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:02/22/2024
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 placed an order with FTD on 2-12-24 (order #**************). On 2-14-24 a delivery was made but the flowers were not what I ordered. Not only were the flowers wrong but the size was small as well. I ordered the premium sized arrangement but received something smaller than the standard size. Additionally, the order was for a box of chocolates but they were not delivered. I immediately reported the issue to FTD via their online support page which claimed a response within 24 hours. No one replied. So on 2-16-24 I called customer service. I was told that the original order with the correct flowers, size, and box of chocolates would be delivered and after the call I would receive an email from FTD customer service. The ********************** and chocolates were never delivered and no email was received. I feel contacting the company multiple times without any resolution to the problem warrants further action therefore I am submitting this claim.
Business Response
Date: 02/23/2024
We are so sorry to see this. The order has been refunded in full.Customer Answer
Date: 02/23/2024
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.
Sincerely,
*************************Initial Complaint
Date:02/21/2024
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 my mother thru the FTD Florist online ordering system as I have done for many years. The flowers were to be delivered on Valentines Day. The flowers were never delivered to my mother even though I received an email stating that they were delivered. The order number is as follows: *************. The exact same thing happened last year. FTD never returned my payment. I assumed that it was an honest mistake, but now that it has happened repeatedly, I know it was not just a simple mistake. I contacted the company via email and they never responded or acknowledged their mistake. I paid $90.38 to have flowers delivered and they were never delivered. I want my payment to be fully refunded. I will not do business with this company in the future.Business Response
Date: 02/21/2024
A full refund was provided to ************** on 2/18 when he made us aware that his bouquet was not delivered. An email was sent confirming the refund to ************************ immediately after.Customer Answer
Date: 02/23/2024
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.
Sincerely,
*************************Initial Complaint
Date:02/21/2024
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 an order on 2/8 for flowers to be delivered 2/12 to an address in *********, **. I was told that the flowers were delivered. The person that I was sending them to never received them. I called 1-800flowers and I also went through their customer service online forms several times. I have heard nothing from the company. I would like my money refunded.Business Response
Date: 02/26/2024
We are so sorry for the experience. The order has been refunded in full.Initial Complaint
Date:02/20/2024
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.
On 1/29/24 I order flowers (from FTD) for my Mother, to be delivered on 2/15/24. Later that day, I received notice the flowers had been delivered. I called my Mother to verify. No flowers delivered. I called FTD and was told, flowers would be delivered on 2/15/24 as was requested. Flowers were not delivered. I called FTD again on 2/16/24. Was told an upgraded flowers arrangement would be delivered on Saturday 2/17/24. Again, not delivered. Flowers not delivered until 2/19/24. Appeared to be a smaller arrangement than ordered.Business Response
Date: 02/20/2024
We are so sorry to see this. We have refunded the order in full as of today.Customer Answer
Date: 02/21/2024
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:02/17/2024
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 the Classic Love Red Rose ******* with candle and chocolates on 2/12/24 to be delivered for 2/13/24. The flowers were delivered on 2/13./24 but there were no chocolates or candle with the delivery. I called FTD customer service on 2/13/24 and was promised a confirmation email that the missing items would be delivered in 3 - 5 business days. I never received a confirmation. I then submitted a complaint on the FTD site on 2/14/24 with a request to redeliver the missing items and a confirmation that they would be redelivered. I never received a response. I called FTD on 2/16/24 asking for resolution. They only offered a $20 refund. When looking today (2/17/24) at the FTD website, I see there price difference between what they delivered compared to what I ordered is a lot more than $20. Currently the price for the roses only is $85 and the price for the roses, candle and chocolates is $131. The refund should be at least $46 (not including tax). I very frustrated with the fact that the delivery was incorrect, and the lack of response from FTD in helping to resolve this issue, not to mention they are shorting me on the refund. I find this to be a total lack of regard for customer service and almost criminal to short change a customer on their refund.Business Response
Date: 02/19/2024
We are so sorry to see this. We have refunded the additional amount for the chocolates and the candle, as well as, the service fee. Thank youCustomer Answer
Date: 02/21/2024
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:02/16/2024
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 husband ordered me a dozen roses for Valentines Day and they arrived dead, wilted, broken and in a broken jar. I reported it to FTD and they offered to reimburse him $100 for his $300 purchase. This is completely unacceptable as they are completely dead flowers that should never in good conscience be sent out to anybody. They are going straight to the trash. Completely unacceptable that they do not stand by the quality of what is sent out. I would have been ****** about spending $10 let alone $300 on this dead arrangement. BUYER BEWARE. THey do NOT stand by the quality of their products.Business Response
Date: 02/19/2024
The sender was refunded the entire amount of his order which was $100.14 on 2/15/2024. Thank youInitial Complaint
Date:02/15/2024
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 flowers for my girlfriend on 02/04/2024 for delivery on Valentines Day. Flowers were never delivered nor were there any attempts to contact either one of us. Someone was home all day and all evening. Flowers didn't go out for delivery until late afternoon and attempt failed notice came late in the evening. This information was accessible on the FTD website as I was following the delivery on this important date. When I called on 02/15, I was told that the third party they used said no one was home for delivery and that was not true.I ordered 10 days in advance, I provided contact information and correct address and the delivery was not made.This definitely put a damper on the evening and cost me nearly $200. I asked for a refund but still don't think this is sufficient. I paid and provided information necessary for a agreement and FTD failed to meet their end of the sale. Extremely upset and frustrated over something I planned for 10 days in advance.Business Response
Date: 02/19/2024
Good afternoon,
We would love to help but do not have an order under this senders name. Could more details be provided? Thank you
Initial Complaint
Date:02/14/2024
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 on 2/12/2024 to be delivered to the business where my partner works. Flowers were NOT delivered despite the tracking from FTDs website telling they were. Had to call their customer support three times with no resolution. States flowers would be delivered by a certain time after saying they were already delivered? Very confusing, asked for a refund which I received no confirmation via e-mail. This companys customer service is atrocious. Dishonest company, I want my money fully refundedBusiness Response
Date: 02/19/2024
We are so sorry to see this. A full refund was provided on 2/14/2024 when customer stated that the order had not been delivered within the policy guidelines.Customer Answer
Date: 02/19/2024
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:02/14/2024
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 normally order a bouquet of flowers in a vase and a teddy **** for my wife from this company on Valentines day. In the past, it has come nicely arranged, but this year the flowers were all smooshed and wrapped in plastic and in a box. Nothing like previous years and totally unsatisfactory. See photo.Business Response
Date: 02/19/2024
The item the customer chose was shipped ********************** from our growers (please see attached product description from the site) We have refunded the customers account in full.Initial Complaint
Date:02/14/2024
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 flowers to be delivered the day before Valentine's **** On Valentine's **** when the flowers still had not been delivered, I phoned FTD. The agent, whose English was hard to understand, offered me 30% if I would accept the flowers today.I asked if he knew who would deliver the flowers or where the flowers were. He didn't know.I asked how he could guarantee the flowers would be delivered today. He didn't know. I asked, "If you don't know where the flowers are or who's delivering them, what makes you think they'll be delivered today? He didn't know.FTD is a poorly run organization. I suspect "FTD" stands for Failure To Deliver."Never again.Business Response
Date: 02/16/2024
The sender was provided a full refund on 2/14 as the flowers were delivered late via **** Attached is the photo of the deliver that was made on 2/14/2024.
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