- 3 years ago
I ordered several bouquets, boutonnieres, and corsages for my wedding held on Sunday October 12, 2014. The original customer service rep I ordered with was pleasant and very helpful and the price was inexpensive compared to many other florists, so I figured this was a great deal! The flowers were delivered as scheduled on the Friday afternoon before the wedding. When I opened the boxes 2 of the bouquets, my bridal bouquet and many of the corsages and boutonnieres were half frozen and browning. They were all white flowers. I called customer service and they asked me to send pictures, which I promptly did. They reported that they would send 3 replacement bouquets to be delivered on Saturday, but the corsages and boutonnieres looked fine and I could just “cut off the browning edges”. I agreed to this. I checked the rest of the flowers Friday night before I went to bed to find that they had ALL started wilting and two more bouquets were turning brown. I spoke with customer service once again who informed me that they could not put in another request for replacement flowers for 2 more bouquets because the delivery service was already closed for the weekend. They offered to refund my money for 2 bouquets and would still send the 3 bouquet replacements to be delivered Saturday. I told them this was unacceptable because I needed the bouquets to match because they were for my wedding and I would be short two bouquets. They did not respond to this. Saturday morning I woke up and found that every single bouquet was brown and the corsages and boutonnieres were wilted. I contacted customer service via email to report that I would like a refund on the entire order as I had to order flowers last minute from a local florist (which were REALLY expensive). I did not hear back from them. The wedding came and went and we left for our honeymoon. When we returned (Saturday 10/18) I called Bunches Direct and spoke with a representative who informed me that she could not help me but would have a manager call me back the next day. Sunday came and no phone call. I called Bunches Direct Monday morning and spoke with the same representative who informed me that she will let the manager know again that I required her assistance and that the manager would call me back. At 6pm Monday evening I called Bunches Direct again and spoke with a woman named Ashley who claimed to be the manager. She heard my concerns and informed me that they have a “12 hour” policy on issuing refunds and because I was calling past that they would not refund my money. I informed her of all of the back and forth that weekend and that I did in fact take pictures of all of the dead flowers. She informed me that they have the 12 hour policy in place to prevent people from fraudulently trying to claim their flowers died and calling “several weeks later”. I informed her that it was one week and one day and that I called as soon as I was back from my honeymoon, which I left for the morning after my wedding. She stated there is “nothing we can do”. I have filed a complaint with my bank and will get my money back. I am posting this so that other brides will see this and pass on this company. Terrible customer service and even worse product!