Provide Commerce Inc

Review: On 2/12/14, I ordered what was advertised (order number available upon request) as two dozen long stem roses. Proflowers advertised that the roses were guaranteed fresh for at least seven days and have a 100% satisfaction guarantee with their website advertising your money back if not satisfied.

The flowers arrived on 2/14/14, with all of the flowers wilted and more than half of the flowers were short stem roses (a blatant difference from the advertisement of 24 long stem roses), with broken stems. By the end of the same day, all the flowers were dying (slumped), or dead. The flowers were trashed the next day as my girlfriend with severe physical health problems that the flowers were for was upset over the gift and trying to bring the flowers to life; however, time stamped photographs were taken with my IPhone to document the problem. Proflowers false advertised the product (long stem vs short stem delivered, guarantee to last seven days), has ignored three emails, and I was hung up on over the phone after waiting for 45 minutes.Desired Settlement: All I want is the exact amount I spent, 118.33, refunded to the card I used for purchase, as promised on the satisfaction guarantee their site. I don't want anything extra, although they caused a lot of emotional damage and lost time.

Business

Response:

Hello,

Thank you for bringing this matter to our attention. Upon reviewing this customers account we can confirm that this order has been refunded in full as of 2/16/2014. No further action will be taken at this time.

Thank you,

Review: I recently received flowers delivered by Proflowers with the following note on the card "Mom, I love you -- My Name" The issue is that I'm that person but I did not send myself flowers nor did I send anyone else flowers. I asked Proflowers to tell me who sent them...they said they could only ask the purchaser to contact me and tell me who sent them. No one has contacted me and Proflowers said there is nothing else I can do.

The problem is that I don't have any children. Also, my mother has Alzheimer's Disease so I asked her caretaker if she helped her send me flowers...she did not. This seems to be some kind of cruel trick and has really upset me. I need help in finding out who sent these flowers to me and why they did this. No one in the family knows anything about this.

This is the last response from Proflowers...

Dear [redacted]

Thank you for contacting us regarding a recent delivery. Please accept our apologies but this account is locked and under review and no further information is available.

Should you wish to pursue further action or information, you will need to contact your local authorities. We will be cooperative with the authorities should they contact us for further information. We can release information ONLY to the authorities, and only if they FAX us this request on official letterhead, with the case number included on the form. (Fraud Fax number is 858 909 4204). We will not respond to faxes for information from fraud victims or credit card companies/banks.

Please let us know if we can further assist you.

Best Regards, [redacted]Desired Settlement: I need to know who sent these flowers and played a cruel trick on me and my mother...as this is what it seems. If they were sent with no malice and the card was just done incorrectly, someone would have contacted me about it but this is not the case.

I appreciate any help that you can proivide. I'm disabled and this is very troubling to me and has upset me very much.

Business

Response:

Hello Team,

Thank you for bringing this customers concerns to our attention. As the customer has stated we have emailed her advising that this account is now held for review and that we cannot disclose any information without a formal request from law enforcement. In matters such as these we are only able to release information to the proper entity (police, courts etc.) so that the matter can be handled justly.

Thank you,

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.

Since the business is not willing to provide the information I need to discover who sent this harrassing item to me, I need advice on how to involve law enforcement to force them to tell me who did send it. Can you advise me on which law enforcement entity to contact and how to contact them? Thank you

Regards,

Business

Response:

Hello Team,

Thank you for relaying this customers continued concerns. We advise customers in matters such as these to file a formal complaint with their local law enforcement (designated to their physical address). The law enforecment can then contact us for detailed information to assist in any way necessary. The Fraud Team will only respond to law enforcement or court subpoenas. These requests for information must be FAXED (858-909-4204) on official letterhead, with an assigned case number and phone numbers that our Fraud Team can use for verification. Faxes will NOT be accepted from individuals, credit card companies, employers or financial institutions.

We hope that this helps the customer with their next steps.

Thank you,

Review: When you order the flowers there is a calendar that shows a blue box, a green box, and a purple box. The blue box shows NO shipping fee for the days on the calendar that are blue, the green box shows shipping for the green days, and the purple for the purple days. So when I ordered my flowers I was not expecting to pay over $16.99, the price as to which I was promised. Then I get an email saying I have to pay $41.63?! I had to quickly cancel my order because I do not have the funds to get flowers for $41.63, so I was upset because they were for a lovely person. I was hoping not to spend that much since I was promised 15% off of $19.99. I will NOT use ProFlowers ever again. Ever. That is crude and just wrong to take someone else's money without telling them until AFTER they put their credit card information into their system.Desired Settlement: I'd like my money back in my bank account if it were taken out. I don't have much money and it's ridiculous that this even happened.

Business

Response:

Because the order that was placed was immediately cancelled she was never charged for it. I verified this as well by checking our billing system to make sure of this. In regards to our shipping charges if she will look again at our website again she will see noted on the delivery calendar on each delivery date available there is always a standard delivery charge. Some dates have an added amount to that charge to have an order delivered next day, on a Saturday or on a holiday which is indicated by a plus sign and the amount fo the extra charge on top of standard delivery.

Regards,

Corporate Customer Service Specialist

provide-commerce

4840 Eastgate Mall

San Diego, CA 92121

Phone: ###-###-####

Email:[redacted]@providecommerce.com

ProFlowers | RedEnvelope | Cherry Moon Farms | Shari's

Berries | Personal Creations

Review: ordered flowers earlier this week for deliverly today, not accomplished. The money was taken from my account. Now I'm told no delivery till Tuesday,no changes!Desired Settlement: on Monday, next business day!

Business

Response:

Good Afternoon, We have reviewed this customer's order number [redacted] order was delivered on Feb 14th, a day later that originally scheduled. the order has been refunded in full

Review: This is the 2nd order since October that I have placed with company that the flowers were delivered dead. I am typically very satisfied with their service but now a pattern has begun and I am very dissatisfied with my experience.Desired Settlement: I would like to receive a refund and cut ties with the company.

Business

Response:

I emailed this customer a pdf of the complete refund we processed on 2/11/2014. Additionally I sent her a $50.00 gift code in the hopes that she'll reconsider her decision to break ties with us and give us another try.

Corporate Customer Service Specialist

provide-commerce

4840 Eastgate Mall

San Diego, CA 92121

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.

Thank you very much for the assistance in the matter. I truly appreciate all the help.

Regards,

Review: I ordered 100 lilies to be sent to my aunt’s house for her 60th birthday and they showed up dead. Frozen and in a puddle of water and dead.....are you kidding me. She thought someone was playing a mean joke on her, she actually cried until she seen the card and realized it was a mistake. She was embarrassed to call and tell me about it. I ordered flowers from ProFlowers 7 years ago and they showed up dead and I had to fight to get a replacement order and my money back. I thought 7 years later maybe ProFlowers is better and I would give them one more try......but nope ProFlowers sent dead flowers to a woman on her 60th birthday, they ruined her birthday. Don’t they check flowers before wrapping them?? This is unbelievable. To think I actually gave ProFlowers another chance and they blew it.Desired Settlement: Refund and new order

Business

Response:

To Whom It May Concern,

We a full refund has been given to the customer and a replacement to the recipient with our sincere apologies has been sent.

Please let us know if you have any questions.

Thank you,

Corporate Customer Service Specialist

Review: I placed an on line flower delivery order, paid a premium to have it delivered next day for my daughter's birthday, and the delivery did not take place. When I contacted ProFlowers "888" service number they could not sufficiently answer my question why the delivery did not taker place nor was it absolutely clear that they would be certain the delivery would ever occur. I have used their services in the past and for that reason trusted they would live up to their guaranty. Unfortunately, I am embarrassed and very unhappy with their lack of professionalism.Desired Settlement: I am not letting them off the hook by demanding anything. I think they should be capable of answering for their problems and make those issues right for me, the consumer, without me making it easy on them. It is THEIR responsibility to correct their issues.

Business

Response:

Hello Revdex.com team,

Thank you for bringing this customers concerns to our attention. We have reviewed the details of this customers account and have discovered that the order in question has been refunded in full as of 05/01/2014. We hope that this resolves the matter.

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: I received roses from my husband. The guarantee started the roses would last at least 7 days and they didn't last 4. I contacted them several times and provided the requested information and they would never respond with a resolution.Desired Settlement: Refund my husband's money or replace the roses with ones that will last thru the guarantee period.

Business

Response:

To Whom It May Concern,

We have researched this order and have issued a full refund to the Sender and a replacement (Order [redacted] )

to the recipient.

Please let us know if further assistance is needed.

Review: I saw three different ProFlowers TV commercials that advertise three different promotional codes; "student", "stunning" and "brilliant". I tried all three codes and the prices don't change. I was supposed to get 50% off. I emailed Pro Flowers about this and they said some of the promotional codes are false advertising and don't actually work. They were not able to confirm if any of my codes worked.Desired Settlement: ProFlowers should stand by their TV advertisements. Isn't false advertising illegal? It seems like the advertisements attract people to the site but don't provide any discount. Customer service was not helpful either.

Business

Response:

We have searched our database and can find no record of this person ever placing an order with us. Would you ask him to provide the phone number he called in on and the date and time of the call so we can pull that call out to review. If our agent did say what the complainant states he or she said we certainly want to address this issue head on.

Thanks in advance for your help with this issue.

Sincerely,

Corporate Customer Service Specialist

provide-commerce

4840 Eastgate Mall

San Diego, CA 92121

Phone: [redacted]

Email: [redacted]

<a title="http://www.proflowers.com/

http://www.proflowers.com/blocked::http://www.proflowers.com/" href="http://www.proflowers.com/">[redacted]

Business

Response:

From: [redacted]

Sent: Tuesday, March 11, 2014 5:08 PM

To: l[redacted]

Cc: [redacted]

Subject: RE: You have a new message from your Revdex.com regarding complaint [redacted]

Review: So this is the third time this company has not delivered the flowers after we have paid and placed orders , the problem is its mothers day so when they don't get delivered a Mother goes without and we get to feel like we didn't take care of Mom on here day , so I called today to talk to them about this and they tell me I can't talk to a supervissor and one will have to call me back 24-48 hours ( are you kidding me ) this is a pretty big deal to little old me but I guess Proflowers has just gotten too big to be good as they say because now when they drop the ball you can't even talk to a supervissor till after mothers day ( isn't that nice ) or they have so many people that this happens to they just can't handle the calls , turn me over i'm DONE , no way i'm that unlucky three times now , this must happen a lot and I mean a lot.Desired Settlement: A late Delivery of Order and complete refund this is something you can't fix , when you drop this ball you hurt people we have lost all faith in this company and any other flower company's that they own.

Business

Response:

We have refunded this customer $50.93, I assume the difference is the 20% discount applied to this order. Additionally, we did ship and deliver on 5/20/2014 a replacement order to his recipient.

Regards,

Corporate Customer Service Specialist

provide-commerce

4840 Eastgate Mall

San Diego, CA 92121

Phone: 800-233-9551

Email:[redacted]

v

Review: I paid for and expected my purchase to be delieverd to my husband at work on February 3rd. Like most businesses, they close at 5:00pm. The purchase was not delivered during the designated time frame they told me. We have not had bad weather in months so since they didn't deliver what they said, I want a full refund!!!

Business

Response:

To Whom It May Concern,

Please see email sent to our customer regarding the order [redacted] and resolution.

Dear [redacted] Order:[redacted]

Thank you for contacting Shari's Berries through the Revdex.com (Complaint [redacted]). We sincerely apologize that your order was not delivered on the requested date. We have completed our research and can confirm that you have not and will not be billed. Per our bank of record the authorization is no longer holding any funds. We request that you please verify this with your financial institution.

A replacement order [redacted] has been issued and scheduled for delivery 2/6/1.

Your new promo code number [redacted] for the amount of $30.00 which is valid and active through 3/30/15.

This promo code can be used over the phone or on our website. When using a promo code please enter the code in the Special Codes box located on the "Review Your Order" page before you check out and confirm the order. Entering the code in a different location may cause your discount not applying to the order properly

If you have already placed your order, please let us know and we can either apply your promo code to your order or refund you the appropriate amount.

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 our 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,

CCSS [redacted]

Review: Proflowers has the most pathetic excuse for customer service I have ever encountered. I have been trying to resolve an issue of being overcharged (that supposedly was taken care of as soon as I placed my order) for two days now and I have yet to be contacted! I have called 5 times and sent 3 emails and still cannot get a response from anyone. Horrible, horrible customer service, and screwed up website that changed the pricing on my order! DO NOT USE THIS COMPANY!Desired Settlement: At this point, I would like a full refund to compensate for the amount of time that I have wasted out of my work day trying to resolve this issue!

Business

Response:

To Whom It May Concern,

We have researched this customer's order and a full refund has been issued back to the customer.

Please let us know if you have any questions.

Thank you,

Review: I ordered the Organic Orchards Garden Hod Basket for my mother for Mothers Day: [redacted] On CMFs website, there are two photos of this basket, clearly showing what it looks like (wooden with a handle); it's also described as "Fully Functioning Wooden Garden Hod Basket." So my mother sent me a photo of it, because she wanted to let me know she got it. I noticed right away that it was not the basket I ordered. I emailed CMF the photo my mom sent me, asking that the original basket that I ordered to be sent to my mother. Between three emails, a phone call and a Facebook post, my problem still isnt resolved. CMF resent the basket, and today, my mom received the same incorrect (non-wooden, no handle) basket. If a business is selling a product, I expect the product as it is shown in photos and in the description. I don't know who fulfills CMF's orders, but it makes me wonder: If they're willing to skirt by on the baskets, is the fruit even organic? The USDA Organic logo the company uses on its website is not the logo from the USDA. I called the National Organic Program at the USDA, and they dont have a record of Cherry Moon Farms in its system. [redacted]Note: If I can provide photos and other documentation, please shoot me an email and instruct me as to where I should send those. I have my original order, the second order confirmation, photos of both baskets and what is displayed on the CMF website to show the discrepancies.[redacted]Desired Settlement: Two options: 1. Send my mother the wooden hod basket with the handle that I paid for.OR2. I want a full refund to me, and CMF either removes the photos and description showing the wooden basket on this product from the site OR there is notice given to the customer that the basket may be switched.What happened is bait and switch, and it shouldn't happen to anyone else. Either they produce/send these baskets, or they do not.

Business

Response:

Good Afternoon, This customers' order has been reviewed. Our sincere apologies that 2 attempts at fullfillment did not meet the customers' expectation. This customers concern has been forwarded to the appropriate department for review. Additionally the order has been refunded in full per the customers' request in the amount of $108.15. Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and accept it only because I got a full refund.I still believe they are running some type of bait-and-switch scheme, as they sent an inferior product twice without forewarning me or explaining in small print that the product could be switched to lower quality. (The only reason I found out was that the recipient sent me photos.) From my research, it looks like the violated California's Civil Code Section 1770.Please respond if there is any way to report my suspicions. I will assume that I need to contact the Secretary of State (?).

Regards,

Review: An attempted purchase for flowers with a total cost of around $25 was made. The final cost was $50.81 after adding a "standard delivery fee" of $12.99, a "guaranteed may 8th delivery" fee of $4.99, and a "care and handling" fee of $2.99. None of the fees were disclosed before entering the payment method. The next screen was the "confirm order" screen. "Confirm order" button was at the very top of the page and the final total cost was at the very bottom of the page with the advertisements. Upon learning that the cost was twice the amount expected, I called to cancel. They stated that they could not cancel because of the "guaranteed delivery". I never approved of a "guaranteed delivery".Desired Settlement: I would like for the company to cancel the order and refund my money. I could afford the $25 for flowers but $50 is not what I budgeted for this gift. They also need to amend their practice policies so that they are not taking advantage of their customers.

Business

Response:

Though we were unable to cancel this order we have refunded it in full. Our apologies for any confusion regarding the shipping and handling fees. Regards,

[redacted]Customer Service Specialist[redacted] An FTD Company–––––––––––––––––FTD Companies, Inc4840 Eastgate Mall I San Diego, CA 92121

Review: I ordered a tulip bouquet with a vase. I received two emails showing what I purchased picture in the emails, yet upon delivery the flowers were not accompanied by the vase I picked. I called customer service and received rude and completely unhelpful service that basically blamed me and called me a liar. I then emailed customer service and was told that they did not see a vase included in the order. Again, absolutely no help and actually even worse . . I was dismissed altogether.Desired Settlement: I feel Pro Flower owes me a refund for 1) Ruining my special occasion, 2) for non-performance of delivering product ordered and 3) For the rude unjust way in which I was treated. Had either attempt been met with professionalism when I contacted customer service this Revdex.com complaint could have been avoided and would have never been filed.

NOTE: I will not accept a discount coupon towards a future purchase. I will consider a partial refund as I did a least receive something of value delivered, though it ruined our special day by not being delivered fully as ordered.

Business

Response:

To Whom it May Concern,

Review: I ordered the Sweat as a Daisy potted plant for my father in law order number [redacted], however he did not receive what I ordered, he received a few daises stuck in some Styrofoam. This is un-acceptable, can you please send the correct order and/or refund my money. I have been a customer of pro flowers for several years and have never had any trouble like this before. I expect a quick resolution to this issue or you may lose me as a customer. They never responded to my complaint through their customer feedback link.Desired Settlement: Send the correct order and/or refund my money.

Business

Response:

We have refunded this order in full and sent the complainant's recipient a replacement order of a similar item. I have emailed the complainant directly to advise what has been done to resolve his issue.

Review: I placed a flower order on 12/5/14 and everything was fine. then spent the entire next 8 days calling customer service to only be told that they didnt have any information to tell me how to fix my order issues.

they stated the order was "under review" and someone would call me back in 48 hours. that happened 3 times and no one ever made an attempt to contact me.I asked multiple times to speak directly with

a supervisor and either was told no, or just hungup on. finally after the 8 day period, (the day before the flowers were supposed to be delivered to a friend who is getting life threatening surgery)

was told that the order was not going to be completed and was rejected. leaving me absolutely no time to find replacement flowers, and was only told of this "rejection" because I called yet again

and insisted to get an answer after being on hold for 40 minutes. on top of all the horrible service, and my friend now not getting the flowers they were expecting from me, they also charged my credit card

past the authorization point. when they havent provided a service at all. when I told the representatives this, they simply told me that I was wrong, not one person I spoke to (total of around 8 or 9)

provided me with an ounce of customer service or help.Desired Settlement: I wouldnt like them to send any flowers at this point, I would like to be returned the money for all the stress and aggravation this company has put me through for over a week and provided me with

absolutely nothing that justifies them taking my money.

Business

Response:

To Whom It May Concern,

We have researched this customer's account and the order in questions was never charged. We have emailed the customer and requested that they please verify this with their financial institution.

Thank you,

Review: Ordering for Valentines day 2015, I came across a 20% off coupon for proflowers.com. I went to their website, entered the coupon, began shopping. Found something on sale for 31.99. I added it to my cart, and it also explained I would receive free shipping if my delivery didnt fall on Valentine's day or the day before, so I chose 3 days before the holiday. It then offered to add an extra gift for a small price, so I chose the teddy bear, on sale for 7.99. I confirmed my order, signed in with paypal, and filled out the required shipping information. The confirmation screen said free shipping, but didnt apply the 20% off yet, it said it would be applied at checkout. I confirmed. The next screen showed my confirmation number and a new total of over $60. The details and showed that they applied the 20 percent discount , a new 15 dollar shipping fee, and a 3 dollar care charge. Also, the new price of my original item became 39.99, and the teddy bear cost 9.99. I called and she explained the same thst was on this screen, but this is not what I agreed to.

Product_Or_Service: flowersDesired Settlement: Desired Settlement: Refund

I want the advertised discounts, or cancel my order.

Business

Response:

To Whom It May Concern,

We have reveiwed order [redacted], please see below email sent to the customer;

Dear [redacted] Order Number: [redacted]

Thank you for contacting ProFlowers through the Revdex.com. We understand that there was some confusion regarding our promotional offers and the final 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.

Per our guidelines we honor one promotional offer per order. Discounts do not apply to shipping, handling, or taxes, and cannot be combined with other offers or discounts. We do often slash prices and offer a addition promotional discount to this already discounted price. We believe the promotional offer you refer to is this 'the slashed price' of the item, and we understand that you also wanted to take advantage of the free delivery promotional offer.

We have applied a refund of $24.37 (20% off 31.99, care and handling and delivery cost) to the payment method used on your order ([redacted]). 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: Real simple, Their website advertises flower delivery such as valentines day advertising flowers in beautiful arrangements with guaranteed delivery. The only problem is , no where on the site do they tell you that your valentine is going to receive a [redacted] shipment in a box that your valentine has to assemble on valentines day.

I spent $115.00 to have 2 dozen roses delivered to my wife only to have her delivery get mixed up with other deliveries as they do, when they are commonly shipped to a business. Everyone knows that they excitement of a flower delivery is when they are delivered as a beautiful arrangement for all to see. These people know this and they have purposely left it out of all their advertising online and in the copies of today's register in [redacted]. These people are accepting payment and misrepresenting their service by IN FURRING IN THEIR ADVERTISING THAT THEY ARE GOING TO DELIVER A NICE ARRANGEMENT AND NO WHERE DOES IT SAY THE RECIPIENT IS GOING TO RECEIVE A FED EX DELIVERY IN A BOX, FURTHERMORE YOU THE CONSUMER DON'T FIND OUT ABOUT IT UNTIL THE DAY OF DELIVERY THAT YOUR ORDER IS GOING TO BE DELIVERED BY FED EX IN A BOX, so there is nothing you can do about it !!!Desired Settlement: Full Refund for Misrepresentation of $115.65 for order # [redacted] .

Business

Response:

Hello,

Thank you for bringing this matter to our attention. Upon reviewing this customers' account it has been found that this order has been refunded in full by a previous agent. No further action will be taken at this time.

Refund information: Refunded $115.60 on 2/14/14

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: I made an online purchase on the 18th of Feb., and within about three minutes, realized that I did not want it. I immediately emailed them to ask them to cancel the order, both on the confirmation form that they sent right away and at their consumer-service address. I re-sent the request when I did not hear back, a few hours later. Today I got an email telling me that the purchase had gone through; they were sorry that they were unable to honor my request. There is no doubt that they had plenty of time to cancel the order. I have asked them for a refund, and have not heard back yet.Desired Settlement: I think that they should refund the amount, as it is their fault that the purchase was made. I did not want it and immediately told them that -- to two email addresses. They waited too long.

Business

Response:

This order was fully refunded on 2/21/2014 which I have confirmed with our bank of record.

Regards,