Avas Flowers

ORDER# [redacted], my apologizes for the issues you experienced. as shown, a full refund has been issued as shown below:
 11/07/2014 11:38AM  
REFUNDED ORDER
The order has been refunded - Amount: $51.93 vs Transaction [redacted]
as shown within the Avas website:
We are located in...

Mahwah, New Jersey, but we operate nationwide by working with local florists.  We also often use FedEx and UPS for delivery, which we will cover in more detail below.

I am rejecting this response because:  The flowers were never delivered.  The delivery guy said he left a note on the door and no flowers left.  They would've been there for 10 minutes behind a fence and blocked by trash cans.  If they were left it was at the wrong address.  I'm highly disappointed that avas can't be bothered to contact me and I've had to go to this extent for a refund.  They are not taking responsibility for their mix up.  This is the worst customer service I have ever received.

We regret that you were unhappy with the receipt of your order. After reviewing your beautiful photos, and reviewing the recipe of these particular arrangements, all flowers are represented accordingly. Therefore, your order has been approved and meets the Product Description as well as our...

Substitution Policies.Substitution Policy:The flowers shown online are representative of color scheme, look and feel, overall style, and value; however specific containers and or flowers will vary in some cases due to floral designer interpretation, availability or need to meet our quality standards.  While substitutions may be necessary, a great effort will be made to keep the same look and feel of the arrangement, using flowers of greater or equal value.  [redacted] A stunning vase arrangement that is sure to make your love blossom. Our Love in Bloom Bouquet consists of red and pink roses, with no indication of the amount of flowers that are to be used to fill the arrangement to value, that complement a surrounding foundation of pink alstroemeria. This collection of fresh flowers are expertly arranged in a red vase to make this bouquet extra special.Item pictured is a depiction of an arrangement that we will make as similar as possible with the same look and feel. [redacted]  The Blooming Romance Bouquet is a spectacular display of love and affection. Red roses and red carnations come together to create a romantic and sophisticated arrangement set elegantly in a clear vase, with no indication of the amount of flowers that are to be used to fill to value.  Make this occasion that much more special with the perfect flower arrangement that expresses your heart's sentiments. *Bows and Ribbons depicted in this arrangement are not included.Item pictured is a depiction of an arrangement that we will make as similar as possible with the same look and feel. Both arrangements were delivered, as requested, with fresh flowers and filled to value by the designer. The photos sent showed did show fresh flowers and as described on line.As a courtesy, additional store points have been issued:Account DetailsCurrent Reward Points @45499 which are worth $22.75 and do not have an expiration date.

The on line description was as follows and it was delivered based on that description: Pink & White Sympathy Standing Basket @$89.99. Our Pink & White Sympathy Standing Basket is artistically arranged with lovely pink and white flowers. This one-sided, fan-shaped sympathy arrangement will display proudly while honoring the deceased. It will convey your most heartfelt condolences.
*Bows and ribbons depicted in this arrangement are not included.*Standing basket arrangement of assorted flowers which may include roses, carnations, mums, lilies, gladiolus, baby's breath, and more.
*Designers will use the freshest flowers available, so colors and design may vary depending on availability.*Standing Baskets are created to fit on a stand or pillar. The stand is not included, and in most cases will be supplied by the funeral home. Stands may not be available in all areas.Item pictured is a depiction of an arrangement that we will make as similar as possible with the same look and feel. ON LINE ORDER PROCESSING:In order for a website order to be processed, the customer "MUST" check our TERMS of SERVICE prior to placing the order. At that time, the customer has the choice of viewing those terms and policies. Whether they read read them or not, they are bound by those terms. The customer MUST approve the acceptance of those terms of service before finalizing the on line order or the order will not be placed. Prior to the acceptance of "the terns of service", all of the charges for that order are shown and MUST be reviewed before acceptance of the order. You agree to this Agreement by doing any one of the following:1. Using, accessing, or viewing this website; 2. Registering for and using an online account through this website; 3. Submitting content, such as product reviews, to us for publication; 4. Ordering or purchasing flowers, balloons, chocolates, baskets, food, and other products or the delivery of the same from us.Please read this Agreement carefully. If you do not agree to this Agreement, you may not access or otherwise use this website or purchase products or services from us.Consumer must review company policies/guarantees: When is the deadline to place an order for it to arrive by a specified date? If something were to happen to your order, would you be able to receive a full refund or replacement? Read the company policies for returns/exchanges and the fine print associated with your order to understand your rights as a customer of the company.This Agreement applies to your use of this website as well as any services we provide, such as selling and delivering flowers and other products.

Complaint: [redacted]
I am rejecting this response because: the plant looked as if it was taken off the shelf in the shop and delivered.  There was no sister ribbon.  I tried to contact the business at least 3 times on Tuesday January 19th and had to leave a call back message.  None of those calls were returned 
Regards,
[redacted]

ORDER#[redacted], my apologizes for the issues you have mentioned. Since the original order was place 12/24/14, the customer needs to call [redacted] and provide the credit card information used for this purchase( card #, expiration date) and a refund in the amount of $72.99 will be processed while...

the customer is on the phone. Thank you for your understanding

ORDER#[redacted] please accept my sincere condolences for the loss of your mother. As shown within the Avas website for The Red Heart Wreath, which is a standing arrangement that is created to lend comfort at a difficult time. Send a tribute to a dearly departed with this lovely and elegant...

arrangement with no indication of the type of flowers or their amount either. *Bows and Ribbons depicted in this arrangement are not included.Item pictured is a depiction of an arrangement that we will make as similar as possible with the same look and feel. The florist provided an 18" Full Heart containing 4-dozen(48) fresh red roses mixed with 2-dozen(24) red carnations surrounded with salal/leather leaf. The bow had a trailer on which beloved mother was printed instead of the banner requested. As a courtesy, $39.99 refund has been issued as shown:A refund of $39.99 has been applied to transaction id [redacted]The following email was sent to "[redacted]":A refund in the amount of $39.99 has been issued. It may take your bank up to 10 days to process this refund. We apologize for any inconvenience

ORDER#[redacted], my apologizes for the delivery issues mentioned. as shown, the order has been refunded and no plant will be delivered. The order has been refunded - Amount: $64.94 vs Transaction [redacted] on 4/06/15

ORDER [redacted], please accept my apologizes for the issues you experienced with your floral arrangement. Customer ordered a;
Florist Designed Basket Arrangement@$49.99, greeting card@$2.99 and $13.95 handling charges, total@$66.93.
Product description within the Avas website for all users to view,...

either before, during or after the placement of their order:Let our designers create something truly beautiful for someone special in your life. The arrangement will arrive expertly made in a basket, including the season's freshest flowers. No specific mention of type of flowers to be used/designers choice arrangement. The flowers shown online are representative of color scheme, look and feel, overall style, and value; however specific containers and or flowers will vary in some cases due to floral designer interpretation, availability or need to meet our quality standards. The customer was not charged for the delivery of $9.99 as was stated. Service and Handling Fee:
Our Standard Service and Handling Fee for florist hand delivered flowers is $13.95. As a courtesy to the customer, $7.95 refunded due to the delivery being late. A refund of $7.95 has been applied to transaction id 2[redacted] and thank you for your understanding.

Complaint:[redacted]
I am rejecting this response because: I have attached the order number below and now require the appropriate response from the business.Invoice / Order #[redacted]
Regards,
[redacted]

ORDER #[redacted]:, my apologizes for the issues you experienced with your floral arrangement.
Our florist included Yellow Roses, Yellow Lily, Blue Delphinium, Purple Statice, Purple Lisianthus, Flat Fern and Salal with three yellow balloons as requested. They were fresh and in good condition when...

delivered and not wilting or dried out either. It was filled to the cost of the arrangement.
As shown within the Avas website:
On line description for the "Maternity Bouquet" @$47.99 including Blue daises and yellow rose are brought together in a vase with no indication of how many flowers are to be used since that is based on the cost.
10. Substitution Policy:
The flowers shown online are representative of color scheme, look and feel, overall style, and value; however specific containers and or flowers will vary in some cases due to floral designer interpretation, availability or need to meet our quality standards. As offered by our customer service representative, in good faith to resolve the customer complaint and also requested by the customer, the handling charges have been refunded as shown and additional store credits have also been issued:
Account Details:
Current Reward Points @41799 which are worth $20.90 and do not have an expiration date either.
A refund of $13.95 has been applied to transaction id [redacted]
The following email was sent to "[redacted]":
A refund in the amount of $13.95 has been issued. It may take your bank up to 10 days to process this refund. We apologize for any inconvenience

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Altought I do not agree with their response, they have sent out a replacement fruit and snack basket that along with the original basket has met the order to my satisfaction. 
Regards,
[redacted]

[redacted]I am rejecting this response because:In response to the claim by Avas Flowers, I was promised, repeatedly, that the flowers ordered for Mother's Day, would be delivered on Mother's Day, or prior.  This was reiterated and confirmed by the Avas representative the following day when I verified that the order had been placed.  Furthermore, I did not receive any notification, either in writing or by phone, that the flowers could be delivered 2 days after Mother's Day (May 12th), even after guarantees by two representatives, that the Mother's Day flowers ordered for Mother's Day would be delivered by Mother's Day.Regards,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], my order number was [redacted]. There is still an order outstanding to which I have no received an order number for. I was due back a phone call to provide the number, however, Avas flowers failed to follow through. This is the only one I have at the moment. The company refused to take my call anymore therefore I was unable to obtain further information.
Regards,
[redacted]

My name is Chris with Avas Flowers customer service management and I’m very sorry there was such trouble with this order.  I see that you had spoken with our customer service team on 7/19. At that point we advised you that we had to make substitutions, specifically that the local designer did...

not have lilies, in order to complete delivery that day. This was approved.  Based on this, we can not issue a refund for this order.

Complaint:...

[redacted]
I am rejecting this response because:  The recipient never received the original order, and I have requested a refund. Since the order was for Mother's Day, it would be pointless to redeliver at this time. More importantly, the recipient is no longer at the address.
Regards,
[redacted]

Please accept my sincere condolences for your loss and apologizes for the issues mentioned.Sympathy Peace Lily Plant@$49.99 was ordered and that is what was delivered as per the florist:We did send a peace lily with sister script attached and was delivered to funeral home. The customer was...

emailed the invoice at the time the order was placed and if there were any issues, that would have been the time to call Avas, as stated on the invoice. Customer was offered a partial refund of $9.99 and $20.00 in store points, but that offer was refused. As described within the Avas website:A classic Peace Lily Plant is an appropriate gift for a variety of occasions. The dark green foliage and white blooms of this plant create an elegant combination that is sure to please your recipient.

I am rejecting this response because:I should not take to the end of November to credit my account. I wanted it credited asap

ORDER#[redacted], The florist confirms delivery on 04-08-2015 at 03:30 PM ,Order left with Intended Recipient.

[redacted], my apologizes for the issues you have mentioned. It is an unfortunate experience that your girlfriend experienced. A refund is in order for the mix up in shipping and these things do occur, on rare occasions ,no matter how many quality checks are in place. A sincere apology is...

being made to both you and your girlfriend too and hope it is accepted. We have instituted a higher level of quality checks for all future orders, from this day on, that are shipped from our warehouse facility. Thank you for your understanding, [redacted].