Boston >Shopping >
225A Massachusetts Ave, Boston, MA | Directions 0211542.344375 -71.086308
Daily 9am-7pm, Open 7 Days, Open Holidays
Neighborhoods: Fenway, Fenway/Kenmore
Worst customer experience ever. Bruce, the owner, is abusive towards his customers
We went into the store about two months before our small wedding to plan for flowers, spoke with someone named Victoria . She took down our requests, including one to coordinate with their outdoor furniture rental company, and then we never heard anything for weeks, despite several emails and phone calls to them.
About a week before the wedding, Victoria sent in an email staying, "here is your invoice, we have not contacted the furniture place yet so if you feel confident on doing so, please do." We were shocked and frankly, very concerned about how to make everything work on such short notice. In addition, more than half the items we requested were not on the invoice.
At this time, the owner, Bruce became involved, presented as very apologetic and expressed a desire to get it right. We told him the items we originally asked for and still did not get an invoice for several days. And even that invoice left off two corsages we requested.
Finally, we decided to explore our other options on short notice. We were lucky enough to find a very kind florist who was able to show us everything we asked for and helped us put it all together very quickly. The price for the same items was also significantly less.
When I called Bruce to tell him that we were no longer interested in his service, I attempted to explain why so that they could learn from these issues on the first place. Bruce responded extremely irrationally and insulted us personally,many of the insults came via text which I will quote
"You don't have to insult me and say it was a pain to deal with us! We really don't need small time Micky Mouse weddings from cheap customers like you!"
I encouraged him to discontinue putting insults in writing because he is supposed to be a business professional and that behavior can only hurt his business. He then stated, "just so YOU'RE CLEAR; the average wedding I do is about $10,000 so your tiny bitty business doesn't in any way effect my bottom line!"
When I texted back and called his customer service skills appalling, he continued to send text after text after text claiming we meant nothing to him and that he was upset I didn't give him a chance to respond (in all fairness, I didn't, I hung up on him when he started to insult us).
Some of the subsequent texts included comments like, "you should look in the mirror and learn some manners and don't think that just because you are customers you can insult people and say whatever the hell you want!" Mind you, all I did was attempt to explain what had gone wrong so that they could prevent that in the future. He continued to send texts, "If you can insult my business, I can insult you right back!" When asked why he continued to bother texting us if he didn't care and had bigger business to deal with he replied, "I'm texting because you ruined my day and its all personal! I care a lot about my business and my crew and don't like to be unjustly judged!
I then let him know he was giving us an awful lot of power over his day if some small time, cheap, Micky Mouse wedding is something that could ruin it. He certainly didn't ruin ours, we are fortunate to have found a florist who is flexible, prompt, professional, and helped us at the last minute.
If you have a small wedding, no matter what, don't go with Fern, they clearly don't care about the pennies you have to offer them.
Editorial Review by Citysearch Editors – For more than 50 years; Ecuadorian roses, orchids, silk and sun-dried flowers, stuffed animals, balloons and more.
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