Response to an online reviewer

Online Reviews are everywhere and we respond to them when we can. We have great ones and we have some not so great ones. Even we have a bad day or a misunderstanding. But sometimes a reviewer says something that just needs to be set straight not just for us, but for all of the small flower shops in New York.
In August we had a review that claimed the single rose they purchased was overpriced considering you could buy flowers so cheaply in grocer stores.
Here is our response.
“We have built our business during the last three decades with great lasting success based on our desire to provide exceptional flowers and customer service. So, it is with great sorrow that we read your tale of woes. We at CitiFloral pride ourselves on our commitment to a level of fair dealing with customers that we, as consumers, hope than any business would provide. We offer a no-holds-barred customer guarantee of quality, elegance, value, service and freshness.

In the rare instance of customer dissatisfaction, we take all steps needed to remedy the situation. So, let me start off by saying that the issues raised in this commentary would have been dealt with if they had been addressed to us directly at any time. Having read the review, we will take immediate steps to remedy any shortfalls we may have been guilty of.

We are very proud of the extensive selection of fresh flowers–including roses–that we offer at all times. In fact, people are often surprised that we carry just about every flower your heart might desire in such a diminutive flower shop. Our flowers are carefully selected and maintained. Any stems that have matured so they no longer meet our standards of quality and freshness are removed from our stock of flowers suitable for sale or use.

These unwanted flowers do not go wanting, though. They are included in the complimentary daily offerings placed in front of our store for neighbors and passersby to take to beautify their lives and homes. A CitiFloral tradition of good will since 9/11.

Michael: I’m very sorry if you felt as though you were being taken advantage of during your experience with us. We pride ourselves on our honesty and fairness—and you made some serious charges that called our virtuousness into question. I can assure you that we would never sell any flowers to a customer that we wouldn’t give to our own loved ones. Our roses are of the highest quality available to us. And we always maintain a fresh stock of many popular colors. In fact, our loyal customers will not buy their roses from anyone else because they know our flowers retain their beauty longer.

The roses you see at neighborhood delis are of a considerably lower grade than what we or any other full-service florist would carry. Their roses do not last long—and they are not tall or pretty. Yes, you can get all of two dozen for your $10 if your goal is a cheap price. You should know that the deli workers peel their roses back at night so the roses look fresh to the unwary consumer. We do not peel any outer petals until we remove them for use. When we do, this is just a standard industry procedure to remove outer rose petals normally damaged during shipping. That is not an indication that roses are old or “half dead.” If you feel that $6 a rose is beyond your budget, we are indeed sorry not to have fulfilled your price expectations. We can assure you that this is an average price charged by full-service quality Manhattan florists.

Contrary to the feeling that obviously motivated you to publish this review—if you got to know us as well as our longer-term, loyal customers—you would see that we strive to be fair, honest and transparent in our dealings with customers. In fact, we are the only florist that charges no service fee or regular delivery charge on any of our internet products. We consider it our moral obligation to avoid tacking on any hidden charges—as most competitors do. We’re truly sorry that your $6 purchase if a single rose caused so much consternation. We in no way intended to give you anything other than a quality product at a fair price. If you have any questions or issues you’d like me to address or to further discuss your experience, please don’t hesitate to reach out to me directly.

Best, Jeff, Owner

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