Ordering your wedding flowers online can be a stressful experience. What if your flowers don’t show up? What if they arrive dead? Or the wrong color? Don’t worry, we’ve shipped thousands of boxes of flowers and our claim rate is less than 1%! However, we are working with a perishable product and mistakes can be made, and though it is something we never wish for our customers, it is best to be prepared and know how the claims policy works for FiftyFlowers. This will ensure we can make your experience as smooth as possible and present a solution much faster. So, what do you do when your flowers arrive and there is a problem?
Step 1: Call us IMMEDIATELY! Too often people wait until the next day or even the day of their event! At that point, there is little we can do and getting you a re-shipment of flowers might not be possible. If your flowers arrive looking dead, call us. Keep in mind, it is normal for your flowers to appear tired and thirsty upon arrival, but if there is any browning or you are unsure, give us a call and we can help! If you receive the wrong color of flowers, call us! If you think they aren’t going to last until your event, call us! The sooner we can take a look, the sooner we can work towards a solution or offer advice to help your flowers bloom and look beautiful.
Read our 100% Quality Guarantee Policy here
Step 2: Pictures! This is a standard claims practice across the board with just about any online company. Think about it like this: if you buy a mirror from WalMart and it is broken when you open the box, you wouldn’t show up requesting a refund without the broken mirror right? The same goes for us. We need pictures to see what you’re seeing and to better assess your issue. We will typically ask for several photos that include: a group shot of all the flowers together, a shot of all the damaged/bad/broken flowers/wrong product, and a shot of the farm label on the box. These photos help us identify if you were sent the correct products and allow us to speak directly with our farms about any issues that arise. So when you call with a problem, be ready to snap a few photos!
(An example of a group shot photo)
Step 3: Review! As soon as we receive your pictures via text or email, they are submitted to our solutions department. It is here that the pictures are reviewed and discussed in detail with our farm managers and supervisors to work towards a solution for you!
Step 4: Solution! There are three standard solutions: 1. Reshipment of flowers, 2. Refund/Store Credit (partial or full) and 3. Provide care instructions and follow up. If a reship is needed, we work to find the same product, but unfortunately that is not always possible. If we can’t find the same product, we do our best to offer a wide selection of replacements that will meet your needs. If we cannot reship something or the customer does not want more flowers, we will sometimes offer a refund/store credit (partial or full) in order to compensate for the inconvenience or bad product. Finally, if our solutions department determines that there is not a need for a reship or refund, we will offer care instructions and follow up the next day. Our main goal is ensuring that you have beautiful blooms for your event, but reships and refunds are never a guaranteed thing and often your flowers just need a little TLC!
It may seem like a long process, but each step helps our flower experts take better care of you, so if your flowers arrive and you have concerns, please call us right away. We are happy to review care instructions over the phone or discuss certain flowers with you, no matter how small your issue! You can reach us at 1.877 50 ROSES (507-6737) or email us to email@example.com.