Unfortunately this store works with a vendor who supplies expired store bought cookies (Archway exp 12/11/2011). Was surprised with flowers for my birthday, but disappointed at quality of service. The family member who arranged for the arrangement of flowers in a mug with balloon and teddy bear and cookies was very upset as you can imagine to pay $15 additional for a box of $2.50 store bought cookies that expired. The family member contacted the forget-me-not store store to complain. The manager contacted me the recipient to explain their store only delivered the cookies and she did not even see cookies included on the website as part of the arrangement. She also explained the mistake would come out of her budget to replace them. The manager explained they would exchange the expired cookies and deliver them some time the next day. I called back to explain the cookies were an additional item charged and added. Although the manager/associate was courteous, I felt that she should take ownership and make sure the cookies were delivered the same day or just credit the account of the person who ordered them at any cost. For this reason I am giving one star. Many companies forget it is not about them and their dilemmas, its about taking care of the customer and fixing the problem ASAP in this case, same day, no matter what the cost. Customers remember quality service & customer service and will order again when problems are resolved and empathy shown. I explained to the manager that I was not that upset but she should understand it was disappointing for the person who payed money and did not what they ordered or what was advertised.
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