Provide Commerce Inc

Review: I ordered flowers for my girlfriend. I selected the Premium version of Love's Divine Long Stemmed Roses. In the picture, the bouquet looks beautiful. The description states the standard size is approximately 18"x23", will come with a satin bow, and the premium version contains "even more blooms and are designed with greater selectivity in floral variety." Well what she received looks nothing like the standard, much less the premium version. First, the size was barely 13"x15", the queens anne lace was very sparse, and there were a lot less roses than pictured onthe website. I paid $140 for a bouqet that looks like it barely cost $30! This company has falsely advertised their products which is against the law. Before complaining to the Revdex.com, I tried to resolve the issue directly with the company but I cannot accept the 40% refund they offered. The bouquet she received was not worth $110! Even after sending the company a side by side picture of the bouquet received and the bouquet pictured on the site, their response was "the delivering florist has assured us that the order was filled to value". I am extremely upset about getting ripped off by this site, but their customer service has really tipped me over the edge.Desired Settlement: I would like a full refund of the bouquet because the product I purchased was falsely advertised. I have already been refunded 40%, which is $69,68. I would like an additional refund of $67.26

Business

Response:

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]

Review: I ordered flowers to be delivered same day to my wife at the university she attends. I provided accurate information to include her phone number. They made no attempt to call when there was a problem. They handed of the order to a local florist who informed them that they did not have the appropriate flowers to fill the order, the local florist was told to send whatever they wanted. Pro flowers still took 65% of the money from this order from the florist. I have demanded a full refund from proflowers and they have refused instead offering 40% on my next order, or a 50% refund, this dispite their advertised guarantee of satisfaction or your money back. I paid $75.90 for that order and what was delivered was nothing like the order shown, nor was the value comparable.Desired Settlement: I want the full refund of $75.90 for the flowers that where sent in the bait and switch, I also want the mothers day order cancelled and the money refunded from that order. $38.49.for a total of $134.19

Business

Response:

We have issued two refunds for $37.95 which totals $75.90. The first refund was processed on 5/5/2015 and the second on 5/18/2015. This customer has now been fully refunded. Regards,

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

Diego, CA 92121

Review: After receiving the delivery receipt for flowers I spent half the morning on Valentines day after paying the guaranteed delivery charges for Valentines day tracking the flowers down to find out they were delivered to the wrong address. The flowers finally were tracked down. They had broken stems & half dead. I paid all the extra delivery charges for a product that showed up damaged & bad. I want refunded the amount I spent on this order.Desired Settlement: I want a complete and total refund of product & delivery charges

Business

Response:

To Whom It may Concern,

We have researched this customer account 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 a Valentine surprise on February 5 for delivery on the 14th. I recieved a email that it was shipped the night before and my Husband would receive it on the 14th or before. Well on Valentines day he will not receive the flowers because of weather conditions. We had no weather issues on that day. They charged extra for guarantee delivery on Valentines day. I did not recieve a phone call or email saying delivery will not happen. I look like a fool because that was my gift and only gift! At 3 pm I tried calling around to local florist and of course they can not accept any new orders. I tried calling Pro Flowers customer service and waited 20 min for the next available agent then was disconnected by them.Desired Settlement: I want a refund because I paid for guarantee delivery on or before the 14th.

Business

Response:

Good Afternoon,

We have reviewd this customer's order and find that a refund for the undelivered portion of the order# [redacted], ($95.95) has been processed successfully on February 17, 2014.

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 placed an order for my flowers to be delivered on May 2nd. They were delivered on the wrong day (May 1st). This completely ruined the intentions of me ordering flowers online, if I wanted it to be delivered on May 1st, I would have bought them myself. Second, the flowers look NOTHING like what was advertised on the website. The flowers were remarkably small and looked like someone randomly put them together. The quality of the flowers was NOT what I paid for. I e-mailed customer service and received no response!

I am highly disappointed by how this company treats their customers.Desired Settlement: I want to receive some reimbursement for the flowers, because the quality was NOT what I paid for and they were delivered on the WRONG day.

Business

Response:

We have issued a full refund back to this customer and emailed her to advise with our apologies.

Regards,

Corporate Customer Service Specialist

provide-commerce

4840 Eastgate Mall

San Diego, CA 92121

Phone[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: I ordered flowers for Mother's Day yesterday and as soon as I ordered I wrote them an email to cancel as I feel cheated. The flowers itself is $25 and when I ordered I choose a $5 shipping. The website did not show me the total shipping cost, until I placed the order. And it totaled $50 instead of the $30 that I was expecting to pay. I feel that this is a scam to cheat people into ordering and paying more for shipping. They would not cancel my order they said the order has already been processed. And I find that ridiculous since I emailed them a few seconds after the order was placed, after I found out about the shipping charges.Desired Settlement: I would like my order cancelled. I want a refund not a store credit as I will not be ordering from www.proflowers.com again.

Business

Response:

Good Morning,

I have reviewed this customers order and notes. During the week prior to Mother's day the site has a highlighted statement across the top informing customers that all orders placed at this time are not able to be modified or cancelled. This is due to the large volume of orders the system is processing. The customers order was delivered, the shipping charges are posted and details are available for more information regarding the shipping charges.

As a courtesy I have refunded the customers order # [redacted] in full in the amount of $49.60

Sincerely, [redacted]

Review: Dear Revdex.com, Have you ever received or investigated a complaint about ProFlowers' fee structure? ProFlowers charges a "Standard Delivery" fee. That fee is $12.99. Then ProFlowers also charges a "Care & Handling". That fee is an additional $2.99. Why is this? What is a "Care and Handling" fee? If ProFlowers charges a specific price for its product; in this case, flowers; one would think that they would include any care and handling costs in that charge for their product. Because to charge a "standard delivery" fee of $12.99, on top of their charge for their product, and then to add a "care and handling" fee of $2.99 seems exorbitant. The ProFlowers' Valentine's Day "special deal" advertised as $29.99 turned out to be $45.97! Thank you for looking into this matter for me.

Desired Settlement: It would be acceptable to get an e-mail from the Revdex.com stating they are or have investigated ProFlowers' pricing policy. Additionally, it would be acceptable to receive a pricing adjustment (either reducing the standard delivery fee or refunding the care and handling fee), and an acknowledgement from ProFlowers that they are changing their pricing policies so as not to charge questionable and dubious fees to their customers. Thank you!

Business

Response:

Good Afternoon,

We have reviewed this customer's account and have refunded he C&H fees in the amount of $2.99. We have also emailed this customer's detailed information regarding Shipping fees to include Care & Handling fees.

Sincerely,

Review: I ordered in January for my flowers to be delivered to my wife on the day before Valentines Day. My order number is [redacted] . I called your reps before I ordered and they assured me it would be delivered to her floor and to put as much info as possible. As you can see I did and UPS dropped them off at a front desk, but the problem is, its a hospital and there are many front desks. I called the intake for patient floor, my uncle who runs the receiving department and security and could not locate them. I called you company and spoke with an [redacted] who was absolutely a great person but couldnt help me, so I told her I would call the security department at the hospital and would call back. I called back and asked for a supervisor and got a guy by the name of [redacted] whos pretty much worthless for your company. He kept me on the phone for 20 minutes and finally came back with two resolutions. He could re-send the flowers to her house for her and they would get there on the 18th (because that was the next regular delivery date), or I could get a refund and purchase them again but pay the $25.00 fee to get them delivered today. He told me he could do me a big favor and give me 20% off but it would still be almost $60.00 for the delivery of the same things I purchased for under $40.00. I know you want to help but at this point Im a husband with absolutely nothing to give my wife for Valentines Day. So I opted for at least my money back.Desired Settlement: What can you do at this point, it's Valentines Day and I have nothing to give my wife. So I'm just screwed, and just wanted to let you know that. I did post on Proflowers facebook as well as ask for a supervisor call back. I also responded to the facebook post that I received from your company.

Business

Response:

Hello,

Thank you for bringing this matter to our attention. We have researched this customers account and can verify that the order had previously been refunded in full. We have also sent out a complimentary replacement order to the customers wife. No further action will be taken at this time.

Thank you,

Review: Proflowers.com adverstises discounts it will not honor. If you go to the promotion link [redacted] and click on one of the items, it says the discount will be applied at checkout. The banner even appears one the webpage for the discount you selected. Once you get to checkout the discount is never applied. I placed an order for Valentines Day and tried to get 20% off, but the discount was not applied. I assumed it was my fault so I didn't think much of it. Earlier this week I placed an order for two separate arrangements of flowers (to be delivered today) and clicked on the free weekday shipping link.

After I put in all of the delivery and billing information I was at the final checkout screen and saw that I was charged for shipping on both orders, so I started over assuming I did something wrong. The 2nd time I got the same result. I confirmed the order thinking the shipping ($14.99 for each plus tax) would possibly not charged, but I was wrong. I emailed the company telling them of my problem and they basically said the order was already placed so there was nothing they could do. Today I was going to place two more orders and clicked on the get 50% Off a Second Bouquet link. After I put in all of the shipping and billing information I got to checkout and found that no discount was applied. I called Proflowers and spoke to a woman and told her my problem. She put me on hold and then hung up on me. I called a second time and was hung up on before I could even tell them my problem. The 3rd time I spoke with a lady and she basically gave me the run around. She then offered to place the order on the phone, and I said that is fine as long as I get the discount. She said the discount was for online only, and I told her it didn't work. She said there was nothing she could do. I've looked online and found that many others have posted similar complaints on various sites.Desired Settlement: The company should provide me a refund of $14.99 X 2 plus tax, and for the 20% discount I did not receive in February. The company should remove those advertisements from it's website. Based on my telephone discussions with their employees, I got the feeling they know of this and are instructed to just talk around it. For many people (including me the first two times) once you go through the entire process of selecting you flowers, typing in the recipient information, note, your information, and payment information, you somewhat just give up when you get to checkout and find the discount was not applied.

Business

Response:

Good Afternoon,

We have reviewed the customer's account and do see that the discounts offered did not apply to the two orders placed. I have gone in and refunded 35.96 on order # [redacted] and $10.00 to order # [redacted] the free shipping and 20% discounts respectively.

We have also sent a request to our marketing department to review the links as shown on the promotion page. They have indicated that a glitch related to the shopping cart page may have been what prevented the appropriate discount from applying to the orders placed by [redacted]

Sincerely,

Review: I placed an order on 5/5/14 online for same day delivery for a funeral. That same morning they deducted the funds and the website reads 100% satisfaction or your money back. Around 3pm I receive a call that the florist doesn't have tulips for the bouquet I said that's ok they can replace them with something else as long as it looks ok. Received a call again I'm sorry but the florist can not deliver this today being that it's too late. I can try a different florist but I can't guarantee it. I said please do because I placed the order early am and was guaranteed or I would've gone elsewhere. Flowers weren't delivered till 5/6/14. I called and requested my money back due to the website stating 100% satisfaction or money back and they wouldn't accommodate me with their false advertisingDesired Settlement: I would like a full refund as stated on the website bc I was in no way satisfied with the outcome of the delivery and was mislead with the return or money. It was for a funeral and that can not be fixed

Business

Response:

Hello Team,

Thank you for bringing this customers' concerns to our attention. We have refunded this order in full and have sent the customer an email regarding the refund.

Thank you,

Review: Hello, I ordered some flower from Proflowers for my girlfriend for our anniversary and they were supposed to be delivered on 4/5/2014. They were never delivered and I have tried multiple times to have either a refund or a new delivery date. At the beginning I was told that the order was only randomly selected for further investigation and was a normal process, and that it would take longer to deliver. This happened for about a month, then later I was told that it was canceled, but I received no details on why it was canceled, although I had received a new order confirmation email. About two weeks ago they were supposed to call me to set up the refund, but until today I have never received the call. If you could please help me in receiving my refund, I would greatly appreciate it.

The order number is: [redacted] The recipient is: [redacted] The total amount charged was: $80.95Desired Settlement: I just want a refund of my entire purchase, it doesn't matter if it's a check or deposit.

Business

Response:

Good Morning,

We have reviewed this customer's account and find that the order was deleted in our system due to an "ETHOCA Alert System claims this is fraud"

The order was never charged/setted therefore there are no funds to refund. It is possible that an authorization was created at the time the order was placed. Generally speaking authorizations will fall off naturally with in 10-14 days. This order was placed with us on 3/31/2014, and any authorization placed would have been released by the bank as we the vendor did not collect or request to settle.

Thank you,

Review: shipment from order [redacted] I spent $227 with Shari Berries . All was great minus one shipment. I wrote a while back to let you know that that the one order the strawberries were acidic and overripe and not able to eat them. I got no response from the company. This is very disappointing. I am co owner of a fairly large insurance company and we order strawberries from you to give to clients several time a year and will no longer be using that. I am going to be filing a complaint with the Revdex.com. I paid for a service of fresh strawberries and 4 orders were great one was not I wrote and did not even receive a courtesy response. Your email above says "wecare" I don’t see how when you never even responded to my first complaint.Desired Settlement: Send me a order that is edible.

Business

Response:

Hello [redacted]

Review: I went on their website to order flowers. They give me a price and asked me to confirm. I clicked ok. Then they sent me a bill for more then they asked for me to confirmDesired Settlement: I would just like a refund.

Business

Response:

We refunded this customer in full on 2/14/2015.Regards,

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

Review: WARNING: {{{{{{{{{{{{{{{PRO FLOWERS}}}}}}}}}}}}}}}} --- THIS COMPANY WILL CHARGE 25.00 ( IT NOT BEING SEEN U NTIL AFTER THE COST COMES OFF YOUR CARD ) JUST FOR DELIVERY WITHOUT YOU KNOWING UNTIL AFTER THE PURCHASE GOES THROUGH ON YOUR DEBIT CARD. BAD BUSINESS !! I WILL EDUCATE THE CONSUMER AND WILL LET EVERYONE KNOW HERE ON FACEBOOK. . BY THE WAY AFTER 1 HOUR OF ORDERING THESE FLOWERS I CALLED TO CANCEL KNOWING THAT THEY HAVE NOT BEEN SENT OUT , THE REP TELLS ME SINCE A TRACKING NUMBER HAS BEEN ASSIGNED ALREADY THEY CAN NOT CANCEL , ALTHOUGH THEY HAVE NOT BEEN ORDERED OUT YET. BS!!! I ALSO SEE ON THEIR FACEBOOK PAGE , MANY UNHAPPY CUSTOMERS.Desired Settlement: I DONT MIND IN PAYING A SHIPPING FEE BUT NOT $25.00 !! WAS NOT TOLD OR WAS NOT SHOWN THAT IT WOULD BE THAT MUCH UNTIL THE PURCHASE CONFIRMATION CAME TO ME , IT WAS THEN I SAW HOW MUCH THEY CHARGE, 2 CHARGES 1 @ $14.00 AND ANOTHER $4.95 ALL BECAUSE IT WAS BEING DELIVERED ON A SATURDAY! NOT RIGHT THOSE AMOUNTS AND NOT RIGHT I WASNT SHOWN THAT IT WOULD COST THAT MUCH, THAT IS THE REAL PROBLEM, THEY TOOK MY CHOICE AWAY FROM ME NOT ORDERING AND HAVING OTHER OPTIONS.

Business

Response:

To Whom It May Concern,We have researched this order [redacted] in which a full refund has been issued, due to customer having requested it canceled.Please let us know if further assistance is needed.

Review: I ordered the "golden autumn bouquet" which consisted of fall colored flowers. When the receiver sent a thank you with the picture of the bouquet, it was not even close to what I had ordered. When I called customer service, I spoke to a lady named [redacted] who informed me that the florists are allowed to substitute and sometimes call the customer to see if that is ok or if they would like to order something different. That did NOT happen with me. The customer care rep who I spoke to the day the flowers were delivered (Nov. 30th) assured me that the issue would be resolved and everyone would be happy but before she could do that she needed to email the florist to find out why the flowers were switched out. She said I would receive a phone call the next day. It is Dec. 3rd and I received no phone call. So I called customer service to follow-up and was transferred 5 times. Literally. I would give my account info., the reason I was calling and then told "let me transfer you to someone who can help you." The bouquet I ordered had red and yellow and orange (fall colors)and the receiver, although happy (didn't know what the bouquet should look like thought) had spring/easter like colors (pink, orange, white, red flowers) arranged to resemble a mohawk. small flowers in front and then the back large flowers.Desired Settlement: I would either like a refund or a re-delivery of the flowers for the month of December. I understand the substitution of the flowers, but the entire bouquet not even resemble the "season". And train your customer service people better. 20 minutes on the phone and 5 transfers later is not acceptable. It's totally unprofessional. And one asked me to call her back because she couldn't hear me after already being transferred 4 times.

Business

Response:

We have spoken to [redacted] who agreed to

redelivery of a holiday-themed arrangement. She wanted a delivery date close to

Christmas however whenever the florist was able to do so. Waiting to hear back

from the florist regarding that delivery so I can send email confirmation to

[redacted]. I tried calling the florist and there was no answer so I’m waiting on

the MERC system. Other than that, we are good to go!

ProFlowers has sent me the second consecutive order of really bad flowers. I will not ever order from them again.

Review: I recently sent flowers to my fiance at work, and they arrived dead and frozen. I disputed the claim with them, and they sent another 200 of these flowers the next day. same result. 200 more dead, and frozen flowers. I then emailed them, and asked for a refund, and they denied that claim. I have pictures of the flowers.Desired Settlement: I would like an apology to my fiance, for very poor service, and a refund. I will most likely never use the service again, because it is more than embarrassing to send dead flowers to people.

Business

Response:

We have issued a full refund for this order and sent a half dozen strawberries to his recipient with a note of apology from the Proflowers Corporate Office. Please convey our apology for how his request was originally handled by our customer service representative.

Regards,

Corporate Customer Service Specialist

Review: I attempted to cancel an order for flowers 48 hours in advance of the delivery date. Pro flowers informed me this is not possible. I have provided adequate notification to cancel the order and I am not satisfied with their customer service.Desired Settlement: Cancel the order, #[redacted]

Review: At Christmas time I placed an order for my grandmother. The order was damaged and flowers only lasted 2 to 3 days yet they guarantee 7 days freshness or money back. They also sent me an email right before delivery causing me stress stating that I needed to pick something else because my items were no longer available. I was extremely unhappy. They did nothing to keep their guarantee. I decided to try them again this week for Valentines day and ordered my grandmother some more flowers. I used a gift card that I received from them for $20.00 to reduce part of my balance. A couple of days later I received an email stating that there was an error with my card and that I needed to go in and modify my order so I did. Funny thing is, once I modified and it said to confirm I then was all of a sudden charged for a whole different order in the amount of $56.82. I immediately cancelled this order because I was very upset. I contacted them by telephone and they confirmed it was cancelled and I was not charged yet immediately that very same amount was already taken out of my bank account. So how was it there was a previous issue with my card but so quickly upon modifying a much larger amount was taken out. I have continued to contact them and just keep receiving very generic emails saying my order was cancelled and I was not charged yet everyday when I check my bank account that charge for $56.82 is still showing out of my account and also that $20.00 gift card is null and void yet I have nothing to show for it. Desired Settlement: I honestly feel they should give me my money back of the $56.82 plus the $20.00 gift card. I also feel they need to honor their satisfaction money back guarantee and give me back my money for my Christmas order since it was damaged and only lasted 3 days instead of the guaranteed 7. I also feel that at this point because of all the stress time, effort and hassle they have put me through they should send me some free flowers to send my grandmother because now she will not get any for Valentines

Business

Response:

To Whom It May Concern,

Review: I paid $14.99 extra for my order to be delivered in the morning. I also paid even more extra money to get my purchase delivered on Christmas Eve. They delivered on Christmas Eve but did not make the morning time frame which I paid for. It seems unfair to be charged for a service which I do not get and do not receive any benefit from. This was through Shari's Berries.Desired Settlement: I want the $14.99 they charged me for morning delivery to be refunded. Thank you so much.

Business

Response:

To Whom It May Concern, We apologize that [redacted] order was not delivered prior to noon as he requested. [redacted] contacted us on 12/25/15 to advise us of the late delivery and we issued a refund of his shipping fees in the amount of $14.99 at that time. [redacted] then contacted us on 12/27/15 to advise that the berries were smashed.

We issue a refund for the remaining amount of $81.94. To date; this order has been fully refunded in the amount of $96.93. Again we apologize for the late delivery and smashed berries. Please let us know if we can be of further assistance.

Regards,

Special Programs Support Agent Customer Service Specialist

[redacted]

[redacted]

An FTD Company FTD Companies, Inc

4840 Eastgate Mall I San Diego, CA 92121

FTD | ProFlowers | Shari's Berries | Personal Creations | ProPlants | Cherry Moon Farms

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the resolution offered by the company is satisfactory to me. They indicate my complaint was over late delivery and smashed berries. My complaint was only over the late delivery. I never saw the berries. Because of the late delivery, nobody was home having already left the area for the holiday, and the package was not on the doorstep when she returned two days later. The company very graciously offered to refund me because of this. It was not a request I made of them, but it was an appropriate response on their behalf and that is all anyone could hope for when things do not happen as promised.

Sincerely,