Avas Flowers

Complaint: [redacted]
I am rejecting this response because: The names on the plant were not fixed and were all misspelled, even though one of your reps said it would be corrected.  Also, when calling to talk to someone, I kept being put on hold and disconnected, 3 times.  This is very frustrating, as it seems no one at your company cares about customer service at all.  You just want to make the sale and disregard any problems that arise.  Sure you refunded $9.99, but I think this stinks.

My apologizes for the issues mentioned. The arrangement was delivered as requested but the card was missing. The customer was offered a refund for the card @$3.99 but refused. The customer was also offered $15 in store credit but also refused that too and insisted he wanted a full refund,...

which will not be offered. As shown, the cost of the card has been refunded;A refund of $3.99 has been applied to order no:, [redacted]The following email was sent to [redacted]:A refund in the amount of $3.99 has been issued. It may take your bank up to 10 days to process this refund. We apologize for any inconvenience 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 terms of service", all of the charges for that order are shown and MUST be reviewed before acceptance of the order.Customer must review company policies/guarantees: When is the deadline to place an order for it to arrive by a specified date or time? 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.

[redacted], as per your request and as shown below, service/handling charges have been refunded:A refund of $20.94 has been applied to transaction id [redacted]on 11/03/14The refund was issued but an email could not be sent to the customer since no email was provided.

ORDER#I do understand the comments of the customer but when an on line order is placed with the information as follows: This was an on line website order with no specific indication of time for the delivery except after 4PM. The delivery informatiom within the original order is as follows:Deliver To:Request delivery on Saturday, 02/14/2015, after 4PMAs per the florist:THIS WAS DELIVERED TO THEIR TABLE AND SIGNED AT 9 PM on 2/14/15. The customer stated in the complaint:"The floral arrangement was to have been delivered by 8:00 P.M.. as per our reservation" but was not indicated anywhere else. We will make every attempt to accommodate delivery requests, however we do not guarantee deliveries at specific dates or specific times. This apology was emailed to the customer on 2/16/15 by a customer service manager. As shown within the Avas website for all users to view either before or after the placement of their order: This order was placed on line where the provisions/policy of Avas Flowers are shown and are listed below:Legally Binding Contract:The first thing you should know is that this Agreement constitutes a legally binding contract between you and Avas Flowers.  Our official company name is Flower Tech Center, Inc., but we operate under the name Avas Flowers.  Hereinafter, whenever we use the terms “Avas Flowers,” “We,” “Us,” or “Our,” please note that we are referring to Flower Tech Center, Inc. d/b/a Avas Flowers.  We are located in Mahwah, New Jersey, but we operate nationwide by working with local florists.Holiday Floral Delivery:We cannot guarantee delivery on a specific date for busy floral holidays like Mother's Day, Thanksgiving, Christmas, and Valentine's Day.  To ensure the highest likelihood of delivery on one of these busy floral holidays, please place your order at least four days in advance.  Orders placed within 4 days of Valentines Day and Mother's Day DO NOT HAVE GUARANTEED DELIVERY DATES.   The refund issued is not in place of so-called "poor service", which is far from what occurred. The original order was placed on line without indicating any specific time for the delivery. We are not at liberty to give the name of our affiliated florist due to   confidentially matters. There was no reason to indicate the time of delivery, to the customer, since after 4Pm was indicated on the order and it was delivered within that time frame.

ORDER  : My apologizes for the issues the customer experienced. There are times, beyond our control, that our affiliated florists do not have the flowers necessary to fulfill an order. We will try to have another florist make the order but the delivery time prevented form it being done. Our...

customer servicerepresentative spoke to the customer and offered options, which were refused. the order was cancelled and a refund was issued, as shown below:The order has been refunded - Amount: $58.94 vs Transaction [redacted]1 on 10/17/14. MN

Complaint: [redacted]
I am rejecting this response because: They show and call it a standing basket. This is deceptive and false advertising if they don't provide the items. They delivered a vase. They need to show a vase and refer to it as flowers in a vase. I would not have bought it if they showed it that way. I wanted the stand with the basket. An arrangement with a vase would have been substantially lower in price. I should have looked at their rating of "F" on the Revdex.com website. Also the reviews and the 1 star ratings on a couple of sites would have warned me, but I didn't receive the funeral home address until the day before and was in a hurry. I have contacted the FTC and TINA as well as added a couple of my reviews on a couple of sites. Hopefully, those actions will have an effect. It doesn't seem that the Revdex.com has an effect on this business. 
Regards,
[redacted]

ORDER# [redacted], my apologizes for the issues with refernece to your delivery. As shown below: On 11/05,the customer wants it for today's delivery. Our customer service representative called the shop and they could have it delivered today. Advised customer. ACTUAL DELIVERY DATE: 11/5 ACTUAL...

DELIVERY TIME: 6:24 PM DRIVER NAME: LOREN INVOICE NUMBER: 62528/1 PRODUCT DESCRIPTION: pink pink flowers in pink vase Mylar Balloon - Its A Girl Pink Bow/Ribbon

My apologizes for the issues mentioned.As shown within the  Avas website;Avas Holiday Delivery policy:Holiday Floral Delivery:We cannot guarantee delivery on a specific date for busy floral holidays like Mother's Day, Thanksgiving, Christmas, and Valentine's Day. To maximize the likelihood of...

delivery on one of these busy floral holidays, please place your order at least four days in advance. Orders placed within 4 days of Valentines Day and Mother's Day DO NOT HAVE GUARANTEED DELIVERY DATES. Neither cancellations nor refunds will be issued on orders placed during the Valentines Day or Mothers Day holidays if the order was placed within 4 days of the holiday, and subsequently delivered within 4 days after the respective holiday. Customer must review company policies/guarantees: When is the deadline to place an order for it to arrive by a specified date or time? 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. 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.   My apologizes for the issues mentioned.  The florist attempted delivery on 5/7, recipient refused arrangement. Attempted on 5/9 but no one home. 5/10, recipient refused arrangement. 5/11, recipient refused delivery of fresh flowers again. The Avas policy regarding refusal is as follows:When the arrangement is refused by the recipient, the order will not be refunded.

[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 upon receiving credit I find that this resolution is satisfactory to me.
I wish initially the credit would have been made, but happy for the end result.
Regards,
[redacted]

ORDER#[redacted]:my apologizes for the issues mentioned. as shown below and as per your request, the purchase has been refunded:The order has been refunded - Amount: $91.93 vs Transaction [redacted] on 3/26/15.

Complaint: [redacted]
I am rejecting this response because:
They keep saying the same things over and over, and disregarding what I've said. They didn't live up to the items description on the site. They keep choosing bits and pieces of the description to go by. In the description it also said it included a [redacted], etc. In which I didn't receive either one. So regardless of the florist arranging things based on being an artist is bogus. This company showed no good faith as responded. This was the worst company to deal with customer service wise, and all the way around. They didn't come close to the description of what was on their site. I paid $75 dollars for flowers to be shipped for my grandmas funeral, that I wouldn't give to my dog.
Regards,
[redacted]

ORDER # [redacted]: please accept my sincere condolences for your loss. I do apologize for the issues you experienced with your plant too. As shown within the Avas website for all users to view either before, during or after the placement of their order:
  Pretty Potted Pink Azalea is...

famously known as the "royalty of the garden" and is sure to brighten up any room in the house. Send this pretty pink azalea to someone special today@$59.99. This description is shown within the Avas website and there is no indication as to it's size but the photo show's it in full bloom. It is hand delivered by a local florist. These are not purchased from the local Wal-Mart by the local florist but purchased from a local south New Jersey farm as needed. As per our florist, the Azalea was approximately 12"-15" in height and approximately 6"-8" wide in a clay pot. The plant was not in full bloom and will reach that point in about two-three weeks and will look like the photo on line. The flowers/plants shown online are representative of color scheme, look and feel, overall style, and value. As a courtesy to you, I am issuing a refund in the amount of $9.94 as shown:
A refund of $9.94 has been applied to transaction id [redacted]
The following email was sent to "l[redacted]":
A refund in the amount of $9.94 has been issued. It may take your bank up to 10 days to process this refund. We apologize for any inconvenience

From: [redacted] [mailto:[redacted]] Sent: Friday, May 08, 2015 11:13 PMTo: [redacted]Cc: [redacted]Subject: complaint #[redacted] I strongly disagree with this. As I stated many times already the arrangement didn't look like anything that was shown in the photo that was on the Avas website.  If my photo was viewed properly, it shows that the first photo shows one lily and two yellow roses yellow roses and some purple flowers after I complained they sent another arrangement that had two lilies and 4 yellow roses and some more purple flowers, there was not blue flowers on either arrangement no ribbon that I was never told or given an option to order. Most of the arrangement had fern leaves as filler and the arrangement didn't even look close to the photo.  I don't understand how hard it is to see the photo and read what flowers are used to make this arrangement.  I don't know why I am charged for a card that I said no I don't want but never given an option on a ribbon.  I am not one to complain but when I spend a lot of money on an arrangement that I chose by a photo then that is what should be delivered, by not delivering that arrangement according to the photo to me this is false advertising and a crime.  I have tried speaking directly to this company and also sent a complaint to this company.  The photo of both floral arrangements and the photo shown on the website are two completely different arrangements, I did not pay for the arrangements that were received, I paid for the one shown in the photo on the website and I should have been reimbursed the full amount I paid for this company's mistake.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
First of all, I only ordered ONE (1) basket which was supposed to contain both girl AND boy items. I don't know why they sent two!  The family in [redacted] WAS AT HOME waiting for the delivery at 4 pm that day and NO ONE came to the door, rang the bell, or made their presence known.  They have no porch, only a mud room, which I told them they could leave it in there.  So the florists facts are incorrect.  And no one ever called me to tell me that the delivery was "so-called" attempted on 3/25/15, as I was the one who called them after finding out it never came.  Secondly, the next day attempt was NOT at 1 pm as stated, as I was on the phone with the manager "[redacted]" at that time asking where the delivery is. I asked if they could find out where the driver was, and they said they didn't know.  They had no information to give me other than "it is on the truck".   When I asked for his full name, he told me he did not have to give it to me. He was rude and not accommodating.  He also hung up on me.  In actuality, The 2 baskets came at 2:45 pm according to Angela who accepted them.  And as far as the other floral arrangement sent to "[redacted]", it turned out to be another florist who mis-delivered it, so disregard that statement)  I also have a picture on my phone of the contents of the basket, and it shows the broken toy (sent to me approx. 15 min. after delivery).  I was very stressed out all day hoping this delivery would get there at all.

I am rejecting this response because:  Chris never addressed the fact that their own rep begged me to not cancel and in return, promised me two specific things - delivery first thing in the morning since he knew it was important to me it go out that same same day as they advertised on their website at 1:00 in the afternoon; and secondly they would UPGRADE one level making it PREMIUM.  The fact that the arrangement failed to contain the extra flowers as well as failed to meet the iconic compact round shape wasn't my biggest complaint, it was an additional note but not to take away from the first two issues  those being time of next day delivery and size was promised to be upgraded  When I asked them about these two issues, they wouldn't acknowledge the second delay and only stated they didn't see anywhere in their notes it was to be upgraded.  I told the rep to look on the notes, to ask the agent of record who had solidified my order and that to me, that was the deciding factor to NOT CANCEL THE ORDER ALTOGETHER. So I fail to see that they honored our agreement at all.  What about THEIR PROMISE ON THE TIME, which they promised would be FIRST THING by 10:00 a.m., which ended up to be 1 p.m., without an explanation to me or an apology to the recipient.  ALSO,  they admitted the size delivered to the recipient got a DELUXE size and disregarded and wouldn't even discuss the possibility of their rep promising it to save the sale?  I am the CUSTOMER, and I, THE CUSTOMER AM NOT SATISFIED with any part of this transaction.  Promises by one rep, denial by another; product discrepancy in shape and size, and I was actually accused that I "should have known better than to think it could be delivered same day even though my order concluded about 1:15.   The best they could do was offer me less than $6.00 as a refund on a $63.00 sale plus give me 20% off my next purchase! What a total insult to any customer.

ORDER#2[redacted], my apologizes for the issues mentioned. As shown,  The order has been refunded - Amount: $110.91 vs Transaction [redacted] on 4/8/15

ORDER #[redacted]: In response to the customer comments:
In a message to the customer, We have found a shop who can do the delivery but the shop is a bit further in range, so they need an additional $10.00 which we have covered half and they would like the balance of the $5.00 to send it out. Some rural locations may require an additional charge. You would be contacted by us prior to delivery in the event additional charges need to be applied to a rural delivery.
Service and Handling Fee:
Our Standard Service and Handling Fee for florist hand delivered flowers is $13.95 and is a fee, that ensures the proper care and freshness of your arrangement. This allow us to offer some of the freshest arrangements in the industry at such competitive prices.
Additional store credits have been issued for any future purchase as shown:
Account Details: Current Reward Points @35199 [which are worth $17.60 and do not have an expiration date. Farm fresh products are sold at wholesale prices, such as Roses, Tulips, when in season, Gerber daises, Peruvian lilies, Orchid bouquet, Orchid plant and Zen Orchid plant. These items are shipped from our warehouse, all over the USA by either FEDEX/UPS next day air to recipient. Thank you for your understanding.

ORDER#[redacted], 11/18/2014 1:13PM  REFUNDED ORDERThe order has been refunded - Amount: $57.92 vs Transaction [redacted]

Revdex.com COMPLAINT RESOLUTION: ORDER#[redacted]:
we offered to pick up the original arrangement to correct it, as a gesture of good faith but you refused that offer. At that point, our florist, if they would have noticed that the flowers were not in acceptable condition, would have replaced the entire arrangement but you never allowed them to do that. You contacted the florist to try to resolve your issues with them but they are responsible to contact Avas Flowers. As mentioned, our policy is shown below for resolutions to customer complaints:
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
11. Avas Flowers Satisfaction Commitment
In the unlikely event you are unhappy with your flowers we will offer to pick up and redeliver another arrangement if you notify us within 7 days of receiving the flowers, or we will refund the service and handling fees.
12. Cancellation, Returns, And Refunds Policy
Since most of our products are perishable goods, we do not accept returns or cancellations and we typically do not issue refunds as there is a 50% restocking fee. We do not issue refunds for delivered products or for any orders that have had an attempted delivery where the recipient was unavailable. However, our caring and experienced staff will ensure your satisfaction to the best of our ability.
 To resolve the customers complaint, a refund for the cost of the arrangement was issued as shown:
A refund of $99.99 has been applied to transaction id [redacted]
The following email was sent to "[redacted]@gmail.com":
A refund in the amount of $99.99 has been issued. It may take your bank up to 10 days to process this refund. We apologize for any inconvenience

My name is Chris with Avas Flowers customer service management and I’m very sorry there was such trouble with this order.  We usually require notice within 24 hours of delivery in order to make a redelivery or a full refund. Since you are unsatisfied with the order, I can refund $10 directly...

back to your card as well as issue $20 for any future order.  Please let me know if this is acceptable and I will process that at once.