Billed for cancelled order.
I ordered flowers on a Saturday for someone in the hospital a block from this store. They called back and said they couldn't deliver it because she was in ICU, which didn't allow flowers. So I cancelled the order and was assured by an employee (Matt) that he would see that the charge was refunded. When I checked my bank statement 4 days later, the charge had gone through. I called and talked to Matt. His reason for not cancelling? He was busy delivering other orders!!! I spoke to the owner (she claimed) who said she was sorry and would cancel the charge. No offer to go the extra mile and make up for the inconvenience...just the same promise I had gotten 4 days earlier. After I told her that other florists (1-800-Flowers in particular) would have refunded the charge as well as offered a reduced or free item, she said "well, okay we can do that." I told her no thanks, that I would just give my opinion of their customer service on this site. She also said Matt wasn't giving an excuse, he was just "stressed" that day. I wasn't treated as a valued customer, but an annoyance. The owner actually hung up on me!!
I will NEVER order from them again!! Let's hope the refund actually goes through! If I could have given zero stars , I would have.
Gorgeous Arrangement/Cheerful Folks.
The folks at Imperial Flowers are so friendly and create beautiful arrangements for every occasion! I ordered a large arrangement for a friend and just said, "Something colorful with variety." What my friend received was an absolutely gorgeous, elegant arrangement with flowers I haven't seen in most florists' inventories. If you stop by in person, you'll be greeted by several Boston Terriers who want to be your best friend! Very friendly, cheerful place!
Excellent Service and Great Website!.
I've been a customer of Imperial Flowers since moving to Lexington in 2003. The staff knows me by name, and they are always friendly and helpful. I love their new website, and for Valentine's Day, they have a great selection of "add-ons" on the check-out page. After I have selected my flowers and gone to the check-out, I can easily add chocolates, a stuffed animal and balloons to my order, along with a card! It's great. I love how easy they make it to complete my Valentine's Day order. Then, they deliver it. I've always been pleased with their service.