Provide Commerce Inc

Review: I ordered a half dozen of chocolate covered strawberries on their website. I have ordered from them before and received high quality products. This particular delivery was on time but had spoiled strawberries and the package container it was in did not have the proper ice storage it is suppose to have; the ice packs were warm. They made an attempt to please my wife who the package was for but I was unhappy for the following reasons:

1) It was ordered to celebrate Mother's Day for my wife; she was unhappy and had to call them about it

2) The order was not high quality nor delivered properly; all of their products are guaranteed to be delivered fresh.

3) Lastly, after requesting to speak or receive an email from a supervisor, they respond that they re-ordered my package stating that they have a 100% satisfaction guarantee on all their products; this is totally inaccurate due to the product delivered not meeting this claim. This also upset me that I was not afforded an opportunity to speak with or communicate with a supervisor.Desired Settlement: I would like a FULL refund of the expenses I paid for their product totaling $42.96 and a bad review stating that they do not deliver fresh products and do not have 100% satisfaction guarantee on all products.

Business

Response:

To Whom It May,

We have researched order [redacted] , a full rerfund and a replacement have been issued to the customer, along with our apologies.

Please let us know if you have any questions.

Thank you,

Review: I ordered 100 lilies to be sent to my aunts house for her 60th birthday and they showed up dead. Frozen and in a puddle of water and dead.....are you kidding me. She thought someone was playing a mean joke on her, she actually cried until she seen the card and realized it was a mistake. She was embarrassed to call and tell me about it. I ordered flowers from Proflowers 7 years ago and they showed up dead and I had to fight to get a replacement order and my money back. I thought 7 years later maybe the company is better and I would give them one more try......but nope they sent dead flowers to a woman on her 60th birthday, they ruined her birthday. Dont they check flowers before wrapping them?? This is unbelievable, To think I actually gave the company another chance and they blew it.

[redacted]Desired Settlement: I want a refund and I want them to know they ruined her birthday. How many other days for people have they ruined.

Business

Response:

To Whom It May Concern,

Review: Radio advertisement stated "100 roses for 19.95 with promo code [redacted], click on the blue microphone and enter promo code by Friday". Upon visiting the website www.proflowers.com, clicking on the blue microphone, entering the promo code, you are brought to a page of valentines day deals, which includes 100 BLOOMS (not roses), upon clicking the link to purchase this deal, you are directed to order 1 dozen roses instead.

2 different bait and switch advertisements!

[redacted]Desired Settlement: 100 roses for 19.95

Business

Response:

Good Afternoon,

We have read this customer's complaint and are unable to find any 2014 Valentine's Day Promo offering 100 roses for $19.99. As noted in the customer's complaint we will often offer a promotion "100 Blooms" for $19.99. This is a very popular bouquet of Alstromeria blooms on 15 stems. This is currently listed on our site as $19.99.

Sincerely,

Review: this was the first time I ever tried to order flowers for an occasion. I called pro flowers on 5/7/15 for three mothers, my mother in [redacted] and a co worker and her mom in ** who live together. service rep was [redacted] 1st, I had a 20% off promo code that she would only apply to 1 order instead of all 3 and she advised me to call 3x to order individually. 2nd, she was charging me 3 delivery charges even though 2 were to the same house and the manager would not waive. 3rd, she gave me free vases since there were 3 delivery charges...but neglected to tell me til the end that would mean I waive the 20% off promo. 4th, she at times was laughing at my surprise of the pricing and at one point became quite rude where I had to address it verbally and directly. 5th and worst of all, she asked for pmt after the 1st order but I told her I do not want to pay or decide on anything until all 3 orders are placed because I wanted to compare prices with 1800 flowers and get back to pro flowers if the better deal. she assured me she wouldnt run anything, and told me she needed my CC just to get to the next screen, that I could make a decision at the end. after the 2nd order, I was so upset with her service that I told her to cancel everything, that I will not be ordering from pro flowers based on her rude behavior and the fact that I felt like I was being taken advantage of.

the experience was so bad that even though 1800 flowers is more expensive in my case, I called them right away to order flowers from them instead. the problem is my card got declined. I didnt find out until the following monday that it was because pro flowers charged my account when I specifically told [redacted] to nix everything. this ruined my mothers day intentions. order # [redacted] the line was recorded so all I have stated can be verified. I have all emails to legitimize my claim.Desired Settlement: if the recordings are still available, I would like them listened to and [redacted] behavior addressed. she was a major reason of why I will not refer to or use pro flowers in the future. I want a full refund for $63.69 for the flowers that I specifically cancelled and reordered with 1800 flowers which I can also prove.

I regret addressing this late but on the day of delivery which was 5/9/2015, I had my pet hedgehog at a pet hospital accidentally put down instead of getting their nails clipped and within days previous to calling pro flowers, my co worker I wanted the flowers for had gotten into a car wreck and her grandmother passed away within days of the incident...my mind was on much larger issues like her grieving process.

Business

Response:

Hello Team,

Review: I ordered flowers (to include a premium upgrade) to be delivered on 2/11/2014. Upon delivery by [redacted] it was discovered that the flowers were in fact frozen.

They did not resemble the flowers in the ad by any manner. Contacting Customer service at ([redacted]) -- I was instructed to remove the outside pedal and let them warm up.

Directions were followed and the flowers still resemble something thrown away in a dumpster. I paid over $65 for flowers as a Valentine Gift for my wife and received something that should have been thrown in the trash. Obviously, they were fully aware of the way the flowers would look upon arrival, as not once did they request a photo of the product as it arrived.

Desired Settlement: I would like my money back, and I will take my future business elsewhere!!!

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: On 4-13-15, I placed an order with a company called proplants.com for a basket of Hot Pink Azelea flowers to be delivered on 4-21-15. The total purchase price was $45.97 with shipping and promised date of delivery was 4-21-15.This order was placed to be sent to my mother in Redmond, Oregon, 97756. This was for a specific date for her birthday and was important to a 75 year old mother as she just lost her husband of 50 years a few months ago. (All of this information can be proved by documents if necessary.)There was no correspondence by either email or phone call from this company from the date of order (4-13-15) to the date of expected delivery (4-21-15). Around 1530 hours west coast time, I sent an email to customer care for proplants at [redacted]@customercare.proplants.com asking for an updated delivery time as the flowers had not arrived yet. This email went unanswered. I again sent emails at 1823 hours and 1852 hours asking for an update on the delivery. I additionally attempted to call the company with no success. Eventually the day ended with no delivery of flowers and the heartbreak of a mother on her birthday. At 0630 hours the morning of 4-22-15, I finally received a response via email from the company. The email stated there had been a delay in delivery and the flowers were now scheduled a week later, to be delivered on 4-28-15. Additionally, the customer service representative stated this update had been sent to me via email. Obviously this is not the case, I received no correspondence via email from this company as it would not have been acceptable for the flowers to be delayed for a birthday delivery AND I sent three emails the night of expected delivery, wondering where the flowers were in the process. The representative offered to refund only my shipping charges with no other compensation. Obviously, the emotional distress this has caused is incalculable.Desired Settlement: Not sure the emotional damage can be compensated but full refund plus?

Business

Response:

We never charged the customer for the original order. We did send a complimentary order to the customer's mother with our apologies which delivered on 4/24/2015 At 2:48 PM. Regards,

[redacted]Customer Service SpecialistT [redacted]F [redacted]E [redacted].com FTD Companies, Inc[redacted] I [redacted]

Review: I ordered a floral arrangement to be delivered. What was advertised online & what I paid for is not what was delivered. When I called to complain, all they did was issue a refund on the delivery charges.Desired Settlement: I want a FULL refund

Business

Response:

To Whom It May Concern;

We have researched this customer's order and a full refund has been issued.

Please let us know if further assistance is needed.

Thank you,

This business offers untimely deliveries 9am until 8pm which are left on your porch even if you are home. I also received damaged flowers. These were suppose to be a surprise for my mom at her place of employment and she was home when they arrived at 7:48pm. When I emailed the company they seemed very unconcerned with either issue and offered me a delivery fee refund. I had to contact them by phone twice to get any results. I will not utilize this company ever again. I suggest going to your local florist if possible and saving yourself a lot of frustration.

Review: There was an unexpected death within my circle of friends and the family made quick funeral arrangements (within 3 days of death) The death was on Friday, I was informed about the death while at work @ 10:00 pm Saturday night and placed the order with ProFlowers online on Sunday. I chosed ProFlowers because they were able to deliver in time for the funeral. Thought this was taken care of because the transaction went through my [redacted] account. Then I just received an email from them stating that they weren't able to deliver the flowers in time for the funeral....this email wasn't sent until noon Central time today, Tuesday, 2/15/15 and the funeral was on Monday, 2/16/15 @ 1:00pm. They stated that I wouldn't receive my refund until 5-7 days from today. Not only is this disrespectful to myself, and the grieving family ....but it's not acceptable. I contacted [redacted] and explained the situation, they assured me that it would be taken care of immediately on their end. If [redacted] can do this, why can't ProFlowers??????Desired Settlement: I think the business owes myself and the family an apology

Business

Response:

To Whom It May Concern,

We have researched order [redacted], voided the [redacted] authorization associated with this order, left a message for the customer to contact us so that we may apologize and send complimentary order to the recipient family as well as sent an email (see below).

Review: Advertised on-line and on the radio $19.99 for 100 Blooms for Mothers Day. I ordered this on-line and paid $12.99 for standard delivery. I confirmed the order for $32.98. When they sent the confirmation and receipt email they tacked on $14.99 "guaranteed delivery" and $2.99 "care & handling". Total charged to my credit card $50.96. I contacted them and told them I wanted to cancel the order and they said they couldn't because it is busy season (Mothers day). I will be disputing the charges on my credit card.Desired Settlement: They responded via email that they would refund $10 for my inconvenience if I would accept this offer to respond. I responded to tell them they need to refund the $17.98 unauthorized charge to my card.

Business

Response:

I emailed this customer the following:

Thank you for contacting us through the Better Business regarding your recent order. Our review process is designed to display all order details including an itemized list of the order total. This review page is displayed right before confirming the order to ensure that our customers are satisfied with their order total. Also, standard delivery fees are influenced by information given after the delivery date is chosen. For this reason, the standard delivery fee cannot be displayed until the review page where our customers may choose to proceed or discard the order. We apologize for any confusion and per your request we have refunded $17.98 back to the payment method used on order [redacted]; $7.98 of that refund was processed today so please allow 5-7 business days for it to fully process.

You are a valued customer and because we are committed to providing you with the freshest products available, we trust that this resolves the issue to your satisfaction. Once again, please accept our apology. Your satisfaction is our foremost objective, and it is only through your feedback that we learn whether or not we are achieving that goal, so please do not hesitate to contact us with any additional comments or concerns you may have. To reach us, you may email us at [redacted] or call us toll-free at [redacted]. We are available Monday through Friday, from 7:00 AM to 6:00 PM Pacific Time.

Best Regards,

Review: I was charged a fee of $19.99 that was not advertised at checkout. I attempted through customer service to cancel the order. After being hung up on 3 times I was told that the order would be cancelled and I confirmed with the representative that I should receive an email. I have not recieved an email and the website still says that my order is active. The order cost ~$85 for what was originally advertised as 29.99Desired Settlement: I want the order cancelled as the representative promised me. I want the full amount of $85.95 refunded to the card it was purchased on.

Business

Response:

Good Afternoon, We have reviewed this customer's order # [redacted] and see that the order has been refunded in full. Per the customer the recipient is allergic to flowers and refund was processed in the amount of $85.95

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: I ordered flowers for delivery on 05/09/14 and paid $80.49. The flowers were not delivered as promised, and I was told they would be delivered on 05/10/14 to an alternative address. The flowers were never delivered to my recipient (though I received an email that they had been). I called to demand a refund, and was told that I would receive one "around Wednesday 05/14" or within 3 to 5 business days. I called ProFlowers again on 05/17 after not having received my refund and was told that the notes indicated that a refund was being processed for $59.51, though they did not know why it was not the full amount. The representative I spoke with attempted to contact their sister company to get more information but they did not answer. I was told I would receive a call back with explanation, but never did. I called again on 05/20/14 and was told that there was a separate refund pending, but it could take up to an additional 7-10 business days to process.Desired Settlement: I deserve a full refund immediately. I also deserve a written apology from the company. My mother-in-law never received flowers on Mother's Day. Every person I have spoken to with ProFlowers (there have been at least 6 or 7) has told me that my issue would be resolved, and that someone would contact me with confirmation. Every step of the way they have let me down. I have been a ProFlowers customer for years, and frankly I expect better follow through. I'd like a written apology because I have wasted so much of my personal time on this issue, and I'd like someone from your company to have to take a few minutes to consider what you need to do as a company to do better for the rest of your other customers.

Business

Response:

Unfortunately there was an error when her 2nd refund of $20.98 was originally processed. We have since rectified this and it was processed on 5/29/204. I have contacted her to advise her of this and apologize for the delay. Additionally I have setup a delivery of a complimentary order to be made to her address on 6/10/2014 to apologize for her poor experience with us.

Regards,

Corporate Customer Service Specialist

provide-commerce

4840 Eastgate Mall

San Diego, CA 92121

Phone: [redacted]

Email: [redacted]

Review: I have found Personal Creations website to be extremely misleading. I purchase the product online with a 25% discount. The shipping prices were listed at various levels for overnight, priority, standard, etc. I selected Priority which was listed at $9.99. I was really surprised when I completed check out and was given a confirmation number and saw that my shipping charge was now $21.98 with and additional 4.99 handling and care charge. No where previous to that confirmation page was I informed there would be all of the additional charge. If I had known prior to check out I would not have submitted the order. I ended up paying $64.46 for a $49.99 product with a discount of 25%. Very deceiving. I would not recommend doing business with this company at all. I did call and received arguments and excuses by their customer service.Desired Settlement: Refund the $11.99 additional shipping charges and the $4.99 "handling and care" charges.

Business

Response:

Good Afternoon,

We have reviewed this customer's complaint and the order does show priority shipping was selected. We have refunded the charges that were not clear $16.98 and do apologize for any inconvenience.

Thank you,

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. The company has completed the action and I consider this complaint resolved.

Regards,

Review: February 11, 2015 I ordered a dozen multicolor roses from Proflowers, no specific time of delivery. I was answering an ad for a dozen roses priced $19.99 with a $2.99 delivery charge if no date was specified for delivery. These roses were delivered during a snow storm with frigid temperatures. The delivery person did not ring the doorbell and left the roses at the door on an open porch.

The roses were not found until someone came to clear the snow from the porch therefore, the roses were ruined. I called Proflowers when the roses had been discovered. They said they were going to get back to me. When they didn't I have emailed them almost every week. they always say "They will get back to me and they are sorry this should not have happened."

However. that's all I ever get from them over and over. When I received my bank statement this company had deducted $41.59 from my bank account instead of the $22.98 we agreed on at time of order. I am requesting a full refund of the $41.59 Proflowers deducted from my account. I have decided they are not going to refund my money, it has now been 11 months. I would appreciate your help in this matter.

Thank you. [redacted]Desired Settlement: A full refund of $41.59.

Business

Response:

Refunded customer in full as requested. Called spoke to customer let her know refund being processed.

Customer Service Specialist

[redacted]

[redacted]

An FTD Company ––––––––––––––––– FTD Companies, Inc

4840 Eastgate Mall I San Diego, CA 92121

Review: I purchased flowers advertised at a special price of 29.99 the next place after selecting the product was a calender showing dates for delivery with the cost on each date (my choice was Feb 13 at 2.99). I go to pay via [redacted] and it takes me to a window to authorize payment for this invoice and future payments using [redacted], with no other options, so I selected yes.

Only at this point was I directed to an invoice showing a 47.96 total which included the following add-ons to the billing:

1. Care and Handling - 2.99 (Not asked for, not explained that this would be billing)

2. Standard Delivery - 12.99 (Deception by calendar showing 2.99 on the date)

3. Guaranteed Feb 13 Delivery - 1.99 (Not asked for, not explained)

The invoice shows padlock icons and the statement "Please note that due to high seasonal order volume, orders placed for delivery between February 10th and 14th cannot be canceled or modified after February 7th." (also not explained in advance of billing).

Everything this company did in billing has "deception" written all over it. I would suggest that Revdex.com investigate the unethical business practices of this company.Desired Settlement: Cancel [redacted] transaction and order before it is processed. Furthermore, do not send me any email solicitations from your company or affiliates. Do not include me on any email lists or sell or give away my email address or other personal information.

Business

Response:

We have issued a complete refund of this order. Please let him know to allow 5-7 business days for it to completely process.

Regards,

Corporate Customer Service Specialist

provide-commerce

4840 Eastgate Mall

San Diego, CA 92121

Phone: [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. The business has acted and has satisfied my complaint with a refund.

Regards,

Don't not order from Proflowers.com. I placed an order with them late last year and when I received my flowers some were already wilting. Recently a close friend of the family passed away and I wanted to send same day flowers to the family. It had been a year so I thought I would give Proflowers another try. so I chose a bouquet of flowers from the same day section on the website less than an hour later I received a phone call saying that they did not have the availability to deliver the flowers the same day and that they could be delivered on Monday which would've been two days later. I told the customer service rep to just canceled the order and he said that I would be refunded my $70. A few days later I checked my account and saw that I still had not received a refund so I contacted customer service and they said it would be 5 to 7 days. I also wrote a review on their Facebook which they deleted a couple days later. Today is day seven since I had placed the order and still not received the refund. I emailed customer service to see what was going on and they said it would be 5 to 7 business days and that today was only five business days and I'll have to wait another two more business days and gave me an estimate of receiving my refund on Tuesday, today is Friday. They are quick to take your money and slow to give it back. Less than an hour after placing an order they call because they cannot fulfill it and then they expect you to wait up to 7 business days to get your money back. If they can't deliver as advertised maybe they shouldn't be making that advertisement. I'm never using them again!

ProFlowers.com is a joke. I ordered flowers to be delivered for a business grand opening. They took my money and guaranteed delivery on the 10/16. I called on 10/17 and was told they didnt know what my order status was, but that "it was probably delivered." I called again on 10/18 and was told the same thing, they didnt know the status of my order. I told them to cancel my order. I was then told they could not cancel my order for another day or so. I was told my refund would come in 3 days. Then I spoke to a supervisor who told me 3-5 days for my refund. I finally spoke to someone who assured my order was cancelled and that my refund would come in 5-7 days. I will tell anyone I know... DO NOT DO BUSINESS WITH PROFLOWERS.COM!!

Review: I placed order #[redacted] on ExpressFlorist.com at 12:30 CST on January 14th. I have an email stating that the delivery of my flowers would take place on January 14th. I waited until 1:52pm and called 888-241-2553 because I haven't heard anything about a delivery. The customer service agent assured me that my delivery would still take place today, January 14th.

I called again at 3:48pm because I still haven't heard anything at all from the company that my delivery had taken place. The agent then informs me that an exception email had been sent to me asking for a tomorrow delivery date (which I never received this email. And yes, I did check my junk email, I work in Information Technology as an Email administrator...there was no email received. The ONLY reason I used this service at expressflorest.com is because they guaranteed same day delivery. I found out way to late in the day (which I had to call them, they never contacted me) to use a different service.

If they had told me that it would have been tomorrow I would have used a different service that could actually meet my needs as promised. I am very unsatisfied.Desired Settlement: I want an apology from management that I was given misinformation about this service and misinformation that the delivery was still going to take place today. I also want a FULL refund since the product guarantee was not honored. I also want the website to put in verbage saying that if the guarantee cannot be met that they will contact the person right away, and do their best to resolve the situation proactively.

Business

Response:

Hello[redacted],

Thank you for bringing this matter to our attention. We have issued the customer a full refund for the order as the delivery was made a day late and have sent the customer an apology for the misinformation that he was given. I also sent a $15 apology gift code as this is not typical of our service.

Respectfully,

[redacted]</

Review: "Pro" flowers should be "Con" flowers... The flowers look nothing like the advertised product. One flower was missing and one flower was wilted. The flowers are disappointingly ugly. Definitely a quality issue and false advertising, plus they add all kinds of extra fees until their advertised price of $19.99 or $29.99 adds up to $54.51.

I want a full refund in the amount of $54.51. I tried to file a complaint on the website, but kept getting the following message: "We are unable to locate the Order Number you provided. Please check your order number and try again." My order number is: [redacted] The following is the email that I sent to [email protected]: "Pro" flowers should be "Con" flowers...

I sent an email to [email protected] with pictures to show you that the delivered flowers look nothing like the advertised flowers. There's one missing and one looks wilted or something! I want a refund. These "Valentines Day" flowers were for my son's girlfriend, [redacted]. These flowers are such a disappointment. I plan to contact the Revdex.com if I don't get some resolution on this matter. I could have done better than this with flowers from[redacted] and I would have saved a whole lot of money by doing so!

Sincerely

UPSET, [redacted]Desired Settlement: I want a full refund in the amount of $54.51.

Business

Response:

To Whom It May Concern, We sincerely apologize for Ms. [redacted]’s negative experience with the order she placed. We offer a 7 day freshness guarantee and a 100% satisfaction guarantee. Ms. [redacted] contacted us on 2/13/16 via email advising of her disappointment. We offered her a choice of full refund, replacement or store coupon. Ms. [redacted] responded to our offer on 2/15/16 requesting a full refund. A full refund was processed in the amount of $54.51. Again we apologize for Ms. [redacted]’s disappointment. Please let us know if you have any questions or need further assistance. Regards, [redacted] Special Programs Support Agent Customer Service Specialist T 877-780-[redacted] Ext. [redacted] F 858-638-[redacted] E [email protected] An FTD Company FTD Companies, Inc 4840 Eastgate Mall I San Diego, CA 92121 FTD | ProFlowers | Shari's Berries | Personal Creations | ProPlants | Cherry Moon Farms

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. Pro Flowers resolved this complaint very quickly; and they were very kind.

Regards,

Review: I have ordered from ProFlowers a few times and it is always the same issue, which is the scam they operate when it comes to the standard delivery charge and the care and handling charge. Even after a survey discount I did for Proflowers and received $10.00 off and an email discount on a bouquet, I still end up paying near the msrp of what the bouquet was going for in the first place before any discount or special email offer. Proflowers is shamelessly profiting off of their outrageous delivery charges and the ridiculous care and handling charge. Is it not common sense to treat every order regardless of the product with "care"? Not to throw it at someone's doorstep, or drop it?? I have ordered many products that have cost MUCH more than flowers do and I got free shipping (2-3 days, some cases overnight shipping) and wasn't charge some care fee. This is just nickel and diming at it's best. Pure profiteering example.mDesired Settlement: I want an apology first and foremost for the ridiculous nickel and diming that gets attached to an order. Secondly, I want to know if there is a live feed or video recording available of the delivery to justify the the care charge. I honestly want a break down of the delivery charge also. If I can get a computer or television delivered for free without an care charge or delivery charge, how in the WORLD do flowers cost $12.99 to get delivered with a care charge of $2.99 added on?

Business

Response:

Good Morning, We have reviewed this customer's account and have refunded him his delivery charges of $15.75 as a courtesy. An email explaining our business model has also been sent to this customer.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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,