Burke Contractors Inc.

My name is Chris and I am a customer service manager for Avas Flowers. Could you please provide the order number or the last 4 digits of the card that was used? I was unable to find a recent order under your name or email address. Thank you

My apologizes for the issues mentioned. A a sign of good faith, a partial refund of $15.00 was issued as shown;refunded - Amount: $15.00 vs Transaction [redacted] on 5/11.

To Whom it may concern,The customer submitted photos of a product that was not delivered by our company. Our florist whom is one of the top in the area , we have sent the photo to our florist who has advised us that they do not carry the type of roses that were in the photo submitted by the customer...

" Titanic Roses". WE then asked the customer to send us a complete photo of the arrangements delivered and the customer send us a photo of just 1 rose in an arrangement. We are not able to verify with this photo alone that this was an arrangement that our affiliate did deliver. I have attached both photos. At his time we are not able to offer the customer any type of refund.

The order has been refunded - Amount: $107.93 vs Transaction [redacted] since 1/26/2017

My name is Chris with the Avas Flowers customer service management and I’m very sorry there was such trouble with this order. Let me start by apologizing for this and confirming that you were refunded in full. I've attached the details below. We release our funds immediately, but it may take a few...

days for your bank/card to make those funds available to you again.08/31/2016 1:38PM REFUNDED ORDER The order has been refunded - Amount: $51.94 vs Transaction [redacted]

his 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 have since reached out...

to Mr. [redacted] 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. [redacted] in the future.SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

My name is Chris with Avas Flowers management and I’m very sorry that you felt the difference between the delivery fee and the service fee was not fully explained. We do require customers to check that they have read the terms and conditions and we show the full total before final confirmation of...

payment. Since you feel this was not made clear, I have credited you with $20 store credit that never expires and may be used anywhere in the country. This would be more than enough to cover any future handling charge. I also understand there is a question about our location and how delivery is made. This is from our website.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], [redacted], and [redacted]. We will often use another affiliated member of [redacted], [redacted], and [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.

This is in response to the complaint filed by Robert E[redacted]      As part of our ongoing commitment to customer satisfaction, we have recently enacted a process to review our Revdex.com cases that have not been resolved to this date. As we only keep payment information for 30 days, we...

reached out to our customers to re-take this payment information so we could issue the correct refund.We reached out to Mr. E[redacted] on 7/17/17 and he advised us that he considered this matter closed.

As shown within the  Avas website;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. A partial refund was issued Amount: $13.95 vs Transaction [redacted] As shown on the invoice, emailed to the customer at the time of the "on line order" being placed:This order has been placed on FLEX DELIVERY! Delivery on: 05/06/2016, 05/07/2016 or 05/08/2016Request delivery on:Monday, 5/9, before 7(local time). we will do our best to try and deliver by this time, however, it is not guaranteed.

My apologizes for the issues mentioned. This order was placed on line on 5/22 to be delivered to a home in [redacted] for a Peace Lily plant @$49.99, sympathy card @$3.99 and handling/service charges @$13.95 for a total of @$67.93.The invoice for that sale was emailed to the customer for their...

review. On 5/23, the florist did not have a Peace Lily plant available and the customer was contacted. A basket with green plants was approved and delivered on 5/23 at the same dollar amount of original sale.  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.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. We will make every attempt to accommodate delivery requests, however we do not guarantee deliveries at specific dates or specific times.I apologize for any inconvenience. As a matter of satisfying you in regards to your recent order, I can issue a partial refund of $9.99, back to your credit card that was used at the time of your purchase. Would like me to take care of that for your today?

My name is Chris with Avas Flowers customer service management and I’m very sorry there was such trouble with this order. We can only discuss an order with the customer and not the recipient.

[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]  I just spoke with [redacted] at Ava's and he refunded my order in full.  Thank you for your help!

Complaint: [redacted]
I am rejecting this response because:you do not honor your refund and exchange policy. I didn't even ask for a refund at all, only that you re-deliver what was promised. You first assured me that you would re-deliver, then when I called you back(bc NO ONE CALLED ME BACK AT THE TIME REQUESTED) your RUDE customer service agent said, "we gave you an extra flower and extra LEAVES, so we feel we don't owe you anything else". I NEVER asked you for anything free- I PAID IN FULL for what I thought you would deliver; it's not even about money, it's the principles that matter- you are a DISHONEST COMPANY. I've seen all the complaints, so I know I'm not crazy. I will NEVERTHELESS do business with you again, and I've told my friends to NEVER do business with you either; I'm sure you don't care bc there's a sucker that will fall for your false advertisement. I have talked to florists too and they said Ava's Flowers are the WORST bc you pay very little to them as well. You are the the worst ever.
Regards,
[redacted]

I have had IT remove this customer from all lists. We do not keep credit card information for security reasons.

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 you have disputed this charge. Due to company policy we are not allowed to offer resolutions once that has been done and will work with your bank once they...

contact us. If this has not been disputed, please call our customer service at ###-###-#### so we may resolve this for you.

Complaint: [redacted]
I am rejecting this response because:
As you can see by the attached they were suppose to deliver on February 14th Valentines Day. They actually delivered the flowers on February 15th. It looks like by the first picture that they sent it to Ohio and not my NY address. This is unacceptable customer service. They did not state that the Valentines flowers may not be delivered on Valentine's Day Feb 14th. I ordered them the middle of January to be delivered on Feb14th. Had they stated that it was not guaranteed to be delivered on the 14th then I would have never bought them. In fact I had to go out and by another set of flowers on Valentine's Day so my wife could receive flowers. I shouldn't have had to make that additional purchase. This is unacceptable customer service. In fact they state on their website that if the customer is unhappy with the service to notify them with in 3 days and they will offer a refund. Well I did that. In fact I notified them on February 15th that I want a full refund. They did not perform the service as prescribed on my invoice. I want a full refund as I'm unhappy with the unacceptable service that was delivered.Thank you,[redacted]  
Regards,
[redacted]

My apologizes for the issues mentioned. Your on line order was for the following:Fruitful Blessings Basket @$64.99 which was described on line: Our Fruitful Blessings Basket is a delicious gift for any lucky recipient to receive. Fresh fruits and gourmet treats are artfully arranged in a...

lovely wicker basket, with no indication of what type of fruits or what gormet treats are to be used. Assortment may vary depending on availability.*Fruit Baskets may require 24 hour notice for delivery in some areas.*Bow and flowers 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. The florist used this recipe to fill the basket to value: fruit and gourmet handled basket, a Bow and a Fullsize Greeting Card - CongratulationsThis was delivered on 3/28/2016 @1:30 and since you did not indicate a signature, [redacted] was indicated to the recipient, as the sender, with your permission.Upon looking at your order history, we were able to find outthat you placed the order on our website and utilized theself service tools. Whenever a customer orders online, wegive them the option to add personalized messages as well asinclude their signature, which you did not do.As indicated in the on line description, "the photo is a depiction of an arrangement that will be made as similar as possible with the same look and feel". It also states that the assortment may vary depending on availability. Within the substitution policy:In 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 items. As a result, the components to create your fruit or gourmet basket may vary based on market availability. Based on the policies mentioned, the customer's request for a full refund is hereby denied.As a courtesy, the cost of the card was refunded: Amount: $3.99 vs Transaction [redacted]

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 you spoke with customer service on 5/23 and were offered a redeliver and $20 of store credit and that this was refused.  At this point, we could offer a direct refund of $13.95.

To whom it may concern,Thank you for taking the time to reach out regarding [redacted]' recent order. Though [redacted]' order was not delivered on 2/14 as he placed his order during the flex delivery period, he did agree to deliver red roses to [redacted] from our Farm Fresh Facility...

on an alternate date. This upgrade came at no additional cost, but the customer should've been informed nothing would be available from this facility until today, 2/22. The order has since been delivered. If there is a quality issue, we will assist him by redelivering another bouquet. Thank you and have a great day.

A refund of $41.93 has been applied to transaction id [redacted]The following email was sent to [redacted]A full refund in the amount of $41.93 has been issued. We have issued this refund in full. It may take your bank up to 10 days to process this refund.We apologize for any inconvenienceThe order has been refunded - Amount: $25.00 vs Transaction [redacted]