Provide Commerce Inc

To Whom It May Concern;
We sincerely apologize for [redacted] negative experience with our partner program [redacted]. I understand that enrollment in this program was not her intention. I have contacted [redacted] on her behalf and they confirmed that her...

membership was cancelled on 10/7/14. [redacted] was issued a refund of $1093.30 (73 months of $14.95 + the initial $1.95) which is the full amount of fees charged to her for this program. 12 of the total refunds were processed back to the card that was billed.
The remaining refunds would have been sent to her in the form of a check. We had a partnership with [redacted] where we provided customers an opportunity to click on and enroll in their service from our order confirmation page after placing an order with us. We apologize for the negative experience with our partner and with the enrollment. We do not offer our partner programs to create a negative experience for our customers and regret that this has been the case for [redacted]. I was able to speak with [redacted] by phone to personally apologize for this experience. If you need further assistance please do not hesitate to contact me.
Sincerely,
 
[redacted]Special Programs Support Agent
Provide-commerce
4840 Eastgate Mall
San Diego, CA 92121
Phone: [redacted]
Email: [redacted]
 
[redacted]

Revdex.com:
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 should note, however, that this resolution does not resolve one very important part of my complaint: ProFlowers specifically advertised a refund that was in fact an insufficient rebate with a third party provider.  Worse, that third party provider would have charged me a membership fee during the time it would have taken to process that rebate.  In other words, no rebate existed, only more charges.I think it is important that this additional issue is also addressed.  Resolution would require an adjustment to ProFlowers online advertising practices, which I believe were unlawfully misleading.  In any event, I accept the refund ProFlowers has promised to provide.  
Regards,
[redacted]

Revdex.com: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.---------- Forwarded message ----------From: [redacted]Date: Sat, Feb 21, 2015 at 8:30 PMSubject: Re: You have a new message from the Revdex.comTo: [redacted]
Thank you for your prompt attention to this matter with "ProFlowers" of Provide-Commerce.  Details are:  per order = $71.94 and $65.94 for the two items: per "full refund" (by their terminology) from my bank notice = $45.96, $42.96, and $25.98.
Simple math shows $137.88 charged to me and $114.90 refunded.  Is this truly a "full refund"?
Sincerely,
[redacted]<

To Whom It May Concern, Please see response emailed to our customer; Dear [redacted] Order Number: [redacted]Thank you for contacting ProFlowers Florist Express through the Revdex.com (Complaint [redacted].   We understand that the flowers did not meet...

the expectations as detailed on our website product description, 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 $67.26 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] 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.Best Regards,[redacted]

Good morning, Our apologies for the delay in response.   Our partner in Germany has advised us that they were not able to deliver due to the recipient not being at the delivery location.  Per our partner in Germany a refund was processed via PayPal on 10-31-2014. 


...









PaypalResponse::PaypalExpressPurchase

$45.98

2014-10-28 04:49:35 +0000

PaypalResponse::PaypalRefund

-$45.98

2014-10-31 01:45:19 +0000 by pf-international-help



Reference/Delete




[redacted]



 




Thank you,

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]

Revdex.com:
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.
The address that the product was to be shipped to has been lived in for more than 50 years.  She was home for two days waiting for the "surprise" that I was attempting to send.  I called after the first failed attempt.  I was told they could not find the person at that address.  This is an untrue statement.  They asked for other information that would help.  I told them the address was correct and has been for more than 50 years for the same family.  I also gave them my sister-in-law's name.  They still failed.  I looked like a total fool and wasted my wife's time for two days by staying at home and waiting.  They can review their recorded calls to find what I am saying to be true and accurate.
Regards,
[redacted]

To Whom It May Concern,
Please see email below sent to our customer;
 Dear [redacted]                            
Thank you for contacting us...

through the Revdex.com .  We apologize for any disappointment with our delivery fees.  We have issued you a refund of $41.96 to the payment method used to pay for your order.  We request that you please allow 5 to 7 days for the refund to process.
For the most up-to-date pricing on all of our shipping options, please visit the following [redacted]
Once again, please accept our apology.  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 toll-free [redacted] weekdays, from 7:00 AM to 6:00 PM, PST.Sincerely,
[redacted]%3%3

To Whom It May Concern,We have researched order [redacted] and a full refund has been issued to the customer.  Please let us know if further assistance is needed.
Thank you,[redacted]Corporate
Customer Service Specialist
provide-commerce
4840 Eastgate Mall
San...

Diego, CA 92121
Phone: [redacted]
Email: [redacted]
[redacted] [redacted] [redacted] [redacted]

Good Morning, We have reviewed this customer's account and have refunded him his delivery charges of  $15.75 as a courtesy.  An email explaining our business model has also been sent to this customer.Sincerely, [redacted]

Revdex.com:
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,
[redacted]

Hello[redacted],
Thank you for bringing this matter to our attention. We have issued the customer a full refund for the order as the delivery was made a day late and have sent the customer an apology for the misinformation that he was given. I also sent a $15 apology gift code as this is not typical of...

our service.
 
Respectfully,
[redacted]</

Review: In the past year I purchased the Large Picture Purse (49.99) with photo insert (approx $12.99). The handles began to fray badly where they are sewn to the purse. I called but had to reorder it because they are only guarantee them for 6 months. The same thing is happening to this purse.

So... I went online to order another purse and was told I couldn't just order a replacement purse ... even though the photo insert is a snap-on insert. At that time, I asked to speak to a Supervisor and have been speaking to and exchanging emails with Customer Sales Specialist [redacted] ([redacted], Corporate Customer Service Specialist, provide-commerce, 4840 Eastgate Mall, San Diego, Ca 92121, Direct: [redacted], Email: [redacted], ProFlowers|RedEnvelope|Cherry Moon Farms|Shari's Berries|Personal Creations).

I originally received one of the purses as a gift, probably about 7 years ago, and have been a walking advertisement for them (by my own choice). However, I have referred many, many customers to this website and this product in general. I am comtemplating creating a blog to get the word out about their lack of customer service and defective product.Desired Settlement: I would just like to be able to order a replacement purse without the picture insert as I am not yet ready to replace it. If I desire to replace the photo insert in March, I should be able to do so.

Business

Response:

We have contacted the customer and we will send her a replacement Photo Purse without a picture on it. When the customer is ready to order the photo panel we will have the customer place the order (as we cannot place photo orders in house) and the customer will contact us so that we may refund for the photo panel. Customer was happy with the resolution.

Review: I placed 3 orders with ProFlowers FloristExpress on Thursday, May 9, 2013 to be delivered to two different addresses. The delivery date for each order was 5/11/2013. Each order was $65 + tax, for a total of $208.44. I paid extra for weekend delivery. Only one order was delivered. I contacted ProFlowers and they were perplexed as to why the other two orders were not delivered. They said the would refund me for the 2 orders that were not delivered and send me a confirmation e-mail. They did neither. Subsequent attempts to contact ProFlowers by phone or email went un answered. They kept me waiting on the phone and never answered. I used 2 different phones to make the call. I sent them an e-mail, to which they did not respond. They have not responded to my e-mail which was sent to :[redacted].Desired Settlement: I would like to be refunded for the 2 orders that were not delivered. Which is $130 + tax.

Business

Response:

To Whom It May Concern,

Please see email sent to the customer, with requested resolution.

Dear [redacted], Order Number:[redacted]

Thank you for contacting ProFlowers Florist Express, through the Revdex.com (Complaint [redacted]). We understand that your orders were not delivered and we sincerely 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 $138.94 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 MasterCard 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,

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: When I ordered from Pro Flowers they stated my sub total amount was to be $24.99 and my TOTAL amount was to be $29.99. Never did they show me the REAL price untill I saw my bank account and they actually took $44.67. They ended up charging me extra fees that were never stated. They swindeled me on a Mothers Day gift.Desired Settlement: I would like the extra fees refunded to me and I would like them to actually show people the total before they agree to pay from now on. I want them to be honest.

Business

Response:

Good Morning,

Per the customers request I have refunded the delivery charges as well as the care and handling fees for a total refund of $15.98 to the order# [redacted].

I am also including a copy of the billing page prior to confirming the order..all charges are shown on the final page.

Delivery Information:

Review: On 1/29/16 placed order #[redacted] for 12 Rainbow Roses with 6 fancy strawberries for a total of $54.96, but my [redacted] was charged $59.95. I have confirmation by email of my order as well as [redacted] who monitors my online orders.

Also, purchased on 2/1/16 order #[redacted] for 4 valentine cake truffles and half dozen swizzled strawberries for a total of $34.97, but my [redacted] was charged $51.97. I have email confirmation as well as [redacted] who monitors my online orders. I have spoken with 4 representatives and 1 manager who hung up on me about the fraudulent charge to my [redacted]. I have ongoing emails with the Customer Care to this date, On 2/9/16, I called and cancelled the orders and have verification email from customer care that both orders would be cancelled.

Spoke to a representative ([redacted]) on 2/11/16 who said that the orders were cancelled and I would be refunded both amounts per the online documentation she was looking at. I asked her why are the orders being shipped even though I cancelled them; as I told her my app [redacted] monitors all my orders with price, shipping, and my confirmation emails of my orders. She said the orders were being shipped complimentary due to the experience I had had. I told her I would prefer not as I don't want to be billed for items I had cancelled.

I put in a complaint with my [redacted]; the cost of both items were removed on 2/10/16 but resubmitted by your company on 2/11 ($59.95) and on 2/12 ($51.97). First of all this is FRAUD as you charged me more than my confirmation on checkout as well as my email confirmation. Then to take the charge off and then resubmit it. I am appalled. I have been a customer for years and years and I am truly upset by the practices of this company at this date and time.Desired Settlement: Refund for both orders which I had cancelled on 2/9/16 In the amounts of $51.97 and $59.95. Also, for your company not to resubmit charges again to my account. I will be sending documentation to my account holder on this transaction.

Business

Response:

Please accept our sincere apologies for the order placement confusion. We know how very important it is to meet your expectations. As your satisfaction is extremely important to us, we have issued a refund of $51.97 & $59.97 on 2/11/16.

Please allow 5-7 business days for this refund to fully process (the actual timing is dependent on your financial institution). We will not be recharging your credit card because these gifts were delivered instead of being cancelled. Again, please accept our apologies. Your satisfaction is our foremost objective, and it is only through your feedback that we learn whether or not we are achieving our goal.

Please do not hesitate to contact us with any additional comments or concerns you may have.

[redacted] Customer Service Specialist

FTD Companies, Inc

4840 Eastgate Mall I 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.

Regards,

Review: I requested a December 23 delivery. Flowers did not arrive until the evening of December 24Desired Settlement: By missing the delivery date, proflowers.com ruined my anniversary and made my xmas holiday the worst ever. I am requesting a full refund

Business

Response:

[redacted]

Review: I ordered One Dozen Long Stemmed Rainbow Mother's Day Roses for $21.98. I chose no vase (because I needed to keep the price down). Then I chose not to send them on Mother's Day (price was crazy high), I chose them to be sent on Saturday the day before for $4.99.

I wanted to pay through [redacted] at first, but when I got to the [redacted] screen where an invoice is supposed to display... the invoice was blank. I decided to use my [redacted] instead because I thought there was a glitch with the [redacted] payment.

When I got my confirmation by email I was shocked to see that they had charged $45.53. WHAT?? I imagine that somewhere, hidden from the customer's plain view, were the additional CRAZY charges. I mean they have to be able to cover their butt legally, so somewhere those charges were shown (but nowhere that anyone would have noticed). Remember, the [redacted] invoice was completely blank... therefore they are aware that it's not acceptable to charge the customer like this, so they hide it.

One Dozen Long Stemmed Rainbow Mother's Day Roses Qty: 1 $21.98

Sub-total:$21.98

Standard Delivery:$12.99

Saturday Delivery:$4.99

Care & Handling:$2.99

Order Sub-total:$42.95

Tax:$2.58

Order Total:$45.53

Amount Charged:$45.53

They have also stored my payment information without my permission (or the opt in is really really hidden in the fine print). I chose to send as a guest and opted out of creating an account.Desired Settlement: I want my information purged from their system (email confirmation of this) and I want the order cancelled and all of my money refunded to the [redacted] that they charged.

Business

Response:

This customer emailed us directly on 5/17/2014 and all of these issues were addressed at that time. Though we did issue the refund as requested we were unable to stop the order from shipping and delivering. When this customer found out we understand that she was happy with the flowers and requested we charge her after all. We did not charge her for this order.

Regards,

Corporate Customer Service Specialist

provide-commerce

4840 Eastgate Mall

San Diego, CA 92121

Phone: 800-233-9551

Email: [redacted]

Review: I was very upset to see Shari's Berries uses a very deceptive business practice for the online ordering system. It seemed that after they had my credit card number and provided a different subtotal that included a delivery charge, they added an ADDITIONAL and more expensive delivery charge for Mother's Day and basically made the delivery cost as much as the gift itself. I find this business practice to be very dishonest and unacceptable.

I wrote them about this and they provided a cut-n-paste response saying this is their normal process, blah blah blah.Desired Settlement: Aside from an apology and a hope they will change their deceptive practices, which I do not expect, I would at least like a refund of the extra charges $19.99 they added after the order was placed. They should refund more than that if they were actually trying to make up for the deceptive practice and interested in a customer in the future.

Business

Response:

Hello [redacted]

Review: On 05/05, I placed an order with Proflowers for 2 dozen long stemmed roses and a box of chocolates for my mother in law. She informed me when she opened the box of chocolates, they were all melted. I issued a complaint to Proflowers about that issue, and they responded with a refund for that add-on. I asked my mom to take a picture of the flowers she received as well and when she forwarded me the picture, I could only count 15 flowers. I asked her how many were in the vase and she responded with 16. They did not deliver what I purchased and when I issued a complaint (along with a copy of the picture), they sent me this email:

Dear [redacted]

Thank you for contacting Proflowers . We will be happy to review your request. Please go to our website at [redacted] and click on the “Contact Us” near the top of the home page. Note – Due to the high volume of requests that we receive, we may only respond to the opportunities which we feel fit our needs at this time.

If there is anything further with which we can assist you, please do not hesitate to contact us. We are available to you 24 hours a day, seven days a week and we look forward to serving you.

Best Regards, [redacted]Desired Settlement: I would like to be issued a credit for my entire purchase as well as a phone call from a manager for an explanation.

What they did is very unethical.

Business

Response: