ComplaintsforSola Wood Flowers

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made a $1,500 order with them, received half of my order in the time frame described on their website, and received an email stating the other half would arrive soon after. After another week, I contacted them to ask when it would arrive, and for another entire week they dragged their feet and did their best not to fix the problem until it was too late. Then, after they wouldn’t be able to send the flowers in time, they tried to give me store credit as if I would trust them again after messing up the first order. When I insisted on a refund for the missing items, they offered $190.00, not even half of what the missing items cost. They finally agreed to refund the correct amount, but it still hadn’t processed after the specified business days. They then claimed there was a “glitch” in processing. They finally processed a refund for $577, but I still had to pay the remaining $533, when the items I received were not worth the nearly $1,000 I paid.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Working with the Sola team was the worst customer service experience I've ever had. On 9/22/24 I ordered pre-dyed flowers for my wedding and items to make a bouquet and boutonoirre. The entire total was $127.75 I was really excited as all the reviews I saw were positive and they looked beautiful in the pictures (I now think they either fake their positive reviews or delete negative ones because there's no way something like this hasn't happened to a single other person besides myself). A couple of weeks later the box from Sola arrived at my house but it was completely smashed up like something heavy had been placed on top of it. Then when we opened the box, my fiancé and I noticed that every single item was covered in glitter (we later realized it was because one of the filler items contained glitter and it had opened in transit - probably due to whatever completely smashed up the box - and that's what got over all the other items). So all the items were smashed and covered in glitter, which was annoying and a mess, and completely unprofessional alone, but what was way worse was that we received UNDYED flowers and bottles of dye. That is 100% NOT what I ordered. I know I ordered the pre-dyed flowers because I didn't have time to dye them myself, I just wanted to assemble them into the bouquet, not dye them too. So I texted the customer service line to let them know all of the things going on and they didn't respond back for 2 full days. So I also had to email them too. They finally responded on email. I sent several pictures showing the glitter and smashed box and un-dyed flowers. They claimed I ordered them un-dyed but didn't have any itemized receipts to show me proof. Then kept completely ignoring my other complaints. They never offered to send replacement items or to even partially refund my money. My fiancé and I had to buy completely new flowers from a different company since it was so close to our wedding date.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a bouquet for my wedding, after realizing it would not arrive in time I reached out to customer service to request a cancellation. The website says they will respond within 24 business hours to emails. I emailed on Thursday and did not get a response until Tuesday, and it was not a holiday weekend. The customer service representative emailed me minutes after receiving a “your item has shipped email” that they would not cancel the item, they would not accept a return, and they would not refund me, even if the package was refused. I used the tracking link, hoping the item would arrive in time, however the item did not ship for 4 days, as FedEx was waiting for the package. I emailed back that this was the case, however I never heard back until the tracking number started working. They issued me a gift card, I said I did not want it, I wanted a refund and to return the package, and they never responded back. I let my friend use the gift card for her wedding for vases. Fast forward I received the package and the flowers were damaged, the bouquet falling apart. I paid extra for shipping insurance so I figured it was for this. I email and text the business number, 2 business days go by and again no response, so I call. The customer service person said sorry, you got a gift card, I told her to cancel that order then, to which she said “it’s been shipped I can’t” but of course that was not the case. I never received an email saying it shipped. I asked her to talk to someone hirer up who might be able to help me, and now I’m just waiting. I’m thinking it’s never going to be fixed, and I wasted $60 on some broken, incorrectly assembled flowers that I’ll not get to use.

• Initial Complaint

  10/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order on 9/15/24 (order #*******) for 9 items totaling $515.60. The shipment arrived on 10/14/24. I immediately opened the package to inspect everything and found several of the items damaged beyond repair ( the bridal bouquet and set of 3 corsages). There were torn flowers, flowers that had completely fallen off, and green dye all over the white flowers). I took pictures and sent with an email to SOLA WOOD FLOWERS.com customer service on 10/14/24 asking for a refund as they weren't going to have time to send replacements. My wedding is 10/27/24. After no response I sent a follow up email on 10/16/24, again got no response so sent a third email on 10/17/24. They provide a phone number on their website for customer service saying to text or call so on 10/18 after no response from my emails I texted the number, provided my order # and asked for a response from anybody. Again no response so on 10/19 I called the number provided but got an auto answer that they were "closed" and line disconnected. I then immediately got 10 auto email replies simply stating that my order could not be canceled. I followed the instructions on the email to reply and a representative would assist but still nothing. Their only auto email response after a week of attempted contacts: "Upon further review this order has already been shipped and cannot be cancelled. You can track the order here *******************************************************************************  Hoping for your understanding. ******************************************************  If this auto-response did not answer your question, just reply to this email with a Hi. One of our support team members will address your query." There is no excuse for a business that promotes 100% satisfaction and guarantees to not only fail to honor that but to fail to even respond?? We need to hold businesses accountable. I would have accepted a replacement but at this point I should receive my money back.

• Initial Complaint

  10/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased from Sola Wood Flowers back in May of 2024 under order #*******. We ordered a 1,000 flower arrangement bundle, a long with some other miscellaneous things and we are APPALLED at the condition we received them in after spending almost $350. These are for our wedding and trusted they would come in great condition due to their alleged statement that they conduct a "15-Point Quality Inspection” and have a“Satisfaction Guarantee”. Over 50% of our flowers are COMPLETELY un-useable due to them falling apart, glue stuck to them, white areas, broken petals, and random material adhered to them. Clearly no "15-Point Quality Inspection" was performed. We reached out to the company, however, their response was "we are unable to proceed with any actions or address concerns regarding your order if it has been more than 15 days since you received it." As this is for our wedding, we ordered them in advance due to a sale they were having and then stored them in a safe and secure area with the rest of our decor until closer to the wedding. Which is not an uncommon practice; people buy things in advance and wait until install to open. They are not standing behind their alleged “Everlasting Guarantee” where they state that they "Stand behind the enduring quality of our wood flowers" and "offer an Everlasting Guarantee that our flowers will last a lifetime. If your Sola Wood Flowers ever deteriorate or fail due to the natural aging process or craftsmanship, we will replace them at no cost to you.” My flowers will NOT last a lifetime, as they fail due to the craftsmanship. However, they are REFUSING to "address my concerns", replace, or refund. They make false promises and go against their own Terms & Conditions to prevent having to give up money.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order placed on 9/16/24 Order number ******* Emailed 2 times and sent fb message Missing 3 pieces of order, including corsages and “free” gifts for spending over $175 Missing 3 bottles of scent/softener Sent wrong color for flowers

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a bouquet from this business. The original bouquet was wispy and has a bunch of greenery on it. I picked different colors than pictured in the attached photo, I love the colors, that's not the problem. The problem is shortly after I ordered the bouquet, they replaced the bouquet with a totally different design. In my email I have a confirmation of the bouquet I thought they were going to be sending me. They did not notify me that the design changed, nor did they ask if the new design was okay or if they should refund me. So I receive this bouquet in the mail that is not even close to the one I ordered. I tried to resolve it with their customer support and they will not make it right. This is false advertisement, no where on their site does it say bouquets may vary or not match the picture even remotely. All I want is to return this bouquet and get the original one I ordered. I am not demanding a refund or anything absurd. I just want them to fix their mistake which they are refusing to do. The pictures have descriptions on them to make it easier for you to sort through. Thank you

• Initial Complaint

  09/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We ordered bridal flowers (5 months early because the company said they last forever. They were full of decay and worms. We were promised a refund in writing. Then they said no because we got them so early the worms came from us. Now they are ignoring 14 emails, texts and phone calls. No response. We would like a full refund as promised.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We placed an order 5 weeks before the wedding, and there should have been plenty of time to get the flowers. In spite of their cutesy emails, their service was horrible. They delayed printing the shipping label, then even after that the box sat in their distribution warehouse for 5 days before it was mailed. I had to contact them several times to call attention to the fact that they were delaying the package. In fact it would probably still be there if I had not contacted customer service and straight up demanded they check to see if it had ever been picked up since Fed Ex had no record of it. On their website, they absolve themselves of responsibility by saying that once they print the label, they are not responsible, however, they are the ones who allowed the box to sit in their warehouse for 5 days before mailing even after printing the label. Then, when it was finally delivered the actual day before the wedding, it was only a partial order. None of the specially colored flowers were even included. I have no idea where those are or when they will be shipped. I received an additional email from Sola Wood Flowers telling me that they had lost track of my order but were "on top of it" and I should not be worried. LOL! The order they were referring to was the partial one that had been delivered. The amount of incompetence I have experienced is next level. We ended up having to scramble at the last minute and I pulled together flowers from a few different sources to even have flowers at the wedding. I am requesting a full refund, which I am sure they will deny even though this is entirely their fault. Oh, and one more smack in the face: a week before the partial delivery they sent an email that they were sold out of the main flower we ordered. Obviously this was way too late to choose a replacement flower. Instead of refunding me they gave me a gift card, which I will never use.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I ordered Sola Wood flowers many months before my wedding and planned on dyeing them with my wedding party as part of our bachelorette weekend. When I opened the box I discovered that Sola had shipped the flowers but had not included any of the dye I purchased. When I reached out to customer service I asked if there was a way to send the missing dyes and was met with a callous denial. When I then asked for a partial refund, I was rudely refused. The only way I could have gotten more dyes from Sola was to buy an entirely new set of flowers. I had to spend extra money at local craft stores so my bouquets were actually usable.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩