So I mentioned this story in a previous comment, and it was recommended that I post it here. So here we go…
A couple years back I bought my wife flowers for Valentine’s Day from a national florist that had affiliate florist shops all throughout the country (we’ll call the big company NF for national florist and the local florist LF). So the flowers get delivered, and they look like complete garbage. The arrangement was smaller than advertised, and the flowers were a few days from fresh and wilting. Now, in my opinion, it’s Valentine’s Day, the one day a year a florist NEEDS to be on point. So I call LF to complain. I wanted either a replacement arrangement, or a refund so I could go elsewhere to get decent looking flowers for my wife (the grocery store would have been better honestly).
When I called to complain, the person who answered the phone was very rude right from jump. I have to assume it was a crazy busy day for her, and my arrangement wasn’t the only one that had issues. The woman became very defensive, as if the flowers were a part of her soul and I was personally attacking it. I asked to speak to a manager, she replies “I’m the owner”. We continued to argue for the next couple minutes, when I threatened to stop payment on my CC. She said “alright, I’m going to refund you the money, but you’re NEVER allowed to step into my store again”. And hung up on me.
Alright bitch, I got you.
So I spend the next few hours on the phone with NF, bouncing all over the country from call center to call center moving one rung up the ladder of their corporate structure at a time. Until I get about 4 steps from the top, someone gives me a boost, and I got the actual number of the CEO of NF. I spend about 20 minutes on hold after speaking to the secretary and briefly explaining my situation.
I tell the CEO what happens, and he couldn’t have been nicer. I told him, I had ordered from different NF stores from many different states in the past, and was generally satisfied, and I felt like LF in no way represents the NF brand, and they should lose their affiliation. He did not immediately respond to that request, but said he would investigate the situation, and in the meantime send me flowers from a different florist locally within the NF brand. I received those flowers from a florist an hour away, within 2 hours, and they looked amazing. Better than I could have asked for. About 2 weeks later, I received a letter in the mail (I didn’t go into all this detail in my original comment, but the result is the same) and the letter apologized profusely, and thanked me for bringing this to their attention. Apparently, they keep tapes of the calls made to the florists, they reviewed the tapes and agreed, LF did not represent how NF wants to treat its customers, and LF will no longer be a part of the NF brand. He gave me a $250 gift card to any NF store.
Within 2 years, LF closed because it couldn’t support being an independent florist in this suburb when there was already another florist under the NF brand.
So, sure lady, I won’t step foot in your store again. But neither will anyone else.