ComplaintsforMary Murrays Inc

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered Valentines flowers two weeks in advance to be delivered to my mom for Valentines Day, since I did not get a text from Mary Murrays saying the flowers were delicious I called them around 3:00 to find out that the flowers were brought back to the shop because no one answered and they said they called, I called my mom and she said no one called and no one knocked on the door. After calling a second time I asked Leah whom I spoke to if they could go back out and deliver the flowers if no answer leave them on the porch since it was screened in, she paused for a moment and said I'll call the driver and have take them take the flowers back out to the home, I also asked for the number the driver would be calling just in case he call and I will give that to my mom so she will know it's the florist delivering the flowers. It is not 6:00 and she did not receive the flowers after waiting when I told her what happened. I want a refund for the Mary Murray's not living up to her word by going back out to deliver the flowers after being reassured by Leah they would be delivered. I will not use this florist since I was told they would be delivered on Valentine's Day not after. WOULD LIKE MY FUNDS REFUNDED since they promised they would go back out and deliver the flowers and leave on the porch as requested.

  Business response

  05/16/2023

  ---------- Forwarded message ---------
  From: ***** **** <*****@marymurraysflowers.com>
  Date: Fri, May 12, 2023 at 8:13 PM
  Subject: Re: You have a New Message from BBB Serving Eastern Oklahoma, Consumer Complaint #********
  To: Better Business Bureau <****@tulsabbb.org>
  
  I have tried to respond each time requested and have been unsuccessful in getting the links to work in the emails.   
  I will need to locate all the documentation again regarding this complaint.  
  I don’t recall the specifics exactly, I just know that his recollection is not accurate and I have documentation as to all that transpired. 

  ~***** **** 
  President
  Mary Murray's Inc.
  ************
  

  
  

  Business response

  05/18/2023

  Thank you!  
  
  Mr ******** did place his order early and was appreciated. 
  Everything our team does is documented automatically in our system so it is pretty easy to track.  
  
  On Feb 14 (our busiest day of year) one of the 18 delivery drivers attempted to deliver flowers to Mrs ********.  
  First, they ring the bell and knock
  Second, they send a text message to number provided us 
  Third, driver calls number provided and leaves voicemail if available 
  If still no response, we leave a tag on the door and return item to the store and mark the item as a <TAG2>  (not home)in our system. 
  The TAG2 order is then given to customer service to make contact with the sender for further instructions.  
  Sender did not answer calls and 
  Did not return our calls 
  
  Without instructions from sender the order is returned to cooler
  Delivery date is changed to the following day and will not be re-delivered until confi******* someone will be home 
  Because of the volume of deliveries on Vday, we can only make one attempted delivery per item
  
  Mr ******** said he spoke to Leah about leaving the flowers on the porch with a second delivery attempt and wanted phone number of driver 
  
  We have a strict company policy about leaving items on a porch if requested by customer.  The rose order would have died immediately due to the elements and Leah would have shared this *********** 
  We will only leave an item on porch if requested by the recipient, and weather permits and it will only be 15 minutes or so
  
  Our phone or design staff did not have any *********** on our contract holiday drivers. the logistics staff were the only people in contact with the drivers and we would not have given their numbers to customers.  
  
  I can share in Mr ********’s disappointment about the timing of his order. I just wish Mr. ******** could see the logistical nightmare of trying to find, redeliver porch and do reconnaissance on 1200 orders.
  
  We did exactly what he asked and paid for. We can not be responsible for recipients not being available.  
  He was not charged a redelivery fee which would have been justified.  He was provided with the exact item he requested and they were fresh premium roses from a quality florist doing business for over 50 years. 
  
  We guarantee our product and services and when warranted we always make things right on the rare occasions when we do make mistakes.   
  I just don’t feel like we have done anything that would not be expected under the circumstances. 
  
  If needed, I can try and retrieve phone logs of that day from the driver who attempted the initial delivery and I can most certainly provide call logs from our staffs attempts at contacting Mr ********. 
  I am attaching a document I printed and highlighted a couple of items.  I also documented the exact timeline. 
  It is a lot of pages but I will gladly print them out if required. 
  Thank you for following up on this with me. 
  We want both of them to enjoy their Mary Murray experience and this saddens me. 
  
  ~***** **** 
  President
  Mary Murray's Inc.
  ************
  

  
  

  Customer response

  05/18/2023

  I have reviewed the business’ response and this complaint can now be closed thank you.

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