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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
FTD Florist does not deliver what you purchasethey send a lot smaller cheaper arrangement. Bewareyoure going to spend a lot but not get a lot.
Business response
07/09/2024
We apologize that the arrangement that was delivered was not what was expected. A redelivery was offered on 7/8 when the complaint first came into FTD, to which the customer accepted. A complimentary order was sent out by a different florist on the same day. When there is a quality issue, we always do our best to make sure the customer is satisfied, whether by sending out a redelivery OR processing a discount/refund. Since the customer accepted a redelivery, that is what we processed. Unfortunately, we are unable to process a full refund as well. We have issued a $25 coupon to be used on a future order that the customer will receive in 1-2 weeks in their email inbox. We would greatly appreciate it if the customer could email a photo of the ********************** that were delivered so we can use them for quality control. We want to ensure the customer is getting what they paid for, and this a way to ensure satisfactory service and merchandise.Customer response
07/10/2024
Complaint: 21955656
I am rejecting this response because:
This has happened other times with FTD . They fix when found out but most people will never know they were SCAMMED. I want FTD held responsible for scamming continually. I just happened to see the mistake. Many people will not see what was actually delivered. They do this SCAMMING often. I will never use them again. Most people send flowers and trust thembuyer beware. The people sending the flowers should ask the recipient for a photo of what they actually received but thats embarrassing.
Sincerely,
*******************************Business response
07/11/2024
We apologize that the arrangement that was delivered was not what was expected. A redelivery was offered on 7/8 when the complaint first came into FTD, to which the customer accepted. A complimentary order was sent out by a different florist on the same day. When there is a quality issue, we always do our best to make sure the customer is satisfied, whether by sending out a redelivery OR processing a discount/refund. Since the customer accepted a redelivery, that is what we processed. Unfortunately, we are unable to process a full refund as well. We have issued a $25 coupon to be used on a future order that the customer will receive in 1-2 weeks in their email inbox. We would greatly appreciate it if the customer could email a photo of the ********************** that were delivered so we can use them for quality control. We want to ensure the customer is getting what they paid for, and this a way to ensure satisfactory service and merchandise.Customer response
07/11/2024
Complaint: 21955656
I am rejecting this response because:
I want FTD to take a picture with the recipients after the flowers are delivered and send it to the person purchasing them so they know that they got what they paid for. This will never be agreed to by FTD since they always cheat and scam people since there is no to know what was truly delivered-NO ACCOUNTABILITYthe scamming will continue.
Sincerely,
*******************************Initial Complaint
06/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed order #************* which was delivered on 6/20/2024. The flowers arrived dead and moldy. Not only did I not get what I ordered, something disgusting was sent in its place. On the email receipt is stated as part of ftds honor guarantee is We have a simple goal delight our customers with ********************** that are high quality, fresh, and beautiful. While we may occasionally need to substitute for color or flower variety, we promise that the blooms you receive will be fresh and wow you or your gift recipient. This order failed in two ways. It was not at all fresh and instead of wowing the recipient it was disturbing to receive. Imagine opening a bouquet of moldy flowers! I filed a complaint and requested a refund and complimentary re-delivery of a fresh bouquet, as I see on the BBB site has been granted to other FTD customers. I was told I could either get a refund or a redelivery. I took the refund, however their promise to delight the customer and recipient looked more like an attempt to shock and disgust. It was cruel to send a box of stinky mold to someone who was supposed to be celebrated for a selfless accomplishment. The vision she had cannot be unseen and A simple refund to the sender without making it right for the recipient as well falls short of their promise of delighting and wowing.Business response
06/26/2024
We sincerely apologize that the customer's daughter's ********************** arrived in such poor condition. A full refund was processed on the original order. We have also offered a redelivery of the original item, which the customer has accepted. The complimentary order has been placed and scheduled for delivery on 6/27/2024. The photos that were provided have been forwarded to the vendor for review. We want to assure the customer that we are taking steps to ensure this does not happen in the future.Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed a phone order for delivery before 1pm. On the day of the supposed delivery I called at 12:50 calling for a status check, the agent stated he would call the local florist and call me back with an answer. 1pm came and went with no delivery, I called again at 2:26 for a status and asked to speak to a supervisor, I was transferred to supervisor **** then the call dropped. I called again and another 6x before 5 asking for a status and speaking to multiple agents who promised they would make the delivery before the office closed at 5. The 4th time the agent stated that they would make the delivery before close of business at 5, I asked when their last business delivery was and they stated it was at 2pm I asked him again how they would make the delivery since their last scheduled delivery was at 2 and he promised the would make the delivery before 5. I called again after 4 and requested a cancellation since the office closed at 5 and no one would be able to take delivery after 5, the agent stated he would send a cancellatiom request to the local florist. At 5:35 I received an email thanking me for.my feedback with a note that the florist had delivered the flowers at 1pm as requested??? I never received those flowersBusiness response
06/25/2024
We apologize that there were issues with the delivery of your order. We have confirmation and proof from the florist that the delivery was completed before 5:00pm. Unfortunately, we do not guarantee delivery times. The florist will do their best to accommodate the customer's request, but a 1pm delivery would not have been guaranteed unless it was for a funeral service.Customer response
06/25/2024
Complaint: 21880945
I am rejecting this response because: I never received delivery of these flowers and that picture you included isn't confirmation, I called 6x that day and spoke to multiple agents trying to get this issue settled. As a result of the non delivery I had to buy flowers from another company which never would have happened if I received the flowers I originally purchased
Sincerely,
*********************************Business response
06/26/2024
We apologize that the flowers were not received. Our florist provided confirmation that the order was successfully delivered to the business location on the order. We do not have any control over what happens to the flowers after the florist leaves the delivery location. The order has been refunded in full as was requested.Initial Complaint
06/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On June 4, 2024, I ordered the Comfort Planter with lilies at ftd.com for a friend in ***** who just lost their dad. (Order #**************). The next day, my friend reached out telling me that she received the delivery. When I asked how she liked the lilies, she surprisingly told me she didn't get any flowers. I asked for a photo and was shocked that they delivered an umbrella plant instead, which is sometimes known in our culture as a 'bad luck' tree (whoever planted one usually died within a short period). I was never informed of any substitution. I contacted FTD *************************************** to lodge a complaint. They apologized and said they will post a refund of $24.68. I emailed back saying they should refund the entire product price (I said they could even waive the ***************** since it was not what I ordered. I never heard from them again. I tried disputing this with my bank but they require the product to be sent back for a full refund. This is impossible since my friend already left the state to attend the funeral, plus they did not know which florist delivered it (and I really did not want to hassle the bereaved as well).Business response
06/06/2024
We sincerely apologize that the customer was disappointed and upset with the product that was delivered. At times substitutions are required if the item is out of stock at that floral shop or to ensure freshness. We have processed a full refund to the payment method used.Customer response
06/10/2024
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
06/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered flowers for same day delivery to my mother in law for her birthday on 6/2. after paying a premium for that service the flowers were never delivered. After contacting my mother in law and discovering the flowers were not delivered I contacted them on 6/4 and they promised the flowers would be delivered the next day, another lie. My mother in law has not received the flowers and they offered a measly 30% credit and still havent delivered the flowers. I just want my money back.Business response
06/06/2024
We sincerely apologize that your order was not delivered. We received delivery confirmation from our florist that it had been delivered on June 2nd as scheduled. This order has been refunded in full to your PayPal Account.Customer response
06/06/2024
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. Please not that they did not in fact deliver the order. There is cameras and there is no evidence of a delivery whatsoever so they are continuing with the lie.
Sincerely,
***********************Initial Complaint
06/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered flowers on 5/25/24 and they were never delivered. I complained and accepted their offer to resend flowers they never did send the flowers. I feel like I was scammed out of my money and I keep on getting emails from them to use their services.Business response
06/05/2024
We are so sorry that the order was not delivered as scheduled. We understand the emotional importance behind sending such a gift for this occasion and are sympathetic to the customer's anger and disappointment. A full refund was initiated on 6/3 and processed on 6/4 and the customer was notified via email.Initial Complaint
06/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 5/30/24 I ordered flowers for next day delivery to a hospital. I checked on 5/31/24 and spent over an hour on line with an FDT agent only to find that they couldn't deliver until 6/1/24. When I checked on delivery on 6/1/24 (another hour on the line) I was told that flowers were out for delivery! On 6/2/24 I received first email that said they were unable to deliver flowers and a second email an hour later that said they would deliver the flowers the next day on 6/3/24!!! The delivery of these flowers was time sensitive because the patient was going to be released soon. Now she won't have any flowers to brighter her day because I had to cancel my order.Business response
06/11/2024
We are so sorry to hear that the recipient did not receive her flowers. We received delivery confirmation on June 7th and have been trying to track down the flowers to find out why they did not make it to the recipient's hospital room after they arrived. The order was refunded in full. We have also sent an email to offer a complimentary order of equal value if that is of interest to the customer. We would be more than happy to send flowers to the recipient's home address on the next available date.Customer response
06/12/2024
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
05/31/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered flowers for my mother on mother's day (order # **************). They were never delivered and I was charged for them. I contacted them through their website to let them know and never received a response.Business response
06/04/2024
We are so sorry to see this. A full refund was placed on this customers account on 6/1/2024. Thank youInitial Complaint
05/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Original order placed 5/7 to be delivered 5/11 or 5/12. Mom has received nothing and from the redundant emails I keep receiving from them, they have not even initiated an order at a local florist. Original order (I paid extra to have it delivered on Mother's Day weekend):Simple Charm BouquetORDER #:13020850290885 DELIVERY DATE:05/11/2024 - 05/12/2024DELIVER TO:******* Kaczka217 ************, ***************************************************** COST$60.00 DISCOUNTS APPLIED($18.00)SHIPPING/SERVICE FEES$22.98TAX$3.45SUBTOTAL$68.43MODIFY / TRACK YOUR ORDERInitial Complaint
05/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Transactino Date: 5/11/2024 NJ980401149899 FTD Flowers The flowers that my mother-in-law received were to be delivered May 12, 2024 instead the we received May 15, 2024 and they were dead.I received an email from FTD on May 14, 2024 saying that I would be refunded and as of today i have not been refunded. ihave spoken with three offshore customer service agents with no resolution to my problem. Reviewing my account I see the charhe of $80.60 in black with no credit in green of $80.60.What I want is my money back no flowers just my refund and I PROMISE I will never do business nor suggest that any others do business with your company.The worst flower service I have ever encountered in my life!Business response
05/29/2024
We sincerely apologize that there were issues with the customer's order. It appears that this order was placed through the customer's employment with Perks at work. Therefore, the payment was not charged through FTD, it was done by invoice. FTD processed the refund on 5/15/2024. The customer would need to reach out to his human resources department if the funds are not showing on his account. We have shown that this transaction for a refund had been processed in the full amount of $80.60.
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146 total complaints in the last 3 years.
67 complaints closed in the last 12 months.