I was so disappointed with this company and will never order from them again. After placing my order, and picking my delivery date (3 days later), I received no other correspondence from the company other than a shipping confirmation. I never got a delivery notification, so several days later I check the status of my order, only to find out that the delivery company (OnTrac) was "holding" my order, waiting for confirmation of the address. OnTrac didn't contact me. Heart and Thorn neglected to contact me to let me know what was going on, nor did they confirm the delivery address (which was correct) with OnTrac. If I had not followed up on my own to check the status of my delivery, it would have been sent back and never delivered. This process makes absolutely no sense. Why am I the one following up when this should be the responsibility of Heart and Thorn? Upon calling Heart and Thorn to inquire and confirm the address, the customer service person googled the address after I assured them it was correct, only to tell me that 'it didn't look like a neighborhood'. They told me I had to confirm with OnTrac which is completely illogical. Just horrible customer service and total neglect from a company who you're paying to do a service for you. The flowers were delivered after I repeatedly contacted OnTrac; however, they were delivered over a week late and it was such a hassle and added stress - which should not have been my responsibility given how expensive this service is to begin with. Totally incompetent company that I would never recommend.
I ordered an orchid plant and a bottle of Chardonnay to be delivered to a good friend as a thank you. You guys sent some crappy flowers and aI ordered a orchid plant and a bottle of Chardonnay to be delivered to a good friend as a thank you. You guys sent some crappy flowers and a bottle of red wine. When I complained to customer service, they told me that that was your policy and I should just deal with it. We never ever ever ever ever order from you again or tell anybody to do so.
Requested early morning delivery... delivered at 2:30pm. unacceptable
This order was not delivered and the phone number posted on my credit card statement goes to Mosquito Joes. Still trying to figure out how to get my money back.
Didn’t get what I ordered, when I contacted customer service, they went on a great length to basically say they weren’t sorry and I should have read the small prints nobody reads.
I ordered flowers and champagne to be delivered to my daughter as a surprise for her wedding engagement, since I could not be there in person.
The flowers arrived 5 days late, after traveling across the country for literally 6 days. (The flowers came from a distribution center in California, and were being shipped to Arkansas. I was told there was an “unexpected issue with the preferred and closer distribution center") As you might expect, the flowers were dead upon arrival, and made for a very disappointing and embarrassing gift. In addition, the arrangement looked nothing like the photo online. Instead of arriving in a beautiful, pink, heart-shaped container, it came in 3 separate plastic pink cups. Also, they were supposed to be predominately roses, but most of the roses had been replaced with cheap carnations. As my daughter opened the plastic cover, the dead flowers literally fell off the stems onto the table. They did refund me for the price of the flowers. I’m not sure how good the champagne will taste after 6 days of travel in a hot UPS truck, but they did not refund that cost to me. Overall, the whole experience taught me to order locally from known and reputable companies that I can depend on for important occasions. Buyer beware...
I ordered this to be delivered to celebrate a wedding. I gave the delivery date. It was not delivered on that date and I was not notified that the delivery could not be made. I received an email on the day of the new delivery. I responded and was told there were “unforeseen circumstances.” This is unacceptable. I should have been notified that delivery would not be made in the date requested and offered the opportunity to cancel. I was informed I could not have canceled and there was no way to refund me. Please do not do business with this company. They do not care about customer service.
Delivered as promised
There is a discrepancy in the recent order I placed with your company. The product description and accompanying image on your website depicted a Pink Whispers Exotic Orchid Plant. However, upon receiving the product, I discovered that the flowers were entirely white instead of pink, which does not align with the advertised description. This variance is unacceptable.
Furthermore, while the order was placed on April 2nd with a stated delivery date of April 8th according to the invoice, the product was only received today, April 10th. This delay is highly disappointing, particularly as the item was intended as a birthday present. The recipient's birthday has passed, and it is regrettable that they received their gift late due to the delayed delivery and incorrect delivery date provided. Customer Service Agent did not gave a satisfactory resolution. Very Disappointing with ethe service. Will not recommend to anyone.
As this is my first time ordering from your company, I am greatly disappointed to have encountered such issues with both the product and the delivery process.
Not only was the wrong plant and planter sent to my grieving friend, but your customer service made excuse after excuse that they can substitute anything they want even when it isn’t even equivalent to the plant I ordered. I ordered this specific planter and they sent one that was ugly. The plant was upended with the soil dumped out before delivery and my grieving friend had to repot the plants. The confirmation stated it would be there on a specific date. It was not. It was delivered 4 days later. I wouldn’t give your company any stars if that was an option.
I ordered the Sweet Talk floral gift set for my husband as Valentine gift. He love it! The floral arrangement was beautiful! He really like the wine and cheese selected!
One and done here. Missed the mark and said it was someone else’s fault.
So many other places to buy Valentine’s Day gifts you should try before this one.
I ordered gifts using edible-delights for the same holiday and had a great experience.
0/ stars ⭐️
Received great feedback from the recipient, happy customers !
It was a great basket! I was able to choose the items I wanted and my family loved it! They just wanted to thank me again for the great New Year gift.
I received a good review about this item. Truffles were delicious and the chocolate coated strawberries were fantastic! She was very pleased with my gift!
Very satisfactory and reliable service. Thank you Hazelton's team. Five star service!!!
My friend was delighted with the quality of the cake I am delighted it arrived the same as the picture portrayed it.Will certainly use your services again.
I sent this gift to my daughter for her birthday. She was thrilled with the contents. I have sent Hazelton's baskets in the past and have never had any complaints. I hve another one on the way for tomorrow for another birthday gift for my son.
The plant that was sent ended up being frozen! I have tried to call you and left the information you asked for, and my message about the plant’s condition was not returned and there was no email response either. The order # was HTU81780 . Kindly email, or preferably call me at [****]. Thank you for your time in advance.
Two orders placed, arrived completely destroyed, no refund for either.
I spent over $130 on an Orchid and 3 bottles of wine for a retiring employee that was supposed to be delivered the same day. It didn't get there until 2 days later - which was ok, except... Heart & Thorn sent products entirely different than what I ordered.
I sent this in an email to their customer service department:
"The Oriental Musings Exotic Orchid Plant description online shows two pink/ivory orchid stems in a rectangular shaped basket planter. My recipient received white orchids in a round white planter with a green bow that looked like someone was in a hurry when they tied it. Also, the wine selections that I ordered were not what was delivered. I can look past this too, but the flowers, I can’t. I understand that your website states that in some cases, substitutions will be made. However, the orchids I ordered took me forever to pick out and they looked so pretty and elegant, but what she received was really very disappointing and was definitely not what I paid for. I would never have ordered plain white orchids at a cost of $79.99 and I just don’t agree that solid white orchids are an acceptable substitution for pink and ivory colored ones. Not from a company that claims to be America’s #1 Flower Gift Company. Very disappointing."
Here was the reply I received:
"Hi Erin,
We're sorry to learn that you are not satisfied with the products delivered. We do take careful steps to ensure that all orders exceed expectations. However, as per our substitution policy stipulated in our terms and conditions, at times substitutions may be necessary to fulfill orders in a timely manner, especially in the event that an order is time-sensitive and intended for a special occasion.
Substitutions are actually quite common within the gifting and gift basket industry, as products are constantly changing on an ongoing basis after product details and photos have been published. Some items may be temporarily unavailable due to various reasons beyond our immediate control, under which circumstances we reserve the right to substitute such items with similar products of equal or greater value to ensure that orders are delivered in a timely manner without incurring further delays. Degrees of substitution may vary. In some rare instances, the entire contents of an order may be substituted.
Due to the high volume of orders being processed, we are not always able to contact customers ahead to advise them of substitutions. By placing an order you accepted our terms and conditions, and thus agreed that the order may consist of products that differ from the original product description. Furthermore, you agreed that you are not entitled to refunds or compensation under such circumstances, as per our refund policies: "NOT AS DESCRIBED & SUBSTITUTIONS - Where a package is 'not as described on our website' and/or we have substituted item(s) in a gift/gift basket that are in compliance with our 'substitution policy'.
We appreciate your understanding.
Sincerely," XXX "(CSR)"
(I have removed the CSR rep's name. It was not the CSR's fault, just doing what they are paid to do)
I will never use this company again.
I ordered a classy looking gift for a classy person and they received something that I could have gotten at the local supermarket.
Do yourself a favor, skip this company and save some money by just using InstaCart. You'll get the same results for half of the cost.
The cake was really nice, great quality and exactly as promised. Delivery sadly took 6 days from the day ordered.
Sent to my sister and husband for anniversary, they were very happy and enjoyed. Only disappointed in the delivery arrived a week late, as the delivery company does not deliver on week ends and holidays
all looks great but makes you think twice before ordering on how important it is.
Hearth & Thorn REFUSED TO FULLY REFUND. Flowers completely damaged. Bottle of Champagne BROKEN.
