ComplaintsforFlorafino's Flower Market & Greenhouses

• Initial Complaint

  03/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 10th, 2022 we paid Florafinos Flowers in Zanesville, Ohio $493.35 to give provide flowers for our daughters funeral. Our daughter was in a fatal car accident March 8th, 2022. We told them our daughter's favorite flowers were blues and purples. We never once used the terminology "lavender" or "grape jelly." We looked in a catalog that showed lots of different examples of what could be done and saw a picture that was absolutely perfect. It was flowers with Blues and Purples. We pointed directly at what we wanted and said those colors are perfect. What the actual name of the color is didn't matter to us, as long as those colors we pointed out was the ones that would be provided. Upon arrival at the funeral, we walked in and what we pointed out was not on the casket. What was on the casket of our daughter was a couple real light blue flowers and mostly hot pink looking flowers. The wreath we wanted was also mostly hot pink as well as the flowers for the cover of the casket. The wreath was also in the shape of a heart, but in the picture we pointed out, it was a circle. I called and told them about their mistake and I was told- while at our daughters funeral that the flowers were correct and what you think is pink is considered lavender and purples are a form of lavender and that its the lighting in the room. There was another arrangement of flowers there from ****** flowers and they provided the Exact colors of our daughters favorite colors and the difference between the 2 was a night and day difference. Someone came to try and fix them, but all that was done was the hot pinks were taken out and more faint looking bluish purplish flowers were put in its place and the arrangement then looked washed out and horrible. I went to their business location to explain the situation and ask for a 50% refund. This was a huge mistake being it involved a death and they needed to own their mistake. They called me today and only offered me a 25% refund. This is Horrible!

  Business response

  04/02/2022

  Here is the response to the complaint:
  

  
  

  Our designer of 18 years sat down with the family for funeral work.A palette of white ,lavender and light blue were discussed. The order included 3 designs: 1-casket spray, 2- 1 mini garland ,and 3-1 mini wreath-all to coordinate.

  The customer called the day of the funeral home unhappy with the floral choices. We immediately called the funeral home and dispatched a designer to go to the funeral and make corrections.  Most of  the lavender carnations and roses 

  were removed and light blue hydrangea,white flowers, and lisianthus were added to the pieces.When we corresponded

  with a followup  phone call to the funeral home; they stated that everyone thought the pieces were beautiful. We assumed that this issue had been resolved until we received a rant from the step father  on facebook. He stated that there was only one piece,when there were 3, he said we used  pink flowers and they were lavender, and asserted other falsehoods regarding the transaction. He then came into the store  and discussed the situation  with the owner . Credit that he assumed would be given would be 50% off. We explained that we had gone above and beyond  to rectify their needs, and that was an unreasonable assumption.  We told him that we would investigate the entire incident and get back to him pending review. We called via phone and extended a credit of 25% , customer was not satisfied and put up another rant on facebook  disparaging us  and the business and now has brought BBB into the equation. We feel this is becoming  a harassment case and it needs to stop.

  Customer response

  04/04/2022

  I accidentally c.c. a friend and didn't mean to send the previous message. I didn't finish what I was messaging in. In continuation of what I was messaging in the response, as far as a "rant on facebook" ......The company has a Facebook page and a review section where people can put up reviews. I did put up a review, but it wasn't a positive review. Are we not allowed to put up a honest review of something that has happened? How is a negative review harrassment? I'm sorry its not the type of review they want, but it was just a truthful review. I calmly explained my situation and told them the whole situation before I put up any review on facebook, but it was after they told me they would only give me back a 25% credit when I said no, 50% is what I want, that I then put up a facebook review. I do agree this needs to stop and I'm not harrassing anyone, I'm just a consumer that did not get what we pointed to in a catalog and ordered for our daughters funeral and I feel I should get the 50% credit back I asked for. If the BBB doesn't agree with me, then fine, I'll take down the Facebook review and go on with  my life, which is Not Harrassing in any way. I created this case with the BBB because myself and the business did not see eye to eye. So I'm letting the BBB help figure this out. I'm sorry that the business feels this way, but they made a mistake. It's not like I'm asking for a full refund, I'm just asking for 50% back. Any other business, if you don't get what you want, you return it for a full refund. Obviously, I can't do that for our daughters funeral and its quite crazy we are even having this discussion, but it is just a discussion.
  
  Regards,
  
  Nathan Riggle

  Business response

  04/10/2022

  answered and finished

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