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Business Profile

Preserved Flowers

Venus et Fleur, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Preserved Flowers.

Complaints

This profile includes complaints for Venus et Fleur, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Venus et Fleur, LLC has 10 locations, listed below.

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    Customer Complaints Summary

    • 23 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/06/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I got an add for free shipping for flowers from Venus et fleur. So I decide to splurge and order some for my girlfriends birthday. First off I added a box to make it a prettier delivery. They delivered it in an ugly brown box anyway!! Then they didnt give me the free shipping when I entered the code. I also ordered pink because i needed them to be pink because of the color theme of her birthday, and instead they are an orange color. This is my first experience with Venus, and It has been a disaster and a waste of money. I paid a lot of money for a special box to be delivered in, only for it to be covered up. Then they didnt give me the free shipping and on top of it the color isnt what I expected. Very disappointed. I contacted customer service and they didnt even address the other issues. Just said it was for free standard shipping. Well thats not what the add i saw said or anyway it should have been applied to the shipping i had. What a total rip off

      Business Response

      Date: 06/09/2025

      We’re so sorry for any inconvenience caused. The promotional code provided is valid for standard shipping only and applies to select shipping methods, which are visible at checkout.
      As a gesture of goodwill, we’ve gone ahead and refunded your shipping fee.
      We’re also sorry to hear you were disappointed by the packaging. Since your order was shipped out of state with overnight delivery, it was placed in a protective shipping box to ensure it arrived safely. Our signature gift boxes cannot be shipped on their own through UPS, as they are not designed to withstand transit without additional protection and could arrive damaged.
      We truly apologize for your experience - please know that every aspect of our shipping process is designed to ensure your arrangement arrives in perfect condition.

      Customer Answer

      Date: 06/10/2025

       

      Complaint: 23432070



      I am rejecting this response because:

      They failed to meet expectations of the brand they are trying to represent. They addressed the shipping issue yes, but they still charged me extra for a box that had no bearing being that it was covered up anyway and they misrepresented the colors of the flowers sent. Really such a shame as I was looking forward to purchasing from you guys in the future but now I known I cant rely on your quality control or for you to back up your product 




      Sincerely,



      Richard Carney

      Business Response

      Date: 06/11/2025

      We completely understand how disappointing this experience must be, and we’re so sorry for the frustration it has caused. If you believe there’s an issue with the color of your roses, we’d love the opportunity to take a closer look-please feel free to send photos to our customer service email, and our team will review them right away.


      Regarding the box, it is considered an upgrade, and the associated cost is shown both before adding the item to your cart and again at checkout. Because this arrangement was selected for overnight shipping, it was carefully placed inside a protective shipping box to prevent any damage during transit.


      At this time, we aren’t able to offer an alternate shipping method, as many customers choose to send the arrangement to themselves first so they can remove the shipping box and present the gift in person.

      We truly apologize again for any inconvenience and appreciate your understanding as we work to ensure every order arrives in perfect condition.

      Customer Answer

      Date: 06/12/2025

       

      Complaint: 23432070



      I am rejecting this response because:


      tell me what email at who’s attention to send pics to. 


      Sincerely,



      Richard Carney

      Business Response

      Date: 06/13/2025

      You can send an email directly to [email protected] and our customer service team will be happy to assist you!

    • Initial Complaint

      Date:05/29/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a vase and flowers as a gift for my mom. The initial order arrived damaged, so the company agreed to send a replacement order. When the replacement arrived, the box contained a shoe instead of a replacement base and flowers. The company is blaming *** even though the company clearly packed the box as their flower care card is inside. The label on the box also shows it is from Venus et Fleur. The company is refusing to send a replacement order or issue a refund. I would simply like a refund at this point and an apology for the tremendous amount of time and energy I have had to spend on this. Its embarrassing to have my elderly mom receive a show instead of the flowers I ordered for her. This company should be cited for having such poor customer service.

      Business Response

      Date: 05/29/2025

      Were so sorry for the frustration and confusion this experience has caused, especially as this was a gift meant to brighten your moms day. We completely understand how upsetting it must have been to receive something so unexpected in place of the flowers you intended for her.
      Our team did send a full replacement after your initial order arrived damaged, and we truly wish the second delivery had arrived as intended. To clarify, our warehouse does not carry or ship shoes of any kind. The only items stored and packed at our facility are florals, vases, and home products such as blankets or candles. The box was packed with care, and the inclusion of our flower care card confirms it was assembled by our team and shipped directly from our facility. Our shipping process is monitored by overhead cameras, and weve confirmed that the correct arrangement was sent.
      We asked about potential tampering because, from the photo you shared, the box appears to have sustained visible damage in transit. While rare, it is possible for items to be altered during the shipping process, sometimes swapped with another item that meets the same weight requirements while in the possession of the courier.
      That said, we fully understand your disappointment and have already filed a claim with *** to investigate how this could have happened. While were unable to issue a refund for an order that was verified as shipped correctly from our facility, we do see that our team proceeded with sending another replacement in hopes of making this right.
      We truly apologize for the time and energy this situation has taken and deeply regret that your experience didnt reflect the level of service we strive to provide.

    • Initial Complaint

      Date:03/03/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had ordered flowers and chocolates for my friend for Valentines Day. They delivered the flowers but the chocolates were never included in the package. I waited a week because my husband had ordered me flowers that came with a free gift. The free gift came a week before so thought it may just be coming late. They never responded to my email. I emailed again recently and said they couldnt do anything because I needed to call with in 48 hours. They then said heres proof the package was delivered. The package weight was 2Ibs but the flowers I ordered are listed on the website as 2Ibs, so that means the package never even had the chocolates in them.

      Business Response

      Date: 03/17/2025

      We completely understand your frustration, and our team previously responded with an offer to provide a credit for the full amount of the chocolate. While we understand that some orders may arrive in split shipments, our emails include tracking numbers linked to specific products, making it easier to track when your entire order is scheduled for delivery.
      The tracking details provided included both the chocolate and the arrangement from your order. Although we have a 48-hour policy for reporting missing or damaged items, our team was still willing to make an exception and offer a credit for the missing item as a resolution. Please let us know if there's anything else we can do to assist you.

    • Initial Complaint

      Date:04/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Faulty flower delivered Mixed messages from customer service

      Business Response

      Date: 04/02/2024

      After reviewing the order notes, it appears that the arrangement was damaged in transit which although not common, can happen if the courier does not handle the package with care. We offered the customer a replacement arrangement to arrive ASAP or a credit back. Unfortunately, we are not able to offer a refund at this time.

    • Initial Complaint

      Date:02/13/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered gia ****** vase with red roses, flowers came completely damaged & smooshed. Absolutely ridiculous considering how expensive these flowers are. Some roses had black ink on it as well

      Business Response

      Date: 02/22/2024

      We are so sincerely sorry to see this. Although not common, occasionally *** does not handle our arrangements with the proper care and this can result in damages through transit. We would of course offer an immediate replacement! Unfortunately, we are not able to locate your order from the name and email provided. If you can kindly email our customer service team with your order number (or the name the package was addressed to) + these images, our team will assist you with a new arrangement. We are so sincerely sorry again that this occurred.

      Business Response

      Date: 02/22/2024

      We are so sincerely sorry to see this. Although not common, occasionally *** does not handle our arrangements with the proper care and this can result in damages through transit. We would of course offer an immediate replacement! Unfortunately, we are not able to locate your order from the name and email provided. If you can kindly email our customer service team with your order number (or the name the package was addressed to) + these images, our team will assist you with a new arrangement. We are so sincerely sorry again that this occurred.

    • Initial Complaint

      Date:01/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Venus et fleur guaranteed Christmas delivery in their emails and website if ordered by Thursday 12/22. I ordered on Monday 12/18 and they did not ship until Friday afternoon for delivery on 12/26. That is blatant false advertising. There was an issue with the order, they contacted me on Tuesday and I responded within an hour. They still didnt ship to meet their guaurantee.

      Business Response

      Date: 01/03/2024

      Hi ****,

      We're sorry to hear that this happened with your order. We took a look and due to the original rose color becoming out of stock, it did cause a slight delay to make those modifications. However, we did ship your arrangement "Next Day Air" on 12/22, which should have had your arrangement arrive within the delivery window. We see there that there was no movement on your package until after Christmas and we will be following up with *** to see why there was a delay with your package. We see that our team was able to provide you with a full refund. We sincerely apologize again for all of the inconvenience that this has caused.

    • Initial Complaint

      Date:08/24/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 18, 2023, I placed an order for roses. Venus Et Fleur canceled the order for technical reasons and asked me to resubmit the order. I reordered #******. I got an email from the credit card company asking whether I'd like to pay twice and I said no. The credit card company initiated a back charge. Venus Et Fleur refunded me for the first order and disputed the back charge. The order never arrived. I reached out to Venus Et Fleur numerous times, initially, they said that it would arrive late. At some point ***** website said it was delivered. It wasn't I was going to reach out to ***** directly but Venus's website expressly asks to reach out to them. I reached out to Venus Et Fleur to notify them that it was not delivered. They initiated an investigation and confirmed via email that it was lost. Venus's website states that all their shipments are insured. I've even chated with them and they said they reimburse lost orders. Venus asked me to wait until the back charge clears. I waited. Now they refuse to reimburse me. I searched online and realized that Venus frequently does this.

      Business Response

      Date: 08/24/2023

      Hi *****,

      We are so sincerely sorry to hear about your experience. We took a look into this and unfortunately, we are not able to locate any information regarding a canceled order, as only one order is listed under your name and email. We do see that the chargeback was opened while the arrangement was still in transit but our team was in contact with ***** in attempt to make sure your arrangement was still delivered. We are sorry to hear that you were still not able to locate the package once delivered but our team did open an investigation with the courier in an attempt to locate it. When the investigation was concluded and a refund was requested, your chargeback was still processing. When a chargeback is open, the funds are also deducted from our end, which means we are unable to issue a refund before the bank has come to a resolution. We see in your order notes that because the chargeback has concluded now and resolved in our favor, our supervisor has been attempting to contact you to offer a full refund. We are so sincerely sorry for the inconvenience that this has caused you.

      Customer Answer

      Date: 08/28/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *********************

    • Initial Complaint

      Date:03/11/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had an issue with delivery and then I was told I was going to get a refund that I never received. I had nothing but issues ordering from this store.

      Business Response

      Date: 03/14/2023

      Unfortunately,  we are not able to locate an order that matches any of the information provided. We have an order with this name, but with a different address, phone number, and e-mail.  We've followed up with the email we have on file but have not received a response.  Please contact us at your earliest convenience so we can further assist you, ***************************** | ************.

    • Initial Complaint

      Date:09/08/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased $400 round box of white roses less than a month ago. Black specs are appearing on the roses. I emailed them a picture of one of the roses with a clear big black dot on it and they responded back that they won't replace them because it's longer than the 24-48 hour period. This black dot was not there the first 24-48 hours. This recently appeared on the rose and looks like MOLD. The business is unwilling to resolve this issue and clearly closed my request for a resolution. Very frustrating that there is no resolution other than, too bad so sad your out of luck it's more than 48 hours and it looks like ink. For $400 roses from a luxury brand the customer service response is disgusting that there is nothing to resolve this issue. My wife and I didn't take a pen to put ink on the rose, that makes no sense. Who would do that'? Very disappointing!! Complete lie that they say these last a year and there already changing colors? We followed the directions and put them in a complete shaded area with no sun and no ac on it. Shame on you Venus et fleur for selling a defective product and not owning up to it!!
      Product_Or_Service: $400 large round white roses
      Order_Number: ******
      Account_Number: ******

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 5, 2022/09/20) */
      The customer contacted us one month after the order was placed. Normally, the customer must forward any issues to us within 72 hours. Our roses do not develop mold as there is no liquid within the arrangement, they are treated with a wax based solution that keeps the roses appearance. Although this is the case, we still went above and beyond by offering them a replacement.

    • Initial Complaint

      Date:09/08/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I rested the large square box in "hot pink" the roses arrives and look burgundy and a little wilted. This is my second order from the site. I contacted customer service and I was told that the coloring on the site may not match the roses. They are nowhere near hot pink.
      Product_Or_Service: *****
      Order_Number:*******

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 5, 2022/09/20) */
      We offered the customer an exchange arrangement due to this issue!

    Venus et Fleur, LLC is NOT a BBB Accredited Business.

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