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:11/30/2023
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.
The first photo is what I paid for. The second photo is what was delivered in **********, **********. Clearly there are much fewer blue delphiniums and fewer roses. They supplemented with cheaper flowers such as chrysanthemums and more greens.
Business Response
Date: 12/05/2023
We are very sorry for what the customer received. A discount has been applied to the order and confirmation sent to the customer.Customer Answer
Date: 12/06/2023
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,
***************************Initial Complaint
Date:10/26/2023
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.
On 10/25/2023 I placed Order number5046143680709 to be delivered to a lady at her place of employment on 10/26/2023. The order was to be delivered to ********* ** FTD advertises fresh flowers from local florists. Instead of using a local florist. They apparently ordered from a florist elsewhere and the order was given to *** in *************, ** for delivery. The order was not delivered on 10/26/2023. I contacted FTD early in the morning of 10/26, as soon as I received delivery information and informed them of the problem. Consequently the lady didnt receive the gift I ordered for her and FTD has done nothing to rectify the situation. There are local florists they could have used to fill the order. Since they didnt correct the situation I dont know anything they can do to make it right. There is a disappointed lady and I am a mad customer.Business Response
Date: 10/30/2023
We are very sorry for the customer's experience. A full refund has been posted for their order.Customer Answer
Date: 11/01/2023
Complaint: 20787060
I am rejecting this response because:
Yes they did do a refund but that doesnt suffice for the way the order was handled. They advertise fresh flowers from a local florist. Instead they ordered flowers from a florist over 100 miles away from the delivery point and then had them shipped by *** who apparently lost the shipment. The flowers were a birthday gift . They arrived the day after her birthday and when they arrived were already dying due to lack of water.
Sincerely,
*********************Business Response
Date: 11/03/2023
We have reached out to the customer to discuss the situation. An offer for a complimentary arrangement has been made to the customer. But, as of yet, they have decided to not have one sent.Customer Answer
Date: 11/06/2023
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,
*********************Initial Complaint
Date:10/23/2023
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.
I ordered an arrangement of flowers and a bear and a box of chocolates -- the delivery was made and on bear or chocolates so on 10.11.2023 a refund was to be processed for $35.95 which i was told was processed and than a few days later all the flowers were dead and being very frustrated and disappointed I called back and on 10.16.2023 they refunded me the balance of the order which was $97.34 and that would have successfully completed a full refund except however my bank has never received the refund amount of $35.95 and I have called many times to the customer service number and all I keep getting told is that the money was refunded and there is nothing else they can do as that is what they see in their system. My bank has not received the refund hence my contacting you to assist in remedying this issue.Business Response
Date: 11/03/2023
The order has been refunded in full via the customer's original payment method. The $35.95 was voided as it was refunded on the same day of purchase. We've reached out to the customer to confirm these details.Initial Complaint
Date:10/13/2023
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.
I ordered flowers from FTD for my fathers funeral over a week before the service. I called FTD before and after submitting the order to ensure they were able to deliver my order timely. I also asked them to notify me if they were unable to process the order in case I needed to make other arrangements. The flowers were never delivered nor was I notified that they were uncertain if it was going to be delivered. When I called customer service the evening prior to the service (the requested delivery date), they were unable to confirm a delivery date or time. During this already stressful time, my family and I had to find a ******************* for my fathers service. *** tried contacting them but have yet to hear back.Business Response
Date: 10/25/2023
Good afternoon we have worked through a resolution with ******************. She has been refunded in full for all orders and complimentary orders will be placed in the coming months.Initial Complaint
Date:09/25/2023
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.
FTD offers/used to offer a program/subscription called the GOLD MEMBERSHIP. With this membership you got free standard delivery on all floral orders and discounts too. Per the membership CONTRACT, you pay a one time fee and the membership lasts/covers you FOR AN ENTIRE YEAR.I had been apart of this program CONTINUOUSLY for years. There has been one break in coverage with the membership and that was a few years ago, due to the company not making the membership automatically renewable and hard to find. But I digress.May 06, 2022 I renewed my membership as Ive done for years now. Id like to note that I had been having continuously bad orders delivered, but I still continued to be apart of their program and support the company. Despite the constant ongoing issues. I have to say that their polite(at the time) customer service played a big role in this continued loyalty.Fast forward to August 11, 2022. Only 2/3 months after I renewed my GOLD membership. I got an email on August 11th stating that the GOLD membership program had got a complete overhaul and a new program which was essentially the same thing had begun. The difference in the programs was the membership now had 2 tiers. One that was free and earned you points and a birthday gift. This tier is now called FTD PLUS. The premium tier which had the same exact benefits of the GOLD membership is now called FTD PLUS INSIDER.In the email in big bold letters it states that this years(2022) membership with the new program would be free and covered by FTD. Its then explained fully under that I (amongst others) was being put on the FTD PLUS INSIDER tier for free and it would be free for an entire year.Me knowing I just renewed my GOLD membership for the same price only two months prior knew and figured my payment went towards the new program. So essentially I wasnt covered for anything, it was already paid for. Nothing was free. (Explanation continued in desired resolution box/area)Business Response
Date: 09/28/2023
Our Gold Membership program was phased out and replaced with our FTD Plus Insiders on 8/5/22. All current Gold members at the time were switched over to the FTD Plus Insiders program for that year at no additional cost. The customer received approximately 3 additional months free of charge.
On the bottom of the email received on 8/11/22, there is a link to the terms and conditions. They state the term of this membership and nothing is stated about an additional year being provided. It is clearly stated it is from the date of activation, which is 8/5/22. Upon logging into your FTD Plus Insiders account on the ********************** website, it will state your membership status and the expiration date.
The points did not disappear due to the membership change. There are no points in the customer's account as all orders since at least May of 2021 have been refunded in full due to complaints received by the customer.Customer Answer
Date: 09/28/2023
Complaint: 20650793
I am rejecting this response because:What you are stating is incorrect.
You didnt give me anything for free when I had already paid for a full year for the gold membership.
You didnt give me 3 free months nor did you give me a free year. If that was the case then you shouldve refunded me for the gold membership.
Instead you literally scammed me for a year membership saying that it was only valid for 2 months instead of the 12 I paid for.How about you guys read the *** on that instead of trying to push *** links on me when you didnt even read or access them yourselves. Legally Im owed a refund.
The *** attached at the bottom of that email is for buying from and having an account with **********************. The same basic and generic *** you get with any other company when you use their services, products or website.Its clear that whomever is responding didnt fully read anything, nor did you look at any of the screenshots or anything of that matter.
You guys literally stole my money (and thousands of other customers money) and refuse to give it back or compensate for what you promised.
Its illegal, and if you guys continue to go back and forth with me instead of just resolving the issue Im reporting this to the FTC.
I have screenshots of your employees literally admitting to scamming and fraud. You scammed people into renewing their GOLD membership from September 2021- July 2022 knowing that GOLD was phasing out. What was done is textbook illegal, especially since you didnt notate on the webpage for GOLD that things were going away, giving the customer a choice on whether or not they want to spend their money. You also didnt warn or give a heads up to current renewal customers either.You guys did NOTHING by law or TEXT BOOK FTC LAW.
Not to mention the obvious of everything else that sent and you guys ignored shows you owe me and millions of others.
You guys can either settle this like a professional company with a LOYAL customer or Im escalating matters even higher.
Whomever this is, you reply to me with no proof of everything youre saying when I have proof of EVERYTHING Ive said.
All Im asking for is for you to give me the year free promised to me.
The screenshot attached will show ONCE AGAIN that you guys are literally lying about the ***/Terms and conditions.
Theres terms and conditions, but those terms and conditions are for the new program and overall account with **********************. The new program Terms and conditions/*** is also the GENERIC version that any website has for a membership program or subscription service.
NOT for the free year. OR the switch from GOLD to the new program. Theres no *** or small print for any of this.
The screenshot originally sent to you guys say youre going to give me a free year. I paid for this last year with my GOLD membership that wasnt fulfilled OR refunded.
I know what Im talking about and you guys have done nothing but run me around in circles for almost 2 weeks now.
You guys are just flat out lying at this point. Please, try again. Everything Ive stated has been true and you guys have literally nothing to back up what youre sayingbecause theres nothing to back up what youre saying. Its all a lie and has proven to be that.
Better yet please have me forwarded to upper management where someone who cares can help me. Someone who also has just a little respect for me and can sign their name at the bottom of their response.
I paid for ONE YEAR of the membership whether it was GOLD or PLUS INSIDER.Theyre literally the same thing! You either owe me a refund or the promised free year, but what you are doing right now is mind blowing and belittling.Also I had tons of points on my account before you guys reverted it back EARLY. Should I submit a screenshot of that too?
Oh and yes I had multiple orders refunded over that past countless times I ordered because my orders arrived DEAD, DAMAGED or WILTED. This was continuously.
Also, I asked to speak with upper management continuously now and I want the BBB and every consumer to know reading this that they have yet to let me speak to anyone in upper management. They also sent this generic obviously non researched response to me first hoping it shut me up and close out this case.
If they had actually read the complaint, researched it and did their job, it wouldnt have warranted this response.Im rejecting your response. Youve done nothing to resolve anything and literally regurgitated and copy and pasted the generic non researched response thats been sent to me.
The difference this time though, is there will be a permanent **** on your account and score with the BBB thats shows that youre lying. Being difficult and refusing to help me.
Next response needs to be through BBB, I no longer trust you guys to do anything by the book or fairly. Especially after you sent this same response earlier under the guise that you were just responding to my previous emails. Not once did you mention in your response that it was coming from the BBB complaint.
Thats manipulation. You hoped that I would respond and take your generic response and go away. Not going to happen.I told you above what I want the resolution to be.
I look forward to hearing from someone from upper management as soon as possible.
Sincerely,
*************************Business Response
Date: 10/04/2023
Per the customer's intial complaint and email correspondence, we are unable to reach them via telephone to discuss this matter. The customer joined Gold Membership in May of 2022 and it was set to expire in May of 2023. When it was converted to FTD Plus Insiders, the customer was able to accrue points as well as get free shipping and service fees that we extended through of August 2023. Her intial program would have ended in May of 2023 and the additional months were not charged to the customer. Points were not applied to their account as they were refunded on every order placed.Customer Answer
Date: 10/04/2023
Complaint: 20650793
I am rejecting this response because:Per your response you literally just admitted to me paying for my FTD INSIDER PLUS membership with my payment from my GOLD membership.
Which also confirms that I did NOT receive the promised year for free. Like I stated before, nothing has been or was free.
You guys owe me a free year of membership, per your explanation. Which is what Ive been saying from the beginning.
Also per the fine print of the start date of the FTD INSIDER PLUS, my subscription start date was August because thats when the program officially launched. Per your response and multiple others the GOLD membership dates did not apply.
Neither did my payment until you just admitted that it did.
I order from you guys 3 times a year, with a total of 4 arrangements per year.
For the past year to 1.5 years I have received nothing but poor orders. Ive provided photo proof of the orders being poor. Including wilted, dead and broken arrangements. Ive also received arrangements that werent anything close to what *** ordered.
So when this has happened, instead pf taking the risk of redelivery(which has come wrong in the past), I ask for a free refund.
And PER YOUR GUARANTEE POLICY that is whats promised.
So this note you keep adding about me getting a refund with every order is false. You should maybe provide context before making such bold claims.
But that would mean if context was truthfully told the it would make the company look bad and of course youd never admit to that. You guys would never admit to doing anything wrong.
Should I attach photos of my previous orders as proof of the continuous bad orders Ive received?
Once again everything you guys claim has no context and you have nothing to back up anything youre saying. You guys dont keep your promises either. Even though its legally written in black and white in your website.
Also if you want to try and twist the subscription dates up and claim you gave me 3 months free. 3 months is not 12 months and according to you guys per your current response my GOLD payment DID apply the new program.
No matter how you try to spin it whether my payment was applied or not 3 months is STILL NOT A FREE YEAR.As for contacting me per phone. As stated before my phone is broken and it makes it hard to hear.
If you want proof of that, you can pull the call from today that I was forced to make because the flower order I placed for my MOTHERS BIRTHDAY was cancelled and NO ONE contacted me.
At first I was lied to and told I wasnt contacted because you guys didnt have my contact info, which wasnt true especially since I placed my order through my account that Ive had for years. Then I was lied to and told my order was cancelled because you didnt receive authorization from my bank. Yet my card has a soft charge on it?
But after at first being transferred to someone impersonating a supervisor, I was transferred to a manager, I believe her name was ******** and she rudely told me at the end of the call that shed notate the order.
Imagine My surprise after being put on hold for almost 30 minutes for her to come back and tell me I was BLACKLISTED from placing orders because Ive had too many refunds.
I asked her who authorized this or put this into place and she told me why does it matter why would you want to order from a company youve had bad orders from anyways? Were doing you a favor.
A favor? How condescending.
She told me that from now on any order I place will be rejected and cancelled.
I find it really suspicious that this all of sudden is a thing AFTER I reported this situation to the BBB. Not only that but this is illegal to do.
Especially when its part of your policy and promise if things are wrong with your order. But as we all know you guys arent known for keeping your promises.
HENCE why were here in the first place.
So you guys decided to not only scam me for a membership and take my money, but now youre retaliating me reporting you by blacklisting me from placing orders and not saying anything. Also in the process you ruined my mothers birthday and birthday gift. Those flowers is something she looks forward to and you guys decide to ruin it because you been called out about illegal practices and scamming customers.I truly do hope this is posted to the BBB website. The way this situation keeps progressing is mind blowing and feels like something out of a book/movie.
Im going to continue to reject your response until you offer an acceptable solution. Youve done nothing but talk in circles and once again admit to scamming not only me but anyone else who renewed a GOLD membership last year.
So not only did you guys steal my money and continue to run me around and speak in circles, youve ruined my mothers birthday.
But hey, you got your proof that my phone is broken. But knowing this if you feel you must absolutely call me, just know you been warned. Its proven on a recorded call AND I trust literally nothing you guys say.
Id also like to note that after my call with that manager I attempted to call headquarters. The main office.
I wanted to get the contact information to the *** and executive office to report this to them too.
I got connected to an operator who proceeded to wash her dishes for 10 minutes and then pretend that I was on hold when I could hear everything g she was doing the entire time. When I asked for the contact info I wanted/needed she proceeded to put me on hold for another 10 mins and then disconnect the call.
So yea, sure phone contact would change everything
As I stated above I will continue to reject your responses until you actually provide a solution instead of just talking in circles. Ill also be reporting everything thats happened adding to the case as things continue to progress.
Sincerely,
*************************Initial Complaint
Date:09/22/2023
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.
My organization is receiving unsolicited marketing emails and no way to unsubscribe to such emails.Business Response
Date: 09/28/2023
We are very sorry for this experience. The consumer's email has been removed from all email subscriptions and they will no longer receive marketing emails from **.Customer Answer
Date: 09/29/2023
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,
*****************************Initial Complaint
Date:08/02/2023
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 on July 29th for a July 31st delivery, the flowers I ordered were for an anniversary and was suppose to have roses in the arrangement and be in contemporary square vase, on the day the flowers were to be delivered an email indicating they could not deliver the order until the next day. They offered me a 10 dollar discount. I would have cancelled but it was too late for another florist to fulfill the order and delivery this day.When the recipient received the flowers they took a photo and to my surprise looked nothing like the flowers I ordered. Not one rose and the s bunch of cheap flowers and not a square vase. Embarrassing to me that the flowers I sent a friend for their Anniversary were horrible.Business Response
Date: 08/07/2023
We are very sorry for the customer's experience.The customer was refunded in full on 8/2/23.Customer Answer
Date: 08/08/2023
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,
***********************************Initial Complaint
Date:05/28/2023
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.
FTD sold us a membership to become part of their network. No adequate training was provided as promised. They sent us many of their flower vases for Mothers Day but never gave us the proper training to be able to receive and accept orders. I typed calling ******* from technology sales and *****************. Left several messages and sent emails. No one ever called back.Business Response
Date: 06/06/2023
Our member division has spoken with the owner and addressed their concerns.Initial Complaint
Date:05/25/2023
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.
RE: Order number ************* Vendor accepted a Mother's Day flower order. Vendor sent an order confirmation, at which point I stopped checking my e-mail for their correspondence.I came to find out a week later they had cancelled the order because they could not fill it. The delivery was set for Saturday OR Sunday, but they could not fill an order placed a week in advance.They have many things on their site that are unavailable based on the zip code and delivery date. They do not have a mechanism to select arrangements that are unavailable. The reality is, even if they say it is available, they do not know that, and will tell you about it using the least-timely method as possible - e-mail. No text message. No phone call. E-mail with the title:Update: Your Proflowers Order Nothing that indicated I needed to take immediate action, nothing about cancellation.In their infinite wisdom, they felt that was the most appropriate method to tell people of this.This is to inform other people about who Proflowers really is. This is not an attempt to get something from them, I would not even accept anything from them for free because I have no confidence in their ability to fill an order. When I called to speak to someone about this, I was hung up on twice before reaching an adult. Their call center is incapable of handling a client complaint, even if the client has a decade of business with them as is the case here.Here is your free advice Proflowers - when you contact someone about an order you've confirmed but is now cancelling - you need to tell them via text or phone call. You still would have lost my business anyway, but I would not have filed this complaint. Proflowers.com has a 1 out of 5 rating here for a reason, it is well-deserved. I was their client for a decade. Don't waste your time, they are nothing but a marketing company.Business Response
Date: 06/02/2023
We are very sorry for the customer's experience. A full refund has been posted for the order. We have reached out to the customer to verify.Initial Complaint
Date:05/19/2023
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.
ordered flowers for mothers day on 5/11/2023 order number ************** under my fianc name ***********************. I was appalled when they arrived on 5/12/2023. They were not even close to what i paid for it was a cheap small arrangement with zero roses. I will attach pictures. I called and they apologized and said that the one i wanted is out of stock but they will redeliver *************** that i said would be acceptable. That order number is ***********. which was supposed to be delivered on 5/15/2023. I got an email saying it was delivered when it was not. I called customer service and they told me the florist wont deliver them with no reason as to why. He assured me that they would be delivered on 5/16/2023. Which was also a lie. I sent numerous emails to be contacted and keep getting no answers from their customer service. At this point i would like a full refund.Business Response
Date: 05/26/2023
We are very sorry for the customer's experience. A full refund has been posted for their order.Customer Answer
Date: 05/30/2023
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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