Burke Contractors Inc.

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]

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.

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

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]

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.

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 manner. 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

Since this refund was done on the 7th. Please allow a few business days so your bank or card can reflect this. We are a verified [redacted] Member and place orders with local designers through the [redacted] system.

[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]

My apologizes for the issues mentioned. as shown, a refund was issued on 5/8/2016; The order has been refunded - Amount: $68.93 vs Transaction [redacted]and customer needs to check with their bank.

ORDER#[redacted], please accept my sincere belated condolences for your loss. I have spoken to the florist who did deliver the arrangement as requested but someone in the funeral home placed it at the wrong service. Our customer service representative contacted the customer to let her know what had...

happened and offered a fruit basket, at the same value, to be delivered to the home of the family, when the address would be provided. The address that was given was for an apartment in Edison. When the florist arrived there, no one was home and a call tag was left to contact the florist. An alternate address was provided in Perth Amboy and the delivery was successful. It was delivered on 4/27 @11:15am and accepted by the resident. The florist made the funeral arrangement and was paid for it and delivered the fruit basket at their expense, as a courtesy to the customer. The customer mentioned that she expected to have both the flowers delivered and the fruit basket too. As explained, the fruit basket was done at the florists expense since it was not the fault of Avas flowers.As a sign of good faith, a partial refund in the amount of $13.95 has been issued as shown:A refund of $13.95 has been applied to transaction id [redacted]The following email was sent to "[redacted]":A refund in the amount of $13.95 has been issued. It may take your bank up to 10 days to process this refund. We apologize for any inconvenience

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 manner. 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

My name is Chris with Avas Flowers customer service management and I’m very sorry there was such trouble with this order. I do see that 2 refunds were done to adjust the total.02/28/2017 2:34PM REFUND CREDITCARD $-10.99 02/28/2017 4:06PM REFUND CREDITCARD $-10.00

To whom it may concern:Customer was on website when he purchased said arrangements, and agreed to full price when order was put through. A full refund cannot be issued when an arrangement has already been delivered.

[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:I spoke to a total of 3 customer service reps. The first hung up after trying to charge me for more than the agreed on price, the second advised me that he would cancel the order after I called them back. At that point I did not receive any further contact and I was simply waiting for confirmation. If their policy was no cancellation then the second rep should have informed me at that time. When the flowers showed up for delivery the delivery person had no details or further information so I refused delivery thinking that the order had been cancelled.  At that point I called the company back and spoke to a 3rd rep who told me that they refused to cancel the order and had told the local florist to deliver. Again IF I had known what was happening prior to delivery I would have accepted the flowers. As it stands now I have nothing and they still want my money. They attempted to increase the price on me after presenting a set price on the website and accepting payment. That's why I cancelled the order. The 3rd representative tried to claim they called back a 3rd time to tell me they were not going to charge more when they did no such thing. I only have a total of 3 calls to their number. One for each time I called them and spoke to a representative. I did contact [redacted] to place a dispute on the charge and the customer service representative advised me to file the complaint with the Revdex.com.
Regards,
[redacted]

We have requested for the customer to email a photo of the arrangement received to;[redacted]@avasflowers and reference order#[redacted] in order for us to discuss this with the florist. The photo has not been received from our customer. Until that is done, we are unable to respond to the complaint. Thank...

you for your understanding, Robert

To whom it may concern,Thank you for taking the time to reach out to us regarding [redacted] order. [redacted] order was placed around the cut off time for the local designers to the funeral home and the specific basket shape that was requested was unavailable with those designers. The shape that...

was delivered is approved as it was still a basket and as still to value in terms of how it was constructed. They were also doing several arrangements for services, and they did not have enough white flowers to fill [redacted] arrangement to value. They substituted flowers of equal value in a different color but a color that still matched other arrangements being delivered to the services. This is an approved substitution. The shop used roses, hydrangeas, lilies, snap drags and genestra - all premium flowers. The arrangement was over-filled in terms of value. We cannot provide [redacted] any discounts or refunds on this arrangement. We have issued her $20 of store credit to use on a future purchase if she chooses. Thank you and have a great day. The picture provided by the recipient: [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

My apologizes for the issues mentioned. A new arrangement, at no additional cost was shipped and they are expected to be delivered today via Fedx #[redacted]. As indicated within the item purchased is the delivery information:Delivered via UPS/FEDEX in an award winning gift box. Other Items on...

the site are available for same day hand delivery by your local florist. Please call us if you need help, we are here to assist you. - See more at: http://www.avasflowers.net/product/gerber-daisy-bouquet#sthash.66OkmI6G.dpufON 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. The customer must 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.