My husband ordered a bouquet for our anniversary from them. We purposely ordered from them because they stated in their description “scented garden roses”. Most roses that you get from the shops or from a florist come unscented so we thought we’d spend a tad more and get something that says it in the description and if not we’d ask for our money back. Well, the bouquet didn’t come scented and it was delivered in a box without any water, just a wet napkin around the stems. Thus compromised the flowers as they were all slightly wilted. I immediately cut the stems and got them in water. I also thought that for an advertised medium what I got looked like more of a small. I carefully read the description taking note of the amount of stems and the circumference. I counted the stems and it was short by a stem which affected the overall circumference making it smaller in size. My husband sent an email complaining about this and at first the customer service advisor, Tatum Scholtz, was apologetic and sent this message in part:
The issues you’ve described the bouquet appearing smaller than expected, the stems arriving wilted, and most importantly, the complete lack of fragrance are absolutely not in line with the standards we promise, nor with the description provided on our website. I sincerely apologise that this fell so far short of what you were expecting.
Our “fragrant” bouquets should contain scented garden roses that are known for their distinctive aroma, so the absence of scent is particularly concerning. This is not the experience we want any customer to have, especially when the flowers were chosen specifically for this feature.
To resolve this as quickly as possible, could you please provide us with:
A photo of the bouquet as it was received
Your order number, if you haven’t already shared it
Once we have this, we will be able to review the issue fully and arrange an appropriate resolution for you.
Well, end story based on the photos we sent she saw nothing wrong with the bouquet and went as far as to insinuate that my husband is lying since the roses look like scented garden roses and that there was rosemary in the bouquet so therefore it’s scented.
It’s ridiculous if she thinks including rosemary in a bouquet will pass for rose scent. It did not say a scented bouquet but scented roses and she couldn’t tell from looking at the roses whether or not they’re scented. Garden roses can be unscented as well, obviously, since that’s what we got.
A week later half the roses have already died and the rest are wilted looking and on their way out. Too expensive for £120 to last less than a week in this state.
My husband is now making a chargeback and at this point I don’t even care if we ever do business with F&M again.
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