I placed an online order at Teleflora.com for a large heart shaped arrangement for my best friends brothers funeral. He was only going to be laid out for one day so I requested that the flowers arrive by 12 noon the day of the wake. According to the website I ordered a standing heart shaped wreath, here is the description:
This lovely heart-shaped design will leave no doubt just how much love you want to show family and loved ones.

Each spray is created with lavender chrysanthemums, white daisies, yellow alstroemeria, pink asters and spray roses, delivered on an easel.
Approximately 22' W x 22' H
This item is hand-arranged and delivered by a Teleflora florist.

I received a call at 11:30 AM EDT by a Teleflora rep who told me that the florist did not have the heart shaped backdrop. I was told that they could substitute a round one. I asked if it would be the same flowers as the one I ordered. I was told yes, so I said it would be okay.
When I arrived for the evening service I was shocked and so embarrassed by what I found. I had received a smaller circular arrangement, without the easel.

I called Teleflora customer service on Saturday and spoke to a rep. I explained what happened and questioned how this could have occurred. I was given the following options:
1. I could resend the arrangement to my friends home. Not sure how this would have helped. Sending a funeral service arrangment to someones home after the fact does not make much sense.
2. I was asked if I knew where the flowers were. I asked why and was told that the florist would have to pick them up for me to get a full refund. This was just stupidity. I asked the rep what the florist was going to do with 2 day old flowers and she told me -keep them.
3. I asked for the florist name and address. I was told that they could not give me that information.

Okay, by now I had already lost my temper. I told the rep that I was not going to do their job for them. I was not going to send a funeral arrangement to my friendds home and I wasn't going to ask her where the flowers were. I did tell the rep that I was going to call American Express and file a complaint. I got no response. I did call Amex and they are investigating. This is actually the 2nd time I have had issues with online floral services. Actually, anything that they are doing, you can do yourself...if you need flowers call the local business council in the city where you need the arrangement. Or do a search in the yellow pages. Many times local florists have their own websites or can help you decide whats best over the phone. I will never use Teleflora again.

Diane
Stockholm, New Jersey
U.S.A.