Avas Flowers

I am rejecting this response because: As described to Avas in each of my four phone calls, the recipient was home every moment from Friday evening 6/19/15 until the present.  She is recovering from foot surgery and has a home health aid there as well.  This is a single family home in safe neighborhood with a very clear front door.  It is an 800 square foot cottage.  There is no way they would not have heard FedEx arrive.  The are a few other cottages on the same culdesac, but all the neighbors know one another and would have brought the flowers to Susan if they were left at a home nearby.   When I apologized to my friend that the flowers did not arrive, she noted that someone had tried to send her flowers via Avas in the past and they never got there.

Complaint: [redacted]
I am rejecting this response because:
As I stated to the company the funds were never placed on hold they immediately went through. I feel that it is an invasion of my privacy to give this company a copy of my bank statement. They have proven their shoddy business practices already why would I trust my private information to them? They made the mistake I did not. The only part of the statement  they will see is their deduction. They have already been informed of this.

ORDER#[redacted]: [redacted], please accept my sincere condolences for the loss of your mother. As per the florist:ACTUAL DELIVERY DATE: 12/20 ACTUAL DELIVERY TIME: 10:50 AM . PRODUCT DESCRIPTION:   funeral basket on easel w/ pink and white flowers including; roses, mums, carnations,...

glads, alstroemerias and lilies. It was delivered @ 10:50 and the driver whent up the steps, behind the coffin to place the arrangement. This is the information the florist had for delivery to be on time:Funeral service will be on Saturday, December 20, 1 p.m. at [redacted] where friends may call two hours prior. A viewing will be held Sat. 11 a.m. to 1 p.m.

Complaint: [redacted]
I am rejecting this response because:I realize that on paper this big company has all the points covered.  However, I am looking for a human response to this issue.  I am happy to supply all 10-12 emails that went back and forth between this company.  They have stalled, kept my money, and delivered a substandard product.  I don't want a replacement.  They ruined my Mother's day gift and have fine print to back it up.  They delivered flowers the delivered late, they died within 24 hours....delivering a new bouquet doesn't make up for that, I just really want them to not profit from it.  It's sad that big business wins and there is no just right and wrong.  Guess I just need to read the fine print next time.  But, trust me, just because they legally may have it all covered, doesn't make it right.  I was hoping that either the florist would want to do the right thing by refunding my money or the Revdex.com would help me get a refund.  It's shameful that they will get away with an unethical practice of "fine print"
Regards,
[redacted]

R[redacted], my apologizes for the issues mentioned for your Avas website order. The on line description of your arrangement is as follows: Pastel Dreams Bouquet @$39.99-Soft and soothing, the delicate pastel petals of the roses, carnations, and alstroemeria with no indication of...

the type or the amount of flowers that are to be used either. - See more at: http://www.avasflowers.net/product/pastel-dreams-bouquet#sthash.aoeAFIUv.dpuf I...⇄ pictured is a depiction of an arrangement that we will make as similar as possible with the same look and feel.  The florist used this recipe to fill the arrangement to value too:A cylinder vase with1 lavender or lite pink rose, 2 stems of lavender carnations, 3 stems of lavender or pink alstroe and lavender waxflowers with Salal.The customer called customerservice to compalin on 6/4/15 and was offered, as per the Avas policy shown below, a pick up and re delivery of the arrangement. The customer refused that offer. Customer requested a full refund, which is not possible, based on that same policy, without the florist picking up the arrangement delivered. The customer was issued a partial refund in the amount of amount of $9.99 vs Transaction [redacted] on 6/04/15.       ON LINE ORDER PROCESSING:In order for a website order to be processed, the customer "MUST" check our TERMS of SERVICE prior to placing the order. At that time, the customer has the choice of viewing those terms and policies. Whether they read read them or not, they are bound by those terms. The customer MUST approve the acceptance of those terms of service before finalizing the on line order or the order will not be placed. Prior to the acceptance of "the terns of service", all of the charges for that order are shown and MUST be reviewed before acceptance of the order.Consumer must review company policies/guarantees: When is the deadline to place an order for it to arrive by a specified date? If something were to happen to your online order, would you be able to receive a full refund or replacement? Read the company policies for returns/exchanges and the fine print associated with your order to understand your rights as a customer of the company.Please read this Agreement carefully.  If you do not agree to this Agreement, you may not access or otherwise use this website or purchase products or services from us. Avas Flowers Satisfaction Commitment:In the unlikely event you are unhappy with your product(s)  we will offer to pick up and re-deliver another product(s) if you notify us within 7 days of receiving the flowers that you are not satisfied.Substitution Policy:The flowers shown online are representative of color scheme, look and feel, overall style, and value; however specific containers and or flowers will vary in some cases due to floral designer interpretation, availability or need to meet our quality standards.The order was placed via the website on 6/02/15 and delivered, as requested on 6/03/15 @2:45 to [redacted], Memorial medical Center, Modesto, CA. There are no additional offers to resolve the customers issues. Thank you for your understanding, Robert

Complaint: [redacted]
I am rejecting this response because:  Even though AVAS feels they have satisfied my order.  The online description and their sales person's description of the large bouquet was far superior than what I received.  There was no quantifiable order of flowers provided to me at the time of purchase.  I reported my dissatisfaction within the 24hr period and as per your policy I have the right to request a return/refund.  I did make this request the day I received the bouquet but was denied this option...I want to exercise your REFUND policy.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The flowers recieved were definatly not what I paid for. I even ordered a deluxe and the arrangement we got maybe had five flowers the Lily's weren't even bloomed. I wanted two latex balloons and they weren't on the arrangement either. Attached is what I was given and what I ordered 
Regards,
[redacted]

The on line delivery information for Dozen Roses,Farm Fresh 12 Stems Including Vase is @US $39.99. Delivered via UPS/FEDEX in an award winning gift box. Other Items on the site are available for same day hand delivery by your local florist. Please call us if you need help, we are here to assist you. Next Day Delivery Available and the item requested was for SAME day delivery and FARM FRESH is next day delivery ONLY as stated. Products that marked as Wholesale or Farm Fresh/Farm Direct or delivered in a Gift Box are offered as part of our Direct from the Farm and Warehouse Direct programs. These items are only available through delivery via UPS and FedEx - therefore they cannot be delivered the same day. All other items on our site are available for same day florist hand delivery by your local florist, subject to availability.Methods of Delivery:We deliver flowers and other products in one of the following three ways:1. Personal delivery in one of our vehicles from our physical location;2. Personal delivery from one of our affiliates (a local florist); or3. Delivery by UPS or FedEx from our physical location or through an affiliate direct shipping for us.At the time of the order being placed and processed, a copy of the invoice is email to the customer for their review. That is the time for the customer to voice their concerns.Based on the information shown, no offers for a refund are available. Thank you for your understanding, RobertAvas Flower Terms of Service:You agree to this Agreement by doing any one of the following:1. Using, accessing, or viewing this website; 2. Registering for and using an online account through this website; 3. Submitting content, such as product reviews, to us for publication; 4. Ordering or purchasing flowers, balloons, chocolates, baskets, food, and other products or the delivery of the same from us.Please read this Agreement carefully. If you do not agree to this Agreement, you may not access or otherwise use this website or purchase products or services from us. As shown within the product within the Avas website for delivery information is:Delivered via UPS/FEDEX in an award winning gift box. Other Items on the site are available for same day hand delivery by your local florist. Please call us if you need help, we are here to assist you. Next Day Delivery Available and this is not intended for same day delivery as shown. If the customer accepted next day delivery, the wholesale prices mentioned would have been available. On 3/18,  the customer called to speak to a customer service representative. We have on our website one dozen roses with vase for $39.99 and customer payed $150 and got 28 roses.Customer was informed that the one priced at $39.99 comes in a box from our Farm Fresh facility and are sold at wholesale prices and that is why it is so inexpensive and are delivered the next day only. Also informed the customer that what he ordered came from our local florist, which is sold at regular price and he actually got a little more roses than what he payed for. The florist hand delivered Roses are at approximately $75.00 per dozen. Consumer must review company policies/guarantees: When is the deadline to place an order for it to arrive by a specified date? If something were to happen to your online order/phone in order, would you be able to receive a full refund or replacement? Read the company policies for returns/exchanges and the fine print associated with your order to understand your rights as a customer of the company. Please read this Agreement carefully.  If you do not agree to this Agreement, you may not access or otherwise use this website or purchase products or services from us.

2
I am rejecting this response because: The company falsified its products by listing samples of arrangements that they claim to deliver. While the company continues to restate policies and procedures, they fail to address their policy when one of their representatives misrepresents the company and products. The fact of the matter remains, I was mislead on the very first day when I asked if they were located in [redacted]. The sales associate should have been honest and told the truth. I never would have done business with them if I had known they weren't local. I wanted to avoid this very thing from happening. The bottom line is that they don't take care of their customers and they are untruthful. I would have had a better turn out if I was dealing directly with the florist. I made every attempt to see to it that Avas was contacted and notified of my disappointment. I was placed on hold, hung up on and reverted back to another recording that after 10 minutes finally was picked up by a person. I made five attempts to get this resolved to no avail, what kind of customer service is this?  What happened to the customer is always right? I was lied to by your associate and you're throwing policies in my face?  I want to make sure this never happens to anyone else. By the time the florist was able to pick up the flowers, they were dead! How can you make it right? Shame on you. I have better things to do with my time then to pursue this for monetary reasons, it's the principal that matters. You know nothing of customer service and make a practice of cheating innocent customers of 'value' for their money.

I am rejecting this response because: it is not the full amount paid. A credit for $13.95 is still due. Thank you.

ORDER #[redacted] My apologizes for the issues you experienced with your order.
As shown within the Avas website, for all users to view either, before, during or after the placement of their order:
Avas Flowers has affiliated local brick and mortar flower shops with experienced floral designers....

We are a nationwide florist offering premium flowers at discount prices. We deliver flowers in our own vans, through FedEx, UPS and through our affiliated floral shops nationwide. Avas Flowers is a nationwide flower delivery service that offers better flowers at lower prices. Some rural locations may require an additional charge. The customer would be contacted by us prior to delivery in the event additional charges are needed to be applied to a rural delivery. This might be out of the florist normal delivery area.
All of the above mentioned information is available for viewing within the Avas website and is not concealed to deceive customers. The affiliated florist, that we choose, to make the arrangement, was in the local area of the delivery but at times, additional charges might be necessary in order to get it done. In this case, our customer service representative contacted the customer and requested for an additional $8.00 and they approved the funds. At the time of contact, the customer can either approve the additional funds or refuse. At that point, the order would be cancelled and a refund would be issued.

I am rejecting this response because: THE HEART DID NOT HAVE THE ROSES THEY SAID THEY HAD.. THERE WAS NOTHING THAT SAID BELOVED MOTHER.. THESE PEOPLE ARE LYING. I REQUESTED THE BANNER AND FROM MY ORDER SLIP IT SHOWS THE RIBBONS AND BANNER I REQUESTED. THIS IS TOTALLY UNACCEPTABLE. THESE PEOPLE ARE DECEITFUL AND  DECEIVED ME.. MY HEART HAD MOSTLY CARNATIONS AND A FEW ROSES  NOT THE DOZEN THEY  ARE CLAIMING.. THIS IS AN OUTRAGE AND I WILL NOT ACCEPT WHAT THEY ARE SAYING JUST LIES ON TOP OF  DECEIT..I KNOW WHAT I SAW.. NOWHERE DID IT SAY BELOVED MOTHER.. TOTALLY UNACCEPTABLE THIS IS OUTRAGEOUS. I WANT A FULL REFUND

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Information shown below does not match customers order:[redacted] **  [redacted] Daytime Phone: ###-###-####E-mail: [redacted]order#[redacted]Need the correct name, address of the person who placed the original order filing the complaint, which is not what was...

provided, thank you.

order# [redacted], [redacted], You were offered a pick up and re delivery of the arrangement, but you have refused that offer, which we made in good faith and instead contacted the florist to resolve your issues. They were willing to do the arrangement over at the time of your complaint. The...

cost of your arrangement was $99.99 and our florist made it to that amount. Please read the options available, to resolve your issues and advise. As shown, you cannot cancel your order, since it has been delivered.
I do understand your concerns, but as shown below, are the policies of Avas flowers, which are shown within the website too:
 
10. Substitution Policy
The flowers shown online are representative of color scheme, look and feel, overall style, and value; however specific containers and or flowers will vary in some cases due to floral designer interpretation, availability or need to meet our quality standards. In some situations we may need to substitute two mini foil balloons for 1 full size mylar balloon. While substitutions may be necessary, a great effort will be made to keep the same look and feel of the arrangement, using flowers of greater or equal value. Substitution of some keepsake items may be necessary due to increased demand, especially during major holidays as availability is often quite limited. In a single type flower arrangement, such as an all tulip or all rose arrangement we will make every attempt to do the flower type, but we may have to substitute with another color flower.
11. Avas Flowers Satisfaction Commitment
In the unlikely event you are unhappy with your product(s)  we will offer to pick up and re-deliver another product(s) if you notify us within 7 days of receiving the flowers that you are not satisfied.  If you do not want a re-delivery of a new product(s) and you notified us within 7 days that you are not satisfied with the product(s) and you would like to receive a refund instead; we will need be provided the opportunity to pick up the product(s) you are dissatisfied with prior to processing a refund. If you do not provide us the opportunity to pick up the product(s) we may be able to issue you a store credit for future use or a redeliver instead of a refund.
12. Cancellation, Returns, And Refunds Policy
(1) Dissatisfaction
Since most of our products are perishable goods, we do not offer refunds after the product has been in possession for more than 7 days.   If you do not want a re-delivery of a new product(s) and you notified us within 7 days that you are unsatisfied with the product(s) and you would like to receive a refund instead; we will need to be provided the opportunity to pick up the product(s) you are dissatisfied with prior to processing a refund. If you do not provide us the opportunity to pick up the product(s) we may be able to issue you a store credit for future use or a redelivery instead of a refund.

Avas Holiday Delivery policy:Holiday Floral Delivery:We cannot guarantee delivery on a specific date for busy floral holidays like Mother's Day, Thanksgiving, Christmas, and Valentine's Day. To maximize the likelihood of delivery on one of these busy floral holidays, please place your order at least...

four days in advance. Orders placed within 4 days of Valentines Day and Mother's Day DO NOT HAVE GUARANTEED DELIVERY DATES. Neither cancellations nor refunds will be issued on orders placed during the Valentines Day or Mothers Day holidays if the order was placed within 4 days of the holiday, and subsequently delivered within 4 days after the respective holiday.  ON LINE ORDER PROCESSING:In order for a website order to be processed, the customer "MUST" check our TERMS of SERVICE prior to placing the order. At that time, the customer has the choice of viewing those terms and policies. Whether they read read them or not, they are bound by those terms. The customer MUST approve the acceptance of those terms of service before finalizing the on line order or the order will not be placed. Prior to the acceptance of "the terms of service", all of the charges for that order are shown and MUST be reviewed before acceptance of the order.Customer must review company policies/guarantees: When is the deadline to place an order for it to arrive by a specified date or time? If something were to happen to your order, would you be able to receive a full refund or replacement? Read the company policies for returns/exchanges and the fine print associated with your order to understand your rights as a customer of the company. We are located in Mahwah, New Jersey, but we operate nationwide by working with local florists. We also often use FedEx and UPS for delivery.   My apologizes for the issues mentioned. The florist contacted the recipient and offered to replace the arrangement but, that offer was refused. The recipient said that she would keep the flowers. As per the Avas policy shown below and within the website:12. Avas Flowers Satisfaction Commitment, Cancellation, Returns, And Refunds PolicyIn the unlikely event you are unhappy with your product(s), please notify us within 24 hours of delivery and you may return the arrangement for a refund, request an exchange of products, or receive store credit. If you have a complaint about a delivered product but do not want or cannot provide an opportunity for us to pick up the original delivered arrangement, we will provide you with a courtesy store credit for future use. 40000 reward points were deposited into the customers Avas Flowers account.

Complaint: 10451340
I am rejecting this response because:
An Avas representative did in fact contact me by phone last week and agreed to provide a store credit on my account instead of delivering a Valentines Day bouquet several days after Valentines Day.  I told him that was not acceptable, because I purchased the flowers based on Avas' promise that they could deliver them on Valentines Day.  They failed to do that and they have therefore done nothing to earn the money they have taken.  Valentines Day is probably the biggest sales event of the year for florists, so they of all people should appreciate the importance of delivering their products on the actual day and also understand that Valentines Day flowers have no value once the holiday is past.  If they were not confident of their ability to deliver the flowers as promised, they should not have accepted my order.  I am not interested in a store credit and don't feel that they are entitled to keep my money until I have the need to purchase flowers at some point in the future.  This is breach of contract.  Any responsible business would insist on providing a refund under these circumstances and that is the remedy I am seeking.

ORDERS [redacted] &[redacted], Mr. [redacted], please accept my sincere condolences for your families loss due to the fact, that the funeral arrangements ordered, were not delivered as scheduled,by the florist, due to conditions beyond our control. We also regret that the family was embarrassed too....

As shown below, a refund for the purchase has been issued:   on 2014-08-30 @12:42:14     Refund     -$213.92

ORDER#[redacted], please accept my sincere condolences for your loss and the issues you have mentioned with this arrangement being late for the service. As a courtesy to you . I have issued a refund for the cost of the arrangement in the amount of $49.99 as shown:A refund of $49.99 has been applied to...

transaction id [redacted]The following email was sent to "[redacted]":A refund in the amount of $49.99 has been issued. It may take your bank up to 10 days to process this refund. We apologize for any inconvenience

ORDER#[redacted]:, my apologizes for the issues you experienced with your plant. Customer agreed to have this delivered anytime this week, at the original scheduled price.
[redacted]    UPS, next day air service tracking#[redacted] which...

is scheduled to be delivered 10/17/14. Vibrant Kalanchoe Planter - Farm Fresh product.
Occasionally when, inaccessibility to the local delivery area, need for special ordering, or for whatever reason flowers can not be delivered on the date requested we may attempt to notify the
sender as well as the recipient. We may also need to reschedule delivery from hand delivered by the local florist to being shipped by UPS FEDEX and we reserve the right to do so. Some rural locations may require an additional charge. You would be contacted by us prior to delivery in the event additional charges need to be applied to a rural delivery.