Why I’ll Never Do Business with LaSalle Flowers Again

I am never using LaSalle Flowers again. Which makes me sad because I used to love this shop. Here’s why…
Each year for Valentine’s Day, I get my wife a bunch of white tulips because she loves them and I love her. I always used to get my flowers from the LaSalle Flower shop in Chicago, because they have quality flowers and do an outstanding job with arrangements.

This year, I went in and placed my order a week before Valentine’s Day. I wrote out a card. The shop let me know that they couldn’t guarantee a delivery time, being Valentine’s Day and all, which was fine with me, so long as the flowers were delivered on Valentine’s Day. And while her office was open.

They weren’t.

They were delivered at 5:02pm. Two minutes after her office closes. The deliver person did catch the receptionist and was able to squeeze them in. My wife had already left for the day. I’d picked her up myself at 4:55. We probably passed the delivery van on the road. On our way home, I called the shop to find out where the flowers were. They told me they would look into it and then never returned my call.

Now, I do understand it was Valentine’s Day and they are super busy. I’m not trying to be unreasonable. But when you count on a business like this and they don’t deliver, I think customer service demands stepping up to the plate.
The only thing the shop was willing to do to make amends in the situation was deliver the flowers to another location (i.e. pick them up at my wife’s office and take them to our home) or take them back for a refund. Take back a bouquet of flowers from my wife??! Yes, they seriously suggested that as an option!

I buy, or rather, bought flowers from LaSalle Street on a regular basis. My wife always loves their arrangements. Unfortunately, after the employees and manager today were rude, unapologetic, and unwilling to give me any kind of credit for what was their mistake, I’m not buying flowers from them again.

It’s about customer service. If they had returned my call in the first place and offered a credit of some kind, I’d be a really happy customer, writing a story about a great local business. Hell, even if they had just apologized profusely–I do understand it’s a busy day for them. Instead, here I am, writing a warning to others not to patronize a business that clearly doesn’t get customer service.

When I called again this morning, they were rude and completely unsympathetic. Do you know they didn’t apologize to me once? Not the employee who took my call. Not the manager she handed me off to. A simple apology would have created a lot of good will. Instead, here’s how my conversation with the manager ended today:

“So, you’re telling me that even though I’m a loyal customer, and it was your mistake in not getting the flowers out on-time, there is absolutely nothing you’re willing to do to make amends and keep my business?”

“That’s right.”

“I’m sorry I will never be doing business with your shop again.”

Anyone know a good florist in Chicago?

Update: Oh. My. God. You are not going to believe this!! My wife was out of the office and she got a call from the receptionist… the shop sent someone to take back the flowers!! Unreal. I specifically told the manager this morning that we were keeping the flowers (and they already charged my card.) My wife told the receptionist to let them take them, at least she’s pissed off at them, not me! Still, can you believe that??! Maybe they read this post and decided to retaliate. 🙂