Complaintsfor1 800 Flowers

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  800 Flowers failed me multiple times when they did the following: • Did not fulfill my orders, first on 9/24/21. They did not deliver flowers for a funeral service, and again when did not deliver them for a memorial service on 9/28/21. They were supposed to deliver to an alternate address to make up for the first failure. • Robbed me of the chance to support my friend during a sad time. • Wasted my time on the phone. I had to call them multiple times to fight for my right. They put me on hold for a long time. • Put me through pain, heart aches, and anger while I am still fighting for my right • Wasted more of my time to write multiple emails to them and this complaint now • Responded to my emails and calls with more insult and not solutions. • Withheld information, lied, insulted my intelligence & disrespected me. • Did not refund me the full amount: $ 125 out of $141 This is non- professional and is not acceptable. Saying “sorry” does not make up for all the issues that occurred.

  Business response

  10/05/2021

  Dear ***,

  
  
  Thank you for reaching out to us. Please accept our sincerest apologies for all of the issues you have encountered with your order and for all the inconvenience we have caused. 1-800-Flowers.com 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. We have issued full credit back to you for the delivery issues with the flowers that were received. Again, please accept our sincerest apologies for all the issues that you have encountered with your order and for all the inconvenience we have caused. We hope to better assist you in the future.
  

  
  Sincerely,

  ***** **

  Executive Priority Services

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

  Customer response

  10/07/2021

  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 business did not address my concerns. The  flowers were not delivered twice once on 9/24 and again on 9/28 2021.  They are doing the same thing, by providing a canned response without checking the details of the compliant and the specifics of what really happened. That is disrespectful and insulting. They can not claim that the flowers were delivered, when they were not. Failure to deliver the flowers was documented by the business in their call and emails to me- also provided with the letter to the BBB.

  Sorry is not a solution. I need a full resolution.

  *** ******  

  
  

  Business response

  10/18/2021

  Dear ***,
  
  
  Thank you for reaching out to us. We apologize for the confusion. Our records indicate that two Blue and White Sincerest Sorrow flower bouquets were delivered to ********** on Friday, October 8, 2021 by two different florists. Our records show that one bouquet was delivered at 6:05p.m. and the other bouquet was delivered at 6:54p.m. The In Memory Of A Life So Beautifully Lived Candle that you requested to have delivered as well was delivered to ********** on Thursday, October 14, 2021 at 2:07p.m. 
  
  Again, we apologize for the confusion. We hope to better assist you in the future.

  Sincerely,

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

  Customer response

  10/20/2021

  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:

  [Hello again,

  Thank you for your attempting to help customers. Please note that all these delays, errors, and mishaps occurred under BBB watch. That means this is 1 800 Flowers normal way of conducting business, which is unacceptable. Being late is not better than never in this case.  Customers pay premium rates for timely and accurate deliveries.  Please see the attached document. Part of the solution, the candle, they placed the order on 10/9/21to be delivered on10/12/21. They selected the date! Still, the delivery was late. I tracked the delivery on on 10/12, and it was "potentially delayed." The email they sent me on 10/12/21 apologizing for the delayed delivery, included that they would update me when the candle is delivered. As of today, they have not updated me. Imagine you ordered something you told the recipients to expect something on certain date. It is not acceptable or a good business module. 

  I am really tired of their unprofessionalism. 

  I do not know what you, the BBB, can do to help them improve their services and make them accountable to customers. 

  Thank you for your dedication to advocating for and helping customers. Respectfully - *** ******

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ******
  
  
  
  
   
  

• Initial Complaint

  10/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered flowers for a funeral, I was reassured that the flowers were going to be to my satisfaction, they were not! They absolutely looked nothing like what I ordered, I was embarrassed by what they sent. I got on chat with them and told them how unhappy I was with the flowers, they first offered to send more flowers and I said no, they do not need more flowers so then I was told they would refund me 40 dollars and some change, I agreed to that, and day upon day went by and no refund, I opened a dispute on my ****** credit and they refunded the money while investigating, well September 24 1800flowers sent the full charge through again, this is a very shady company, I want all my money back they should not be permitted to run a business with their shady practices

  Business response

  10/04/2021

  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 accommodate their needs to ensure a smile is delivered. Upon reviewing your order we see that we issued a credit of $40.34 back on 7/30/21. We advise our customers that this can take up to 7 business days to reflect in their account. This is the case for most regular accounts. With ****** this can take a little longer. Because a claim has been opened with ******, at this time we have been advised that this process now can take up to 75 days from the date the claim was opened. Please contact ****** for any further request of your funds. 
  

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

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

• Initial Complaint

  10/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order online on Monday with Flowers.com for delivery on Tuesday. They called me late Tuesday night and I returned the call on Wednesday. After extensive questioning about who I was, they informed me that they did not have the product I ordered so I canceled the order. I then placed an order with another business. ********** made a replacement and delivered it anyway and notified me after delivery. I have no idea what they delivered as I did not give permission for the item. If the item was not available, then that information should have been in the email and voice messages left for me. Order #: ***************

  Customer response

  10/01/2021

  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.
  
   They refunded me.  

   ***** ******
    
  
  
   
  

  
  

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since February of 2021 I have tried to change my address and then cancel the subscription for cookies thru ******** *******, which falls under 1-800 Flowers phone calls yield me usually a foreign-sounding person who can’t understand me and vice-versa. emails solve nothing. They can’t find my account. They want order numbers, but I don’t have products to find them on. They find no record of my account under either ********************** or *********************. Yet every month have charged my credit card for the cookies. I’ve not received box since last March 2021. Last call said cancelled. But not.

  Business response

  09/29/2021

  Dear *******,
  
  
  Thank you for reaching out to us. We apologize for the issues you have been having with your ******** ******* order. We have reached out to ******** ******* customer service and they have canceled your subscription and we have issued a refund to your original form of payment. Please reach out to ******** ******* customer service for the amount of this refund. That refund can take up to 7 business days to reflect on your original form of payment. We have also had *******s stop your club from creating any new orders.
  

  We apologize again for any inconvenience this has caused.

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

• Initial Complaint

  09/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed two orders, both overcharged

  Business response

  09/21/2021

  Dear ***,
  

  
  Thank you for your response. We apologize for the issues with your order and poor customer service afterwards. Per our conversation over the phone, we have issued the refunds for both of your orders. Please allow up to seven days for it appear your original form of payment.
  

  We have also have sent out an email with details of the refunds for each respective order.

  
  We apologize again for any inconvenience this has caused and hope to deliver a smile for you soon.

  
  Sincerely,

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

• Initial Complaint

  09/17/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On July 10th I paid $150.49 for a floral arrangement for a loved one's funeral in Maryland, since I was unable to attend. I reached out to a family member to see if the arrangement had been received. I found out after the funeral that an arrangement had been received, but the sender's information was missing from the card, so nobody knew who sent the flowers. Upon receiving a picture of the arrangement, I could clearly see the inscription I wrote, but noticed my name was missing from the card. I also noticed the poor quality of the sad and sparse looking arrangement. I reached out to the company on July 15th. They offered me a $75.25 refund. The said it takes 30 to 45 business days to receive, in which to date I have never received. I've called over 20 times, spoken to countless reps via phone, Twitter and email and I keep getting the run around about my refund. Thank you, **** *******

  Business response

  09/17/2021

  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.  Please check your Pay Pal account within 24 hours as we have pushed the $75.28 refund through again. Your refund will return to your original account within 24 hours

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

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

  
  

  Customer response

  09/21/2021

  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.
  
  I wanted to notify you that matter with *************** has finally been resolved. After a little over 2 months, *************** finally issued my refund they stated I would receive on July 15th. The refund was issued on September 20, 2021.
  
  Thank you, 
  **** ******* 
  
  
  
   
  
  

• Initial Complaint

  09/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1-800-Flowers charged for an auto-renewal charge on a 'service' that only applies if I were to use the company. I have not used this company in well over a a year or 2 and suspect that this stems from a past transaction where they signed me up for this auto-renewal service. When I called to complain and ask for a refund I was told that their policy is not to issue a refund after 30 days of 'purchase'. As I had called this company as soon as I was aware of the charge for this service and I have not used their service, and their auto-renewal process is not inline with current New York State law requiring positive affirmation, I want to file this complaint against the company for deceptive business practices.

  Business response

  09/13/2021

  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 have processed a refund in the amount of $32.98.  Your refund will return to your original account within 7 business days. 

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

  
  Sincerely,

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

  Customer response

  09/14/2021

  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

  09/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a funeral arrangement for my cousin service the arrangement was delivered midway during the service I contacted one 800 flowers and expressed my disappointment at the delivery time and how inappropriate it was for the flowers to have arrived midway during the service I was told that I would be refunded the $25 delivery charge and I have called several

  Business response

  09/08/2021

  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 arriving on time, we already refunded the shipping charge of $20.98 on August 9, 2021. There was an issue with Pay Pal not applying that credit and you should see it within 24 hours. 
  

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

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

  Customer response

  09/08/2021

  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

  08/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had ordered " Coastal Breeze " large bouquet flower arrangements on 8/9/21. ALL information was writtened down as to how much, where and when it was to be delivered. Upon delivery, the wrong bouquet was delivered. I had reached out to them on more than one occasions( four to be exact) for them to correct this situation. For when I thought they had corrected the problem , they did not. For each time a delivery was sent , it was the wrong ones. Texts messages went back and forth, emails were sent as well. They also apologized over and over again and tried other locations and asked for them to deliver as shown however they still did not deliver as shown. They were pretty flowers however they were not what I'd ordered.I would like for something to be done, so this would not happen again. Was told that someone was supposed to call to inform me if they weren't able to send the right ones. They did not call. I had said to them " 3 strikes you're out" and now this is it!!

  Business response

  08/24/2021

  ****************,

   

  Weare truly sorry for the unsatisfactory customer service experience you had withus.   

  After reviewing your account, I have issued a full credit refund for your order. We process all refunds within 24 hours of the request 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,please accept our sincerest apologies for any inconvenience we may have caused, we hopeto better assist you in the future. 
  

  Sincerely, 
  

  ******************************* *************** 
  ExecutivePriority

  Customer response

  08/27/2021

  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:

  Good morning and Happy Friday to you!  My name is ********************************** and I had submitted a complaint to you regarding 1800-Flowers. My complaint # is ********. I just wanted to send to you the different flower bouquets that were sent in place of what I'd ordered. The first one is what I had ordered and the others is what was sent ( they may look the same, due to the closeness but they're not.). I know that they had agreed to refund the cost (as from the response from them that was sent) and I have yet to check my bank account for that. I want to say "THANK YOU FOR YOUR HELP". I can't understand why something like this would happen especially knowing how well known they are, it makes me wonder??.  Yours truly, **********************************
  
  
  
  
   
  

  Business response

  08/27/2021

  Dear *****, 
  

  
  We apologize for the deliveryissues you have encountered with your order. 
  We value our customers and striveto accommodate their wishes to ensure a smile is delivered.  . We have processed a refund in the amountof $82.72 on August 24, 2021.  

  Your refund will return to your original accountwithin 7 business days. 
  

  Again, I apologize for the inconvenience thismatter has caused; and hope to send a smile for you soon. 
  
  Sincerely, 
  **************  ***************** 
  Executive Priority Tell us why here...

  Customer response

  08/31/2021

  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

  08/23/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On August 19, I made an order for flowers to be delivered on the next day. The order process was a bit difficult because the reps made it that way. I had a coupon. But was told I had to first pay full price and would be refunded the difference immediately after. I found this to be a lie immediately after. My account was charged the full price and I was quickly told I had to wait for sometime on anything else. The day after delivery, I found that this company charged my accosted second time. This time for the amount minus the $11.25 coupon amount. So now they are sitting on almost double the original charge. I immediately opened chat and was told they can’t assist. So I called twice and requested a manager. When a manager, ******** called back she was arrogant, rude, condescending and spoke to me as if I was ignorant. She blamed my bank for everything and said that 1800flowers did not request money twice and it’s just my banks doing. Her tone the entire call was nasty and Rude.

  Business response

  08/23/2021

  Dear *******, 
  

   

  
  We apologize for the issues you have encountered with your order. We value our customers; and strive to accommodate their wishes to ensure a smile is delivered. 

  After researching your order the promotion discount of $11.25 was applied to your order.  The authorization hold should already be removed from your account.  On August 21, 2021 a fax was sent to your bank to have the hold removed. 

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

  
  Sincerely, 
  

   

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

  Customer response

  08/24/2021

  Better Business Bureau:
  
  My bank stated that 1800Flowers did in deed request to be paid the two different amounts. After contacting this company more that 6 times over the last couple of days, they finally requested that the first charge be dropped. I never thought it would be this difficult to order flowers. I should not have to spend countless hours requesting money back that should have never been charged in the first place. I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is no resolution, because I spent hours getting it resolved, myself, over the phone. I wish to close this case and be done with the matter since my money have gone back into my account.  
  Sincerely,
  ******* ****
  
  
  
   
  
  

*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. ↩