Burke Contractors Inc.

Complaint: ***
I am rejecting this response because: The event passed, you did not deliver the itemI wanted to cancel and a refundYou delivered anyways, even though I tried to cancel and thus sticking me with the billI called your customer service, she was very rude and basically said "sorry"Told me I'd get a refund, but probably just said that to shut me up and get me off the phoneHorrible, horrible experience all the way down the line. Bottom line is, after you failed to deliver on time...I did not want/need the productBut for some reason you absolutely refuse to own up to this and absolutely refuse to give me my money backAs I go through these customer complaints I find solace in the fact that you guys do this to soooooo many othersAmazing that an outfit like this can be allowed to continue
Regards,
*** ***

ORDER# 2***, my apologizes for the issues mentionedYour website order is "farm fresh" product which is Delivered via UPS/FEDEX in an award winning gift boxOther Items on the site are available for same day hand delivery by your local floristPlease call us if you need help, we are here to
assist youThis is shown within the product informationOn 4/23/15, we were notified by UPS:Your package was damaged in transitWe will notify the sender with detailsDamaged merchandise discarded, balance being returnedUPS will notify the sender with the detailsThis item was not delivered to the recipientOur customer service representative offered a redelivery based on the Avas policy as shown: Need To Reschedule Some Deliveries:Occasionally when weather, inaccessibility to the locale, need for special ordering, or for whatever reason Products cannot be delivered on the date requested we may attempt to notify the sender as well as the recipient. We may also need to reschedule delivery from hand delivered by the local florist to being shipped by UPS or FEDEX and we reserve the right to do so. Unless we are specifically notified by the sender otherwise we will reschedule the delivery on the next available delivery dateIf this becomes necessary we provide a free luxury upgrade. Delays in UPS/FEDEX delivered items due to weather issues or issues outside of our control will be scheduled for delivery at the soonest possible availability, and will not be refundedThe option for a re delivery is still available and the customer needs to advise if this option is acceptablethank you for your understanding, Robert

Please accept my sincere condolences for your loss The on line description of the arrangement is as follows:Our Pastel Sympathy Standing Basket @$is beautifully arranged with soft colored flowers in a fan-shaped motif with no indication of the amount of or type of flowers that are
to be used eitherThis one-sided arrangement is a light and lovely way to pay your final respects and offer comfort during a difficult time.*Bows and Ribbons depicted in this arrangement are not included.*Standing basket arrangement of fresh, assorted flowers including carnations, mums,lilies, 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 pillarThe stand is not included and in most cases, will be supplied by the funeral homeStands 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.- See more at: http://www.avasflowers.net/product/pastel-sympathy-standing-basket#sthash.avpzvQ...⇄ florist used the following recipe to fill the arrangement to value:Funeral basketFan shape, one sidedPastel color flowersMums, lilies, roses, glads, button poms, daisies, astersBowI apologize for any inconvenienceAs a matter of satisfying you, in regards to your recent order, I can issue a partial refund of $13.95, back to your credit card that was used at the time of your purchase for the bow and banner:A refund of $has been applied to transaction id ***The following email was sent to "***":A refund in the amount of $has been issuedIt may take your bank up to days to process this refundWe apologize for any inconvenience

To whom it may concern,We have reviewed the complaint in full detail, and a full refund in the amount of $will be issued back to the card that was used at the time of purchase

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 orderAt that time, the customer has the choice of viewing those terms and policiesWhether they read read them or not, they are bound by those
termsThe customer MUST approve the acceptance of those terms of service before finalizing the on line order or the order will not be placedPrior 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. 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 online 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 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 standardsThe customer placed the on line with a "requested" date of delivery, which was not guaranteed:This was shown on the customers invoice, which was emailed to them, when the order was processed for their review:Request delivery on:Wednesday, 06/24/2015, before 6PMWe will do our best to try and deliver by this time, however, it is not guaranteed. The customer was notified that the florist did not have the stargazer lilies and would substitute with white lilies as per our substitution policy shownThey were also told that the delivery date was to be moved tooThe delivery confirmation was emailed to the customer:Delivery Confirmation has been sent to *** Additional Comment: "DELIVERY CONFIRMATION, DATE DELIVERED: 06/25/2015, TIME DELIVERED: 12:PM

My name is Chris with the Avas Flowers customer service management and I’m very sorry that this was delivered so lateAs an apology, I have refunded $directly back to your cardI can not issue a full refund since this was received and kept

To whom it may concern,Thank you for taking the time to contact us about *** *** orderAs the order was not delivered, we have issued a full refund back to his credit card in the amount of $Thank you and have a great day

My name is Chris with the Avas Flowers customer service management and I’m very sorry there was such trouble with this orderLet me start by apologizing for this and confirming that you were refunded in fullI've attached the details belowWe release our funds immediately, but it may take a few
days for your bank/card to make those funds available to you again. 10/12/4:24PM REFUNDED ORDERThe order has been refunded - Amount: $vs Transaction ***

We understand the importance of every floral orderAvas Flowers takes great pride in our unbeatable commitment to customer satisfactionUnfortunately, Ms*** was not satisfied with our service in this matter We believe this matter is now resolved and we have reached out to Ms
*** to make sure there were no further concerns but have not received a response to this. The satisfaction of our customers is extremely important to us, and our commitment to superior service is unwavering We look forward to serving Ms*** in the future.SincerelyChristopher U***Customer Satisfaction SpecialistAvas Flowers

[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 ***, and find that this resolution is satisfactory to meHowever, I do not like the way their order takers handled my initial order and believe they need additional training in servicing customers. Plus the customer service representatives with whom I spoke could not resolve my problem or understand the problem and may need additional training also
Regards,
*** ***

This is in response to the complaint submitted by Ms***We understand the importance of every floral orderAvas Flowers takes great pride in our unbeatable commitment to customer satisfactionUnfortunately, Ms*** was not satisfied with the arrangement that was receivedWe have
investigated this matter with the designer and they have advised us that they did need to change the color of this plant from yellow to white, but that was the only substitution made with this orderAs an apology for this, we had issued a $refund back to Ms*** as well as issued a $credit for any future orderNevertheless, we would certainly have been willing to resolve this further had we been aware of this soonerOur records indicate that delivery was made on 3/but we did not receive notice of any issue till 3/when Ms*** responded to our standard request for feedbackAt that date, it was too late for us to question the designer in this matter.The following is from our Website's Customer Service PoliciesSATISFACTION COMMITMENT AND RETURN POLICYIn the unlikely event you are unhappy with your product(s), please notify us within hours of delivery and you may return the arrangement for a refund, request an exchange of products, or receive store credit.To receive a refund, non-perishable products may be returned unused and in its original state within days of delivery for a full refund of the cost of the item, less any service feesHand-delivered floral product or perishable goods may be returned in its original state within hours of delivery and may be subject to a 50% restocking fee of the cost of the product To receive an exchange of goods, notify us within hours of the issue with the delivered arrangement and we will pick up and re-deliver another product(s) of equal or greater value at no additional cost to youWe will need to be provided the opportunity to pick up the product(s) you are dissatisfied with prior to processing a redelivery. If you have a complaint about a delivered product but do not want or cannot provide an opportunity for us to pick up the original delivered arrangement, we will provide you with a courtesy store credit for future use.Refunds or credits given for orders that have already been delivered or have had an attempted delivery will only be for the partial or full cost of the arrangement(s), less any service, handling, or restocking fees. In good faith we did still authorize the store credit of $and refund of $as a resolutionThe satisfaction of our customers is extremely important to us, and our commitment to superior service is unwaveringWe look forward to serving Ms*** in the future.SincerelyChristopher U***Customer Satisfaction SpecialistAvas Flowers

My complaint is regarding Ava's Flowers and they responded saying that the customer name is different from my name, so the complaint must be filed in that nameWhen I ordered the flowers, I used our church credit card which is in our treasurer's name, *** ***

After reviewing your beautiful photo, and reviewing the recipe of this particular arrangement all flowers are represented accordinglyTherefore, your order has been approved and meets the Product Description as well as our Substitution PoliciesI have attached a copy of Our Substitution Policy for your viewingProduct Recipe: small red vase w/ light pink rose, red roses, stems pink alstroe, w/ greens **Item pictured is a depiction of an arrangement that we will make as similar as possible with the same look and feel** SUBSTITUTIONS The flowers and Products shown online are representative of color scheme, look and feel, overall style, and value rather than a literal interpretation of the deliverySpecific containers and/or flowers will vary in some cases due to designer interpretation, availability, or need to meet our quality standardsWhile substitutions may be necessary, a great effort will be made to keep the same look and feel of the arrangement, using flowers and products of greater or equal valueMinor substitutions may be made without prior consent or approval from the CustomerSome examples of minor substitutions include: In a single-type flower arrangement, such as an all tulip or all rose arrangement, we will make every attempt to include only the same flower color(s), but we may have to substitute with another color of the same flowerIn mixed arrangements, we will do our best to adhere to the color scheme and may substitute individual flowers with a similar one of equal or greater valueIn dish-gardens, blooming plants may be substituted with another type of a blooming plant, while green plants may be substituted with another type of a green plantIn the case of fruit or gourmet gift baskets, please keep in mind that many fruits and other products are seasonal in nature and we will only utilize the freshest available produce and gourmet itemsAs a result, the components to create your fruit or gourmet basket may vary based on market availabilitySubstitution of some keepsake items will be made only with another novelty keepsake item of the same nature, theme, or occasion

My name is *** with Avas Flowers customer service managementI see you are due a refund in the amount of $Since this order was placed over days ago, we need to retake your card number so we can issue thisPlease call us at (*** *** so we may process this for you

This is in response to the complaint submitted by *** ***We have reviewed this matter and we cannot find a charge that matches this name or the email address providedIf *** *** can provide us with a statement showing this charge, we can have our accounting team investigate this
further. The statement may be emailed to *** Thank youSincerelyChristopher UmbsCustomer Satisfaction SpecialistAvas Flowers

My apologizes for the issues mentionedThe on line description of the arrangement ordered was as follows: Blooming Garden Basket @$57.99;Our Blooming Garden Basket is a lovely assortment of our freshest blooming plants arranged in a handwoven basket with no indication of the type or the
amount of plants that are to be usedPerfect for brightening up any home or office environment.Item pictured is a depiction of an arrangement that we will make as similar as possible with the same look and feel.- See more at: http://www.avasflowers.net/product/blooming-garden-basket#sthash.iuKJlK9G.dpuf.T...⇄ florist used a basket of kalanchoes, violets and ivy which was to filled to value.Substitution PolicyThe flowers and Products shown online are representative of color scheme, look and feel, overall style, and value rather than a literal interpretation of the deliverySpecific containers and/or flowers will vary in some cases due to designer interpretation, availability, or need to meet our quality standardsWhile substitutions may be necessary, a great effort will be made to keep the same look and feel of the arrangement, using flowers and products of greater or equal valueThis partial refund was offered and issued:A refund of $has been applied to order no:, ***The following email was sent to "***":A refund in the amount of $has been issuedIt may take your bank up to days to process this refundWe apologize for any inconvenience

This is in response to the complaint submitted by Ms***,We understand the importance of every floral orderAvas Flowers takes great pride in our unbeatable commitment to customer satisfactionUnfortunately, Ms*** was not satisfied with the arrangement that was received and we have since
had this order refunded in accordance with her wishes.The satisfaction of our customers is extremely important to us, and our commitment to superior service is unwavering We look forward to serving Ms*** in the future.SincerelyChristopher U***Customer Satisfaction SpecialistAvas Flowers

This is in response to the complaint submitted by Ms***,We understand the importance of every floral orderAvas Flowers takes great pride in our unbeatable commitment to customer satisfactionUnfortunately, Ms*** was not satisfied with our service in this matter We
believe this matter is now resolved and we have reached out to Ms*** to make sure there were no further concerns but have not received a response to this. The satisfaction of our customers is extremely important to us, and our commitment to superior service is unwavering We look forward to serving Ms*** in the future.SincerelyChristopher U***Customer Satisfaction SpecialistAvas Flowers

This is response to the complaint submitted by Ms***,We understand the importance of every floral orderAvas Flowers takes great pride in our unbeatable commitment to customer satisfactionUnfortunately, Ms*** was not satisfied with the arrangement that was receivedI do see that Ms
*** called us on 3/and our customer service team was able to resolve this to her satisfaction.The satisfaction of our customers is extremely important to us, and our commitment to superior service is unwavering. We look forward to serving Ms*** in the future.SincerelyChristopher U***Customer Satisfaction SpecialistAvas Flowers

A refund of $has been applied to transaction id ***The following email was sent to "s***":A refund in the amount of $has been issuedIt may take your bank up to days to process this refund.We apologize for any inconvenience