Tim's Touch Florist, Gifts & Flower Delivery — Local services in Lexington

I will start by saying that I do not normally write bad reviews. I have worked in the service industry in some capacity since I started working. I currently work in student housing as a marketing manager and I know how much a bad review can affect a business. I booked Tim for my upcoming wedding. Tim is hard to deal with. He does not care about what you want and is only concerned with what he likes. He made me feel bad about showing him my ideas from Pinterest. I let all of this slide because he was recommended to me by my mother in law as he was a friend of the family. I just canceled on him and hired a new florist for my wedding, 45 days out because of how rude and unaccommodating he is. I was finalizing details with him and going to sign the contract with him and put 50% down yesterday and he hits me with a LARGE "delivery, set-up, and late night pick up fee" that was never discussed until yesterday. This was actually a $850 charge. I asked him if there was a way I could reduce this fee by maybe picking up the vases and bringing them to him early Sunday morning. He said that there was no reducing this fee and he wouldn't allow that because he was scared things would be broken and I could not return them on Sunday as it was "his only day off". I can respect that. I then Said I would need to reduce the flowers in order to accommodate for this fee because with taxes I would be paying a whole $1,000 over my budget. He responded with saying that he could "only accommodate for one more complimentary quote" Mind you he had provided two quotes to me one without the fee and one with the fee. Also, said "quote" was just an email that could easily be adjusted by a backspace. After I told him that I had decided to not use him because of how rude he was to me and how he made me feel like an inconvenience rather than a paying customer he sent a very nasty email back. He told me that he spent more time on my wedding than any other wedding he had ever done and had only done so because of who I was marrying. Mind you I had an initial consultation with him in which I wrote him a check for $500 on the spot, my parents and I met with him at the venue because he was at my venue for a wedding he was already doing and wanted us to see his work, and he met with my mother once because I was unable to meet with him because I work M-F 9-6 and he will only meet during the weekdays and the latest appointment he will take is 4:00pm. He told me that I didn't understand the work that went into setting up and the fact that his staff could not enjoy their Saturday night because they would have to come pick up all of the things from my wedding. Well I don't know about anyone else but I think that working on a Saturday night comes with the territory of being a wedding florist. Also, this comment again made me feel like an inconvenience and not a paying customer. I asked that the $500 I already paid him go towards my rehearsal flowers as my in laws had already booked him for that to0 (to which he was charging a $400 delivery, set up, and pick up fee...if you're counting that is $1200 from my wedding just to deliver, set up, and pick up some vases.). He told me that I could not have that money because it was considered a "non-refundable retainer fee". I never signed ANYTHING that said that this money was nonrefundable and was actually told that this $500 would go towards the balance of the flowers. I understand and feel bad that he booked my wedding weekend and turned down business to do mine but he could have kept my business had he not made me feel awful. He closed this rude email by saying that I should sleep on it and get back with him in the morning in a more positive manner. Well my mind had already been made up. After being insulted, made to feel like an inconvenience, and been charged with a fee last minute I would NEVER recommend Tim to anyone. Walk, no run in the...

Update to reply to owner: I never asked for a cheaper price for the orchid. I asked for other options because we weren't looking to spend that much which is my right as a customer. This isn't my first rodeo with proms and I know orchids don't last the night. They are a beautiful and delicate flower and do not do well in the heat. She is my third child and about my 10th experience with proms and corsages, my own included. I don't see spending $60 for a flower that won't last the night. You chose to stick with your orchid so I said we will just stick with the original and your words "go ahead it won't look as good" which is insulting to your competitors not to mention arrogant. Orchids are beautiful but roses are too. We have the option to choose other flowers. You refused to quote us anything but the orchid. Replying with lies doesn't seem like you have that much integrity. I am on a limited budget as a single mom. I never asked for you to make a deal but simply asked for other options in flowers. We were fine with your declining to make any other flower corsages but we also deserve the right to go elsewhere without being made to feel like I was ruining my daughter's corsage by not choosing your establishment. I didn't say anything but we will stick with our original order. I was not rude or insulting. Your comment was rude and inappropriate. Trying to shame me in front of my child for not choosing to spend the money and telling her that hers won't be as pretty is lower than low. Put a damper on the night before it gets here is all you accomplished. Not everyone in Lexington is made of money but it doesn't mean their child's corsage and prom experience will be any less beautiful by being roses. We have had very beautiful corsages that lasted the whole night made from a local competitor and I will continue to use and refer to them.

Oringinal post: After my short experience at this establishment and reading some other reviews I can understand why no one has recomended this place to me. At the beginning all was well but when I heard the price for the corsage I was getting for my daughter, I asked if there was a way we could cut the price down a little maybe with something else. He said no, it was extensive labor and he will be up until 12 to 1 in the morning making them that weekend. Which I understoood but i decided to go back to my previous florist who's price was 10 dollars cheaper. I told him calmly and with no fuss, he became very rude and defensive even going as far as degrading the other shop saying it wont look nearly as pretty as he could do. I understand they are your competition but there is no reason to put down others to bring in customers. That was not the way to aproach the situation, it could have been handled a lot better without the rudness and maybe I would have used Tim's Touch another time but not anymore. Putting down others to make yourself look better is not the way to keep sevice it honestly just makes...

I decide to go back to Tims Touch today because if the great job they did last year on Valentine’s Day…. However this year was a different story… the gentleman that answer the phone when I called to purchase a dozen roses was very rude on the phone…. And when my friend arrived she called me after picking the roses up to thank me for them but also said that the gentleman in there was very rude which was confirmation that I was not exaggerating about him being rude on the phone. So today was my last day patronizing this business. Hopefully this review will serve as a critique and better customer service.

This message below is a response to the owner reply:

Good morning

I understand this individual may have been tired from working 70 hours last week and getting up at 5am… however as a working CEO myself those hours are exceeded most weeks for me and a few of my peers whom are also working CEOs so to me I don’t see that as an excused or reason for poor customer service. Secondly, my friend did not come in the store with two other people she was in there alone and the gentleman was in the back when she walked in so you may be mistaken her for another customer. I’ve also attached photos of the flowers this is what she told me the day after she picked them up. ( My flowers are already dying) so this just adds to the frustration with hearing she too had experienced poor customer service. In addition I understand to you this order and last years order may have seemed last minute but to me it’s normal I’ve done this every single year for 15 consecutive years and haven’t been told it’s an issue I actually was going to another florist until I remember how much she bragged about the flowers I got her last year from your business which made me call and place and order. In closing I understand we all are human and have bad days or even weeks but as managers of our businesses we have to get in front of obstacles like such by staffing more people or by being better prepared for the large order that we know will take place. Thanks for taking the time to reply and I hope this has been a...