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.
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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:05/30/2024
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.
Original order placed 5/7 to be delivered 5/11 or 5/12. Mom has received nothing and from the redundant emails I keep receiving from them, they have not even initiated an order at a local florist. Original order (I paid extra to have it delivered on Mother's Day weekend):Simple Charm BouquetORDER #:13020850290885 DELIVERY DATE:05/11/2024 - 05/12/2024DELIVER TO:******* Kaczka217 ************, ***************************************************** COST$60.00 DISCOUNTS APPLIED($18.00)SHIPPING/SERVICE FEES$22.98TAX$3.45SUBTOTAL$68.43MODIFY / TRACK YOUR ORDERInitial Complaint
Date:05/28/2024
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.
Transactino Date: 5/11/2024 NJ980401149899 FTD Flowers The flowers that my mother-in-law received were to be delivered May 12, 2024 instead the we received May 15, 2024 and they were dead.I received an email from FTD on May 14, 2024 saying that I would be refunded and as of today i have not been refunded. ihave spoken with three offshore customer service agents with no resolution to my problem. Reviewing my account I see the charhe of $80.60 in black with no credit in green of $80.60.What I want is my money back no flowers just my refund and I PROMISE I will never do business nor suggest that any others do business with your company.The worst flower service I have ever encountered in my life!
Business Response
Date: 05/29/2024
We sincerely apologize that there were issues with the customer's order. It appears that this order was placed through the customer's employment with Perks at work. Therefore, the payment was not charged through FTD, it was done by invoice. FTD processed the refund on 5/15/2024. The customer would need to reach out to his human resources department if the funds are not showing on his account. We have shown that this transaction for a refund had been processed in the full amount of $80.60.Initial Complaint
Date:05/19/2024
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 flowers to be delivered for Mother's Day. FTD charged my credit card, but never delivered the flowers, despite many email exchanges promising me they'd fix the situation. I warned them that continued failure to provide the product and service I paid for, would be interpreted as fraud. Still they haven't delivered the flowers, with no explanation nor refund, despite many promises to the contrary.Business Response
Date: 05/23/2024
We sincerely apologize that the order was not delivered on the intended date. It appears that the customer contacted their bank for a chargeback- so unfortunately, a refund cannot be processed since the bank will be returning the customer's funds. A 30% refund had originally been processed in the amount of $22.79 on 5/14 at the customer's request since the order was delayed. Due to the frustration and disappointment the customer has experienced, we have scheduled to have the flowers delivered today, May 23rd, from a different florist, at no charge.Customer Answer
Date: 05/24/2024
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:05/18/2024
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 flowers for Mother's Day and with only one day's notice FTD emailed me stating they could not deliver on time. I requested a full refund with late delivery as it was too late to order a different arrangement in time.I believe that because they let me no so late that FTD violated our agreement and must provide more than a simple refund. They took my money and never provided a service and didn't tell me until it was too late to do anything. They never responded to my email for a week. I emailed them again and they offered a gift box, different than what was originally offered and a week later.Business Response
Date: 05/20/2024
We sincerely apologize that ********************** order was not delivered as scheduled. Every order is important to us and every customer's experience should be the best possible, and we apologize that was not the case. A full refund has already been processed in the amount of $75.31 and a complimentary order was processed for the next available date.Customer Answer
Date: 05/20/2024
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:05/16/2024
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 purchased flowers on May 8th for my mother for Mother's Day and the flowers were never delivered. I attempted to call customer service, but it is only a recording which sends you to their website. I have attempted to track the order multiple times; however, it only states that the order has been given to a florist. I have emailed multiple times and the response is the same. I paid for a product and did not receive the product. This is totally unacceptable and fraudulent.Business Response
Date: 05/20/2024
We are so sorry the customer encountered many issues with their Mother's day order. Every order is important to us & every customers experience should be the best possible. We have processed a full refund in the amount of $92.80 and reached out to the customer via email to offer a complimentary order on a date of their choice.Customer Answer
Date: 05/20/2024
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:05/15/2024
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.
On Wednesday 5.8.24 I ordered flowers to be delivered to my mother-in-law for Mother's Day on 5.12.24. The website and confirmation said the flowers were going to be delivered by 5.11/5.12, which is why is selected FTD. They called on Friday 5.17.24 saying the flowers were be late and arrive on 5.14.24 (two days after Mother's Day) and gave a discount. On Tuesday 5.14.24 the order was cancelled, and the flowers were never delivered. This is false advertising!Business Response
Date: 05/28/2024
We are so sorry to hear about this disappointing experience with FTD, especially for an important occasion such as Mother's day. We have forwarded the customer's complaint to the appropriate department for review and someone will reach out to the customer to provide a resolution and explanation as to why this happened.Customer Answer
Date: 05/28/2024
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:05/14/2024
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 of Clear Skies order # ************** on 9 May 2024 for delivery on 12 May to my residence. Around 8pm on 12 May I received email notification that flowers were delivered, however no flowers arrived. I contacted customer service and they promised me a reship for deliver on 13 May and a 50% refund. I never received email confirming refund or reship. I never received the reship nor the partial refund. I am seeking a full refund of my original purchase order.Business Response
Date: 05/23/2024
We sincerely apologize that the order was not delivered as scheduled. The customer's request for a full refund has been forwarded to the appropriate department to process. An email confirmation regarding the refund will be sent to the customer as soon as his request has been processed.Initial Complaint
Date:05/12/2024
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 order flowers for a Lade friend. I have sent flowers to her before. She as sent me pictures of the flowers and sometimes they have been of a lower quality. They send me three emails the last says they are sorry for the delay. That they will give me the privilege of placing another with a $10 discount. No thank. When call they use A!. So I do not get to talk to someone. I do not them to send me rush order full of filler flowers. I am sure that I have made a complain against them before, so I should know better. I want a refund for$136.10, plus for the balance of the yearly service. Thank you in advance.Business Response
Date: 05/15/2024
We apologize that this order was delayed. The order has already been canceled and refunded in the amount of $136.10. Unfortunately, we are unable to refund any of the amount of the FTD Plus Membership as it has already been used multiple times since it was purchased in September 2023. There were 5 or more orders placed since that date and for each order, $19.99 was saved. The membership cost was $39.99. Therefore, after 2 orders, it was already paid for. Per terms and conditions for the FTD Plus Membership, "You have the right to cancel your Membership at any time. Upon cancellation, you will not be entitled to a refund of any portion of your FTD Plus annual fee." ************************************************************************************************************************************; We apologize for the inconvenience.Customer Answer
Date: 05/15/2024
Better Business Bureau: Good afternoon, thank you so much for your assistance. I have received a full refund. I will not be using FTD again. Only again thank you.
Sincerely,
*********************;
Initial Complaint
Date:05/12/2024
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.
Ordered a floral arrangement (#**************) to be delivered for Mother's Day, with a delivery date range of 5/11 - 5/12. The arrangement never arrived causing extreme embarrassment as I have never failed to send my Mother a gift for Mother's day before until now thanks to FTD.I found an email sent to me from FTD on 5/11, the first delivery date it was supposed to arrive saying that they cannot fulfill the order, yet they were the ones who sent me the offer along with a 20% off coupon code. This is the crux of my issue. If they cannot fulfill the order, why offer to fulfill it in the first place? Doing so ruined Mother's Day for my mom. FTD cannot be trusted to honor the offers they send out for the most important occasions. I find it a deceptive practice to send out offers that they aren't even certain that they can complete.They are also using my Mother's name in their advertisements. "Remember when you sent ****** flowers on 5/8? Send them again with 20% off". (I remember when they didn't and ruined her Mother's Day) Nowhere in their advertisement does it mention that they may not be able to fulfill their offer and I believe they should be required to put in an asterisk stating so. I want a refund in full and no further contact from this FTD company, no mailers, no offers invoking the name of my Mother that they scorned. I also want them to let people know that they may not be able to complete the order as offered so the customer has sufficient warning to secure a backup in case FTD fails in their obligations.Business Response
Date: 05/15/2024
We apologize that we were unable to fulfill the customer's Mother's day order. We have one florist that services the *******, FL *****, and unfortunately, they were unable to fill the order. We had reached out to the customer via email on May 8th to inform him that we were unable to fill the order as requested, but offered to deliver one of our vendor items, which would be shipped overnight in our signature gift box. We did not get a response from the customer. We attempted again on May 9th, both a phone call and email, and again, with no response. The customer did not respond to any of our emails until May 12th, when it was too late to send anything for Mother's day. The customer's order has been refunded in full, as he demanded in his vulgar email that we attached. We have also sent his request to be removed from all our mailing lists and he will be notified once that process is completed.Initial Complaint
Date:05/12/2024
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 placed two orders close together on the afternoon of May 6, 2024. The first was an order under the name of Joy ****** No. *************). The confirmation receipt was received on 05/0702[24. Per website tracking, it was scheduled to be delivered 05/11/24, where I paid extra to have it delivered on Mother's Day Weekend. Recieved no email reminding me of delivery today. ** 4:56 PM, received email stating my order has been delivered. Yet we recieved no delivery. I called. The first representative went thought the steps of identification and asked me several times to repeat what my problem was, as if he did not understand. He then pretended he could not hear me *** hung up. I called back immediately, where the secind rep stated she would send a message to the florist and I would get a call in the next hour or so. She also stated they WOULD be delibered 05/11/24 by the end of the day (9PM). Website tracking status changes to Delivered. I mever heard back from the second rep. ** 7PM, I called yet again. The third rep ********** me and immediately gave me the same answer again. They wanted to send another message to the florist who was not responding and call it a day. I asked who the florist was so I could follow up with them, they declined to say. They stayed they would not change the status until the florist replied, the delivery may be tomorrow or later, and repeated the same script. I requested a manager, to which they put me on hold and then came back to state I could not speak to one because none were available when, by background noise, I clearly heard a manager speaking. I asked to confirm my second order for 05/12 as the site states, and she said she didn't know whay I was talking about.Nobody seems to know where my order is Nobody seems to be willing to address the issue. Nobody seems to be willing to provide the information needed for me to find out on my own. All of my energy has been wasted and this was a let down to the most important woman in my life.Business Response
Date: 05/20/2024
We apologize for the frustration the customer experienced on his Mother's day orders. Any orders that were placed for the weekend of Mother's day had a flexible delivery date of either 5/11 OR 5/12. Delivery confirmation was received for both orders before the end of the day on 5/12. Due to the frustration and disappointment with our service, we have refunded the price of one of the orders in the amount of $83.58.
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