I am writing regarding an experience I had with Smith’s Flower on Aug. 22, 2020. I ordered a bouquet, boutonnière and wristlet for my wedding on August 22, 2020. I was very happy with the customer service I received right up to the day of the wedding. That is when everything went south.
It was a very, very busy day with 6 women and 1 toddler all getting ready in one hotel room. The delivery time for the flowers was between 12:00p.m. and 4:00p.m. at the Best Western Plus on Saturday August 22, 2020. At 6:00p.m. when we arrived at the venue, my maid of honour said to me “where are your flowers?”. They hadn’t arrived and being the nervous and somewhat stressed bride I was, I hadn’t even thought about it.
Smith’s had closed at 4:00p.m. on Saturday and didn’t open again until Monday morning.
On Sunday evening, I spoke with an employee at the Holiday Inn Express in Woodstock who informed me that my flower were there, at the wrong hotel.
On Monday morning I called Smith’s flower and was transferred to the owner. She proceeded to tell me that it was partially my fault that the flower were delivered to the wrong address as I did not call to follow up. She used an example of her own wedding when her husband was missing part of his tuxedo and followed up to get it right away. I was in tears when I got off the phone with her. She made me feel small and silly. Even if I had followed up for the flower upon the expiry of the delivery time at 4:00p.m., it would have made no difference. The shop closed at 4:00p.m. She offered to give me 75% of my money back saying that she would not take full responsibility for the error.
My husband went to the Holiday Inn to look at the receipt that was delivered with the flowers. It clearly stated that they should have been delivered to the Best Western Plus. We did not want the flowers and they were left at the Holiday Inn. My husband called Smith’s Flower back and confronted the owner with the information and she informed him that the Holiday had called her and were returning the now two day old flowers to her and that she would “use them for something else”. My husband was then granted the full refund.
Needless to say I was very, very disappointed with this experience and will not be using or recommending the services of this shop.