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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/16/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order for flowers for delivery on Feb 14, 2022 but due to last-minute medical emergency requested the delivery to the changed to Feb 15. I spoke to 3 agents who confirmed that the florist has been advised to delay delivery and it will be delivered on Feb 15. The flowers got delivered on Feb 14 and were in a bad shape by the time the receipt got home the next. I spoke to 3 agents today Feb, 15 who confirmed that a reorder has been placed without any cost to me and they will be delivered by Feb 15, 8 PM. They have not been delivered till now and the agents have been misleading me. Please redeliver the order as promised or issue me a refund. Order no ORDER #: **********Business response
02/17/2022
Dear ******
We're sorry that your order was delivered early, though you requested a later delivery date because of an emergency. We received notice from the florist on the replacement order that the flowers were delivered today @ 1:45 pm. I just left a message on your phone with that information, as well.
We also issued you two $20 Savings Passes, good for a future order(s) with us or any of our sister companies listed at the top of our website. The Savings Pass should arrive via email within one week and last for one year.
We apologize for any inconvenience to you in this matter.
Sincerely,
***** ****** ********* ******** ******** ***************Customer response
02/18/2022
Better Business Bureau:
I had to speak to 7 agents before the issue was resolved. I hope 1800 Flowers will fix this issue. 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
02/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an online order with 1-800-Flowers on February 2, 2022 Order#*************** On February 13, 2022 a day before my delivery was scheduled to be made, I received a phone call from a Customer Service Rep who stated my order could not be completed and that a replacement order had been made for me. Order#********* I again did not receive my order on February 14 2022 as scheduled. On Tuesday, February 15 2022 my recipient received a box of flowers, vase fully shattered in the box which caused a hand laceration upon opening. She does need to seek Medical Attention and I need to know where to send the Medical Bill? I did not at all receive what I ordered! I ordered two dozen RED roses. (Two Dozen Red Roses w/Dazzle Vase, Heart & Choc) I received 2 dozen multi colored roses half dead because they are not in any water!!!!????!!!!! a purple shattered vase, no dazzle vase?? it appears purple glass- thats it- It is missing the box of chocolate and the heart and key (Two Dozen Red Roses w/Dazzle Vase, Heart & Choc) I reached out to the online chat at 1-800-Flowers and was told they would schedule a new delivery at no charge. I asked the rep to please NOT send anything further as what my recipient has already received jeopardized her health and wellness. She has a hand laceration from the shattered glass vase that was sent already. I fear for what else might be sent. This required Medical Attention!!Business response
02/16/2022
Hello,
Thank you for reaching out to us. We're very sorry for all of the issues you and the recipient have encountered and for all of the inconvenience we have 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. 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. We have also escalated the recipient's injury to the appropriate department. So, someone will be reaching out to you as soon as possible to further assist you with this matter.
Again, we're very sorry for all of the issues you and the recipient have encountered and for all of the inconvenience we have caused. We hope to better assist you in the future.
Sincerely,
****** ** *****************
Executive Priority ServicesInitial Complaint
02/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered 2 Minnie Mouse and 1 Mickey Mouse jelly bean dispensers for Valentines day for my kids. They shipped me the wrong product as they sent me 3 Mickey Mouse. I called them on 2/14 to get them to correct it and they stated they couldn't send me the new ones until 2/18. I told them that was too late and I wanted to refund them. When I said that, they tried to offer me 50% off which I refused, then all of a sudden they said they could get it to me on 2/15. At that point, I had already been on the phone for over an hour and just wanted them to give me a return address for me to ship them to. The rep (****) told me a refund was not possible because I had the product even though I was willing to ship it back. I asked to speak with a manager multiple times which she refused to get me to one and said they'd call me back. That did not happen. I called back today on 2/15 to speak with a manager and was on hold for nearly 30min again with no resolution.Business response
02/16/2022
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. There were 3 refunds processed yesterday totaling $194.01. 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.
Again, please accept our sincerest apologizes for any inconveniences we have caused, we hope to better assist you in the future.
Sincerely,
***** ** *************** ********* ********Initial Complaint
02/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My husband passed away on 1/27 from ******. His job sent me flowers an I received them at my house the day of the funeral 2/5. I was home and they were handed to me. As soon as I opened it they were completely dead, picture attached. I called 1-800 flowers the next day and they told me that I needed to call ***** * ***** if I didn't hear back from them in three days that they were a 3rd party. They never called me so on 2/9 I spoke to them and they said they couldn't help me because it was in regards to flowers and they sent me pizza which was sent from my aunt. Had nothing to do with the peace lily flowers I was inquiring about for his job. I called 1-800-flowers after that phone call and told them all the info I had on the order and they were from Thor in Indiana. She told me they could have a local flower shop send me something similar. I requested the peace lily plant because it meant something. She said she would send me a $30 credit/ gift certificate to use for the inconvenience which I never received. Never received flowers so I called them today 2/15 they said they can't help me that order # no longer exist and they said they already gave a credit to my aunt. I said my aunt has nothing to do with this order you guys resent me pizza and I didn't ask for that. I simply want the flowers my husbands job paid for that cost over $50 in honor of my husband and they said they can't help me. Asked for manager they said he was on another call I said I would wait never got to talk to anyone. I simply just want my replacement flowers and for them to fix THEIR screw up. The flowers are product code *******Business response
02/16/2022
Dear *******,
We're so very sorry for your loss and the poor quality of the plant you received. We have scheduled a delivery of product #****** **************** for February 23, 2022.
We apologize for any inconvenience to you in this matter.
Sincerely,
***********************
Executive Priority Services
***************Customer response
02/16/2022
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.If I do not receive item I will follow up
Sincerely,
*********************************
Customer response
02/26/2022
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:Please look at case # ******** that was filed against this company where they did state that they were going to assist with sending me new ********************** on 2/23 and I waited 2 days due to the weather and *****-********************** won't transfer me to the *********************** who responded to complaint. I of course have no order # so the company is useless to deal with. Which is something that a widow should not have to be dealing with over some ********************** that her husbands job sent. Here is the original BBB complaint. My husband passed away on 1/27 from ******. His job sent me ********************** an I received them at my house the day of the funeral 2/5. I was home and they were handed to me. As soon as I opened it they were completely dead, picture attached. I called ***** ********************** the next day and they told me that I needed to call ***** * ***** if I didn't hear back from them in three days that they were a 3rd party. They never called me so on 2/9 I spoke to them and they said they couldn't help me because it was in regards to ********************** and they sent me pizza which was sent from my aunt. Had nothing to do with the peace lily ********************** I was inquiring about for his job. I called ***** after that phone call and told them all the info I had on the order and they were from Thor in *******. She told me they could have a local flower shop send me something similar. I requested the peace lily ***** because it meant something. She said she would send me a $30 credit/gift certificate to use for the inconvenience which I never received. Never received ********************** so I called them today 2/15 they said they can't help me that order # no longer exist and they said they already gave a credit to my aunt. I said my aunt has nothing to do with this order you guys resent me pizza and I didn't ask for that. I simply want the ********************** my husbands job paid $50 in honor of my husband and they said they can't help me. I simply just want my replacement ********************** and for them to fix THEIR s**** up. The ********************** a product code ******* Finish the job; Send me my replacement ********************** of the peace lily *****
*********************************
Business response
02/28/2022
Dear *******,
We're very sorry for your loss. We're also sorry that the plant was dead when it arrived, and you have not received the replacement order. The customer was not informed of the quality issue and when she saw there was a replacement, she asked it to be cancelled. She thought it was far too late and would upset you to receive a sympathy gift now. However, after explaining the situation to her, she agreed to another replacement order so that you can receive your plant. We sent you that order information in a personal email, along with our contact information.We apologize for all the inconvenience to you in this matter.
Sincerely,
***** ****** ********* ******** ******** ***************
Initial Complaint
02/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered flowers online for Valentine's Day early in the morning for same day delivery as advertised promised. This business was selected due to their same day service. The delivery never showed up. It is now 10pm. Online it says the order has been processed and ready for delivery..I have been on hold with customer service for half hour with nobody picking up. What a waste of time. Very disappointed, as is my wife. They should not advertise or promise same day delivery if they cannot provide it. That is the .ajor reason many people choose them. Misleading, if not false, advertising.Business response
02/16/2022
Dear ***** *
We're very sorry that your order was not delivered on Valentine's Day, as requested. On occasion, there is a time delay between the florist letting us know they cannot take any more orders, and the website updating that information. We're sorry your order fell through that crack. According to our records, a replacement order was delivered the next day.
We issued you 50% credit in the amount of $67.16. 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.
We also issued you a $20 Savings Pass, good for a future order with us or any of our sister companies listed at the top of our website. The Savings Pass should arrive via email within one week and lasts for one year.
We apologize for any inconvenience to you in this matter.
Sincerely,
***** ****** ********* ******** ******** *************** *Customer response
02/16/2022
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 received an email that my order was delivered on 2/15. In fact. It was not. It is now 2/16 @1pm. I just got off the phone with the company to notify them that my order was not delivered. All they could do was cancel the order and refund my money. I asked them to place a new order to replace what was never received. They then wanted to charge me full price after previously giving me a 50% refund for the initial delay as mentioned in the company's response to my complaint. I refused to allow them to charge me full price to reorder what they already defaulted on. I have wasted over an hour trying to rectify this and am left with nothing.
Business response
02/17/2022
Dear *****
We're sorry that your order was not delivered. We have scheduled a replacement order with a different florist for delivery tomorrow, February 18, 2022. We also issued full credit on your order, as promised by the agent you spoke with on the phone. 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.
We apologize for all the inconveniences to you in this matter.
Sincerely,
***** ****** ********* ******** ******** ***************Customer response
02/17/2022
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
02/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchase was made and confirmed 24hrs in advance and then told the day of that delivery can not be filled and must be attempted another day. When discussing with customer service. English was very hard to understand and individuals were very poor at resolving the issue. Very dissatisfied with experience and how items portrayed for purchase were not available after my money had been removed from my account and item was *supposedly* confirmed Please help me resolve this manner and get my money back because my product was not delivered in the time frame purchased and requested. And now I have no use for the items seeing how they are now priced lower and more readily available due to the holiday now being over. Thank youBusiness response
02/16/2022
Dear ********,
We're sorry that your order was not delivered on Valentine's Day. We issued you full credit on February 15, 2022 in the amount of $122.32. Your refund was processed and 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.
We also issued you three $20 Savings Passes, good for a future order(s) with us or any of our sister companies listed at the top of our website. The Savings Pass should arrive via email within one week and last for one year.
We apologize for any inconvenience to you in this matter.Sincerely,
***** ****** ********* ******** ******** ***************Initial Complaint
02/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed order 2/10/2022 for delivery 2/14/2022. By 3pm still not received called customer service and was advised it would be delivered by 8pm. Now 9:26pm no delivery. Called customer service back to talk to someone and high call volume so requested call back. I have been using the tracking and still not showing in transit. I paid a little over $160.00 for this and it is unacceptable.Business response
02/16/2022
Dear ******,
We're sorry that your original order was not delivered on Valentine's Day. Our records show that you contacted us the next day and agreed to a re-delivery and a credit for a future order (see below). The replacement order is with a local florist and scheduled for delivery today.
We also issued you a $20 Savings Pass, good for a future order with us or any of our sister companies listed at the top of our website. The Savings Pass should arrive via email within one week and lasts for one year.
We apologize for any inconvenience to you in this matter.
Sincerely,
***** ****** ********* ******** ******** ***************Customer response
02/16/2022
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 still have not received any flowers hence email from 330ish pm saying it was being prepared now 750 pm no delivery and the order number given does not allow for me to see status I just want a full refund this is unacceptable
****** *****
Customer response
02/17/2022
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:The amount submitted to me for refund is not the correct amount I am going to attach the email they sent me and the confirmation I got from my bank for the amount that was withdrawn
****** *****
Business response
02/17/2022
Dear ******,
We're very sorry that the refund amount was incorrect. Because of a computer glitch, our system shows your order total is $127.19 (product $119.99 plus $7.20 tax). That is what we refunded. We checked with our billing manager and you were charged the authorization amount, which is $162.17. We have escalated the issue to upper billing management to refund the $34.98 difference, as we cannot do it through the normal avenues. I have noted your order to send you a personal email when the refund is completed.
We apologize for the additional inconvenience to you in this matter.
Sincerely,
***** ****** ********* ******** ******** ***************Initial Complaint
02/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order #**********, order date 02.10.22, item #176326s -Online order was placed with 1-800-Flowers, both my mother and I called multiple times, on hold for long time. When I was finally able to speak with agent, agent could not get into contact with the local flower shop who was to deliver this order. Due to their negligence the order was never received? flower shop was unable to be reached?? I/we will never ever order from this company again, our V Day was ruined. I want my money back!! in full.Business response
02/16/2022
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 we shows that this order was delivered successfully on 2/15/22 and a previous agent you spoke to had already cancelled it. Your refund is being process 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,
***** ** *************** ********* ********Customer response
02/16/2022
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
02/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered flowers with a delivery date - not delivered on sat Feb 12 nor Sun Feb 13 Asked for a supervisor to call - no response No flowers, No delivery, just took my order and money "ORDER #: ********** ORDER DATE: February 11, 2022 **** ****** ***** ****** ********** in transit ARRIVES ON: February 12, 2022 DELIVERED BY: ***** logo TRACKING: ************ ...and NOTHING! Have a supervisor call me tomorrow - *** *** **** 3 minutes ago Can you do that or not? and you don't respond,,, ...and NOTHING! Have a supervisor call me tomorrow - *** *** ****"Business response
02/16/2022
Dear *******,
We're worry that your order was not delivered on February 12, as requested. According to ***** tracking, it was delivered on February 14 @ 9:25 am. We issued you a refund of $49.52 earlier the same day. Your refund was processed and 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.
We apologize for any inconvenience to you in this matter.
Sincerely,
***** ****** ********* ******** ******** ***************Initial Complaint
02/14/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I paid 106 dollars for flowers that were not delivered and one set that was delivered was supposed to be 24 flowers and only had 21. Then when I called to see the status of the flowers I was called back and told they had been delivered at 12:33 and they hadnt. I was lied to. Then when I called to say that i wanted a refund for the flowers I was told that i had to wait 24 hrs then call back to get my money back for flowera that were not recieved. I am highly upset that what I ordered was not correct and half of it didnt arrive at all.Business response
02/14/2022
Dear *******,
Thank you for reaching out to us. Please accept our apologies for your unsatisfactory experience and for all the inconvenience we have caused. We have 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. On February 12, 2022 a full credit in the amount of $52.98 was issued. We have also issued you a $20 Savings Pass to use on a future purchase with our Family of Brands as an additional apology for these unfortunate occurrences. 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. Your Savings Pass will be sent to you via email within one week and will expire in one year.
Again, we're very sorry for all the inconvenience we have caused. We hope to better assist you in the future.
Sincerely,
***** * ***************** ********* ******** ********
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Customer Complaints Summary
1,256 total complaints in the last 3 years.
330 complaints closed in the last 12 months.