ComplaintsforLes Isle Rose

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On December 14, 2023, I placed an online order for two fruit baskets to be delivered on December 15th. My father had recently passed, and one basket was to go to ************ in **********, **. The other basket was to go to The Holiday in Manville, ** (the care facility where my father lived prior to going into inpatient hospice care) The two baskets combined were $180.00 and an additional $29.00 to have them delivered. They were to be delivered with a brief message thanking the facilities for the care given to my father. I received a receipt via email. I never heard anything else from the company. After the funeral and after the Christmas holiday, I spoke to several people I know at The Holiday just to verify that the basket was received. There are 3 different staff people that work in the front office, none of which saw the basket. I then spoke to 3 different workers that work full time on my father's unit and none of which saw a fruit basket. I then called the company. i was told the baskets would have been delivered on 12/15/23 during the day and that deliveries are usually completed by 4pm. I was also told that they don't email .out any confirmation that items are delivered. The delivery drivers don't document what time items are delivered, where they are delivered to, or the name of the person that takes the delivery. I was told "they don't have time for that" but I was told that someone would speak to the driver and see if he might remember any details about the delivery. I have waited another week and have not heard back from anyone. I did not try to chase down the basket that was supposed to be delivered to Hope ******* because my dad was only there for a week and I do not personally know the staff.

  Business response

  01/17/2024

  Good Afternoon.

  We do have a record of your call ****** - along with the follow up information that the basket for *************************** - WATCH 1 - was delivered to the front desk. When we spoke again on the phone, and we explained this to you, you indicated you would call them back. We did not hear from you again for further direction.   It sounds like after the basket was dropped off, perhaps some staff on one shift proceeded to consume it and not tell others? It is hard for us to track down who received it when no name was placed on the order.  When leaving at the front desk, our driver believed that the staff would then share it and let you know. 

  As we said on the phone, we would be happy to replace the basket for you.  Please contact us directly and we will be happy to send a fresh one as soon as possible. 

  Thank you.

  Customer response

  01/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response from the business and appreciate their quick response to solve the issue.  I am completely satisfied with their response.
  
  Regards,
  
  *******************************

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