Provide Commerce Inc

Review: I ordered some flowers from this company and my total came to $39.97. However once I put my credit card information in and hit confirm the total went to over $50.00 with fees that was not stated upfront. The site said the shipping was $2.99 to only find out that there was two $2.99 charges and one for $12.99. Which is misleading because you are not told about this until after you pay for what you ordering.Desired Settlement: I am seeking a refund for the order because of the fact that I was charged for things that was not stated upfront. I feel that I was mislead and that is not fair.

Business

Response:

To Whom It May Concern;

A refund has been issued to the customer for the additional charges. We have emailed the customer to inform of the refund and a link to inform of our charges

Please let us know if you have any questions.

Sincerely,

Review: There have been several complaints against this website flower delivery service. This company has falsely display beautiful arrangements of flowers. Lure unsuspecting consumers to low prices but at the checkout end up paying more - not in good faith. The company claims to have fresh flowers professionally arranged and then sends flowers that are old and un-arranged. This website needs to be investigated for its false claims. I was a victim who was embarrassed and disappointed when my wife received her flowers on mothers day.Desired Settlement: Put an end to their false advertising!

Business

Response:

To Whom It May Concern,

On our website's order process the full cost of the order is disclosed on the "review order page", giving the customer the option to exit out of the order if they choose or confirm if they agree to the cost. We have researched order [redacted] and a full refund was issued on May 10, 2014.

Please let us know if you have any questions.

Thank you,

Corporate Customer Service Specialist

provide-commerce

4840 Eastgate Mall

San Diego, CA 92121

Phone: [redacted]

Email: [redacted]

Review: I placed an order for a Love and laughter bouquet. I did not find out until 5/21/2014 that the incorrect flowers were sent. I found this out when [redacted] sent me a picture of her flowers starting to die. I was livid at this point because I ordered a whole purple and pink bouquet of flowers and she received an all white bouquet. I called pro-flowers and told them of my issue and they were more then willing to send the correct bouquet but [redacted] refuses to do so. I was told their was a 48 hr period to call in, which I was not aware of. I used pro-flowers in the past and have always received the correct item that I ordered. This was the first time the order was completely different. If I would of know their was a possibility that the flowers would be different I would of asked for a picture upon delivery but I have never had to do that. If they florist did not have purple or pink flowers they should of notified me with other options. I paid extra shipping just to get the flowers their the same day. Now they refuse to resend flowers and are only offering me 50% reimbursement.Desired Settlement: I just want the correct bouquet sent. The pink and purple bouquet was chosen because it had a special meaning and I feel that pro-flowers deprived me of that. They took the whole meaning and purpose away. This special moment was no longer special because she received a sympathy bouquet instead of what I ordered.

Business

Response:

Our notes indicate that a complimentary order of the bouquet she requested was delivered to her recipient on 5/29/2014. Additionally she was issued a refund in the amount of $32.29 which is 50% of the order and sent a discount code for 35% off of her next order with Proflowers [redacted].

We hope this resolves the issues as requested by our customer.

Regards,

Corporate Customer Service Specialist

provide-commerce

4840 Eastgate Mall

San Diego, CA 92121

Phone: [redacted]

Email: [redacted]

Review: The company sold me the following flower arrangement for my boss.Sapphire Skies Bouquet - DeluxeQty: 1$59.95Sub-total:$59.95Standard Service Charge:$15.99Same-day charge:$4.99Order Sub-total:$80.93Tax:$0.00Order Total:$80.93Amount Charged: $80.93I have a picture of what they advertise as DELUXE, and what they sent. It was completely embarrassing. Instead of being surprised I was disappointed and felt scammed. The number of flowers, color and size of the arrangement advertised have nothing to do with what they sent. At all!. What they sent doesn't even compare to their Standard arrangement, that is cheaper than what I bought. I will like to send the pictures as proof of my claim so you can see for yourself.Thanks,[redacted]Desired Settlement: I sent an email to the company, with the pictures and they sent a refund of $24.29 cents. That only covers what I paid for shipping. What they sent is not even worth the $57 they are keeping let alone what I have to go through because of the embarrassing arrangement my boss received. I want a FULL REFUND. The company ProFlowers can come pick up the joke they sent.Thanks.Isabel

Business

Response:

Hello Team,

Thank you for bringing this customers concerns to our attention. We have refunded the remaining portion of the order for the customer so that the full amount will be refunded.

Thank you,

Review: Company expressed free shipping if Hurry was used as promotional code this is false. I places an order an was charged almost $30 shipping.Desired Settlement: Give free shipping like your commercial states

Business

Response:

There was another issue with this order and we ended up issuing a complete refund.

Customer Service Specialist

[redacted]

FTD Companies, Inc 4840 Eastgate Mall I San Diego, CA 92121

Review: For Mother's Day, I ordered 2 weeks beforehand because they promised to deliver on Thursday, 5/7

or Friday, 5/8. I paid for standard delivery and it was not delivered until late on Monday 5/11, 3 DAYS LATE! My mother thought that I forgot Mother's Day and became upset with me, while Proflower did not contact or notify me that the flowers would not arrive in time! This is extremely irresponsible, since the model of the florist business is all about delivery on PROMISED time!

Secondly, once it was delivered, it was not even close to what I ordered and paid for. I have photos of what I ordered, and what my mother received. On top of the terrible late service, the flowers are extremely ugly and does not remotely resemble what I ordered. It looks worse than a potted plant from my local Vons, with broken stems and random sticks out of the pot. Needless to say, that's why my mother thought I sent the flower on Sunday night. It looks horrible, with wilted flower. How does that even work? I ordered a POTTED plant to avoid wilted looking flowers!

Order number: [redacted]

Email used: [redacted]

Delivery address: [redacted]

UPS Tracking: [redacted]Desired Settlement: I would like an apology card sent to my mother (ProFlower apologizing for the late delivery of their product AND the misrepresentation of what the product actually looks like). I also want a full refund for the emotional problems that this unprofessional business has caused.

Business

Response:

Hello [redacted],

Review: I ordered the "Week of Romance" gift which is a 5 day gift package for $129.94. Upon finalizing my order I realized in shipping alone I was being charged $72.93. One standard delivery fee of $17.99, the 5 standard delivery additional gift fees of $9.99 and a Feb 12th Guaranteed Delivery Fee of $4.99. I called the company immediately because how was it possible that my delivery fee was almost as much as my gift.

I spoke with a customer service rep named [redacted] who stated the company charges a standard delivery fee for the item, which is the $17.99 and since the item was being delivered on 5 separate days the additional $9.99 fee per day. She did refund my $4.99 fee because this gift must b delivered within 5 consecutive days. But I felt like this was a bait and switch. They offered me a product and then charged me immensely on delivery fees. If I am paying $9.99 per day why is there a fee of $17.99. It does not make sense and it seems they are ripping off there customers.Desired Settlement: I would be happy to have my $17.99 fee returned to me because I am already paying $9.99 per day.

Business

Response:

To Whom It May Concern; Thank you for contacting us regarding [redacted] order; we apologize for any confusion and disappointment with the shipping fees associated with this multiple day gifts. [redacted] satisfaction is important to us. We would be happy to refund $17.99 to her order to help with the cost of the shipping fees.

Please allow 5-7 business days for the refund to process. This is an amazing and thoughtful gift and will certainly bring a joy to the recipients; we appreciate the chance to be a part of this special occasion. Please do not hesitate to contact us should further assistance be needed.

Sincerely,

[redacted]

Special Programs Support Agent Customer Service Specialist

T [redacted]

E [email protected]

An FTD Company FTD Companies, Inc

4840 Eastgate Mall I San Diego, CA 92121

[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: Proflowers.com was advertising Mothers Day flowers for $19.95. They discretely added on several more varies charges that were not evident to me until I processed payment through PayPal. I contacted the company immediately and request a refund. They said they could refund everything but the shipping cost with was approx. $6.99 + $12.99= 19.98 I feel the company should have refunded 100% because less then 5 minutes had past from time of order to cancellation. I also believe they used an illegal tactic of bait and switch . It was cheaper to let the order go through then to receive no flowers at all and lose $20 in shipping cost.In other words I didn't get the advertised price of $19.95 with all the add ons, I had to pay over $50 !!!!This company should be repremended for its illegal and unethical practices!!!Desired Settlement: The business should be shutdown or forced to legitimize it's practices!!!

Business

Response:

Good Morning,

We have reviewed this customer's order #[redacted]. The customer selected an upgraded delivery for Saturday which incurred an additional $9.99.

This customers order has been refunded in full in the amount of $50.28.

I am including an attachment to show the order process as it appears on the final billing page prior to the customer confirming the order.

Sincerely, [redacted]

Review: I own my own email server, and when I sign up and place orders for companies like Proflowers , I create a one time use email address. In this case [redacted] I have just started receiving malicious spam that attempts to damage / hack my computer to that email address.The only place that has that email is company Proflowers.This means that either, they have sold my email address or have been hacked.When I tried to talk to them and get someone who was more than a customer service rep, I was blocked, when I asked for incident number or some way to follow up , I was blocked This is not acceptable as I now fear my personal information has either been sold or stolen by proflowersDesired Settlement: confirmation that my id has not been sold or compromised by proflowers

Business

Response:

Our apologies for the delay in responding to this complaint. We are as shocked as Mr. [redacted] is that he is receiving malicious spam that attempts to damage / hack his computer to an email address that he setup for the sole purpose of placing orders with our company. The director of customer service is looking into this issue in conjunction with our information technology team. As soon as we find the answer we will contact you and this complainant back with more details.

Again our apologies,

Review: I attempted to make a purchase on December 14th of a Christmas present. The promised delivery date was the 20th, but I received an email on the 23rd. I called on the 23rd afternoon, and was told that it would be there this evening. I called again at 10:00 and was told it was never shipped.Desired Settlement: Its a Christmas gift for my mother-in-law. The only gift I bought. I want them to overnight the necklace so it would be here on the evening of the 24th.

Business

Response:

This complaint was filed on 12/25/2013. In

the complaint the customer is asking that we overnight her gift to arrive on

12/24/2013. While we are unable to undo what was done I do show the gift is out

for delivery today. Additionally we have refunded her shipping charge and sent

an apology gift code in the amount of $20.00.

Regards,

Corporate Customer

Service Specialist

provide-commerce

4840 Eastgate Mall

San Diego, CA 92121

Phone: [redacted]

Email: [redacted]

Review: The company advertised on tv commercial a said price. The website showed the same and throughout the ordering process and showed $4.99 for shipping. Once I entered credit card information I still was not given a total price and was unable without confirming my order at which time there was and additional shipping fee of $14.99. That additional shipping fee was not available to me until the order had been processed. This is a very deceptive practice of not letting the consumer know of the actual shipping fee which ultimately was the same price as the product. Had I known the shipping would be $20 to ship 6 strawberries I would never have done this. Shame on you Sheris Berries. Fix this crooked practice you are doing. I want this changed on that website and may begin a petition to further this interest.

Business

Response:

Hello,

Thank you for bringing this matter to our attention. We have emailed the customer assuring them that a complete order total breakdown is displayed on our "Review Order Page" prior to the customer confirming the order. I also sent them the information regarding our delivery fees and sent them a $10 gift certiicate to offset future shipping costs.

Review: I placed an $80 order well in advance of Valentine's Day for Chocolate Covered Strawberries and Roses for my wife. To quote unquote "guarantee" delivery on February 14th, I was charged an additional almost $70 for a total of $148.

At the time of my order, the reports of inclement weather in the Northeast had already been made public all across the country and if a business ships nationwide, should be aware of any restrictions or limitations to their guarantee. That said, they went ahead and took my money without advising of any potential delays in delivery. I received an email on the day of expected delivery advising of weather related delays and I went ahead and processed the order. My decision to do so was based completely on the fact that their website "GUARANTEED DELIVERY" by the 14th even though the northeast was experiencing inclement weather conditions. Needless to say, my wife went without her gifts on Valentine's Day and I was lied to an overcharged for services they knew they would not be able to provide.Desired Settlement: I would like to have my shipping charges returned to my account as well as a change in policy that would take all factors into consideration before false guarantees are made.

Business

Response:

Hello,

Thank you for bringing this matter to our attention. We have reviewed the customers account and have refunded the requested amount of $37.97 for the Standard Delivery $17.99, Morning Delivery $14.99 and February 14th delivery $4.99. Our records also indicate that we have sent a complimentary replacement order and a $20 gift code to be used on a future order.

Thank you,

Review: We ordered a beautiful bouquet from the online photos. This bouquet cost $60.00 delivered. This bouquet consisted of roses and other beautiful flowers and was pictured in a big clear glass vase (included in the order). The item delivered was absolutely NOTHING like the picture. The delivered item consisted of a couple of cheaply dyed carnations and some yellow weeds. It was delivered in a blue drinking glass. Our family was humiliated. We went to the florist to ask her to please replace the order, assuming there was a mix up in orders. She was very rude, and kept telling us how much money she makes from each order. She kept repeating that she only gets a little over $12 for the bouquet we ordered. This is not my concern. I spent $60.00 on a large, rose filled bouquet and she delivered a gross misinterpretation of this. The item she delivered could not have cost her more then $2-$3 dollars. Including the glass. She refused to change anything. No other arrangement would be delivered and no refund made. I have looked at [redacted] to see if anyone else may have had a similar experience. It seems to be the normal practice for her. She has a very high rating when you look at her website. Again, a GROSS misinterpretation. This women is ripping people off. She shouldn't have a license.Desired Settlement: This business should be investigated. She is collecting a lot of money and it is not being used for the products. She has a very dishonest practice. She should be made aware that she is being investigated and watched to keep her from ripping off more innocent people.

Business

Response:

Dear ms. Gaby Garcia,

we need more information regarding this order, our system does not show any transaction on 7/6/2014 . we need to know if they purchase the arrangement from our website or other wire services like [redacted] or others which is different story, we need to have recipient full name and add. to find the order,please respond asap.

regards,

Consumer

Response:

The order was from the ProFlowers website. The recipient was [redacted] at [redacted] The item ordered was labeled "How Sweet it is" (photo of what was ordered is attached)and that item was supposed to be delivered on July 7th. My order confirmation says it was. We were at her home, saw it, and went directly to [redacted] to resolve the problem as their business information was attached to the card with the misspelled names of my family.

ORDER# with ProFlowers is [redacted]

Business

Response:

Please let our customer know that the florist has been reported to Upper Management. The order was refunded in full on 7/16/2014 and a complimentary order was sent and delivered on 7/22/2014 to the recipient.

Corporate Customer Service Specialist

provide-commerce

4840 Eastgate Mall

San Diego, CA 92121

Phone: [redacted]

Email: [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,

This response is a LIE. The business in question refused to do anything to correct the situation. The woman stated that it wasn't her problem. She said she would not fix the arrangement or refund any of the purchase price. She advised me to talk to the company that sent her the order because they don't pay her enough. After a very frustrating and lengthy call to Proflowers, the decision was that [redacted] would go to the recipients address the following day (JULY 8TH) and pick up the ridiculous glass of flowers. Proflowers then suggested that a different Florist would be contacted to deliver a new arrangement that looked like the item ordered. THIS WAS TO HAPPEN ON JULY 8TH. [redacted] NEVER picked up the embarrassing glass of flowers and they did not refund anything. They DID NOT send a COMPLIMENTARY arrangement either. THESE ARE ALL LIES. After more contact with Proflowers customer service, they did refund my original order (NOT [redacted]) and I did purchase a different arrangement for my Grandmother AT MY OWN COST.

Review: Ordered Flowers one month prior to delivery. 2 days before delivery was told it was going to be a day late. Did not arrive on LATE date either!!!! Tried to have order cancelled. Was told it couldn't be cancelled. After several calls was given full refund and told flowers would still be delivered. A week later still nothing...( delivered when? next year??)Desired Settlement: Warn others to avoid this company.

Business

Response:

Hello Team,We have reviewed the comments submitted by customer [redacted] and have recovered the following information.The customer placed their order on December 1st to be delivered December 17th. On December 12th the customer called in to request the order be cancelled as he did not want the recipient to get these flowers from him. At that time we submitted a request to our operations team to cancel the order and the order was subsequently cancelled. As the order had not shipped the order was never charged and no refund will process. We have verified in our bank of record that the order did not charge and any authorization on his credit card should fall off in accordance with his financial institution.Thank you for your time, and please let us know if we can be of further assistance.Have a Happy New Year!Thank you,[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,

I did not cancel my order because I didn't want it delivered. I wanted it cancelled because it was already late past 2 PROMISED delivery dates. I did not want dead Christmas flowers delivered in January!!

Business

Response:

To Whom It

May Concern,

Review: ProFlowers advertised $49.99 for 2 dozen long stem red roses with vase but does not include all the charges until the consumer checks out. These are the additional charges upon checking out my order which brought my total to nearly $89.

1) $15.99 for standard delivery

2) $19.99 delivery in Hawaii

3) $2.99 for handling

I received a confirmation email from ProFlowers for the order but no confirmation of the cancellation of the order and charges on my credit card is pending.Desired Settlement: ProFlowers should be up front with their charges & not mislead consumers into completing the order & being charged an additional $39.97 from what they advertised.

Business

Response:

To Whom It May Concern,

We have research this customer's account and order [redacted] has been canceled and no further action can be taken.

Please let us know if you have any questions.

Thank you,

Corporate Customer Service Specialist

provide-commerce4840 Eastgate MallSan Diego, CA 92121Phone: [redacted]Email: [redacted]

Review: On Valentines day 2014 I ordered flowers, I had an issue so I was given a credit in the form of a code. Valentines day 2015 comes along and a week before Valentines day I tried using the coupon code. I called and they said it will be taken care of. I never received a call back so I contacted them again and they could never figure it. They then told me that the code expired one year from the date I was issued it. I explained if that was the problem it should have worked since I was trying to ordered it a week before Valentines day. The customer service rep told me she would try and get the code reactivated and contact me again. I was never contacted back.

The coupon code is [redacted]

The amount of the credit should have been between $65-$70.Desired Settlement: I just want my credit back.

Business

Response:

Good Afternoon, We have reviewed this customer issue and have reached out to him via phone and email. We are happy to refund his expired Store Coupon. Once he cx calls in we will process a refund manually as the transaction is no longer available in our system. Sincerely, [redacted]

Review: Ordered a bouquet for 93 year old grandma's birthday and it never arrived. Spent 40 minutes on phone with customer service who "resent" the order to the florist. Customer service refused to refund "same day service" rate even though it will supposedly arrive two days AFTER the delivery. Never again.Desired Settlement: I would at minimum like a refund of delivery charges, particularly the "same day delivery" fee.

Business

Response:

Customer was refunded same day fee on 2-11-16 and a refund confirmation was sent – per customer preferred resolution – we refunded balance of shipping and sent a $25.00 make good coupon for good will.

[redacted]

Customer Service Specialist

FTD Companies, Inc 4840 Eastgate Mall I San Diego, CA 92121

Review: I placed an same day delivery order for a birthday gift for a friend on 2/22/16. The order was not delivered. At 8:33 p.m., I received an email about a delay in the order.

I contacted the Pro Flowers and informed them that the person was off of work and the flowers was suppose to delivered to her home. After I call and ask if she received the flowers, she replied, No. Quite embarrassing. I contacted the florist to have them deliver a different address since she would not be at home, but to her job and I provided her cell phone number. No flowers were delivered. On late Wednesday, the flowers were delivered. I received an email and text from my friend. Flowers were turning brown and petals were falling off everywhere. Thursday, I contact ProFlowers who promise to pick up the flowers and replace them with new flower. No flowers were delivered as promised. Pro Flowers contract out their florist and would not provide me with the name of the florist that delivered the flowers. They stated someone would pick up the flowers and refund me. The customer service is terrible and they lied about the delivery. The representative speak broken English and did want to admit their errors.

I will never use this agency again. Also, my friend stated that she had used them and they delivered her some flowers and ants were covered in the flowers and all over her desks. She had to throw out the flowers.Desired Settlement: I want a refund of my order. Which came to a total of $59.97.

Business

Response:

We processed a full refund for our customer's order as requested and sent her an email confirming this.

Customer Service Specialist

T 866.526.[redacted]

F 858.638.[redacted]

E [redacted]

FTD Companies, Inc

4840 Eastgate Mall I San Diego, CA 92121

Review: I am writing in regards to a complaint that I have with your companies policies with refunds and customer service. I find your policies and the way that you handle problematic situations to be very deceptive and unhelpful. If I complain to Shari’s Berries or even to the shipping company that you use to ship an item that I paid shipping for, everything has to be done through you. When I originally complained to UPS about not delivering an item, I was told that I had to get the refund through you because you were the “sender”. Then when I contact your company you only offer to refund the monies that I paid with my credit card and not the $15 coupon that I paid for from [redacted].com. It’s the shipping company’s fault. They say that they refunded you, and I only get $14.00 back from you and a $15.00 credit on a future purchase. That isn’t customer service! You offer that every day in promotional emails. This is a tactic to encourage the customer to spend more money. This is not fair and specifically why you got a high volume of complaints on your [redacted] page.

Second, I sent an order of flowers that were sent late and delivered to the wrong address. Fedex apologized for the tardiness, but now I have to go through your company again. You win. I just won’t order from you again.Desired Settlement: I want a refund of all of the monies I was cheated out of. If UPS and Fedex refund you then why would you only give me a partial refund?

Business

Response:

We can only refund the customer the amount charged by us. As such, we have refunded the $14.94. The customer purchased a [redacted] offering $40 off for the $20 voucher purchase. The $20 cost of the voucher was not paid to us. The customer can contact [redacted] to receive the $20 cost back via refund or the purchase amount can be transferred toward another [redacted] purchase.

Customer Service Specialist

P: (858) 729-2800 ext. [redacted]

F: (858) 638-4725

E: [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,

Terrible service , my husband placed an order well in advance for berries and roses for me for Valentine's Day and when the order arrived there was no roses. When I called she said well I'll just look for something else for replacement, I want what I ordered not what they choose as a replacement. Then she said they'd send the roses and they'd be here on the 16th 2 days after Vday, umm no thanks. She then said she'd send me a voucher to use at the store anytime, like I'd ever do business with them again. I then ask for a refund and was told it would be 5 to 7 days so needless to say my Valentine's day was ruined I advise no one to order from them!