Burke Contractors Inc.

To whom it may concern,Upon reviewing the order that Mr. [redacted] placed on February 8th, 2016 at 3:54 pm. We see here that he placed his order via our website, the item that Mr. [redacted] purchased: Love in Bloom Bouquet, Deluxe size: $49.99 does not contain chocolates. As advertised during the...

Valentines day holiday, our Love in Bloom Bouquet, Premium size with a box of chocolates was featured for $89.99. No where on Mr. [redacted] invoice did it state that a box of chocolates were included in the arrangement, as well as MR. [redacted] did purchase a rush order for this order, but as his invoice does clearly state:" Tue, 02/14/2017 before 1PM (local time) We will do our best to try and deliver by this time however it is not guaranteed". MR. [redacted] order shows it was delivered on the 14th, but we did not receive a phone call, nor a complaint until the 16th of February. Our Cancellation Policy that Mr. [redacted] agreed to when he placed his order does state that all complaints must be was given within 24 hours of delivery:"12. Avas Flowers Satisfaction Commitment, Cancellation, Returns, And Refunds 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 do see here that Mr. [redacted] was given a refund for the express delivery:The order has been refunded - Amount: $9.99 vs Transaction [redacted]As well as a $10 store credit:40000 reward points were deposited into the customers Avas Flowers account

my mother sent me a photo of the item and was most certainly not pleased.  she  asked me to not send her flowers ever again because I was ripped off.  if she appeared happy it was at the surprise and I dont knw if she received the flowers or ky sister did when they dropped them off. if she was happy it was at the gesture not at the quality of the item.

Your invoice reads that you purchased a $59.99 arrangement, a $4.99 pink vase and the service fee is $13.95. The arrangement recieved was fresh and beautiful and filled to value.

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

believe this matter is now resolved and we have reached out to Mr. [redacted] 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 Mr. [redacted] in the future.SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

ORDER# [redacted],THE CUSTOMER ORDERED A DISH GARDEN @$59.99 and was issued a refund in the amount of $32.00, which is more than 50% of its cost. Refunded - Amount: $32.00 vs Transaction [redacted]  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. Substitution of some keepsake items may be necessary due to increased demand, especially during major holidays as availability is often quite limited. In a single type flower arrangement, such as an all tulip or all rose arrangement we will make every attempt to do the flower type, but we may have to substitute with another color flower.  The on line description of the item ordered is as follows:What could be better? This lovely dish garden assorted with fresh cut flowers makes for a brilliant piece to send to a friend, loved one, or just someone that you want to make feel special and has no indication of the amount of plants or cut flowers that are to be used either. **Item pictured is a depiction of an arrangement that we will make as similar as possible with the same look and feel**. As per the customers statement:I did agree to the mere $32.00 refund however for a very small container of ivy I feel I was grossly overcharged. The customer was offered a re delivery but that offer was refused. as per the Avas policy regarding a re delivery:Avas Flowers Satisfaction CommitmentIn the unlikely event you are unhappy with your product(s)  we will offer to pick up and re-deliver another product(s) if you notify us within 7 days of receiving the flowers that you are not satisfied.  If you do not want a re-delivery of a new product(s) and you notified us within 7 days that you are not satisfied 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 redeliver instead of a refund. Refunds or store credit given for orders that have already been delivered or have had an attempted delivery will only be for the cost of the arrangement(s), excluding service and handling fees.

[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.
Thank you,
Regards,
[redacted]

Our records indicate that the customer has already disputed this charge with their credit card company. Due to this, we can not offer any resolutions until that is settled.

Please accept my apologizes for the issues mentioned. As mentioned to the customer, with one of our customer service representatives, the actual order, to the florist, never printed in their shop.ACTUAL DELIVERY DATE: 11/10/2015 DELIVERED BY TIME: 11:41 AM RECIPIENT NAME: [redacted]

As mentioned, this was an on line order and the customer had to review the Avas policies as shown within the website. The "request" for a specific delivery date and time was not guaranted, as it was shown on the invoice emailed to the customer for review. This the policy regarding cancellations:Cancellations must be requested within 24 hours of placing an order. If your cancellation is made within the 24 hour time frame but your order is scheduled to ship within 24 hours of our receipt of your notice, we  will not be able to honor your request.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. 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 standards. The 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 6PM. We 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 shown. They were also told that the delivery date was to be moved too.The delivery confirmation was emailed to the customer:Delivery Confirmation has been sent to [redacted] Additional Comment: "DELIVERY CONFIRMATION, DATE DELIVERED: 06/25/2015, TIME DELIVERED: 12:35 PM.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.  We also often use FedEx and UPS for delivery, which we will cover in more detail below.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. Because we also collect information from you with this website, we also have a Privacy Policy that is expressly incorporated into this Agreement.  You can see our Privacy Policy here (Privacy Policy), and it may be updated at any time.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. The customer was informed of the product substitution and that the date needed to be changed too. The customer approved both of those changes.

As shown, the customer contacted [redacted] to dispute the charges and for that reason, we will no longer respond to this complaint. We will deal with the bank when contacted and thank you for your understanding.I did contact [redacted] to place a dispute on the charge

My name is Chris with Avas Flowers customer service management and I’m very sorry there was such trouble with this order. Our notes show that you spoke with our customer service on 3/3 and agreed to have delivery on 3/7.

The order has been refunded - Amount: $119.93 vs Transaction [redacted]

As per customers statement:Wells Fargo has taken over disputing this charge and my account has been credited. We are no longer able to respond to this complaint since it was resolved by the bank.

Complaint: [redacted]
I am rejecting this response because: They are not listing or can't read. The bank has already processed the payment and will not be able to take any actions against them or contact them. This is a good example of their lack of service.
Regards,
[redacted]

[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].  A refund is the very least they could do.  My bank now has the refund.  Still they insist what I ordered was to be delivered by FEDEX,  I saw that nowhere on their website and my mother did not receive the red vase and candy that was to be with it.  I would not do business with this business as their advertising is deceptive.  The refund is fine, but it ruined a Valentines Day for my mom!
Regards,
[redacted]

[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:  I was not informed that the recipient did not like the arrangement.  Avas Flowers is confused over the person who ordered the arrangement and the recipient.  I am not the recipient, yet I am being addressed as such.  I cancelled the order two hours after I made the order.  Incredibly, not only did they ignore my cancellation, they delivered the flowers five days late, charged me a fee that they charge to insure on time delivery, and when the recipient questioned who they were from, that is when I learned they had been delivered five days late without a card, when I had cancelled them five days prior.  Then Avas flowers started changing the documents to say I asked for a delivery date of 12/28/15.  My initial order receipt proves that the original request for delivery was for 12/24/15, not 12/28/15 that they are trying to reflect.  So, now they are telling me that the recipient did not like her flowers, and I find this new information to be very upsetting. Somehow this continues to worsen as we progress.  
Regards,
[redacted]

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. We have since...

reached out to Ms. [redacted] and believe this is now resolved.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 apologizes for the issues you have mentioned. This order was placed on line where the provisions and policies 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.  We also often use FedEx and UPS for delivery.Avas Flowers has the experience and history to be known as a premium floral delivery service. We’ve been growing our floral business for more than 30 years, making us experts in the flower delivery field.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. 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.   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 date. If 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 refunded.Cancellations or refunds will NOT 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 on line description of your arrangement is as follows:Our soothing Pastel Grace and Wonder Bouquet conveys affection and warmth. Fresh lilies, roses and carnations are neatly arranged around accents of baby's breath with no indication of the amount of flowers that are to be used either but it was filled to value by the florist based on the description. Artistically displayed in a clear vase with a raffia bow, it is sure to create a spectacular display of unmatched grace and beauty.

, my apologizes for the issues mentioned. With regards to your request for a full refund, please review the Avas policy shown below and within the website too for all users to view before the placement of their order:DissatisfactionSince 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.  We have contacted the florist to pick up the arrangement and once that is done, we will be able to respond to your request.