Complaints

This profile includes complaints for FTD, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FTD, LLC

  143 Mill Rock Rd E Old Saybrook, CT 06475-4217

  
• 

  FTD.com

  2055 Cardinal Ave Medford, OR 97504-9746

• 

  FTD.com

  2055 Cardinal Ave Medford, OR 97504-9746

• 

  FTD.com, Inc.

  2402 Wildwood Ave Ste 200 Sherwood, AR 72120-5093

• 

  FTD.com, Inc.

  2402 Wildwood Ave Ste 200 Sherwood, AR 72120-5093

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:04/24/2025

  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.

  order number *********** Order flowers for my daughter thru FTD on line. Paid $ ******. What I picked out online looked NOTHING like what my daughter received. I chose a tall vase and tall colorful flowers. She received a small short squatty square vase. looked nothing like picture. On top of that the flowers were delivered 10 minutes before my daughters office closed. So, I contacted FTD - they are in ***** - could NOT understand them and they were rude. Finally, I sent a email and they apologized - said yes your correct. Florist did not have that arrangement. They said they would refund my money. Great ! I have so many emails that they said they have refunded my money back to my bank. I cannot find credit anywhere in my banking from FTD. I called the bank to double check and nothing !! I asked them for a copy of the credit - so I can see the Bank and the credit card number because something is not right here. I cannot get them to provide me with the credit info. I simply want my $******.

  

  Business Response

  Date: 04/28/2025

  We apologize for your experience.  We have reviewed the order in question, and a full refund was processed on 4/1/2025.  As you used a $75 Groupon as a form of payment, that amount was reinstated back to your Groupon, and a refund of $28.82, which was charged to your payment method would have been credited to your **** card.  Please contact Groupon if you'd prefer to request that they refund you for the cost of the Groupon (which would have been the amount you paid for it), or they will simply reinstate your Groupon to use at a later date. Once again, we apologize for the disappointment you experienced on your recent order. 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23243735
  
  I am rejecting this response because:

  I understand that I paid Groupon and they did issue a credit.
  But what I dont understand is about the money I paid FTD FOR THE UPGRADED FLORAL ARRANGEMENT AND DELIVERY ? 
  thats what Im not understanding. Where is the refund for the floral arrangement ?? FTD admitted the florist did not have the arrangement I ordered and sent something else. 
  FTD apologized over and over said they issued a credit- I have never seen that credit. THIS IS MY COMPLAINT AND CONCERN.

  thank you !!

  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 04/29/2025

  We understand your frustration and apologize for your recent experience.  The order in question shows that the amount you were charged on your credit card was refunded to your payment method in the amount of $28.82 on April 1st.  Please see the screenshot we provided that shows the transaction for this order, minus the $75 Groupon.  As the refund has already been issued on our end, there is no further amount that can be credited.  Please contact your bank.  Once again, we apologize for the inconvenience. 

  Customer Answer

  Date: 04/29/2025

   
  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

  Date:04/19/2025

  Type:Service or Repair 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.

  On 4/12/25 I ordered (****** *****) Marmalade Skies Bouquet "Premium for $89. 97. I received the order on 4/19/25, it looked nothing like Premium with only half the order and not in a larger vase advertised. I called to complain and was told the most I could receive was $20.55. These flowers are not worth $69.42. I'm so disappointed since I've ordered from FTD and was so happy and us whyI ordered again. The customer service person was unhelpful who kept repeating herself in questioning me. I will never order FTD again.

  

  Business Response

  Date: 04/23/2025

  Thanks for letting us know about your experience. Were really sorry & disappointed to hear that you were not satisfied with the flowers you purchased. Every order is important to us & every customers experience should be the best possible. We apologize that was not the case.  Our florists do their best to ensure the bouquet your recipient receives is as similar to the product you purchased in look and value.  Sometimes substitutions are required due to certain flowers being out of stock, or to ensure freshness.  We have issued a partial refund in the amount of $42.04, which includes the previous credit that was issued for $20.55.  The total charges for your order, which includes delivery and tax is now $47.93.  Please allow up to 3 business days for the funds to appear on your account.   If you have any further questions, please don't hesitate to reach out to FTD. 

  Customer Answer

  Date: 04/23/2025

   
  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

  Date:04/19/2025

  Type:Delivery 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.

  This is the second time for submission, original complaint did not get resolved. I am trans scripting the original complaint here."Placed order on 01/28/2025 to be delivered on 02/10/2025. Recipient waited till 5:00pm then left for dinner. Delivery was attempted at 5:49pm as stated on door hanger. I contacted 'My Lady' delivery who stated an attempt would be made the following day. NO DELIVERY was ATTEMPTED and order was sent back to florist. I called FTD on 02/11 and 02/13. I was informed I would be receiving a refund of my purchase back to my credit card. I spent $79.49 but the refund received was $17,49. I want FULL refund because the problem was the fault of the delivery company that FTD chose to use.

  

  Business Response

  Date: 04/23/2025

  Thanks for letting us know about your experience. Were really sorry & disappointed to hear that your order was not delivered as scheduled. Every order is important to us & every customers experience should be the best possible. We want to assure you that we are taking steps to prevent this from happening in the future.  We have processed a refund of the remaining amount to your original payment method.  Please allow up to 3 business days for the funds to appear on your account. Once again, we sincerely apologize for your recent experience with FTD. 

  Customer Answer

  Date: 04/29/2025

   
  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

  Date:04/16/2025

  Type:Service or Repair 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 an arrangement from FTD for my friend's birthday in the amount of $71.06 with tax - the arrangement itself was $55. The photo online was beautiful, but what was delivered to my friend was not. Blooms were clearly missing, with a ton of filler and what blooms were included were very wilted. In addition, they were stuck haphazardly throughout the vase (that was too large) leading to a lot of space between flowers - it was absolutely not what I ordered. It would have been fine if the florist fulfilling the order had placed alternate flowers in to make the bouquet nicer, but instead they chose to go with mostly filler, and I didn't pay for filler plants to be delivered. I did speak with a customer service agent via chat, who offered a 30% refund which I initially accepted. However, upon realizing that meant only $14.76 being refunded I was less than thrilled. If a florist can't fulfill an order and at least try to make a satisfactory attempt at recreating a bouquet, then perhaps they shouldn't be a business partner for FTD. I would have preferred a full refund, or at least a refund of the actual value of the bouquet $55.

  

  Business Response

  Date: 04/17/2025

  Thanks for letting us know about your experience. Were really sorry & disappointed to hear that the quality of the flowers received by your recipient were not in acceptable. Every order is important to us & every customers experience should be the best possible. We apologize that was not the case. 

  As there was a $10 discount given at the time the order was placed, the product price would have been $45.  A total refund, including the 30% discount that was given by a previous representative, we have issued a total refund amount of $47.57 to your payment method.  

  Once again, we apologize for your experience.  If you have any questions, please contact FTD.  Thank you!

  Customer Answer

  Date: 04/17/2025

   
  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

  Date:04/16/2025

  Type:Service or Repair 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 am truly disappointed. I ordered the "Be Happy" bouquet for my firefighter grandson who is in the hospital for ***** he received fighting a house fire. So I wanted them to be so special. I got the PREMIUM, which should have been the nicest and fullest one. It did not look at all like the photo on their website. It is TINY. It is a coffee cup with flowers. You could hold it in one hand. I thought it was a vase that looked like a coffee cup. It also did not have any sunflowers as pictured. I was so disappointed when I saw a photo of what my grandson had received. I had gone with FTD because I thought they would have higher quality than the other cheaper flower sites I have ordered from before. NINETY DOLLARS! I could have made that myself for *****. I emailed customer service, and sent them a photo. They said they would refund 25%. I am way more than 25% disappointed. I am 100% disappointed. Buyer, beware!!

  

  Business Response

  Date: 04/17/2025

  Thanks for letting us know about your experience. Were really sorry & disappointed to hear that you were not happy with the flowers that were delivered. Every order is important to us & every customers experience should be the best possible. We apologize that was not the case.  We have processed a full refund of your order.  Please allow 1-3 business days for the funds to credit to your account.  

  Customer Answer

  Date: 04/19/2025

   
  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 **** would also like to say that I was very happy to be refunded the money. I would also suggest to FTD that the order should look like the picture on the website EXACTLY and maybe a more detailed description, such as the size of the vase, the height of the flowers, it would just help. I probably would have ordered something else and been happy if I knew it was such a small arrangement. I do appreciate the fast response.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:04/15/2025

  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.

  Ordered flowers on Saturday to be delivered Sunday. Friend's dog died. Sunday evening, got an email saying it'd be delivered Monday. Monday at 11p got an email saying no florist could deliver to that address.Through email, I was told it was MY fault and what I ordered could only be UPSd. I thanked them for their half-assed, canned response and they replied You're Welcome.Unacceptable.

  

  Business Response

  Date: 04/17/2025

  We sincerely apologize for your recent negative experience.  We are extremely disappointed to hear that your order was not delivered as scheduled and for the unsatisfactory customer service you received.  Your order has been refunded in full to your payment method.  However, we would like to offer to send a complimentary order to your recipient on the next available date.  An email has been sent to the address on record that you can respond to at your earliest convenience and we will ensure a complimentary order is processed once your reply is received.  

• Initial Complaint

  Date:03/30/2025

  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.

  I ordered funeral flowers for my mothers funeral on Monday for delivery to the funeral home by Friday before COB. My directions in the order explained that the flowers must be delivered before the funeral home closed at 5pm Friday. I went to the funeral home at 3:45pm on Friday and no flowers were delivered and no contact from the florist. I called the 800 FTD number to ask for a status. The FTD employee could not provide any information and transferred me to another department which was back into the phone tree. My only option was to leave a message, which was not possible due to time constraints. I called back again and the same FTD employee picked up and still couldnt help me. I asked what was the local florist who was working to order and couldnt tell me. Given that I could not confirm if the flowers would be delivered before COB Friday, The funeral home helped me order flowers from a nearby florist for immediate delivery. I called a third time back to FTD and ask to cancel my initial order, and again he could not help me and could only transfer me back to the phone tree. Very frustrating! In the end, the flowers were delivered after hours on Friday since I got an email confirmation. On Saturday at the funeral I saw the flowers and The flower quality was good. Because I could not get an accurate status to confirm delivery date, time I ordered two sets of flowers.

  

  Business Response

  Date: 04/01/2025

  Thanks for letting us know about your experience. Were really sorry & disappointed to hear that the service your received was less than satisfactory. Every order is important to us & every customers experience should be the best possible. We want to assure you that we are taking steps to prevent this from happening in the future. We have issued a full refund to the payment method used that will appear on your account within 5 business days. An email has been sent to the address on record to confirm the refund amount.  We are terribly sorry for the loss of your Mother and feel awful that your experience contributed to your grief and frustration. 

• Initial Complaint

  Date:03/28/2025

  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.

  On 3/24 I purchased 2 arrangements for my aunt's funeral. Order # *********** with tax and delivery cost $127.19 and Order *********** totaled $169.59. Order 1326 was delivered and was very nice. One flower filler was a little wilted but acceptable. However, order 2412 was awful. Wilted flowers, broken stems, black mold on roses, only 2 specialty flowers of peonies (which is the reason I bought the bouquet). Peonies were my aunt's and my favorite flower. The arrangements were delivered on 3/26. I spoke to ** at the **** Brothers funeral home on ******************** and she said when she opened the box petals were just falling off. I've emailed the company 3 times now, no response. If I call them, I'm going to be so FREAKING ****** and hysterical. I've contacted my credit card company and informed them of everything also. FTD should refund my money and they if really believe in their motto to "say it with flowers" they should send me an apology bouquet and send me a bouquet to place on my aunt's grave. I've attached pictures of the Deluxe picture of what it was suppose to look like, what it did look like and my order email. Any help is appreciated. ********* ******

  

  Business Response

  Date: 04/01/2025

  Thanks for letting us know about your experience. Were really sorry & disappointed to hear about the condition the flowers arrived in. Every order is important to us & every customers experience should be the best possible. We want to assure you that we are taking steps to prevent this from happening in the future.  We have processed a full refund in the amount of $127.19 to your payment method.  The funds will appear on your account in 3-5 business days.  We have also forwarded a request to your email address to provide a delivery address to send a complimentary order.  Unfortunately, we are unable to deliver this item to the cemetery, however, we can send to an alternate address. We apologize for your loss.

• Initial Complaint

  Date:03/27/2025

  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.

  3/24/2025 $97.85 POS Debit currently in Pending status in my Navy *** ************ account ******************** I received an email stating the flowers were delivered to ******** ***** (my friend). I received another email stating I was refunded $5.43. The flowers never delivered after I called customer service *************) spoke to ******. He said he would call the florist, and they were never delivered.Called again on 3/25/25 and told him that the flowers were NOT delivered ****** tried to resolve the problem and said he would call the florist again.

  

  Business Response

  Date: 04/01/2025

  We are so sorry to hear about your experience and that you order was not delivered on your original scheduled date. Every order is important to us and every customer's experience should be the best possible.  We apologize that was not the case.  After reviewing your order, we can see that a partial refund in the amount of $26.64 was posted to your payment method.  This amount should have already appeared on your account as it can take 1-3 business days to process.  We have received delivery confirmation on 3/28 for the redelivery that was processed.  If your recipient has still not received the flowers as the florist states, please let us know so we can investigate further. 

• Initial Complaint

  Date:03/24/2025

  Type:Sales and Advertising 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.

  I was mislead to believe I was in a trial period for 6 months and that I could leave anytime during those 6 months, but if I wanted to stay and pay the membership fee I could do so on the 7th month and forward. Truth is that was all a lie, its not in the contract at all, the people I talked to promised me things that were never followed through on. They have been ignoring my emails, phone calls, and membership services calls and will not speak to me. I tried to get out in December when I realized that they had misinformed me of how everything would work. I hate this company, I wish I never trusted what they said- and now investigating, they have done it to tons of florists trying to get them to sign up and I'm sure they will say I owe them money of some-sort by the end of this. I don't know what to do to even talk to anyone with any type of authority to complain to or to just tell them that their employees are lying to florists.

  

  Business Response

  Date: 03/25/2025

  We sincerely apologize that you were misled in anyway by our member services team.  We have escalated your concerns and forwarded your contact information to the appropriate department and someone will reach out to you soon.