Complaints
This profile includes complaints for FTD, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 209 total complaints in the last 3 years.
- 96 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:06/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 flowers for the funeral of a family member. I ordered the flowers on May 29, 2025. The funeral was scheduled for Monday, June 2, 2025. The only date that I could get the flowers delivered was May 31, 2025 as they didn't have a weekend option. I paid over $80 for the flowers that arrived in a mangled box, the vase was broken, and the card was missing so the family didn't know who sent the flowers. I contacted FTD via a form on their website. I waited a week and received no response. I filled out the form again and called them today. They only offered me a 50% refund or a redelivery. I was already embarrassed and didn't want to subject myself further to the family so I chose the refund. I don't feel that even $40 is a sufficient refund from my experience.
Business Response
Date: 06/10/2025
Thanks for letting us know about your experience. Were really sorry & disappointed to hear that the container/vase was broken at the time of delivery. Every order is important to us & every customers experience should be the best possible. We apologize that was not the case.
We have reviewed your order, and can see that a full refund was issued to the original payment method. It also appears that a signature was not included on the card message that was given at the time of order placement. Unfortunately, it is up to the customer to add their name to the bottom of the message. We apologize for any misunderstandings.
We have forwarded your concerns to the quality team to ensure they do more in-depth quality checks prior to shipment. *** has also been notified of the broken container so they can coach their drivers with proper package care and handling.
Initial Complaint
Date:05/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 am working with a wire company with a faulty system of notifying florist shops of incoming orders. This notification system has caused/created an outstanding bill for my company that is difficult to pay, nor do I feel it is fair that I pay this amount. I have attempted to resolve the matter, but I am getting the runaround. Please assist.Business Response
Date: 05/22/2025
We apologize for your frustration. Your information has been forwarded to our member services division who handles florist complaints. Someone will reach out to you regarding your contract dispute.Customer Answer
Date: 05/30/2025
Complaint: 23361398
I am rejecting this response because: I have responded to all inquiries, but I have not received a satisfactory response from the company as of 05/29/2025. Please do not close the case.
Sincerely,
******** *******Business Response
Date: 06/03/2025
****** services has reached out to attempt to resolve the issue with the florist.Customer Answer
Date: 06/03/2025
Complaint: 23361398
I am rejecting this response because: The message I received said they are working to resolve the issue and it might take some time. I do not have a satisfactory respose from the business yet.
Sincerely,
******** *******Initial Complaint
Date:05/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Ok 5/6/25 I ordered a simple flower arrangement for my mother to be delivered on her birthday as a surprise totaling $57.30 (including a $19.99 delivery fee). On the day of her birthday I received a notice that the arrangement was delivered. It was only after speaking to my mother later in the day did I realize she never received anything. I called to complain was put on hold and was told the local florist that they contracted out the delivery to wasnt picking up the phone so they couldnt do anything about it until speaking to them. I was assured after investigating they would make this right. The next day I still hadnt heard back by noon so called the customer service again, even more frustrated. The gentleman on the line promised the delivery would be made today (obviously already missing her birthday) and only after telling them that they clearly dont value their customers did he offer me a 30% refund for the inconvenience - not including the $20 delivery fee. This amounts to only a $10.79 refund for them missing my mothers birthday. They completely botched the job and clearly have terrible quality control among the vendors they employee. This was an example of terrible customer service where I left feeling completely ripped off. I will be considering other options next time I want to send ************************* better, FTD! You clearly dont understand that when you mess up, you should apologize, make it right AND offer a FULL REFUND. Youre in the business of gifting for important occasions. A DAY LATE MATTERS, especially when Im paying a $20 delivery fee.BUYER BEWARE! Terrible customer service, accountability and quality control. Work directly with local florists instead.Business Response
Date: 05/21/2025
Thanks for letting us know about your experience. Were really sorry & disappointed to hear that your order was not delivered on the date you requested. Every order is important to us & every customers experience should be the best possible. We want to assure you that we are taking steps to prevent this from happening in the future. A full refund has been issued to your original payment method and a redelivery has been scheduled for the next available date. Once again, we apologize for your frustration and disappointment that we missed such a special occasion.Initial Complaint
Date:05/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 bouquet that was supposed to be 30 stems of roses, peonies, and ranunculus to be delivered. Was $110 for total package. When I got the shipment my package had about a dozen peonies ONLY and didnt have all the other flowers nor did it have the quantity of stems that was provided for the description of what was being purchased. The stems that did arrive were ******** and leaves falling off... with half of the petals dropping in the first day of receipt. I called them to request they ship the full bouquet and they told me I was only eligible for a 50% discount which I said was not satisfactory... and wanted to get the rest of the flowers which I had ordered but they said that was not possible and my case was closed.Business Response
Date: 05/20/2025
Thanks for letting us know about your experience. Were really sorry & disappointed to hear that the incorrect item was received. Every order is important to us & every customers experience should be the best possible. We want to assure you that we are taking steps to prevent this from happening in the future. A partial refund of 50% off the merchandise cost was refunded to your payment method. We have also reached out via email to offer a redelivery of your original item (Peony & Ranunculus Garden Bouquet- Featuring approximately 25 stems of beautiful florals and foliage). Once we get a response and approval to send out a complimentary redelivery, a confirmation email will be sent.Initial Complaint
Date:05/15/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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 24 mixed roses for my mom for Mother's Day, they were to be delivered on Friday before Mother's Day. When they were finally delivered around 5:00 PM on Monday, the day after Mother's Day, more than half were wilted and dying. I called FTD and spoke to a customer service representative and they offered to send another set of flowers at no charge. They arrived this morning and are wilted and molded, I would like a complete refund, I feel like I have been generous giving them a second chance to make it right.Business Response
Date: 05/16/2025
We sincerely apologize for your recent experience. We understand how important this order was to your and your recipient, and we can't apologize enough for the condition the flowers arrived in. We have processed a full refund to your original payment method that will appear in your account in 1-3 business days.Customer Answer
Date: 05/16/2025
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:05/14/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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 odered a flower which was not delerved on time, was in bad shape when it arrived, and did not as advertised contain a ceramic vase. Now my wife has worthless flowers and a glass vase worth most $10.Business Response
Date: 05/15/2025
We sincerely apologize about your recent experience. Every order is important to us and every customer's experience should be the best possible. We apologize that was not the case. We have issued a full refund to your payment method that will appear in your account in 1-3 business day.Customer Answer
Date: 05/15/2025
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:05/14/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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 for flowers via FTD's website on 5.8.25, with delivery on 5.9.25. Order #*********, with a total cost of $67.95 (including a $19.99 service charge). On 5.9.25, I received a text from a delivery driver (around 1:15pm east-coast time), with a picture of the flowers outside a gate that was NOT the address the flowers were to be delivered to. He directed me back to FTD. I contacted them; they agreed to have the flowers re-delivered to the proper address (confirmed it's correct on my order). The following day, 5.10.25, I received a text from another driver, around 8:45pm east-coast time, again, at the same wrong address. On Sunday, 5.11.25 at 3am east-coast time, I get another text "Hello, I brought your flower. It's at the gate. Come and get it." This is outside an assisted living facility, at midnight (west coast time). No card on the flowers (which we'd included in our order), no name on the order. Just left the flowers on the ground outside of sliding glass doors at the facility. I called FTD to try and file a formal complaint this afternoon (5.14.25). I requested the name of the florist utilized by FTD (so I would know which local florist to NOT use in the future; they refuse to provide this information). I was then hung up on. This entire experience has been unprofessional, poorly handled and wasted more hours of my time than reasonable. I appreciate that Mother's Day weekend was a very busy time, but they should not have accepted orders that they could not meet with any degree of standards and/or competency.Business Response
Date: 05/15/2025
We sincerely apologize for your recent experience. We understand how important this gift was to you and your recipient and we can't apologize enough that it turned into a source of frustration. We have forwarded your feedback to the delivery service that handled these failed deliveries so they can look into why 2 separate attempts were made to an incorrect address. We have also offered to send out a complimentary order, which was declined.
The original order has been canceled and refunded in full to your payment method. The funds will appear in your account in 1-3 business days.
We are so sorry for any inconvenience this has caused you.
Customer Answer
Date: 05/16/2025
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:05/14/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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 am requesting a refund of $100.64 for an unsatisfactory arrangement.On 4/30/25 I paid $100.64 to have the FTD Touch of Honey Anemone Bouquet - Deluxe with Ceramic Vase delivered for Mother's Day. The arrangement was delivered on 5/9/25 as requested, but the flowers came in a box, requiring my mother to arrange them herself, there was no card saying who the flowers were from, and the flowers were very poor quality with some broken stems. My mother, who never complains about anything, sent me a picture because she didn't think the flowers looked very nice. On 5/9/25 I filled out a complaint form on the FTD website requesting that a new arrangement be delivered. On 5/10/25 I received an email response from FTD asking me to contact customer service. I responded the same day asking them to send a new arrangement. On 5/13/25 after not hearing back from them and confirming that my mother had not yet received replacement flowers, I emailed them asking for someone to contact me. I received an email from them the same day addressed to "******" (my name is ******) saying they could not locate my original order (despite the fact that the order number was in the subject line of the email) asking for all of my order information. I emailed them back with all the information they requested. On 5/14/25 I received a canned email from them asking me to contact customer service. I responded the same day asking for a refund instead. I received a canned response email back from them. It appears that their customer service relies on an automated system and there is no real human being reading or responding to messages. I cannot find a phone number to contact them. I have attached emails with my original order, all of the email communications, and photos of the arrangement I ordered and what my mother received. At this point, I don't care about having the flowers redelivered - I just want my money back.Business Response
Date: 05/15/2025
Please accept our sincere apologies for your recent experience. We understand the emotional importance behind sending flowers for a special occasion and when things go wrong, the frustration that is felt is beyond disappointing. We want to assure you that we are taking steps to prevent this from happening in the future.
Your original order has been canceled and refunded in full to your payment method. As your satisfaction is extremely important to us, we have arranged for a florist delivered item to be sent to your Mother on Friday, May 16th. Please know that there is no charge for this replacement order, however, you will still receive emails to keep you updated on the status.
Once again, we apologize for any inconvenience this has caused you.
FTD Customer Service
Customer Answer
Date: 05/19/2025
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:05/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 the ****************** Garden Bouquet - Deluxe with Vase from FTD's subsidiary Proflowers on Monday, 5/5/25. I asked for a delivery date of 5/10/25, to ensure there would be plenty of time for my mom to receive her mother's day flowers. This information was all confirmed in an email from Proflowers. The flowers did not arrive until Monday, 5/12. My mom sent me a pictures of the flowers - completely wilted, faded, and dead, and smelling/reeking of rot. The email said the flowers would come from a local source, but traveled from ********* to ***************** - that is hardly local. I reached out to the company, who promises to "do right" by the customer and they only offered a $28 refund (30% of the total order). This order cost $136 and all my mom got for it was 2 day late, rotten, dead flowers. According to their website, the flowers are guaranteed for 7 days, but didn't even make it an hour. Because they did not meet their guarantee, I believe I should get my entire order refunded.Business Response
Date: 05/15/2025
Thank you for letting us know about your recent experience. We can't apologize enough that your flowers were not only delayed, but arrived in poor condition. Your order was refunded in full ($136.99) on May 14th. Although the refund was issued on our end immediately, it can take 1-3 business days for your bank/credit card to return the funds to your account.
We have also ensured the agents who originally handled your order have been coached and retrained regarding fair resolutions.
Initial Complaint
Date:05/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 grown, developed tulips for Mothers Day. The flowers that were delivered were were so far from what was ordered the recipient thought they were dead. Just dried grass and stems that resembled crab legs- clearly not tulips were cared for and grown nor was the grass healthy. This was supposed to be a beautiful gift and not a project to try and regrow unkept flowers. I submitted a complaint online five days ago and was told someone would reach out shortly but nothing more.Business Response
Date: 05/14/2025
Thank you for taking the time to let us know about your experience. We apologize for your dissatisfaction with the product you purchased. The Tulip Bulb Gardens come pre-planted (and not fully grown). On our website it states that the "bulbs arrive in the early stages of growth and bloom times may vary." Pictures are listed that show the stages of growth. We are sorry for any misunderstandings. As your satisfaction is important to us, we have processed a full refund to your payment method that will appear in your account in 1-3 business days.
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