ComplaintsforVenus et Fleur, LLC

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Faulty flower delivered Mixed messages from customer service

  Business response

  04/02/2024

  After reviewing the order notes, it appears that the arrangement was damaged in transit which although not common, can happen if the courier does not handle the package with care. We offered the customer a replacement arrangement to arrive ASAP or a credit back. Unfortunately, we are not able to offer a refund at this time.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered gia ****** vase with red roses, flowers came completely damaged & smooshed. Absolutely ridiculous considering how expensive these flowers are. Some roses had black ink on it as well

  Business response

  02/22/2024

  We are so sincerely sorry to see this. Although not common, occasionally *** does not handle our arrangements with the proper care and this can result in damages through transit. We would of course offer an immediate replacement! Unfortunately, we are not able to locate your order from the name and email provided. If you can kindly email our customer service team with your order number (or the name the package was addressed to) + these images, our team will assist you with a new arrangement. We are so sincerely sorry again that this occurred.

  Business response

  02/22/2024

  We are so sincerely sorry to see this. Although not common, occasionally *** does not handle our arrangements with the proper care and this can result in damages through transit. We would of course offer an immediate replacement! Unfortunately, we are not able to locate your order from the name and email provided. If you can kindly email our customer service team with your order number (or the name the package was addressed to) + these images, our team will assist you with a new arrangement. We are so sincerely sorry again that this occurred.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Venus et fleur guaranteed Christmas delivery in their emails and website if ordered by Thursday 12/22. I ordered on Monday 12/18 and they did not ship until Friday afternoon for delivery on 12/26. That is blatant false advertising. There was an issue with the order, they contacted me on Tuesday and I responded within an hour. They still didnt ship to meet their guaurantee.

  Business response

  01/03/2024

  Hi ****,

  We're sorry to hear that this happened with your order. We took a look and due to the original rose color becoming out of stock, it did cause a slight delay to make those modifications. However, we did ship your arrangement "Next Day Air" on 12/22, which should have had your arrangement arrive within the delivery window. We see there that there was no movement on your package until after Christmas and we will be following up with *** to see why there was a delay with your package. We see that our team was able to provide you with a full refund. We sincerely apologize again for all of the inconvenience that this has caused.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 18, 2023, I placed an order for roses. Venus Et Fleur canceled the order for technical reasons and asked me to resubmit the order. I reordered #******. I got an email from the credit card company asking whether I'd like to pay twice and I said no. The credit card company initiated a back charge. Venus Et Fleur refunded me for the first order and disputed the back charge. The order never arrived. I reached out to Venus Et Fleur numerous times, initially, they said that it would arrive late. At some point ***** website said it was delivered. It wasn't I was going to reach out to ***** directly but Venus's website expressly asks to reach out to them. I reached out to Venus Et Fleur to notify them that it was not delivered. They initiated an investigation and confirmed via email that it was lost. Venus's website states that all their shipments are insured. I've even chated with them and they said they reimburse lost orders. Venus asked me to wait until the back charge clears. I waited. Now they refuse to reimburse me. I searched online and realized that Venus frequently does this.

  Business response

  08/24/2023

  Hi *****,

  We are so sincerely sorry to hear about your experience. We took a look into this and unfortunately, we are not able to locate any information regarding a canceled order, as only one order is listed under your name and email. We do see that the chargeback was opened while the arrangement was still in transit but our team was in contact with ***** in attempt to make sure your arrangement was still delivered. We are sorry to hear that you were still not able to locate the package once delivered but our team did open an investigation with the courier in an attempt to locate it. When the investigation was concluded and a refund was requested, your chargeback was still processing. When a chargeback is open, the funds are also deducted from our end, which means we are unable to issue a refund before the bank has come to a resolution. We see in your order notes that because the chargeback has concluded now and resolved in our favor, our supervisor has been attempting to contact you to offer a full refund. We are so sincerely sorry for the inconvenience that this has caused you.

  Customer response

  08/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an issue with delivery and then I was told I was going to get a refund that I never received. I had nothing but issues ordering from this store.

  Business response

  03/14/2023

  Unfortunately,  we are not able to locate an order that matches any of the information provided. We have an order with this name, but with a different address, phone number, and e-mail.  We've followed up with the email we have on file but have not received a response.  Please contact us at your earliest convenience so we can further assist you, ***************************** | ************.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased roses for my wife paid $600 for them. They arrived old and dead and they refused to send me a new arrangement. They asked for a picture. I sent the picture and they declined the return. I felt like I was being held hostage by this company. They did not try to accommodate me, send me a replacement or anything. My wife hates the flowers and now they sit here in my living room dead.

  Business response

  10/03/2022

  Business Response /* (1000, 5, 2022/09/20) */ ***Document Attached*** The original arrangement did not appear damaged. We have attached images that the customer sent in, as well as an image from our social media which show that they are similar in appearance. Due to the customer being upset, we did still offer an exchange as well as a rose color change as they requested. I've attached the tracking information.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered flowers for my wife as a Valentine's Day gift. The item arrived damaged and missing pieces of the arrangement. Contacted the company and they said they can only replace one piece of the arrangement. When I asked for a follow up communication they denied my requests. Product_Or_Service: Flower arrangement

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/09/20) */ Originally, 2 out of the 3 pieces in the bundle set arrived damaged and we offered to replace the two that were damaged, rather than the entire set. Customer explained issues to management and for the inconvenience, they were upgraded to a larger arrangement. Consumer Response /* (3000, 7, 2022/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) While they sent a replacement that also had issues and it was not a larger set it was the same exact. Business Response /* (4000, 9, 2022/09/23) */ The original order that we have on file was for a Classic Bundle Set ($149). I have a note here along with a new order number that says we upgraded to a Le Clair Cinq which has a $189 price point. Screen shot is attached. I do not see any further conversation after this order was delivered on the email thread or in the order notes. Consumer Response /* (4200, 11, 2022/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a resolution. Your company needs to accept the poor quality that was delivered multiple times.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased roses that were 195.00. They came wrapped tightly in bubble wrap. When I got off the bubble wrap the roses were smashed. I send them an email and pictures as requested. They state they can't replace it due to the color of the roses. I never even said anything about the color. In the box, it came with a card for how I should take care of them. It states do not place ANYTHING on top of roses because they are delicate. Yet they stopped them to me wrapped in bubble wrap.

  Business response

  09/23/2022

  Business Response /* (1000, 5, 2022/09/20) */ A replacement was offered to the customer and they were satisfied and offered to change their complaint. Consumer Response /* (2000, 7, 2022/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased $400 round box of white roses less than a month ago. Black specs are appearing on the roses. I emailed them a picture of one of the roses with a clear big black dot on it and they responded back that they won't replace them because it's longer than the 24-48 hour period. This black dot was not there the first 24-48 hours. This recently appeared on the rose and looks like MOLD. The business is unwilling to resolve this issue and clearly closed my request for a resolution. Very frustrating that there is no resolution other than, too bad so sad your out of luck it's more than 48 hours and it looks like ink. For $400 roses from a luxury brand the customer service response is disgusting that there is nothing to resolve this issue. My wife and I didn't take a pen to put ink on the rose, that makes no sense. Who would do that'? Very disappointing!! Complete lie that they say these last a year and there already changing colors? We followed the directions and put them in a complete shaded area with no sun and no ac on it. Shame on you Venus et fleur for selling a defective product and not owning up to it!! Product_Or_Service: $400 large round white roses Order_Number: ****** Account_Number: ******

  Business response

  10/03/2022

  Business Response /* (1000, 5, 2022/09/20) */ The customer contacted us one month after the order was placed. Normally, the customer must forward any issues to us within 72 hours. Our roses do not develop mold as there is no liquid within the arrangement, they are treated with a wax based solution that keeps the roses appearance. Although this is the case, we still went above and beyond by offering them a replacement.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I rested the large square box in "hot pink" the roses arrives and look burgundy and a little wilted. This is my second order from the site. I contacted customer service and I was told that the coloring on the site may not match the roses. They are nowhere near hot pink. Product_Or_Service: ***** Order_Number:*******

  Business response

  10/03/2022

  Business Response /* (1000, 5, 2022/09/20) */ We offered the customer an exchange arrangement due to this issue!

*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. ↩