Business ProfileforFlowers by Chris Inc.

False and Misleading Advertising.

I ordered flowers for delivery to my daughter, a physician at the ********************************** located at ******************* in Baltimore. ****** is only a short distance from Flowers by Chris.

The florist's website states there is no delivery charge for local deliveries yet I was charged a $17.95 delivery fee.

I notified the florist immediately and asked to have this charge cancelled. In response, the florist's manager advised me that a delivery fee is charged for deliveries to any address outside of its zip code.

I responded that his website states "Free Delivery" and does not mention zip codes. I told him that this constituted false and misleading advertising. He answered, "We get these complaints all the time."

When I advised him that I would report his firm to the Better Business Bureau, he sarcastically replied, "Go ahead. That's the way it is - and has been for twenty years."

I hope the BBB can do something to prevent this from happening to other clients.

The above statements from this customer are not exactly what unfolded during the conversation, and are therefore very misleading.

Upon his call, he complimented us on our beautiful flowers and prompt delivery service. But, the customer did not divulge his irate manner on the phone and harsh expletive(s) just before hanging up in the manager's ear, even before the manager could offer any help, discount the fee, etc. Furthermore, our delivery policy has been in effect for 45 years (not 20) and we rarely get complaints, nor do we want any BBB complaints, real or false.

Additionally, the customer did not tell the BBB that he has started a chargeback on the entire amount, not just the delivery fee, although he loved the flowers and service. This could be deemed theft, since he liked the flowers and the service. He's just mad about a delivery fee!

The delivery policy is clearly stated on the website. It is clear and accurate regarding what is deemed FREE and what is deemed LOCAL and what delivery fees are applicable - what area is possibly charged a delivery fee or not charged. In addition, ALL customers see ALL charges once prior to completing their orders, and twice after completing their orders. Throughout the process, they have the option to cancel the order before incurring any charges or after the charges are incurred. So, this gentleman knew exactly what he was being charged and could have called before the delivery was made to discuss the fees, or politely afterwards to have received a full or partial refund on the delivery fee.

We are sorry he is upset and would have liked to make him happy.

The response from the Flowers by Chris manager is inaccurate and misleading.

It is true that I complimented the firm on its flower arrangement - but that was all.

It is also true and worth noting that after placing my order I twice contacted the firm by email on consecutive days before the flowers had been delivered to question the delivery fee. I never received any response to either email. I can provide copies of both emails should that be necessary.

Please note, as well, that I then telephoned the firm and spoke with an employee about this matter. This gentleman acknowledged that Flowers by Chris was aware of the problem caused by the misleading free delivery statement on its website and commented that they needed to address this matter. He asked for my telephone number and told me he would have his manager call me.

The manager subsequently telephoned me. I explained the problem to him but he was anything but receptive to my concern. He was curt and rude and made absolutely no effort to address my concerns nor offer any assistance. At that point in our conversation, I told him that I intended to report this matter to the Better Business Bureau.

Only after filing my report with the BBB did I contact my credit card bank to report the problem and request that the delivery fee be waived.

Please advise if you require any further clarification or additional information.