Burke Contractors Inc.

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

This order was delivered at 11:45 am on Valentine's day, The arrangement was refused by the doctor's office, they said there was noone there by that name, the delivery was then attempted again the following day at no additional cost to the customer and was delivered during our flex delivery...

policy.

his is [redacted] I respond to the message that I received earlier. The reason that I rejected Avasflowers message, because they breached their contact with me. when I over the flowers and other items. they promise that they will deliver all items actually like what I ordered and paid to them....

They delivered wrong items and one missing item that I paid for my first order on February 14, 2016. they didn't call or email to let me know that they mess up on my order until I call to complaint, I called them on February 15, 206,and they told me that they will reimburse $10.00 in my account and gave me $20.00 store credit and they will delivery the missing item in the next day. they send me an email telling me that they already delivered the missing item. on Wednesday, February 17, 2017, the item still not delivery, they are liar again. I called them back, they told me that they have to check with the store and will let me know, then they email to let me know they will reimburse $10.00 and $40.00 in my account.on Friday, February 19, 2016, I decided to gave them another chance to fix their mistake. I made another order deliver to the same address and name on February 20, 2016 which is my brother's girlfriend's birthday. around 8:00am on February 20, 2016, the delivery guy called me and let me the that the designer tell him not to delivery my order, and they will reimburse my second order the amount of $47.30.they intend to destroy my brother's girlfriend special day, my brother and his girlfriend get in a arguments on Valentine's day and her birthday, they are blame on me. when I order the items, I expect the items deliver to the right destination, and the right person, not just return my money, then what is a point to order stuff on the special days.this avas flowers company didn't care about their customers and intend to destroy clients happiness. avas flowers services are so bad, I want my full refund from my first order and I want avas to deliver another set of of 20 roses and to apologize for what they have done to my brother's girlfriend,I don't think that they should do business any more, I read on their facebook, there are so many customers out there upset about this avas company. they hurt so many other customer felling.

I am rejecting this response because:
The refund has not arrived yet. This complaint can only be resolved when the money is actually returned to my account.They claim...

"10 days", another 10 days they are keeping my money for a service they have not provided; and them I am ignoring the lost time contacting them oh and the fact that nothing was ever actually done, thus keeping business away from a legit company.Till the refund is not in my account, I do not believe a word what "Avas Flowers" states and thus cannot accept any kind of resolution yet.Also, is it not amazing that going through their normal channel they only want to give "store credit", but the moment that you go through Revdex.com they actually are able to do what they are supposed to do? Definitely needs to be investigated how much scams this company runs.One has to wonder how many other people are being duped by this company who do not know that going through Revdex.com is the way to solve any problem.

ORDER#[redacted], my apologizes for the issues mentioned. 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.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.We will make every attempt to accommodate delivery requests, however we do not guarantee deliveries at specific dates or specific times.The customer placed their on line order "requesting" same day delivery before 4PM. The invoice, emailed to the customer at the time of the order being completed stated:Request delivery on: Tuesday, 06/23/2015 before 4PM/local time. We will do our best to try and deliver by this time, however, it is not guaranteed.The florist confirms delivery on 06-23-2015 at 06:00 PM ,Order left with Front Desk/Receptionist. On 6/25/2015, an offer for a partial refund was offered and issued as shown as a sign of good faith:A refund of $9.99 has been applied to transaction id [redacted]The following email was sent to "[redacted]A refund in the amount of $9.99 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 [redacted]We understand the importance of every floral order. Avas Flowers takes great pride in our unbeatable commitment to customer satisfaction. Though our local designer has sent us a delivery confirmation they have failed to provide proof...

that this was received by the correct person so we have had this order refunded in fullThe order has been refunded - Amount: $113.91 vs Transaction [redacted]SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

This is response to the complaint submitted by Ms. [redacted],Avas Flowers prides itself in providing a superior product at discounted prices.  Every order is important to us, and we use many strategies to ensure that each is delivered accurately and on time. Avas Flowers offers local delivery...

in all 50 states.  Unfortunately, mistakes happen and this delivery was not successfully completed and we will be reviewing this with our local partners.  I see that our customer service has already been in contact with Ms. [redacted] on 3/13 and has now resolved this issue.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]

My name is Chris with Avas Flowers customer service management and I understand there was a question about your recent order. We have reached out to the local designer and they advised that this was delivered at 2:08 pm.  According to the online obituary notice, the service began at 2:30 on...

that day. Since you did pay for an express delivery for before 1 pm, I have had your express fee refunded back to you, but we would not be able to issue a full refund since the order was accepted and used at the service.

[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 would like Chris to contact me instead of me calling customer service and having the same experience. Is this an option?Also, I have not yet disputed the charge with my bank.
Regards,
[redacted]###-###-#### cell

This is 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 service that was provided. In order to handle this...

in an expeditious manner, we reached out to Ms. [redacted] and were able to resolve this to her satisfaction.   I would also like to address the concern that we misrepresent ourselves as a local florist. There are numerous places on our website where our methods of operation are fully explained including our terms of service.We 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.I would also like to address the concern over our rating. Google is presently resetting our reviews, but other sites do list us highly and with multi-star ratings. Resellerraitings.com with over 15,000 reviews lists us as 4.5 out of 5 stars and Trustpilot lists us as 8.4 out of 10.   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  Customer Satisfaction SpecialistAvas Flowers

ON LINE ORDER PROCESSING:Prior to any charges being placed on an Avas order, the customer is able to fully view the order summary, which includes ALL applicable charges. At that point, the customer is able to either:1) Select, place order & accept our terms of service or2) decide to not proceed with the order. Wheather the customer reads the terms of service or not, they are bound by those terms. I do understand the customers request for a full refund but that is not offered. The on line description of the arrangement ordered was as follows:15 stems Roses and Carnations@ $99.99. The Blooming Romance Bouquet is a spectacular display of love and affection. Red roses and red carnations come together to create a romantic and sophisticated arrangement set elegantly in a clear vase with no indication of the amount of Roses or carnations. It does specify "15 stems Roses and Carnations for $99.99". Make this occasion that much more special with the perfect flower arrangement that expresses your heart's sentiments. A medium Stuffed Animal was to be included too @$24.99, not specifying a teddy bear. Item pictured is a depiction of an arrangement that we will make as similar as possible with the same look and feel. The photograph is a "depiction" of what the designer will make as similar as possible, not an exact copy of the photo. The customer was never told that the photo of the arrangement was to be delivered as shown. This compalint should be closed on the terms of the Avas policy that the customer accepted to when the order was finalized. A customer service representative had already responded to the customers complaint via email, which he did not accept. That response stands, again, based on the Avas policies;We regret that you were unhappy with the receipt of your order. 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 Our Substitution Policy for your viewing.Product Recipe: vase of 7 red roses, 8 red carnations, arranged tight roundy moundy style**Item pictured is a depiction of an arrangement that we will make as similar as possible with the same look and feel**Please accept $20 in store credit towards a future purchase. This is another complaint that should be marked as answered since we responded to the complaint based on the specific policies that the customer accepted when the order was placed. The customer stated:I purchased the set based on the photograph on the website which showed a huge beautiful bouquet. The request for a full refund is not offered to resolve the customer complaint.

[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:The order I placed had a ZIP CODE of the destination, along with the exact street address.  Your site gave me a total cost, which I paid.  A follow-up call to your call center 10 minutes after I placed my order resulted in your representative telling me that there were no issues with my order.Problems with your web site that are responsible for calculating an accurate delivery cost when given a ZIP CODE is not my problem.  What is a problem is placing a rush order, paying for it, confirming it with you, then being contacted three hours later (after it was scheduled to be delivered) and being told that the amount I paid was not enough, is UNACCEPTABLE.Let me be clear about this.  I was called and coerced to pay an ADDITIONAL $11 to have the ITEM I ORDERED delivered instead of an "equivalent replacement".  This has NOTHING to do with delivery location or ZIP CODE.  This is purely a MISREPRESENTATION of the merchandise that you are selling.  It's NOT ETHICAL.I would like to be reimbursed the additional $11 that I had to pay to have the item I ordered delivered.  Additionally, I already turned down a $20 credit for a future order; I will not be using your service in the future and will have no use for a credit.Regards,[redacted]

Thank you for the correct information. As shown, the order was cancelled and a refund was issued:A refund of $64.93 has been applied to transaction id [redacted]The following email was sent to "[redacted]":A full refund in the amount of $64.93 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 inconvenience

My name is Chris with Avas Flowers customer service management and I understand there was a question about your recent order. While most of our items are hand delivered from a local shop, anything marked as “Next Day Only” or “Farm Fresh” are delivered directly from the farm via UPS/FedEx. This was...

under UPS tracking number [redacted] and their website showsDelivered On:Friday,  11/18/2016 at 12:57 P.M.According to UPS this was delayed due to an incorrect address. I see this order was placed on the website by you and was not modified by us in any way. UPSSaddle Brook, NJ, United States 11/17/2016 8:52 P.M. The apartment number is either missing or incorrect. This may delay delivery. We're attempting to update the address. / The address was corrected.

[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]

[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]

In brief, it was  funeral order and of course we expect the local florist we work with to do the best job possible.  In this case the customer was not satisfied but did not tell us for 6 days.   If they alerted us right away we could have had the local florist make a redelivery and discount the order.  But a week out, we can not ask the local florist to pick up the arrangement, especially since it was for a funeral.We reached out multiple times to apologize and try and resolve this.   We offered them a choice of flowers or a potted plant or a fruit basket to the family and offered a 50% discount.  Unfortunately, as you can see, they are not willing to work with us or even speak with us.   I understand her complaint but we really are trying to resolve this and we do not want to keep this going back and forth

My name is Chris with 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.03/03/2017 10:39AM REFUNDED ORDERThe order has been refunded - Amount: $90.92 vs Transaction [redacted]