Burke Contractors Inc.

We understand the importance of every floral orderAvas Flowers takes great pride in our unbeatable commitment to customer satisfactionUnfortunately, *** *** was not satisfied with our service in this matterWe have reviewed this order and see that it was placed on 2/and therefore fell
under our Holiday Flex delivery policy as stated on our website:Holiday Floral DeliveryWe cannot guarantee delivery on a specific date for busy floral holidays like Mother's Day, Thanksgiving, Christmas, and Valentine's DayTo maximize the likelihood of delivery on one of these busy floral holidays, please place your order more than four days in advanceOrders placed within days of Valentines Day and Mother's Day DO NOT HAVE GUARANTEED DELIVERY DATESNeither cancellations nor refunds will be issued on orders placed during the Valentines Day or Mothers Day holidays if the order was placed within days of the holiday, and subsequently delivered within days after the respective holiday

My apologizes for the issues mentionedThe order was cancelled and a refund was issued as shown on 5/10/2016: The order has been refunded - Amount: $vs Transaction *** The order has been refunded - Amount: $vs Transaction ***

Complaint: ***
I am rejecting this response because: Please see the photos attached and tell me if you would accept their responseAgain, I did not see the arrangement until much later because I live in a different stateMy mother in law did not know what the arrangement was supposed to look likeI only saw it after she sent a photo of itIt’s not right that these florists rip off people by posting photos of arrangements that look nothing like what they actually produce and deliver! Please post these pictures on your website so people can be warned about them!
Regards,
*** ***

This is in response to the complaint submitted by *** ***,We understand the importance of every floral orderAvas Flowers takes great pride in our unbeatable commitment to customer satisfactionUnfortunately, *** *** was not satisfied with our service in this matterWe reviewed this order and see that it was placed by *** *** on our website on 2/and therefore fell under our Holiday Flex delivery policy as stated on our websiteOn 2/our local designer attempted to deliver this but the order was refusedAs it also states on our website, we cannot issue a refund for any order where a delivery was attempted and then refused."Holiday Floral DeliveryWe cannot guarantee delivery on a specific date for busy floral holidays like Mother's Day, Thanksgiving, Christmas, and Valentine's DayTo maximize the likelihood of delivery on one of these busy floral holidays, please place your order more than four days in advanceOrders placed within days of Valentines Day and Mother's Day DO NOT HAVE GUARANTEED DELIVERY DATESNeither cancellations nor refunds will be issued on orders placed during the Valentines Day or Mothers Day holidays if the order was placed within days of the holiday, and subsequently delivered within days after the respective holiday.Orders placed during Flex Delivery will be delivered may be delivered in the days prior to, during, or after the holidayFor example, Flex Delivery dates on Valentine's Day may include 2/11, 2/12, 13, 2/14, or 2/Generally, we will do our best to make sure all orders arrive prior to or on the holiday but we are unable to guarantee specific dates""If a delivery attempt is made to an incorrect address provided by the customer or the arrangement is refused by the recipient, the order will not be refunded."SincerelyChristopher U***Customer Satisfaction SpecialistAvas Flowers

My name is Chris with the Avas Flowers customer service management and I’m very sorry there was such trouble with this orderLet me start by apologizing for this and confirming that you were refunded in fullI've attached the details belowWe release our funds immediately, but it may take a few
days for your bank/card to make those funds available to you again.03/01/6:24PMREFUNDED ORDERThe order has been refunded - Amount: $vs Transaction ***

My apologizes for the issues mentionedAs shown, a refund has been issued:The order has been refunded - Amount: $vs Transaction ***

Customer will Charge-back, file a dispute with their bank, as mentioned in conversation with a customer service representative and a manager on 5/08/and also included in the Revdex.com complaintBased on that comment, will will no longer respond to this complaint until resolved with the bankThank you
for your understanding, Robert

Our records indicate that you have now disputed this chargeDue to company policy we are not allowed to offer resolutions once that has been done and will work with your bank once they contact usIf this has not been disputed, please call our customer service at ###-###-#### so we may resolve this for you

We are truly sorry for this inconvenience we have cost our customerThe money has been fully refunded by the credit card companiesOur deepest apologies

To whom it may concern,Thank you for taking the time to reach out to us regarding J*** *** *** order*** *** *** was not eligible for the refund of the service fee as he did not cancel within hours of placing the orderAs an agent misspoke while on the phone with him, a courtesy refund
was issued on 2/He has now been refunded in the full amount of Thank you and have a great day

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 orderAt that time, the customer has the choice of viewing those terms and policiesWhether they read read them or not, they are bound by those termsThe
customer MUST approve the acceptance of those terms of service before finalizing the on line order or the order will not be placedPrior 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.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.On 2/20/2016, a refund for the duplicate order was issued in the amount of:The order has been refunded - Amount: $vs Transaction *** which was the cost of the duplicate arrangementThere are no further refunds to be issues since the second arrangement was delivered as requested

[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 ***, and find that this resolution is satisfactory to meI have not received the refund yet and would like to keep the case open until the refund is posted to my credit card
Regards,
*** ***

This is in response to the complaint filed by *** *** As part of our ongoing commitment to customer satisfaction, we have recently enacted a process to review our Revdex.com cases that have not been resolved to this dateAs we only keep payment information for days, we reached out to our customers to re-take this payment information so we could issue the correct refund.This payment information was provided to us on - 3/20/and our accounting department issued a full refund for this order

To Whom it May concern,We have provided multiple email address to the customer to provide photos of the arrangement that was deliveredFrom the 1st of February we have not received any photosI do see here that the customer was refunded for the missing card:The order has been refunded - Amount:
$vs Transaction ***

I am rejecting this response because: as I informed the business, I will wait until my refund clears the bankThey lied to me multiple times so I won't believe them until my refund clears

My apologizes for the issues mentionedAs per the Avas policy;Some rural locations may require an additional charge for delivery. You would be contacted by us prior to delivery in the event additional charges need to be applied to a rural deliveryThe address provided was out of range for
the florist and required additional funds to make the delivery as requestedWe asked the customer for those funds to complete the delivery and the customer approved the additional fundsThank you for your understandingON LINE ORDER PROCESSING:In order for a website order to be processed, the customer "MUST" check our TERMS of SERVICE prior to placing the orderAt that time, the customer has the choice of viewing those terms and policiesWhether they read read them or not, they are bound by those termsThe customer MUST approve the acceptance of those terms of service before finalizing the on line order or the order will not be placedPrior 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

This was an attempted delivery and the policy for that is as follows:As per the Avas policy shown within the Avas website: If a delivery attempt is made to an incorrect address provided by the customer or the arrangement is refused by the recipient, the order will not be refundedWe will offer a redelivery to a valid recipient or address if requested and provided by the customerCustomer has mentioned the the sale will be disputed with the bank and for that reason, we will no longer respond to the complaint and deal with the bank, when contactedthank you for your understanding, Robert

To whom it may concern,Thank you for taking the time to reach out to us regarding *** *** orderWhile we apologize there may have been a miscommunication regarding how *** *** would receive various credits, we have already issued all of the credits that were offered to *** ***
*** *** was issued a $credit back to her card for the quality of the arrangement that was delivered due to her concerns about the arrangementThe picture that was provided only offers a very limited view of the arrangement, and from what we can see, it is filled to value with the recipe requested*** *** was issued $of store credit for the arrangement being delivered a day late as we do have messages from our designers that a delivery attempt was made on 2/as requested by the customerAt this point, we cannot assist the customer with further credits or refundsThank you and have a great day

My name is Chris with Avas Flowers management and I’m very sorry that you felt the difference between the delivery fee and the service fee was not fully explainedWe do require customers to check that they have read the terms and conditions and we show the full total before final confirmation of
paymentSince you feel this was not made clear, I have credited you with $store credit that never expires and may be used anywhere in the countryThis would be more than enough to cover any future handling charge

ON 5/10/THE ORDER WAS REFUNDED AS SHOWN:The order has been refunded - Amount: $vs Transaction ***