Complaints

This profile includes complaints for FTD, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FTD, LLC

  143 Mill Rock Rd E Old Saybrook, CT 06475-4217

  
• 

  FTD.com

  2055 Cardinal Ave Medford, OR 97504-9746

• 

  FTD.com, Inc.

  2402 Wildwood Ave Ste 200 Sherwood, AR 72120-5093

• 

  FTD, LLC

  5425 Beaumont Center Blvd Tampa, FL 33634-5261

• 

  FTD, LLC

  5425 Beaumont Center Blvd Tampa, FL 33634-5261

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.

• Initial Complaint

  Date:04/19/2024

  Type:Delivery Issues
  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 flowers on 4/11 to be sent for the death of a baby, paid $20.00 extra for a Saturday 4/13 delivery. Flowers were never delivered. I get automated emails: Dear ****,Were sorry, but despite our best efforts, we are unable to deliver your order on the date you initially requested for Mm.We understand how important your order is, and care deeply about your experience. We would like to offer you the following options:I did receive one actual phone call from ******* at FTD telling me that had mishandled my order and it was not put through to the florist correctly and that he GUARANTEED delivery 4/18 a full week after I placed the order, well received another automated email that they failed again. Then another email saying we could send a gift box to deliver on 4/23 at the soonest. The complete and total lack of customer service is unacceptable, if they don't have florist that will service an area then don't take orders! They couldn't have cared less about the time-sensitivity of fulfilling their obligations during the death of an infant. You can't send flowers 3 weeks later. Horrible experience Deliver my order at the next available date

  

  Business Response

  Date: 04/22/2024

  We are so sorry to hear about the customer's disappointing experience.  The florist in the area that was supposed to be handling the order had rejected it and was unable to accommodate the customer's request. The order has been refunded in full as the customer requested. As their satisfaction is important to us, we have processed a complimentary order that will be sent via carrier- **** to the recipient on 4/23. The customer was notified via email regarding the order. 

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21597407
  
  I am rejecting this response because:  It should not take filing a complaint with the BBB to get resolution, the customer service I received was unacceptable and there was no urgency to try to solve the issue. Even after an FTD employee finally called me and admitted they mishandled my order by not pushing it through to the florist and guaranteed delivery it did not happen. People order flowers for time sensitive events and trust someone will care enough to make sure the order is filled. FTD sent email after email stating despite their best efforts they could not fufill my order and then didn't respond for a day.  ****** FTD, pick up the phone after the first failure and call your customers to resolve.  The box of flowers sent almost 2 weeks later is appreciated but doesn't negate the overall issue.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/24/2024

  We are so sorry for FTD's failure in fulfilling your order for such a catastrophic and time sensitive event, such as the death of a loved one. It is always devastating and disappointing for both the customer and our company when we are unable to follow through on our guarantee of delivery. We are aware that this order was handled poorly and many steps need to be taken to ensure we can prevent it from happening in the future. The details of this order have been forwarded to the Executive Leadership of our company for review so they can see what changes need to be made, regarding both customer service and our florist division.  Every order is important to us, no matter the occasion, and we sincerely apologize that we failed you.

• Initial Complaint

  Date:04/08/2024

  Type:Product Issues
  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 the arrangement with the purple roses. I did not get that. I am including what I wanted vs what I got. I want my bouquet that I ordered. I have emailed the company and they even asked if I wanted a refund or a replacement. I asked for a replacement and never heard from them again. I then emailed them again and nothing. I ordered this on 03/28 I have given them plenty of time to respond. This is for my mom so I would like to make sure she gets it!

  

  Business Response

  Date: 04/09/2024

  We sincerely apologize that the customer's experience did not meet their expectations.  A redelivery was requested from the florist that filled the order, however, they were unable to deliver immediately as they did not have the complete recipe in stock: 10 Red 50 cm Roses, 6 Purple Double Lisianthus stems, 5 Red Spray Rose stems, 3 Purple Statice stems, 3 Pink LA Hybrid **** stems, 3 Salal tips, Clear Glass Vase.  This item does not have purple roses. We understand that the Double Lisianthus resemble roses, however, they are not. We also have a substitution policy which is listed on our website under each product: "To guarantee the freshest bouquet possible, our florists may replace some stems in your arrangement which could differ in color and variety. Any substitution made will be similar to the original design and be of equal or greater value."  On March 29th, an email had been sent to the customer requesting that she send us a photo, to which we never received. On April 8th, the customer demanded that we refund her in full, to which a full refund was processed ($127.34). As the customer's satisfaction is important to us, we have processed a complimentary order (Order 61978133833). The florist will do their best to fill the order according to recipe, however, substitutions are permitted for freshness and availability.   FTD Customer Service
  
  

  Customer Answer

  Date: 04/10/2024

   
  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:04/07/2024

  Type:Delivery Issues
  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.

  On April 2nd I ordered a bday gift set for my friend, it included chocolate plus a ***** ***** I was hoping it to be delivered in the am, but it arrived at night and the ***** bear was not delivered. I called customer service and they promised it would be delivered 3 days later *** it included flowers. My friend just got the flowers and no ***** bear. At this point all the surprised was more than ruined and what was supposed to be a nice memory became a joke for my friend.

  

  Business Response

  Date: 04/09/2024

  We apologize that the ***** **** was missing from the orders. It does appear that when the customer called in to make the complaint on 4/7, a full refund was requested when asked for how he'd like to resolve the issue. He was granted a full refund in the amount of $100 on his original order (**************). He was given a complimentary order (***********) of a dozen red roses on top of that refund, which was an upgraded item from the original purchase.  We will not be sending out a ***** **** as the issue has been resolved with a refund and complimentary florist delivered bouquet. 

• Initial Complaint

  Date:03/27/2024

  Type:Delivery Issues
  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 a flower arrangement on 03/25/2024 to be delivered on 03/25/2024 to my mother in law in ******* for her birthday. When I tracked delivery, it says flowers were delivered but they were never received. She and my father in law are elderly and at least one of them is always home. I sent several emails beginning on the evening of 03/25/2024 and tried calling FTD but got no response. I paid extra for same day delivery and paid over $100 for the arrangement. Im so disappointed and will never use FTD again.

  

  Business Response

  Date: 03/28/2024

  The order for *********************** (**************) was confirmed delivered at 5:19pm on 3/25 to the address on file ******************************************************  We have reached out to the florist and requested that they provide proof of the delivery, to which they have until the end of the day 3/28 to respond to our request. As the customer's satisfaction is important to us, we have processed a full refund in the amount of $104.04 to their payment method. 
  

  Customer Answer

  Date: 03/28/2024

   
  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:03/22/2024

  Type:Delivery Issues
  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.

  Placed an online order with FTD Florist for a Rainbow Tulip Bulb Garden in a woven basket. Picture shows 14 beautiful flowers for our friend post surgery. What they received was a basket of dirt with tulip bulbs. not very cheerful post surgery. Tried to order this arrangement over the phone, was told had to order on line to obtain a 20% discount. asked for help by phone, but this was refused, directed to online ordering. VERY DISAPPOINTED with FTD. Never received the 20% discount. very EMBARRASSED and APPALLED when we saw the picture of what was delivered. We felt mislead and deceived with photo on the ordering page. Would have never sent this basket knowing what it would look like. Will never use FTD again. Expect a refund from FTD Thank you for your assistance

  

  Business Response

  Date: 03/25/2024

  We apologize that the customer was unhappy with their purchase (Order 5238912417989).  We are sorry that they feel they were deceived or misled, however, it states on our website ( *******************************************************************************************************************************************)  under the description of the Rainbow Tulip Bulb Garden, in bold text, "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."  Reviewing the order, the price also shows that the 20% discount was applied to the merchandise cost and saved $11.20 using a promo code. I have uploaded attachments that show the discount applied to the cost, as well as our website that shows the description of the product. As the customer's satisfaction is important to us, we have processed a full refund and an email was sent to the customer regarding the credit that will be applied to their account in 3-5 business days. 

  FTD Customer Service

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  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 a funeral service from this company - it was the one listed on the site of the funeral home, so I assumed they had a working relationship and my order would go smoothly. I called before placing my order to confirm they were able to accommodate delivery for a 9am service (for 2 days after my order date) and the male representative confirmed they could so I placed the order. I never received a confirmation email, so I called the next day and spoke to a woman, who looked up my order number, confirmed my details, and said the order was all set. Then, on the day my order was scheduled for delivery (3/21/2024), I received two confirmation emails - 1 stating that my order was being prepared by a local florist, and a second one at 7:01am that my order was scheduled to be delivered to *********************************************************. I thought all was well... until a received an email at 3:46pm - "When reviewing your recent order, we noticed that we need more information to ensure the best delivery experience.".... THIS WAS 7 HOURS AFTER MY ORDER WAS SUPPOSED TO HAVE BEEN DELIVERED. I even confirmed it with 2 different customer service reps. I responded to that email 5 minutes later and have not heard back yet. I've now been on hold for almost 30 minutes trying to contact the company to find answers - my agent does seem to want me to talk to management.... This is completely unacceptable and I am extremely disappointment in the services provided, especially considering, this was the funeral homes chosen floral provider. Someone needs to take accountability for this failure.

  

  Business Response

  Date: 03/25/2024

  We are very sorry to see that the order was not delivered for the service. The customer accidentally typed in the Funeral Home's 
  name as the person being honored. We did not catch it and when the florist went to deliver they realized they were unsure as to who the flowers were for.
  We refunded the customer in full on 3/21 and we have offered a complimentary bouquet to the family which the customer has refused.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21471140
  
  I am rejecting this response because: I spoke with 2 separate customer service who both told me the WRONG information. I have 2 separate order numbers for the same order and no definite answer on what went wrong. They've apparently responded to the BBB complaint but everyone I've spoke to has been rude and unhelpful. The best response was to deliver the flowers to another address,,, but the recipient is literally dead and in the ground so it's a little late for that....I would take my chances at a local florist rather than trusting these people again - it's clear their agents have no training and management is even more incompetent. 

  Sincerely,
  
  ***********************

   

  PS. all the employees refuse to give their names so there's no trail on any interaction you have here - they can just lie and refuse to correct their wrongdoings #******** the apparent "customer service manager" with no last name or employee identification number. 

  

  Business Response

  Date: 03/28/2024

  We're sorry that the customer feels this way. There is not much more we can do except provide the full refund that was already processed and offer a complimentary order to the home of the family of the deceased, which was already done and rejected. The customer failed to provide the name of the deceased on the order and the funeral home refused to accept it until we could provide that information.  As to giving out our last names, it's company policy that we only release our first names for security and privacy purposes for our employees, especially during a time where people post on social media, we don't need that for our employees. As to the order numbers, there is a master order number and a sub order number, but they both refer to the same order.  The master order number is the cart ID, and the sub order number is for the item, for instances when a customer might order more than one item, going to one or more addresses, all charged to the same payment method. Once again, we apologize that we are unable to provide a resolution that satisfies the customer. 

• Initial Complaint

  Date:03/19/2024

  Type:Delivery Issues
  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 fully paid and current "FTD plus" member (maybe current paid membership status has changed names). Nonetheless, I routinely order through FTD.com for flowers. On March 15 2024 I ordered a particular arrangement for my wife whom I reside with, selecting an order that indicated same day delivery as an option. On March 17 I submitted a complaint on FTD website to show my order had not been delivered and received an automated reply that their "goal" is to respond and resolve issues within 24hrs. 24hrs later I submitted another complaint on the same order as neither the status of the order as "assigned to florist" nor any follow up had happened. On March 19 I received an email saying an upgraded flower would be sent that day and for over 8hrs the status said "out for delivery" with the website saying delivery hours of 9am-8 or 9pm. As of 1032pm, I have not received my "resolution" nor an update. I do not believe this business is acting in good faith. I paid a premium for higher service standards, I paid a higher price for a particular arrangement and expected service and delivery based on the terms they presented through the sales process on their site. They failed to address the failure to deliver the items purchased, they failed to address the complaint, and they have not provided the resolution they stated. This business is taking money from customers and subscribers without good faith.

  

  Business Response

  Date: 03/21/2024

  We apologize that there were issues completing the delivery of your order. A full refund was issued in the amount of $89.88. As you are an FTD Plus member and a valued customer, we have also processed a complimentary order for the next available date for your recipient and ensured a different vendor has been selected. An email was sent to the customer to inform him about the refund and the comp order that was processed today. Once again, we apologize about the disappointing experience.

• Initial Complaint

  Date:03/11/2024

  Type:Delivery Issues
  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 the Happy Birthday Orchid Garden on 2/25/2024 online from FTD. The delivery date was 3/1/2024. It was delivered to *****************************, for her 88th birthday; as promised. The description of this arrangement stated, "These stunning blooming plants are arranged in a gorgeous romantic design that's perfect for a special occasion or just because..this garden comes with individually potted plants secured together in a round wooden trough planter." My elderly relative received this order as follows: in the box there were 3 individual plants in plastic, a container, birthday pick, and container. There was no soil, no directions, and no description of the plants. She assumed I knew what I ordered so she politely stated that her neighbor had some soil so she helped her plant the plants, but she had no idea what they were. I was extremely embarrassed based on the description of what I ordered. I sent correspondence to FTD customer service on 3/2/2024. They replied within 24 hours, but it was less than satisfactory. They said that arrangement is sent in a gift box and it's not fully arranged. The recipient will need to arrange it themselves. They further stated that items that are fully arranged and ready to display are delivered by a florist and are marked as "Designed by Florist". I replied on 3/3/2024 that I was not satisfied with this response because if the description had stated that assembly was required, I definitely would NOT have ordered it. I also recommended that they improve their website, as the description is deceptive. They replied within 24 hours and said thanks for taking the time to let them know about my experience. Any notes, ratings, or feedback is regularly reviewed. I also sent a survey back and detailed my experience, but have received no further information. I do not typically resort to such measures but I feel I am a victim of deceptive advertising. I will never order anything from this company again. The order # was **************. Thank you

  

  Business Response

  Date: 03/12/2024

  We apologize that the description on our website was not stated more clearly.  We have processed a full refund to satisfy the customer.  

  Customer Answer

  Date: 03/12/2024

   
  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:02/23/2024

  Type:Delivery Issues
  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 one dozen roses well in advance of Valentines Day. They were delivered 24 hours before the requested delivery date, and then promptly died completely within three days. **************** survey was sent to me and completed ,requesting to be contacted which I never did. I then reached out to customer service separately ,Told them of the issue and they offered to make it right with a replacement order of the same or better value. They once again requested a delivery date that they did not follow through on. When I reached back out to customer service they told me it would be another two weeks Before a replacement order could be sent out. Shouldnt that have been communicated ? Why do you even ask requested delivery dates that dont get fulfilled and why do you even offer a seven day guarantee on your flowers? FTD has failed on all fronts of this business transaction. I can happily provide the order number.

  

  Business Response

  Date: 02/26/2024

  We are so sorry to see this. Per our guarantee the order was refunded in full.

  Customer Answer

  Date: 02/27/2024

   
  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:02/23/2024

  Type:Delivery Issues
  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 my wife, to be delivered on Valentine's *** 02/14/2024. My order number is ************. The flowers came in almost rotted. The edges of the roses were brown, the stems were limp, the leaves were brown and falling off. I contacted customer support, and requested a re-delivery. They did not respond. They did send a survey to me about my delivery. I described the situation in great detail, and requested to be contacted. To date I have not been contacted via email or phone call, and they have collected their money. I am requesting one of two possible remedies, either refund my money, or send my wife the fresh beautiful flowers that she deserves. Thank you for your time and patience with me.

  

  Business Response

  Date: 02/23/2024

  We are so sorry to see this. We have refunded the account in full and will send a complimentary fresh arrangement for delivery next week.

  Customer Answer

  Date: 02/28/2024

   
  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.

  FTD graciously refunded my original purchase, and sent a complimentary replacement bouquet.  I appreciate their timely response, and I am satisfied with the resolution. 

  
  Sincerely,
  
  ***************************