Flower Shop by Nina — Local services in Fremont

I REALLY wanted to give them a shining review because the flowers were beautiful but I would never recommend this shop to anyone after how they treated us. The customer service here is AWFUL. My husband and I recently moved out of the area so we wanted to surprise my MIL with some flowers for her birthday to let her know what we were thinking about her. I ordered the flowers online. The online ordering system was very easy and I received my receipt via email.

2 days later (Thursday), it is my MIL’s birthday and I am anxiously waiting to hear from her that she got the flowers. When she messaged me saying she got the flowers she said “But I think there is a mistake because I got 2.” Well that isn’t right. Our instant thought was that she received someone else’s order too but I checked my credit card and I was charged 2 separate times for 2 separate amounts. I called the shop to get things sorted out and make sure the flowers got received to the right person. Steve answered the phone and I was INSTANTLY met with rude service. I didnt even get a sentence out before he said “Yeah we thought it was weird that you ordered 2 flowers with the same message but we called headquarters and they said it was right.” If you didn’t think the order was right, why would you not call the customer directly to verify? I checked my emails over and over again and I only received 1 invoice that clearly shows that I ordered 1 set of flowers. When I told him that I did not order 2 bouquets his response was “well it doesn’t matter where the glitch happened, the flowers were made and delivered so someone needs to pay for them.” I was baffled. We went back and forth with him continuously telling me that I ordered 2 and that I had to pay for 2 sets because “headquarters” said so. I asked repeatedly for headquarters phone number, but he refused to give it to me. I was getting increasingly mad at the situation and I told him that we needed to find a resolution or I would be forced to report an unauthorized transaction on my card to which he responded “Well I think you are the fraud here.” WHAAATTT?!?!?!

This is also when Nina took the phone away from him and rapidly tried to do damage control. She was very nice. She explained her situation, I explained mine and she assured me that she would get with headquarters the next day (Friday) to solve the issue and that they would be going back to my MIL’s house to pick up the wrong flowers. At this point, I felt assured that she would be able to handle the situation and since they were picking up the flowers, I expected that I would get a refund for the mistake. Well Friday rolls around and I hear nothing from the shop AND they never came back to pick up the flowers. I decided to give them a little more time to fix the issue but by the following Tuesday, I had still not heard from them and the flowers were still sitting on the porch waiting to get picked up. I followed up with them and got no answer. A few days go by and still no response, so I had to go to my bank and claim an unauthorized charge to my card. Only then did they issue me a refund for the flowers that I did not order that they never came to pick back up.

Beautiful flower but...

TLDR: my first time buying flowers from this establishment, experience could have been smoother, but it was out of the shop owners hands, it wasn’t their fault that orders were delayed. Although communication could’ve been better, the Owner was still very transparent & apologetic with me about what happened & ended up offering me a full refund & an floral upgrade as well as keeping their promise to have flowers delivered the following day.

Here’s what happened: Placed my order for flowers on Feb 12th to be delivered on feb 14th, flowers were delayed & not delivered on the 14th. The owner called me directly on the night of the 14th & was very apologetic & was very transparent about what had happened, they had hired a third party to help assist with deliveries & was given a guarantee that the third party was not able to up hold; the owner offered me either a full refund or a partial refund & a promise that the flowers will be delivered the following day. Come the following day, feb 15th, i was told by my partner that the flowers haven’t arrived yet, out of curiosity, i called the shop once again. When connected with the shop, the owner, they sincerely apologized for the delay and had reassured me that the flowers were still out for delivery, even after their operating hours, they again were very transparent with me about what had happened to the flowers that was left with the third party delivery people & how all the arrangements had to be redone again, she was also very transparent as to refunding me the rest of the amount of the cost that i had paid for the flowers as an apology (i had not requested for a full refund, i had just called to inquire about where the flowers were, the owner had initiated the refund independently) for the delivery being so delayed, despite, still holding up to their promise that it’ll be delivered on the 15th (my partner got the flowers 10 mins after i had spoken with the owner). All in all, i had a very positive experience with this shop & id definitely come back for my floral needs in the fremont/union...

I had an extremely disappointing experience with The Flower Shop. I placed a pickup order for 11 AM and was later informed there was a delay, so I was asked to call back at 1:30 PM. When I did, I was told the flowers still weren’t ready and that they might be available at 4:30 PM. At 4:40 PM, I called again, only to be told that the delivery truck hadn't arrived with all the flowers.

At this point, they offered to substitute different flowers, but when I asked what the substitutions would be, they couldn’t give me a clear answer. I paid nearly $300 for this order, so I reasonably wanted to know what I would be getting. When I asked if waiting until 8 PM would help, they said they still couldn’t guarantee the flowers would be ready. Ultimately, I was given no real option other than to cancel.

The first two times I called, the staff was polite, but whoever answered at 4:40 PM was extremely rude. I remained calm and respectful throughout the conversation, so I have no idea why their attitude was necessary. If they had just called me earlier to let me know the flowers wouldn’t be available or at least been upfront about the situation during one of my previous calls I could have made alternative arrangements. Instead, I was left scrambling to find new flowers at 4:30 PM on Valentine’s Day, which was nearly impossible.

This entire experience was frustrating and unprofessional, and I won’t be ordering from them again. If you’re considering using The Flower Shop for an important occasion, I’d strongly recommend looking elsewhere to avoid a...