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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.
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