Burke Contractors Inc.

As shown below, our response was as follows:The delivery time indicated was when the driver returned to the shop and not the time of deliveryThe florist delivered it between 9:and 9:30AM, prior to the service as requestedI do apologize for that incorrect time.The on line description of the arrangement was as follows:Extend your sincerest sympathy to someone with gentle hues in this Pastel Sympathy Vase arrangement @$Fresh roses, gerbera daisies and lilies are among some of the beautiful flowers that make this bouquet so specialThe pastel colors offer a sense of calm and comfort during a difficult timeTher is no indication of the amount of flowers that are to be used either.The florist used this recipie to fill the arrangement to value:A tall tall vase of pastel color flowers including; stems of white lilies, pink/orange roses, snaps,stock flowers and pink gerber daisiesIt included;green button poms, lavender monte casino, waxflower and a bow.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-vase#sthash.f6Kr5xBs.dpufA partial refund of $was offered, accepted and issued:refunded - Amount: $vs Transaction *** on 9/30/reward points were deposited into the customers Avas Flowers account as offered and acceptedShown below is the notification policy:Avas Flowers Satisfaction Commitment, Cancellation, Returns, And Refunds 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.I do understand the customers was dealing with the death and did not call to express their displeasure with the arrangement within the hour required time frame.As per the Avas policy, we were not notified as required within the time frame of hours in order to resolve the customers issuesWe will offer and issue, as a sign of good faith an additional $to the customer as shown below: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 inconvenienceThe customer has now received a partial refund in total of $Ther will be no additional offers to resolve the complaintThank you for your understanding

This is in response to the complaint submitted by *** ***We understand the importance of every floral orderAvas Flowers takes great pride in our unbeatable commitment to customer satisfactionUnfortunately, *** *** was not satisfied with our service in this matterWe have reviewed
this order and we see that we did have difficulty at first securing a local designer for this order for same day delivery but we were later able to do soWe did call *** *** at first to offer an upgraded order for the next day*** *** refused this so we continued with this order till we did secure a designer who could deliver on the same day as requested*** *** then called us and requested that the order be canceledAs it states on our website, we can not cancel orders for the same day or next day deliveryDespite this, we did make an offer to have this canceled though we would need to keep our service fee to pay the local designer we had already contracted for thisThis was refused and delivery was made that day as requested.When *** *** called us the next day, we offered a 15% refund*** *** refused this and was informed that we could not offer a full refund for an order that had been delivered.SincerelyChristopher U***Customer Satisfaction SpecialistAvas Flowers

To whom it may concern,The flowers used in the arrangement are the exact flowers requested for the arrangementThe designer even added additional flowers to make the arrangement appear fuller as some of the roses are still tightThe lavender for pink substitutions are approved as they fall within our substitutionThe customer already received a $refund due to the color not being to her specificationsThe picture we supplied you is actually from the designer as he is one of our preferred shops and always takes pictures of his arrangements in the event of claims like this, especially as this is a large arrangement at a high price point and it was delivered to a funeral where it may not be accessible for pictures after the serviceThe customer did not feel comfortable taking a picture and providing it to us so we only have the pictures we received from the designer to go offThose photos are approved, and the customer is not eligible for any further refundsThank you and have a great day

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

My apologizes for the issues mentionedas shown, a refund was issued; The order has been refunded - Amount: $vs Transaction ***

[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 me
Regards,
*** ***

My apologizes for the issues mentionedThe order was cancelled and refund was issued

The customer ordered a Pastel Sympathy Vase@$The on-line description was as follows: Extend your sincerest sympathy to someone with gentle hues in this Pastel Sympathy Vase arrangementFresh roses, gerber daisies and lilies are among some of the beautiful flowers that make this bouquet so specialThe pastel colors offer a sense of calm and comfort during a difficult timeItem pictured is a depiction of an arrangement that we will make as similar as possible with the same look and feelThe florist filled the arrangement to its value using the on line photo for referenceTe=he customer service representative requested for a photo of the arrangement be emailed but was never provided and a partial refund was issued as shown: Amount: $vs Transaction *** on 1/22/The customer claims that she ordered a large lavender vase of flowers but the description mentions, Pastel Sympathy colors using roses, gerber daisies, and lilies with no indication of the amount of flowers that are to be used but it would be filled to value, which it wasThe Avas website contains: 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

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. 09/07/9:09PM REFUNDED ORDERThe order has been refunded - Amount: $vs Transaction ***

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 are now 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. 09/24/3:26PM by *** *** ***)REFUNDED ORDERThe order has been refunded - Amount: $vs Transaction ***

Complaint: ***
I am rejecting this response because: Because I followed your instructions and sent the picture of the flowers to your email TWICEI was told by a FLORAL DESIGNER ( I HOPED IT WAS) NOT, that the flowers would be sent exactly the was I requested THEY WERE NOT AT ALL WHAT I REQUESTED SO HOW could I do any of what your guidelines said to do when I never saw them until I arrived in the viewing room at the funeral homeI would like a FULL REFUNDI had no recourse as there was NO way to send the flowers back because there was no florists name on the card which tells me they didnt even want to be knownCheck your records and you will see that I contacted your facility approx or times regarding this problem
Regards,
*** ***

My name is Chris with Avas Flowers customer service management and I am sorry we were not able to deliver this in a timely fashionI see that delivery confirmation was sent by the local designer on 10/Please let me know if this is still in question I see that we were provided an
incorrect address when this was first placed on our website and the item that was selected is one that is delivered by UPS instead of by a local designer We were provided a new address but UPS was not able to deliver - their web site stated that the address was missing an apartment number We normally charge an $fee for an incorrect address, but I see we did not do so in this case At our expense, we had a similar order hand delivered

As requested, the refund was issued as shown:The order has been refunded - Amount: $vs Transaction ***on 3/11/The customer needs to check with the bank using the transaction # shown

Complaint: ***
I am rejecting this response because: it offers no resolution.
Regards,
*** ***

My apologizes for the issues mentioned.The on line description of the arrangement ordered was as follows:stems Roses and Carnations@ $99.99. The Blooming Romance Bouquet is a spectacular display of love and affectionRed 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 Roses or carnationsIt does specify "stems Roses and Carnations for $99.99". Make this occasion that much more special with the perfect flower arrangement that expresses your heart's sentimentsA medium Stuffed Animal was to be included too @$24.99, not specifying a teddy bear.*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. As shown within the Avas website for all users to view:You agree to this Agreement by doing any one of the following:Using, accessing, or viewing this website; Registering for and using an online account through this website; Submitting content, such as product reviews, to us for publication; Ordering or purchasing flowers, balloons, chocolates, baskets, food, and other products or the delivery of the same from us.Please read this Agreement carefullyIf you do not agree to this Agreement, you may not access or otherwise use this website or purchase products or services from us. 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.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 terms of service", all of the charges for that order are shown and MUST be reviewed before acceptance of the order

Please accept my sincere condolences for your loss and also my apologizes for the issues mentionedAs shown, the two orders placed have been refunded:The order has been refunded - Amount: $vs Transaction *** on 3/14/2016The order has been refunded - Amount: $vs
Transaction *** on 3/14/

This is in response to the complaint submitted by Mr***,We understand the importance of every floral orderAvas Flowers takes great pride in our unbeatable commitment to customer satisfactionUnfortunately, Mr*** was not satisfied with our service in this matterWe have since reached out to
Mr*** and were able to resolve this to his satisfaction The satisfaction of our customers is extremely important to us, and our commitment to superior service is unwavering We look forward to serving Mr*** in the future.SincerelyChristopher U***Customer Satisfaction SpecialistAvas Flowers

My name is Chris with 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. 02/28/11:57PM CHARGE CREDITCARD $03/05/12:44PM REFUND CREDITCARD $-77.9303/03/6:39PM REFUND CREDITCARD $-9.99Balance: $-

The order has been refunded - Amount: $vs Transaction ***

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 matterWe have
since reached out to Ms*** and were 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