I ordered the Holiday Splendor and what was delivered in no way resembled the advertised picture other than the roses. On 12/22/17, I sent an email to customer service to express my concerns.
In my email, I said that I was not interested in a refund or reorder but from a business standpoint that Ava’s should be concerned about the local florists with whom they contract to reproduce what is advertised. I received an email from Chris U that was generic and said that “all of the correct flowers were included and the order was filled to value.” My concerns were not addressed so I replied to that email but received no response. I contacted customer service by phone on 12/27/17 and expressed my concerns. The response was, “Your order was filled at over value.” I neither asked for nor wanted “over value.” I wanted what I ordered.
I again, suggested that management may be concerned about this issue, as a previous business owner myself, I would want to know about these kinds of issues. I asked to speak to someone in management. I was by the CSR that the person with whom I would need to speak was Chris U, the person from whom I received the initial email as he is the accounts manager and that he would return my call. As of today, 1/9/18, I have not received a call from him.
I received an email following my order to rate my experience. I responded to that today with the above information and received another generic email that thanked me for my feedback and apologized “that you didn’t have a positive experience here with us. As a company, we strive to provide excellent quality and service.” They went on to offer me a $10.00 store credit.
I truly do not believe that my emails were read as none of the responses addressed my concerns. I continue to believe that upper management/owners would be concerned but so far I have been unsuccessful at being heard.