Wesley Berry Flowers Flower Delivery Express Did not process order, now dodging refund. Refusing to take ownership or responsibility for error. Internet

I can't begin to express how repulsed I am by Wesley Berry Flowers. In late February, I was rushed to buy flowers and pulled what I had thought was a local florist's website online (I have since learned it's just an alternate shop front for WBF). The website guaranteed same day delivery, which was necessary in my situation as the recipient would be out of town the next day. I placed my order and was charged by WBF almost immediately.

Although I thought it was strange the tag for the charge did not match the original florist's name, I wasn't too worried at the time since someone obviously received my order. Several hours later and very late in the working day, I received an email from WBF stating they were happily working on my order, still confirming same-day delivery. Again, it did not match the name of the original florist, but I was not concerned because they were taking care of my request... or so I thought.

The flowers never arrived. After researching the nightmare that is WBF, I emailed the company the night of the missed delivery as well as the next afternoon requesting an immediate status update. It seemed they either overlooked or ignored my inquiries, so I decided to call. I spoke with an argumentative agent identifying himself as "James" with agent ID of 846 out of the main office location in Michigan. He candidly told me that the order was never processed and that they did not contact the local florist to fulfill said order. (Keep in mind that any legitimate company would automatically offer a full refund at this point for neglecting to complete their services as agreed.)

Without any apology, he flippantly offered to "upgrade" my order and promised second day delivery. I was not in a position to accept due to the recipient leaving town, so I declined and asked for a full refund for the charged amount back to my original payment method. He agreed to cancel the order, but was vague about my refund amount or date. He stated that his accounting team "would email me within 5 to 7 business days" to let me know of the details of my request. When I pressed him for a more definitive answer, he became extremely defensive, repeatedly interrupted me, and refused to assist me further. I ended the call as it was obvious he had shut down completely.

Not pleased by how the conversation went, I emailed the company to confirm my conversation that took place as well as request valid documentation that my refund was being handled properly. The next day, I received two obviously automated emails from the company marked from "Wesley Berry II, CEO" that contained exact copies of a scripted apology and different promotion codes for my next purchase (like I would EVER do business with this company in the future). No information confirming my refund was included. I emailed back, again explaining my situation and asking for a status on my refund that was supposedly processing.

After another week with no response, I called again. An unhelpful but otherwise friendly woman told me their refunds were backlogged due to "system errors" but that it would process soon. It has been several days since speaking with her, and I have yet to hear any reply. My patience is understandably gone.. I have essentially been ignored or lied to by WBF since they took my initial payment.

I am also fairly confident that the company is actively dodging my refund requests in hopes I will give up or forget. As of writing this complaint, I have filed a formal complaint with the BBB, and I will be entering this review in as many public places as I can find. I am disgusted with their business tactics and I honestly felt that what happened to me was unlawful and nothing short of blatant theft.

My heart goes out to anyone who has been unfortunate enough to deal with these people, and I hope those who have not yet been taken advantage of will avoid them at all cost. Between their complete disregard for ethical procedure and blatant dismissal of personal responsibility, I am truly surprised WBF is still in business. I hope that Wesley Berry II is ashamed of what his "family  legacy" has become.