I have to start by saying that Susan's work looks nice -the flowers she provided for my wedding were of good quality and were arranged fine, so my guests were unaware of the issues. The low review relates to her customer service. I initially sent Susan an email providing my vision for my flowers. She provided a reasonable quote, but I was trying to keep my budget down so I decided to do the bouquets myself, and to use her for just the flower arrangements and ceremony arch. I requested sample pictures of those items so I could figure out what I wanted and she told me to just look up images on the internet and send them to her. I spent hours looking at floral images and finally sent her 5-6 pictures of arches that I liked only to be told that they wouldn't work for my outdoor ceremony. Ok, I understood, though I was irritated that she hadn't explained to me what I needed to be looking for up front. I again asked for pictures of what could work and was told she didn't have any. She gave me a basic description of what she could do, but I didn't like the sound of it, so I asked my wedding coordinator to work with her to figure something out. My coordinator talked to her and did a picture mockup and we agreed that was what we would do. The day of my wedding I discovered that not only did she revert to her original design (not what we agreed), but she also left out two of my wedding colors (she said this was done my mistake, but my coordinator had already told me Susan didn't like my color combination and wanted to use just one color). So, I didn't have the look I was going for (and the bridesmaids' bouquets didn't match the other flowers). Susan's communication is spotty (more prompt on billing than anything else) and she is the only professional florist I've ever head of that doesn't have portfolio pictures to use for ideas. I wouldn't hire her again, but in fairness if you aren't picky about the floral style, her prices are reasonable and her flowers are pretty.
