Complain about a product or service

The Bridal Plaza by Flowerama

Glendale, NY

Marcella of Valley Stream, NY writes:
I had many problems with them regarding my wedding video. My wedding was on August 15, 1998. I picked up my wedding video from Flowerama right after my wedding back on October 3, 1998.

In order for me to pick up my video prior to viewing it I had to pay the balance in full at that time. After I edited my video, I brought it back to them on February 6, 1999. They informed me it would take approximately 16 weeks before I would receive my edited video.

In April I then started phoning Flowerama to see what the status was of the video. They informed me that they received new equipment and, therefore, all videos were on hold and it would now take longer than anticipated for my edited video. Finally after much calling 6 months (26 weeks) from when I dropped off the video, I picked up my 1st edited video on August 16, 1999.

After viewing it, there were many errors. Mainly there were careless typographical errors in the beginning with all the names of the bridal party including the bride and groom. Other segments of the video that needed to be adjusted such as dancing and good wishes were also to be moved as well. Other than those errors the video was fine and in my eyes there were very few changes and adjustments to be made.

I then brought back my video back on August 21, 1999. I informed them of the errors with the video. I also offered them my work number if they had any questions regarding the notes I had made for them to call me. I asked them approximately how long will this take. They told me it would take approximately 2-4 weeks to correct.

After 6 weeks I picked up the video again for the 2nd time on October 2, 1999 and there were still errors. They did, however, correct their first errors but they took out other parts of my video. When I viewed the first edited video it was approximately 2 hours long. After the 2nd edit, the video was only 1 hour and 35 minutes long; therefore, other parts of the video were taken out.

I again called them back and told them the problems all over again. Some examples of these problems were they deleted one of my bridesmaids that were to be moved, they deleted the best man exiting the limousine, the toast inside the limousine, and two songs. Where pictures were to be added in, they cut the faces, which was not done in the 1st edited copy. This copy was worse than the 1st copy.

I then called them again and told them what the editor did and what needed to be corrected. I wanted to drop the video off the next day to them so they can get started on these corrections as soon as possible. I told them after I drop off the video that I would like the video back to me after a week. She told me that they would have to do that to accommodate me since I patiently waited so long. They told me since the video department was going to be closed the next day since it was a Sunday it would be best if I could come back and sit down with them to review all the mistakes.

I told them I now live in Nassau County and I would be unable to meet with them any other day than a Saturday.

Due to the fact that another worker was going to be on vacation they asked me if I can wait until they return and we can review it after. I asked them if they were open on Monday, October 11, 1999 since it was Columbus Day and I was off from work I could take the drive to Queens and sit down with them. We then agreed we would meet on this day and sit down and discuss all the mistakes and corrections that need to be made.

After our meeting I asked them approximately how much longer it would take to be done and she told me she had to sit down with the editor to review with him all the corrections that need to be made. She then told me it would take approximately another 2 weeks to be done. After a week and a half later, I called them to see what the status was and asked if it would be ready by next week. Their response was "I don't know how much longer but its still in the editor's inbox." They told me they would phone me when it was ready.

After a very frustrating 9 months of waiting, I finally received my video on October 30, 1999. Even though I received my video and it was finally correct, I did want to inform you how Flowerama conducts business. I have been married a year and 4 months. I feel I should have had my video for quite sometime now, and there is no reason why it took so long. I am upset with Flowerama because they made sure the balance was paid prior to my viewing and when I phoned them they really didn't care how much longer it would take because they already received their money.

I kept my part of the contract and they should have done a better job keeping their part of the contract. The only compensation they offered me was another copy of my video. I feel my video should have been first priority on their list. I'm sure other brides who have been married after me received their video before me. They were very laid back on this situation. I feel they don't care how I as a customer felt.

Besides my video I also purchased with Flowerama my pictures, my dress, tuxedos, invitations, bridesmaid's dresses, and flowers as well which totaled up to over $6,000. There were other minor problems I had with them but this was the worst service I received from Flowerama. A reputable company such as Flowerama should care a lot more about their customers and stand up to their reputation. I would NEVER recommend Flowerama for their video service. They are very careless and slow when it comes to their video editing. I paid over a thousand dollars for my video and it took over a year later to finally receive the video. The amount of money that I paid and the service I received.

Thomas Arcuri of The Bridal Plaza responds:

In response to Marcella of Valley Stream we were totally responsible for the extended time it took to complete her video. It would normally take up to 16 weeks to complete.

We did purchase new equipment to improve the quality of our videos, unfortunatly the learning curve of the equipment was more than anticipated we finally had to bring in a service technician from California to get the system working properly. At the time of the purchases we were not told that no one in the New York area could service or train our people correctly.

When management was made aware of the problem we moved as quickly as possible to complete the video to the customers satisfaction. To the best of our knowledge the customer was very happy with the content of the video. It was the extended length of time to complete this video that was the problem.

Our company has taken steps to see that this does not happen again and ultimately we only intend to improve our services and value to our customers.

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