Being in the industry for years, our mission is always to provide excellence product and services beyond customer expectation. And we do keep our words. But at times, there are customers that you really couldn't think of a way to please them.
ie. a customer order a hand bouquet of blue roses online around 7pm and payment is made. As the order is for next day delivery while blue roses is not available, we tried to contact the customer via phone but can't reach, then we sent an email to him. Luckily he reply our email very fast telling us that he is currently at work and the mobile is off. He said that he understand from our website that "Blue roses need time to prepare. Order must be confirmed by phone or we reserve the rights to replace with other colour if Blue roses are unavailable" and he is open to let us choose what the next best available colour to replace.
We have chosen beautiful two tone orange roses imported from India and arrange for delivery the very next morning. The customer sent us a thank you email on our service, as he didn't expect us to contact him on the colour change as he didn't call to confirm as stated as clause on our online store. He is very pleased and happy with our colour choice and he is now our regular client.
On the other hand, there is time where customer didn't read on the store policy, or if they have read, they just couldn't care less. ie. Customer called to check whether we can arrange for a inter-state delivery, after confirming the address is under serviceable area, she ask about how are we going to deliver, we inform her that this will be fulfill by our business partner florist and they will design the flower based on our design while depends on the flower type and colour availability there.
This customer is not stopping there, she said in that case are we saying that we can't guarantee the similarity of our product. She told us that this is a no guarantee deal!!!! Our customer service team replied her that in the florist industry, we are all dealing with fresh flower and this is dealing with availability, thus there is always times that particular flower type and colour is not available, the flower stand design is changed, or the ribbon colour is changed.
While placing order, you can put in request that you are very particular in certain flower type and colour or even the ribbon, accessories used on that particular product, and if we really can't fulfill, we will not accept your order. But if you confirm your order with payment, and didn't put any extra remarks, then our florist team will try their very best to arrange the product based on the design to the closes possible.
This is stated in all online flower website, our clause is listed under store policy here >> and one should understand and accept the terms and conditions before placing an order. This is a common practice of the industries but as we always try our very best to inform customer on the changes should time permits.
TIPS: In any case, should a florist promise you they can do the design of your order 100% the same with the photo shown, you better not take their words, as we are dealing with fresh flowers and these is based on the seasonal and regional availability. Remember, florist is not printers, we hand arrange all our products and not reproduce it by photocopy..............................
This coming Christmas, be it flowers
