Burke Contractors Inc.

To Whom it May Concern,The Customer Mrs. [redacted], placed her order on Feburary 14th, 2017 via our website. Our website clearly states in our terms of service as well as on the customer invoice that the order is placed under holiday flex: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 maximize the 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 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. Although the customer did place an order under flex, we have went ahead and honored the request to cancel and refund the order in full:The order has been refunded - Amount: $86.93 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 the arrangement that was received. We have since...

reached out to Mr. [redacted] and were able to resolve this to his 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

[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. Though I had to speak to several supervisors to get anything done, they eventually delivered the flowers at no cost.
Regards,
[redacted]

The Avas policy regarding the customers request for a refund: DissatisfactionSince most of our products are perishable goods, we do not offer refunds after the product has been in possession for more than 7 days.   If you do not want a re-delivery of a new product(s) and you notified us...

within 7 days that you are unsatisfied with the product(s) and you would like to receive a refund instead; we will need to be provided the opportunity to pick up the product(s) you are dissatisfied with prior to processing a refund. If you do not provide us the opportunity to pick up the product(s) we may be able to issue you a store credit for future use or a redelivery instead of a refund.    The flowers will have to be picked up as per the policy to issue a refund for the flowers. Please respond as soon as the customer receives this email as we need to notify the florist.

This is in response to the complaint submitted by Ms. [redacted],We have reviewed this rejection and have now had this order refunded in full.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.

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 an additional $20.00 directly back to your card.

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 name is [redacted] with the Avas Flowers customer service management and I’m very sorry there was such trouble with this order.  As an apology,we can offer a $20 refund with $20 store credit for any future order. Please let me know if this is acceptably and I will have that issued.

We require additional information. The order number provided does not match the customer. May we have the last 4 digits of the card that was used for purchase?

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

You can mark as resolved. Thanks for the assist :)

My apologizes for the issues mentioned and missing balloons. A a courtesy, a partial refund was issued in the amount of $9.99 vs Transaction [redacted]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 will make our best effort to make these deliveries the same day. Any order placed for Same Day Delivery after 2 PM local time will in most cases be delivered the following business day. On Saturday and Sunday, the cut-off is 12pm local time for Same Day Deliveries.We will make every attempt to accommodate delivery requests, however we do not guarantee deliveries for specific times. Typically during normal circumstances and seasons, deliveries are made from hours ranging from 9am-7pm local time. This delivery window may change during high-volume days or seasons. The arrangement ordered on line was described as follows:Because You're Special Bouquet @$47.99 along with 3 yellow latex balloons @$6.00.Brighten their day with this cheerful, sunlit arrangement of white daisies and yellow solidago in a clear vase accented with a raffia tie. Our Because You're Special Bouquet will let them know its because you think "they're" special! Item pictured is a depiction of an arrangement that we will make as similar as possible with the same look and feel. There were no specific colors or the amount of flowers that were to be used either in the description. the florist used this recipe to fill the arrangement to value: A clear vase with 4 stems of white daisies, yellow solidago, white monte casino asters and filled to value. A partial refund of $20.00 was isued as a courtesy to the customer:refunded - Amount: $20.00 vs Transaction [redacted]

My name is Chris with Avas Flowers customer service management and I understand there was a question about your recent order. We do have your picture and I’m very sorry that this arrangement did not meet your expectations. While substitutions are sometimes necessary, a great effort is always made to...

keep the same look and feel of the arrangement, using flowers of greater or equal value. If you will give us a chance to show that this is not how our orders are usually processed, I have 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 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. Upon review, we...

have found that our local designer had a technical issue that prevented this order from processing. As this order is 30 days old, we would need Ms. [redacted] to contact us so we could re-take the payment information and process this refund.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] the future.SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

Customer was offered a $20 refund and $20 store credit. Customer stated that he will no longer use us so therefore, he does not want store credit. Customer also stated that he will call his credit card company to dispute charge. Since the partial refund was refused and that the credit card company will be contacted, will no longer respond to this complaint. Thank you for your understanding, Robert

My name is Chris with Avas Flowers customer service management and I’m very sorry there was such trouble with this order. I see that you were charged $9.99 for the express delivery and $4.99 for the vase and that customer service had issued $20 of store credit as an apology.  I have left the...

credit in place, but have also refunded you for those two items.  Thank you 11/25/2016 12:09PMREFUNDCREDITCARDcumbs$-14.98

My name is [redacted] with Avas Flowers customer service management and I’m very sorry there was such trouble with this order. As it states on our website - we use local designers for hand delivery outside our area."Avas Flowers has affiliated local brick and mortar flower shops with experienced floral...

designers. We are a nationwide florist offering premium flowers at discount prices. We deliver flowers in our own vans, through FedEx, UPS and through our affiliated floral shops nationwide." The designer gave this to the front desk and was told this would be given to the recipient. Since she may have received it a day late, I have refunded the service fee of $13.95 directly back to your card.

My name is Chris with Avas Flowers customer service management and I understand there was a question about your recent order. While substitutions are sometimes necessary, a great effort is always made to keep the same look and feel of the arrangement, using items of greater or equal value. If you...

will give us a chance to show that this is not how our orders are usually processed, I have refunded $10 directly back to your card.

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 tried to reach Ms. [redacted] but have not been successful. We will continue to reach out to Ms. [redacted] and will advise the Revdex.com as soon as we have made contact to resolve 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

To whom it may concern:I would like to start by apologizing for your loss. According to our records, you received an arrangement for the service of  [redacted] on 02/07. There was a request for a rose only wreath and was given an assorted arrangement. The pricing would have been quite...

a stretch from $230; a copy of her invoice has been resent to her email address. To confirm, here is her flower order verbatim: Heart wreath of pink and white premium flowers filled up to value. (NO EASEL OR STAND).