Valentino's Flowers in Albany

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  Jemila Raphael

  :: 03 February 2018 00:06:13

  Originally received excellent service from one of the team members. Was all ready to go, was about to complete booking and pay a deposit to secure my day. However, when I asked for a referral, the owner of the shop replied with a very demeaning email explaining how insulted she was that I was to ask for a referral. Apparently, I had used the wrong word, all I needed was a review. I had obtained their number after a google search. In fact, I called another shop which provided me with their number stating that, they had sold their shop to Valentino. If you look on google there are no reviews for Valentino flowers and no, I had no thought of checking Facebook out, as I had been extremely busy. I am planning a wedding, working full-time plus a whole lot of other fish to fry. I felt that, since i was going to use there service, I had all the right to request a 'referral'.This could have been handled in a lot better way than this. When I received the email you can imagine my shock, I had found my perfect bouquet, perfect service and one person just comes in and shatter it into pieces, you can imagine the stress that placed on me. I had mention earlier to the previous person who dealt with me(P.S, she was so great and so patient with me and how I did not know much about wedding) that I was coming to Albany and may stop by. The person who sent me the email, shamed me for not stopping by, not knowing for what circumstances I was coming to Albany( I live in Katanning). The saddest thing of it all is when I called to explain how upset I was with this email, I also apologised to the person for using the wrong word, I am bilingual and sometimes, I use the wrong words(although , even if I asked for a referral she should have understood what i meant or clarified with me.I don't think she needed to let the customer feel her frustration), not once, she stopped me and said, 'I apologise..... ' , she got defensive instead and started defending herself. I mean, sometimes you gotta agree to disagree. Meanings get lost in emails and we are all humans, we make mistakes. I just hope this company take this as a learning experience and learn to be professional, perhaps some training in how to manage complaints or even hard customers( I don't even think i was that harsh). I mean if I was the customer from hell, I would still not have deserved this treatment, no paying customer deserve such treatment. To the lovely person who dealt with me initially, thank you, you were amazing. good luck. To the other person, as you said to me also, good luck with your business! and I really mean it, I wrote this in hope you will learn from it!