Customer Says “Flowers by ANOT!”
You know, we’re really happy to see a new trend of submissions to tips@consumerist.com: anecdotal customer horror stories accompanied by copies of letters our readers sent to the company and the Better Business Bureau. Don’t get us wrong: this site is very much an outlet for you to rant and then forget, if that’s what you want to do. The word of mouth helps inform our other readers of what kind of service they might be getting when shopping at a company. But simply complaining isn’t what makes a consumerist, really: it’s taking a breach of trust or service to a higher, more official level, trying to raise awareness and achieve resolution.
Kamian A. bought a vase for Mother’s Day and asked a local florist, Flowers by Anat, to include a book she had purchased to accompany the vase, but separately wrapped so the book wouldn’t be damaged by any water spilling over. You can guess what happened: the book wasn’t wrapped and so it was ruined. When Kamian went back to the florists’ to complain, though, the owner just gave her attitude, insinuating that Kamian was just a klutz. So out came Kamian’s poison pen!
Kamian’s email to us, then her letter to Flowers by Anat and the BBB, after the jump.
I would like to take a moment of your time to tell you a story about a small business owner with a big ego and bad customer service values. My name is Kamian A. I grew up in Chelsea and now work at a small/medium size business in Chelsea.
Here is the story: On May 12th, I purchased a book, and brought it to Flowers By Anat (in Chelsea) to be be wrapped separately, along with an arrangement of flowers; the book was damaged by water, as it was haphazardly placed directly behind a near full vase.
To elaborate, I asked for the book to supplement the flowers by being individually wrapped and then placed with an arrangement of flowers. I made it clear at the beginning that I needed to have the book wrapped as a gift to accompany the flowers in an arrangement. He presented me with a packaged bag that contained the unwrapped and otherwise unprotected book affixed to a vase full of water. In the process of carrying the bag out of the store, the water spilled over onto the book and I was unable to give it as a gift.
He is the professional, and while I should have inspected the arrangement and packaging before I left, it would have been wise to place some sort of space or device to divide the arrangement along with the book. I’m sure that water spillage is not something new to those in the floral industry.
Mistakes happen and I am quick to forgive, but I am irritated that when I took the time to go to Flowers By Anat, Mr. Anat refused to acknowledge any wrong-doing. He immediately referred to a situation with another customer regarding a $90 vase and all but blamed me of being reckless with what I intended on giving as a Mother’s Day gift. He offered no solution, and no compromise and did so with an arrogance of mal intent. I’m frustrated and bothered that he made up his mind long before he asked what it was he could do.
Can this small business survive practicing big business customer service practices?
Here’s Kamian’s letter:
May 16, 2006
Flowers by Anat
126 West 23rd Street
New York, New York 10011
US PHONE 212 243 0011
US FAX 212 243 0082% by US Postal Service
Anat,
I wanted to take a brief moment to stress my disappointment with the service that I received at Flowers by Anat. We discussed this yesterday, May 16 in your store. I had purchased a book, which I had asked to be wrapped, separately, along with an arrangement of flowers; the book was damaged by water, after it was haphazardly aligned next to a near full vase, and I had asked you to refund the cost of the book.
First and foremost, what you did was wrong. I had asked for this book to supplement the flowers by being individually wrapped and then placed with an arrangement of flowers. Had this been done, the water damage to the wrapping paper may have rendered the book salvageable. I made it clear at the beginning that I needed to have the book wrapped as a gift to accompany the flowers. You presented me with a packaged bag that contained the book affixed to a vase that was full of water. In the process of carrying the bag to Brooklyn, the water had spilled over onto the book and I was unable to give it as a gift.
You’re the professional, and while I should have inspected everything before I left, it would have been wise to suggest some sort of space or device to divide the arrangement along with the book. I’m sure that water spillage is not something new to those in the floral industry.
What has made me irritated over this matter is that I took the time to leave my job and come discuss this with you. You immediately referred to a situation with another customer regarding a $90 vase and all but blamed me of being reckless with what I intended on giving as a Mother’s Day gift. You offered no solution, and no compromise and you did it with an arrogance of mal intent. I’m frustrated and bothered that you had made up your mind long before you asked what it was you could do.
The company I work for is a small business, one that started in a space similar to yours and has grown into a larger-small business that serves people through both retail and corporate sales. In the nearly three years of working in this type of environment, I’ve learned that making the customer pleased with their experience is not always an easy thing to do. What it does take, is the ability to hold your ground, while at the same time, finding a plausible resolution; even if you think the customer is in the wrong and you’re in the right. Your combative and unenthused responses made my blood boil. Walking out of the store, and following up with this letter seemed like the more civilized way to continue.
I purchase a large number of flowers throughout the year; I make those purchases at several florists in the Chelsea and Prospect Park neighborhoods and I was quite excited that a new florist had opened across the street from my company. I went to you without any knowledge of your quality of service, but with the hope that I would receive that same level of respect I have had from area florists. Word of mouth is a powerful form of advertisement and public relations; and while I don’t plan on consuming my time, embarking on a campaign to steer those interested in the greener thing of life away from you, I certainly plan on starting a flower related conversation with, “don’t go to that place, Flowers by Anat, across the street.” No matter what your intention, it appears that you simply wanted my money and not my repeat business.
In full disclosure, this letter is being copied to the Better Business Bureau of Metropolitan New York, the Mercury Network of FTD and the popular website http://www.consumerist.com.
In the end, I was simply seeking $16 to replace the book. The flowers smelled lovely, Anat, but its your customer service and general attitude that stinks.
Sincerely,
Kamian A.
copy: BY US MAIL
Better Business Bureau of Metropolitan New York
257 Park Avenue South
New York, New York 10010The Mercury Network of FTD
Consumer Issue & Relation
3113 Woodcreek Drive
Downers Grove, IL 60515BY INTERNET
report@consumerist.com
http://www.consumerist.com
That’s the way to do it, Kamian! Thanks for the thoughtful and comprehensive email… we hope you get satisfaction!
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