Initially The flowers were never delivered, though I received an email confirmation they were. I called my friend to see how she liked her special birthday flowers, only to learn they had not arrived.
However, once the team at Chelsea realized their mistake, they were relentless on not only refunding me for the flowers, but also sent an arrangement to my friend along with their sincere apology for making a mistake.
Life happens and sometimes providers miss the mark. But, the CEO reached out to me and did not rest until he fixed it.
For this I will always be a loyal customer.