After an extensive online search I chose to use Flowers on the Run for my wedding. In the months before my wedding I met with the florist twice. My first impression was good she took many notes and I left feeling comfortable that I would get exactly the flowers I was after. The second meeting could not have been more different. The florist did not remember me from the first meeting even though it had only been a few months in between visits. In fact, I had my two bridesmaids with me and she asked which one of us was getting married. Nor did she remember much of what I had discussed with her previously despite the notes she had taken at our first meeting. On reflection, this was a bad sign indeed.
On this second meeting I brought my bridesmaid dresses with me, to show her how I needed a very specific blush colour rose to match. I had already emailed her some pictures of bouquets that I liked, stressing the importance of getting the colour right and how they must not be pink (to no reply). So at this meeting I again gave clear instructions that the roses were not to be pink, and she promised they would not be. She also told me she had 80 weddings over the next three months and I remember feeling a little uneasy about that.
When the flowers turned up (late) on my wedding day they were exactly what I DID NOT want them to be pink. To add insult to injury the hair flowers were yellow when they should have been white. With 1 hour until my wedding there was no time to fix them.
When I complained verbally two days later I was very angry, and the florist was defensive and unapologetic. About a month later I did receive an email apology and admission that on my wedding day she chose to substitute my blush flowers for pink. In this email she offered to refund me for the pink flowers only. I accepted this offer and provided my bank account details for the transaction. Six months and several follow-up emails later I am still waiting on my refund.
Generally Im a pretty easy going person, but I have a big issue with paying through the nose for bad service and something I didnt ask for, especially when my instructions could not have been more explicit. I cannot stress how unhappy I was with this florist. I cringe every time I look at my wedding photos.