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POLICIES
1. 24-hour guarantee - People's taste in florists' products is
always subjective. Some customers may like something that others
may not. In case that the customer (sender or recipient) is dissatisfied
or would prefer something else, we replace the product if the complaint
or request was called in within 24 hours of the time it was delivered.
Outside that time period, we would replace the product on a case
by case basis, and we will be accommodating depending on the reasons.
2. Replacements - If we decide that the product warrants a replacement,
we need to collect the previous product, no exceptions. This is
under the premise that the customer did not like the original product,
and therefore should not be keeping it. It is against our rule that
the customer keeps the product even though it is being replaced
or credited.
3. Recipient Not Home - If the receipient is not home upon delivery,
our driver will attempt to leave it with a neighbor, especially
during hot summer days. Even if the instructions of the sender are
to leave the product on the recipient's doorstep, we will not do
so because the flowers wilt in the heat, and we end up replacing
the product. If the sender is not willing for us to leave the product
with a neighbor, we will attempt to call the sender which may result
in additional redelivery charges. In the same manner, a redelivery fee may be charged for a hospital delivery if the patient has been discharged and the sender wants us to deliver to the home address.
4. Timed Deliveries - Requests for delivery on specific times are
charged an additional amount, depending on the time it was requested
and the specific delivery time. If a customer asks for an estimate
of delivery times, there is no guarantee that our estimates are
100% correct because the driver's route is subject to traffic and
other conditions. It is recommended therefore that if a customer
wants the product delivered by a certain time, he/she should specify
it as such. Timed deliveries are treated differently during the
delivery routing process.
5. Same Day Deliveries - Same day deliveries are considered timed
deliveries, and surcharges apply. We are willing to make exceptions
if the order is placed really early in the morning, and there is
no specific delivery time.
6. Second Choices - It is recommended that a second choice be specified.
There is never a guarantee that florists will have all of the exact
flowers, containers, and colors in inventory. A customer can also specify "as similar
as possible", and it is up to our designers' discretion to design
a product with the similar look and feel. The colors or flowers
may vary. This becomes a subjective judgement, and if the customer
is not satisfied, we will gladly replace the product as long as
we comply with the above policies regarding replacements.
7. Right
to Refuse Service - In the case that our staff and
the customer can't come to a reasonable conclusion for both sides,
we reserve the right to refuse future service, especially when we are willing to bend our policies to meet the customers' wishes.
We have been in business for 36 years. Times are getting tougher,
gas prices are high, and the economy is in a slump. Policies may
change from time to time but our mission remains the same, i.e.,
customer satisfaction is priority. |
