Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered flowers for a special occasion (death/condolences). I extra paid for same day service. I was not aware that the flowers would not arrive before the school hours closed. The point of same day should be for the person to actually receive the flowers during work hours ! Why have customers select "School" from your drop down menu but not have the flowers delivered before school closes. Most schools in ******* end by 3pm. There is no reason to have flowers sent at 4-5 or 6pm. The school and office is closed at that time. There should have been a disclaimer visible or highlighted that reminded customers that ********************** are not guaranteed to be delivered before 3pm or similar. This would lesson the spending on same day delivery. I spent $130 on flowers that were not delivered before the school office closed and that person was not able to get the condolences gift before she left. I called customer service and had them reach out to the florist who advise it would arrive at by 4pm. I have to stay at work late to ensure the delivery arrives so my money is not wasted or flowers taken!

  

  Business response

  01/28/2025

  We sincerely apologize that the flowers arrived after the school office closed. We have processed a partial refund, along with the same-day delivery fee.  An email was sent to the customer regarding the amount that was issued to their payment method. 

  Customer response

  02/06/2025

  Better Business Bureau:
  
  Yes, thanks. The company credited a partial refund.

  Sincerely,
  
  Dinotra ******

• Initial Complaint

  01/09/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Dec 07, 2024 originally ordered (3) three of the same bouquet types for my mother, mother-in-law, and step-mother.Bouquets were $55 each. Two were to be delivered to separate addresses in ******** and one to **************. When I pressed the first order address info, ALL THREE orders were defaulted to ******** and the order was SENT :(. I immediately called the FTD company and relayed the addresses were INCORRECT and I spoke to unfortunately someone with unclear english speaking skills. Each time I gave the correct information, the representative repeated the wrong info back to me :( He finally seemed to get it right HOWEVER, the 2 deliveries to ******** were correct, BUT my mom's in ************, ************** were over 10 days late, flowers were moldy and half frozen. The shipping label was INCORRECT...my mom's bouquet was sent to ******** and got lost. I immediately called the company AGAIN, and shared my frustration. They attempted to make an accommodation....refund me my $ and send a new bouquet, BUT I had to pay for it.....they charged me $71.16 I am sending what it should have looked like and what my parents got...:( My mom is 80 years old and in poor health :(The picture with the three bouquets were what were supposed to be delivered. FTD relayed the moldy original bouquet wasn't available for my Mom and I had to choose another, hence the "Love On A Line" one. Screenshots of postal labels...my mom's delivery didn't have a chance of getting delivered on time!

  

  Business response

  01/10/2025

  We sincerely apologize about the many issues regarding your order for ***** *****.  We have ensured that your original order had been refunded in the amount of $71.16, and have also processed a refund in the amount of $22.88 off the redelivery of the substituted item. Please allow 3-5 business days for the amounts to appear on your account.  Once again, we apologize for your disappointing experience with FTD. 

  Customer response

  01/10/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/08/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Flowers were never delivered although were promised on 1/6 then on 1/7. I called and emailed. They refunded $23.11 for the inconvenience but were still to deliver. I stayed home all day.

• Initial Complaint

  01/07/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a ***************** for a funeral to be delivered on 1/7/25 in ****** ** well the order is in ******** talked to worthless customer service obviously located in ***** they said it was in ***** on its way liars! I can't even tell you how upset I am if I knew this company was a joke I'd ordered from a different company so funeral is over plant is in ******** my friend who passed away from lung cancer that I've known since 1989 is gone & ftd upset me even more they ruined everything no one should ever be lied to like this I want my money back regardless if it gets delivered next week this is UNACCEPTABLE! You don't treat customers like this that's already going through a bad time shame on them! Now his wife also my friend will wonder why I didn't send anything & then may or may not receive a dead plant with a windchime next week!

  

  Business response

  01/10/2025

  We are so sorry to hear that your order was delivered late.  We understand the emotional importance behind sending a gift for an occasion such as a funeral service and the frustration and upset it causes when there are delivery issues.  Your order has been canceled and refunded in full to your original payment method.  Once again, we are so sorry for failing you. 

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a floral arrange in 12/20 for funeral for an employees parent 3 days later. I did not find out until 1/1 that the arrangement was cancelled and never delivered. I contacted FTD and got "I am so sorry" but we did try to contact you via email after the event to let you know. I did not receive any email notifications from FTD that they were cancelling this order and when asked why they did not call they simply stated that they sent an email. They stated the emails that they sent me were dated 12/23 and 12/25. they then tried to tell me that they could not find a florist to do this because it was to close to Christmas. Then she tried to tell be that the closet florist was over 100 miles away (the funeral was in a large city). Now our company looks terrible for not acknowledging a long time valued employees loss and I will not get a refund for close to a month.

  

  Business response

  01/09/2025

  We are so sorry we were unable to complete this delivery. We have verified that the refund has been processed. As an apology an offer for a complimentary delivery to the family was sent to the customer.

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec. 13 I ordered flowers from FTD for ****** using a Groupon and Credit Card for payment. The flowers delivered were not at all what I paid for, and I filled out an online form requesting resolution. I received a very quick response assuring me that the amount would be refunded, and the email (see accompanying photo) indicated that the amount would be refunded to my credit card, for which I was grateful because I had used a Groupon and had made FTD aware of that fact. But that's not what happened. The ***** was returned to me the same day, but it took over two weeks and almost 40 emails and two phone calls to receive resolution. FTD says they will credit the customer, but the customer has to fight for their funds. In one phone call, a supervisor told me that they do not even have a mechanism to refund the customer all of the funds, and that they also do not have an escalation process. He told me there was no one above him who could assist, and that it was impossible for them to complete the refund. He admitted that they send automated emails, and that the email I received did not apply to my order. I believe FTD should stop telling people they will refund their money when they will not. Further investigation online reveals that this is a common problem. After hearing from a supervisor that they do not have an escalation process, I reached out to FTD leaders that I found online. These business practices lack integrity and take advantage of people when they are most vulnerable. FTD should stop telling people they will refund the order when the customer has to do all of the work for their mistake.

  

  Business response

  01/01/2025

  We sincerely apologize for any misunderstandings regarding the refund of your order.  Unfortunately, we are unable to refund more than what was paid to our company.  The amount that was charged to your credit card through the ordering process, is what FTD would have credited to your payment method.  During the refund process, the gift card or voucher would be reinstated for future use. This is why you were informed that the full amount was refunded to your payment method (meaning the $29.98 was credited to your credit card, and the remaining voucher amount of $75 was returned to the gift card or voucher used).  Since you were not charged $75 to purchase the *******, a refund of that amount to your credit card is not possible. Any Groupons that are purchased, need to be refunded through *********** since they are the online retailer that sold the voucher.   Once Groupon customer service verifies with ********************** that a refund was issued, we give approval to either reinstate or refund the voucher cost, depending on the customer's wishes.  Once again, we apologize for the frustration you experienced during your time with FTD.

  Customer response

  01/06/2025

   
  Complaint: 22750019
  
  I am rejecting this response because: the business continually justifies their response, but does not address the root cause. Their automated reply does not match their actions for their refunds. They tell the customer one thing, but do something different. This is a decepetive business practice that needs to be fixed (or escalated) to be fair to the consumer. Please see the attached response from FTD regarding their refund. The amount they refunded was less than $30. 
  
  Sincerely,
  
  ******* **** **********

  

  Business response

  01/07/2025

  We apologize for any misunderstandings, as well as your experience.  We have attached screenshots of your charges for your FTD order.  As you were only charged $29.98 on your credit card with our company, that is the only amount we are able to refund to your payment method.  The remaining $75 was a Groupon (Gift certificate), which was purchased for half the cost of the amount it is worth when making a purchase on an FTD order. This amount is automatically reinstated back to your Groupon (gift certificate) at the time the refund is initiated.  As you did not wish to reinstate the voucher, but instead receive a refund for the amount you paid, Groupon would have refunded the amount you were charged for their service. 

  Customer response

  01/07/2025

   
  Complaint: 22750019
  
  I am rejecting this response because: Although the business continues to reiterate the math for this order, they do not address their auto-responses that promise resolution that is different than what they say their system is capable of. FTD should discontinue the practice of replying with an automated reply that promises a refund of the full retail price of the product (see attached) while refunding only the price they charged directly to the customer's credit card, which is significantly less than the amount they state in their automated reply. 
  
  Sincerely,
  
  ******* **** **********

• Initial Complaint

  12/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I ordered and paid for flower arrangement to be delivered. Received a notification stating it has been delivered. Recipient never received. I asked where is it. Response is they dont know and can not help me

  

  Business response

  01/02/2025

  We apologize for the experience and misunderstandings. We received confirmation that a redelivery was processed and received.  If this is not the case, please reach out to FTD directly so we can investigate further.

  Customer response

  01/02/2025

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  12/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order placed online for delivery of flowers today. I received confirmation that order was placed and that order would be delivered today. Then I receive an email requesting I call their office, which I did. They wanted a whole lot of personal financial information which I reluctantly provided. Now, the delivery is in limbo, ****'re not respindung and I'm afraid my personal information has been compromised.

  

  Business response

  01/02/2025

  We sincerely apologize for your experience.  We have reviewed your order and can see that a full refund was issued and delivery confirmation was received. If the recipient did not receive the flowers and greeting card, please reach out to FTD so we can investigate further. 

  Customer response

  01/04/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  12/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Flowers were delivered when it was 10 degrees outside. Left on deck for 5 hours. Flowers were not good after that long. Wanted the giver to just be reimbursed and did not want her to have to go through the hassle as she is an older lady. I'm sure they had her credit card info but they said they could not do that unless they got a call from her.. Pretty disappointed.

  

  Business response

  01/02/2025

  We apologize that the weather effected the quality of the thoughtful gift that was sent for the holidays.  We reached out to the sender directly and resolved the issue.  Unfortunately, as the person filing the complaint is the recipient, we are unable to handle monetary compensation with them directly. 

  Customer response

  01/06/2025

   
  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.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  12/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a Christmas centerpiece from *****************************. I paid extra for same day shipping, my total cost added up to $102 for flowers. I expect $100 worth of product and to get the product I paid for. The flowers were delivered to my mother the recipient on 12/19/24 though the arrangement was nice, it was a far cry from what I paid for. The arrangement my mom received looked more like a casket arrangement than a Christmas centerpiece. The colors were pinks and bright greens, the greenery was supposed to be Christmas greenery and what was received, was some sort of bright ***** **** species.The website does say that some things may be substituted based on local availability, but this was not even close in look or value to what I ordered. I called customer service, I could barely understand them, but they said they understood and would redeliver a better and more similar arrangement on 12/20/24. That day went and no redelivery. Now they won't reply to my emails either. I want a full refund. They had their chance to make this right. I will accept this a replacement, but it has to be 1:1 to what I paid for, nothing less.

  

  Business response

  12/30/2024

  We are so sorry to see this. We have refunded 50% of the order and provided a redelivery.

  Customer response

  01/08/2025

  Better Business Bureau:
  
  This matter was resolved to my satisfaction. Thank you for your assistance.

  Sincerely,
  
  ******* Rogers 

*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. ↩