Burke Contractors Inc.

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.

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:
$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]

My apologizes for the issues mentioned. Your invoice stated:REQUEST DELIVERY ON;Sat.,01/30/2016BEFORE 4pm LOCAL TIME. We will do our best to try and deliver by this time, however, it is not guaranteed. Since no shop was available to make the delivery as requested, the delivery date had to be...

changed.The customers order consisted of: Our soothing Pastel Grace and Wonder Bouquet @$47.99 conveys affection and warmth. Fresh lilies, roses and carnations are neatly arranged around accents of baby's breath. Artistically displayed in a clear vase with a raffia bow, it is sure to create a spectacular display of unmatched grace and beauty.Item pictured is a depiction of an arrangement that we will make as similar as possible with the same look and feel. The florist filled it to the value as 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. 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.The florist confirms delivery on 02-02-2016 at 12:00 PM. The customer approved to substitute the arrangement with a "Colorful Birthday Bouquet of Premium Flowers".

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,

[redacted]
I am rejecting this response because: I ordered 5 plants, each had a handling charge between $11 and $15 each --- there was no check box for terms of service, I have a screen shot of the page just before the charge and it stops with a subtotal only.   I was only made aware of the extra charges because I receive alerts from my bank when  debit card purchase is made.  That was within 20 minutes of completing the order and I called your company to find out why the difference and that's when they told me about the handling charges.  I asked to cancel the order and they said no, that the handling charges are explained at the bottom of the page, under customer service, and click on cancellations.  I simply want the handling charges refunded because they are not explained during any portion of the check out process.

his 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] to offer a free delivery or credit for a future order, but this was declined.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

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,Thank you for taking the time to contact us regarding [redacted] order. Mr [redacted] placed his order via our website for a Farm Fresh Facility item, and these items are delivered by UPS and FedEx. The only way to transport and deliver them is in a box. As this was the item...

he requested, there is simply nothing we can do about this. The quality of the flowers that were delivered is unacceptable, however. Though it appears Mr [redacted] actually agreed to a redelivery of roses for 2/21, his card was issued a full refund on 2/18. At this point, we cannot deliver anything to Mr [redacted], nor can we do more to assist him as he has received a full refund. Thank you and have a great day.

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

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]

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

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 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.

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

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

To whom it may concern,According to our records, this order was successfully delivered: confirms delivery on 01-19-2017 at 03:00 PM ,Order left with Intended Recipient

My name is [redacted] 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 know that doesn’t make up for not being able to fill this in the first place. 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 store credit that never expires and may be used anywhere in the country.

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 the arrangement that was received. We...

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

My apologizes for the issues mentioned. as shown, a full refund was issued; The order has been refunded - Amount: $73.93 vs Transaction [redacted] on 5/9/2016