Troys Florist Delivered a totaly different and much cheaper arrangement than was ordered East Brunswick NJ

I pre-ordered a premium rose arrangement ( red, white, and pink roses) for my wife for Valentine's Day. The arrangement which was delivered was nothing like the pictured arrangemnt. It did not even have a single rose. The arrangemnt was carnations and lillies. Not to mention, they did not put the message I wrote in on the card that was delivered with the flowers.

I called the number listed on their website and it is a single person answering the phone as, "FLORIST". She informed me that all issues had to go through email and she could not assist me on the phone. I was told to send a photo of the delivered flowers along with my original order receipt and someone would reply back. I waited an hour with no response and called back. She was annoyed that I called back and said they would not be able to deliver the correct flowers and someone from customer service wouls reply in 5 minutes.

I did receive the reply which they just offered a 25% refund. No apology or anything. To which I replied no! I stated that I would prefer the correct arrangement to be delivered that day or a refund. To which they replied the flowers would not be redone and offered a 50% refund. I declined this as well. The arrangement that was sent costs roughly $30 on their site. I paid $109 for mine. After multiple emails back and forth, I told them I would settle for a 75% refund which was about the cost of the arrangemnt sent. They refused and said they will only offer the 60%.

I am now disputing the charge with my credit card company. After dealing with this, I looked at online reviews for this company. This seems to be a common practice for them. They charge you for a high dollar product and send a low dollar and completely different product. There is no number to call to actually speak to a customer service rep. Trying to solve a customer service issue via email is an absolute pain.