Business ProfileforAvas Flowers
Retail Florist
Current Alerts For This Business
Pattern of Complaint:
On 3/15/21 BBB reached out to Avas Flowers regarding a pattern of complaints filed against the business.
Specifically, there were claims from consumers stating that flower orders never arrived, or arrived days late, after events were over. There were reports of flower deliveries that were completely different from those ordered, flowers arriving damaged, dead, drooping, withered. Consumers have reported difficulties reaching Customer Service to try and resolve problems.
BBB received a response from Avas Flowers that included the following:
Avas Flowers constantly strives to provide the best customer experience from the point of sale all the way through to gift delivery. It is very important to us that our customers are satisfied with their purchase. As such, we go to great lengths to ensure all orders are handled with proper care and consideration.
Avas Flowers has implemented a number of measures and technological innovations to minimize potential issues. We proactively communicate to customers any necessity for major floral substitutions or delivery obstacles, and now utilize multiple avenues of communication including email and text message – in addition to traditional phone calls – to ensure that we effectively reach our valued customers. We also have a dedicated customer service phone number on which customers may call us back, routing them directly to knowledgeable agents who can quickly find their order and resolve their issue.
We’ve reviewed our most common customer feedback and have updated our website to make it easier for customers to get quick solutions. Under our “Support” tab on our website, we now offer the ability to quickly find an order number, track a delivery, modify an existing order, resend a receipt, and review relevant policies. Our “Support” tab also allows customers to report delivery or product issues, initiate an order cancelation, or obtain refund in certain cases.
In addition to our efforts to increase avenues of communication and provide quicker solutions, we also endeavor to provide transparency and clarity to our customers. As such, we have included links that are accessible from every page of our website to ensure that visitors have quick access to all policies pertaining to methods and availability of delivery, floral substitutions, refunds, cancelations, and our Satisfaction Commitment. We also include these links in our order confirmation email, along with the most frequently used self-help links under the “Support” tab, so that customers have access to these resources right from their email inbox.
However, like all companies within the flower delivery industry, we sometimes encounter issues related to floral and delivery availability. We deal primarily with delicate, perishable goods that are a product of nature. Flowers are subject to natural variation and seasonality, making it necessary to sometimes substitute with blooms that are in stock. Unlike many other products, flowers are easily affected by weather, courier handling, and their immediate environment (i.e. a sunny, humid room). While most of our customers and their recipients are perfectly happy with their purchases, in the event that a customer encounters a problem with their order, we have extensive processes to ensure we resolve the issue to the customer’s satisfaction as detailed above.
We have diligently pursued ways in which we can improve upon customer experience and will continue to do so. We resolve customer complaints, to the BBB or otherwise, in a timely and thorough manner. Unfortunately, the issues you cite can only be reduced where possible and never truly eliminated, as they are typical in the floral delivery industry.
BBB will continue to monitor any incoming complaints to ensure the pattern does not continue.
Specifically, there were claims from consumers stating that flower orders never arrived, or arrived days late, after events were over. There were reports of flower deliveries that were completely different from those ordered, flowers arriving damaged, dead, drooping, withered. Consumers have reported difficulties reaching Customer Service to try and resolve problems.
BBB received a response from Avas Flowers that included the following:
Avas Flowers constantly strives to provide the best customer experience from the point of sale all the way through to gift delivery. It is very important to us that our customers are satisfied with their purchase. As such, we go to great lengths to ensure all orders are handled with proper care and consideration.
Avas Flowers has implemented a number of measures and technological innovations to minimize potential issues. We proactively communicate to customers any necessity for major floral substitutions or delivery obstacles, and now utilize multiple avenues of communication including email and text message – in addition to traditional phone calls – to ensure that we effectively reach our valued customers. We also have a dedicated customer service phone number on which customers may call us back, routing them directly to knowledgeable agents who can quickly find their order and resolve their issue.
We’ve reviewed our most common customer feedback and have updated our website to make it easier for customers to get quick solutions. Under our “Support” tab on our website, we now offer the ability to quickly find an order number, track a delivery, modify an existing order, resend a receipt, and review relevant policies. Our “Support” tab also allows customers to report delivery or product issues, initiate an order cancelation, or obtain refund in certain cases.
In addition to our efforts to increase avenues of communication and provide quicker solutions, we also endeavor to provide transparency and clarity to our customers. As such, we have included links that are accessible from every page of our website to ensure that visitors have quick access to all policies pertaining to methods and availability of delivery, floral substitutions, refunds, cancelations, and our Satisfaction Commitment. We also include these links in our order confirmation email, along with the most frequently used self-help links under the “Support” tab, so that customers have access to these resources right from their email inbox.
However, like all companies within the flower delivery industry, we sometimes encounter issues related to floral and delivery availability. We deal primarily with delicate, perishable goods that are a product of nature. Flowers are subject to natural variation and seasonality, making it necessary to sometimes substitute with blooms that are in stock. Unlike many other products, flowers are easily affected by weather, courier handling, and their immediate environment (i.e. a sunny, humid room). While most of our customers and their recipients are perfectly happy with their purchases, in the event that a customer encounters a problem with their order, we have extensive processes to ensure we resolve the issue to the customer’s satisfaction as detailed above.
We have diligently pursued ways in which we can improve upon customer experience and will continue to do so. We resolve customer complaints, to the BBB or otherwise, in a timely and thorough manner. Unfortunately, the issues you cite can only be reduced where possible and never truly eliminated, as they are typical in the floral delivery industry.
BBB will continue to monitor any incoming complaints to ensure the pattern does not continue.
At-a-glance
Related Categories
Business Details
- Location of This Business
- 50 Tice Blvd Ste 340, Woodcliff Lake, NJ 07677-7681
- BBB File Opened:
- 3/1/2012
- Years in Business:
- 13
- Business Started:
- 3/1/2011
- Business Incorporated:
- 3/1/2011
- Type of Entity:
- Corporation
- Alternate Business Name
- Flower Tech Center, Inc.
- Related Businesses
- Hours of Operation
Sales
- M:
- 8:00 AM - 9:00 PM
- T:
- 8:00 AM - 9:00 PM
- W:
- 8:00 AM - 9:00 PM
- Th:
- 8:00 AM - 9:00 PM
- F:
- 8:00 AM - 9:00 PM
- Sa:
- 8:00 AM - 7:00 PM
- Su:
- 9:00 AM - 6:00 PM
- Business Management
- Mr. Matthew Neuenhaus, President
- Roberto J Begazo, Director of Operations
- Contact Information
Principal
- Roberto J Begazo, Director of Operations
- Additional Contact Information
Phone Numbers
- (855) 543-6712Other Phone
Email Addresses
- Sales
- Technical Support
Website Addresses
- (855) 543-6712
Customer Complaints
974 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
08/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I requested flowers to be sent to my sister in *********** ***** ****** ** ***** ***. on August 26, approximately 9 AM. I was told that they would get it to my sister by early morning as of today I my sister did not receive the flowers. I called yesterday Ava‘s flowers and was told that the flowers were delivered. I asked to confirm the address, they did and I told him that the flowers were not received. This was after three attempts in my part to call through where every time I talk to someone and told him that I had a complaint regarding this order somehow I would get disconnected. I told this representative if she disconnected me, I was going to call you immediately. She put me on hold and told me that the flowers were on the delivery truck. This was approximately 2 PM yesterday, August 26 and then they were on their way to be delivered no later than five or 6 PM this morning, my sister has yet to receive the flowers. I cannot get through every time I punch in my order number. I’m told the customer service reps are busy due to the holiday and they disconnect me and I tried talking on the tap box and when I entered in my information it automatically would not allow me to submit any further from that I kept going into August 26 the transaction was pending. I I would like assistance in getting a refund or immediate delivery
Read MoreCustomer Reviews
3,081 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Lisa S
1 star
08/22/2024
My last remaining uncle passed away. Since I now live across the country, I was unable to attend the funeral. I spent days deciding on how best to send a sympathetic message to my family. Unfortunately, I decided to send flowers via Avas as they claimed to be a family-owned company. Had I more time, I wouldve known after very little research effort, that this company is a sham.I paid $172 to get a next day delivery (before 2pm). The day of the service when nothing arrived at the cemetery by 2pm, I asked for a refund of my rush fee which amounted to $9.99. I called customer service after realizing that customer service via the website was fairly nonexistent. I was put on hold for around 30 minutes and was then told that they couldnt make contact with delivery. I told them that since the service was at 3pm and that the sympathy spray was inappropriate for the celebration of life which followed in the evening. I was then told by the customer service rep ****** that he would check into the delivery and call back in four minutes. During this time, I started checking out Avas Flowers and after a simple search I saw thousands of complaints around the internet and my heart, which had already sank, sunk even deeper realizing I had been a victim of their scamming and in a time of deep grief!Of course my card had been charged and I hadnt received a delivery text as of 6:30pm. I plan on doing a chargeback with my credit card and highly recommend that no matter what emotions youre going through, ALWAYS to do a bit of research prior to ordering something to be sent like this
Avas Flowers Response
08/23/2024
Hello,
We have reviewed your feedback, and we are sorry about the experience you had. I know that it was unfair for you to spend extra unnecessary time just to get your concerns resolved especially during a time of grief. I am taking care of this concern, and we thank you for bringing this to our attention.
As per checking the order, we do see a delivery confirmation stating the order was delivered on the morning of 08-22-2024. We apologize for any confusion caused.
Lastly, Avas Flowers is a family-owned company and is a virtual florist that services all 50 states and most localities. We offer flower and plant delivery locally through our affiliated florists as well as direct shipping of farm fresh flowers through ********** I invite you to check us out here: ****************************************************************
We have reviewed your feedback, and we are sorry about the experience you had. I know that it was unfair for you to spend extra unnecessary time just to get your concerns resolved especially during a time of grief. I am taking care of this concern, and we thank you for bringing this to our attention.
As per checking the order, we do see a delivery confirmation stating the order was delivered on the morning of 08-22-2024. We apologize for any confusion caused.
Lastly, Avas Flowers is a family-owned company and is a virtual florist that services all 50 states and most localities. We offer flower and plant delivery locally through our affiliated florists as well as direct shipping of farm fresh flowers through ********** I invite you to check us out here: ****************************************************************
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