1 800 Flowers

Review: I placed a order with the business via the phone. When the flowers arrived on a Friday the flowers were half dead and in poor quality. I called 1800 flowers to report the issue as soon as I found out. I was reassured over the phone that the flowers were going to be redelivered the next day. On Saturday the flower company came to pick up the flowers and did not leave a replacement arrangements saying that I refused a redeliver and was disappointed with the company. Once again I called 1800flowers to explain the situation and after several minutes on hold I was once again reassured that Monday I would have a set of new flowers delivered to my recipient. Monday came and went with no flowers. I called 1800 Flowers again on Tuesday talking to a different representative only to be once again reassured they would gladly fix the problem and place another order for new flowers. Today Wednesday I get a call from 1800 Flowers saying that the local florist cannot deliver the order because they do not have the correct flowers. After three attempts of talking to reps on the phone they finally let me talk to a [redacted]. The [redacted] told me the flowers were out for delivery even though it has the wrong flowers in it. All I wanted was the same exact flowers in the arrangement as guaranteed. 1800 Flowers completely messed up this order via the local florist and customer service left me with 3 open orders saying they would be delivered. I am never using this company again.Desired Settlement: I would like know how come the company has no quality control and eyes on the products the local florist are providing the customers. as well as an apology and letter from the company.

Business

Response:

Hello,

We sincerely apologize for the inconvenience. The order was placed by [redacted]'s wife [redacted].

I spoke to [redacted] and apologized for the poor experience he and his wife experienced.

[redacted] confirmed a redelivery was made on September ** and the flowers arrived in good condition.

A follow up email was sent to [redacted] and [redacted] noting for their inconvenience, we have issued the remaining credit for a full refund. It was explained to please allow 3 -5 business days for the refund to process.

Regards,

Review: I placed an order for mothers day flowers from 1800flowers.com on 05/**/2014 for delivery on Saturday 05/**/14. On Saturday 05/**/14 at 9:00 PM, 2 hours after the 7:00PM final delivery time I checked the status online and it did not show delivered. I called the customer service number and after a 32 minute hold talked to a customer service rep who told me BOTH that the flowers were delivered and that they were being delivered. I asked for clarification on whether they were delivered or would be delivered she said I would be delivered and that the system was behind in updating status. On the morning of 05/**/14 I called customer service again since I still did not see a status and was told they were out for delivery with the florist and they could not give me the name or address of the florist so that I could confirm a delivery time. I asked to speak with a [redacted] 6 times and finally the rep ([redacted]) transferrd me and after 2 minutes I was disconnected. When I checked back online I saw that a refund was made and they cancelled my order though I did not request a cancellation. I've tried to contact them several times and they have ignored my request to get the flowers delivered. As of now they refuse to assist me with getting a delivery made.Desired Settlement: Deliver flowers as guaranteed.

Business

Response:

Hello,

We sincerely apologize for the customer's inconvenience.

The customer received a full refund on 5/** for $63.47 and a $20 gift certificate.

A complimentary replacement was delivered on 5/**.

I have contacted the customer on 5/**/14 and left a message with apology.

Regards,

Review: Placed an order through my Southwest Rapid Rewards account page for the following:

CLASSIC BUDDING ROSE - 6" WITH YANKEE CANDLE

Product Code: 18628LYC

Delivery Date: 02/**/2014 or 02/**/2014

Quantity: 1:

Product was delivered wilted, dry and dying. I have photos if needed.

I e-mailed 1800FLOWERS on 2/** upon delivery with my displeasure asking for a full refund and that the 1750 Southwest Rapid Reward points that were guaranteed by making the purchase be credited to the account despite the horrendous service.

I received a form-letter response from a customer service representative named [redacted] with the following text:

Dear ,[redacted]

Thank you for contacting us.

We would like to scheduled a redelivery of your order, at no additional cost to you. However the original product is no longer available, if you would be so kind as to visit our website, WWW.1800Flowers.com, and select an item of similar cost and value that is delivered by UPS/FedEx and provide us the product code.

If you have any other questions or concerns, please do not hesitate to contact us at the address listed below.

I responded in an incredibly emotional manner, as I believe was warranted, demanding my request for a full refund and the reward points be fulfilled. It's been 4 days and I haven't heard anything from them. So I am filing this complaint.Desired Settlement: I would like a FULL refund AND the 1750 Rapid Reward points credited to my account #[redacted] immediately.

Business

Response:

Hello,

We sincerely apologize for the customers inconvenience.

I have contacted the customer on 2/** & 3/* with no feed back response. The customer is unresponsive.

Upon review the gift arrived damaged. A replacement for a similar gift of the same value was sent on 2/** but that was reported as low perceived value.

A replacement from a local designer is being scheduled for Tuesday 3/*/14 for a blooming plant.

In regards to the settlement, the customer is asking for a refund as well as his South Western sky miles to be applied. Unfortunately we can not process the

refund without losing the sky miles, so we have not refunded his order in order to keep the miles.

Since a suitable value replacement is being sent for 3/*/14 we consider this complaint amicably unresolvable.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Saturday, May **, 2014 4:06 PM

I am writing you today to make you aware of the situation with 1800flowers and the fact that the situation( complaint #[redacted]) has NOT been resolved. At the time of my last e-mail, I had spoken with one of the 1800FLOWERS supervisors, who amicably offered to send a replacement order on Mother's Day. So today I called them to verify the status of the order and low and behold, the order was CANCELLED!

Review: Revdex.com, This isn't only a personal problem with this company. I'll provide a link to their facebook page showing all of the disappointment that this company has given as "business". [redacted] I ordered flowers for my mother online costing me nearly $200, I only received half of the order and had to file a claim because they would not respond to my emails and they hung up on me when I called. They told me I had to call back and then said the manager would call me back, which they never did. Now, I filed my claim the next day and they had 10 days to respond. Waiting until the last moment to respond, sending me an email (which I have made copies of all documents) saying "what can I say, except I'm sorry?" as the first sentence. Going on to say that they were going to give me a gift certificate of $20 to use on my next purchase. I was no pleased. Now, after receiving this email I went on their facebook page and wrote my own review, very simular to all the other comments and reviews on their page, and was told what I was going to accept as customer service rather than make this right. They told me they would only give me 50% back even though I was treated like garbage (not the only one, again) and have had to wait around since February [redacted] for them to make this right. Now, in my eyes this is very poor customer service and a very poorly run company to have everyone say nothing but bad things about how unsatisfactory this business treats others. They will happily take your money but they don't want to hear from you again unless you publicly shame them on their facebook page. And even then they only want to do what they feel is okay and don't care about what you have to say about it. This is the reason for my complaint. I'm not the only one who has had problems with this company and it shouldn't be alright for it to continue. Yes, they said they would give me 50% back but really we'll have to see if I even get that back. I've read some of the comments about how they were promised one amount and given much less. Please, go look for yourself and see what is going on. I really don't know what else to do. Thank youDesired Settlement: I would like a full refund for this poor customer service and business to apologize immediately, not only to me but to everyone because this is just unacceptable.

Business

Response:

Hello,

We sincerely apologize for the inconvenience. I have contacted the customer on 3/*/14 and apologized for the poor service they received a message was left on her voice machine.

Upon review the customer was assisted by a representative on 2/**and by our social media team on 2/**. Due to holiday volume, our social media and phone service agents worked as quickly and diligently as possible to address all our customers concerns on 2/**.

The customer was contacted on 3/*/14 and the following was left via voice machine.

Customer received a full refund back to their pay pal account in the following order. 2/** -$ 14.99 2/**- $ 82.21 3/*/ - $ 67.21. Please allow 30 days for the refund to apply back to pay pal account.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. But I will be checking on the status of said refund to make sure I am in fact being refunded the full amount. I never received any notifactions of any kind in regards to my account being refunded at all. I contacted them and there is no refunds even in process, to my current knowledge. Now, I have looked at their facebook page and noticed that there was a refund but not for the amount that was promised so I again I will be observing this very closely.

I just hate that I've had to go through so many outlets just to finally be heard when simple and professional business standards could have been used from the beginning to avoid all of this.

They really need more or at least better customer service and this problem should be worked on immediately. I will be back and let you know of any further problems with this case in the future.

Sincerely,

Review: I ordered a Fields of Europe bouquet for my wife for Valentines day, I am very disappointed with the product. I understand the lilies come in a bulb and will eventually open but it arrived missing the daisies, pink ribbon. The bouquet contained a lot of white baby breath filler and not pink filler as shown in the picture, and also a lot of feather fern which is also not what is advertised on this product. Even when the bulbs open it will not even come close to the bouquet that is advertised. I hope to hear from you soon. Order # [redacted]Desired Settlement: I would like a partial refund or replacement with the item as pictured.

Business

Response:

Hello,

We sincerely apologize for the inconvenience.

We have taken preventive measures and followed up with our floral management team regarding the quality.

I have spoken to the customer on Monday February ** and apologized. We have provided the following resolution.

A complimentary replacement for is scheduled for delivery on Saturday March 1.

The customer received a full credit for $101.15 on 2/**/14. Please allow 5 business days for the refund to process.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I placed an order over $130 for floral arrangements for my wedding on Feb ** to be delivered March *. I spoke with 2 different agents that guaranteed my order. On March * my floral arrangements never arrived. I spoke to an agent over the phone who assured me she spoke with the florist and my order was on its way to my home to be delivered. No one ever came. I spoke with a different agent the same night who told me my order was rejected by the florist 3 weeks ago but no one contacted me. I spoke with the priority department who said she called the florist and they were on their way. No one came once again. When I called back the agent who I talked to told me that the priority agent lied to me and there was nothing she could do for me other than order me a different arrangement of flowers that could be delivered by mail within a couple of days but they wouldn't be the same flowers I ordered and they can't guarantee that they will be bloomed for the wedding. She then transferred me to the same priority department agent who then assured me she would be taking care of the order personally and my arrangements would be delivered the next day and 50% of my money would be refunded back. The next day I waited until 6 pm then called and spoke to a woman who said that she called the florist and it was on its way to my home and would be here by 7 pm. After 7 pm I called back and spoke to another agent who said that no one was ever able to get in contact with a florist so he doesn't know why they told me that but he will handle the order. These arrangements were ordered for my wedding. They were ordered 3 days before the wedding day so that they would have time to bloom. Here I now am 1 day before my wedding without any flowers and a different story or promise every time I call in. This has absolutely RUINED my wedding.Desired Settlement: I want a refund of my money back in full.

Business

Response:

Hello [redacted],

I got a surprise Valentine's Day chocolate delivery at my work last week... When I called my husband to thank him only to found out there were supposed to be the strawberry covered chocolates and two dozen roses but no roses... The roses showed up the next day kind dried up... Now the flowers are all kind dead without even blooming... I tried to call today... the Rep told me I am one day too late because I passed their seven day freshness policy... JUST ONE DAY... I am just so disappointed with just everything... I would love to get my refund on the flowers please...

Review: There are a few issues. Not only was I promised a delivery window of 9am-3PM, they also couldn't provide the product I purchased. They stated the florist did not have the flowers and they would still deliver the "florists choice" which is outrageous. I needed a specific order for a specific reason. Also, my boyfriend gets off of work at 3PM which is why I made it clear the flowers needed to be delivered BY 3PM. Delivering them to another location is and was NOT an option. The customer services reps were very hard to understand both in their soft tones and accents and the initial representative wrote an email to the florist instead of calling. Since this was an urgent, same-day delivery, you'd think they rep would've taken the time consumption it takes a person to receive and read and email, into consideration. When I finally realized this company could not come through with their promised time-frame, I requested the order be cancelled and I be refunded my money. As if this entire headache and frustration wasn't enough, I now have to wait up to two weeks to receive my money back which is outrageous!!! POOR POOR SERVICE ALL AROUND! I should've gone with someone else!Desired Settlement: I would like the policies to be reviewed on how a CSR handles urgent deliveries such as mine, as well as refund policies. Something for this extreme inconvenience would be nice too.

Business

Response:

Dear [redacted],Thank you for contacting us.We're very sorry your order experience with us wasn't everything it should have been. I have been assigned to investigate and resolve the issues you outlined in your complaint to the Revdex.com. You had asked for us to review our policy regarding urgent delivery requests and our refund policy and I have done so. Unfortunately, our policy when placing an order will not allow us to specify a time for delivery; we can request one, but it is not guaranteed because the preparation time and travel required for our shops to deliver may vary. We can only request but not guaranteed. You are correct that the agent could have contacted the florist by phone for an answer to your delivery question. I do not know why she/he chose to send a message instead; that might have been the only option available to them at the time. Also, according to our notes, you were advised that the arrangement you had ordered was not available and offered the florist choice instead. I understand the arrangement you chose was for a specific reason and I'm sorry that the product was not available at the time. Finally, the frustration you speak of regarding the refund issue is understandable as well. I would not want to wait for up to two weeks to receive a refund; however, I checked on that for you as well and found out that the charge was an authorization hold only that will fall off within 24 hours. We never charged you for the order because the order was cancelled before it was fulfilled. If it had been processed, we would issue the refund immediately, but it could take up to 5-7 business days, depending on your financial institution. Again, it was never our intention to disappoint or inconvenience you in any way. I hope this letter helps you to understand our process a little better. If you have any questions or concerns beyond this communication, please do not hesitate to call or email us. Our number is below. Sincerely, Margarett A K[redacted]Executive Priority Services[redacted]###-###-####

This company is a total scam. They take your money the moment you place an order and then do not deliver any product! And they do not issue refunds! A total scam company that should be shut down immediately! I have ordered from them twice (my mistake!) and both times have been told the day AFTER my order was not delivered that the product was no longer available! No refund, no offer of resolution. Just SORRY, too bod for you. This should be a crime!

Review: I placed an order online and selected Nov. ** for delivery. I remember selecting November ** because I wanted next day so it would have been delivered on Saturday November ** and it was not available Monday was the soonest date. I went to go visit the recipient this evening who had surgery this morning to find out they never received my order. When looked it up online I found it says that it is not scheduled until December * a week later. I called customer service to see if there is any way I could have it delivered Tuesday or Wednesday of this week (December 1/2) and was told no that it was in the shipping process. I wanted it just canceled then and was told no. I see online in the FAQ section once it has entered shipping or delivery it can no longer be canceled. I think it is interesting I can order it today and have it delivered on Wednesday but we can't do anything sooner than next week I am told? Also I am concerned about the quality of the flowers if they take over a week to ship. I am extremely disappointed and wish I would have looked at reviews before I ordered as it seems that there are a lot of negative reviews. If the product cannot be delivered until a week later than really I do not want it placed at all. I would like it canceled. It would be an embarrassment to have the product delivered a week late wishing them well on their surgery a week late!Desired Settlement: I would like the order canceled and a refund of the amount paid at the time of order. I used a groupon coupon for part of the order and I am happy to eat that lost cost. I do not want the product delivered and I want a refund.

Business

Response:

I contacted the customer by phone to work out a resolution for this situation. I apologized to [redacted] for the inconvenience and frustration with this order. I had found that the order could be expressed to arrive 12/*/2015 and offered her the option to replace the order with the new date and she was happy to accept. I also issued her a $20 Savings Pass for the trouble she experienced.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: The web site guaranteed the delivery would be by the close of business. The location was a [redacted] that closes at [redacted]. The delivery was not made. I paid extra for the delivery today.

Order # [redacted]Desired Settlement: I want the deleivery made tomorrow immeditaely and an apology to the recipient.

Business

Response:

We sincerely apologize for the customer's inconvenience. I have spoken to [redacted] on 12/** and apologized to him. [redacted] was provided with our delivery time frame for same day delivery to a business. The order for delivery on 12/** was attempted after [redacted] when the recipient was unavailable, but the arrangement was successfully delivered on 12/**. [redacted] noted he did accept a redelivery offer from our social media representative on 12/**. [redacted] was offered a $20 gift certificate that will be emailed in up to 30 days. He finds the complaint resolved to his satisfaction based on our conversation. Sincerely, [redacted] ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Sincerely, [redacted]

Review: I placed an order for same day delivery of flowers on 4/**/2014 and paid a premium for it to be done. I was assured that the flowers would be delivered same day with guarantee. 3 days passed and on 4/**/2014, the order had still not been placed, hence undelivered. I called on 4/**/2014 to see what the issue was and they stated that they had not yet placed the order and would promise to get it done. They had already charged my credit card the full amount. 3 more additional days passed and the flowers have not been delivered because the order was not placed still. I sent multiple e-mails to customer service and they asked me what was wrong with the order. They did not even look deeper into the matter because if they did they would know the flowers had still not been delivered. I have called and emailed and called and this issue has not been resolved.Desired Settlement: The flowers to be delivered on the same day were crucial to be delivered that very day for someone in need. That moment is lost. They need to work on their customer service as it is terrible. The agents do not actually look into the matter in detail but look superficially and make promises that are never fulfilled. They promised a 2nd delivery and still the order was not placed. How about they refund my order completely and give me a complimentary service instead of trying to offer me a $20 credit that will never right their ineptness.

Business

Response:

Hello,

We sincerely apologize for the poor customer experience. I have spoken to [redacted] on Sunday May * and apologized.

Unfortunately there was a misunderstanding as the customer placed 2 orders and the representatives were referencing to his other order that was delivered.

[redacted] received a full refund on 5/*/14 for $86.54 and a $40 gift certificate will be emailed in up to 30 days. Please allow 5 business days for the refund to process. The arrangement was delivered on May *,

As discussed with [redacted] I contacted his recipient and apologized for the delay in delivery.

Regards,

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me and the matter has been resolved. Just to clarify and not to understate my complaint, no misunderstanding regarding the orders placed was had during my initial conversation with the representative on March **, 2014. The order was never placed by company after receiving funds. I was promised delivery for the said arrangement on March [redacted] (as there was failure of delivery on March [redacted]) with the correct order being confirmed and with a promise of delivery for that very same day. The order was then canceled due their carelessness. Despite the repeated errors and failures on their part, I have accepted [redacted]'s willingness to reach out to me. However, the validity of the claim cannot be understated or dismissed so easily. Rest assured, I support closure of this complaint.

Sincerely,

I am not at all happy with the service I received from 1 800 Flowers. I ordered a bouquet on December * to be delivered for a birthday on December **.

The bouquet arrived a day late, and when I contacted customer service to complain, I never received a response.

Their customer care is terrible and since contacting customer service, I have found many similar complaints on the internet.

I believe that this is an issue that should be followed up on by the Revdex.com, as there are multiple complaints on various websites about this business.

I ordered a gift for somebody who was badly injured in an accident. I was told that the gift would be delivered next day. I found out a week later that the gift was never delivered but my card was charged. When I filed a complaint, I was told that they do not accept orders in my area. Why did they charge my credit card? Why didn't they let me know about this a the time of order. Beware!!

Review: I went to the 1800 Flowers website on [redacted] to purchase flowers. I had an e-gift card for $25.00 that I had obtained with my [redacted] Thank You points. I went through the process of picking the arrangement and everything else when I arrived at the billing screen (the one that asks for billing address, promo code, and gift card code & PIN). I saw that my order was going to be around $70.00 so I went back over to [redacted] and got another $25.00 e-gift card. I proceeded to complete my order and got to the point where I could enter my first gift card code. Only at this point is there a notice showing that only 1 gift card can be used per order. There was nothing showing on the front end for me, the customer, to know that only 1 gift card can be used at a time so that I could save my points and money. I now have a $25.00 gift card that will likely never be used, which means I am out $25.00 for something where I was not given important info beforehand. I tried to contact the business to see about combining gift cards, but was on hold for 1/2 hour without ever talking to a person.Desired Settlement: I would like to receive $25.00 back from the business to compensate for the second gift card that was unable to be used. I will provide them with the e-gift card as well after compensation is received.

Business

Response:

Hello, We're very sorry that you were unable to use both e-gift cards on the same transaction. Unfortunately, as we did not issue the e-gift card, we are unable to issue any compensation. We suggest that you contact [redacted] and see if they can reinstate your points and compensate you for the card. Again, we apologize for any inconvenience this has caused and look forward to delivering another smile for you soon. Thank you, Courtney S[redacted]1-800-Flowers.comExecutive Priority###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It's deceptive sales practice of 1-800 flower to not inform customer ahead of the time that only one gift card is allowed for each transaction. Otherwise I would go to buy another of their gift card and waste $25! And they didn't even try to provide the customer a solution. Will not use their service ever again and will warn other people about them too.

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

Sincerely,

Business

Response:

Hello,I have tried reaching out to you via the phone, however, I was routed to voicemail. If you can send us an email or give us a call and provide your e-gift card serial and pin numbers, we will get this taken care of you.Again, we apologize for any inconvenience this has caused and look forward to hearing from you soon! Thank you, Courtney S[redacted]1-800-Flowers.comExecutive Priority###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I placed an order online, then found I needed to cancel it the next morning. This was within the required time to cancel. My order number was [redacted] and I spoke with a representative who first tried to talk me into keeping the order and taking a 15% discount. I asked him to just cancel the order. He then tried to convince me to take a 50% discount and keep the order. These were funeral flowers for my aunt, and I really did not need the hassle and hard sell. I asked to just cancel the order. He assured me I would receive a full refund and that I would receive an email confirmation within 48 hours. I have received neither the email or the refund. The representative gave me a confirmation code of [redacted] for the cancellation.Desired Settlement: I expect to receive a full refund without any further delay.

Business

Response:

Hello,We sincerely apologize for the customer's inconvenience and delay in the refund. I have spoken to Eileen and extended our apologies.The customer called to cancel her order and was offered a refund.The refund did not process back to her [redacted] account so a manual refund check had to be done.Check number [redacted] dated 2/**/15 to [redacted] for $137.98 has been processed. Please allow additional time to receive via mail.Regards,[redacted]

Review: I wanted to order flowers for my best friend and her husband who lost her father-in-law to [redacted]. I looked at what I wanted online, Heartfelt Sympathies Blue & White Standing Basket #91266, and saw the following message and decided to call because I wanted to confirm the flowers would be delivered by [redacted] on [redacted] November[redacted]. I called on my lunch break on [redacted] November [redacted] at [redacted] to make an order. It was a 13 minute conversation in which I made the purchase for a total $149.36 with a confirmation #. I did use a 20% discount by putting it on my [redacted] credit card so the total included the flowers along with a $17 shipping fee. The so called sympathy specialist assured me that the flowers would be sent on time so I was confident with the purchase.

Funeral Standing Baskets

Express your deepest sympathy in their time of sorrow. These hand-designed Funeral Standing Baskets are a heartwarming tribute for the memorial service. If you need assistance, please contact our Specialty Sympaty Advisors toll free at ###-###-####.

Well at [redacted] on [redacted] November**, my best friend texted me that they never got the flowers and it was over. Her father-in-law was not flashing and didn't want a big funeral so they decided to have a small gathering for the family in His home state. So the wake was going to be lunch and a short service at A Church. So when my friend let me know they never received the flowers I was very upset and hurt because my best friend loves flowers and I wanted to show my support here in [redacted] while they were going through this sad time.

I was at work when I found out so I told my boss that I needed to step away to make a phone call, as he knew what was going on. I called, forgive I don't know the exact time, around [redacted] and talked to the service rep who said that the arrangement I ordered was not available and they called to let me know. I did not receive a call. I asked for the phone number they called and it as off by 1 number. I then said when I gave my contact information when placing the order, they repeated it to me so they should have had the correct number. I also stated that they had my email address so why didn't they email me when they couldn't get ahold of me. I got no response just the typical "I am sorry for the inconvenience". I then asked for a a full refund and they said it could take 5-7 days and I said that as unacceptable. As quick as they were to take money out of my account for a flower arrangement that they didn't have available they need to deposit it back. I asked to speak to a manager, explained again what happen and they basically said the same thing and said that she needed to transfer me to the billing department to see what they can do. I got transferred and then hung up on. I was so upset because I was on the phone for 15 minutes and then disrespected again by being hung up on.

So I called again. As soon as a representative got on the phone I asked to speak to a manager immediately. I basically explained the whole situation again, for the 3rd time. I asks for the managers name in case I got hung up on again and she said her name was "[redacted]". I asked her to spell it in case I heard wrong and it was [redacted] like the color. They then put me on hold in mid conversation and didn't realize until I didn't get a respond and kept on saying hello. Then called on a 2nd land line phone but before I could talk to a rep, they came back on the other phone. They then tried to transfer me again and they hung up the phone on me again. Yes again.

I then had Call back again for the 3rd time and asked to talk to supervisor [redacted] in which the rep could not transfer me to that person because they have several call centers. While being very upset, I explained myself again. This rep was very helpful and did not put me on hold and was able to get me a refund and even took a step forward by calling my bank and transferring me in the call so [redacted] can accept the cancellation. My account stills shows the charge as pending, so I still need fee to be cancelled, but she did go above and beyond what the other 2 reps and 2 supervisors couldn't do.

So to sum things up, my best friend lost a member of her family to [redacted], the flowers were bought but not delivered, and then I got really bad customer service and I still have a pending charge, $149.36, in my account.Desired Settlement: I would like a refund along with a complimentary flower arrangement to be sent to my best friend and her husband, along with some assurance that my complaint will be reviewed and hopefully never happen again to a grieving family.

Business

Response:

Hello,We sincerely apologize for the customer's inconvenience. I have spoken to the customer on November ** and extended our apologies for the poor customer service she experienced.Unfortunately due to local availability the floral arrangement could not be delivered. The number provided for the customer was not correct, so contact was not made successfully with the customer.A complimentary dish garden plant was sent to the family on 11/** and the customer received a full refund from the order.Regards,[redacted]###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On May [redacted] I purchased a flower arrangement via 1-800-Flowers.com. Order number [redacted]. The order was for same day delivery. At 7:52pm on 5/** I received email notification that my order had been delivered. On Tuesday, May [redacted], I spoke with the friend whom I had sent the flower arrangement. The arrangement was for a death in the family. I asked her if she had received the flowers. She had not. She indicated to me that she was at home all day on 5/** and no delivery was attempted. Upon hearing this I contacted Customer Service via email. My first contact with them was on 5/**. I received an email the next day apologizing the for inconvenience. It further stated they were going to follow-up with the local florist to determine what happened to my order. I followed up later that day to see if there was an update on my order via email. I received another email (probably a form letter) indicating the same as the first. I then followed up again on Thursday. This time I indicated to Customer Service that if my issue was not resolved by close of business on Friday then I was going to escalate my issue to the Revdex.com. Once again, I received the same form letter than I had received the previous two times. While I understand that mistakes happen, there was no sense of urgency from Customer Service to resolve my situation. I sit here almost a week later and my friend hasn't received flowers from me for the loss in her family.Desired Settlement: My desired outcome is the following:

1) The local florist needs to correct the situation and deliver the order that I submitted. They also need to apologize in person to the recipient.

2) 1-800-Flowers.com owes me an apology (not a form letter) for not dealing with this situation in a timely manner.

3) 1-800-Flowers.com should refund my money to compensate me for the time I have spent over the last week trying to resolve this matter. The only time I received any sort of update was when I contacted Customer Service. At no point in time did they try and reach out to me.

Consumer

Response:

I am contacting you in reference to complaint ID [redacted]. I contacted the company via Twitter and was able to resolve this matter. At this point in time I consider this matter resolved.

Sincerely,

Review: I ordered flowers today, 5/**/2014, for Mother's Day. They were to be delivered today but never arrived. I received an email close to 8PM indicating delivery was tried, but they were not successful. Upon receiving this, I contacted my Mother. There was no knock, no doorbell ring, and no phone call. There was no delivery attempt. When I called 1-800-Flowers.com to question this, the first person I spoke with pretended he could not here me, and hung up (after I had waited for close to 12 minutes). When calling back, I spoke with a "[redacted]", who advised the computers were down so they could not process a refund. He promised someone would get back to me in 12 hours. My order # is [redacted]'s ID # is [redacted]Desired Settlement: I want this charge removed from my credit card. I never plan to shop with this business again. Their service is horrible.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Ordered early for Valentines Day for my wife on February *, 2014 and still have not received.Desired Settlement: Full refund and delivery of product ordered for my wife with an apology for terrible service.

Business

Response:

Hello,

We sincerely apologize for the customer inconvenience. A follow up email was sent with the following.

The customer received a full credit for $8.62 on 2/**/14 . The $40 gift certificate he used will be returned.

A upgraded complimentary replacement is being coordinated for delivery on 3/*/14 via UPS.

The customer was provided a contact number for me if they have any additional concerns once the replacement arrives.

Regards,