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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
958 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
07/18/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I ordered a flower arrangement on July 13th , 2024 From Avas Flowers. The arrangement that was sent was not what I ordered with some of the Flower's wilted. I am unable to contact Avas Flowers to get any resolution. There is no recourse. Upon investigation it is to my understanding that this company has many complaints and dis-sassified customers and a lawsuit has been implemented.
Read MoreCustomer Reviews
3,047 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Jeffery D
1 star
07/18/2024
I think this place should be shut down for fraud first off for posing as a local florist!!! I paid $110.00 for a six plant basket and a premium box of chocolates I got 4 plant s that looked like they had been arranged 2 weeks prior and a Hershey bar and they did not even leave the note I paid for them to deliver with the flowers that is embarrassing as h*** to have something like that delivered to the person you care most about if there was a way I could put you scam artist completely out of business I would in a heart beat if your reading this do yourself a favor and dont give your money to these people find an actual local florist and deliver the gift yourself
Avas Flowers Response
07/19/2024
Hello,
We acknowledge and apologize for how this unfortunate event has created an inconvenience for you. Weve taken a serious look into the matter and want you to know that our team has taken this incident very seriously to make sure it wont happen again.
Since there was an issue with the fulfillment of the order, we provided a partial refund and it should appear shortly, as the time for the transaction to post varies by bank and credit card company. We'd like to offer you $20.00 in store credit, which you may use for up to one year, all across the ************* for future purchases as a token of our apology.
Once again, we apologize for the experience you had with us during your recent purchase. We hope that we can serve all your floral needs in the future.
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