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: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.
On February 11th, I ordered flowers from FTD through the **** product link. My order was processed, and I received a confirmation. On February 12th, I received a grammatically incorrect email from FTD stating they could not fulfill my order and requested to substitute a similar item. I replied and received a confirmation. Then, after dinner on the same date, I received a voicemail stating they could not fulfill my order and needed permission to substitute. I returned the voicemail on the morning of February 13th and said a substitution would be acceptable. I then asked the representative to verify everything was alright with my order. He looked up my order number, **************, and indicated everything was good. Then, on the morning of February 14th, Valentine's **** I received an email from FTD stating they had canceled my order because they could not secure a local florist. How can you do business with a florist who cancels an order on Valentine's *** and how do I address the hurt this action caused to my wife?
Business Response
Date: 02/19/2024
We are so sorry to see this. A full refund in the amount of $97.78 has been provided per our guarantee.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:02/13/2024
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 on 2/12/24 and received an email that there was an attempt of delivery however it was 830am before the 9 am delivery to a bussiness. When I called at 930 I was told that the order was placed with another florist and tracking shows it being prepared . After giving my order number to the agent, she had no clue about my order and even tried to say it was a problem with the delivery address which she could even tell me what address . She preceded to place me on hold and came back and stated that the order will be delivered to the funeral home. The problem is that is is not supposed to be delivered to a funeral home. This is disturbing . I am still on hold to speak to a supervisor which is apparent that she is refusing to do .Business Response
Date: 02/16/2024
The bouquet was unable to be delivered to the hospital and a full refund was processed on 2/13/2024.Initial Complaint
Date:02/10/2024
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.
On 2/5/24 I ordered flowers for a funeral service taking place on 2/6/24. Since FTD guarantees same day delivery on their website I figured that I would be okay ordering from them on short notice. I placed my order on their website and since it allows you to specify a time, I put 10 an do that the flyers would get there before the service. The flowers were not delivered before the service or even during the service. Due to the grief it took me a couple days to contact them and inquire about my order. They told me that the order was delivered on 2/6/24. Delivered where? What time? I have no proof the order was delivered. It never arrived in time for the funeral service or even during the service, which means it arrived, if it did arrive, 3 hours after I specified. I paid ****** for that arrangement and it never reached its intended use. After I reached out to the company, that's all they did was that it was delivered on 2/6/24. Nothing else. Spending that amount of money on something I never received and not having the company reach out to discuss some sort of resolution is thievery. I'm disappointed in how they are handling my situation and would like a better outcome, preferably a refund because you advertised same day delivery and allow for a time of delivery and if I paid for that and you didn't deliver according to your advertisement, my money should be reimbursed. FTD order number *************Business Response
Date: 02/12/2024
We are so sorry to see that the spray was delivered late to the service. When the customer contacted us on 2/10/2024 we provided a full refund and emailed her, at the email address provided on the order, confirming the same.Initial Complaint
Date:02/10/2024
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.
Need to be removed from email mailing list. Unsubscribe button doesnt not work for proflowers.Business Response
Date: 02/15/2024
We are so sorry this customer had issues with unsubscribing. We escalated this to our security team which has ensured the email address has been unsubscribed.Customer Answer
Date: 02/15/2024
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:02/02/2024
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 January 29th, I ordered a boutique of flowers to be delivered same day to my wife.My credit card was charged and in a few hours I received a delivery confirmation. I called my wife and she told me that flowers never arrived. I contact proflowers/ftd and they tell me that the delivery could occur the same day up till 5pm. Strange because I already received a delivery confirmation. The flowers were never delivered. The next day I contact them. Proflowers/FTD apologize because they didn't meet they're standards, etc. And said they'll be sending out a replacement boutique same day at no cost. That delivery never happens. I contact then the next day with the same result. I have a week's worth of apologizes and promise that flowers will be delivered that day but nothing ever happens. Finally, I receive a survey asking if I'm enjoying the flowers. I give a negative survey and they tell me that customer service will contact me. That never happens. The whole experience has just been filled with lies...Business Response
Date: 02/07/2024
We are so sorry to see this. We have ensured Mr. ****** order was refunded in full and have sent a complimentary bouquet to his recipientCustomer Answer
Date: 02/12/2024
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. I canceled the credit card transaction and they were going to send a complementary bouquet for my trouble.However, instead of sending it to the delivery address they sent the flowers to me. Defeats the purposes of sending flowers. The bouquet was in bad shape, pedals were heavily damaged/discolored.
Doesn't matter. The flowers were complementary and I'm glad my wife didn't receive the shoddy bouquet.
Sincerely,
*************************Initial Complaint
Date:01/29/2024
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 for delivery on Sunday 1/28/24 before 8:00pm. I received a delivery confirmation, but no delivery had been attempted. I checked cameras. I called and was told the florists **** them delivered even though they had not been. No delivery on date required, no communication about the issue. I called again 1/29 and the florist was messaged. This is highly deceptive. I paid extra for a service that was not delivered upon and its a well known tactic according to 2 representatives.Business Response
Date: 02/05/2024
We are so sorry to see this. We have refunded ************************** in full and have offered a complimentary gift.Initial Complaint
Date:01/28/2024
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.
I have a home based Floral business in *******, **. Called Peeking Duck Flowers. I reached out to FTD and was assigned ************************* as my account manager. She signed me up for a $19.99 retail solutions program That enabled me to have access to containers and flowers. I was told that I was not eligible to receive or send orders through FTD since I was home based. FTD'S policy is to work with brick and mortar florists only. That was fine as I currently am signed up with another company to receive and send orders. I was told that the retail solutions program was not a contract and that I could cancel it at any time. I received my first bill and it was in excess of $200. I called member services and was told they would look into it. I said I wanted to cancel my FTD affiliations because I did not want to be receiving bills that made no sense to me. I have since called FTD member services 4 times and have emailed regarding wanting to discontinue 4 times. My initial reach out was 1/4/24 and I have still not heard back. I am receiving bills and promotions and no one will return my calls. I am essentially being ghosted. I would like resolution to this.They are billing me for a product I did not sign up for and cannot use. They attached me to their mercury progrmam, which is how they send you orders for fulfillment. But, since I am home based and not able to use this program, nor would I want to, why did they add it to my bill? and all of its accompanying charges, such as credit processing. I can't use it , did not knowingly sign up for it and yet they won't acknowledge any phone calls or emails regarding it and I don't know what to do.Business Response
Date: 02/02/2024
Our member services department is working with this member to provide a reversal of the fees and cancel their account.Customer Answer
Date: 02/03/2024
Complaint: 21211298
I am rejecting this response because: I have heard this same response for over a month now. I tried to reach out again by email this week and received, yet again, no reply. I was not a member long, how hard can this be? I have essentially emailed and or called at least once a week and been given that exact same message from phone handlers.I would accept the answer, but I don't believe it.
Sincerely,
*****************************Business Response
Date: 02/06/2024
We have confirmed that FTD has a non-member date of 02/01/24 in our system for this shop. Credits have been approved.Customer Answer
Date: 02/09/2024
Complaint: 21211298
I am rejecting this response because: as of today, 2/9 I looked up my membership status and billing at FTD. I am still a member and still being billed. They have done nothing that I am aware of to address my desire to end membership and be refunded wrongful charges, and have not sent me any correspondence to notify me of my account standing.
Sincerely,
*****************************Business Response
Date: 02/10/2024
Please see attached proof of non- member dateCustomer Answer
Date: 02/19/2024
Complaint: 21211298
I am rejecting this response because: I don't have any proof of credits to my account yet. Until I do, I am not comfortable signing off on this matter. FTD has only just sent a letter confirming my membership is void as of February. I am afraid that they will charge me for ******* and do not trust them at this point. Until I get a settlement of accounts and am satisfied that it is fair and right I will not accept their efforts.
Sincerely,
*****************************Initial Complaint
Date:12/23/2023
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.
Horrible!! DOES NOT DELIVER ON TIME. I placed an order on 18 December 2023 that was supposed to be delivered to *************************** in coordination with FTD. The standing spray was supposed to be delivered to the funeral home at ***************, ** on 22 December. It never arrived, I never received a phone call or anything. I just happened to check the tracker and saw the delivery as still pending. I called FTD immediately and they said there was nothing they can do as the florist cant deliver. I asked them to deliver to the church on 23 December in ************* and they said they could not. All lies as I spoke to the funeral home and they received other flowers from this company. I worked with another local florist who works with FTD in ********** so they lied.They ruined a funeral and if they were unable to deliver a Standing Spray should have been honest and said that before taking the order. Refunds for events like this have little value. Im so hurt and disappointed.Business Response
Date: 01/02/2024
We're so sorry for the customer's experience. A full refund was posted on 12/23/23. We've reached out to the customer to address their concerns.Initial Complaint
Date:12/05/2023
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.
December 3rd I went to ftd.com to order a floral delivery for a birthday on the next day, December 4. First issue was that it said the standard bouquet was not available and I had to order the upgraded bouquet, which seemed odd. I assumed they had bouquets ready for "same day" delivery and that was the reason. The next morning at 6 am I received an email that the flowers were scheduled to be delivered that day, December 4th, as promised. At 8 pm on the 4th I received another email that the bouquet was being prepared. This struck me as odd. First, if it needed to be prepared, why could I not get the standard bouquet? Second, why was it being prepared at 8pm, shouldn't it have been delivered already? I postulated that it was PST and only 5pm there so I thought they were just going to do an evening delivery. It stated it could be delivered as late as 8pm local time 9pm during holidays. So I guessed they were busy and getting a late start. Order was not delivered. I paid extra for the better bouquet, because it said it wasn't available, and paid for same day delivery, and ordered the day before... I would like it delivered and an adjustment to the bill, as I was forced to upgrade for no good reason, and paid for same day delivery which was not delivered.Business Response
Date: 12/12/2023
We are very sorry for the customer's experience. The shipping and service fees were refunded for the order due to the order being delivered a day late.Customer Answer
Date: 12/12/2023
Complaint: 20959569
I am rejecting this response because:While they did refund the service and shipping, they did not explain why the website required that I purchase the more expensive bouquet - which was $15 more expensive that the standard bouquet. It said it was unavailable, which is interesting that they somehow assemble a more complex bouquet, but not a standard one. It seems like I was being gouged for price
Sincerely,
*****************************Business Response
Date: 12/14/2023
Each individual florist sets their minimum pricing so there may be differences in the minimum pricing for each delivery area. We do always have the option for items that are shipped direct from the growers.Customer Answer
Date: 12/14/2023
Complaint: 20959569
I am rejecting this response because:Your response stated that each individual florist sets their own pricing for the bouquet, but I was unable to send the standard bouquet, which was listed - forcing me to select a more expensive option. If there was a method to send the less expensive option, it should have been apparent, or the option should not have been available for selection. If I was able to send the less expensive option (by any method), it should have been made apparent how to send this option. I don't really understand how you can do that ethically.
"Here are 3 options - standard, upgraded, and premium - where the price increases with each one. They are prepared with the same species of flowers, but after they make the standard one, they will add more to the upgraded, and then add more to the premium. But you can't select the standard - because it's unavailable from this florist... and while you could purchase this directly from the grower... we are not going to offer that information."
After all of this, FTD still failed the same-day delivery, and then push the blame off saying that "the florists did this..." "the florists set the pricing..." etc.
I went to FTD to buy flowers.
I was unable to get the most budget conscious version of a bouquet.
They were not delivered in a timely manner.
You have attempted to push all of the blame on "the florists." FTD took my money, FTD is responsible.
If you cannot manage your business in a way that that can provide the services that you advertise in a timely manner... look in the mirror and take responsibility.If you have florists that cannot do the job that you ask them, why do you use them?
If you have florists that will not make your standard bouquet, why do you advertise it?
If there was a way to purchase that bouquet directly from the growers, why was that not apparent or offered?I am unhappy with the service that FTD provided. It was misleading, and they were not transparent with the options available. They did not live up to the reputation... which they assume they have... for operating for a long time. Reputations need to be maintained, and when your business model moves away from the customer's needs and expectations -- reputations become tarnished.
This is why I reject your response - Your reputation is tarnished and you have not performed sufficiently since your failure. You did not simply take responsibility for this - and instead gave excuses that this wasn't your fault... and gave me back a token service fee after gouging for the bouquet itself and not offering that it could have been purchased from the grower.
I have not been appeased.Sincerely,
*****************************Initial Complaint
Date:12/01/2023
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 family members birthday expecting it to be delivered the day ordered as stated on their website. After ordering, I received an email stating that the order could not be delivered for two additional days and they offered a $10.00 discount for the delay. The delivery was finally made and the flowers were nowhere near what the arrangement I ordered looked like online. In fact, I was stunned to see how cheap they were. I have sent three emails and also left a voicemail to no avail after waiting on hold for a very long time. I am quite disappointed and will not ever order from them again. I would like a full refund from FTD. Had I read the reviews posted here before ordering, I would never have used their service!Business Response
Date: 12/05/2023
We are very sorry for the customer's experience. A full refund has been posted for their order per our satisfaction guarantee.Customer Answer
Date: 12/05/2023
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,
***********************
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