Provide Commerce Inc

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 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: Proflowers advertised dozen roses, vase, and strawberries for $30. Upon ordering, I was charged twice for shipping for a bill of $70. The flowers were for Valentines Day. The flowers arrived two days before Valentine's Day and were dead and wilting on Valentine's Day. The strawberries have not arrived as of yet, Valentine's Day, but due to inclement weather, I expect them to be late. However, the condition of these strawberries is questionable.

Be aware of the undisclosed charges.Desired Settlement: Just want to let others know so they do not get ripped off as I did.

Business

Response:

On 2/16/2014 our agent refunded this customer's shipping fees in full. In light of the fact the order was delivered in Pennsylvania we will assume due to the weather no part of the order was up to Proflowers standards and I have issued a refund for the balance of his order.

Regards,

Review: Proflowers.com fails to disclose and intentionally obscures the cost associated with the delivery, handling and other special charges associated with their products. This information is not made available to the consumer until after the order has been placed (all credit card information submitted) and order placed. after contacting the merchant, they explained that they separate the charges onto different web pages? which are NOT readily obvious to the consumer.

Furthermore, the radio advertising does not mention the nearly 40% surgecharge associated with the "special handling" charges.Desired Settlement: I would like all of the shipping and handling charges associate with my order refunded and changes made to the companies web marketing practices to be truthful in the actual charges PRIOR to placing the order.

Business

Response:

As a courtesy we have refunded back $10.00 of the order's delivery costs. We stand by our delivery fees and how we display them on our website.

Regards,

Corporate Customer Service Specialist

provide-commerce

4840 Eastgate Mall

San Diego, CA 92121

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

Email: [redacted]@providecommerce.com

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 ordered a bouquet of flowers for my mother-in-law yesterday. I talked to my husband about 20 minutes later and found out she would be out of town on Saturday, the day I had requested delivery. I went back to the ProFlowers website and saw that I could edit my order. I did so, changing the date of delivery to Sunday when she would be home to receive them. As Sunday is Mother's Day, there was an $11 dollar difference in the price of delivery. Rather than add the $11 increase to my existing charge, they have pending authorizations against my debit card/checking account for BOTH the original $57 charge, AND the new $68 charge. They are both being held against my account. So I have over twice what I had originally planned to spend tied up in my account due to this. I called customer service with ProFlowers, and they said they couldn't do anything, to contact my bank. I went to my bank, and the branch manager said they could send a request to have the funds released if ProFlowers would send a form called a release of authorization. I called ProFlowers back and spoke to a nice representative who was very sympathetic and assured me that they would rectify this ASAP. I checked back with my bank a few hours later and they had not yet received anything. I checked my account today and over 24 hours later, they are still holding out the $57 dollars that was initially authorized against my account, AND the $68 charge as well, tying up badly needed funds in my account. The customer service rep with ProFlowers told me yesterday that the policy is that the incorrect funds being held would not be released until Sunday when the delivery was made. I DO NOT understand this, as they have an authorization for the correct amount as charged on the amended order, which they are ALSO holding against my account. I do not understand why they cannot release the incorrect funds from the original, edited order and feel the need to hold hostage both amounts against my account, tying up funds in my checking account. Desired Settlement: I simply want the original amount charged to my account to be released so that I have access to my OWN money in my OWN checking account, and not having double the amount I owe this company held illegitimately out of my pocket. I cannot even afford to buy my OWN mother a Mother's Day present now with all that extra money tied up in my account to the crooked practices of this company!

Business

Response:

On 5/12/2015 we faxed an authorization removal request to our customer's bank to have the authorization hold of $57.58 removed. Additionally we are sending our customer a gift code of $25.00 as apology for the delay in getting the removal done.Regards,

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

Diego, CA 92121

Review: I order some flower for my mother and friend on my credit card by phone but didn't get a e-mail about the flowers or the orders and no delivery for mother day but my credit card was charge for $101.00 pus discount card for $20.00 card. I called my credit card company and they stated that PROFLOWERS charge is on my cardDesired Settlement: replace money and flowers

Business

Response:

To Whom It May Concern,We have researched order [redacted] and a full refund of $101.38, was issued back to the customer, as the total amount charged to the customer's credit card. We can not issue a refund more than what the customer paid for the order. We have issued this refund in good faith, as the tracking for the orders show they were delivered.Please let us know if further assistance is needed.

Review: I'll start off by saying I have used proFlowers for years, and not had issues until this point. I'm not sure if it was a change in management, or staff, or the holidays or if they are just changing their policies and don't care if they lose customers. I ordered the "Holiday Splendor" arrangement from ProFlowers website for a special occasion for my wife on Dec 16th at 10:30am PST. I specifically used the "need it today?"button which takes you to arrangements that they tell you "Orders Placed by 3:00 PM(Mon-Fri) and noon (Sat & Sun) in the recipient's time zone can be delivered the same day". I was 4.5 hours ahead of the "cutoff".

I went through and placed my order, which included a $14.99 "standard delivery charge" and a $4.99 "same-day charge". The total was $54.04 after everything (and a 15% promo code I found online). I thought this was actually quite reasonable for the flowers that were in the picture. They also have a "100% Satisfaction Guaranteed - or your money back" policy that is flashed on multiple pages on the website. On my account order page on the website it said "Delivery On: Monday, December 16, 2013". I expected that by the time I got to the house at 6pm that the flowers would have already been there. They were not. So I attempted to track them online with the "track your order" button. Which only said that it was supposed to be delivered on the 16th, but gave no more information and said call some 1-800 number for more information.

I called the number and waited on hold for 25 minutes and gave up. I called back and I believe I left a message with one of the other options but who knows what the phone system actually did. I decided to send an email asking about the order (another option in the "track your order" page. I asked why how I could find out where the flowers were and what happened that they were not delivered when they were promised by. I didn't get a response until the next day that only said "Thank you for contacting us. I have sent a message to the florist the confirm..." So I waited a few hours and replied trying to find out what was going on. Nothing... This was all on Dec 17th. Still no flowers.

The next day, Dec 18th, I sent another email reply to the previous one and got this back "I apologize for any inconvience. Please allow me to research this issue and I will have a speedy resolution." (notice "inconvenience" is spelled incorrectly in their reply). So I decided to call ProFlowers again. This time I called the number on the ProFlowers website, they looked up my order and said "Sorry - this order was placed through ProFlowers FloristExpress." I was like, no - I ordered it through the ProFlowers website and if there's an issue I would expect that you should be able to help me. And if not, I at least want to file a complaint with ProFlowers so you guys know how the FloristExpress part of your business is handling things.

So she filed some sort of a complaint for me but in the end said I would need to call FloristExpress and she gave me the number to call. I called FloristExpress and was put on hold yet again for about 15 minutes. When I finally got someone the offered me a 30% discount and that they would send the flowers but it wouldn't be until tomorrow (it was only 11:30am PST which is still before 3pm) so I asked to talk to a supervisor. On hold for another 10 minutes waiting for the supervisor... When she finally comes, she asked if I could hold while she contacted the local florist. (Really? On hold again? 10 minutes later she comes back...) She offers to upgrade the arrangement ($15 charge online if you went one up) and to take off 15%. I said that the last lady just offered 30% but that I wasn't even really satisfied with that and that I thought that at this point the flowers should be delivered and it should be free. So she said, 25%, and I said I was just offered 30% and I said no. So she said upgrade the flowers and 30% and I said, it's obvious I'm not going to get anywhere with you so do what you need to do, I need to get off the phone and back to work but I want you to know that I'm not 100% satisfied with this outcome.

In the end I was refunded $16.21 of the $54.04 which doesn't even cover all of the deliver charged (which were $19.98). She said they "upgraded" the flowers but the flowers that showed up looked even more pathetic than the smallest arrangement that they show for the "holiday splendor" There were 4 roses , 5 carnations, a clear vase (the picture has a red vase), no ribbon around the vase as in the picture and in general I could have made a nicer arrangement with the flowers from my garden. I am completely unsatisfied with this transaction and I expect a full refund due to being 3 days late with delivery, for the time and effort that I had to put in to have this all cleared up (at least an hour on the phone and 5 emails) and now I have to take the time to file a complaint with the Revdex.com to try and have this resolved.Desired Settlement: I would like to have the remaining balance refunded to my [redacted] card. The remaining amount is $37.83. That is $54.04-$16.21=$37.83 (the 30% they already refunded).

Business

Response:

We requested the remaining amount of the order, $37.83, be refunded to the customer. We emailed the customer advising him of the refund and offering a replacement be sent from ProFlowers.com as our apology to his wife.

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.

It took a little effort but Pro Flowers made this right.

Regards,

Review: I placed an order on redenvelope.com on 12/13/13 for customized golf link toppers as a Christmas present for someone and received a confirmation email with an order # and estimated delivery date of on or before 12/19/2013. The package has not arrived so I logged back into the website and my order was not listed under my order history. I called and spoke to a customer service representative who took the order number from me and told me that he saw the order but also could not see it in my history and put me on hold.

I was then told that the email address that I used to place the order was "under review status" and I could not place any orders under the email address. He could not answer for me why I was given a confirmation and delivery date if I could not place orders. My method of payment was [redacted] Bill Me Later, which showed a deduction on 12/13/13 of $52.95 from "proflowers.com" which was for this order. I asked to speak with a supervisor and was told that he did not have a supervisor and he took my phone number down and would have someone "review the situation" and call me back.

My husband then called in and was told that the order would be delivered today between 8am and 9pm to my address. When he started questioning why the order was not showing up on line, he was transferred to a supervisor who told him that in fact it would not be delivered, and there was no tracking number for my order. Hence, there was no order. He was told that my account was under review status because I had called in "irate" with no further information. He was escalated to management who assured him that Bill Me Later would be credited back the $52.95 and my order was cancelled.

The customer service at this company is unbelievable. One person tells you one thing and someone else tells you something completely different. Never was I notified that I could not place any orders under my email address or was I ever told that my order was cancelled or not processed.

Now I am out a Christmas present.

On another note, this website is affiliated with proflowers.com and I did have an instance this past summer. I ordered a plant which was never delivered when it was supposed to be (same day). I was promised it the next day and it again was never delivered. It was only after my third phone call to them I was told that one of the plants in the bouquet was not available at the florist, so days after my order was placed (with supposedly same day delivery), it was still not delivered. I was issued a full refund for that order. This may be the irate phone call they are referring to, but I have no idea because no one will tell me.

Business

Response:

To Whom It May Concern,

We have researched this customers account, and per Bill Me Later the funds were released 12/19/2013, back to the customer.

Please let us know if further assistance is needed.

Review: I order mother's day flowers from proflowers on 05.04.2015. total amount was $59.97 was $19.99 each with chocolates. the vase was included with no charge. free shipping was advertised on internet and tv. I spoken with [redacted] and order the mother's day flowers all was $19.99 each. roses with chocolates, multi-colored tulips with chocolates and mother's day spectacular with chocolate all $19.99 each total of $59.97, $12.99 with taxes. I looked at my bank account and $139.38 was withdraw. I called back on 05.06.2015. [redacted] hung up on me and I called again spoken with [redacted]. [redacted] order what she want to give me and charge me accordingly to her figures. [redacted] did not order what I gave her to order. she gave me an order number XXXXXXXXXXX that order number is not in my order record. where is my $66.42? Foul advertising has been play. a. customer service issuesb. product issuesc. refund issuesd. sales issuese. service issuesI want $66.42 be put back into my account immediately!!!!!!!!!!!!!Desired Settlement: Why did the salesperson ([redacted]) did what she did? Refund my monies

Business

Response:

Hello [redacted]

Review: On June 16 I ordered flowers for our anniversary to be delivered on June 17th between 9am and 1pm. I kept in touch with my daughter about the delivery, and by 4pm, the flowers were still not delivered. I called the 888 phone number and asked why. The man put me on hold for about 3 minutes, came back on and told me the flowers were out for delivery (from the local florist) as soon as possible and he would refund the early delivery charge. I waited until 7:15pm, and still no flowers. I called them again, and got a woman this time. I was again put on hold for about 3 minutes, she came back on and said they were not out for delivery after talking to the local florist, and would I want them tomorrow (Tuesday) or Wednesday. I told her they were for our anniversary, which is today (Monday) and they would do me no good tomorrow or Wednesday and to just cancel the order and refund my money. So here I sit on my 18th anniversary with nothing to show for it. I told my wife about what happened and she said it's o.k., it's the thought that counts. I am still not a happy camper as it was suppose to be a surprise for her. Thanks for ruining it Pro Flowers.Desired Settlement: Refund of my money and an apology to my wife and myself.

Business

Response:

To Whom It May Concern,

We have sent this customer a $15 and $50 dollar apology code to be used on a future order and have verified that this customer was never charged for the order.

Please let me know if you have any questions, thank you.

Thank you,

Review: I ordered 15 tulips for my girlfriend for Valentines day at 29.99. Once I got the conformation on my E-mail a couple minutes later the price was doubled. I then tried to cancel and the proflowers web site stated the flowers were in process of being delivered within 2 minutes, so I couldn't cancel them. When the flowers were delivered they were dead and this ruined my girlfriends Valentines present. I feel the web site should be specific about double charging and flowers should be shipped in water, which they weren't. I am very disappointed in this company, due to the bad service they provide.Desired Settlement: I would like a full refund on this transaction and a apology for my significant other. I also fell proflowers should have something done with their web site, so people are not deceived.

Business

Response:

We issued a full refund to this customer on 2/13/2015. I called and spoke with this this customer. I explained where to locate all charges for our orders and offered him a free order for his girlfriend which he accepted. Regards,

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

Review: Around 6 July 2015 I placed four orders online from ProFlowers for four bouquets of red roses, scheduled to be delivered to me, one bouquet per week (the flowers last about one week, and I am a disabled Shakta Hindu Priest who requires them in order to perform devout Puja, or worship of the Great Goddess), to be delivered on Thursday 9 July 2015, Thursday 16 July 2015, Thursday 23 July 2015, and Thursday 30 July 2015, again, one bouquet of red roses per week. The morning of 9 July 2015 one bouquet arrived via [redacted]. I had no reason at that point to expect anything else or any problem. However, in the afternoon a UPS driver arrived with three other boxes from ProFlowers. I refused to accept the delivery, explaining to the UPS driver that ProFlowers had apparently made a serious error and had somehow thought that I wanted all four bouquets delivered on the same day, but that in fact I had placed four separate orders spaced one week apart. I asked the UPS driver to please report that to ProFlowers. He was not very friendly or helpful, but I did refuse the deliveries of the three "mistaken" bouquets. On Thursday 16 July 2015 my second bouquet that I had already paid for did not arrive. I called ProFlowers Customer Service, explained the entire problem, explained that I am a disabled Priest who orders one bouquet of red roses per week on my limited disability income in order to perform traditional Hindu Puja/worship of the Supreme Being, and that I intended to continue ordering one bouquet every week from them, just as I had done from them when I lived in [redacted] for a very long time. They accused me of (1) placing all the orders for the 9th of July (I did not do that, I carefully selected in four separate orders the four separate delivery dates already specified), and (2) accepting the delivery of all four bouquets on the 9th of July (I didn't do thatI refused the UPS delivery of three mistaken bouquets). I began crying (depression) & she hung up on me!Desired Settlement: I am disabled with extraordinary major depressive disorder and after swearing I was being Truthful on the Holy Vedas and Holy Devi-Mahatmya, while crying because of their wrong and unfair accusations and refusal to deliver to me the three other bouquets I had bought from them, all after close to an hour on the phone with two holds, the ProFlowers representative, she just hung up on me! I was not rude in any way, just told the truth about their errors and properly asked for replacement bouquets

Business

Response:

Good Morning,

After reviewing the customers account I see that the customer did speak with one of our Customer Service Agents and I do see notes indicating the orders in question were paid for in full and that the customer did refuse the 3 that arrived all together on July 9, 2015.

I have resent all of the orders in question one per week beginning on July 29, 2015 through August 20, 2015.

Sincerely, [redacted]

Consumer

Response:

Namaste Sir or Madam at the

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory enough to me, even though I already ordered from a different company, From You Flowers, a bouquet for tomorrow, so that now two bouquets of red roses instead of only one will apparently arrive tomorrow. The other weeks will be fine as I will not order further flowers from From [redacted] I will wait for the business, ProFlowers, to perform their promised actions and, if it does, will consider this complaint resolved.

Regards,

Review: I ordered flowers, on May 8th, for my daughters 23rd birthday. They we supposed to be lavender, pink, white, and green. They were delivered on time, but were not the flowers I ordered. The ones that were delivered were white, red, pink, and yellow/green. The vase was different and the Happy Birthday balloon was missing. It was left at the doorstep, which I did not check the box to do so. She lives in a condo and I did not want them left where anyone could walk by and take them. I emailed Proflowers, on the 11th and explained all of this. I also took a survey, that they sent me. I gave it bad ratings because of the problems. I never once heard back to solve my problems with my order. I originally just wanted my balloon money refunded, but the more I think about it and look at the picture my daughter texted to me, the more I believe I deserve all of my money refunded to me. I am so upset over this. The flowers look like a 6 year old picked them and arranged them in a simple vase. This was for my daughters' birthday, and me being so far away from her, it upsets me. Proflowers really messed up and I am extremely upset over this. I spent a lot of money on gorgeous flowers that turned out to be flowers that are not worth nearly half as much as I payed for them. I want this resolved extremely timely. I will never be using this service again and never to suggest this to any of my friends and family. Thank you for your time, reading this. The best way to contact me is though email or text message.Desired Settlement: I would like the entire amount refunded, which is $75.51. I would like it to be refunded within a week after hearing from them. Thank you.

Business

Response:

Good Morning, We have received the customer's complaint

and a request to have this order refunded in full. Our ProFlowers

Florist Express representative has advised me that this order # [redacted] was

refunded in full $75.51.Sincerely,[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. As of May 31st, the company has followed through with their promise. Thank you for all you have done to help resolve this.

Regards,

Review: My husband made a online order on jan29, 2015 for flowers to delivered to me at work and my mother at home. After order was placed he made a call to them to verify order and delivery addresses. He was informed the order went thought. On Feb 13th I should have got my flowers at work, nothing came. Feb 14 my mother's flowers should have came to the house, nothing came. So we called,at that time we found that the order had been deleted and was under investigation. . They could not tell us why. Nor if anyone would even contact us.Desired Settlement: Also we would like a credit in case we ever use them again

Business

Response:

To Whom It May Concern,

We have researched order [redacted], and have emailed this customer a $100 gift certificate with our most sincere apologies. That per our company guidelines we do follow a very strict privacy policy and are unable to release any information with out verifying our customer.

Thank you,

Corporate Customer Service Specialist

provide-commerce4840 Eastgate MallSan Diego, CA 92121Phone: [redacted]Email: [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: Pro flowers sends out emails with very large print and pictures saying ONLY $19.99 to send someone flowers PLUS a free vase. When you go to website it says in large letters $19.99 and free vase (it does say more if purchase a fancier vase). It then leads one to expect this good deal and until I personally got my bill from [redacted], I did not know it would be $42.56 and it also made my checking account used for [redacted] to go over. When I signed in to [redacted] to pay for flowers it said $19.99 plus guarantee delivery of $6. 59; a total of $26.58 This total was large in [redacted] window and I hit confirm. My complaint is the other charges are not explained or shown to the reasonable visible level as the sale they are promoting. Also it opened a regular account in my [redacted] for future orders which I just canceled and had no idea it was there either. Their order blank extends long and thin and usually below the level of a normal browser. The total of sale is large and plain; but the total charged is small and at bottom of page. I emailed them and said this was technically legal but wrong. It is a calculated ad campaign with desired results at the cost of "normal" everyday people expense. Their answer was "next time look at small print and scroll up and down and get a PC that shows all of a website (even if it is two pages? which is not possible)". I understand being smug is legal; but think that is not befitting a member of our business community or of the great institution called Revdex.com. Everyone knows that people will automatically focus on their psychological attempt (which makes them tons on sales) and TRUST the sender or company to be following a code of ethics which shows all costs the same and in a deliberate way to understand. MY Order ID:[redacted] For Delivery To: [redacted] Delivery Date: 2/13/2014Desired Settlement: I would like for them to stop sending out this type of advertisement without all possible costs shown as prominent as the sale price and not hide costs and place them in a way there almost hidden at bottom of the last order page. I would like someone besides me to admit that there are possible millions of "normal" potential customers that would fall victim to this type of ad campaigns. I deserve an apology for the smug and sarcastic way I was "blown off". I am considering using blogs, social media, you tube, complaint and reviews forms, and news outlets to bring this to light and help prevent others (of which I believe are many) from falling for this type of sales. Basically I want a company to act ethical and moral when dealing with the public which is the heart of good business and a principal of Revdex.com. I have always had good luck with the Revdex.com and will give them a chance to respond and compromise before going to next phase.

Business

Response:

Good Afternoon,

We have reviewed this customers compplaint in regards to the order process on our ProFlowers site.

Our sincere apologies for any frustration caused by our site format as well as any response from our Customer Service Agent that may have been perceived as smug. That is definitely not acceptable.

I have refunded the disputed amount requested by the customer of $13.39.

Please see attachment to show order view that customer will always see. Information with regards to costs are listed on the right side of tthe final confirmation page.

I will be forwarding the customers complaint to our Site Management team for review.

Sincerely, [redacted]

Review: I placed an order during the first week of February to be delivered on Valentine's day. I even paid an extra few dollars for the bouquet to be delivered between 9am-12pm because that would be a guarantee the expected recipient would get it. The day came to an end and not only were the flowers not delivered but I did not even receive an email explaining any difficulties the company was having completing deliveries.

I had to purchase another bouquet of flowers so I was totally inconvenienced. I DO NOT recommend anyone ordering from proflowers.com, sure they are highly advertised but their customer service is lacking (I am currently on hold waiting to speak with a customer representative at 6:45am EST), and for the headache you are going to receive you might as well order from a local flower shop. You place an order and businesses are quick to charge your card, but when you need a refund it takes extreme measure. I would have preferred the delivery be made at any point in time during the day yesterday, which is why I never called to complain. This screw up was a total inconvenience and spending money for flowers on Valentine's day itself always ends up being more costly.Desired Settlement: I would like a full refund and a free or discounted future order. In all reality my original order should actually be delivered and I should get my discount. The flowers were for my order anyway and cant be sent back to a store to be sold

Business

Response:

Good Afternoon,

I have reviewed this cx order and find that the order has been refunded in full.

This refund was processed on 2/15/2014.

A gift code in the amount of $25.00 [redacted] has been sent to this cx via email by way of an apology.

Thank you,

[redacted]

Review: Shari's Berries of Provide Commerce, inc. cancelled my order without my authorization and could not provide me with a cancellation/refund confirmation number.

On Jan 31st, I placed an order of perishable goods for my significant other. Order confirmation [redacted]. The order included a $14.99 standard delivery fee and an additional $4.99 GUARANTEED delivery on Feb.14 fee.

Delivery time would be between the hours of 12pm-8pm in Chicago, IL. On Valentines Day we noticed that the package had not arrived. I logged onto their website to track the package and realized it arrived at a post office in [redacted] on Feb. 12th and had not left that location since then. At 6:30 central time I called the company. I was very calm and was expecting a very long waiting time due to the circumstances but fortunately it only took 30 minutes to get to a live representative. I was told I would have to call back after 8:00 if the package does not arrive. I waited until almost 9:00.

Still no package or tracking update. I called back again expecting a long waiting time but got through within 20 minutes. This time I spoke to [redacted] working out of [redacted]. No complaints against her, She was very helpful. She explained to me the delayed weather conditions and give me 2 options. Either get my money back in store credit or place another order for the 18th of February. I told her I no longer wanted the package because it did not arrive on time.

I asked her to refund my money back to the card it was charged on. She put me on hold. After a few minutes she told me someone had already filed a refund for my order and she could not provide me with a confirmation number. I know I did not inquire anything about a cancellation when I called before. I asked her to review the call if it was recorded. I refused to hang up without a confirmation number. I asked her to look more into it.

I was put on hold 3 more times and still she could not provide me with anything. She offered to place a second order at no cost to me. I told her I did not want the package. I told her I wanted to know why someone would cancel my order without my authorization and I wanted a confirmation that I would be guaranteed a refund. She placed the second order anyways. I asked about a manager and she said there were none where she was located. After about 30 minutes I realized we were getting nowhere and figured I would let her go take care of her other customers. l still do not who cancelled my order, I do not know if I will get a refund.

A business that makes a customer wait 2 hours to be told that their order was mysteriously cancelled and not being able to provide a confirmation for the cancellation lacks professionalism.Desired Settlement: I would like a confirmation number for the cancellation and refund of my order and for this business to have better practices.

Business

Response:

Good Afternoon,

In reviewing this cx order #[redacted];

I see notes stating customer called in, advised of delivery delay due to weather and at this point the customer asked to have the order cancelled, stating it was for Valentine's Day. Due to the order being out for delivery cancelling it was not an option. The order was refunded in full on 2/14/2014 and a replacement order at no cost to the cx was sent out, #[redacted]. The original order did deliver the following day 2/15/2014.

Thank you,

Review: After browsing on the ProFlowers web site, I selected a floral arrangement in the amount of $19.99. Having little money at this time, I thought that the arrangement would be thoughtful and when I visited my mother, I could bring a gift. I placed the order on line. The shipping charges were not evident until AFTER, I divulged all of my payment information and clicked "submit". The total amount taken from my account was: $43.83! More than double than the cost of the flowers! $14.99 and an additional $4.99 to deliver 12 roses totalling $19.99? Was there a guarantee that Johnny Depp would hand the flowers to my Mom on Mother's Day Morning? I immediately phoned the company and asked that the order be cancelled and my funds redeposited in my account. I was told that the funds could not be released for 5-7 days and that the order will be deleted. I said: 1. I want a confirmation/e-mail and cancellation number and 2. I WANT MY MONEY IMMEDIATELY! If, by one click, my funds could be removed, why, in one click in less than 5 minutes, could they not be returned? I was told that there was no way to receive a cancellation confirmation because the order was deleted and did not exist. If I wanted my funds released back to me, an order for a "call back" would be issued and I could speak to the business office. The business office did not phone. I emailed the corporate headquarters - Mr. [redacted], the CEO. Of course, no response! As it stands, I have no cancellation confirmation because technically there is no order; I have no money, ProFlowers won't return my $43.83 immediately; no return call (like that would happen) and the entire order is deleted?Desired Settlement: I insist that my $43.83 be made available to me immediately. The money is a "pending transaction" therefore unavailable. I insist that ProFlowers redeposit the funds TODAY! By the end of business this afternoon, that "hold" must be dissolved!

Business

Response:

We did immediately cancel this order and message her bank to release any holds on her account for this cancelled order on 5/7/2014. However we did make the mistake by not sending her an email to confirm this. I have emailed her apologizing for this oversight and sent her a $20.00 gift code to use on a future order on any of our six brands.

Regards,

Corporate Customer Service Specialist

provide-commerce

4840 Eastgate Mall

San Diego, CA 92121

Phone: 800-233-9551

Email: [redacted]

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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: This is to add to the complaint I filed yesterday. Today I found out that the flowers arrived without water. I received a confirmation email that the flowers were on a truck to be delivered at 6am. The truck delivered to the recipient at 2pm with an email confirmation. This means the flowers were without water for 8 hours!!! Today the flowers are already wilting. I have taken more pictures of this utter catastrophe. My valentines day has been completely ruined since this company couldn't manage to send my love a quality flower arrangement. I expect a full refund and replacement of my purchase!!Desired Settlement: I expect a full refund and replacement

Business

Response:

As requested we have refunded and replaced our customer's order. We have sent apologies to both the sender and recipient.

[redacted]Customer Service Specialist

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