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:02/09/2023
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 2/7/23 I placed an order for a floral arrangement and chocolates to be delivered on 2/8/23. The chocolate treats arrived but the flowers never have. I called and was told they would process a refund for $108.37 for the flowers. Total price was $182.92. I asked when I would receive email confirmation of my refund and was told my bank would send to me. I reminded them that since THEY were the ones I did business with that I needed proof and confirmation from FTD. She repeated that it was sent to the bank. I told her I needed confirmation and proof they would refund me and she repeated the refund was sent to my bank. I asked to speak to a supervisor and she refused saying the supervisor would tell me the same thing. She then asked if I would like redelivery on first available date which I did not want as it is after the fact and it appeared ridiculous to get 1/2 the order yesterday and the other half at an unknown date. I told her several times I just wanted proof that my refund had been processed but still have not received. I informed her that these were bad business practices and that I would be filing a complaint with BBB.
Business Response
Date: 02/12/2023
We are very sorry for the customer's experience. Per our no hassle policy, a refund has been posted for the order in question.Customer Answer
Date: 02/13/2023
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:02/09/2023
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 purchased birthday flowers for my sick mom on February 7, 2023. I also purchased an FTD pro year membership (in addition to the flower fee). The flowers were never delivered on 2/8/23 as promised. I called on 2/8/23 to the customer service number at ****** to ask why the status was that of being processed when it was so close to the 8:00pm delivery deadline? I was told with no explanation or research into the matter to wait until 9pm.I waited until 9:40pm to call again and ask why the status was still in processing status and was told (by a supervisor) the matter is being investigated and I will have a special agent call me at some point the next day to discuss. At that point in the ridiculous situation, I simply requested a full refund and was told I would have to wait until that same special agent investigated the delivery delay and then a refund might be issued. The flowers were delivered the next day AFTER I requested them to be cancelled and a refund with a supposed supervisor. Unbelievable!Business Response
Date: 02/15/2023
We are very sorry for the customer's experience. Per our no hassle policy, the customer's order has been refunded in full.Initial Complaint
Date:02/06/2023
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 have contacted FTD reference Order #FAD802368 on 30Jan23 once, and 6Feb23, three times. Each time I have been disconnected during the conversation with the representative. The most recent representative explained they could not handle the order once found, placed me on hold then hung up. I placed the order on 12Jan23 for flowers and have been attempting to correct the order since then.Business Response
Date: 02/13/2023
We are very sorry for the customer's experience. We have been in contact with them and reached their desired resolution.Initial Complaint
Date:01/17/2023
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 a beautiful Peace **** for a funeral. The plant shown when I placed my order was beautiful with white lilies. I got to the funeral and the plant with my family's name attached was not anything like the picture. It had no lilies and the leaves even looked different. I would not have paid what I did for the plant that was sent. I emailed the company 10 days ago and haven't gotten a response. I have pictures of my email confirmation with a picture of what I ordered and a picture of the plant that was sent.Business Response
Date: 01/19/2023
We are very sorry the customer was not happy. A full refund has been posted for this order.Customer Answer
Date: 01/20/2023
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,
April FieldsInitial Complaint
Date:01/09/2023
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.
**************************************************************** January 9, 2023 **** FTD.com ,FTD, LLC *************************************************************************** Re:Undelivered flowers for brothers funeral January 7, 2023, **** Just finding out flowers ordered for brothers funeral last Saturday at noon were NEVER DELIVERED. My phone number, ************, included in ordering details as well as funeral coordinators number ************ ***************************************. He also son of ******. NIETHER of us were called until I got this call today. I called him to update him on this fiasco. You sent emails to me updating me on supposed progress in order. NOT TRUE!Told customer service they had until **** today to correct this problem. Else, I would be complaining all over the place.Unable to attend in person due to physical handicap and depended on flowers to place hold for me at funeral. That did not happen. No one at funeral was aware of my attempt.Purposely spoke to a live person to order flowers and stress details of funeral date, time, and address potential problems in advance. Did not work out any way. Very distressed and disappointed. FTD FlowersBusiness Response
Date: 01/13/2023
We are very sorry for the customer's experience. Per our no hassle policy, a full refund has been posted for this order.Initial Complaint
Date:12/24/2022
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 to my parents house in ******** on December 15 to be delivered on December 13th. I called at 5 pm December 13th, the expected day of delivery and they assured me it would be delivered by 9 pm and to be patient....these flowers were for my 85 year old parents so that they could have them to celebrate Christmas with as the red of our family is there at this moment for Christmas Eve dinner. We live in CA and not able to attend ... well the flowers were never delivered. We have flowers sent every year with the same purpose and never have has an issue with other flower companies such as 1-800-flowers your company FTD Flowers has ruined our special annual Christmas Eve event... the order number is ************* no one should ever waist their money on your services, we paid ****** for nothing but disappointment.Business Response
Date: 12/30/2022
We are so sorry to see this. We have contacted the customer and reached their desired resolution.Initial Complaint
Date:12/21/2022
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 was not delivered at all. Impossible to reach someone. Called 2 times and was told they would follow up. Emailed and the response stated it was delivered. Purchase on flowers exceeded ****** Order number ************* I am calling my credit card company today to try and dispute Just awful . 80 year old birthday present. Checked all day and delivery was not made.Please helpBusiness Response
Date: 12/26/2022
We are very sorry for the customer's experience. Per our no hassle policy, the order has been refunded in full.Customer Answer
Date: 12/27/2022
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:12/16/2022
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 place on 12/9/2022 for a plant delivery on 12/15/2022. I paid the business $61.99 The business was to deliver a Cinnamon Sparkle Poinsettia (Pink) to my mother's residence in honor of my aunt's 2 year passing. This dispute is that 1st the company sent me an email saying they were substituting my order for a Florist Designed bouquet of similar color. There was also some verbiage in the email stating they could substitute if the flower of my choice was unavailable. On 12/15/22 I called the ***** number the day it was to be delivered because the tracking still showed order received. The customer service rep told me the order would be delivered by 8pm, but the courier hadn't picked it up. She also told me that the bouquet was going to be red, green, and pink. The order was not delivered. I called back today 12/16/22 and the *** just said they would deliver it. I told them that I didn't need the plant now as the sentimental date had passed. She didn't apologize or offer a refund at all until I said I absolutely need a refund. This company is a scam. I ordered from proflowers.com which is owned by FTD. The emails all came from FTD. I think they need to deliver a similar bouquet AND refund my money. If I would have known they were not going to deliver the plant, then i would have ordered from one of the local flower shops in the state where my mother lives. I didn't because the customer service rep assured me they would be delivered that day. My mom has a hard time with her sister's passing (we all do) and this was a gesture to let her know she was loved and not alone. I am so disappointed and disgusted with the way this company handled the situation.Order number is *************Business Response
Date: 12/21/2022
We are very sorry for the customer's experience. We have reached out to them and resolved this to their desired resolution.Customer Answer
Date: 12/22/2022
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:12/14/2022
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 flowers for my anniversary on dec 12 2022 I waited all day for my surprise that never came then he gets a email saying they had been delivered at 2:45 and they were never delivered ! We emailed them several times and got no response ! So I called them got a guy who ****** speaks English that told me Id be refunded in 3-5 buisness days and my husband would get a email confirmation of that .. 2 days later we get another email exactly like the first one that says thank you for your order no refund confirmation! So I call them back and get a lady who again ****** speaks English that tells me its in the computer for my refund and she would send another email which I never received once again! And still havent seen my refund! Do not order from this company! They will ruin your special even then feed you lies while taking a good amount of money from you for flowers that you wont ever get!Business Response
Date: 12/19/2022
We're very sorry for the customer's experience. A full refund was posted on 12/13/22. The customer has been notified.Initial Complaint
Date:11/29/2022
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 through the ProFlowers website for delivery on November 22, 2022. I received a confirmation email on November 21 stating the flowers were being prepared. On November 22 at 5:05pm, I received an email from ProFlowers stating the flowers were delivered. Once I received the email, I called the recipient of the flowers to confirm they were delivered. They were not delivered.Problem One--Company flat out LIED. I have a confirmation of delivery and the flowers were 100% NOT delivered.I called the company immediately to discuss the issue. I was told to hold the line while they researched what happened. They said the delivery person could not find the address and contacted the recipient for an address so it can be delivered.Problem Two--Company flat out LIED AGAIN. I called the recipient and he said he was NOT contacted by anyone about an address to deliver to his house.The company then told me that they will make it right. They said they will deliver it tomorrow morning with "extra stems" and make it beautiful. I confirmed that they had the correct number for the recipient (which they did).The recipient called me on November 23 and told me that the company called to get directions to the house and he provided the exact directions. He was told the delivery would be in the morning.Problem Three--I received an email at 2:56pm on November 23 stating my flower order was CANCELED! No reason given! So the person who called the recipient LIED AGAIN because he received the directions, said he was going to deliver, then CANCELED the order and did not deliver.This was to be a special Thanksgiving and housewarming gift. Now we have NO time for another gift to purchase.Business Response
Date: 12/05/2022
We are very sorry for the customer's experience. We have spoken with them and reached a resolution.Customer Answer
Date: 12/05/2022
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,
*********************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.