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:05/13/2025
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 gift basket for my daughter for mother's day from FTD...delivered 5/10/25.Contents were spoiled chocolate melted cheese soft apples brown on inside...FTD refused to refund my order for the full amount of $100.99
Business Response
Date: 05/13/2025
Thank you for letting us know about your recent experience. We can't apologize enough that your Gourmet Fruit, Cheese & Nut Gift Crate was not delivered in good condition and that your recipient was unable to enjoy it. We have processed a full refund to your original payment method that will appear in your account in 1-3 business days. We sincerely apologize for the inconvenience.Customer Answer
Date: 05/14/2025
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:05/12/2025
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.
The floral I received from my son wasn't the one he ordered. It arrived on May 9 for mother's day. The were received from Z princess Flowers on ********************* in *********. The water in the vase was cloudy. The back of the floral was all greenery. Many empty spots Look like they used leftovers. I'm 75 and have received flowers all my life. There is no way I.can explain this. They should be ashamed and embarrassed.Business Response
Date: 05/13/2025
Thank you for letting us know about your recent experience. We sincerely apologize that the flowers you received were of poor quality and not what your son ordered. We have scheduled to have a redelivery completed on the next available delivery date- free of charge. We have forwarded your feedback to the original florist.Initial Complaint
Date:05/12/2025
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 my mother to be delivered on Mother's Day. Apparently she got a call from the delivery driver on the Friday before saying he couldn't find her address. She thought it was a scam and didn't call him back. When I asked her if she got her flowers on Mother's Day, she told me what happened and called the delivery driver back who stated that they could deliver the flowers the following day but they wouldn't be fresh. When I called the customer service number, I got a robot. After going around with the robot I then got to speak with someone in ***** that I couldn't understand very well so I asked to be transferred to someone in the **. He said no one was available in the ** and that I had selected Monday for delivery. I know that when I made the order I specifically selected Sunday because initially I was going to select Saturday, but there was an additional charge for Saturday so I selected Sunday. When I looked at the confirmation, it said delivery for Monday. I KNOW I SELECTED SUNDAY BECAUSE I DOUBLE CHECKED IT. Apparently their automated system switched it. Also, why was the delivery guy trying to deliver on Friday? Now I am spending precious time to write a complaint.Business Response
Date: 05/13/2025
We sincerely apologize for your recent experience. After reviewing the order, we can see that the address that was provided for the recipient is incorrect. The street address matches the billing, except for the city, state and zip code. This is why the florist attempted to contact the recipient to verify the information prior to the delivery date. As your satisfaction is extremely important to us, we have processed a full refund to the original payment method which will appear on your account in 1-3 business days.Initial Complaint
Date:05/12/2025
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 an arrangement of Picnic Tulips for Mothers Day, to be delivered to my mother in law in ********. They were delivered today, and all were falling apart, dead, yellow leaves. When I contacted the 1800 # for FTD to complain that the quality was unacceptable and requested a total refund of $70.28, I was offered a refund of $16.50. Any other business would have offered a total refund, but not this one. I will never order FTD flowers again and I highly recommend that others do the same.Business Response
Date: 05/13/2025
Thank you for letting us know about your recent experience. We can't apologize enough about both the quality of the flowers and customer service you were provided. We have forwarded your feedback to the appropriate department to ensure the agent has been coached. We have also refunded your order in full to your original payment method. Please allow 1-3 business days for the refund to appear on your account. Once again, we sincerely apologize for the inconvenience.Customer Answer
Date: 05/13/2025
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:05/12/2025
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.
**Complaint Against:** FTD (Florists' Transworld Delivery)**Nature of Complaint:** Failed Delivery / ********************* **Description of Complaint:**I placed an order with FTD for delivery to a recipients workplace, scheduled for a Friday. However, FTD failed to deliver the order on the scheduled date. Because it was the weekend and her workplace would be closed, I contacted FTD to change the delivery address to her home to avoid further delays.I was told the delivery would be made the next day, but three days later, the flowers still had not arrived. When I called customer service to follow up, the representative was extremely unprofessional and hung up on me during the call.This experience has been incredibly frustrating. FTD not only missed the original delivery date, but they also failed to deliver to the updated address within the promised timeframe. On top of that, their customer service was rude and unhelpful.I strongly caution others against using FTD. Their lack of reliability and professionalism is unacceptable.**Order Details**Date of transaction: April 25, 2025 Total amount paid: $230.52 ONECart Reference Number IOC-252-******** FTD Order #: NJIOC252******** **Resolution Sought:**I am requesting a full refund for the undelivered order and a formal apology for the poor customer service and repeated failures in fulfilling the order..Business Response
Date: 05/16/2025
Thank you for taking the time to let us know about your recent experience. We sincerely apologize that your order was not delivered on the scheduled date. We understand how important this order was to you and your recipient and we can't apologize enough that it wasn't received prior to Mother's day. A full refund was issued to your payment method for the order in question, and the order was delivered (although not on your intended date).
We have forwarded your feedback to the appropriate departments and ensured that the agents who handled your order have been coached/retrained on proper customer service.
Customer Answer
Date: 05/17/2025
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:05/11/2025
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 May 6, I placed an order on FTD.com (order #*********) for a Mothers Day flower delivery. The checkout experience confirmed delivery between May 10May 11. However, by 10 PM CST on May 11, the delivery had not occurred. I confirmed with the recipient directly that nothing was delivered, upsetting the recipient. I reached out to FTD via their live chat & spoke with a representative named *********. The chat experience was extremely frustrating & unprofessional. Key issues included:- Unprofessional conduct: The representative used ********************* like ******* failed to answer questions directly, & rushed through the conversation without ensuring resolution.- Conflicting refund offers: Initially, I was told that I could only receive 2030% back. That amount was suddenly raised to 50%, with no clear reason. Only after escalating & requesting a supervisor did the representative agree to process a full refund.- Lack of transparency: I repeatedly asked for confirmation or a reference number for the refund & the chat. I was told there was no reference number for the conversation, & it took several prompts to get confirmation that Id receive any info regarding the refund by email. - Delayed service acknowledgment: The agent admitted the florist was unavailable at the scheduled time, which defeats the purpose of offering a delivery date range. I was never proactively notified about any delivery issue.- Dismissive tone: When I sought escalation, the agent delayed it. He was also not understanding of the situation. I did ultimately receive an email confirmation that my refund was processed, but only after an unnecessarily difficult & exhausting interaction that Ive documented in screenshots.Desired Resolution:A formal ************************ of the poor customer experience. Re-training of the agent involved, or review of FTDs customer support ******************* process. Assurance that inaccurate delivery windows are not advertised at checkout.Business Response
Date: 05/15/2025
We sincerely apologize for your recent experience. We understand the emotional importance behind sending flowers for such a special occasion, and we apologize that we failed you. We have issued a full refund for the original order and scheduled to have a complimentary order sent out on May 15th. We appreciate your feedback and wanted you to know that the agents involved will be properly coached/retrained.Customer Answer
Date: 05/15/2025
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:05/11/2025
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 Bouquet of Flowers for Mother's day on May 7, 2025. It was scheduled to be delivered on Saturday, May 10, 2025.The order was not delivered as promised. I called Sunday morning May 11, 2025 and they ensured me it would be delivered today, May 11, 2025.Around 6:45 pm EST Sunday, I called FTD again and they stated that it will not be delivered since it is after 6:00 pm EST I demanded a full refund and told that I am going to duspute the charge on my credit card.A few things to note:1. This order was placed in advance 2, What they advertise is fradulent 3. Their call center/customer service is offshore and they are difficult to understand when speaking English 3. They lied to me by saying it would be delivered Sunday May 11, ******, This was a special gift for my Mom who is 93 and dying of congestive heart failure.5. I live afar and unable to visit.Business Response
Date: 05/13/2025
We sincerely apologize for your recent experience. We understand how important this gift was to you and your Mother, and we apologize that it was not delivered as scheduled. Your order has been refunded in full to your original payment method. An offer for a complimentary order has also been made.
Once again, we can't apologize enough that your order was not delivered on the intended date.
Customer Answer
Date: 05/13/2025
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:05/11/2025
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 May 9th I ordered a Bouquet for my wife for Mothers day. The delivery date was May 10th or 11th. On May 10th I received an email that the delivery had been made at 6:08pm. When I checked my front porch there was no package (I was also home at the time) I also checked my Video doorbell and there was no record of anyone coming to my door.I reached out to FTD customer service at about ****** to let them know that there was no delivery made - they told me they would contact the florist.I reached out to FTD customer service on the morning of May 11th checking on the status and the *** told me that the florist made a mistake saying the item was delivered when in fact it was not.I reached out to FTD customer service again at 5:20 on May 11th and the *** told me that the item would be delivered today - I told the *** that all the businesses in town were closed and that there wouldn't be any more deliveries today. The *** also told me that he reached out to the florist and got no response. At this point in the day it was already too late to make this right for my wife and FTD customer service was not helping with the situation and for all intents and purposes did nothing to rectify the situation. They offered me a 50% discount - I told them that 50% was unacceptable.Business Response
Date: 05/13/2025
Thank you for letting us know about your recent experience. We can apologize enough that your Mother's Day order was not delivered as scheduled. We understand the emotional importance being sending flowers for such a special occasion and we are sorry that we failed you. Your order has been refunded in full to your payment method, which should appear in your account in 1-3 business days.Customer Answer
Date: 05/13/2025
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:05/11/2025
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 my mother a bouquet for Mothers Day. I was charged 100 for the Youre Precious Bouquet Premium, however, what she received did not resemble it whatsoever. Your substitution policy states that any substitution made will be similar to the original design and be of equal or greater value, however, that was not the case. The bouquet I bought contained roses, carnations, lilies and alstroemerias, what she received was a bouquet contained 4 roses, 3 mini carnations, a bouquet of much lesser value and not at all premium as advertised. I am requesting a full refund because the bouquet that arrived is of significantly lesser value and because FTD practiced false advertising of which I am protected. I requested a refund from customer support and they only would issue a refund of 15%. ThatBusiness Response
Date: 05/16/2025
We sincerely apologize about your recent experience. We understand how important this order was to you and your recipient, and we can't apologize enough that the bouquet that was received was extremely undervalue. We have processed a full refund to your original payment method and forwarded your feedback to the vendor to ensure they are following quality checks prior to delivery.Initial Complaint
Date:05/10/2025
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.
Purchased flower order for Mothers Day. Wrong order was delivered and FTD is only trying to reimburse 30% of 94.00 spent. Attached is pictures of the wrong order IMG_228. The flowers were supposed to look like image IMG_3506 attached.Business Response
Date: 05/12/2025
We sincerely apologize for your recent experience and disappointment in the flowers that were received. We have reviewed your order and can see that a full refund was issued to your payment method on 5/10/2025. Please allow up to 3 business days for the funds to appear on your account. We have also forwarded your complaint to the florist that fulfilled the order.
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