Burke Contractors Inc.

Complaint: [redacted]
I am rejecting this response because: the flowers were never delivered.
Regards,
[redacted]

---------------------------------------------------------------This is 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

Complaint: [redacted]
I am rejecting this response because: They did not deliver the flowers at 6:00 pm as stated I was at the care facility on the phone talking to them until after 7:00 because I received the text stating they were delivered but they were not and they even admitted to me they was still on the truck when the driver got back to work.
Regards,
[redacted]

To whom it may concern,After review of the order for Mr. [redacted], we deem his complaint invalid. Mr. [redacted] did not order $100.00 worth of flowers. He ordered an arrangement worth $75.00. Also, upon further review, we do see that the phone number for the recipient was in fact changed.

Complaint: [redacted]
I...

am rejecting this response because:As Per [redacted] they are NOT responsible for any stands. [redacted] stated to me that the way the flowers are received is the way it is displayed. In addition to that I want full payment not only for the flowers but for the sympathy cards and taxes paid. The flowers were an embarrassment, the flowers looked as though they were a week old upon arrival. The order I placed with Avas according to my invoice states "Lavender Sympathy Standing Basket"no where on my statement does it say nor was I informed by their representative that the stand responsibility will be that of the funeral home. [redacted] #(**##-###-#### 
Regards,
[redacted]

My apologizes for the issues mentioned. As shown, the customer was refunded for their purchase as a sign of good faith.As shown within the Avas website for all users to view:Welcome to the Avas Flowers website. We are glad you're here. Our website is one of the main ways that we interact with our...

customers, and as such, there are legal ramifications to your use of the website and our services. These Terms of Service (hereinafter, the Agreement) state the terms and conditions that govern your use of this website and our other services.1. Legally Binding ContractThe 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 [redacted] New Jersey, but we operate nationwide by working with local florists. We also often use [redacted] and [redacted] for delivery, which we will cover in more detail below.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.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.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.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.11/30/2015 4:16PM by [redacted] ([redacted])REFUNDED ORDERThe order has been refunded - Amount: $30.99 vs Transaction [redacted]

To whom it may concern, We have already been in contact with the customer on the 11th at 5:12 pm where one of our managers was able to resolve this matter with a 50% refund and a $20 dollar credit. The customer then submitted another complaint with a another emailing stating that she wanted to...

be partially refunded but now this has changed to wanting a full refund in the order. In regards to pleasing our customer have have added a refund of the remaining amount owe to her credit card. The order has been refunded -Amount $23.11 vs transaction [redacted].

To whom it may concern,Thank you for taking the time to reach out to us regarding [redacted] order. I have also emailed [redacted] directly to the email he provided when he placed his order to keep him in the loop about his pending refunds.The order for [redacted] came to the amount of...

$122.94. This includes one arrangement at $59.99, a large stuffed animal at $34.99, two mylar balloons at $6.99 each, and the service fee of $13.95. It appears the website duplicated everything and charged you $231.87. The service fee was only charged once, and it split the service fee between the two orders. The customer is not eligible for half of that back as the fee covers the complete order.In total, [redacted] is due a refund in the amount of $108.93 back to his credit card. The duplicate bouquet was already refunded, but the additional add-ons were not, resulting in a remaining balance of $48.94 that we owe [redacted]. I have applied this back to [redacted] credit card.I apologize for any frustration we have caused. Thank you and have a great day.

TO Whom it may concern,According to our records there was an attempted delivery notated on this order on the 20th of December, we do show a delivery confirmation made on the 21st of December due to the fact that no one was home at the initial attempt.We do also show the the customer was refunded for...

the incorrect balloon delivered with the arrangement.

To Whom it May Concern,We have reviewed the order that Mr. [redacted] placed on the 6th of February at 12:23 pm. I do see that Mr. [redacted] order was cancelled and refunded in full:  The order has been refunded - Amount: $98.93 vs Transaction [redacted]

Complaint: [redacted]
I am rejecting this response because: I have received three (3) delivery notices and AVAS florist has yet to deliver the flowers for a funeral that was over a week ago.  I think this company maybe a scam using the legitimate name of a florist, but only collecting the money.  I want a full refund from the cooperate office.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
After doing some research online, this is a very common problem with them. It is not good business etiquette to pay for something and never had it completed.  I will accept the refund, but the actions of this business were extremely poor. I spent almost 2 full hours getting hung up on, getting transferred and when I would talk to a live person, no one had a manager or supervisor and had to transfer me, which resulted in hang ups. There are numerous stories online of people that have yet to receive a refund. This saddens me that a business that is supposed to comfort people and bring them some type of happiness or comfort would take advantage of people this way. They need to get there act together and stop the headaches. My poor friends mother had NO flowers at her service because of this, it wasn't even a formal funeral. What a pathetic company to call and confirm the time of the service for [redacted] but they couldn't call to tell her that the flowers were delayed or the driver was lost or anything. they just blew it off. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
   The amount of effort it took on my part to stop Ava's flowers from menesing E-mails was reprehensible. Unsubscribing on their website has no effect, person to person conversation had no effect! Ava's response that the customer comes first? They should be on the receiving end! What would their response be then? Not only the E-mail problems with Ava's flowers, the bouquet was wilted and the vase was chipped! Hidden charges for " out of our normal delivery are area" and " after normal delivery time"! Is in the middle of town out of their normal delivery area? Is any time on day on August 1st on Tuesday not a normal delivery time?
Regards,
[redacted]

I see this order was on the web and express delivery was not selected. Without this, we can not specify a delivery time.  This is from our website:8. Can I specify the time of delivery?We will do our best to meet your delivery requirements.  Let us know what you are looking for in special...

instructions when ordering online or over the phone.  It is not practical to specify an exact time however before 2PM. After 1PM type of requests we can usually meet.  When it comes to schools, businesses and sympathy service times we understand the time sensitive nature. Sometimes weather, short notice and location can make your request not possible but we will make every effort to make you happy with prompt delivery.   During busy holiday times it is very difficult and unlikely that we can meet requests for timed deliveries.  We will do our best but it is simply not practical as the volume of orders does not allow for that type of service many times. $20 of store credit was issued as a courtesy, but we would not be able to provide that as a refund.

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. I have not yet received my refund, but have gotten a call from Avas Flowers for this.  I will be expected my refund within 10 day ( 8/14 ) if not I will be back in contact with you Thank you for your quick resolution in this matter it was greatly appreciated to know that someone is on the side of working folk.  Thanks

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. 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. 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.

My name is Chris with the Avas Flowers customer service management and I’m very sorry there was such trouble with this order. I do see that $20 was refunded on 8/11. In order to process a full refund, the local designer would have had to retrieve the unsatisfactory product.  I also see that...

customer service has issued $20 of store credit for any future order anywhere in the country. Unfortunately we can not do anything with a quality issue that occurs 2 weeks after delivery.

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. As Ms. [redacted] has...

indicated, our local designer was not able to make this delivery in a timely fashion. When Ms. [redacted] called on on 10/6 she asked that we continue to find a designer to have this delivered that day and we were able to have this done.We have since reached out to Ms. [redacted] and she has responded that she had disputed this charge with her bank. As this order was delivered and kept, we would not be able to provide a full refund in this matter. As Ms. [redacted] has disputed this, we can not offer any further resolution. SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

Complaint: [redacted]
I am rejecting this response because:
I never received either of the $20 refunds that were claimed by the business to have been credited to my account.
Regards,
[redacted]

My apologizes for the issues experienced with your Avas on line order. We regret that you were unhappy with the receipt of your order. After reviewing your beautiful photo, and reviewing the recipe of this particular arrangement all flowers are represented accordingly. Therefore, your order...

has been approved and meets the Product Description as well as our Substitution Policies. I have attached a copy of both for your viewing.10. 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 delivery. Specific containers and/or flowers will vary in some cases due to 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 and products of greater or equal value.Online description: Spread love and cheer with the Birthday Flowers Bouquet! Send the special celebrant this sweet and festive arrangement made with bright yellow daisies, red carnations, fresh green poms, and purple asters. Top it off with a fun "Happy Birthday" pick or Mylar birthday balloon.Item pictured is a depiction of an arrangement that we will make as similar as possible with the same look and feel. Customer was offered a partial refund in the amount of $13.95 and that offer is still pending approval. A full refund is not possible, as requested based on the Avas policies shown.  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.