Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid $427 for missing goods was offered a credit and then the company never honored the credit

  Business Response

  Date: 08/08/2024

  The customer has reached out to our support team and has been provided the credit for $427 to her Bouqs account. 

• Initial Complaint

  Date:05/08/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Dates: 5/3/24, 5/7/24 Placed multiple orders for "NEXT DAY" flowers. Flowers were not delivered. Contacted customer service via online chat (no phone number available) was told first order was delayed at farm, canceled this, placed new order for "NEXT DAY" flowers, this was also not delivered next day. Contact customer service, find out flowers not available. This was not communicated to me prior. Was told to select another arrangement from "NEXT DAY" on website. Did so, was told those flowers were not available until May 28th. I want to bring to consumer awareness that advertised product availability is not clearly listed for orders, nor communicated to the customer if there is a delay. Should this have been a funeral I can't describe how embarrassed and disappointed I feel in not being able to have flowers delivered in a timely manner, as advertised by the business! I wish for the business's practice of advertising floral arrangements for "NEXT DAY" delivery investigated and corrected, with CLEAR language describing actual delivery dates. If flowers truly arent avail next day they should NOT be listed and sold as such! I was told their phones were down when discussing this situation, I want a supervisor or executive from their marketing and sales department to formally contact me with a statement of awareness of this experience and an apology. I had been a long time, regular customer since before 2019. This was not the experience i have known or expect for anyone needing flowers sent in a time constrained manner. Thank you

  Business Response

  Date: 05/09/2024

  Hi ****,

  My name is ***** and I am the manager of our Customer Experience team here at ********************. First, thank you for taking the time to send us this detailed review of your recent experience on our website as satisfaction with ease of use is one of our top priorities. I understand how frustrating this must have been for you and I assure you I will work closely with the appropriate teams to ensure all products on the site are correct in their designated delivery speeds.
  

  Looking at your first order placed on May 3rd, I see that the arrangement selected (The *********) was purchased from our "Get Well" catalog that is not the same as the "Next Day" catalog. Flowers from this catalog include a vast array of delivery windows including the arrangement you had chosen which, shipping farm direct from ********, requires at least a 7-day lead time from the date of delivery not including weekends. This is why the date you had chosen, May 13th, was 10 days out from the date you were ordering and not available next day as an option.
  
  The second order, however, was placed directly from our next day catalog which required a zip code confirmation to present the options available for your recipient in their specific area to make the next day delivery possible. These checks ensure that we can collect zip code information to point the customer to the closest florist to ensure delivery. Now, this is where we dropped the ball. We had been experiencing technical difficulties on our florist portal that usually sends us alerts about issues with orders so that our support team can proactively reach out to customers and get a replacement out as soon as possible. Because of this technical difficulty, we never received a message from the florist to do this which is 100% on us. 

  
  As of May 8th, the fix on this technical issue has been corrected and working as expected. The timeline of your experience, unfortunately, fell during this time when we were experiencing the issues. I hope this added context helped explain what happened although I completely understand if you are still frustrated since this was a extremely rare scenario that we have since fixed and have checks in the future to detect earlier.
  
  To make right for you, since both orders mentioned in your post have already been fully refunded, I have added a $100 credit on your Bouqs account that you can use towards a future order if you'd like. You can find this credit by logging into your Bouqs account and going to your "payment" tab where you will see the credit for 1 year. Thank you again for bringing this to my attention. 

  Sincerely,

  *****

• Initial Complaint

  Date:01/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear *** or Madam:I am writing to formally dispute and file a complaint against The Bouqs Company (*************************************************************** *****) totalling $1,2680.45 billed to my debit card account for the period of April 2021 through the current month of January 2023. Last week, on my birthday, I looked at my online banking and noted a charge that did not look familiar from Bouqs. I did not order anything from them so I did not know what it was and called ***** Fargo to inquire.Upon searching my transaction history, I noticed that The Bouqs Company (*************************************************************** *****) has been charging my card (different amounts) between ***** dollars every month for almost 2 years. I did not consent or authorize any of these payments and they are refusing to refund the money back.On April 25th 2021, I ordered a flower arrangement to be sent to my now deceased aunt and it seems that since then, they have charged my credit card every month with various amounts.I nor my aunt received anything after that initial flower arrangement and she passed away September 2021. No one received any flowers, goods, or services after April 25th 2021 (the very initial order). I have tried explaining this to Bouqs customer support via their email form and they are not responsive to the issues and only say that the charges are valid and cannot be refunded. In the very last message, Bouqs said they would make a one time exception for my trouble and refund one charge for January 2023 which I find to be outrageous, as they were notified December 29th, and they have already took **** dollars. The customer service robot did not even have my correct email address, they indicated *************************** is my email, which it is not, and that the monthly charges are for their subscription, which I again did not sign up for. That email address is not mine and does not belong to me otherwise I would have known about these charges.This seems extremely fraudulent to me as I did not authorize or even know about these additional charges totaling ***** dollars. This is so much money and why would I or anyone just agree to have money taken from my account every month without receiving any goods or service and without my knowledge or consent. The flower delivery was requested for just a one-time delivery for my now late Aunt on April of 2021 after she was released from hospital.She lived in a retirement and care facility that is secured and has security staff at entrance and any entrance to her building would require a call to her selected phone number for the door to be opened. Due to my aunt's conditions all the calls from the Entrance would get transferred to my cousin's cell number (her caretaker) to give and allow entrance to visitors or any possible deliveries. My cousin/**** only received one flower arrangement. I was in constant contact with her and my cousin on a daily basis and visited her at her apartment very frequently. There was no other arrangement delivered other than the one and only that I ordered dating April 25 2021 and I was informed when this delivery was received on that date. I provide this level of detail because access must be granted to make a delivery, and this occurred only once with the sole initial flower delivery.Further, My Aunt passed away September 2021, so I am certain no deliveries were made to her despite any claims Bouqs is making. I am in shock that this company has been fraudulently charging my account for over $***** as of April of 2021 and denies a refund for all of the additional charges after the first order. I feel like they are stealing money from people, why would I spend $**** for 1 flower arrangement.I'm disputing these charges for the aforementioned reasons and kindly request a refund of all of the money withdrawn by Bouqs since April **************************************************************** consent. It seems explicitly clear to me that nothing other than the original order was intended or authorized and Bouqs is deciding to conduct business in this very shady and fraudulent manner without any accountability and should return money rightly owed to me.Sincerely,************************* ************ ********************

  Business Response

  Date: 01/27/2023

  Hi ******,
  
  I hope this email finds you well. Thank you for bringing this experience to our attention with such detail.
  
  I want to start off by sending our sincerest condolences for your Aunt's passing. I do hope that the initial Bouq brought her some comfort and joy.
  
  Second, I'd like to apologize for this frustrating and confusing experience. I took the time to review the case and this is what I discovered. On April 25th, there was an order for the The Love You Forever Bouq, which is one of our non-subscription Bouqs. In Attachment A, you can see the screenshot for this order including a subscription activation line item that notifies The Bouqs ** that you opted for a subscription which offers 30% off this non-subscription Bouq. Before completing the order there is a terms and conditions which much be checked before the order can be processed. That picture is Attachment B.
  
  The first subscription order was delivered on May 2021. We do send emails notification prior to processing subscription orders and delivery emails as well. Unfortunately, the email that was used to create an account with Bouqs.com is *************************** that appears to have a typo and should be
  **************************, loans with an N not a B. Which explains why there was no notification of the orders being processed and successfully delivered to the address on file:
  
  ***************************
  *************** 212
  *********** ** 95054
  
  I do see you reached out to our customer support on December 28th in which all this was explained. There was a refund for the December order that was processed and delivered. Proof of that refund is on Attachment C. I also see that you reached out to us on ******* and there was a refund for the past 5 orders, which is reflected in Attachment ** Attachments E- I shows proof of delivery with pictures that show they were delivered to the door 212. The last attachment shows the order was signed by A.AA.
  
  In summary, while a subscription may not have been intended, one was activated and clearly stated as a subscription as the terms and conditions had to be clicked for the order to process. Unfortunately, due to the typo in the email address, notification and delivery emails were not received. Despite the orders being successfully delivered per ***** delivery proof, we refunded a total of 6 orders in order to make it right. I hope this explanation gives more clarity to the experience.
  
  Best,
  
  ************************************.
  See Attachment/File: Attachment A

• Initial Complaint

  Date:10/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the********** bouquet (first picture attached) October 1st for delivery on October 10th. The second picture I am attaching to this report is what was received. Clearly not the same bouquet, in fact it appears to be a cheaper bouquet from their website. Reached out to customer service and was told that it was the same bouquet repeatedly. I have asked for a refund several times now. Was told a rep would call me after I reached out via chat - no response, no resolution. I do not want a voucher or credit from this website - there is no guarantee they will send the bouquet I order. I want a refund.

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/19) */ Hi *****, I hope this message finds you well. I'm sorry to hear about the disappointment you experienced receiving your Bouq and the frustration in getting a resolution afterwards. I do see, as you mentioned, transcripts of conversations with some of our agents. Thanks for including pictures of the Bouq you received that really helps. I do see that although the number of stems and types of flowers used were correct, the colors did not match the picture on our site which unfortunately, the agent did not acknowledge. In addition, the way the agent handled your concern via chat was not aligned with our policy or training. I have already escalated this to our QA and leadership for coaching of this agent and training to the team at large so this does not happen again. Thankfully, I see that one of our Team Leads reached out to you via phone and refunded this Bouq on October 12th. Please allow 3-5 business days for the funds to post back to your bank account. Again, our sincerest apologies for this bouq you received and for the way it was handled. I do hope you will give us another try in the future. Best, ***** Consumer Response /* (2000, 7, 2022/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Was refunded the total amount, but the explanation to this *** complaint contradicts the conversation I had with the rep - not only are they not the same color, but they are not the same flower either, so the response from the rep above is partially incorrect. Will not order from them again and advise others reading this to consider a different business.

• Initial Complaint

  Date:09/07/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bouquet of flowers same day delivery. The quality was NOT what I purchased. I ordered an $80 bouquet of flowers and received a $20 one. I have no problems with the florists interpretation of the flowers HOWEVER, it does NOT state that the flowers you receive could/may be significantly less money as well as not florist designed! I got a $20 bouquet from the grocery store thrown in a vase. Not arranged and no quality to it whatsoever. I tried calling the company directly and you get a recording due to the current health environment everyone works from home BUT no phone service only they call a chatting feature but it's an email you need to send! So you are at the company's mercy to respond. This is very misleading and a scam to order $80 florist flowers and to receive $20 worth of grocery store flowers. My Order # is ************

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/09) */ Hi ****, I hope this message finds you well. Thank you for bringing this to our attention. We are sorry to hear that you were disappointed with your ************ Bouq. The picture you provided of the Bouq received shows that the Florist used the correct flowers and number of stems. I do see is that the colors are different from the Sweet Spritz pictured on the site. The colors in your Bouq do not make it look as expensive and luxurious as the picture on the website, but we do have a note saying that the Bouq is up to florist interpretation and what stems they have available. Therefore, the customer support agent offered a $91 credit to use towards a future Bouq. Per you last email, you aggreged this was a fair resolution. When you are ready to use your credit, we will be more than happy to help you select a Bouq I know will show our beautiful arrangements. Sincerely, ***************** Consumer Response /* (2000, 7, 2022/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bouquet of flowers for a friend recovering from surgery. When she sent me the picture, it was completely different from what I had ordered. I paid *** for a Deluxe bouquet, with an added vase, spending a total of ******** When I reached out to customer service, they pointed out a note on the description that is deceptively hidden from customers on the actual website. You have to click on "read more" and it states "Please note: Photos show are examples of this style. Flower types and floral design will vary based on regional availability as well as your local artisan florist's own interpretation." With this note, I would have expected variation from the picture, but what my friend was received even remotely close to the picture- completely different set of flowers, colors, etc. Honestly, it looked like a bouquet that I could have easily just picked up myself from my local grocery store, and not one I paid a $120 for. The agent I chatted with through the Company's website was of complete no use, and just kept copying + pasting prompts, and the same one, as it was clear to me that this is likely a recurring complaint and problem with customers. When I asked what the point of was even having different pictures and pricepoints when the product being delivered was completely different, the question was ignored. This was my first time ever ordering from this Company and will never do so again. I have attached images of what the webiste photo shows and what was delivered to my friend. Completely different, not even a same "theme"- different flowers, colors, etc.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/25) */ Hi *******, I hope this message finds you well. I'm sorry to hear how disappointed you were in your friend's Bouq. While what they received was very nice and healthy, I agree, it did not look at all like the photo. As the agent mentioned, while our florists do interpret the pictured Bouq with the florals they have in stock, I do understand the disappointment. I do see you left several reviews and one of our agents responded to your review on Consumer Affairs with a $120 promotional credit that you can use on us to order another Bouq. I hope this helps! Sincerely, ****************** Consumer Response /* (2000, 7, 2022/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)