We had a terrible experience working with Felly’s.
The wedding coordinator Hannah would not return my calls, respond to emails, and did not provide necessary details leading up to the wedding. 2 days before our wedding, I was on the phone at 3... am leaving messages for florists because Felly’s threatened to cancel our floral contract if we didn’t pay them more fees than our initial contract -- does any bride want to go through that leading up to their big day?
We started planning our wedding in February. I had to call and email repeatedly just to pay them the initial deposit to secure my date. Yes, I (the customer) had to repeatedly call just to pay THEM. When I reached out to both the owners of Felly's to express our concerns about the lack of communication I heard nothing back. Terrible customer service from day 1.
IMO, the wedding coordinator was condescending and rude. She constantly said things were "obvious" or "assumed" when they were not. A prime example is that a month out from our wedding, we had a virtual meeting with her to discuss final details. This could have been an opportunity to square away all final decisions and clear up both parties' responsibilities. We told her we would be out of town the week prior to the wedding and asked for all details to be explained before we left town. Then, the TUESDAY before our wedding, she sends me an email with questions about items we'd already discussed during our Zoom meeting a month out from the wedding, it looked like she didn't take notes or didn’t pay attention on our call. We'd also opted to supply our own vases (which we specifically went to Milwaukee to buy special for our wedding months in advance). In her Tuesday email, she mentions for the first time that we need to bring them to their Monona location by end of day Wednesday (so barely a 24 hour notice) or we will have to pay to rent vases from them instead. We were out of town and had no way of doing this on such a short timeline. She offered to rent us vases (which meant paying them more money) and threatened to completely cancel our contract if we didn't either rent the vases or get the vases to her (again, we were out of town). We felt forced into renting just to move things forward. She also said the vases had to be returned by the following Wednesday, we already had our honeymoon planned and we'd be out of town. I asked if they could be lenient and let us return the vases one day late. She said we'd be charged in full as if we purchased them. So, we cut our honeymoon short to drive home, drive all the way out to Monona and return the vases before they closed. When we returned them no one even bothered to ask what wedding it was for.
They also charged us nearly $200 in setup fees. When I asked why those charges were so high and if we could do the setup ourselves, she said it was a complicated process, requiring training and a full hour of setup by 2 people. I sent a friend to oversee setup the day of since I would be busy. Felly's was supposed to arrive at 1:30 pm to deliver the flowers and setup, I told my friend to arrive at 2:15 to catch them towards the end. She luckily arrived early at 1:45 and Felly's had already left!
We had a horrible experience and ended up paying $350 more than we originally planned to spend, spent dozens of hours of extra time agonizing over our wedding flowers when we could have been doing something else.