Extremely disappointed by professionalism despite beautiful flowers
The Malone Flower Shop did an excellent job with the floral arrangements for my wedding — the flowers themselve...s were absolutely stunning. However, the overall experience was deeply disappointing due to how the situation was handled afterward.
On the day of our wedding, the boutonnières we ordered were never delivered. This meant that none of my groomsmen, my grandfather who walked me down the aisle, or my husband’s father had boutonnières — something that was very meaningful to us and clearly listed in our signed contract. While I was upset, the flowers that were delivered were so beautiful that I decided to let it go and wasn’t even planning to request a refund.
A few days later, I received an email from Susan informing me (not asking) that she would be charging my card an additional $106 because my coordinator asked her to drape fabric across the arch — fabric that I had purchased myself. If she had simply mentioned there was an extra fee, my coordinator would have handled it, but instead, I was just charged after the fact.
When I called to resolve the issue, Susan initially claimed we had never ordered boutonnières at all. After placing me on hold to find the original contract, she realized we had — and her explanation was that she had only worked off the portion of the contract I had re-scanned after signing. Despite acknowledging that the mistake was on their end, she only offered a $14 refund — the difference between the missing boutonnières and the surprise draping fee.
At minimum, I expected accountability and a sincere apology for the oversight on such an important day. Instead, I was met with blame and an additional charge for a service I didn’t authorize.
While their design work is beautiful, the lack of professionalism, accountability, and customer service completely overshadowed the quality of the flowers. I would caution other couples to double-check every detail in writing and be prepared for unexpected charges.