Flower shop gets even with supplier

With increasing regularity, Maine businesses are turning to COMBAT when they find themselves as consumers.

Such was the experience of John Q. Merchant of Coastal Flower Boutique (names changed by request) when his Hancock County flower shop placed an order for $6,070 in supplies with Pacific Floral Supply of San Diego.

In anticipation of a busy spring season when Valentine’s, Mother’s and Memorial days account for much of a florist’s annual business, Merchant ordered his pots, ornaments and other floral supplies in the fall. He paid half the amount ($3,000) to secure the order, feeling confident because his experience with Pacific had always been good.

When the merchandise didn’t arrive by Thanksgiving, Merchant became anxious and contacted Pacific. It explained that its Asian suppliers were backlogged. It assured Merchant that his order would be honored by Christmas.

Christmas came and went, and Coastal Flower Boutique was still without a pot to plant in. Merchant called Pacific several times before New Year’s Day, but his calls went unanswered.

With the spring season approaching and no word from Pacific, Merchant contacted an alternative wholesaler and placed a similar order. He also sent a return-receipt request letter to Pacific, notifying it of his intent to cancel the order, and requesting a refund of his $3,000. Within three weeks, his replacement order from the other vendor was on his doorstep and he began preparing for the spring rush.

Meanwhile, Merchant received a notice from Pacific saying his earlier order was scheduled for shipment in January. Merchant immediately called Pacific (this time it answered) and told it he no longer wanted the goods and wanted a refund. The California supplier’s response was terse: It was sorry for his wait, but he had purchased the merchandise and it expected him to honor his agreement.

Merchant was not a happy planter. He and his wife were COMBAT members and had used our services in the past when, as individuals, they had experienced problems with consumer transactions.

“This is not for me as an individual. It is my business,” he wrote, “that is having the problem. Does COMBAT help small businesses?” Indeed we do, we assured him in a return letter; thanking him for enclosing copies of his canceled check, his letter to Pacific canceling the order, and copies of the order forms. That made our job easier and we were able to get a letter out to Pacific Floral Supply quickly in an attempt to stop the shipment.

We reminded Pacific that our Maine merchant’s order was time-sensitive because of a need to supply in advance of a busy floral season. We also reminded Pacific that its failure to respond to Merchant’s repeated attempts to contact it left him no choice but to order elsewhere.

We further advised the California wholesaler that if it did not stop the order and return Merchant’s $3,000 deposit, we would have no choice but to contact the attorney general of California, Better Business Bureau, and San Diego Chamber of Commerce, and any others who might help.

Two weeks later, John Merchant had his $3,000 refund and a letter of apology from Pacific. Well, that seemed pretty easy and we can use that $3,000 more in Maine anyway.

“You guys are amazing,” John Merchant wrote us shortly after receiving his check. “I figured I’d be lawyer-bound on this. Send me information on buying a business membership.”

We did, Coastal Floral Boutique joined COMBAT, and everyone (here in Maine) was happy. We love endings like that. Thanks, Mr. Merchant. Tell your “buds” about us.

Consumer Forum is a collaboration of the Bangor Daily News and Northeast COMBAT-Maine Center for the Public Interest, Maine’s membership-funded nonprofit consumer organization. Individual membership $25, business rates start at $125 (0-10 employees). For help and information write: Consumer Forum, Bangor Daily News, P.O. Box 1329, Bangor 04402-1329.