Business ProfileforRegency Florists

Regency flowers had a company delivery service called Blu deliver 6 yellow roses and baby's breath for or 47th wedding anniversary.The flowers reeked of cigarette smoke and were frost bitten. The florist said she would send it more flowers. I said no Thankyou. A Blu driver showed up with some Berber daisies with an apology. The florist claimed they have no control over their delivery service as it is contracted out. I recommend not to do business with Regency flowers

The customer ordered a delivery of 6 yellow roses to be delivered on January 11. We received a call on the 11th from the customer who advised us that the roses smelled of cigarette smoke when they were received. As non-smokers at the shop, we were very upset and embarrassed to find out that this happened during delivery. Immediately we offered to replace the roses, which would have been there within the hour, but the customer refused, telling us that he did not want any more roses. We also refunded the money paid for the order, so the customer was not out any money. We advised the delivery service about the complaint. Upon hearing about the smoke smell, the owner of the delivery service purchase and delivered a bouquet of flowers from the delivery service. This was not meant to be a replacement for the roses, as this was directly from the delivery company as an apology. (the customer refused us sending out replacement roses) The apology bouquet, sent by, and paid for by the delivery company as of the same value as the roses, but did not contain any roses since those were refused.
On January 11, at 5:32 we received an email from the customer that stated "Thank you for making it right on our anniversary". Which we felt closed the matter.
On January 13 we received an email telling us that he was still upset about the smoke smell and that he felt that the roses were cold damaged as well. At this point, given the refusal of replacement AND given that the money had been fully refunded; we sent an email that stated:
"As a non-smoker, I was embarrassed and angered to hear that the delivery person had ruined the roses for you, both through the cigarette smoke and the cold. We are truly sorry and have dealt with the delivery service. I understand that you declined our offer of replacement roses that would have been delivered that day. We could not fix the ones you received; but DID make the offer to bring other roses to fix is as best as possible at that point. In addition, you were refunded the cost of the entire order, and as you noted, the delivery service purchased and delivered flowers to you as an apology (the owner of the service was very upset that you received the roses the way you did). What can we do to make it better for you?"
We have not heard further what the customer would like use to do. We feel we are unable to do more than we have to make this better, and wish the customer well.