Pretty Petals Floral & Gift Shop

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I ordered a flower arrangement over the phone for my Nana's (my grandmother) funeral from Pretty Petals Floral Shop recently and was rather disappointed with the flowers they delivered. I was told they could recreate the Teleflora Lavender Reflections Spray arrangement, instead of me ordering it through Teleflora (since Pretty Petals fulfills orders for Teleflora). I feel the arrangement they provided doesn't look much like the Teleflora one (I understand it would be nearly impossible to make it identical but this is very dissimilar) and I'm unhappy with some of the flowers they substituted (2 small carnations instead of a cluster of larger chrysanthemums, more greenery used as filler, etc). The flowers were much more tightly/densely arranged in the Teleflora spray compared to the Pretty Petals spray. Also, I was charged $10 extra for a ribbon with "Nana" on it. They attached the letters to the ribbon using very visible scotch tape and multiple staples. I spoke to Ernie (the owner, I believe) from Pretty Petals about all of this and he was very unhelpful and even rude. I was charged $140 for the arrangement (extra charges for the ribbon and delivery to the funeral home). I believe it would have been less expensive had I just ordered through Teleflora (and chosen a different florist to fulfill the order). I know they have a lot of happy customers and I've seen pictures of lovely arrangements they've done in the past, so I'm surprised to have this issue and poor customer service from them.