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]

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]

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]

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]

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]

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: 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: I ordered flowers (to include a premium upgrade) to be delivered on 2/11/2014. Upon delivery by [redacted] it was discovered that the flowers were in fact frozen.

They did not resemble the flowers in the ad by any manner. Contacting Customer service at ([redacted]) -- I was instructed to remove the outside pedal and let them warm up.

Directions were followed and the flowers still resemble something thrown away in a dumpster. I paid over $65 for flowers as a Valentine Gift for my wife and received something that should have been thrown in the trash. Obviously, they were fully aware of the way the flowers would look upon arrival, as not once did they request a photo of the product as it arrived.

Desired Settlement: I would like my money back, and I will take my future business elsewhere!!!

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 ordered 100 lilies to be sent to my aunts 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 the company is better and I would give them one more try......but nope they sent dead flowers to a woman on her 60th birthday, they ruined her birthday. Dont they check flowers before wrapping them?? This is unbelievable, To think I actually gave the company another chance and they blew it.

[redacted]Desired Settlement: I want a refund and I want them to know they ruined her birthday. How many other days for people have they ruined.

Business

Response:

To Whom It May Concern,

Review: I ordered a half dozen of chocolate covered strawberries on their website. I have ordered from them before and received high quality products. This particular delivery was on time but had spoiled strawberries and the package container it was in did not have the proper ice storage it is suppose to have; the ice packs were warm. They made an attempt to please my wife who the package was for but I was unhappy for the following reasons:

1) It was ordered to celebrate Mother's Day for my wife; she was unhappy and had to call them about it

2) The order was not high quality nor delivered properly; all of their products are guaranteed to be delivered fresh.

3) Lastly, after requesting to speak or receive an email from a supervisor, they respond that they re-ordered my package stating that they have a 100% satisfaction guarantee on all their products; this is totally inaccurate due to the product delivered not meeting this claim. This also upset me that I was not afforded an opportunity to speak with or communicate with a supervisor.Desired Settlement: I would like a FULL refund of the expenses I paid for their product totaling $42.96 and a bad review stating that they do not deliver fresh products and do not have 100% satisfaction guarantee on all products.

Business

Response:

To Whom It May,

We have researched order [redacted] , a full rerfund and a replacement have been issued to the customer, along with our apologies.

Please let us know if you have any questions.

Thank you,

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:

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: 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: 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,