Burke Contractors Inc.

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]

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

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]

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 our service in this matter. We have reviewed...

this order and we agree that the local designer should have informed us of such a major substitution. Since the order was kept, we cannot issue a full refund in this matter but we have refunded $30 to bring this in line with the price of our peace lilies.SincerelyChristopher U Customer Satisfaction SpecialistAvas Flowers

We have responded based on the Avas policies and description as mentioned:The on line description of the arrangement ordered was as follows: Blooming Garden Basket @$57.99;Our Blooming Garden Basket is a lovely assortment of our freshest blooming plants arranged in a handwoven basket with no indication of the type or the amount of plants that are to be used. Perfect for brightening up any home or office environment.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/blooming-garden-basket#sthash.iuKJlK9G.dpuf.T...⇄ florist used a basket of kalanchoes, violets and ivy which was to filled to value.Substitution PolicyThe flowers and Products shown online are representative of color scheme, look and feel, overall style, and value rather than a literal interpretation of the delivery. Specific containers and/or flowers will vary in some cases due to designer interpretation, availability, or need to meet our quality standards. While substitutions may be necessary, a great effort will be made to keep the same look and feel of the arrangement, using flowers and products of greater or equal value. This partial refund was offered and issued:A refund of $13.95 has been applied to order no:, [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]

Complaint: [redacted]
I am rejecting this response because:  I reviewed MY phone records and I don't show any calls from this florist.  I have been waiting for some type of response.  I didn't think the florist would contact me directly since my last correspondence with them stated that they would deal directly with my credit card company to process any refund since I disputed the charge with my credit card.  I have never received calls, I certainly have never answered and disconnected a call from this company.  As far as I know, this matter is still under investigation with my credit card company.  I still believe AVA Flowers is operating a fraudulent floral delivery service.  IF a refund has been deemed appropriate, all this company has to do is contact my credit card company and process the credit.  Since I am now aware that AVA Flowers is trying to contact me I will be HAPPY to answer their call and cooperate with them fully so that they may credit my card for the FULL amount of the original charge. 
Regards,
[redacted]

To whom it may concern,I have reviewed and located the order for [redacted], we have been trying to get in contact with her to apologize for any inconvenience that may have occurred on the order and wanted to refund her for the cost of the processing fee for the difficulties that took place....

It seems that the number we try to contact her at ###-###-#### comes up for another person who has no knowledge of this order. I have processed a refund of the $13.95 to the customer and have posted the refund verification code below. The order has been refunded -Amount: $13.95 vs Transaction [redacted].

To whom it may concern,Thank you for reaching out to us regarding [redacted] order. Though it appears out shop did have a few issues with their system and finding the recipient, this order was delivered directly to [redacted] on 2/15. The designer has a signed confirmation of delivery....

thank you and have a great day.

My apologizes for the delivery issues mentioned. As shown, a refund was issued $76.93A refund of $76.93 has been applied to order no:, [redacted]The following email was sent to "k[redacted]om":A refund in the amount of $76.93 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 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. In our commitment to customers satisfaction, we have made several attempts to reach Mr. [redacted] in order to resolve the issue but have not been able to reach him. As this order was placed over 30 days ago, we would need him to contact us so that we can resolve 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 Mr. [redacted] in the future.SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

Complaint: [redacted]
I am rejecting this response because:  I received 1 phone call from Ava's flowers and I was at work and unable to answer.  I then received an email from Ava's flowers and responded the same day.  However, I was contacted yesterday (8.31.17) with them indicating that they would send a replacement order of flowers next week.  While I have not received the replacement order, I am in hopes that they will follow through with their offer.
Regards,
[redacted]

We do understand the customers comments but once  a "full refund" has been issued , the order is cancelled and we no longer have a responsibility to make a "free delivery". We have closed this issue and would appreciate it you to do the same, thank you.

[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.]
Thank you for responding. Yes, I would like a complete refund to my card, not a credit. 
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. On 3/15/2016:Amount: $68.98 vs Transaction [redacted] was refunded to customer, as a courtesy and the refusal fee was charged of $18.95 as per Avas policies;Please read this Agreement carefully. If you do not agree to this Agreement, you may not...

access or otherwise use this website or purchase products or services from us.Customer 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 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.This Agreement applies to your use of this website as well as any services we provide, such as selling and delivering flowers and other products. 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.If a delivery attempt is made and the arrangement is refused by the recipient, the order will not be refunded.  We will offer a redelivery to a valid recipient or address if requested and provided by the customer.When the customer placed the on line, no specific size was indicated for the Ficus Tree. The on line description was as follows: A ficus tree makes a wonderful housewarming gift or a lovely addition to any office. Easy to care for, our Green Potted Ficus Tree will bring the outdoors in and create a warm and inviting environment.

[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'm sorry there has been such trouble with this. If you have already disputed this, we can not offer any resolution and will work with your bank when they contact us. If this has not been done yet, please call us so we may resolve...

this.

My name is Chris with Avas Flowers customer service management and I am very sorry there was such trouble with this. Our records indicate that this order was delivered on 11/02 and we did not receive any notice that there was an issue with this till 11/07. At this point, it was too late to question...

the designer on this. The following is from our website:SATISFACTION COMMITMENT AND RETURN POLICYIn 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 Whom it may concern,According to our records the customer: [redacted], has received a full refund back to the card that he used at the time of purchase:The order has been refunded - Amount: $64.43 vs Transaction [redacted]The order has been refunded - Amount: $12.50 vs Transaction...

[redacted]