NEVER Order From Wesley Berry Florists!!!

I'll let the emails speak for themselves on this one: 

From: Rachel Norton <rachel.kern@yahoo.com>
Date: October 1, 2011 9:34:12 AM PDT
To: "customerrelations@800wesleys.com" <customerrelations@800wesleys.com>
Subject: Victorian Romance Premium Order Was 2 Days Late and Not Even What I Ordered!

To whom it may concern:

On September 29, 2011 I placed an order online for the premium Victorian Romance bouquet to be delivered to my mother in Virginia Beach, VA the same day. At 5 pm EST I called your company because I hadn't heard anything from my mom. I was told that they could be delivered as late as 8 pm...that businesses get delivered first. That was fine with me. I called back at 7:50 EST and was told they couldn't get ahold of the driver. The guy offered me an in-store credit and assured me they would be delivered the next day. I called yesterday...I was told that they were going to have to find a different company to make the arrangement. I was called back and told they they'd be delivered the next day! I was told the arrangement would be even larger than what I had ordered and they'd put an apologetic note in there.

Here's what the arrangement should have looked like:

This is what was delivered!

The roses were all supposed to be cream NOT pink! My mother turned 43, NOT 16! Theres supposed to be lavender waxflower NOT pinkish white! There isn't even any ivy in the arrangement! And there's NOT supposed to be some cheap pink mesh ribbon wrapped around the vase!

These flowers were delivered by Rose Hall Florist in Virginia Beach. I called them and they said that someone told them they could substitute pink flowers for white! I never agreed to this. Why would someone tell them to put together an arrangement that I had not ordered?!

I am very disappointed with the flowers that were sent to my mother. I don't want my money back. I just want the arrangement that I paid for to be delivered to my mother.
Please call me at ###-###-####.

Rachel Kern 

I will admit I was quite livid when I wrote this email to Wesley Berry. I had just been jerked around on the phones for two days and then found out that they didn't even send the flowers I'd ordered. How would you feel about this?  Have you ever been in a similar situation? These flowers were certainly NOT an upgrade from what I had paid nearly $140 for! And no one at Wesley Berry returned my call! Instead, I got this email:

From: WBF Customer Relations Manager - Wesley Berry Flowers <customerrelations@800wesleys.com>

Date: October 1, 2011 11:30:57 AM PDT

To: Rachel Norton <rachel.kern@yahoo.com>

Subject: RE: Victorian Romance Premium Order Was 2 Days Late and Not Even What I Ordered! 

I'm very sorry the flowers had to be subbed on. The flowers that you requested were not available and in order to get something delivered we did have to substitute on it. As I looked into the order I did notice that we sent a 50 store credit. I honestly can't do much more than that we do have a substitution policy that clearly states on the web site substitutions may have to be made to get a delivery out. Once again I do want to apologize.  

Thank you,

WESLEY BERRY FLOWERS

Josh Hetmanski

Josh Hetmanski

Wesley Berry Corporate Offices: 2985 Haggerty Rd. Commerce, MI 48390

Office: 248.668.2881 Fax: 248.669.2454

customerrelations@800wesleys.com

           

Is this guy a joke?! He doesn't even have the decency to address me by name! On top of that I'm pretty sure that he just wrote a run-on sentence in there. Why don't they just offer to correct the problem? I can get over it being late! I can't get over that they completely fucked up the order! And the nerve to mention the micro-sized substitution policy on their website. I had to go back to their site and read very slowly before I noticed a tiny print link that said Substitutions. Here is my response:

From: Rachel Kern <rachel.kern@yahoo.com>

Date: October 2, 2011 1:21:35 AM PDT

To: WBF Customer Relations Manager - Wesley Berry Flowers <customerrelations@800wesleys.com>

Subject: Re: Victorian Romance Premium Order Was 2 Days Late and Not Even What I Ordered!

Reply-To: Rachel Kern <rachel.kern@yahoo.com>

Mr. Hetmanski, 

It's quite disappointing that you would mention a SUBSTITUTION policy that is in fine print on your website at the very bottom of the page where no one would notice it unless they are looking specifically for it after the fact. I would understand your poor business excuse if my ugly pink bouquet of flowers had been delivered on the day that they were supposed to be sent (September 29th). When I called about my order on October 1st, it would have been nice to at least be informed that the flowers I wanted were out of stock and that a substitution is being made. I would like to ask you this...If you were eating at fancy restaurant and you just paid $130 for your steak, would you not want it cooked to your liking? Would you not be upset if your waiter brought you chicken instead? Would you still pay if they brought you your chicken instead of steak two days later? Would you feel any better if they told you that in the small print of their menu there's a small note that states that sometimes they run out of steak and have to substitute with chicken? 

Sir, I want you to know two things. I am not going to see my mother for a very long time. My husband is military and we are getting ready to be moved overseas. I wanted to do something special for my mother on her birthday...which is hard to do from California when my mother is all the way in Virginia. I relied on your business to help make that feeling happen and you failed miserably. My mother was waiting to hear from me on her birthday...I was waiting to hear from her after she'd received the flowers. On top of that, I called late in the day and told her they'd be there the next day. My mother works the graveyard shift. She stayed up all morning and afternoon waiting for her arrangement to be delivered just to receive another call that they'd be there the following day. And when they finally arrive, they're wrong and someone would be returning to take the flowers back and redeliver on Monday. 

I want you to know that Rose Hall Florists has agreed to deliver the correct flowers that I ordered on Monday. We returned the flowers that were left at my mother's door. In the future, I will not be doing business with Wesley Berry Flowers and I will not be recommending you to any of my friends, family, nor business associates. I will be sharing my poor experience with Wesley Berry Flowers online, on my blog, through various social networking sites, through Yelp, and other various online sources and by word of mouth. 

I didn't want any more money from you. I simply requested that you correct my order and you won't even offer to do that. I have never been more dissatisfied with an online florist company. 

Another customer lost, 

Rachel Kern