Complaintsfor1 800 Flowers

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for flower delivery for Valentines Day, and got an order confirmation that they would deliver either Feb 13 or 14th to my girlfriend’s school where she teaches. Someone input the order incorrectly, and they were slated to deliver the 15th instead per THEIR system (not on the confirmation they gave me). Not only did the flowers not deliver, but I had to drive to a florist 30 min away to get the flowers myself, and deliver them so our holiday would not be ruined. I spoke to 3 agents that day, and the first told me to “call ***** and figure it out,” before she hung up on me. There was never a ***** number given. I also tried to talk through the complaint with the other agents, and they suggested I email my request for a refund to *************************. I did the next day and never got a response.

  Business response

  03/04/2022

  Dear ****,
  

  
  We are truly sorry for the unsatisfactory customer service and delivery issue you experienced with us, and we will do everything we can to make this right for you.
  
  After reviewing you order and with our 100% Smile Guarantee I have issued a refund in the amount of $117.64. Your refund is being processed and will be applied to your original form of payment, please allow 5-7 business days of the refund process to see the charge back onto your account. Please consult your bank if you do not see the refund return in the next coming weeks. 
  
  We have also issued you a $20 Savings pass which will be emailed to you within a week to use on future orders.
  
  Again, please accept our sincerest apologizes for any inconveniences we have caused, we hope to better assist you in the future.
  
  Sincerely,
  
  ***** ** ***************
  Executive Priority 

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called 1-800-Flowers ordered a plant to be sent to a Funeral Home. I Rec'd a confirmation on phone when she ordered them. They did not have the plant I wanted to send so they said they will credit the $69.69 on my card acct it would take 2-3. They did not offer to send another plant as a substitute. I wanted to order a substitute. I wanted to reorder & send to a funeral. They wanted a residential address & I did not have a residential address. It was to go to a Funeral home not a house. I asked to speak with a Supervisor ,was put on hold & then cut off. I never was able to reorder.

  Business response

  03/04/2022

   

  Dear *****, 
  
  
  Thank you for contacting us regarding your order. I would like to first offer my deepest condolences and apologies to you. You had the trust and faith to place an order with us for such a special and sensitive time. Here at *****************, we take responsibility for the outcome of your order.  
  
  One part that goes hand in hand with responsibility is helping to make a difficult situation better.  We do not have an available florist in the area. We have contacted other florists in surrounding areas within our network, however, they do not deliver to that area. We would like to send the family of the recipient an arrangement at no charge to you.  We would also like to contact the recipients family to apologize.  
  
  Once more, I am truly apologetic for this happening. This email is not meant to cause any further negative feelings. We would like to help make this better if possible. Thank you for still being a trusted and valued ***************** customer. I hope you and everyone can remain safe, strong and find peace during these times. I hope you can enjoy the rest of your day. 
  
   Sincerely, 
  ***** ******* 
  Executive Priority 
  ***************** 

• Initial Complaint

  03/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 2 floral arrangements on February 18th to be delivered on the 19th for a loss of a loved one. I tracked it and it said it was delivered but upon checking with family, no such order. Cameras never saw order and order wasn't seen dropped off. I messaged asking for verification or for more information. All I was told was along the lines of "we can't reship or refund because the floral shop will do a quality check" Then the chat went dead. Terrible customer service. I paid for products during a terrible time while stationed away from family and received nothing

  Business response

  03/03/2022

  Hello,
  
  
  Thank you for reaching out to us. We're very sorry that your orders were not received even though you received delivery confirmation and for all the inconvenience this has caused. ***************** has always taken pride in providing high quality products and service but regrettably, this is not what you've experienced. Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. Per your request, we have issued full credit back to your account on both orders. Your refunds are being processed and will be applied to your original form of payment. Please allow up to 7 business days to post with your financial institution. It may take up to 1-2 billing cycles to reflect on your credit card/bank statement. 

  Again, we're very sorry that your orders were not received even though you received delivery confirmation and for all the inconvenience this has caused. We hope to better assist you in the future.

  Sincerely,
  
  ****** ** *****************
  Executive Priority Services

  Customer response

  03/04/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** ********
  
  
  
   
  
  

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered flowers for Valentine’s Day (2 weeks ago) and contacted them 2/16 when they were delivered that the flowers were frozen and dead. The most they are offering was $32.00 and some change and a $20 off coupon. I just want a full refund of my $84.40

  Business response

  03/01/2022

  Dear *******,
  
  We are truly sorry for the unsatisfactory customer service and quality issue you experienced with us, and we will do everything we can to make this right for you.
  
  After reviewing you order and with our 100% Smile Guarantee, we have issued 2 credits today totaling $84.40. Your refunds are being processed and will be applied to your original form of payment, please allow 5-7 business days of the refund process to see the charge back onto your account. Please consult your bank if you do not see the refund return in the next coming weeks. 
  
  Again, please accept our sincerest apologizes for any inconveniences we have caused, we hope to better assist you in the future.
  
  Sincerely,
  
  ***** ** ***************
  Executive Priority 

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1800FLOWERS - Refund issue I ordered sympathy flowers to be delivered to a customer on Fri 1/28/2022 - Order #: *************** Order Date: 1/28/2022 After I placed the order, I call 1800Flowers to confirm the order. It was then that they told me the flower arrangement I ordered was out of stock. I chose another flower arrangement and that was out of stock too. Then the line got cut off. The representative who has my phone number did not return my call. I called back and had to talk to another sales rep. Again, we went through the several flower arrangements which were indicated on the website as available but according to the sales rep they were not shown as available on their end. I was on the phone with the rep for over 30min. Finally, I gave up and told her that I would like to cancel the order. She confirmed that the order has been canceled and the refund will be issued back to the credit card, and a cancelation confirmation will be sent to my email. I never received it so I called the following week. Long story short, I have called multiple times and spoke with a few different foreign customer service reps, repeated my issue several times and spent hours on the phone with them. Each time, they would either tell me they could not locate my orders, my account was locked, they put me on long holds, one of them still wanted to get me into ordering more flowers, etc...Finally, one of the agent told me that she has processed the refund and I will get the refund in 5-7 business days and again she ensured that I will receive an email confirmation but I never received that email till today and never saw that refund back to my credit card. It's been over 2 weeks and almost a month since the order has been canceled. I am really frustrated and for sure, will not be ordering flowers anymore from 1800Flowers! I just wanted my money back!

  Business response

  02/24/2022

   

  Dear ****** 
  
  Thank you for reaching out to us.  We apologize for the issues you have encountered with your order. 
  
  We value our customers and strive to deliver a smile with every order.  We are happy to work with you to resolve these issues. Due to technical difficulties, your refund was not fully processed. We have fully refunded you and you will see your refund returned to your account within 7 business days.  If you have any further concerns, please contact us directly. 
  
  Again, we apologize for the inconvenience this matter has caused; and hope to hear from you soon. 
  
  
  Sincerely, 
  
  ***** **  ***************** 
  Executive Services 

• Initial Complaint

  02/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased flowers for delivery on Order #: *************** Order Date: 2/4/2022 to be delivered on 2/5/22 I received three calls from 700 flower that they could not have the flowers delivered by 2/5. I cancelled the order due to your lack of service to have the flowers delivered. I am getting billed for the flowers that was canceled. Please refund payments

  Business response

  02/22/2022

  Dear ******, 
  
  We apologize for the delivery issues you have encountered with your order. We value our customers, and strive to accommodate their wishes to ensure a smile is delivered.  Due to your order not being delivered, we We have processed a full refund in the amount of $96.09.  Your refund will return to your original account within 7 business days. We will also be emailing you a $20 Savings pass you can use towards your next order
  

  Again, I apologize for the inconvenience this matter has caused; and hope to send a smile for you soon. 
  
  Sincerely, 
  

  ***** **  ***************** 
  Executive Priority 

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered flowers from 1-800-Flowers San Antonio on 2/9/2022 to be delivered 2/14/22. The delivery never took place. I tried calling the business for 5 days with no answer. I went to the business address and there was a notice posted that the store was closed but that “orders could still be placed online”. There was no phone number posted for customers to call. I want a refund of my purchase.

  Business response

  02/22/2022

  Dear *****, 
  

  
  We apologize for the delivery issues you have encountered with your order. 
  

  We value our customers; and strive to accommodate their wishes to ensure a smile is delivered.  We would love to be able to resolve this issue for you but we will need more information as I am not finding your order in our system. Can you please provide order #, recipient first and last name please?

  Again, I apologize for the inconvenience this matter has caused; and hope to send a smile for you soon. 
  
  Sincerely, 
  

  ***** **  ***************** 
  Executive Priority 

  Business response

  02/22/2022

  Hello,
  
  
  Thank you for reaching out to us. We're very sorry that your order did not get delivered and that you haven't been able to get ahold of the 1-800-Flowers San Antonio shop to request a refund. Unfortunately, since you placed your order directly with the local shop, we do not have access to your order. Since we do not have access to your order, we cannot assist in issuing you a refund. Please contact the 1-800-Flowers San Antonio shop directly for further assistance with your refund. They can be reached via telephone at ###-###-#### or you can click on the following link to fill out a 'Contact Us' form through their website: *******************************************************
  Again, we're very sorry that your order did not get delivered and for all the inconvenience this has caused. We hope to better assist you in the future.
  
  Sincerely,
  
  ****** ** *****************
  Executive Priority Services

• Initial Complaint

  02/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 2/11/22, I received a bouquet of 24 pink gold tipped roses (12 large & 12 small; all were suppose to be large) for Valentines Day. I followed the directions by cutting, at an angle, and placing in room temp water. By Sunday, I added the second pack of flower mix and more water as they had started to droop and did not bloom. I informed my daughter, ***** Wilkes, and she contacted 1-800-Flowers; was told that another order would be sent and received by Valentines Day. I contacted her on 2/14/22 and informed ***** that I did not receive the promised bouquet. On 2/15/22, ***** contacted 1-800-Flowers and was again told that they would deliver the flowers; she informed them that she wanted a full refund. I contacted 1-800-Flowers today, 2/17/22, and complained that my Valentines Day was ruined and was told that ***** was fully refined and given a $20.00 savings pass. I advised that this did not replace my daughter's sincere gift and there should be something else that they could do...was told that since ***** was fully refunded, that was all they could do. I repeated the following statement "We're obsessed with providing a terrific experience. If not, we'll make it right---guaranteed." My experience with them was not terrific and nothing was made right!

  Business response

  02/18/2022

  Dear ******,

   

  We're sorry that your Valentine's Day flowers did not bloom or last like they should. Normally, we satisfy the customer's choice of refund or re-delivery. Your daughter chose the refund. However, as a one-time courtesy, we have scheduled a delivery to you of the Be Mine Pink and Gold Roses for February 19, 2022. We hope you get great enjoyment from them.

  We apologize for any frustration or inconvenience to you in this matter.

  Sincerely,
  
  ***** ****** ********* ******** ******** ***************
  

  Customer response

  02/22/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ******  
  
  
   
  
  

• Initial Complaint

  02/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 2/5/2022 to send flowers to Canada for a friend grieving the loss of his grandfather. Delivery was scheduled for 2/15/2022. I got an email on 2/15 saying that the order was being prepared by a local shop and I would get confirmation of delivery in a separate email. On 2/17, my friend still had not received the flowers. I called customer service. At first I was told that it would be 2-3 more business days...then I was told that the local shops could not fulfil the arrangement I selected AT ALL. My order was refunded. I then used the live chat on the website to try and talk with a manager regarding why this issue occurred, and why an $80 order was just pending in limbo with 0% chance of being delivered and no one contacted me. Literally if I assumed the flowers were delivered and didn't call, 1-800-Flowers would have just kept my $80 without delivering any flowers (stealing/theft/misappropriation of funds/unjust enrichment). Text chat was less helpful...I would wait 5-10 minutes for a reply, and the agent would just tell me that my order was already refunded (so fuck off essentially). Asked to talk to a manager/supervisor...Agent did not respond to request but said 'here's $20s off your next order.' I honestly just wanted to understand how and why this happened so that I could determine whether I should ever use 1-800-Flowers again...

  Business response

  02/17/2022

  Dear *******, 
  
  
  Thank you for reaching out to us. I am very sorry your arrangement was not delivered and for the poor customer services you have received. This is not the experience we want you to have and we want to do everything we can to make this right. 
  
  To clarify, we were informed on 2/15 that our local florist was unable to deliver your arrangement and unfortunately, we had no other local florists located in your recipients are who were able to deliver this arrangement. Our records indicate a prior representative attempted to reach out to you on 2/15 to assist in resolving this issue but was unable to reach you directly. 
  
  I have reviewed our records and confirmed a full refund was issued on 2/17 per your request. As a reminder, your refund is being processed and will be applied to your original form of payment. Please allow up to 7 business days to post with your financial institution. It may take up to 1-2 billing cycles to reflect on your credit card/bank statement. 
  
  Again, we apologize for any inconvenience this has caused and hope to better assist you in the future. 
  
  Sincerely, 
  
  ******* ******  ***************** 
  Executive Services 

  Customer response

  02/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I checked my missed calls and voice messages.  No one from the Company reached out to me on 2/15/2022.  I did find a voicemail from 2/5 that said to “call back” concerning my order. Which leads me to believe that the Company knew on 2/5 that they could not fulfill the order, and I never heard anything else about it until I called on 2/16 to inquire.

  Assuming that the Company’s response above is not a blatant lie, and just a mistaken date, I’m still confused as to how no one followed up after 2/5 about my order.  No email saying my order could not be fulfilled, no more calls/voice messages explaining  what the actual issue is…The Company would have just kept my $80 if I didn’t call on the 17th.  That is unacceptable for any business and I still don’t have an explanation as to how that happened.

  
  

  Business response

  02/18/2022

  Dear *******,

  Thank you for reaching out to us. We do sincerely apologize for the delivery issue on your order. For the explanation on why your order was not delivered their was no local florist in that area that would be able to deliver to the recipient, a agent did try to call but was routed to your voicemail. I do apologize the agent did not try to reach out to you again at a later time as we should have. The order has been fully refunded in the amount of $80.98 which does take 7 business days to reflect back on your original form of payment.

  Again we do apologized for the delivery issue on your order.

   

  Sincerely,

  ****** ****** *****************

  Executive Services

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an order on 2/11/22. Order #***************. I've made several calls and representative refusing me to talk to a supervisor. They were supposed to have refunded 170 and I only got partial refund and I'm getting the runaround to call someone else an order I made at 1800flowers.com

  Business response

  02/17/2022

  Hello,
  
  
  Thank you for reaching out to us. We're very sorry that only part of your order was refunded and for the unsatisfactory customer service you received while trying to get this resolved. Upon review of your order, we see that part of your order was for a ***** *** ***** product and the other part of your order was for a 1-800-Flowers product. Even though we are sister companies with ***** *** *****, we have different systems. So, we are not able to view or service other companies' orders and that is why they were not able to issue the refund for the other part of your order. Per your request, we have successfully cancelled and fully refunded the 1-800-Flowers part of your order. Your refund is being processed and will be applied to your original form of payment. Please allow up to 7 business days to post with your financial institution. It may take up to 1-2 billing cycles to reflect on your credit card/bank statement.
  
  Again, we're very sorry that only part of your order was refunded and for the unsatisfactory customer service you received while trying to get this resolved. We hope to better assist you in the future.
  
  Sincerely,
  
  ****** ** ***************** 
  Executive Priority Services

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩