Hi Amy,
Thank you for your feedback. At Highgarden, we take every concern seriously, and we value the opportunity to clarify the situation in full transparency.
You initially received a rose from us that was unfortunately not up to our quality standards, for which we issued a full refund and extended a $40 courtesy coupon to express our goodwill.
Despite your statement that you would no longer purchase from us, we note that you placed five additional orders between July 30 and August 21. In fact, in order #241569 on July 30, you used the $40 coupon, paying only $10 for a rose plus $5 shipping. Subsequently, in your order on August 21, you attempted to use the same coupon again due to an oversight in our system, which we kindly allowed. When you requested a cancellation of part of that order, we offered you a prorated refund for the remaining items. However, you expressed dissatisfaction because you were unable to reuse the coupon, which had already been applied to a prior order. To avoid any further confusion, we decided to issue a full refund for that order.
It is disheartening that, after this extensive effort to resolve your concerns and honor your orders, your review suggests a different experience.
At Highgarden, our priority is always to provide top-quality roses and excellent customer service. We believe in fairness and transparency with all our customers, and we stand by our commitment to resolve any issues in good faith.
Thank you again for your feedback, and we remain committed to delivering beautiful roses and an exceptional experience for all of our customers.
Best,
Evelyn
Highgarden Roses