Town & Country Gardens

I am out of town with family in Bartlett area. Town and Country is my go-to florist. They are so helpful across the miles and never disappoint
8 years ago (07-06-2017)

I will begin by saying that we have used Town and Country Gardens in various locations for many years, and they have always done a wonderful job. So you're probably asking, "why the one star?" This review is based on their total lack of customer service and insensitivity regarding a funeral arrangement. When I phoned the Bartlett shop to request flowers be sent to the funeral home where my Uncle (a Purple Heart Veteran from World War II) was being waked, I spoke with the store manager. I understood that the funeral home was out of their area, but that the flowers would be provided by one of their partners in the area. We had a detailed conversation about exactly what I was looking for, and I specifically asked her to personally follow up on the order to make sure it was correct. Without going in to detail, she did not personally follow up, and the flowers were not as requested. Needless to say, there is no "do over" for funeral flowers. When I phoned to let them know what actually happened, she said that she sent an email with the order. I do not consider this personally following up. She further insulted me by offering a $5 discount. There was no apology, only a bad attitude. When I spoke with the owner, it was apparent that the bad attitude and lack of compassion runs from the top down. He was rude and unapologetic. This arrangement was to be a tribute to our Uncle, a wonderful family man and a Patriot. The fact that they did not follow through was of no concern to them. The fact that the owner of a business would not only actually yell at a long-time customer, but would be so inconsiderate as to speak that way to someone who just lost a loved one is incomprehensible to me. Particularly since they were in the wrong. There are lots of good florists around. We will find one who treats their customers with respect.
9 years ago (30-11-2016)