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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.

    Sort by

    Complaint status

    Complaint type

    • 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 placed an order of flowers that last a year and the upgraded suede case came with stains of some type of dye that may be used to treat the flowers. The flowers are fine however the case is badly stained and no where on the site does it show this type of presentation. I attached several pics of my arrangement and a pic from website of how the case is supposed to look As Advertised

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 6, 2022/09/20) */
      A replacement was offered to the customer and they were satisfied and offered to change their complaint.

    • 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.
      the company www.venusetfleur.com provided insufficient product description and cheated me to pay 210$ for flowers. when i got the arrangement was 2"x2" box. and that is during covid 19 pandemic. they didn't agree to refund.
      Product_Or_Service: ********************************************

      Business Response

      Date: 10/05/2022

      Business Response /* (1000, 5, 2022/09/20) */
      Unfortunately, we were not able to provide a refund to this customer. The product description with dimensions is included on the website, and there was also a disclaimer that must be checked to acknowledge that the arrangement they are purchasing is 2"x2."

    • 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.
      Customer Service and Advertising IssuesOn May 7, 2020, I placed an order for a flower bouquet to be delivered on Friday, May 8, 2020. I have a picture showing the date I selected for delivery. I also have a picture of the screen before I placed my order that says if you order within the next 14 hours, you can have your delivery tomorrow, which was false advertising. After I received my confirmation email, I followed that up with an email stating that the flowers would need to be delivered by 5:00 PM on Friday, May 8, 2020, as the delivery was to a business. Once it hit 3:00 PM on Friday and the flowers hadn't arrived, I got concerned. I called the customer service line and waited on hold for two plus hours before I got through to anyone. While waiting, I tried to use the live chat provided by the company to inquire into my order. The person I spoke with just told me to contact the number that I had already been on hold with for two hours. Finally, when I reached someone, by 5:00 PM when the flowers still had not been delivered, they said they would be delivered by 6:00 PM. Of course, 6:00 PM came and went and I had to call and be on hold for another 20 plus minutes and then they told me the delivery would be made by 7:00 PM. At this point, the recipient is out of work and waiting around for two hours for flowers that never came, so she left. The company did not care and they weren't apologetic. It was the most unprofessional, horrible customer service experience I have ever dealt with. It was unacceptable.
      Product_Or_Service: **************
      Order_Number: ******

      Business Response

      Date: 10/05/2022

      Business Response /* (1000, 5, 2022/09/20) */
      Unfortunately, the specific time of delivery is highly dependent on the courier and what the most optimal route for an area might be. As such, we are unable to guarantee a specific delivery time when you place an order, we are only able to guarantee a specific date. This is stated within our shipping policy on our website. We also become extremely busy around the time of Mother's Day which is why wait times may be longer than usual. To ensure customer satisfaction, we made a one time exception and expedited the time of her delivery and issued a full refund.

    • Initial Complaint

      Date:09/08/2022

      Type:Customer Service 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.
      I purchased roses that were 195.00. They came wrapped tightly in bubble wrap. When I got off the bubble wrap the roses were smashed. I send them an email and pictures as requested. They state they can't replace it due to the color of the roses. I never even said anything about the color. In the box, it came with a card for how I should take care of them. It states do not place ANYTHING on top of roses because they are delicate. Yet they stopped them to me wrapped in bubble wrap.

      Business Response

      Date: 09/23/2022

      Business Response /* (1000, 5, 2022/09/20) */
      A replacement was offered to the customer and they were satisfied and offered to change their complaint.


      Consumer Response /* (2000, 7, 2022/09/22) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • 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.
      Ordered flowers for my wife as a Valentine's Day gift. The item arrived damaged and missing pieces of the arrangement. Contacted the company and they said they can only replace one piece of the arrangement. When I asked for a follow up communication they denied my requests.
      Product_Or_Service: Flower arrangement

      Business Response

      Date: 09/27/2022

      Business Response /* (1000, 5, 2022/09/20) */
      Originally, 2 out of the 3 pieces in the bundle set arrived damaged and we offered to replace the two that were damaged, rather than the entire set. Customer explained issues to management and for the inconvenience, they were upgraded to a larger arrangement.


      Consumer Response /* (3000, 7, 2022/09/22) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      While they sent a replacement that also had issues and it was not a larger set it was the same exact.


      Business Response /* (4000, 9, 2022/09/23) */
      The original order that we have on file was for a Classic Bundle Set ($149). I have a note here along with a new order number that says we upgraded to a Le Clair Cinq which has a $189 price point. Screen shot is attached. I do not see any further conversation after this order was delivered on the email thread or in the order notes.


      Consumer Response /* (4200, 11, 2022/09/23) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      This is not a resolution. Your company needs to accept the poor quality that was delivered multiple times.

    • 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 roses for my wife paid $600 for them. They arrived old and dead and they refused to send me a new arrangement. They asked for a picture. I sent the picture and they declined the return. I felt like I was being held hostage by this company. They did not try to accommodate me, send me a replacement or anything. My wife hates the flowers and now they sit here in my living room dead.

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 5, 2022/09/20) */
      ***Document Attached***
      The original arrangement did not appear damaged. We have attached images that the customer sent in, as well as an image from our social media which show that they are similar in appearance. Due to the customer being upset, we did still offer an exchange as well as a rose color change as they requested. I've attached the tracking information.

    • Initial Complaint

      Date:08/03/2022

      Type:Customer Service 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.
      Date of transaction-05/01/22Amount-$464.39Order#-550482I asked my fiance for a set of these flowers for Mother's Day. He placed the order on May 1st totaling to $465, and we are still dealing with this company now in July. We received the flowers smashed. We ensured we called Venus Et Fleur within the short time period for a refund, and they stated their policy is no returns. They make zero exceptions for damaged flowers. We disputed the charge, and they agreed to send a return shipping label which still has not arrived. We have called the company multiple times and sent multiple emails with no assistance. I called today to speak to a supervisor directly, and there wasn't one available.

      Business Response

      Date: 08/03/2022

      We are currently handling this response! The reason that a refund was not able to be processed days after we came to a resolution in **** is because a chargeback was open the next day. Since the funds were deducted from our account in accordance with the chargeback being under review, we were not able to issue a refund. The customer ********************* that the chargeback was resolved in their favor and we are awaiting their bank to release the charges back to them.

      Business Response

      Date: 08/22/2022

      8/5/2022
      ********'s bank informed her that the dispute was resolved in our favor and said it could be shown on her next statement. On our end, the chargeback is still processing and can take up to 75 days, and since the response was filed it has been 61 days. We have promised the customer a refund as soon as the chargeback says resolved on our end.

      8/8/2022
      It has been 75 days since the chargeback was filed, but not since our team was able to submit a response. We are fully planning to issue a refund, but unfortunately, we are just not able to until it states resolved on our end. We have full intentions of issuing a refund and are checking in on the status of the chargeback every day.

      8/22/2022
      The chargeback was updated as closed in our system as of Saturday. The refund was issued as promised and the customer should have been notified via email.

      Customer Answer

      Date: 09/07/2022

      8/3/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Hello,

      We have received one credit from Amex to which they re-billed us for, please check your records. We have still paid for the order in full, and we are still awaiting a refund.

      Regards,

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

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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







      8/6/2022
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Hello,

      I spoke to Amex and they stated it was resolved on both my side and yours. It has been well over 75 days. I suggest for you to call Amex and confirm and then return the order. I have wasted enough time on this issue.

      Regards,

      *****

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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







      8/9/2022
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Unfortunately, AMEX has confirmed the dispute is closed. We cannot accept a response until the refund is received.

      Regards,

      Megan

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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







      9/7/2022
      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 and the matter has been resolved.

      Sincerely,

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







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

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