Edible Arrangements at 29881 Aventura a, Rancho Santa Margarita, California.

See Edit based on Owner's response.

Horrible Customer Service from staff and manager

I placed an online order with EA for a small arrangement to be sent to my in-laws for an anniversary surprise. I scheduled the arrangement with specific instructions regarding a message to include as well as delivery notes. One part of that was included while the other was simply disregarded. The delivery notes mentioned to deliver after 7:30 PM, and to call my cell if that would not be possible. These were explicit, yet left with utter disregard by the staff. The arrangement was delivered the next day at 3:30 PM and welcomed, but completely threw off the timing of the surprise. I was notified by my in-laws that they received the arrangement. I then contacted the store directly and spoke with a Julie/Julia regarding this matter. I was not happy to say the least and she kept harping their disclosure, which I was already fully aware of before placing my order. When I asked to speak to the manager, I felt discounted by the tone of her voice when she mentioned that the manager was on the other phone and she would have her call me back the same day. I never received that call-back. I subsequently submitted a complaint online with an online-chat representative with notification that I would be contacted by the store manager directly within 48 hours. Needless to say, I never received a call from the manager within that time-frame. It was not until 3 days after my complaint submission that I was contacted by the store manager, or “someone” from the store.

I received a call and the introduction of the call went something like: Me: “Hello?”; Them: “Is this Todd?”; Me: “Yes this is.”; Them: “This is the store manager at the edible arrangements; I noticed you have a complaint that we ruined the surprise.” Is this the proper way to introduce a person in a managerial level? I thought it very strange that someone does not go by a name, but rather a title and was very blunt and unsympathetic to my complaint. I still to this day do not know the name of the person I spoke with; that is unacceptable. We continue through the conversation with the long winded apologies, but I do not believe the store manager ever truly understood why I was upset. It was because the lack of professionalism shown to me throughout the entire experience compounded by the poor or lack there of customer service that I am writing this review. I feel strongly that I should have been called regarding the delivery. If you could not deliver the arrangement at the time (regardless of whether you are or are not closed) then please, please let me know. The store manager worsened the experience by 10-fold when she contacted me late and blew it off by saying that she just received the complaint. Your staff member mentioned that she would deliver a voice message to you in person the day I called! She wrote my contact information down! I am frustrated because you did absolutely nothing. The staff member and suspected store member literally showed me indifference for service to the customer. I received resistance from the conversation from the store manager and a lack of respect for which an unsympathetic apology does not mean anything other than coming across as disrespect. I have used EA before this experience and it was a pleasant experience because EA seemed to care about the experience, but this occurrence really speaks bad about EA’s reputation.

Edit: Store owner, Russ contacted me in response to voicemail I left and sincerely apologized for the experience. He made right on his promise to meet expectations of service and delivery to the customer. Greatly appreciate his communication and adjusted my rating based on this.