Gift Services, Inc

From: [redacted] [mailto:[redacted]@yahoo.com.au] Sent: Thursday, November 24, 2016 1:42 AMTo: Complaints <[email protected]>Subject: Complaint resolved ID [redacted].G'Day!Thank you for what I must say was the fastest and most efficient response and service I've had for...

ages. The gift Tree has responded and the issue appears to be resolved! Keep up the good work!Cheers,[redacted]

We appreciate you shopping with us, and giving us your business. I see this experience was not as pleasant as we had hoped, and I wanted to personally apologize for failing you with these special deliveries. I do see the full refund was processed as requested, and I know it’s not at all about the...

money, but more the sentiment and the thought behind the gifts. I can not apologize enough for the disappointment and frustration we caused you with this order. We hope you would be willing to give us another chance to show you we are better than this. As a token of our appreciation, I am sending over a $20 gift card for you to use on your next purchase with us. It does not expire, so there is no rush to use it.  This of course, is in addition to that full refund which will be seen in your account within 3-5 banking days of the date processed.Best Regards,Sara M[redacted]

Complaint: [redacted]
I am rejecting this response because: the account was automatically created without my consent. I appreciate them taking the extra steps of removing my phone number and email , however, my address will still be on there. I know they have the technology to remove my personal information as this is my right to choose what information is on file with whom and what isn't. The explanation of the necessity of having my information doesn't make any sense as to why it can't be deleted. I get it may be convenient for some that are going to do business in the future. If there was some law that you have to keep personal information on someone that places a order to prevent any fraudulent activity - is false. This is a company policy and not anything to do with legal reasons. Otherwise, other businesses would have to do this too and not be able to do guest check out. That being said - account was created automatically for me - NOT BY ME - so you can just as easily remove it. You just choose not too. The item I ordered as been delivered. Payment was deducted on my card. There is no reason you have to keep an account for me. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I will dispute with my bank. 
Sincerely,
[redacted]

Hello [redacted], Please allow me first to express my sincerest apologies for the disappointment this gifting experience has brought you. Please know we are better than this, and I completely understand if we have hurt you too bad to continue, although we certainly hope later down the road we can...

attempt to mend this relationship. I do see where you had been in contact with our customer service department and also sent in a picture of the arrangement that was received. We certainly appreciate that, as it does help us to continue to grow and hopefully avoid experiencing the same problems with our future customers. I do see the particular vase for the arrangement was unavailable, and we contacted you as soon as we found out that our designers in the delivery area did not have this on hand to exactly fulfill this order. As the occasion was for a birthday, we did make a substitution regarding the vase and asked our designer to use a clear glass one instead so we did not delay the gift itself.In order to transport safely, our designers typically put the vases into cardboard boxes to help with stability and to avoid damage to the vase or flowers during the delivery process. I certainly appreciate your concern when this was not done exactly to what you had seen online, and I apologize again for the frustration this caused. In regards to the reviews we post, we do receive hundreds each week and unfortunately cannot post each one that comes through. We appreciate your feedback and will take this into consideration when posting what our customers have to say.
I see we have since processed a refund for the delivery charge of $14.95 and sent a $15 gift card for a future order, should you choose to give us another opportunity. We do appreciate your business and if you are no longer interested in using our company for gifts, we do understand, and wish you the best in finding someone who will better accommodate your needs. 
 
Ashley

Complaint: [redacted]I am rejecting this response because:
I am glad to have received my money back, however I want this complaint posted to warn other people. You are saying you offered to replace the bouquet. That was not offered, I would have accepted that if it was the bouquet I paid for. You 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 reprehensible. I 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 received. I wish the Revdex.com would post pictures of what I ordered and the sad excuse for a bouquet that was sent. I will continue to post and warn people of this companies practices, as it borders on fraud!!! Sincerely,[redacted]

Hello [redacted], My name is Ashley and I am the Customer Loyalty Manager here at GiftTree. Please allow me a few moments of your time to express my sincerest apologies for the way this was handled, and the poor manner in which you were treated. Please know there is no excuse for this, and I am...

personally addressing this with our team so it does not happen again to other customers. I am so sorry to hear this is the view you have of us now, however I can see why you would feel uneasy about placing another order with us. You placed your trust in us to create and deliver an arrangement and we dropped the ball and continued to fumble through the process and did not settle well in the end. This is in no way common practice for us, and I assure you it will not happen again, should you choose to give us another chance.There was severe miscommunication on our end, and this should not have been re-charged to your card as we did explain this was to be a complimentary gift due to the difficulties and delays we put you through. In no means did we mean to put you through more hassle and the need to file a formal complaint. I have gone ahead and processed a full refund for you in the amount of $67.01 as you originally paid. I will be sending you an updated/cancelled receipt showing the funds have been refunded. Please allow 3-5 business days for this final refund to process depending on the processing time of you banking institution. This is not common for us, and we always want to ensure our customers are fully aware of what they will and will not be paying for. I hope this does not deter you from giving us another opportunity, however if we have completely broken the trust you have placed in us, I understand and wish you the best in finding an alternate gifting company to fulfill your needs. If there is anything I can help you with going forward, please feel free to reach out to me directly at [redacted]@giftree.com and I would be happy to help. Best,Ashley

Revdex.com:
Ms. [redacted],
 
 I am relieved to inform the Revdex.com that I have been reimbursed $104.90 for the undelivered funeral flowers.
 
 
Sincerely,
 
[redacted] Frisco Texas

Dear Ms. [redacted], 
I see this experience has not been as pleasant as we had hoped, and we do value each and every one of our customers. We strive to provide everyone with the best experience and gifts we have to offer. I appreciate you speaking with our customer service team already and...

sending in the picture of the basket that was delivered. As we do work with a national network of designers - for this type of gift we cannot guarantee the baskets will arrive looking identical to what is shown. Instead we ask to have them filled with similar products that are available in the area of delivery. At this time although we feel this gift was processed as requested and the basket of goodies was filled to value, we do appreciate your choosing GiftTree and we will honor this refund on a one time basis. I will process the refund (in full) myself and you will receive an email with a receipt showing this. Please allow 3-5 business days for the funds to transfer back to your account per your bank/credit cards' processing time. Ashley

Good morning Mr. [redacted]. 
Thank you for your message in regards to the gift  you received. It 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 arrived. I 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[redacted] on behalf of GiftTree.com

Hello Ms. [redacted], 
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 us. We are indeed an online flower shop, which gives us the freedom and...

flexibility to work with designers all across the country. We 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 see. I 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 us. We 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 properly. That said, I would love to work with you and come to a resolution. I 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 bouquet. As 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 purchase. We 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 you. If you would like, feel free to email me directly at [email protected]. Ashley

Hello [redacted], I can certainly appreciate and understand your desire for your information to be deleted after your account was created and the order placed. When our customers place an order with us, it does automatically create an account, so we have a way to link the customer to their...

information. Typically we use this for quick access should you call in with questions, concerns, or plan to place a future purchase with us, it will allow us to help you quicker. As previously discussed when you reached out to our Customer Service team, we do keep our customer's information on file for a variety of reasons. Varying from quick access for future purchases, to security and liability purposes with bank cards and accounts. I do want to assure you that we do not sell any of our customer data, and do keep this secure. I completely understand your desire to have this account deleted, however that is something I cannot do at this time. I am happy to clear out your phone # and adjust your email address to an invalid one, however that is the most I can do at this time. I will also ensure you are unsubscribed from any future mailings either email or mailed catalogs, as it sounds like you no longer wish to receive any contact from us. Should you have questions beyond this, please let me know at [email protected]. I am happy to assist with anything else I can going forward. Best, Ashley M[redacted]

Hello Ms. [redacted], 
I first wanted to apologize for the disappointment that was caused during this ordering experience. We always strive to send the best gifts and bring the 'wow' factor our customers seek when ordering with us. It sounds as though that did not happen here, and I am so...

sorry to hear that. I see you have previously contacted our customer service team as well as sent a picture of what was delivered to your recipient. We appreciate that feedback, and I do want to work with you to make this right. In regards to the substitutions in the arrangement, there are times that a particular flower is not available to our designer so we do ask that when that happens they use something similar and of equal or greater value, to recreate the advertised arrangement. As previously discussed the button spray mums were not in season and unfortunately our designer did not have access to them, which is why they were substituted. When previously discussed, we provided options to pick up the arrangement and either redeliver a new bouquet, or to process the refund that was requested. As both of those were declined, we did not do either. I do understand your frustration and desire for a refund on this arrangement, however I am not able to do that for you at this time. I can however process a 50% refund as the flowers were received and not able to be picked back up. I will send over the refund for you now, as well as an updated receipt reflecting this charge back to your card we have on file. Best,
Ashley

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.
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. However, it took me having to reach out to the Revdex.com in order to even be offered my 50% refund. I am not at all satisfied with the business & their lack of communication with customers. This could have been offered to me when I called, & it wasn't. I could have also been informed that the flowers would be substituted for others before they were delivered & completely changed the look of the arrangement. Sincerely, [redacted]