Burke Contractors Inc.

I am very sorry that there has been such trouble with this. This order fell under our holiday flex policy. The $20 of store credit was issued as an apology for the color substitutions on the order.Holiday Floral DeliveryWe cannot guarantee delivery on a specific date for busy floral holidayslike...

Mother's Day, Thanksgiving, Christmas, and Valentine's Day. Tomaximize the likelihood of delivery on one of these busy floralholidays, please place your order at least four days in advance. Orders placed within 4 days of Valentines Day and Mother's Day DO NOTHAVE GUARANTEED DELIVERY DATES. Neither cancellations nor refundswill be issued on orders placed during the Valentines Day or MothersDay holidays if the order was placed within 4 days of the holiday,and subsequently delivered within 4 days after the respectiveholiday.

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

I am rejecting this response because:
No where on your website does it make it CLEAR that this is a policy, especially when I paid for a specific delivery time. The only mention that the delivery was not guaranteed was on the receipt that was sent to me AFTER I had already paid. If I knew that the delivery was NOT GUARANTEED even after paying EXTRA, I would have never purchased the flowers in the first place.You pulled a classic bait & switch approach to take my $100 and the priceless moment that my Mother will never have of her receiving her flowers. You not only stole my money but have ruined a holiday that was supposed to be special. SHE STILL HAS YET TO RECEIVE HER FLOWERS 4 days after the expected delivery date!Refund me completely.
Regards,

My apologies for the issues mentioned. We offered to pick up the arrangement since the customer was not satisfied with what was received. We explained the holiday policy of not being able to deliver as requested during the Christmas holiday and the delivery date was moved. The arrangement was...

delivered on 12/28/15 @2:45 and accepted. The customer stated that they were going to contact their bank to dispute the charges and we told the customer we would no longer have the arrangement picked up. As shown within the Avas policy shown below and on the website too: Avas Flowers Satisfaction Commitment, Cancellation, Returns, And Refunds Policy: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 re-delivery. We are unable to respond to this complaint due to the fact that the customer would be contacting their bank. When we are contacted by the bank, we will respond to them. Thank you for your understanding.

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

[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:
It has not been completed. He called me once while I was at work. I left a message so he would call me back and he has yet to call me back. I've even tried to call again. I'm working and am in school so this is why I've not responded before, but no one has resolved the problem as of yet. Please fell free to call me with any questions. ###-###-####.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I have not received the credit and the amount quoted appears to be incorrect.  
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, thank you very much for the appropriate taking of action 
[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.

ORDER#[redacted] please accept my sincere condolences for the loss and my apologizes for the non delivery of your funeral arrangement. As shown, the order was cancelled due to not being provided with a home address for a delivery of flowers to the home of the deceased and as per the customers...

request too:A refund of $117.91 has been applied to transaction id [redacted]The following email was sent to "[redacted]":A full refund in the amount of $117.91 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 inconvenience

We have requested for a re delivery of the arrangement delivered with another florist for Wednesday.

My name is Chris with Avas Flowers customer service management and I am very sorry there was such trouble with this. I see that I had spoken with you on 08/18 and provided you with a $15 refund at that point. 08/18/2016 4:23PM by [redacted]REFUNDED ORDERThe order has been refunded...

- Amount: $15.00 vs Transaction [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 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

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 believe this...

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

My name is Chris with Avas Flowers customer service...

management and I understand there was a question about your recent order.  The following is from our website stating how deliveries are made. 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 FTD, 800Flowers, and Teleflora. We will often use another affiliated member of FTD, 800Flowers, and Teleflora 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 submitted by [redacted]We understand the importance of every floral order. Avas Flowers takes great pride in our unbeatable commitment to customer satisfaction. Unfortunately, [redacted] was not satisfied with our service in this matter. I do see that the...

promised 30% refund was never issued. We are very sorry for this and have taken corrective action to make sure this does not happen again. As an apology, we have issued a 50% refund back to [redacted]. SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

ORDER# [redacted], my apologizes for the issues mentioned. As shown, on 4/26/15, $80.52 has been refunded and this issue has been resolved,  The order has been refunded - Amount: $80.52 vs Transaction [redacted]

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...⇄

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 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.Sincerely