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:05/11/2024
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.
My parents rendered flowers for me for my 50th birthday. They were supposed to be delivered may 8, not delivered. She called they resent delivery and put her address in as delivery address not mine. She called they said the flowers would be delivered may 11 and nothing. No info a when delivery will happen or if it will happen. *** tried to contact them to no avail. Parents dont have money to send flowers and not have them delivered. We both have contacted ftd to no avail. How can they charge what they do and not deliver.
Business Response
Date: 05/15/2024
We apologize that there were some delivery issues with this order. We have reached out to the florists to provide proof of delivery as we received confirmation that they were delivered. A new order had been set up for delivery after the customer claimed that it had not arrived. It appears that there were delivery issues with that order. There seemed to be some confusion as to what address they were suppose to be delivered to. A full refund was issued on the customer's order in the amount of $78.85. We are unsure where the $100 amount came from that the recipient is disputing, as we do not have an order for that amount. We have ensured that the delivery address is the same as the original order (***************************************************************************************) and it has been assigned to be handled by a new florist.Initial Complaint
Date:05/11/2024
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.
Ordered a premium arrangement. I received a small one. I complained and I was sent an arrangement that was better but still not even close to what was portrayed in the order guide online.Photos attached below. At this point I want a total refund!Business Response
Date: 05/15/2024
We sincerely apologize that the customer did not get the size and quality that was paid for. We have processed a full refund ($124.48) to the customer's payment method.Customer Answer
Date: 05/21/2024
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:05/11/2024
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.
The company has committed fraud. Order for flowers were scheduled at my Mother's job on Friday. They did not deliver and today they send an email saying that the flowers were delivered WHICH IS IMPOSSIBLE. The delivery address was my mother's job and she began her trip to ******** yesterday after work. How was this delivered on a Saturday to a closed business??? I am demanding my money back. Order number **************.Business Response
Date: 05/15/2024
We apologize that the order was delivered a day late. The address that was listed on the order was not specified as a business, therefore, the florist was unaware. We have refunded the customer in full, and an email was sent to confirm.Initial Complaint
Date:05/10/2024
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.
may 2024 on internet site FID flowers. I Selected a pot of Tuplips that state will have buds ready to bloom in time for Mother Day. Select Delivery Friday May 10, 2024. Item delivery was horrible from picture my new mother sent to me. Item was dropped on Thursday May 9, 2024 and the pot had twig like objects protruding from soil and zero ground covering materials at base of the container. I called day of drop off and was offered 30 % refund and the person placed on hole for over hour and did not reconnect. I want a plant that looks similar to the one on site I ordered believing the advertisement. False advertisement, product delivered have zero stems with buds that can open in next week and sure not one to open on Mothers Day of the day or two later. I want a pot of multiple color of Tuplips that are budding, ready to open into flowers soon.Business Response
Date: 05/15/2024
We apologize that the customer is upset and disappointed by the product they purchased on our website. Unfortunately, the item they selected is a bulb garden. Per the description that is stated clearly on our website: "PLEASE NOTE: Your Bulb Garden will arrive with pre-rooted bulbs which will grow over the next several weeks to the beautiful garden you see in the picture." See URL- *****************************************************************************************************************************************; Even if we offered a redelivery, the same item would be sent in varying stages of growth. This item is no longer in stock. A discount was offered as a courtesy.Initial Complaint
Date:05/03/2024
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.
The original Price on this item was *****. I have now had ****** charged to my account. I really just want a refund on this entire transaction. Rainbow Garden of Blooms ORDER #:12999345569989 DELIVERY DATE:Friday, 05/10/2024 DELIVER TO:***************************** ************************************************************** ph. ********** ITEM COST$88.00 DISCOUNTS APPLIED($26.40)SHIPPING/SERVICE FEES$22.99 TAX$5.93 SUBTOTAL$90.52 MODIFY / TRACK YOUR ORDER TOTAL CHARGE$90.52 CREDIT CARD TYPEMASTERCARDBusiness Response
Date: 05/06/2024
The FTD order ************** for the Rainbow Garden of Blooms was canceled and refunded on 5/4/2024 for an amount of $90.52. As to the other charge, Teleflora is a different company that is not affiliated with FTD.com. The only charge that was made using card number ending in 1872 was for $90.52. The customer would need to reach out to Teleflora directly for any disputes.Initial Complaint
Date:04/29/2024
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 on April 18, 2024, and they were never delivered. I reported the incident on the FTD website. On April 20, 2024, I received an email message from FTD **************** stating that a replacement order will be sent. So nothing has been delivered. I would like either the replacement order or my $156.58 payment refunded.Business Response
Date: 04/30/2024
We apologize that there were issues with the order 5276878504133. We actually had 2 identical orders that were placed a day apart (************* and 5276878504133) that we received delivery confirmation for both. A request was sent to the florist of the order in question to provide proof of delivery. Since more than a week has passed since the original delivery date, a full refund has been processed on this order in the amount of $156.58. We have also issued a $25 coupon to use on a future order that will arrive in the customer's email inbox in 1-2 weeks.Customer Answer
Date: 05/03/2024
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:04/27/2024
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 Bright Lights bouquet to be delivered on April 23 (Passover) in ********, S.C. There were no updates from any florist when I checked on the order status. Then, I get an email from FTD on April 23 that the order was delivered. I found this odd that there never was any prior status, so I queried FTD. On April 27, I heard from FTD that the flowers were not delivered. The company changed the delivery date to April 30. This was a huge embarrassment to me, and I canceled the order. FTD says it will refund the cost. But I feel I deserve some kind of compensation for the company's inefficiency and lie that the flowers were deliver when they were not.Business Response
Date: 04/30/2024
We apologize for the mishandling and miscommunication from our company to the customer. A delivery confirmation was received from the florist on April 23rd at 1:02pm stating that the flowers were delivered. This would have automatically sent an email to address on file for the customer. An order confirmation email would have also been sent when the order was processed on 4/19. The morning the delivery is scheduled, an email is also automatically sent as a reminder to the customer that the order is scheduled to arrive that day. For any other updates/tracking, the customer needs to log into their ********************** account. We did not receive any communication from the florist stating that the order was not delivered. Reviewing the account, it appears that the FTD agent attempted to contact the florist by phone, however, there was no answer. Since the customer was claiming the order had not been delivered, the agent made arrangements for it to be delivered on 4/30. Since this was a week past the original delivery date, the order was refunded ($113.39) at the customer's insistence. A request has been sent to the florist that handled this order for them to provide proof of delivery, to which they are given 2 business days from today (4/30) to provide the information. For the miscommunication provided by our customer service agent, we have also issued a $25 coupon to be used on a future order. This will arrive in the customer's email inbox in 1-2 weeks time.Customer Answer
Date: 04/30/2024
Complaint: 21635638
I am rejecting this response because no email was received saying the order was scheduled for delivery and there were no updates on the FTD website as to the status of the order throughout the entire process.
Sincerely,
***********************Business Response
Date: 05/01/2024
I'm sorry the customer feels this way. However, we provided proof of the emails that were sent out on this order. The screenshot was uploaded as an attachment that showed each email sent out and the date that it was sent. If the customer is not seeing it in his inbox, it's possible it fell into his spam/junk folder as they often do. For orders that are delivered via florist, this is what is shown and the order in which they receive the automatic status updates. A total of 3 automatic emails were sent starting with the order confirmation (when the order was placed), the Scheduled date of delivery (6:00am morning of delivery date) and the delivery confirmation (when the delivery is completed -sent at 1:05pm on 4/23). We have a record that each of these emails was sent out.Customer Answer
Date: 05/01/2024
Complaint: 21635638
I am rejecting this response because:no email was received that FTD claims was sent. It did not go into my spam box, either. and as best I can tell, delivery was not made, which is the main issue/ FTD is just trying to cover up its blunder and failure by the florist to follow standard procedures. I don't see that this will be resolved, other than my using a different floral delivery service in the future.Sincerely,
***********************Initial Complaint
Date:04/25/2024
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.
Ordered 4/23 (Order # **************)Was supposed to be delivered on 4/24 between hours of 9-6 ( I waited all day).Received email saying it was delivered on 4/24- it was not delivered (checked everywhere).Tried to contact FTD customer service multiple times that day and the next day and the chat link was not working, no one responded to anything.Was not contacted at all.I would like a full refund on the card (Amex).Business Response
Date: 04/26/2024
On behalf of FTD, we apologize for your disappointing experience. We have reached out to the florist to provide proof of delivery, to find out where the flowers were delivered, since you claim they never arrived. We have refunded the order in full ($116.87). Once again, we sincerely apologize that you had such a negative experience.Customer Answer
Date: 04/30/2024
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:04/25/2024
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.
Ordered flowers April 16 for a May 10 th delivery date Tried to cancel this order on April 25, 2024 Has not been delivered More than enough lead to cancel This is a ******** ployBusiness Response
Date: 04/26/2024
We apologize for the confusion and miscommunication regarding your order. It was actually canceled and refunded on 4/25/2024 at 1:13pm to your PayPal Account. It can take up to 5 business days for the refund to appear on your account, but the refund was issued on our end. An email was also sent to the customer once the refund was processed.Customer Answer
Date: 04/26/2024
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:04/20/2024
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 bought the free shipping membership so I can send my mother in law flowers since we are in different states only after I place an order they notify me they have to ship the items in a box I said no then the lady says well you still have the membership to use for other people. I only bought this to use for her. Crazy in ******** 30 minutes from ******* no one can deliver with this.Business Response
Date: 04/22/2024
We apologize that there is no florist to deliver on 5/12/2024 in the recipient's delivery area. We do have a few florists that service that area, unfortunately, at this time they are not taking any Mother's Day orders. The customer placed more than one order using the membership. Since it has already been used and that order is currently active, we are unable to provide a full refund for the customer on the membership. If she is still interested in canceling the membership and getting a refund, we will only be able to reimburse $5.00 since she placed an order 5278650040517 and saved $19.99 on the shipping with the membership that she purchased for $24.99. Please see FTD Plus Terms & Conditions: ************************************************************************************************************************************; It states: "You have the right to cancel your Membership at any time. Upon cancellation, you will not be *********** a refund of any portion of your FTD Plus annual fee."Customer Answer
Date: 04/22/2024
Complaint: 21602650
I am rejecting this response because:The customer service representative stated that there will never be a florist that can take orders at anytime. Is this correct? Also I would get a $10 amount on my bill because it was canceled
Sincerely,
*********************Business Response
Date: 04/23/2024
On the order (**************) that was canceled because there was not a florist in the area that could fill the order for the date selected (5/12), there are currently 3 florists that service this area- **********, ** 60403. Unfortunately, we do not have one available that is taking orders for Mother's Day at this time. The order (**************) that was placed for the FTD Plus Membership was placed with the **** discount, meaning you only paid $24.99 for it, NOT $29.99. (See Attachment) If you wish to cancel the membership, we can only refund $5 as you saved $19.99 using the membership on your other order (**************) for ***************************. The order that was canceled for ***************************** had a charge of $56.70, which was refunded from the total amount of the flowers + FTD Plus Membership. The total of both orders together was $81.69. After the refund for the flowers, the total left is $24.99 (See Attachment). If a cancellation of the FTD Plus Membership is still what is desired, we would be more than happy to refund the $5 and process the cancellation as a courtesy, since we do not normally offer a refund once a membership is purchased and used. ***********************************************************************************************************************************; #6. CANCELLATION; TERMINATION (Terms and Conditions)Customer Answer
Date: 04/23/2024
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. I do not want to cancel the membership since I can use it in the future to ship my mother in law flowers but let your customer service know to give your customers the correct information she said I could never use it in ********** area and that is the reason I bought it so since I can use it in the future I will keep my membership thank you for explaining this to me
Sincerely,
*********************
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