FTD.Com Complaint - Terrible Service - Non Delivery
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.