(Closed) Need advice re: florist mess-up

posted 11 years ago in Flowers
Post # 3
291 posts
Helper bee
  • Wedding: May 2007

Wow…that stinks.  (Congrats on the wedding, tho’, BTW!)

IMO, you are definitely entitled to get your money back for the ceremony items, since they didn’t make it to the ceremony as promised on time, and therefore were "useless" and also the items that never made it period.  I’m not sure how much you could argue for the delivery fee, since technically that is for the cost of getting out there and setting up, which they did eventually do.  Part should be due back to you, tho’, since they did not set up the ceremony.

Maybe you might want to think about letting the delivery fee slide in favor of being more of a hard-ass on the centerpieces.  In short, they were not what you ordered, and that’s not acceptable.  I’d mention that you were very excited to be working w/ them b/c of the fantastic work they did on your friend’s wedding, and just feel extremely disappointed with the quality of the job they did on yours, and in all good conscience you could not see yourself recommending them to anyone else.  (Not in a threatening way, mind you, just a little nudge that you decided on them b/c of word of mouth, and your mouth is no longer inclined to pass on that word.)  I’ve found that the "I’m just so disappointed b/c I expected so much better *b/c of your reputation*" angle has worked well for me in the past.  Hopefully your contract detailed something like "X centerpieces with a dozen roses/orchids in customer provided vase at $XX/ea." b/c that makes it easier to argue that what was delivered was not what was promised.

And hell yeah, I’d ask for the ribbon back, dangit!

Post # 5
337 posts
Helper bee
  • Wedding: August 2008

Actually I think if you mention you’re not going to recommend them to anyone else, that may prompt them to take the angle of "then why should I try to fix this if I’ve lost your good review anyway."  I wouldn’t say a word to them about whether or not you’re going to recommend them, and let them think that maybe if they can salvage this mess, then they can salvage their reputation in your eyes.  Just might make them more willing to work with you.

As for your dilemma, I think you are entitled to the following:

-Your money back on all the ceremony items that were not set out.

-You should get the ribbons back that you gave her – though if you get everything else back, I wouldn’t fight tooth and nail on this one particularly.

-You may be able to get the cost of centrepieces pro-rated down to the products they actually used.  I don’t know what types of flowers you had so I don’t know whether $50 per centrepiece is reasonable, but it sounds quite high for 3-9 flowers.  Most florists, however, do include a clause in their contract that explicitly states that they cannot promise to deliver an exact product due to the perishable and unpredictable nature of what will be available at any time (colours, weather etc can differ causing a somewhat unpredictable product.)  Therefore SOME deviation from what you had asked for should be allowed, but if she was unable to obtain what you had requested, she should have substituted with something else of similar style and price.  And she should have let you know about the problem and discuss a solution with you ahead of time.

-I assume your delivery fee was based on a percentage of the total floral bill.  Therefore you should pay only a delivery fee based on a percentage of your final bill, after the reimbursement is applied for ceremony and centrepiece flowers.

Post # 6
149 posts
Blushing bee
  • Wedding: June 2007

Phxbride, I would call her up right away and explain the situation and how disappointed you were.  Be stern and unwavering and ask how she will recitfy the situation.

We had two cakes made by a great pastry chef, and both were wrong!  the cakes were delicious, but the wedding cake was brown instead of blue, and the grooms cake looked like poop (literally), when it was supposed to be a Red B for the Red sox.  My husband put on his lawyer voice and left a voicemail stating that he is expecting some sort of rectification and that it was incorrect according to our contract.  In the end, she reimbursed us totally for the grooms cake and refunded a portion of the wedding cake amount, plus a gift certificate to her restaurant. 

I say, make a phone call and follow up with a formal letter. 


Good luck!

Post # 7
2030 posts
Buzzing bee
  • Wedding: December 1969

You could try the opposite approach with regard to word-of-mouth. I would say, "I would love to write a positive review on Yelp if we can resolve this properly." One bad review can tank a business, so this can help grease the wheels. Worked for me!

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