Burke Contractors Inc.

This is in response to the complaint submitted by Ms. [redacted],We understand the importance of every floral order. Avas Flowers takes great pride in our unbeatable commitment to customer satisfaction. Unfortunately, Ms. [redacted] was not satisfied with our service in this matter.  On July 23rd,...

one of our customer service agents reached out to Ms. [redacted] as part of our normal resolution process and were informed that she did not wish further contact. We do remain open to resolving this should Ms. [redacted] wish to contact us. Otherwise, we will honor her request for no contact.The satisfaction of our customers is extremely important to us, and our commitment to superior service is unwavering.  We look forward to serving Ms. [redacted] in the future.SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

My name is [redacted] with the Avas Flowers customer service management and I’m very sorry there was such trouble with this order.  I see that you spoke with customer service on 5/30 and were given a $10 percent refund at that time. If you will give us a chance to show that this is not how our...

orders are usually processed, I have also credited you with $20 in store credit that never expires and may be used anywhere in the country.

To whom it may concern,Thank you for taking the time to contact us about this order. This order has been worked on by several agents. We have offered several resolutions, and the customer is unwilling to compromise or work with us. The arrangement was fresh and filled the value in terms of the...

flowers requested. Though chocolate was not delivered, the bag of treats that was delivered is an approved substitution and was also filled to value. We cannot offer any further discounts, credits or refunds on this order than we have already offered. We have offered Mr [redacted] the following:- $38.94 refund for the price of chocolates and service fee- $20 store credit- Percentages off the order with store creditThe customer is unwilling to work with us at this point. Thank you and have a great day.

[redacted] my apologizes for the issues mentioned.  As shown within the Avas website, for all users to view, before they place their order: Holiday Floral DeliveryWe 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. Neither cancellations or refunds will be issued on orders placed during Valentines Day or Mothers Day holidays if the order was placed within 4 days of the holiday and the order was delivered within 4 days after the respective holiday.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.The florist confirmed delivery as shown:confirms delivery on 05-09-2015 at 03:15 PM ,Order left with Porch/Front Door,front door. We have expressed the customers concern with reference to the quality of the product delivered. If the customer approved a pick up and redelivery, please advise and we will let the florist know. Dissatisfaction:Since most of our products are perishable goods, we do not offer refunds after the product has been in possession for more than 7 days.   If you do not want a re-delivery of a new product(s) and you notified us within 7 days that you are unsatisfied with the product(s) and you would like to receive a refund instead; we will need to be provided the opportunity to pick up the product(s) you are dissatisfied with prior to processing a refund. If you do not provide us the opportunity to pick up the product(s) we may be able to issue you a store credit for future use or a redelivery instead of a refund.  A partial refund has been issued as a sign of good faith as shown: refunded - Amount: $13.95 vs Transaction 250234509 on 5/12/15.

My name is Chris with the Avas Flowers customer service management and I’m very sorry there was such trouble with this order. In order to issue a full refund, we would have needed to retrieve the original arrangement, but I have refunded $20 back to you as an apology for the delay.

We understand the importance of every floral order. Avas Flowers takes great pride in our unbeatable commitment to customer satisfaction. Unfortunately, Ms. [redacted] was not satisfied with our service in this matter. We have reviewed this case and we see that this was delivered on 9/21 and we...

received our first notice there was an issue on 10/17. At this point, it was too late to ask the local designer pick-up and replace the order.  Despite the delay in notification, an exception was made to offer a partial refund on 10/26 but this was refused.The following is from our Website:SATISFACTION COMMITMENT AND RETURN POLICYIn the unlikely event you are unhappy with your product(s), please notify us within 24 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 7 days of delivery for a full refund of the cost of the item, less any service fees. Hand-delivered floral product or perishable goods may be returned in its original state within 24 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 24 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 you. We 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.The satisfaction of our customers is extremely important to us, and our commitment to superior service is unwavering.  We look forward to serving Ms. Miller in the future.SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

This is in response to the complaint submitted by Ms. [redacted]We understand the importance of every floral order. Avas Flowers takes great pride in our unbeatable commitment to customer satisfaction. Unfortunately, Ms. [redacted] was not satisfied with the arrangement that was received. We have since...

reached out to Ms. [redacted] 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. [redacted] in the future.SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

This is in response to the complaint submitted by Ms. [redacted],We understand the importance of every floral order. Avas Flowers takes great pride in our unbeatable commitment to customer satisfaction. Unfortunately, Ms. [redacted] was not satisfied with the arrangement that was received.  In our...

commitment to customers satisfaction, we have made several attempts to reach Ms. [redacted] in order to resolve the issue but have not been able to reach her.  We will continue to reach out to Ms. [redacted] and will advise the Revdex.com as soon as we have an update.The satisfaction of our customers is extremely important to us, and our commitment to superior service is unwavering.  We look forward to serving Ms. [redacted] in the future.SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

I would like to cancel my complaint about Avasflowers.com. I finally received a response from them and a resolution to the problem. Again, please cancel #[redacted]Thank you,

This is in reference to complaint filed by Ms. [redacted],We understand that Ms. [redacted] has concerns about our location and methods of delivery.  In order to minimize any confusion, we have clarified this on our website in multiple locations.From our Frequently Asked Questions: 12....

Where are you located?We are located at 300 Corporate Drive, Mahwah NJ.  From our Customer Service Policies:DELIVERY POLICIESMethods of DeliveryWe deliver flowers and other products in one of the following three ways:Personal delivery in one of our vehicles from our physical location within our direct delivery zones described below;Personal delivery from one of our affiliates (a local florist) outside of our direct delivery zones or even within our direct delivery zones, depending upon our ability to deliver in one of our vehicles; orDelivery by UPS or FedEx from our physical location or through an affiliate direct shipping for us.Our direct delivery zones are: 10901, 10952, 10901, 07446, 07446, 10982, 10931, 10901, 07458, 07401, 10952, 10974, 07456, 07463, 07481, 07456, 10952, 10977, 07417, 07456, 07677, 07456, 07423, 07656, 10977, 10965, 10954, 07432, 07645, 10977, 07465, 10970, 10987, 07450, 10954, 07676, 07642, 07436, 07465, 07452, 07675, 10970, 07675, 07677, 10994, 07420, 10956, 07470, 07675, 07508, 07538, 07442, 07675, 07506We are proud affiliates of [redacted] We will often use another affiliated member of [redacted] to fulfill and deliver your order.We also partner with UPS and FedEx to deliver flowers and other products from one of our locations in New Jersey to you. Flower deliveries sent via UPS or FedEx are made in special packaging designed for shipping flowers.We hope this answers these concerns and we look forward to serving Ms. [redacted] in the future.

My apologizes for the issues mentioned.4/28/2016: In response to the customers email,we responded regarding delivery by a customer service representative:I apologize if your arrangement was not delivered yesterday as per your original request. According to our records, you were recently on the phone...

with our agents in regards to your arrangement. It appears that your arrangement is currently on route and will be arriving in a little while. A delivery confirmation will be sent to your email upon completion. We make every attempt to accommodate delivery requests, however we do not guarantee deliveries at specific times. ACTUAL DELIVERY DATE: 4/28 ACTUAL DELIVERY TIME: 4:30 PM  INVOICE:As shown on the invoice, emailed to the customer at the time of the "on line order" being placed:Request delivery on:Thursday 4/28/2016, before 4PM(local time). we will do our best to try and deliver by this time, however, it is not guaranteed. Again we do apologize that you are unsatisfied, but the supervisor is correct, unfortunately if an arrangement is made, and an attempt is made to deliver the flowers we are not able to process full refunds. Please note under our terms of service Section 12: 12. Avas Flowers Satisfaction Commitment, Cancellation, Returns, And Refunds Policy --" 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."This is the reason as to why you only received a partial refund back on your order as shown; A partial refund of $44.43 was issued on 4/29/2016. 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.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 have responded to the customers complaint as shown below:On 6/5 @5:44PM, a customer service representative spoke to the customer who approved color substitution since the florist was not able to make the arrangement with white flowers. The substitution was to be for an arrangement of pale yellow carnations and some other light yellow flowers on the side with no indication of the amount of flowers or what other flowers were to be used either. I do apologize for the other issues with the banner@$9.99. The florist used all fresh flowers in a wreath and did match the substitution policy shown within the Avas website and lso shown below:Substitution PolicyThe 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. On 6/9, the customer was offered as$25.00 refund which was issued: refunded - Amount: $25.00 vs Transaction [redacted]. The customer has mentioned in the complaint; I am also planning on contacting the Indiana general attorney. Based on that information, we will respond to that complaint when we are contacted. There are no other offers available at this time based on the secondary complaint forthcoming. Thank you for your understanding.Since the customer has refused to accept the $25.00 refund issued in good faith and the fact that they will file a complaint with the Indiana Attorney general, we have no other offers available at this time. You agree to this Agreement/Terms of Services 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.

[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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The incorrect item being ordered and received is only part of the issue, falsely advertising on the internet that Ava's is a florist when it is not...still on the website today...and charging an undisclosed surcharge is a bigger issue.This matter has also been referred to [redacted] as a disputed transaction for the above reasons, who are also addressing the problem.
Regards,
[redacted]

My name is Chris with Avas Flowers customer service management and I am very sorry there was such trouble with this. Our records indicate that this order was delivered on 8/13 and we did not receive any notice that there was an issue with this till 8/27. At this point, it was too late to question...

the designer on this. The following is from our website:SATISFACTION COMMITMENT AND RETURN POLICYIn the unlikely event you are unhappy with your product(s), please notify us within 24 hours of delivery and you may return the arrangement for a refund, request an exchange of products, or receive store credit.I see this order was on the web and our site will not allow a sale to process unless the customer has indicated that they have read and agreed to our delivery conditions. Since your banner was not included, that was refunded directly back to you.

[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.
Regards,
[redacted]

My apologizes for the issues mentioned. as shown, a refund was issued on 5/10; The order has been refunded - Amount: $76.93 vs Transaction [redacted]

My apologizes for the issues mentioned. When the customer places an order on line, using the Avas website, at the finalization of that placement:The cost of that order is placed on a temporary hold until the order is processed with the bank.. If the order is not finalized, for whatever reason with...

the bank, the money taken will be released by the customers bank. It is not being held by Avas flowers. In this case, this customer does not have an order in the system based on the email address provided and the customer needs to contact the bank to resolve their issues. We are unable to resolve the customers issues thru your Revdex.com complaint process. The customer was already told by customer service that there is no order in the system and they are unable to be of assistance. Thank you for your understanding, Robert

Complaint: [redacted]
I am rejecting this response because:  the 17.97 should never have been charged to begin with since it was for items I never ordered, therefore goes without saying it should have been credited.  The 15.00 credit is a poor refund for an arrangement that was not even close to what I ordered from website. It was also in a Price Chopper box so clearly came from a supermarket. Three roses were half dead. And in addition, the arrangement lasted three days and was tossed out as it was dead.  Vey poor. Very disappointing and embarrassing 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I made 5 telephone calls to Avas about the flower arrangements; each time I was placed on hold either the customer service representative informed me they were going to speak to their supervisor about the issue. On my last call, I spoke with someone named, "Remy" who agreed to call me back when I gave him my telephone number; Remy ask me if I can take a picture of the arrangements and, I said no because, Daleville is another city and, I live in Roanoke.  I never received any calls from Avas.  Radar Funeral Home contacted me about the flowers and, stated, "the flowers are Not what I ordered" and, ask me if I want the flowers.  I informed him, "No." The Director informed me, "he was going to set the arrangements in another room so it will not go to the church."  I agreed.  I informed the staff at Avas, I was not going to pay for the order because I order a Spray for my mothers casket, not a stand up arrangement.  I further informed them, this was not acceptable. 
Regards,
[redacted]