STBA/LLTDecor BEWARE! Over Promise; Under Deliver AND will not keep their word! Largo Maryland

As the owner of STBALLTDecor, I personally consider complaints and feedback as highly sensitive in the continuation of providing quality service to our customers.  It is my staff’s goal and my expectancy to handle each matter related to the facts of the agreement to ensure that we have delivered and complied with our end of the contract agreement.

It is also my mission to be sure that my customers are satisfied with the products and services rendered as well as following up with them to provide special deals and offers.  it is the company's goal to evaluate each issue with the hope of resolving and reaching a resolution (RRR) with customers in order to remedy any problems that may exist and to help improve our services.

This customer requested floral for her wedding, and learned of STBALLTDecor through a referral.  She received a "free" 1-hour consultation, with photos, brochures, suggestions and price quotes of what she could expect based on her request.  I personally gave the customer 18% off her original cost, and added 24"inch stem candle holders with candles, along with a 2ft. 4 prong chandelier candelabra without charge.  We made it perfectly clear that we were providing floral for her wedding with set-up and breakdown and that the equipment was not a keepsake; including the items added without charge.  The customer agreed to the terms of the contract and gave her signature of approval along with check for payment of services & floral. We confirmed all details and information with the customer several times before the day of the wedding, making sure that there were no changes based on her requests.  We followed up with the customer the day before the wedding, and concluded no changes in her plans.  

Our contract stated that we would arrive at 12 pm, 1-hr before the wedding to drop-off, set-up and come back at 3pm to retrieve equipment.  We arrive to the wedding at 12:10 pm, and certainly plenty time to arrange (2) Centerpieces, Candles, (1) Candelabra, (2) Corsages, (2) Boutonnieres' and (1) Bouquet.  My team and I provided exceptional services to the wedding bride & groom; including a wedding gift (glass mirrored jewelry box) as our way of saying congratulations and thank you for your business.  It was confirmed with the customer before departing the wedding that all was well and they were pleased with the decor.  She complied with "I'm very happy and everything is beautiful", along with a hug to the team leader and myself as a seal of approval. 

After a few hours we returned to retrieve our items and delivered (3) transfer glass vases (valued at $28 each) for the customer's floral to replace the equipment we were taking away.  The customer never complained or made know to us that this was not acceptable -- She agreed and was made aware of this prior to the wedding. 

Two days later we received a complaint from the customer, which we responded promptly with our response of her unhappiness and tried to resolve the matter, pointing out the facts of our terms of agreement with and apology to reconcile the matter by offering the customer a $50 refund for our tardiness (10 minutes) past our scheduled time of 12pm; and a 20% coupon for any future service.  We told the customer that she could expect her refund within 14 business days from the date of our response.  She agreed to accept!  As we were preparing to honor her request, confused as to why we received a complaint in the first place, we decided to conclude the matter as unknown circumstances and grant the customer her request. 

The customer never gave us a fair chance to satisfy her issues before filing a formal complaint to the Better Business Bureau (BBB).  She initiated the complaint the same day with the BBB as did with STBALLTDecor requesting to BBB that we refund her for $397, which clearly identifies her misleading the system to get refunds deceitfully.  We were able to speak with the representative from BBB to thoroughly respond before making payment to the customer.  

STBALLTDecor Network and Community Business, that believes in helping people and providing exceptional service.  We stand behind our work with credibility; and will honestly and willfully try to rectify all complaints with our customers.  This customer has spent more time surfing the internet seeking all STBALLTDecor links and social media sites to post and re-post negative feedback that is not true about this company.  We have pictures and a contract that provides proof of exactly what this customer requested.  We hope that this will end the string of false and misleading remarks against STBALLTDecor and our affiliates.

STBALLTDecor

Director & CEO