Elaine's Florist & Gift Baskets — Local services in Houston

Just the facts:

Ordered an arrangement for a bridal shower for my niece, and brought an heirloom vase to be used.

Arrangement was delivered on Saturday, as requested, but the arrangement wasn't in our vase. While Elaine's delivers on Saturday, the shop is closed, so no way to fix the problem. Left a voicemail.

Went by the shop first thing Monday morning. The owner had the vase in her office, explained that one of the employees evidently failed to see the note that we had provided a vase. Apologized.

While we are greatly relieved that the vase wasn't given to someone else, it's very disappointing that we weren't able to use it for the event - a once-in-a-lifetime event. I will say that I think just saying "I'm sorry" doesn't represent much of an effort to make thing right.

Fact:

We won't be back to Elaine's. Too casual a response to our problem to make it worth risking another occurrence.

Update as of January 2, 2018:

My wife got a nice telephone call from Elaine, the owner, apologizing again, and telling her that she would be crediting our account 50% of the cost of the arrangement. Apparently, when we reported what had happened, Elaine was stunned enough to fail to respond in what she later determined was an appropriate way. After the busy holidays, seeing this review reminded her of what happened, and she called today to address the issue. My review indicated Elaine's response was too casual; this has fixed that, so I've upgrade my rating. Elaine's is back on our list of go-to florists. ...

Okay! I was prepared to write a scathing review about this florist and while I'm disappointed they corrected the problem on time!!!! I ordered flowers for a funeral to be delivered by 9:00 am but florist didn't read the "additional notes" section. The flowers were not going to be delivered on time and I got hot!!! Michelle offered to send something to the home and a refund but I was still upset! Ultimately the driver was able to deliver the flowers on time but the worrying had me unsettled about the situation. I really appreciate Michelle and Elaine's help but the process was disappointing. A customer shouldn't have to worry if the order will make it on time or at all. So I'll score in the middle because they did make a great effort to correct the problem. But had I not called... whatever it was handled. This is probably the 3rd review I have EVER done in my entire life and I'm not young! That is how much this...

I called and asked for a half red half yellow bouquet for a birthday. Some things I don’t think was done well was the distribution of colors, only when I called to ask why it was 90% yellow did they tell me they could only fit 2 roses within the budget for this bouquet, which I wish they had told me before delivering because they look awkward in there, the design overall isn’t great. I thought they could fit more roses for $75, but the owner credited me a portion when I called to ask about the coloring, which was very nice but I’m still not sure this arrangement looks like it came from a local florist.

Something they did well was prompt delivery. Unsure about returning in the future but if I do, I would only let the owner handle my arrangement because I did see some of their really nice arrangements which I...