ComplaintsforFTD, LLC

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 23, 2024 I placed an online order, Order Number *********** Sub Order ID *********** which was a floral arrangement and Mylar balloon for my wife's birthday, ************. After placing the order I checked on September 25 around Noon EST to track my order and it hadn't been delivered. I called FTD and spoke with a **************** ***resentative who spoke broken English and told him I noticed delivery hours for FTD to business' was up till 6PM and that my wife's office closed at 5 PM. He said he would send a note to the florist to make sure it was delivered. I called again later and spoke to "******" to ask who the florist was so I could contact them. She said it was FTD policy not to reveal the Florist (why??) but she would call them. She put me on hold, then supposedly called the Florist. She returned to my call and said the Florist said it would be delivered by 4 PM. By 4PM still no delivery, I called again and spoke to another customer service *** who spoke broken English again. I asked to speak to a supervisor, he said I couldn't they were all busy. I said I'd wait. I told him what happened and he said to hold on. He then connected me to a manager, ****** *****, who then checked on the order and told me "the system sent it to the wrong florist" so we can't deliver it today, but we could "probably" deliver it tomorrow. So now I realized that after 3 customer service ***s, each had lied to me about the order. I told ****** that this was my wife's ONLY birthday present, and tomorrow wasn't her birthday. I said that for their flagrant lying, poor customer service, and lack of delivering the purchased product they should give me a refund and still make a delivery. He said they couldn't do that but they could cancel the order and give me a refund. Normally, that might suffice, but being lied to three times, FTD having had this order 2 days ago, they could have easily discovered the error and at LEAST told me the truth.

  

  Business response

  09/26/2024

  Were really sorry & disappointed to hear that your order was not delivered as scheduled. We want to assure you that we are taking steps to prevent this from happening in the future.
  A full refund was processed to your payment method and can take up to 5 business days to appear on your account. We have also offered a complimentary order to be sent on the next available date to your recipient. Once again, we sincerely apologize that your wife's birthday gift was not delivered as promised. 

  Customer response

  09/26/2024

   
  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

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered (6) centerpiece flowers (ivory and green) for an event we held on 9/24 They charged $19.99 per order for delivery for a total of $120 which is asinine. The flowers all came from the same place 5 miles away. Outside of the outrageous shipping (that was not disclosed) the order was completely wrong.I called and had the worst experience being told I would receive a partial refund. I demanded a full refund as the order was NOT what I ordered and the florist confirmed it was FTD's error. Finally told I would receive a refund and an email to confirm.Never received confirmation email. I called again to receive emails....received a generic with the order number XXX'd out so I can't identify what it's for. I was told again I would receive the refund and emails but I have not as of yet.

  

  Business response

  09/26/2024

  Thanks for letting us know about your experience. Were really sorry & disappointed to hear that the centerpieces that were ordered were not what was expected. Every order is important to us & every customers experience should be the best possible.  All 6 orders have been refunded in full and emails were sent to confirm the credits that were issued back to the payment method used. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered flowers and a ***** bear through FTD online. I used the search prompt for florists within the zip code of the recipient, and the date for delivery. I selected the zip, and same day delivery. Placed my order and expected to get notified the status of the delivery. Next day, no response. So I called the florists, got the owners wife, she was indifferent about my concern, said she didnt receive a dime yet from FTD for any order under that name yet, and that shed forward my concern to her husband. I told them I just want to know where my flowers are, no excuses! So later I got a call from **************, said they arrived at 3:00 pm that next day. In this economy, a $130.00 is a lot of money and I ordered premium flowers and I expect better courtesy than this, I shouldnt have to investigate why my flowers were. He asks me how much I paid for same day delivery, I said the order said same day. My friend sent me a picture of the received flowers which look like Publix flowers. I sent text pictures to the people at ******* Florists, I also emailed ***************** a message came back said this message was not sent mailbox full. I asked for them to please refund money, no response from **************. Today, 9/8/24 I called the florist. After I explained my dissatisfaction. She says Ill have to have my husband call you. I said and I ordered a ***** ***** She said I dont know, maybe someone forgot. I said look, it says in your web site I am entitled to a refund. I dont want you to try and make it right. She says, Well, you wont get a refund because something was sent! I said OMG! Im escalating this! This is not over! She says- Be my guest!Called FTD to escalate, got forwarded to the escalation line, a man named **** said after many details given that he would forward it to the escalation team and he politely gave my actual order number which was different from the one my reciept said. Still no resolution. No call backs.

  

  Business response

  09/11/2024

  We sincerely apologize for the disappointing experience and awful treatment received by the florist.  After reviewing the attachments, it appears that the order was placed through a local florist in ******* (cummingfloristga.com), not FTD.com.  Unfortunately, we will be unable to assist with a refund or redelivery since the order was placed on the florists website. Please contact the florist directly for a resolution.  We apologize for any inconvenience this has caused.

  Customer response

  09/11/2024

   
  Complaint: 22263425
  
  I am rejecting this response because:
  It was placed with the FTD online website and the florist is an FTD florist. 
  
  Sincerely,
  
  *******************

  

  Business response

  09/13/2024

  The florist may be an FTD member florist, however, they are also a local florist that takes their own orders on their website.  On the receipt, it clearly shows that it was placed through that florist, not FTD.com.  Had it been placed on the FTD website, it would have shown FTD.com in the *** line, and unfortunately, it did not.  We apologize for the inconvenience.  Had the order been placed through our company, we'd be more than happy to resolve your issues with either a redelivery or refund, but since it was not placed through us, we cannot honor your request. 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a flower delivery order on 9/7/2024 and was charged $73.27 on my credit card. The company called me later in the afternoon stating they could not find a florist to fulfill my order and wanted to confirm another delivery attempt for Monday 9/9/2024. I declined and advised the employee that the recipient would not be available on that date and asked to have the order cancelled & refunded instead. The employee agreed and I was able to see a negative charge (refund) occurring for -$73.27 on the same credit card that same day. Great so far!Skip ahead to today on 9/9/2024 and that refund has morphed into a brand new charge of (positive) $73.27 instead of the (negative) -$73.27 refund, effectively charging me twice for an order that the company could not fulfill and was ultimately canceled. Speaking with the company's customer service agent, they advised me they only show one charge for $73.27 and no visibility of a refund even though it should have been refunded. I am just seeking a refund of the two charges made against my credit card for an unfulfilled / canceled order in the amount of $73.27 x 2 = $146.54. The customer service agent said I should dispute the charges with my bank. This is completely unacceptable! I now have to jump many through hoops for an order that was never fulfilled and was supposed to canceled / refunded. I do not recommend using this company for flower deliveries!!

  

  Business response

  09/11/2024

  We apologize that there are billing issues with the customer's order that was placed on 9/7.  Unfortunately, we only have 1 charge for this customer in our system.  We have no way to charge a customer without them providing their credit card information as it is not saved in our system.  We can only access the last 4 digits of the credit card number, for security purposes.  As to the attachments that the customer provided, the first charge shows a pending transaction, which was a hold put on that amount on the day the order was placed.  Since the refund was processed the same day, that charge would have dropped off within 2 business days, which is what showed on the 2nd attachment. Once that charge dropped off, it would have showed that the customer had $73.27 in their account. We understand the customer's frustration, but we cannot refund a 2nd charge that we do not have.  He will need to contact his bank for more information and the bank can explain that there was only 1 charge. 

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to have flowers delivered to my mom 8/30. It was a very important day for my family. I placed the order on Tuesday 8/27. Plenty of notice. I called FTD customer service at ****** because they hadnt been delivered. They said they would arrive by 8pm. At 4:49 I received an email they had been delivered. This is a lie. They were not delivered. My family has checked all doors. Nothing is there. I contacted customer service. They said they couldnt help me because my order is Core OMS. What does that even mean??I called the new number they provided. That person said they would look into it and call me back. They never called back. I tried Using the chat feature on your website. They said they cant help me because its core OMS. I contacted FTD again via social media. They finally called me and said they would re-deliver and refund 50% of what I paid. They did neither of those things. They said they would call me with an update and they havent. I contacted them again and they keep assuring me it will be delivered. Its almost 4pm on a holiday weekend. Florists arent even open. The event to celebrate was yesterday. It just keeps getting worse. I want a full refund and I will never use FTD again. Worst experience ever.

  

  Business response

  09/04/2024

  We are so sorry to hear that the order was not delivered as scheduled for the special occasion. A full refund has been issued to the payment method.  A complimentary order was also offered to the customer, which was declined.  The offer will remain and has been noted on the customer's account to be used on a future order. 

• Initial Complaint

  08/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered flowers from the company to be delivered on a specific date for a birthday occasion. The company initially sent me an email stating that the order would be fulfilled. Then I received a phone call stating that the order could not be fulfilled On a specified date with no notice and no ability to correct the issue and that flowers will be delivered later that week . When I ask for a discount and stated my displeasure with the recourse I was hung up on and told that I needed more time to think about it. I called back, and before I even had an opportunity to speak with a representative, I was hung up on. I called back. Explained, the situation and asked to speak with supervisor was waiting for thirty minutes and was hung up on. Call back, ask to cancel the order and to speak with the supervisor and was hung up on. Horrible customer service. This company should not be in business. No consideration for the customer. Exorbitant prices for the service They don't even deliver.

  

  Business response

  09/04/2024

  We sincerely apologize that the order was unable to be delivered for the special birthday occasion of the recipient.  A full refund was processed in the amount of $101.63 on 9/1.  An email was sent to the customer offering a complimentary order to be sent within 30 days.  We have not received a response as of today (9/4).

• Initial Complaint

  08/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello. I ordered the sun trench flower bouquet with sunflowers glass vase and a Mylar balloon for my girlfriend to be delivered to her workplace the same day. I paid $19.99 for same-day delivery and my total cost for the order was $96.81. I contacted FTD customer service phone number and they told me that the order was out for delivery and the time was well after 5:00 PM central time. Most jobs and businesses hours of operation are 8 to 5 or either 4:51 PM. My girlfriend had already left work and FTD rant. I will never purchase from FTD again. I demand a full refund. Please let other customers know. Do not purchase ********************** online or buy phone through FTD.

  

  Business response

  08/20/2024

  This order was delivered successfully on the date that was requested (8/16) at 1:00pm and handed directly to the recipient behind the Deli counter. As a courtesy, FTD refunded the same-day delivery fee of $5.35.  We apologize that we were unable to provide the exact delivery time when the customer contacted customer service around 5pm CST on 8/16, unfortunately, the florist did not confirm all their afternoon deliveries until the driver returned to the florist shop, and therefore, did not have the exact time available until they returned around 5:40pm CST. The delivery confirmation that the florist provided had the exact time (1:00pm) delivery was completed. As for business deliveries, they can take place anytime between the hours of 9am - 6pm in the recipient's delivery area.  If a business closes early or the recipient has different business hours, we need to be informed of this information when the order is placed so the florist can be accommodating. For our delivery policies, please visit ***************************************************************************************************************

• Initial Complaint

  08/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a bouquet for a friends funeral and it was never delivered. I asked for it to be delivered at 12:30PM and at the start of the funeral at 2 PM it hasnt arrived

  

  Business response

  08/14/2024

  We apologize that the customer is under the impression that her order was not delivered.  The florist provided proof of delivery that shows the arrangement when it arrived at the ***** Hand Funeral Home in ******* and again in the flower room prior to the service.  We would advise the customer to contact the funeral home to find out where the arrangement is located.  Unfortunately, once delivery is completed by our florists, it is up to the church or funeral home to ensure the flowers are brought out to the correct service. A full refund was processed at the time of the original complaint and we will respect the customer's desire for no further contact from our company. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered flowers to be delivered to my daughter in ****** ********* on July 27th. On July 26th I received a message from FTD that they had been delivered and on the wrong day. I then contacted my daughter who said they had not been delivered. I contacted FTD who said they could not get a hold of the floors to confirm this delivery. I waited till the next day, the original delivery day, and they still weren't delivered. FTD said they could not get a hold of the florist again. I then was issued a refund. The point is that the only day flowers could be delivered was on Saturday the weekend. And they would not be able to be delivered again. During the week. So basically FTD destroyed my whole surprise and birthday for my daughter. I will never use them again

  

  Business response

  07/31/2024

  We sincerely apologize that there were issues regarding the delivery of the recipient's birthday gift. A full refund has been issued to the customer's payment method on 7/28/2024.  We have also sent the customer an offer of a complimentary order of equal value. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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,
  
  *******************************

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