Gift Services, Inc

Hello Ms***,
I received your complaint, and I wanted to first apologize for not meeting your expectations in regards to this arrangement. I am sorry to hear there was a misunderstanding when you ordered with usWe are indeed an online flower shop, which gives us the freedom and
flexibility to work with designers all across the countryWe have a great network of designers who are able to create and deliver a wide variety of gifts including flowers, balloons and gift baskets. There are times when a particular flower or container may not be available, so we ask that our designer use something as similar as possible to recreate the arrangement shown online.
I can appreciate your disappointment when this was not conveyed properly, and the arrangement that was delivered did not live up to what you had expected to seeI do see the picture you sent in to our customer service team, and I wanted to thank you for taking the time to do that for usWe do take all complaints very seriously, and I see there was a response to your email, however it sounds as if it did not reach you properlyThat said, I would love to work with you and come to a resolutionI do understand wanting to get exactly what is shown online, however it appears as though our designer did need to use some substitutions to recreate the bouquetAs that was done I would be happy to extend a 50% refund of the gift along with a 50% in store credit for use on a future purchaseWe would hate to see you leave on a sour note, and would love to show you that we can do better next time. Please advise if I can process this partial refund and gift card for youIf you would like, feel free to email me directly at [email protected]. Ashley

Dear ***,
Thank you for taking the time to reach out with your feedback on your recent experienceI can see that this has been upsetting and can absolutely appreciate your frustration, I know I would be upset as well if this were for my motherI do see that offers to replace the bouquet or
refund 50% were offered previouslyI am truly sorry that we were unable to reach a mutual decision on rectifying this for you
I understand your concerns were not about the money, however, I do not see another way to make this right per the previous offersI have issued a full refund back to your account
Please do not hesitate to reach me with any questions or concerns
Best Regards,
*** ***

Hello Ms***,
I first want to express my sympathies for the loss of your friendI have reviewed the notes on your account as well as this complaint, and I 100% agree with you that we dropped the ball hereThis was in no way your fault, and I am so sorry to hear of the frustrating and
disappointing outcome that this order and experience has become for youPlease know this is not common practice for us, and I hope we can show you that we are capable of delivering quality gifts, and on timeTypically when flowers or other gifts are sent to a bereaved family member for a funeral service we do request the name of the deceased, so we can ensure it is delivered to the correct serviceI show that you placed this order a few days prior to the service, which should have given us plenty of time to make the necessary arrangements in order to have this properly delivered for you, and we failed you hereWords cannot express how deeply sorry I am that we could not fulfill our end of this, as I know that caused a lot more heartache and pain, and ultimately could have been avoided. As you requested, I would love to have a bouquet sent to a family member on your behalfI would be happy to include a note of apology as well, advising that you did intend to have a very nice arrangement sent to the service, and we messed that upIf you would please provide me the name of the recipient and their address I would be able to get this set up for you to have delivered this week, once I have that informationFeel free to email me at [email protected] and I can get that set up for you. Ashley

Complaint: ***
I am rejecting this response because I will be waiting for a solution
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
I am glad to have received my money back, however I want this complaint posted to warn other peopleYou are saying you offered to replace the bouquetThat was not offered, I would have accepted that if it was the bouquet I paid forYou offered to go out and take my mothers flowers back on her birthday, which I would never allow! The fact that your company Baited me and then switched the product is reprehensibleI am glad my mother did not see the flowers I actually sent her, she would be so disappointed! On another note she could not understand why I sent her a flat funeral arrangement for her birthday, which is what she receivedI wish the Revdex.com would post pictures of what I ordered and the sad excuse for a bouquet that was sentI will continue to post and warn people of this companies practices, as it borders on fraud!!! Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello Ms***, I can appreciate your disappointment when this gift was unable to be delivered as originally intendedAfter contacting all of the designers in our network we found they did not carry helium, and thus could not
fulfill this orderAs soon as found out we were unable to deliver, we contacted you to advise how to proceedThis has been refunded in full as requestedI have passed this complaint on to the rest of our management team, and we wish you the best in your future gifting endeavorsBest,GiftTree.com

Complaint:
***
I am rejecting this response because:It is not a solution.I was informed the delivery person knocked loudly and without interruption for ~minuteIt was enough to wake the toddler from a nap. When the door was answered, the delivery person was already leaving and turned around to complain about the weight of the gifts, told the recipient to take it inside and sign with ZERO presentation.
Sincerely,
*** ***

I spoke with this gentleman on the day of delivery as he was telling my representative over livechat that the flowers were not received and he would be issuing a chargeback We placed a quality call to the recipients phone line at the time of this complaint and spoke with her grandson at 12:
Pacific Time on 3/30/ This customer called in at the same time and on a recorded line, he let me know that she was going through a rough time medically and may not have realized they were received and thanked me for confirming the delivery of the flowers We were never notified of concerns about the bouquet I placed a phone call to *** this morning when receiving this Revdex.com complaint to confirm his concerns and inquire for a picture of the bouquet He became irate and stated that we spoke with a caretaker, and not the grandson at the delivery address We very clearly confirmed who we were speaking with at the time of the quality call being placed If the customer would like to provide pictures of their concerns, we will be happy to take a look and work with him towards the resolution requested

Good morning Mr***.
Thank you for your message in regards to the gift you receivedIt sounds as though this has been a disappointing experience for you, and I sincerely apologize, as we always strive to create the best impression for both our customers as well as their recipients
Fruit should arrive with cold packs to ensure freshness upon arrival, however it sounds as though that was not the case as it was entirely frozen when it arrivedI will speak with the sender in regards to a resolution they are happy with, however at this time I cannot release that information to anyone other than the card holder
Thank you for your attention to this, and again our sincerest apologies.
Ashley M*** on behalf of GiftTree.com

Complaint: ***
I am rejecting this response because: they did not give me the option to pick a substitute bouquet as you can see in their email attachment I didn't get the email until Friday evening and the customer service rep I spoke to reassured me that due to the inconvenience the bouquet would be upgraded I was also told by the rep times out of the designer's choice is better than the original selection Again I was mislead I do not want any store credit which I expressed over the phone when I called to voice my complaint about the awful bouquet As I stated previously, I will never spend my money on this poor florist service againYour store credit offer will never rectify this issueNor is your service 100% satisfaction guaranteed
Sincerely,
*** ***

I'm truly sorry for the issues with your delivery. This is never how we would want someone to feel when sending a beautiful bouquet! I've looked into what happened
and found that our florist took liberties in substituting spray roses for the larger size, and this directly took from the fullness of the lovely bouquet you picked out. While the value was there, this most certainly is not the correct item and I'm sorry that this affected you both during such a special time. At this time, I do see the refund was processed as requested for the full amount, and you can expect to see this credit in your account within the next 3-banking days. Please do not hesitate to reach out with any further questions or concerns

Thank you for reaching out with this feedback We do take a complaint regarding one of our floral partners drivers very seriously and I will personally be reaching out to the recipient and delivery driver on Monday to collect statements on what happened before we proceed

We appreciate you shopping with us, and giving us your businessI see this experience was not as pleasant as we had hoped, and I wanted to personally apologize for the wrong item being received on what was meant to be a joyous occasion I have processed that refund back to your card, and
I know it’s not really about the money, but more the sentiment and the thought behind the giftI can not apologize enough for the disappointment and frustration we caused you with this orderWe hope you would be willing to give us another chance to show you we are better than thisAs a token of our appreciation, I am sending over a $gift card for you to use on your next purchase with usIt does not expire, so there is no rush to use it.Best Regards,Sara

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is NOT entirely satisfactory to me As it stands, however, I feel I have no choice but to drop this complaint There is absolutely no need to send me a gift certificate as I promise to never use this service again Furthermore, I will advise anyone interested in using them of my experience and urge them not to use Gift Tree for any service
Sincerely,
*** ***

Dear Mr***,
I have looked at your account and I do see the refund you have requested has been processed in the full amount of $This was processed on March 7th and does take 3-business days for the funds to transfer back to your bankI have provided you with a receipt of this refund to the email we have on file.
At this time there is nothing else I am able to do in regards to the processing time of the refund as it is now up to your bank to finalize the transfer to your accountI would recommend contacting your financial institution directly and providing the receipt as record that the full refund has indeed been processed by GiftTree; and asking that the bank release the funds to you.
Lastly, I wanted to let you know I have deactivated your account per your request.
Ashley M***

Complaint:
***
I am rejecting this response because:It is not a solution.I was informed the delivery person knocked loudly and without interruption for ~minuteIt was enough to wake the toddler from a nap. When the door was answered, the delivery person was already leaving and turned around to complain about the weight of the gifts, told the recipient to take it inside and sign with ZERO presentation.
Sincerely,
*** ***

Hello ***, I can appreciate your frustration when this gift was not delivered as intendedThis is never our intention to take an order we cannot fulfill, and I sincerely apologize this never arrivedAfter reviewing your order I do see you contacted us regarding this non delivery and we were
able to process the full refund as requestedPlease allow 3-business days for the funds to return depending on the processing time of your bankIf you need a copy of your updated receipt, or if there is anything else I can help you with, please let me know. ***

Revdex.com:***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***