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:11/23/2022
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.
FTD advertised a onetime weekend delivery fee of $***** for my order going to the same family and address on the same day. Given this data provided by FTD on-line, I placed three items in my shopping cart and during checkout received a total showing the price of the items without the delivery charge applied. I was only given the option to process payment using the checkout total and was expecting the delivery charge of $***** + tax included in the final total. I did not see a final total on the ************** page which showed the same tally throughout my checkout window on the website. If there was an increase to the final charges it was there not obvious to the consumer based on the web page design or pop-up notices provided at checkout. Once I placed the order, I immediately received an email invoice showing the order had been placed but broken into three separate orders in which each was charged the delivery charge or ***** (Order #***********, ***********, ***********). This increased the amount I approved at check-out on the website by ~$100. I have placed orders with numerous other on-line retailers, and this is the first instance I've encountered a checkout procedure which allows companies to increase the submitted checkout amount through an emailed invoice provided after the on-line checkout process. I hope you are able to look into this process to see if this was a mistake by the retailer. If part of FTD's normal business practice, this is very misleading to consumers and in my opinion, borders on abusive business practices. I do not understand how FTD is allowed to change a confirmed charge of a consumers using this method of placing additional delivery fees on an order once an order has been processed on-line. I hope the BBB can improve consumer awareness of this business practice or help correct this practice if able.
Business Response
Date: 11/29/2022
We are so sorry to hear that they are unhappy with the shipping/service fees charged on their order. We clearly state the shipping/service fees at the time of checkout. The items they chose are shipped from separate locations and incur a separate shipping fee. The customer called in and all orders were canceled and refunded in full on 11/23/22.Initial Complaint
Date:11/11/2022
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 10 sunflowers for my daughter in laws graduation and they were broke and Wilted. The leaves fell offBusiness Response
Date: 11/15/2022
We're very sorry for the customer's experience. We have reached out and resolved this to the customer's desired resolution.Customer Answer
Date: 11/15/2022
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:11/11/2022
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.
On 11/9/22 i placed an order for same delivery on the FTD website. I received an email confirmation for my order (order #*************). Throughout the day I used the tracker to see whether they had been delivered. When I checked the tracker at around 6:45 PM, the order was no longer in the system. I received an error message indicating the order number could not be found. At 6:49 PM, I contacted FTD using the number provided on the website. I received a foreign call center. The person checked in the system indicated the address was incorrect. The florist couldnt make the delivery. He checked ****** and corrected the zip code. He indicated the flowers would be delivered in the morning. I asked why the florist did not call me if there was a problem with the delivery. He avoided my question by apologizing profusely and indicated the flowers would be delivered In the morning. The call ended at 6:55 pm. I checked my email later in the evening. There were two messages one indicating the flowers were out for delivery (order #**************). The second email indicated the flowers were delivered (earlier order#). Both emails were sent at 7 pm. I contacted the recipient the next morning. She had not received any flowers. I called FTD again. I spoke with *****. I explained what happened. Like the other person she apologized profusely and indicated she would reach out to the florist and request an upgrade as well. I asked for the name of the florist that had my order. She said they could not provide me with that information. She again apologized and said I would receive an email update. I also placed a complaint on their website. As of 11:25 pm on 11/10, no delivery, no email, but my card has a pending charge for the flowers, including the same day delivery feeBusiness Response
Date: 11/15/2022
We are very sorry for the customers experience. A full refund was posted for their order on 11/11/22.Initial Complaint
Date:10/20/2022
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 placed an order on Wednesday, October 19, 2022 to be delivered to a friend in the hospital. The order was to be delivered on Friday, October 21. I found out the morning of October 20 that the patient will be discharged on October 21. I don't know what time the patient will be discharged, or what time the delivery will be made. I called ftd the morning of the 20th to change the address to the patients home address. They won't change the delivery address, even though it has not shipped yet. I asked to speak to a supervisor and was hung up on. I called back and asked to speak to a supervisor and was put on terminal hold. FTD has no customer service at all. I regret doing business with them, especially now that I've read all the other bad reviews on line. Should've done my due diligence before purchasing.Business Response
Date: 10/26/2022
We are so sorry for the customer's experience. We have reached out to them regarding their order and are still waiting for their response.Initial Complaint
Date:10/19/2022
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.
This is actually an issue that seems to be a regular business practice of many florists now. I ordered a beautiful bouquet of green/lavender flowers from ProFlowers (a division of FTD) for my sisters birthday on 8-1-22. The bouquet I ordered, was a large arrangement of flowers set in a lovely rectangular flower box. What my sister received was an arrangement of orange and yellow flowers in a box with orange paper. Fewer flowers were in the bouquet and I was not happy with the inferior selection. I contacted the company and was told that another arrangement would be sent to my sister, but one never was. I filed an online complaint with the company and never heard from them again. Previously, I ordered from FTD and a similar radical substitution occurred without me ever being told. I vowed to never order from FTD, but did not know that they owned ProFlowers.Business Response
Date: 10/25/2022
We're very sorry for the customer's experience. Per the customer's request, we have sent a fresh delivery of flowers for the recipient.Customer Answer
Date: 10/27/2022
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. Although still not as lovely as what I chose, and delivered in glass and not the nice wooden box, my sister said that they were beautiful and thats good enough for me.it is a shame though that these werent replaced when I originally reported the issue to ProFlowers, but it took BBBs involvement to achieve a resolution.
Sincerely,
***********************Initial Complaint
Date:10/03/2022
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.
On Saturday, October 1, 2022, I received flowers but with no sender. Unfortunately, I was not made aware until today that the flowers were ordered through a third party, FTD. I was told I would get a call and be provided information but had not been contacted. Due to no contact, I reached out to FTD to obtain information on who sent the flowers being Im concerned that no one I know has owned up to sending them and fear that it could be a stalker. The representatives at FTD refused to give me the information and called the person without my consent to ask for the persons permission to share their name with me. Of course the person didnt answer the phone and the supervisor ****, stated he would send an email to follow up. I stated over the phone that this made me more anxious and made feel more unsafe. These people are more worried about the person who sent the flowers, than me and my concern for my safety.Business Response
Date: 10/04/2022
We have advised the recipient to contact the local authorities if they are concerned for their safety. We have also advised them of the policy regarding the release of customer information and what we will need from them to do so.Initial Complaint
Date:10/03/2022
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 placed an order for flowers on 9/27/22 for my uncle funeral to be delivered on 9/29/22 prior to the service that started at 8:30 am. On 9/29/22 at 9:10 am, I received an e-mail saying they were unable to deliver the flowers. I called and asked why, but was given their standard response of, "we're sorry we could not make delivery". I requested a full refund, which I did receive, however, I want to know why the flowers were not delivered. If they did not have the arrangement I selected, they could have sent something else, but chose to do nothing. I reached out, via e-mail, on 9/30/22 and asked why the flowers were not delivered and they refuse to investigate or give me the time of day. As you can imagine, having a death in the family is a very emotional time. The flowers were on behalf of family members who were not able to attend the funeral. All I want at this point is an explanation of what happened, which FTD can easily provide by calling the florist that they sent my order to.Business Response
Date: 10/06/2022
We have confirmed that the order was refunded in full on 09/29/2022. We also have reached out to the customer to assist but they have advised they do not require our assistance.Customer Answer
Date: 10/09/2022
Complaint: 18157976
I am rejecting this response because FTD kept insisting on calling me to discuss. I want a written response, via e-mail, explaining exactly what happened and why the flowers were not delivered. I do not want another generic response. The response I want will say something like, "the florist we sent your order to did not receive the order or they dropped the ball or there was a computer glitch". Something other than, "we're sorry we could not deliver your order".
Sincerely,
*********************Initial Complaint
Date:09/23/2022
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.
On 09/12/22 I ordered Marmalade Skies Bouquet to be delivered to my Aunt in the hospital. I paid extra to have the larger bouquet sent to her room. I got a confirmation email that Marmalade Skies Bouquet was delivered on the 13th. My cousin sent me a picture of the flowers with a thank you. To my surprise the flowers were daisies and a few sunflowers. Definitely not a bouquet worth the $75.00 I paid. The bill was $108.00 after all the extra fees. I called FTD that day to let them know that wasnt acceptable. I was told by customer service that the correct bouquet would be delivered. I checked with my cousin, it never showed up. I again called customer service and this time I was put on hold while she called the florist. I was told the florist didnt have the correct flowers so she substituted what they had. The rep agreed that these were not comparable and offered to call a different florist and have the original bouquet sent. I agreed to this and thanked her. It is now the 23rd and my aunt still has not received the correct bouquet. Needless to say I will never purchase flowers from them again. I would never had known if my cousin hadnt sent me a picture of the flowers. I feel FTD just says what they need to and then drop the ball hoping I wont find out. I feel others should be warned before they buy from them. My order number was: ***********. Thank you, ***Business Response
Date: 09/28/2022
We are very sorry for the customer's experience. A full refund has been processed for their order.Initial Complaint
Date:09/16/2022
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.
On 9/15 I ordered flowers to send my wife same day for a total of $172, including a same day delivery charge. The order was accepted, and all day the order status claimed it was "being created" and I couldn't make any changes to the order, and that residential deliveries were by 8pm so I was confident that my wife would be getting a nice bouquet.After 8 when there were no flowers, I called to find out what was happening. The person I spoke to was very nice, but couldn't find out what happened, so she said someone would look into it and call me back (on 9/16).Close to EoB on 9/16 I checked the order status again, and it now said cancelled... Though I had not been notified of this, nor had I gotten a call back. So I called again. This time I was told by the first person I talked to that simultaneously "my financial institution rejected the charge" (it didn't, and still shows as pending in their system) and that I was being refunded (.... but a charge that was rejected can't be refunded?)So I spoke to a supervisor who now told me that it was cancelled because the sender and recipient were the same name (? I'd filled out my name as the sender, so this would be their issue) and that the recipient and billing address were the same (this was literally a checkbox on their website to indicate they are the same address).Of course by the time it wasn't delivered, it was too late to shop around for an alternative and get flowers, so my wife had to be bouquet-less for our 10th anniversary.Business Response
Date: 09/22/2022
We are very sorry for the customer's experience. We have spoken with the customer and reached a resolution.Customer Answer
Date: 09/22/2022
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:09/13/2022
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.
An order for flowers was placed via ProFowers website on September 8, 2022 to be delivered specifically on September 12, 2022. A successful payment of $165.06 was debited on September 9, 2022. On the day of delivery, ProFlowers provided a confirmation e-mail that the order was scheduled for delivery between 9 am to 8 pm (it even allowed for the shipment to be tracked - out for delivery; delivered etc.) There was no delivery made to the specified address. In summary, ProFlowers engaged in a distasteful business practice of taking payment and not fulfilling its obligation of making sure that the item/ product is delivered in a timely manner. As of this date, ProFlowers has not issued any refund to the consumer after being notified of the problem.Business Response
Date: 09/19/2022
We are very sorry for the customer's experience. A full refund has been processed for their order.Customer Answer
Date: 09/19/2022
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,
*********************
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