NAITIONWIDE -- Three days before my uncle's viewing I went online and ordered flowers from FTD to be delivered to the funeral home. I was 1500 miles away and could not be at the service. With service charges the order totaled almost $200.00 which was charged to my card immediately. I got a confirmation email but the next day got another email saying that the local florist rejected the order. The email had a link which I assumed would explain why the order was rejected and what my options were. I was wrong. The link just took me to the main FTD site.
I called the 800 number and spent 25 minutes on the phone with a pleasant, English-speaking woman who explained that the florist didn't have the flowers necessary to complete the arrangement that I picked and she could help me pick something that was available. I went online and went over item by item with her to see what the florist would have. Everything looked great. Plenty of time for the order to be delivered. I slept well that night.
Next morning, got an email from FDT that order was rejected by local florist. One day before service called 800 number. Had to tell entire story from scratch to the pleasant, English-speaking woman who would personally call the florist to find out what was available and could be delivered on time.
7:00 PM get email from FTD that order has been rejected by local florist. After very irate phone conversation with woman in Bombay, I am told that she will call local florist first thing in morning and demand that he deliver something appropriate in time for the service.
Called 800 number at time of service. Spent 30 minutes with different woman in Bombay to determine that flowers were not delivered. Order was rejected by local florist. These people are incredibly incompetent. A system which allows a sale to be made on items not available is unbelievable. A system which allows the "local florist" to reject order after order with no reason or explanation is incomprehensible.
I ordered sympathy flowers to be delivered to a CEO who had passed away. The night before of delivery I received a email stating there was an issue and they could not reach me by phone. I never received a phone call. I called 7:00 am Wednesday morning, spoke with a representative and the issue was in the colors of the flowers. We worked it out.
Friday morning the day after the funeral, I received an email "We regret to inform you that, despite our best efforts, we were unable to complete the delivery of your order due to the time constraints of the funeral service. We apologize for the notification of this inconvenience via e-mail, but we were unable to reach you at the phone number provided." THEY NEVER CALLED ME! AGAIN.
I called them Friday morning and the representative now says "oh we don't have a store in the area!" Well your email says something totally different. NEVER, NEVER USE FTD AGAIN. This was my first time and I am one and done. Oh the representative did ask if I wanted to send a plant to the home of the deceased. UUGGHH - I really wanted to tell her where to put her plant. But I did not.
BREMERTON, WASHINGTON -- I ordered a beautiful $100+ flower arrangement for a dear family friend who died way too young. The family doesn't have a lot of money so I knew they would need a nice centerpiece for the service. I don't ordered on a Friday morning and the service was Sunday. They listed Saturday as a choice so I picked it. They automatically entered all the funeral homes information for me because it was on their website. It was on the obituary a button that said "send flowers for "their name" service".
What a lie! I could have ordered flowers from anywhere but I figured they were the best bet on getting there. But no I pushed the button and FTD flowers failed to deliver. They didn't even let me know until I called a day after telling them I was looking at pictures online of the service with no flowers! Then they said "ohh ya they couldn't deliver on Saturday". Then why list it? They will never be able to make this up.
DOWNERS GROVE, ILLINOIS -- I ordered sympathy flowers from FTD.com for my best friend whose grandmother had passed away. I wanted the flowers to arrive before the memorial service and so selected "same day delivery from a local florist" on the FTD website. I paid $75 (after a 10% discount code) for the flowers, which included a $15.99 "service fee". What a joke!
These idiots charged my credit card the same day as my order (8/2/11) but did not deliver the flowers. When I was at the memorial yesterday (8/4/11), I gently asked my friend if he'd received the flowers - and he said "no". Unbelievable. This morning (8/5/11) I get an email from FTD saying they "need to reschedule the delivery". No call, no notice beforehand of any issues. I know for a fact someone was home to receive them all week.
I called FTD's customer service 800 number. After about 15 minutes on hold, a pleasant and English-speaking representative told me that the florist this order was assigned to had rejected it on 8/5, so they needed to reschedule. I asked her to refund my order and she said she would check if she could. She claims I will have a refund shortly, and offered to send me a $25 gift certificate for a future order. HOW DOES THAT MAKE THIS RIGHT? It doesn't! Offering to make good on the delivery I requested, at no charge, would have been a start.
I imagine a large portion of FTD's business is sympathy and special occasion flowers that are TIME-SENSITIVE. I never expected a nationwide business with this level of name recognition would ever be so inept at something so core to their business.
My strongest possible suggestion to anyone reading this - AVOID FTD AT ALL COSTS. Call a local florist directly, or, better yet, if time permits go to Costco.com and order your flowers there. You get more for your money and they are all about customer service.
This past Saturday, my fiance's family threw his mom an 85th birthday bash and I couldn't make it, because of the flu. I logged onto my account and FTD.com and looked through arrangements that I could send to her SAME DAY. I found the perfect one and paid for it. I then let her daughter know to be on the lookout for the delivery. That was at 10 A.M. The party starts at 5 pm and I call to ask about the flowers...no flowers.
I waited and then called back to wish the birthday girl a happy birthday and to ask her how she liked the flowers. She said she didn't get any. I called FTD.com's 800 number and was told that their system was (a) down for maintenance and (b) being upgraded and it would take about 8 hours, but he was taking my info and someone from the morning crew would give me a call to resolve the issue. That never happened; I ended calling them yesterday afternoon and had a series of folks who gave me the runaround about my order.
Of course, the florist was closed and they wouldn't know anything until Monday, but they would have someone call me as soon as they talked to the florist. I just got off the phone with yet another CSR from FTD.com and she told me that she can only go by what the florist told her which is they attempted to deliver the flowers and no one was there and they left a tag on the door. Big, fat LIES.
There is always someone in the home and there was a party in the works, so deliveries were coming all day. How did that one get missed? I'm guessing they looked at the rainy weather, looked at the location of the delivery and just decided not to deliver and just say they did.
Horrific experience!! I ordered flowers to be delivered on Nov 5th (what would have been my grandparent's anniversary) to my grandmother. I usually order direct through a florist and tell them what I want, but I chose to use a deal from work and order through FTD.com. This was a terrible mistake and one I won't make again because I just got a phone call from my grandmother on Nov. 6 saying she had just gotten the flowers.
Apparently, the FTD florist that was used by FTD.com called her yesterday to ask her if she lived in Melbourne, she said, "no Titusville" (even though it was submitted with the order). When she told them that they said, "Oh, well we have a flower arrangement here for you, but we will deliver it tomorrow." This is unacceptable, but not even the end of it.
When she described the flowers to me she said they arrived in a jack-o-lantern jar. Well I ordered a pumpkin jar (without a face) filled with fall colored flowers not a jack-o-lantern. I didn't want something that looked like it was for Halloween since it has already passed & this was a thinking of you arrangement so I would never order that. I can't believe that they couldn't even get the arrangement right.
So I called FTD.com when I got home & they told me we can go back pick-up the arrangement, correct it & then bring it back. This is an inconvenience for my grandmother so I said can't they just bring the new one when they pick up the old one? "No, because they will use some of the current flowers." So I said "No" and she said, "well the best I can do is give you a 15% discount." I said well I will never use FTD again & I was told, "well your discount will be applied to your card in the next 5 days. Have a good night."
CALIFORNIA -- My daughter who is away at college was admitted into the hospital for emergency surgery. Being that I couldn't be there, I wanted to send her some flowers to let her know I was thinking of her and to try to cheer her up. Well, the flowers never got there. She was being discharged so I called to find out what had happened to the flowers. After being put on hold, I was told that the local florist never rec'd the order. Apparently they had some type of computer glitch. No apology. I was told that they could deliver them the next day.
I told them she was going home so to send them to her residence. I gave them the address and specifically told them it was the backhouse indicated by the 1/2 after the address. I told him to make sure there was a notation on the order so they would not be delivered to the wrong house. This afternoon I called my daughter to see if the flowers had arrived and was told no.
I called FTD again and emailed them again (I never received an email response back from them both time I tried to contact them via email). I was told they would try and deliver them tomorrow (again), I got a little angry and upon further checking she said, "oh, they were delivered this morning."
I inquired as to where and she said that they left the flowers on the porch as no one answered. By this time I figured they had been delivered to the front house; I called my daughter back and her friend went over to check the front house. Sure enough they were there. Soaking wet from the rain. I will never order from them again. Their service is awful.
I never received a confirmation of the order, they never had the common decency to contact me and let me know that the order wasn't delivered the first time and offered no condolences regarding their complete mismanagement of their business. I rarely order flowers but next time the occasion arises, I definitely will not use them. I wanted to surprise her, they ruined that!
DOWNERS GROVE, IL -- Ordered flowers from FTD three days before Valentine's Day and paid extra $18 to have flowers delivered on Valentine's at wife's job. They were never delivered, went to FTD website and filled out their order confirmation email and received an email saying the flowers were delivered. Called their 800 number and after a 46-minute wait, was told the flowers were not delivered and the email response was an automatic reply.
Was informed they would refund $5 dollars and deliver them on the next day 2/15. Flowers never arrived. Called 800 number again and after a 35-minute wait was told I would have to wait until 7-8 PM to make sure the florist wasn't running late. Believe me the florist is not running late - flowers will not be delivered. Filing this complaint and with the credit card I used to pay for the flowers.
FTD sucks and are not straightforward with their customers, If they could not fulfill the order, I should have been notified so I could have made other arrangements but apparently they overbook just to get the extra money and if you're not happy with that, too bad! ** FTD.
Ordered flowers online with FTD on Tues, 2/9/2010 for delivery to my wife's work on Fri 2/12/2010. I was hoping this would be the start to a wonderful Valentine's weekends. Friday the 12th arrives and passes, no flowers delivered, no phone call - they had my cell, home and work. On Sat I called FTD "customer service", they told me of weather delays in shipping and told me they could be re-routed and delivered on Sat...at a charge of $18.95...I didn't ask for Sat delivery, I asked for Friday delivery.
I requested a refund which I still have not seen. To add insult to injury, on Monday my wife arrived at work to find a box from FTD which had been thrown over their gate, inside were the flowers, dead, a broken vase. This box had been exposed to the Midwest weather for the weekend, snow and cold don't make roses very pretty...but I guess in FTD's mind, they delivered. Thanks FTD for giving my wife and I such a wonderful Valentine's Day.