Brand Promise: Expectations Vs Delivery
I ordered a bouquet of flowers on 800Flowers.com. The photo of the flowers online was quite attractive. The color story is pink with supporting purple accents. The high quality flowers count is 17 with eleven lilies and six roses. The order was for the large size at $64.99 (there are options for a medium at $54.99 and small at $44.99).
The bouquet delivered appeared quite less attractive. A photo of the delivered bouquet is below. I count a total of 7 high quality flowers, with four roses and three lilies. That is ten flowers less than the photo of the bouquet on the website. The color story is weak with the red carnations and cream color roses instead of pink. The excess leaves were not pruned. In essence the bouquet looks messy.
I wrote an email to complain and it took several days to recieve a reply. They offered to deliver another bouquet and that bouquet was about the same in quality as the first one delivered.
The company provided a $20 off coupon on anther order when we complained the first time. Then when we complained about the second bouquet we recieved another $20 coupon.
However, having not been satisfied twice makes it hard to want the use the coupons or order again from the same company.
One does not expect the flowers delivered to look picture perfect, but there needs to be a reasonable accuracy in the quality delivered versus the quality promised.
