I first discovered Island Rose five years ago and I have since remained a loyal customer. Before that discovery, I still thought the only way to have flowers delivered was to go to a flower shop personally. But with Island Rose, I enjoyed the vast convenience of ordering and paying for flower arrangements online – no need to leave my desk to go to a shop.
What I like most about island Rose was that they have remained consistent in delivering quality flowers no matter what the occasion is, and that includes Valentine’s Day when it could get really chaotic for flower and gift shops. Their packages always arrived on the indicated date and, most importantly, in pristine condition; not a single petal wilted, no fallen leaf, and no crumpled cards.
This year, I decided to send a bouquet to my mother in our hometown in Nueva Ecija. I thought of giving it a try since Island Rose promised nationwide delivery, not to mention the fact that I am already confident with regard to their service. I was also aware that our address is a bit tricky to find so I gave them a map with directions on how to go to our house. As usual, I ordered a flower arrangement for Ynah and another bouquet for my mother-in-law.
Valentine’s Day came and the flowers for Ynah and my mother-in-law arrived. When I opened the gift box for Ynah, I was disappointed because some of the roses were wilted. They were not the usual firm and fresh blooms that Ynah used to receive. I was also afraid that the flowers I bought for my mother and my mother-in-law were in similar condition. To make things worse, the bouquet that I ordered for my mother did not arrive on the specified date (February 14).
My anxiety and frustration were building up when Island Rose’s customer service said that they are still trying to get in touch with the courier. They apologized and said that it was the volume of their orders. I told them they should have anticipated the large amount of orders because it was peak season and that, certainly, it was not their first time to process orders for Valentine’s Day. By this time, I have also reported the condition of Ynah’s Rose Gift Box to customer service.
To cut the long story short, my mother’s bouquet arrived after Valentine’s Day but I did not make a fuss out of it because the flowers were in perfect condition. Furthermore, Island Rose promised to send a replacement for Ynah’s flowers the week after. The following week though, I was surprised when my mother asked me why I sent another arrangement to her. I just told her that it was a replacement because I complained with Island Rose about the flowers. Oh well, so much for my surprise for Ynah. I eventually told Ynah about the story and we just dismissed it as being due to lack of attention of the customer service staff.
Will I still order from Island Rose? Yes, of course. I still believe they have one of the best products and services in their category. However, some points for improvement would be better logistics during peak season and attention to detail as they had delivered the flowers that were intended for Ynah to Nueva Ecija.
In the end, what we remember most is the quality of service that we receive from providers and suppliers.
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