kcampbell
Disney Girl
- Joined
- Mar 7, 2009
- Messages
- 579
I had an interesting experience with Keepsake Floral and wanted to share what I went through.
I decided at the last minute to have my bouquet preserved and by last minute I mean the afternoon after our MK Shoot I called them and arranged everything. So, first off- had I known I could have saved the $75 pick up fee by taking it to their shop near downtown Orlando I would have. But again, this was last minute and I was just happy to be able to do it.
So a month or so after the wedding I got a phone call to schedule my design session which I decided to do on-site b/c I wanted to see the options in person.
Finally the day arrives and I had my session (it got bumped to early April). They showed me the pictures they'd taken of my bouquet when it arrived in the shop and all of my crystal picks and we started designing. Susan, the designer, was great. She was very helpful and I left being very happy with my decisions and told them I'd come back to town to pick it up when it was ready (always love an excuse to go to Orlando
)
I got a voicemail on a Wednesday in June that my keepsake is absolutely gorgeous and that I can come pick it up anytime Monday- Thursday 9AM-5PM and Saturdays 9AM-12PM. Awesome! I made a hotel ressie for Friday night and was gonna pick it up Saturday morning! I was SOOOO Excited!! So, just to double check on thursday I shot an email to them confirming that I would be picking it up on Saturday before noon.
Friday rolls around and I am getting packed up (my mom was coming with me for a girls overnight) when I get a phone call (around 10AM) from a kinda rude woman from Keepsake saying she "didn't know what I was thinking planning on coming on a Saturday b/c they are closed on Saturdays". When I explain to her that the voicemail I had clearly said they were open on Saturday she adamently denied it. (I went back and rechecked the message and I HAD remembered CORRECTLY) So I told her that I had prepaid for a hotel room up there with the purpose of picking this thing up and had I known they were open on Friday 9-noon I would have left early that morning and been there that day. I asked if there was anyway I could meet someone at the shop either later on that day or sometime on Saturday to pick it up since it was THEIR employee's mistake. She said, "NO. Absolutely not." I tell her I'm going to have to call her back and see what my mom thinks of this mess.
After consulting with my mom, I call back and ask if they can deliver it to my hotel free of charge once again b/c of the mix up. Again, I get a NO, but we can deliver it for the courier's fee of $75. I'm livid and upset at this point, but kept calm and say fine, I'll pay it. So she asks for the address of the hotel. I'm like, "it's the Regal Sun on Hotel Plaza Blvd". She says, "what's the street address?". Me, "IDK it's on hotel plaza blvd. & unfortunately I don't have a computer in front of me to look it up." Her, "well I need it or else we can't do this." So once again, I tell her I'll have to call her back and she hangs up on me before I finish the sentence. RUDE! But I couldn't worry about that. I call my mom who gets me the address and then I try to call back-- no answer. Call again- no answer. At this point I call my mom and say- you call and I'll call and hopefully one of us will get through.
When they answer the phone again it's a different woman. Her name was Patty and she was wonderful. I explained the entire situation to her and she was very apologetic and said that the delivery fee is only $35- not $75. Phew!! That made me happier already! She took all the info and said it would be at the hotel before we got there. I was so thankful!!
So here's what my bouquet looked like:
And here was what I received from them:
I was shocked and SOOO Upset!!
Reminder photo- My bouquet and DH's Boutonniere:
I immediately started crying
and feeling like it was the biggest waste of money b/c it didn't look like my flowers. I thought there was a mistake b/c the preservation process is supposed to make them DARKER not lighter. So I called them on the next business day and the owner got back to me and said that she was sure they were mine, but that they would send me a box to ship the keepsake back along with some pictures and they would figure out what happened.
After receiving it, the owner called me and said she would have her colorist fix it- no problem. When I questioned why the roses looked so old, she asked how I felt if they replaced some of them. I said, "I'd rather have something on my wall that looks like my bouquet in the right color & know the majority were new flowers than stare at what I had thinking that they definitely weren't mine." I also explained the crystals and their placement in the bouquet (b/c the keepsake was horrid in that dept.). She said that they would fix everything and call me if they had any questions.
Here's the new keepsake sorry for the very yellow lighting:
I'm much Happier and can say I actually love it
!
In the end they replaced all but 3 roses. Now I'm just waiting to get the rest of my crystal picks back! Since they only used 10 in the keepsake and at $6.95/crystal I'd like the other 5 that were originally there. Drama that will hopefully end soon!
The positive thing is that if there is an issue they seem to bend over backwards to correct it. And I just hope none of you ever have to go through anything like this.
I decided at the last minute to have my bouquet preserved and by last minute I mean the afternoon after our MK Shoot I called them and arranged everything. So, first off- had I known I could have saved the $75 pick up fee by taking it to their shop near downtown Orlando I would have. But again, this was last minute and I was just happy to be able to do it.
So a month or so after the wedding I got a phone call to schedule my design session which I decided to do on-site b/c I wanted to see the options in person.
Finally the day arrives and I had my session (it got bumped to early April). They showed me the pictures they'd taken of my bouquet when it arrived in the shop and all of my crystal picks and we started designing. Susan, the designer, was great. She was very helpful and I left being very happy with my decisions and told them I'd come back to town to pick it up when it was ready (always love an excuse to go to Orlando
)I got a voicemail on a Wednesday in June that my keepsake is absolutely gorgeous and that I can come pick it up anytime Monday- Thursday 9AM-5PM and Saturdays 9AM-12PM. Awesome! I made a hotel ressie for Friday night and was gonna pick it up Saturday morning! I was SOOOO Excited!! So, just to double check on thursday I shot an email to them confirming that I would be picking it up on Saturday before noon.
Friday rolls around and I am getting packed up (my mom was coming with me for a girls overnight) when I get a phone call (around 10AM) from a kinda rude woman from Keepsake saying she "didn't know what I was thinking planning on coming on a Saturday b/c they are closed on Saturdays". When I explain to her that the voicemail I had clearly said they were open on Saturday she adamently denied it. (I went back and rechecked the message and I HAD remembered CORRECTLY) So I told her that I had prepaid for a hotel room up there with the purpose of picking this thing up and had I known they were open on Friday 9-noon I would have left early that morning and been there that day. I asked if there was anyway I could meet someone at the shop either later on that day or sometime on Saturday to pick it up since it was THEIR employee's mistake. She said, "NO. Absolutely not." I tell her I'm going to have to call her back and see what my mom thinks of this mess.
After consulting with my mom, I call back and ask if they can deliver it to my hotel free of charge once again b/c of the mix up. Again, I get a NO, but we can deliver it for the courier's fee of $75. I'm livid and upset at this point, but kept calm and say fine, I'll pay it. So she asks for the address of the hotel. I'm like, "it's the Regal Sun on Hotel Plaza Blvd". She says, "what's the street address?". Me, "IDK it's on hotel plaza blvd. & unfortunately I don't have a computer in front of me to look it up." Her, "well I need it or else we can't do this." So once again, I tell her I'll have to call her back and she hangs up on me before I finish the sentence. RUDE! But I couldn't worry about that. I call my mom who gets me the address and then I try to call back-- no answer. Call again- no answer. At this point I call my mom and say- you call and I'll call and hopefully one of us will get through.
When they answer the phone again it's a different woman. Her name was Patty and she was wonderful. I explained the entire situation to her and she was very apologetic and said that the delivery fee is only $35- not $75. Phew!! That made me happier already! She took all the info and said it would be at the hotel before we got there. I was so thankful!!
So here's what my bouquet looked like:
And here was what I received from them:
I was shocked and SOOO Upset!!
Reminder photo- My bouquet and DH's Boutonniere:
I immediately started crying
and feeling like it was the biggest waste of money b/c it didn't look like my flowers. I thought there was a mistake b/c the preservation process is supposed to make them DARKER not lighter. So I called them on the next business day and the owner got back to me and said that she was sure they were mine, but that they would send me a box to ship the keepsake back along with some pictures and they would figure out what happened. After receiving it, the owner called me and said she would have her colorist fix it- no problem. When I questioned why the roses looked so old, she asked how I felt if they replaced some of them. I said, "I'd rather have something on my wall that looks like my bouquet in the right color & know the majority were new flowers than stare at what I had thinking that they definitely weren't mine." I also explained the crystals and their placement in the bouquet (b/c the keepsake was horrid in that dept.). She said that they would fix everything and call me if they had any questions.
Here's the new keepsake sorry for the very yellow lighting:
I'm much Happier and can say I actually love it
! In the end they replaced all but 3 roses. Now I'm just waiting to get the rest of my crystal picks back! Since they only used 10 in the keepsake and at $6.95/crystal I'd like the other 5 that were originally there. Drama that will hopefully end soon!
The positive thing is that if there is an issue they seem to bend over backwards to correct it. And I just hope none of you ever have to go through anything like this.
But glad to see everything turned out the way you wanted! The bouquet looks lovely (regardless of the yellowy light!)! 
. In the end, I hope you're as happy w/ the "keepsake" as I am w/ mine. B/c atleast we both know it resembles our bouquets! 
They told me that the person in charge with taking in and sorting the bouquets messed up and lost a lot of them apparently and they finally fired her but maybe your bouquet got mixed up with someone elses too! They seem to be ok now. I guess I will find out when I finally get mine! 
I'm glad it all turned out in the end, but I'm glad that if I want to keep my bouquet I have to get them done in silk, because that way I can bring them home and get someone local to frame everything...
