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Terrible Service - Non Delivery
Posted by Sacnorad on 08/05/2011
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 (8/4/1!) 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 before hand 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.

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Do Not Do Business
Posted by Jimrosas on 03/22/2011
They did not delivered flowers on Valentine's Day. Not only that, they would not reply to emails or inquiries for an entire MONTH, and then they claimed that the flowers were delivered.

They are THIEVES, they won't refund the money and outright LYING because NO FLOWERS WERE DELIVERED!!!

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FTD charges $$$$ doesn't deliver
Posted by Yobdab on 02/15/2011
DOWNERS GROVE, IL -- Ordered flowers from FTD three days before Valentines day and paid extra $18 to have flowers delivered on Valentines 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 straight forward with their customers, If they could not fulfill the order I shouldhave been notified so I could have made other arrangements but apparently they over book just to get the extra money and if your not happy with that too bad! F**k FTD
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Posted by DebtorBasher on 2011-02-15:
Did they say what time they were delivered? They may have been delivered on Valentine's Day, but after she left. That happened to me before and I found them there on my desk when I went in the next morning...even though I noticed on the card, it stated to be delivered between 9am and 4pm...after that, my friend stated between 9am and noon, knowing I'd be there until 5pm.
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Case of the lying florist/missing delivery
Posted by Maycup Chick on 12/13/2010
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 5p 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.

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Posted by FloridaLizardQueen on 2010-12-13:
I would call your credit card company and dispute the charges on the grounds that the florist did not deliver as promised.
Posted by Emily Jones on 2013-05-30:
As a florist....next time order direct from a local florist...too many people involved and extra charges for you! You hired a order gatherer, and you are just an order to them.
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How to ruin a Valentine's Day by FTD
Posted by Bluesboy on 02/15/2010
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 rerouted 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 there gate, inside where 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.
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Posted by shootingstar1284 on 2010-02-16:
I understand you wanting your money back, and considering the state of the flowers you received you may want to contact FTD again. As for the delivery time, I don't know about the Midwest, but the East Coast got slammed last week and all deliveries, mail, flowers, or otherwise, were delayed.
Posted by MissMae on 2010-02-16:
Shame on FTD and I hope you follow this through until you are satisfied...but, not receiving flowers on the 12th didn't ruin your Valentines weekend, I'm sure your wife appreciated the thought.

On a side note, I never did understand why women expect their flowers to be delivered at work before Valentines if it happens to land on the weekend? I have seen women call their husbands/boyfriends while at work and ask why their flowers haven't shown up yet, when it's starting to get late in the day...is it a status thing or what?
Posted by Anonymous on 2010-02-16:
You already knew there was bad weather so that should have told you why there was no delivery at that time. To make matters worse, they told you so and you still got annoyed at them. Did you intend someone to risk their life for that vase of flowers?

Now, delivering the way they did was wrong. But if the business was closed on Saturday then it would have had to wait til Monday. You deserve a refund since there was no policy on late deliveries on the website that I could find. However, from the tone of your post, you gave an attitude that was no needed when it was explained to you about the weather.
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FTD.com - Inaccurate Order, Delivered Day Late, Poor Customer Service
Posted by Flgirl_223 on 11/06/2009
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."
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So Much For Mother's Day
Posted by Duvall on 05/10/2009
OKLAHOMA -- I ordered 4 flower arrangements to be delivered May 9th or 10th for Mother's Day. On the 9th I got a notice that 1 could not be delivered due to not having a florist available in the area. I had picked the arrangement I did because it specifically said it could be delivered to the address on the 9th or 10th.

Then on the 10th I got another e-mail stating that a second arrangement could not be delivered this weekend due to the holiday, and did I want it delivered 2 days late with a $10 discount or a full refund and cancellation. I canceled.

In the end 2 of the 4 arrangements made it to their end destinations, but I'm not sure what kind of shape they were in, I have yet to see either or hear a report. I'm not holding my breath that they were great at this rate. I will never order from FTD again.
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FTD is a incompetent
Posted by Brody01 on 03/06/2009
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 and 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 recd 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. There 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 diffidently will not use them. I wanted to surprise her, they ruined that!

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Posted by Anonymous on 2009-03-06:
I've ordered from FTD and never had a problem. However, to avoid any issues, you should call a local florist directly. You cut out the middle man and get a better bouquet for your money. I hope your daughter is feeling better.
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FTD.com is terrible
Posted by Elliot2008 on 01/20/2009
I am usually not one to file complaints or take the time to write negative reviews but this time they have left me with no other choice. I placed an order for a flower arrangement to be delivered to my mother's workplace for her birthday. The Order was placed on January 19th and was to be delivered the 20th (the day of her birthday). I should have known better because they've pulled stunts like this in the past, but I decided to give them one last shot. Low and behold, 5pm rolls around the corner, and my mom has received no flowers. I called and tried to haggle with them for over an hour to no avail. They blamed it on the florist and how they can't control "international deliveries." Well, if you can't control international deliveries you have absolutely no business running international accounts with your misleading "next day service" claims. They did issue a full refund, but I feel as though this calls for some restitution because they failed to comply with the terms of the contract. And they completely spoiled what would've been a great birthday surprise.

I recently found that they had a dispute with Pro-Flowers so I encourage everybody to do business with Pro-Flowers and forget about these small time criminals. Hopefully they'll go out of business and get everything they deserve.
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Posted by madconsumer on 2009-01-21:
was this an international delivery? if so, did you take into account the time change?
Posted by Anonymous on 2009-01-21:
International or not, FTD (nor any other order-gathering service) has control over deliveries. In most cases, neither does the florist. Weather and flower availability can affect delivery times. Good luck with Pro-Flowers. They are nice if the recipient likes putting their own arrangement together.
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Terrible Product, Terrible Service By Ftd.com - Flower Delivery
Posted by Bt02476 on 05/10/2008
ARLINGTON, MASSACHUSETTS -- Here's what I tried to send to FTD (without the personal identifiers) because the phone kept me online for over 45 minutes. So I went on line and the online form did not work. I have a screen shot of the error message telling me to enter the order number.... which was entered exactly as it was provided in the delivery. :

My daughter sent me what she thought was going to be a big beautiful bouquet of flowers. She is too upset by the delivery to contact you. This pretty much ruined the present she had planned. I am appalled at what I received. As of Saturday, today, NONE of the nine puny tulips have opened. Only 3 buds on the lilies have opened. The display, even if it were in bloom, is pathetic compared to the photos sent in the accompanying FTD brochure. There are only two kinds of flowers, no greens, no comparison to photos. It may be the thought that counts. But she provided the thought. The rest of what arrived is an insult. I strongly suggest you refund her her money and provide her with an apology.

I will be waiting to hear if you are prepared to do the right thing here. If not, be assured I will hit the blogosphere with my testimony about your totally inadequate service.

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Posted by Anonymous on 2008-05-10:
Hello Poster! I look forward to complaints about floral wire services because I have a horse in this race. Here's what happened to you: Your daughter ordered a tulip arrangement (probably for around $30-$60...the price is just for illustration). FTD kept about 1/3 of the price as their 'cut' for simply taking the order (leaving $20-40 for the receiving florist to work with). The florist may (or may not) be compensated for delivering the flowers. If they are compensated, it rarely covers the delivery vehicle/staff costs...subtract $5. This now leaves $15-35 for flowers, labor, and other overhead (utilities, wire service membership, insurance, etc). Labor is about 25% of the arrangement cost (nobody, not even florists, works for free). Other overhead is about another 25%. The florist has (out of the original $30-60 charge to your daughter), $7.50 to $15 with which to fill her order...it does not buy many flowers. Many customers are shocked to learn how much flowers cost...upwards of $8-12/stem for some varieties. Even the 'lowly' tulip is fairly expensive and I am not surprised that you got a disappointing floral piece.
Next time, tell your daughter to visit a bricks and mortar flower shop. Not some grocery store floral department! She can ask the shopkeeper to fill her order 'shop-to-shop'. Many independent florists receiving such orders will discount their charges up to 20% for the sending shop. In addition to not getting 1/3 fewer flowers because of an order-gatherer, you actually get up to 20% more in flower value!! The convenience of clicking on computer images, or simply calling a chimp wearing a headset to place a flower order comes with a high price. I am truly sorry you were disappointed. Please know that many florists are heartbroken to learn a recipient was unhappy with what they crafted. Until consumers return to the florist to buy directly, the problem you so accurately complained about will worsen. I hope this helps.
Posted by hello dolly on 2008-05-10:
Great info.. I never knew
Posted by Nohandle on 2008-05-10:
Anyone remember the days, or hearing of the days, when flowers were ordered locally to be "wired" to the recipient? If one saw a photo in a newspaper insert for an uncoming occasion, he ordered that and the exact arrangement was delivered. No substitutions, not even the container. In order for a florist to belong to FTD or other well known group he adhered to the policy set forth or lost his paid membership. They actually had standards.

Those days are over, and the "we allow substitutions" has become an invitation for some florists to rid themselves of unwanted/dated stock. Of course, by the time an online order gets through all those give me my share parts... little is left for the arrangement. I don't understand why some reputable florists continue to belong except for the exposure.

Your daughter, in good faith, sent you what she thought would be an arrangement as pictured. Enough of these complaints and people will wise up. I'm sorry it happened to you. In the future others might think of ordering locally and their trusted florist handling the rest.
Posted by Anonymous on 2008-05-10:
Or you can do what I do. I use Pro Flowers when I have to send a couple dozen roses or something to a distant location. They have always done me right, great flowers at very fair prices. There are a couple of complaints on M3C's about Pro Flowers but you will find alomost every company listed here so you just have to do what works for you. Truly hope it works better for you next time.
Posted by Anonymous on 2008-05-10:
Wow, do I remember the days of 'wire orders'!! Nohandle is right on all counts! Standards were important because an individual's shop reputation was at stake. If a florist needed to substitute, they called the originating florist for permission. If the container was not available they offered a substitution, because some things sold out and it is better to get 'something' than 'nothing' on a special day. In those days, if a shop did not want to stock a container, it was their choice. Today, participating florists are shipped containers (cheaply made, but marked up to the participating florist) without consent. A florist is forced, by being a member, to order several boxes of an item, and there is no assurance the item will sell in this market. Translation: more overhead.

"I don't understand why some reputable florists continue to belong except for the exposure."

Here is the very sad truth, Nohandle. Cities used to have real flower shops, run by professional florists. Today, 'florists' are found in grocery stores, big box stores, even hardware stores. The local market has settled for 'convenience' over quality. "Why go to the flower shop when I can get 'something' at the grocery store?" The rest of the market goes online to buy flowers. The only market, and it is dooming its participants, for real florists is to be a participant in the order gatherer scheme. They are cutting their own throats. Once the independent shops go the way of the dodo, where will people get quality floral pieces? They won't be able to. They will be stuck with mediocre grocery store arrangements or 'iffy' internet orders. Some of the market will go to "Basement Bettys"...unskilled, untrained hobby 'designers' who pay no sales tax, business property taxes, or contribute much else to the community.
Yes, allowing substitutions allows even reputable florists to insert 'less than perfect' flowers into an arrangement. Because the order gatherer makes it impossible for the florist to fill an order with high-quality blooms...they use whatever stock they may have available. The florist is put into a dilemma 1) Fill the order with fewer, high-quality cuts, or 2) Fill the order with the proper number of lesser quality cuts. Filling the order with the proper number of high-quality blooms is not an option...there simply isn't enough money to do so...the order gatherer snagged 1/3 of the price simply for answering the phone.

What an appropriate thread for Mother's Day! Thanks Nohandle...you understand the problem.
Posted by Anonymous on 2008-05-10:
superbowl and I have crossed our sabres over ProFlowers in the past. ProFlowers is a viable option if you are willing to settle for a self-built arrangement. This is like taking home a couple of steaks, potatoes, fruit and desert...dropping the items in the kitchen in front of your wife...and proclaiming "Happy Valentine's Day" instead of taking her to a nice place for dinner. Mrs. Superbowl may settle for that...Mrs. Ghost of Doc J would perform urological surgery (sans anesthesia) on me if I did it.
Posted by Nohandle on 2008-05-10:
Yes Doc, I understand the problem. As to my comment "I don't understand why some reputable florists continue to belong except for the exposure." it was because of the yellow page ads still available in many areas. Some remember when FTD was the finest and if one saw a listing under that ad automatically "assumed" all would be perfect. How times change.

Super, at my office a hugh box was delivered from Pro Flowers on Thursday. Two dozen red roses along with a tall, narrow vase. The stems of the roses were wrapped in some sort of damp floral packaging. Instructions were included to cut an inch off the stems, two packs of Fresh Cut Flower Food and even a brochure for tips on arranging. Other than a local florist walking in with a beautiful arrangement, sometimes that's the only way to go in areas you are unfamilar with or your local florist has no listing for. In this case the flowers were beautiful.

Let's wait until Monday or Tuesday. THEN we will really learn of those who came through and those who didn't for out of town deliveries.
Posted by Anonymous on 2008-05-10:
Yellow Pages never made sense to me...overpriced and your ad sits on the page right next to your competitor. At one time, as you say...the FTD Mercury emblem was a sign of quality. Even I will admit outfits like ProFlowers have a (distant) place if the buyer has no access to a real florist.
But I was almost on the floor laughing at the description of the ProFlowers rose 'arrangement'. If all one expects of a floral designer is that they be able to shove a dozen roses into a vase...ProFlowers would be an adequate substitute for a florist. Not many people will be happy even with a Rolex if they had to assemble it...same with real floral designing. I'd LOVE to see ProFlowers send someone a 'casket spray kit'...LOL!!!
Posted by Nohandle on 2008-05-10:
This particular individual was delighted since her son was overseas and she didn't expect anything from him. Sometimes you do what you have to do.

I do think this thread has to do with FTD. Their standards seem to have come down to the basement level. It's a shame.
Posted by Anonymous on 2008-05-10:
If my son were overseas (military I presume)...I would be delighted to get a gift-wrapped, used toilet plunger (assembly required) from him. Sorta like ProFlowers, no?
Posted by Nohandle on 2008-05-10:
Quit being so ugly Doc, LOL. Yeah, she would have been delighted with anything. The flowers were pretty, although I hate to be the bearer of sad tidings. ORDER LOCALLY if you have an option. Enough said.
Posted by Anonymous on 2008-05-10:
"settle for a self-built arrangement"? I think not, for the price and delivery time they can't be beat by a local florist. That is if you can even find a local florist (which I could not) to a distant area.

I would use Pro Flowers long before FTD when needing to send flowers. But Doc, you do what works for you and others will do what works for them. It's the free enterprise system hard at work.
Posted by Anonymous on 2008-05-10:
Okay, I received a beautiful bouquet of flowers from my son today. They were from an FTD florist and it was one of the most beautiful arrangements I have ever received. The flowers were very fresh and just opening--so I know they will last at least 7 days as FTD promises. There are roses, tulips, and some others I don't know the names of.

BT, today or tomorrow is a horrible time to try to contact any florist by phone. They are swamped. FTD florists guarantee satisfaction or they will replace the entire arrangement. Give the florist a call Monday or Tuesday and ask for a replacement. I know it works because I have put it to the test in the recent past. The reason they do have to substitute flowers is because it's Mother's Day and they run out.

In the future, if someone is thinking about sending flowers for a holiday, send them well in advance (at least a couple of days). This usually assures a nice arrangement.

As a side note, I also sent flowers to my daughter through FTD last week for her birthday and she said the arrangement was beautiful--so I guess it's hit and miss sometimes.
Posted by DebtorBasher on 2008-05-10:
Dianec...they sound beautiful! Happy Mother's Day to you! You should take a photo of them and write up a review...I'm sure there's going to be alot of "florist" complaints by the time Money rolls around, it would be nice to see the compliments as well.
Posted by Anonymous on 2008-05-10:
Additionally, if you belong to AAA, you can visit their web site and get 20% off FTD arrangements. They also give you a code where you can call an FTD florist yourself. It's a pretty good deal.
Posted by Anonymous on 2008-05-10:
Thank you, DB! I was thinking about doing that right about the time I saw this post. Unfortunately, my computer is too messed up for photos--or maybe it's me! But, I could definitely do a review.
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