Provide Commerce Inc

Review: I placed an order that was for $59, my card got billed $84. I immediately called to cancel the order, not even two minutes after the order was placed and my card was billed. They cancelled the order but it takes 3 to 5 business days to refund the money that have just been taken out? Money pulled from my accounts seconds before I ask for it back and I am told no. This is bad business and it is ridiculous. I believe that my card was only going to be built for $59. Not $84. That is stealing in my book.Desired Settlement: Refund of my money. Today the same day that it was taken out of my account.

Business

Response:

This customer did call us after placing and confirming her order on our website. It's common practice with internet companies that when an order is placed the customer's credit card is authorized when the "Confirm Order" button is selected. Most banks treat an authorization as a hold on funds. Since this customer's order was canceled, we will not be collecting the funds from that authorization. Most authorizations simply drop off from the customer's account if they are not settled into a charge.

When this customer placed her order she used a prepaid credit card. When she contacted us we did call her credit card company and requested them to release that hold as we were not going to collect on those funds. They refused our request and stated that hold would come off in 10 days.

I am having a bouquet of flowers delivered to this customer on May 17, 2013 with our apologies for this experience.

Corporate

Customer Service Specialist

provide-commerce

4840

Eastgate Mall

San

Diego, CA 92121

Phone:

Email:

Review: I ordered flowers for my mother on Mother's Day. However, I feel that the online check out process is deliberately deceptive. My total did not include the standard delivery charge of $12.99 or a care and handling charge of $2.99. Therefore my total was $15.98 plus tax more than the total I was given.Desired Settlement: I would like ProFlowers to change their online checkout process to reflect all of the charges including delivery fees, their care and handling charge and tax. This should be included on the first page of the checkout process. I only saw the actual charges on the order confirmation I was sent. I'd also like to be refunded the hidden $15.98 plus tax.

Business

Response:

To Whom It May Concern,

Please see below email sent to this customer;

Dear [redacted], Order Number: [redacted]

Thank you for contacting ProFlowers through the Revdex.com. We understand that you did not see the care and handling, delivery fees and we apologize for this. Full cost of our orders are displayed on the "Review Your Order" page before you confirm your order. We know how very important it is to meet your expectations, please accept our most sincere apology for any inconvenience we may have caused.

We have applied a refund of $15.98 to the payment method used on your order. Please contact your financial institution to confirm that your funds have been released to your account, if not they will need to check the Visa Account Interchange to confirm the funds and transfer to you. After contacting your financial institution, if there are additional questions or concerns please do not hesitate to contact us.

Once again, please accept our apology. Your satisfaction is our foremost objective, and it is only through your feedback that we learn whether or not we are achieving that goal, so please do not hesitate to contact us with any additional comments or concerns you may have. To reach us, you may email us at [redacted] or call us toll-free at [redacted]. We are available Monday through Friday, from 7:00 AM to 6:00 PM Pacific Time.

Sincerely,

Review: PROFLOWERS has charged us 14.95 for 24 months for a total of 358.80. For unauthorized monthly billing. My wife signed up for this on her credit card. We have received nothing for this charge. This is a mirror site on PROFLOWERS. I am 62 and should no better than to let this happen. I have bought flowers from them since 2000. For a promise of some kind of service they could not describe when I called them in another country.Desired Settlement: Refund money from not receiving any service for the monthly charge. We did not authorize monthly billing certainly not for 2 years. This is taking advantage of old people.

Business

Response:

To Whom

It May Concern;

Review: I placed an order with this business and during my order process I was surprised to see that there was not a "special instructions" field to modify my order. The order I placed came with several items and I wanted to initially substitute a single item, a "pick" which is an accessory placed along with the flowers, usually worth anywhere from $.99 to $3.99 at most stores. After being baffled as to why they would not allow a substitution, I ultimately resorted to removing the item altogether, no additional cost, technically this would save on costs. I was then flabbergasted when I was told that I could not remove the item since it was not coming from a florist and from the "field." The representative I spoke to gave me her first name as [redacted] (she did not want to supply her last name or employee ID number). I asked [redacted] if there is a physical person touching my order, how is it impossible for them to contact this vendor or retailer and ask them to remove this item? She could not give me a valid answer and then when I asked to speak with a supervisor, I was placed on hold for an extended period of time, and then the same representative got back on the phone call and informed me that there is not a supervisor available but I will receive a call back within 24 hours. This delivery was for Valentine's Day so naturally 24 hours would not resolve my issue. I then asked her why can I not hold for a supervisor, and she stated she was "told" to inform me that someone would call me back. I asked her then to speak to the person that told he that and she denied my request. As a customer, I was denied customer service or the option to speak with any supervisor. I have worked as a manager for many years and every company I have worked for, you are required to speak to a manager if you ask to do so. This is the first time I ordered from this company and will surely be the last. Companies in this type of business with such poor work and customer service ethics should be reprimanded so that this type of incident cannot damage a customer again in the future, or they should cease their business altogether if they cannot satisfy a simple issue such as this.Desired Settlement: For now having to take time out of my personal day to complete my original task, I should be compensated for this inconvenience and poor customer service.

Business

Response:

Hello,

Thank you for bringing this matter to our attention. We have reviewed this account and have emailed the customer advising them that we are unable to remove a single item from a promotional discounted bundle. I sent the customer a $15.00 gift certificate thanking them for their suggestion and have forwarded it to the appropriate department to look into adding a Special Instructions field.

Thank you,

Review: I was online at Proflowers.com because of an advertised 20% discount off bouquets over $39.00. I found a bouquet for $39.99 and sent it to the "Shopping Cart." I then filled out the billing and delivery information. I expected the bill to be 39.00 x .20 plus 9.99 shipping and handling, and then tax. I didn't see any unusual extra charges until I hit the confirm button and all of a sudden the amount I owed was $73.39. They added $9.99 for a vase, 14.99 delivery charge, 2.44 handling, and 5.44 tax. What I expected to be about a $50-55 order turned out to be $73.

I called and they explained all the delivery charges ($25.00 worth) and said I agreed to the terms of the order. They were willing to refund me 7.99 for the vase (and that should have been $9.99.

ADDITIONAL INFORMATION FROM CONSUMER:

I'd like to amend my original complaint number [redacted]

The first attachment is what I thought I was going to get with my order. It was supposed to include 12 tulips, five lillies, 5 ruscus. (The ProFlowers website has since changed this to 15 tulips since I placed my order on 2/13/2014.)

The second attachment is what was sent.

What was received were five lillies, 3 tulips (one which died the first day) and 3 carnations.

This, along with the bait and switch tactic of charging me $73.39 for a bouquet that was advertised as 20% off 39.99 was intentionally a scam.

Thanks for considering my complaint.

[redacted]Desired Settlement: I would like Proflowers to refund me at least $2 more for the vase, and at least $9.99 in shipping charges that were hidden. I would also like to know what the additional $2.44 care and handling fee was for, and I'd like it to be refunded because of it being hidden when I clicked the confirm key.

Business

Response:

While we make no apologies for our shipping, care and handling fees (as we feel that they are clearly stated during the ordering process) and the photo of the offered item is not what she actually ordered, we do feel after seeing the photo of what was received that it was not up to Proflowers standards and have issued a complete refund to our customer.

Regards,

Review: I ordered flowers from Pro Flowers for same day delivery which automatically defaults the service to [redacted]. I paid $34.95 for the flowers and a service charge of $14.99 with a weekend charge of $4.99 AND a same delivery charge of $4.99...totaling $56.64. It was a business delivery which means between 8-5p delivery time.

At 5:15p, there still were no flowers. I called the company and spoke with a supervisor by the name of [redacted] (female) and she siad at first it was an address issue and then changed it to there were no florists available to deliver these flowers until Tuesday the 18th (3 days after the fact).

It is now Tuesday the 18th...after 3p there still were no flowers delivered. This time I spoke with a supervisor by the name of [redacted] (male). He said the last supervisor put the request in too late TODAY for same day delivery...they could guarantee delivery for Wednesday am...now 4 days after requested which defeats the purpose of my delivery for a special occasion. I just researched this company online and there is a list of the same complaints! I do not know how they are still in business or if this is maybe a scam.Desired Settlement: delivery of order free of charge as stated by the supervisor on Saturday and also make sure I do not get charged for this. Also, to have this company further investigated since there are many with the same complaint.

Business

Response:

Hello,

Thank you for bringing this matter to our attention. We have reviewed our records and have spoken with our sister company ProFlowers [redacted] and have discovered the following; The original order, order [redacted], had been cancelled by our customer prior to the arrangement having been delivered, the customer in turn was not charged at all as our policy is to settle the order once it has been sent out. No refund is needed. The replacement order that had been placed free of charge, order [redacted], was delivered on 2/19/2014 at 11:28AM and was signed for by the recipient. No further action is needed at this time.

Thank you,

Review: I purchased a [redacted] voucher for $30 worth of flowers for proflowers.com. I went on their website and found they had a page where all flower arrangements on the page have free shipping. No where on the page does it say that you cannot get free shipping on these flowers and also use a voucher. (I have saved the website and can provide it if necessary). When I got to the final page, the shipping charge of $14.99 was included. I put through the order, but tried to call customer service to get it remedied. They will not remove that charge, despite the fact that no where on their website does it say I can't use a voucher and also get free shipping. When I later emailed customer service, they told me that the voucher I purchased states that it "cannot be used with any other offer or promotion". However, I don't believe that the free shipping page is either an offer or promotion. It is not under their "specials", for example.Desired Settlement: I would like to have the $14.99 shipping charge refunded. The website was unclear.

Business

Response:

Hello,

Thank you for bringing this matter to our attention. While researching this customers concerns, regarding using his [redacted]l promotion code on an order with our Free Shipping offer, we have discovered that the shipping fees have been refunded as a one time courtesy by a previous agent.

Please note: The [redacted] voucher clearly states in its "fine print" section, "Entire value of the Deal must be used on a single visit and cannot be combined with any other offer or promotion"

Our Free Weekday Shipping is in fact considered a special offer, which is why the free shipping did not apply with the [redacted]l code.

Thank you,

Review: My husband ordered a Pink Calla Lily plant for me for Valentine's Day from Proflowers. They were frozen upon delivery. I called Proflowers to have them rectify the problem. They were going to send another delivery of the lily plant. Upon the next delivery, a completely different plant (miniature yellow rose bush) was delivered and once again was completely frozen upon delivery. I emailed the company (they say they will respond within 10 hours and no response after 24 hours) to let them know of the problem and have not heard anything back. I asked for a refund of my husband's $34.99 plus delivery charges.Desired Settlement: Refund of money spent

Business

Response:

Hello

Review: This issue does not only involve advertising but customer service as well. On 1/18/16 I placed an order through the [redacted] website and selected a delivery date of 1/26/15 I received an order confirmation number of [redacted]. At 10pm on the 26th my recipient still had not received the delivery. I called the customer service number to be informed that they would refund my order; I explained to the representative that I paid a portion by [redacted] and the difference through [redacted] and she informed me that the full amount would be refunded to my [redacted] account, all I received was a $6.18 credit when I called back I provided the same order number miraculously the representative that answered this time could not find my order.

I stayed on the phone over 30 minutes providing her my name and address and the recipient’s name and address over and over and she kept repeating it wrong. I called back and spoke to another woman of whom I again provided the order number and my name and she could not tell me why my order was not delivered on the date promised or could not track my order at this point I began to get frustrated not only was there a language barrier but the representative trying to assist me seemed more that incompetent of what they were doing after being on the phone for another 20 minutes she told me she could not find my order and she would have to fill out a call back form and a manger would call me back.

I have yet to receive the call so I called again and spoke to Doniko of whom had me on the phone again for another 15 mins and still could not find my order give me any info on it or find a solution and said she would need to fill out a call back form. When I asked to speak to a manager I was told there was not one available each time.Desired Settlement: I would like my order to be replaced and for a refund to be issued to me in the full amount of my purchase of $36.18. This is ridiculous that [redacted] provides customers with a order number that half of their employees cannot locate or view and wastes consumers time on the phone.

Business

Response:

Customer was charged $6.18 via [redacted]lon 1/19/16. The refund was processed in full on 1/26/16 via [redacted]. The ([redacted]). The customer did indeed use a [redacted] good for $30. This [redacted] was replenished and reused on order number [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.]Regards,[redacted] They replenished my $30.00 [redacted] code but gave me 1 day to utilize it which was not reasonable [redacted]

Business

Response:

Thank you for contacting us. We have included your gift certificate [redacted], in the amount of 30.00. The gift certificate will be activated on 2/24/2016 and expire 5/24/2016.

Review: On 04/30/2013 Ive ordered gift basket and flowers advertised on www.floristexpress.com.The site offered standard and premium option for the products.The gift basket ( Luxurious Indulgence Premium)suppose to include chocolates by Godiva and flowers (This Magic Moment Premium) suppose to include at least two dozen beautifully arranged bouquet in vase.I chose the premium for both items and payed extra for those. Order total was $287.60.Both items were delivered next 05/01/2013 day.I was shocked to see what was delivered.....basket had no Godiva chocolates and other items that were included, were of cheap quality and quantity.Flower vase included less that dozen flowers. I immediately called back to customer service and complained, also sent them an email requesting to have them picked up and refund me the whole amount.Next day they picked up the basket, but not the flowers and refund was issued on 05/07/2013 in amount of $177.59.From 05/02/213 till today I sent them two follow up emails and got no replies, tried to call them and phone lines will put you on hold for prolong time.I gave up all my hopes to resolve this directly with them and asking for your help to make them refund the rest of the amount $110.01.Desired Settlement: Refund of the $110.01

Business

Response:

To Whom It May Concern,

We have researched this account and the customer has been fully refunded for thier order.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Non delivery of goods ordered. I received confirmation that goods were delivered, had someone waiting at the recipient home all day, but no delivery was made. I inquired with the company, received a response telling me the goods were delivered 12/12/2014 and that a credit of 15.98 was given due to late deliveries.

As of 12/15/2014 5:25pm, 2 orders have not been delivered.

Goods ordered costed $37.99 each, delivery date is before or on 12/12/2014.

1 order was delivered on 12/12/2014

1 order delivered on 12/15/2014

2 orders have not been delivered as of 12/15/2014.Desired Settlement: I would like the Christmas trees delivered as soon as possible or provide a refund to my card as soon as possible.

Business

Response:

Our carrier UPS does indicate that all the items on her order were delivered. Since she states that two of the items were not received by her recipients we processed two refunds on 12/16/2014 for these items. One was for $37.98 and the other for $33.96.

[redacted]Corporate Customer Service Specialist provide-commerce4840 Eastgate MallSan Diego, CA 92121Phone: [redacted]Email: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: To Whom It may concern:I will never order through ProFlowers/Florist Express again. I ordered flowers for my mother's 60th birthday and received a confirmation between 9-10 am that the flowers would be delivered on 12/18/13. I waited all day and heard nothing. I finally opened my email and received the letter below. It was sent at 3:30pm. It states that my order was unable to be fufilled. Wow. No phone call, no apology and my card was initially charged. In addition, I was left no time to go to an actual florist since I was emailed instead of called. I didn't check my emails until the evening when I realized the order had never gone out. This has been by far the worst customer service I have ever received from an online florist. Needless to say my mom's 60th birthday was definitly less special due to Florist Express/Proflowers. I also wrote a letter similar to this to Proflowers/Florist Express customer service and never got a response. The worst floral service out there. Thank you,[redacted] # [redacted]--- Begin forwarded message:From: [email protected]: [email protected]: =?iso-8859-1?Q?ProFlowers Florist Express Order [redacted] for [redacted] ?=Date: Wed, 18 Dec 2013 16:25:08 -0600Dear [redacted],Thank you for your ProFlowers Florist Express order. We appreciateyour business. Unfortunately, we are unable to place your order fordelivery on the requested day. So we may expedite your flowerdelivery, please reply to this email with an alternate deliverydate. If you prefer, you may contact us at ###-###-####.Once again, thank you for choosing ProFlowers Florist Express foryour special gift.Reference #: [redacted]5Desired Settlement: I believe that due to Florist Express' error/ProFlowers error, and their failure to address their error, that I should be able to order another set of flowers free of charge for my mother. ESPECIALLY since I was given a customer service email which I did contact and no one ever responded to. Thank you,[redacted]

Business

Response:

To Whom It May Concern,

Please see email sent to the customer;

Dear [redacted],

Thank you for contacting ProFlowers FloristExpress through the Revdex.com. We apologize for any inconvenience or confusion the authorization for your order has caused. We have completed our research and can confirm that you have not and will not been billed for order [redacted].

We again apologize for your order and have issued you a gift code for future use your gift certificate [redacted], in the amount of 54.00, is valid and will expire 1/14/2015.

Again, please accept our apology. After contacting your financial institution, if there are additional questions or concerns please do not hesitate to contact us. To reach us, you may email us at [email protected] or call us toll-free at ###-###-####. We are available Monday through Friday, from 7:00 AM to 6:00 PM Pacific Time.

Sincerely,

Review: I ordered a get well plant for delivery. Not only was I charged a fee for a service I didn't ask for, but when I called to have the charges reversed the customer service agent tried to convince me it was my own doing. This company is despicable and I will not use it again. They are taking advantage of people and assuming they are stupid and lazy.

After I finished the process of putting in my billing info I noticed that a 4.99 rush delivery charge was tacked on to my total - not initiated by me. It gave me a "delivered on or before" date two days hence by 8 p.m. on the 15th, so I figured I'd let it slide since they were get well flowers and should arrive in that time period. However, the flowers were shipped from Memphis the day it was supposed to be delivered (to Los Angeles), and confirmation from FedEx confirmed the item was not delivered until 15 hours after the "due on or before" rush delivery time.

When I called for a refund, the rep, in a pleasant manner, told me, "Oh, it shows they were delivered on the 15th" as if I were an it. Both Proflowers and I had confirmation from FedEx that showed it was total BS. Realizing there was no choice, she began the refund process, but continued by saying "You know, the site has a quirk where there's a plus sign you have to hit..." and more BS, none of which would explain why selecting "standard shipping" would tack on an additional rush delivery fee.

Blaming the customer for the company's rip-off practice? That’s beyond low.Desired Settlement: The rush delivery was tacked onto my order at the end of the billing process. There should be a clear phase in the ordering process where they specify the different levels of shipping timeframes and the specific price of each one - don't tack it on so I see it at the end of the process right before I approve the order.

Business

Response:

Good Afternoon,

We have reviewed this customer's order # [redacted] and find that the order was delivered a day later than requested. The rush fee was previously refunded, and additionally I have gone in and refunded the remaining amount of delivery charges totaling $15.98.

When placing an order on our site the customer is given the option to view detailed shipping and handling information at the time the date of delivery is chosen. The customer's request to have this information presented in a different format has been forwarded to management for review.

Sincerely,

Review: False advertisement. I used to purchase flowers through this business because of the "discount" prices they are offering. Just recently I received an email teling me that I would save 46% on my purchase of flowers. I also received an email one week prior teling me that I could get a set of floweres with additional chocalates. I saw the 46% discount and proceeded to purchase some flowers.

I checked the previous email and ran the excat order (flower, chocolate, and vase) which both were the same amount. There was no 46% off on the flowers. It appears they entice you with a large percentage off but in reality its the same amount. I've gone back to other emails from ProFlowers and found out that they were all the same amount regardless if you went with the large percentage off or not. I sent an email complaining about it but just received an email telling me that my email will be fowarded to the appropriate depatment for further reviewing. The return email was on Jan 8, 2014 and have not been contacted by ProFlowers.

Desired Settlement: Stop submitting false adverstisement of savings when there isn't any.

Business

Response:

Emailed our customer directly an explanation of our approach to discounts thanking her for her feedback. I also included a $10.00 gift code for her to use anytime in the next year on her next order.

Note: This customer did place another order since filing this complaint.

Best Regards,

Review: I ordered two dozen roses for Valentines Day (Friday) with a special promotion which included a free vase. I ordered the product at least a week in advance to ensure proper delivery. As soon as my fiance received the flowers, she called me to say that something was wrong. Instead of two dozen roses, there were only one dozen. In addition, the vase had somehow disappeared from my order (even the customer service people couldn't seem to locate it).

To add insult to injury, the flowers themselves were wilted and of poor quality. Despite putting them into a vase, I found out that not even two days later (on Sunday) the flowers were dead. I called to complain almost immediately, a few minutes before noon. After being on hold for a while, I finally got through to someone only to have the call dropped. I called back a second time (now after noon) and after telling my story, I was told that the only option available was a refund or new flower delivery, but not the same day. There's a same day delivery option but it wasn't available afternoon (even though I was only calling 30 minutes after noon) because the "system" can't do it that way.

I asked for a refund since I had no other choice, but I just can't understand screwing up the order for flowers on Valentine's Day and having no back up solution (including being to just call up a local florist and have them take care of it same day).Desired Settlement: The refund is going through (according to a confirmation email) so there's really not much more they can do - Valentine's Day was already screwed up. I just wanted there to be a record of this.

Business

Response:

We sincerely apologize for this unfortunate experience. We have sent out an upgraded arrangement to our customer's recipient with our apologies for delivery on 3/7/2014.

Review: To who this may concern:

I order flowers on 2/7/2014 to be delivered on Valentine's day 2/14/2014. There was an extra fee that was associated with deliver on Valentine's day.

I proceeded to check out and made payments and I was charged. During the week of 2/14/2014, there was a severe winter storm on 2/12-2/13. This storm was not out of the blue but was being mention a whole week in advanced. At 1:30pm on 2/14/2014 I received an email that my flowers would not be delivered on the date that was promised before due to weather conditions. This did not give me adequate time to retract my order or even pick up flowers from a local florist. If I was informed of this earlier (2/11/2014 or before) I could have made other arrangements. I believe they did not inform customers in adequate time to not lose business. Looking at the [redacted] tracking information, the flower's information was sent 2/13/2014 and was not picked up from the store till 2/14/2014. Why was this shipped out on the day it was supposed to be delivered is beyond me but if that is how they want to handle things, deliver the flowers the same day. I am sure I was not the only customer disappointed in this situation. It made me look like a fool for not getting my significant other a gift on Valentine's Day. I only do this in Revdex.com because my first email to customer service was ignored.

Order #: [redacted]Desired Settlement: 1. Plan Ahead - Proflowers should be well aware of their deliver situations and weather. If they promise a date and severe weather is insight, plan ahead and don't disappoint customers. Proflowers is a flower logistics company, planning is their job.

2. Give sufficient notice - Don't tell me the day of that the flowers will not be making to in time.

3. Delievery improvement - This goes with planning ahead but if you plan on picking up the same day as the delivery day, it should be going on a same day shipment, not a next day.

Business

Response:

We definitely appreciate our customer's feedback and have issued a refund of $20.97 for all of his shipping, care and handling fees.

Regards,

Review: On February 1, 2014, I purchased a [redacted] coupon for $30.00 worth of products from Shari's Berries for $15.00. I had heard wonderful things about this company years ago, so went to their web-site to place an order for chocolate covered strawberries. I found 12 chocolate dipped strawberries for a price of $29.98. I selected this product and proceeded to the checkout.

At the check-out is where I found out that the shipping is $14.99. I find this to be misleading, as nowhere did Shari's Berries indicate that their shipping and handling was so high. I decided to go ahead and treat myself, since I did purchase the [redacted] coupon. I selected to have the berries delivered the week of February 10th to be close to Valentine's Day. Because I had ordered on February 1, I was guaranteed delivery by Thursday, February 13th. It is now Friday, February 14, and in using the tracking option on their website, see that my order has been sitting in a [redacted] warehouse in [redacted] for the past 3 days.

I went to their [redacted] page, and see that they are apologizing to customers but saying that the products MAY be delivered on Saturday, February 15, or Monday-Tuesday, February 17, 18th. They say they will 'make this right'. but haven't elaborated on what that means. I understand that the weather is a factor in this, but find it very poor that an e-mail couldn't have been sent stating they wouldn't be delivered on time. I have tried repeatedly to call their customer service number, but no one ever answers. It will ring and ring and ring and just cut you off. Or you get put on hold forever and no one answers. I can't imagine what strawberries that have been sitting in a warehouse or in a [redacted] truck for almost a week will taste like.Desired Settlement: Depending on the quality of the items when and if I finally receive them, I would be willing to accept a refund of the delivery charge. HOWEVER, as stated above, berries sitting in a warehouse or truck cannot be good, and in that instance, I want a full refund of the product and the delivery charge.

Business

Response:

Good Afternoon,

In reviewing this customer's order # [redacted]

I find that this customer has been refunded in full $17.67 which is the portion the customer has been charged by Shari's Berries. The [redacted] code [redacted] used on this order has been replenished. Should the customer want a refund of this Promotion Code they would need to contact [redacted] as that is the company they purchased it from.

The order was delivered a day later on February 15, 2014

Thank you,

Review: Ord3ered flowers from the website[redacted]. When you clicked on the date you'd like flowers delivered, prices appears of $9.99. No where on the report did it show that there was a standard shipping charge on $12.99 with an additional $9.99 once you entered a date to deliver. I called an spoke with a rep and she said that I must have missed it on the website and that there was nothing that they could do. A coworker ordered earlier that day, she was also suprised by the "addtional fee" that was not listed. I do not believe that I missed it. When ordering it showed the price of the flowers, only when the order had been completely processed was the entire delivery fee listed and that was on the confirmation email.Desired Settlement: Reversal of the unlisted delivery fee. billing fees more transparent.

Business

Response:

To Whom It May Concern,

We have reached out to this customer via email to direct where to find our delivery costs details and issued a refund of $12.99. Please see email sent to customer below;

Dear [redacted] Order Number: [redacted]

Thank you for contacting ProFlowers throught the Revdex.com (Complaint [redacted]). We understand that you are upset over the additional delivery cost of your order and we apologize for this. We know how very important it is to meet your expectations, please accept our most sincere apology for any inconvenience we may have caused.

For the most up-to-date pricing on all of our shipping options, please visit the following link:

We have applied a refund of $12.99 to the payment method used on your order for the additional diputed charge. Please contact your financial institution to confirm that your funds have been released to your account, if not they will need to check the [redacted] Account Interchange to confirm the funds and transfer to you. After contacting your financial institution, if there are additional questions or concerns please do not hesitate to contact us.

Once again, please accept our apology. Your satisfaction is our foremost objective, and it is only through your feedback that we learn whether or not we are achieving that goal, so please do not hesitate to contact us with any additional comments or concerns you may have. To reach us, you may email us at [redacted] or call us toll-free at[redacted] We are available Monday through Friday, from 7:00 AM to 6:00 PM Pacific Time.

Sincerely,

Review: Ordered there product for mothers day wasnt delivered until 5 days after mothers dayDesired Settlement: a full refund

Business

Response:

To Whom It May Concern,

I have reached out to our customer, please see email below;

Dear [redacted]

Order Number: [redacted]

Thank you for contacting ProFlowers through the Revdex.com. We understand that your recipient did not receive their thoughtful gift on the requested date May 14,20015 and we apologize for this. We know how very important it is to meet your expectations, please accept our most sincere apology for any inconvenience we may have caused.

We have applied a refund of $44.97 to the payment method used on your order. Please contact your financial institution to confirm that your funds have been released to your account, if not they will need to check the [redacted] to confirm the funds and transfer to you. After contacting your financial institution, if there are additional questions or concerns please do not hesitate to contact us.

Once again, please accept our apology. Your satisfaction is our foremost objective, and it is only through your feedback that we learn whether or not we are achieving that goal, so please do not hesitate to contact us with any additional comments or concerns you may have. To reach us, you may email us at [redacted] or call us toll-free at[redacted] We are available Monday through Friday, from 7:00 AM to 6:00 PM Pacific Time.

Sincerely,

Review: I ordered flowers on Feb 13th at 9am. It was suppose to be delivered that same day. 12 hours later my flowers still weren't delivered. Customer service refunded me, but guaranteed my order would be delivered the 14th in the morning. It's now 2:41pm 12/14 and still no flowers. Customer service claims they can not get in contact with the florist, and can't give me the address or phone number to the florist so I can go get the order my self. I don't see how from 9 am this morning till now they still have not been able to contact them. Some how they are sending this florist information about my order, and getting some response that the florist would indeed contact me when its ready, but yet they can't get them on the phone. I feel this is terrible business on both ends. I still have yet to get my order or hear from the florist to pick it up. Yes I am aware that today is a busy holiday, but as a florist and a company who's main business is around this holiday should be well prepared for it. How does a company just not deliver an order, not contact the recipient, and yet promise a delivery time frame from 9am - 8pm for same day delivery. Besides the lady and her supervisor who helped me on the 13th with my refund, the rest of the customer service has been terrible, and pointless.Desired Settlement: One thing is the florist information does not need to be a secret, especially when it comes down to a delivery not being delivered. The time window for same day deliveries need to be shortened and guaranteed. Comcast now has a two hour window guarantee, if they can do it surely these florist can do it. If not this company needs to be shut down, and let someone else come in who can handle the pressure.

Business

Response:

To Whom It May Concern, We sincerely apologize for [redacted] negative experience. We understand that he ordered something special for his recipient and the florist was not able to accommodate the delivery. This is certainly not standard of our service. After reviewing [redacted] account I see that a full refund has been issued for this order in the amount of $86.58. Again we apologize for this experience. I have passed [redacted] feedback to the appropriate department for review. Please let us know if you have any questions or need further assistance. Sincerely, [redacted]Special Programs Support Agent[redacted]