Burke Contractors Inc.

We have reviewed this rejection and see that this order was placed on our website and the arrangement selected by [redacted] was  -  Blooming Rose and Carnations. The description on our website reads "Red roses and red carnations come together to create a romantic and sophisticated arrangement set elegantly in a clear vase. "  This is the item that was selected by [redacted] and shown on the invoice that was emailed to him.The following is from our Delivery Policy section of our website: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 more than 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. Orders placed during Flex Delivery will be delivered may be delivered in the days prior to, during, or after the holiday. For example, Flex Delivery dates on Valentine's Day may include 2/11, 2/12, 13, 2/14, or 2/15. Generally, we will do our best to make sure all orders arrive prior to or on the holiday but we are unable to guarantee specific dates. SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

Complaint: [redacted]
I am rejecting this response because: There was NEVER a cr or order number given. After much argument...

with this business they agreed to credit my account and it remains to be seen if the credit goes through. HOWEVER this business is misrepresenting itself to the public in MANY ways. First: They say they are a locally owned company but they are not located in the S[redacted], NC area.. as a matter of fact, THEY AREN'T EVEN LOCATED IN THE STATE. Second: The person who answered the phone gave me the "local" area code (which I didn't know) so that my friend could get a call when her flowers were delivered- he made up that number... it was NOT the area code. It is obvious that they never had any intention of delivering the flowers (and they NEVER made any attempt... they simply charged my credit card). Third: Their entire website is a scam (see my first point... they are NOT in any way locally operated... they are a call center!) If you look on consumer complaint websites all over the computer you will find their name: Ava's Florist. They should not be allowed to misrepresent themselves to the public nor to steal money and not fulfill contracts. I absolutely reject this ridiculous response.

My name is Chris with Avas Flowers customer service management and I’m very sorry there was such trouble with this order. I have had this refunded in full.

My name is Chris with the Avas Flowers customer service management and I’m very sorry there was such trouble with this order. I see there were two orders from you for this service. Please let me know which is in question. [redacted]- Standing oval spray. Delivered by Classey Flowers and Gifts...

TLO [redacted] [redacted]
[redacted]- Funeral basket. Fan shape, one sided. Colorful flowers. Delivered by The Country Pebble [redacted] [redacted]
[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]

his is in reference to complaint filed by Ms. [redacted],We understand that Ms. [redacted] has a concern 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 [redacted]  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;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. We are proud affiliates of [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.We hope this answers this concern.In regards to Ms. [redacted] disappointment with the baskets, our customer service policies state that we need to be informed of any quality concerns within 24 hours of delivery. Since 5 days had passed since delivery, we were not able to offer a full refund for this but made an exception to issue the store credit as an apology.We also understand that Ms. [redacted] was not able to access her account to use her store credit. I do see that the store credit is associated with the email that she used for these orders and we have sales representatives who are available by phone and would be able to assist Ms. [redacted] with using these points.SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

My apologizes for the issues mentioned. The customer mentioned within an email to customer service:Hello, I wanted to let you know that I am not happy with the flowers that Iordered and were delivered today. I do not want to return them, as theperson they were delivered to likes them. I just want to...

let you know thatthey are very different than pictured. I understand some substitutingmight be necessary, but in this case there is too much: 1) Roses appear tobe white instead of peach; 2) Greens are ferns instead of as pictured; 3)White flowers are baby's breath instead of as pictured; 4) Vase iscompletely different, and without decorative wrap. I have attached apicture of the flowers.We did respond, as shown, in the customers complaint but the customer also stated that recipient loves the arrangement and "I do not what to return them". Our policy states:In 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 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.Based on the customer refusal to return the arrangement and our return policy, no refund will be offered as requested. 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.

My name is Chris with Avas Flowers customer service management and I’m very sorry there was such trouble with this order.  As an apology, I have refunded $35.00 directly back to your card.

Complaint: [redacted]
I am rejecting this response because:
$10 is not a satisfactory amount based on the trouble they have caused. I feel as though at least half of the purchase price should be refunded since half of the order was wrong. They keep stating substitutions are necessary which is fine as long as it is the same feel and look and it was not. Adding an I Love You heart to a bear pictured without one doesn't seem like the same look and feel to me and is not a valid substitution argument. 
Regards,
[redacted]

The terms are not cleary stated when placing the order.  Also when I called to inquire about the delay, the flowers had NOT been delivered.  I was told by the manager that I could NOT cancel the order even though it was 3 days after my requested delivery date.  And then he proceeded to tell me that he was ending the call and hung up on me.  Given there are over 1600 other similar complaints maybe you should consider changing your website to make your terms more clear to the consumer.I still feel that because I tried and wasn't allowed to cancel this order before the flowers were delivered that I am requesting a full refund.

To whom it may concern, A refund in the amount of $47.99 has already been issued. Transaction [redacted].

The customer ordered the small arrangement @$49.99 and received an arrangement filled to value as shown below: Arrangement Recipe:The recipe that the florist used to fill the arrangement to value was as follows:A vase with 2 pink roses, 1 red rose, 3 stems pink alstro, 2 stems of pink lilies, purple waxflower.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.As a sign of good faith, we have deposited store credit in the amount of $20.00. This store credit can be used at any time, for any occasion, anywhere in the US and they never expire!The website photo provided was for the deluxe arrangement and the customer ordered the small arrangement which contains less flowers than the photo.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.Product Description As Shown Within The Website For All Users To View:A feminine and sophisticated aura radiates from our Blissfully Pink Bouquet @$49.99. Soft pink hues come from lilies, roses and alstroemeria that bloom right before your eyes! Perfect for a birthday, anniversary or new baby girl!*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. The lilies provided were in "bud form" and will open and be as beautiful as shown on line. When bud form lilies are used, they will last longer as they open.As a sign of good faith, we have deposited store credit in the amount of $20.00. This store credit can be used at any time, for any occasion, anywhere in the US and they never expire!The customers invoice was for;Blissfully Pink BouquetSTANDARD - Small @$49.99 bow-xPink Bow/Ribbon @$4.99  Service Fee:Our Standard Service Fee for florist hand delivered flowers is $13.95TOTAL@$68.93

We are offering a re delivery, to the recipient, at no additional cost to the customer. The customer needs to accept that offer and provide a day(TUESDAY to FRIDAY) and the date of the delivery. Thank you for your understanding,

To whom it may concern,Please be advised that the complaint by Ms. [redacted] is deemed invalid. Upon review of the order, we noticed that Ms. [redacted] submitted the orders via our website and received a receipt for each order. The first email we received from Ms. [redacted] was after the...

arrangements were delivered and the complaint was due to unsatisfactory of the product. We were not informed of a duplicate order.

My apologizes for the issues mentioned. The order has been refunded - Amount: $87.91 vs Transaction [redacted]

[redacted], my apologizes for the issues mentioned. As per the Avas policy shown below, this order cannot be cancelled or refunded and is active with the florist for delivery today: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.

We have cancelled the arrangement scheduled for re delivery. A refund for the cost of the delivered arrangement has been issued as shown:A refund of $64.98 has been applied to transaction id 2[redacted]The following email was sent to [redacted]A refund in the amount of $64.98 has been issued. It may take your bank up to 10 days to process this refund. We apologize for any inconvenience

Please accept my sincere condolences for your loss. I do apologize for the issues mentioned too. The order was cancelled with the florist and a refund was issued as shown:A refund of $62.93 has been applied to order no:, 2482420The following email was sent to "[redacted]":A refund in the amount...

of $62.93 has been issued. It may take your bank up to 10 days to process this refund.We apologize for any inconvenience

ORDER@[redacted], please accept my sincere condolences for your loss. On 6/12/15, a refund in the amount of $13.95 was issued. On 6/18 an additional $30.00 refund was issued as shown below:refunded - Amount: $13.95 vs Transaction [redacted] 6/12A refund of $30.00 has been applied to transaction id...

[redacted] 6/18The following email was sent to "[redacted]":A refund in the amount of $30.00 has been issued. It may take your bank up to 10 days to process this refund. We apologize for any inconvenience. These refunds reduced the actual cost of the arrangement to $81.00 as a sign of good faith to the customer.  Our Pink & White Sympathy Fireside Basket is a lovely arrangement of soft pink and white blooms with no indication of the amount or the type of the flowers that are to be used either. This delicate, yet bright floral piece is artistically arranged as a one-sided piece and will display elegantly. It is sure to extend your most heartfelt condolences. The flowers that the florist used were fresh and they were delivered on time as requested. *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.- See more at: http://www.avasflowers.net/product/pink-white-sympathy-fireside-basket#sthash.pS...⇄

[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]