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:03/14/2023
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 3/5/2023, I placed an order for delivery on 3/6/2023. Practically every year for the last 10 years I have used FTD service. Whichever florist the company used decided not to deliver the flowers as scheduled. I called the next morning and registered a complaint with their 800 number. I was assured I would receive an upgrade due to the inconvenience, and the flowers would be delivered before the end of business. Those flowers were also not delivered. Therefore, I canceled any further orders, although sending the flowers to my relatives home was suggested. I am very disappointed, because this is a special occasion she finds joy in every year. FTD would not disclose the issue that prevented a local florist from delivering flowers two days in a row. I am never using FTD service again, because I cannot redeem myself from the level of embarrassment I faced when I had to tell my relative the flowers were not there, and they were not coming. I inconvenienced her for two straight days, since she waited an hour past closing time, in the hopes those flowers would arrive. I received no updates or emails. This is unacceptable and a very poor business practice especially when FTD would not disclose what the problem was. Knowing why would at least give me some sense of understanding and make me reconsider using them again. I complained via phone and email, and I received a cheery response sorry you did not receive your order. It doesnt appear they even read my situation. I eventually received a refund, but cannot repair the damage the experience has caused.
Business Response
Date: 03/21/2023
We are very sorry for the customer's experience. We have been in contact with the customer and have reached their desired resolution.Customer Answer
Date: 03/21/2023
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:02/28/2023
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.
I ordered flowers for delivery on 2/27/2023 for birthday. The flowers have never been delivered and customer service is unwilling or unable to attempt to resolve. I keep being told to wait and give them time. The occasion is passed and ruined at this point.Business Response
Date: 03/02/2023
We are very sorry for the customer's experience. We have contacted the customer and reached their desired resolution.Initial Complaint
Date:02/27/2023
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 Friday February 24th I ordered a flower arrangement for a family member's birthday. I paid quite a bit of extra money to have it delivered the next day, Saturday February 25th, but they never arrived! Order # ************* Apparently, they were unable to deliver my order and required permission to substitute my order for another arrangement ( even though I received an email confirmation for the order to be delivered the next day). This request to substitute came in the form of a spam email which I never saw until Sunday February 26! I should have been notified via phone that my order and next day/Saturday delivery was not going to be delivered. You charged my credit card in full for the arrangement and next day delivery but it never arrived. On Sunday February 26th, I spoke to a representative from the flower shop who said they would not be able to send anything out until Monday February 27th. The next day instead of receiving a refund for the next day/Saturday delivery, I got an additional charge! I expect a full refund for the extra money I paid for next day/Saturday delivery as well as a refund for the additional charge that is clearly your responsibility, not mine.Business Response
Date: 03/02/2023
We are sorry this happened. The requested funds have been refunded to the customer.Customer Answer
Date: 03/03/2023
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:02/24/2023
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.
Ordered from FTD on February 18th 2023 to be delivered on 2/24/23, got email on February 21, 2023 that arrangement would not arrive until 2/25/23. At 7pm 2/24/23 received email saying they want to substitute. I emailed and called saying just get something to funeral home by 11am 2/25/23. ***************** reply "nothing is available in your area, will refund your money " This is terrible service and now no arrangement for funeral and to late to get someplace else. People need to know .Business Response
Date: 02/28/2023
We are so sorry to see this. We were unable to complete delivery due to a carrier delay. A full refund has been posted for this order.Initial Complaint
Date:02/19/2023
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 FTDs beautiful spirit bouquet for my mothers birthday on 02/15/2023 in the amount of $117.58. The flowers were to be delivered on 02/17/2023 which is her birthday. I contacted FTDs customer service **** to inform them the ********************** had not been delivered by 9pm on the delivery day. FTD apologized and stated they would have their florist upgrade the bouquet and they were very sorry. They said the florist attempted to deliver the flowers at 8:00pm and no one was home. That was a bold faced lie. Everyone that resides in my mothers residence was ********** has a RING doorbell camera that alerts my family members that someone is at the door. They also have another outdoor camera mounted on their house. No one attempted to deliver anything. No flowers were delivered the following day 02/18/2023 either. Again FTD apologized and said the florist claimed they attempted the delivery at 5:18 pm. Once again a house full of people were home & no one was shown in the camera, I contacted FTDs **************** again and wanted a refund. They stated a full refund would be issued. I have no confidence it will happen. I also wanted the florists name so I may personally contact them. I was told it was Flowers by ****** in ****** **. I attempted to leave a *************** surprised to find a voice mailbox that was full. This evening 02/19/2023 at 7:**** I received a call from my mother saying a bouquet had been delivered and wait till I see the pictures of want was sent. It was absolutely unacceptable! This arrangement looked nothing like what I ordered. Their were dead and wilted flowers throughout, not to mention the delivery card said they delivered them on 02/18/2023 which was a complete lie. I am requesting a full refund. Today I contacted a local florist with fantastic reviews and purchased ***************. This company is completely incompetent. The 1st image is the arrangement I ordered. The last two are what she received. They should be embarrassed and ashamed.Business Response
Date: 02/23/2023
We are very sorry the customer was not happy with what they received. Per our no hassle policy, a full refund was posted for this order on 2/18/23.Initial Complaint
Date:02/17/2023
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.
Husband ordered flowers from ProFlowers to be delivered, 1 of the bouquets was incorrect and one was never received. Upon contacting ProFlowers he was laughed at for asking for a refund , and they refused to give him a direct phone extension to contact the representative back. These flowers were ordered a week in ************ spent about $400. The representative also told us the missing bouquet was missing because they did not in fact have the product.Business Response
Date: 02/27/2023
We are very sorry for the customer's experience. A full refund has been posted for their order.Initial Complaint
Date:02/17/2023
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.
Hello my order number was ************** for deliver on 02/14/2023 (MM/DD/YYYY). I received an email the morning after placing the order to provide a gate code. I called their customer service number listed on the ************************* site ************** and spoke to several people who refused to address my concern about adding the gate code to the order and they all sounded incoherent, couldn't understand what I was saying, and were blatantly ignoring the issue. The first lady I spoke to even requested my full **** card number, which I refused and she kept just requesting it. I then was xferred to a supervisor and they were also incoherent so I hung up and tried to reach another supervisor. I eventually reached a supervisor and had the gate code added, but it is concerning that my **** card number was requested along with the terrible service that was provided. I've purchased flowers from other sources and, while I certainly had minor issues, I've never had multiple incoherent/drunk people answer the phone (even a supervisor!) and NEVER had a business request my full **** card number just to add a note to an order.Business Response
Date: 02/27/2023
We are very sorry for the customer's experience. A full refund has been posted for this order. We have also reached out to the customer to address their concerns.Initial Complaint
Date:02/15/2023
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.
On 02/12/2023, I placed an order for a bouquet of Roses for Delivery on Valentines Day, 02/14/2023. I was charged 85 dollars and have not received roses on Valentines Day. If there was guaranteed delivery, then I would have received the arrangement of roses. Instead I have nothing but a dent in my bank account. On top of it all, I called the customer service and they claim my order number doesn't exist!!! I gave a SubOrder ID and it miraculously exists. I have never dealt with such a poor business ethics company in all my life. I am extremely dissatisfied, disappointed, and feel extremely disrespected by this business that STOLE my money. SubOrder ID is **************** for recipient, *********, my fiance.Business Response
Date: 02/21/2023
We are very sorry for the customer's experience. A full refund has been posted for this order as of 2/20/23. Confirmation has been sent to the customer.Initial Complaint
Date:02/15/2023
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.
Flowers were ordered 2 weeks in advance of 2/14(Valentine's day.) Due to the date of the order being a holiday additional charges were applied for delivery. The flowers were not delivered on this date with no communication that there would be any sort of delay. In addition the flowers have still not arrived today. I contacted customer support via email requesting a call back which was not provided. I then contacted the customer service phone line and asked that I be connected to a manager to discuss my concerns and a possible resolution to which I was told that the managers' line was busy and there was no other means of contacting anyone to address my concerns. Cost of the delivery was $24.99 and there was an upcharge of the flowers to $90 due to the holiday. As a result I am seeking full reimbursement of the delivery costs and 10% off the cost of the flowers. My desired resolution is to have the flowers delivered and receive a refund totalling $33.99.Business Response
Date: 02/22/2023
We are very sorry for the customer's experience. A full refund has been posted for this order.Initial Complaint
Date:02/14/2023
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.
Order number: *********** Delivery confirmation: *********************************************************************************************************************************************************************************************************************************************************************************************** I ordered this chocolate covered strawberries for my Valentine's *** gift and spent $151.26, including a $46 delivery fee for the gift (order details in the attachment). The order came in broken with just an *** delivery without any phone calls or other forms of communication (picture of broken pieces also attached). The product and delivery are so far from what the company describes and shows on their website, to a level of scam, especially when they market themselves as gift delivery company for important occasions. I would like to get a full refund for my purchase.Business Response
Date: 02/20/2023
We are very sorry for what the customer received. A full refund was posted on 2/15 for this order.Customer Answer
Date: 02/21/2023
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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