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:08/06/2022
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 want to start by saying that FTD flowers has refunded all money so I am not out anything financially. With that said however I would like someone to investigate what happened to me so it wont happen to someone else. My mother had passed away on Friday July 29, 2022. On Monday August 1, 2022 I ordered flowers for my mothers services to be delivered to the funeral home. Later on the day I received an email stating *********** Youre item was delivered! I said to myself wonderful. Check the flowers off the list of things I needed to get done. Fast forward to Tuesday the day of her wake. I go in look at all the beautiful arrangements. Funny I didnt see mine. I ask the funeral home manager and he said that he didnt get any in from me. I was heartbroken. Here I have a confirmation of delivery, but no flowers. I walk out of the wake and call into FTD customer service. They look into it and apologize and said that the confirmation email that I received was in error and they were unable to find a florist to create my order. I asked for a refund which they provided. Long and short my issue is if I wasnt at the services I would never have known that the flowers I purchased were not delivered. I feel that the company was deceptive in sending out the confirmation email. How many other instances does this happen?? This is what needs to be looked at. An FYI, after I got off the phone w their customer service I asked my brother what florist he used. I called them and they had an arrangement done for me within a half hour. Never will I use FTD again because of their unscrupulous behavior. My order number was LGPO88558980589
Business Response
Date: 08/12/2022
We are very sorry for the customer's experience. We have spoken with the customer and reached a resolution.Customer Answer
Date: 08/12/2022
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:07/21/2022
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.
I ordered a bouquet on 5/18/22 (61449979691, $76.94 including a $19.99 delivery charge) for delivery on 5/21/22. The recipient would be preparing for chemo the following week and it was important she receive the bouquet and my note on Saturday. I didn't receive a confirmation of delivery on 5/21, so I contacted FTD via chat on 5/22 11a CST. The rep said she would ask the florist to deliver with an upgrade on Mon 5/23. I asked why they wouldn't be delivered THAT DAY since it was just after 9a PST, and she stated the florist was closed. At that point I requested reimbursement of the delivery fee; she agreed and stated "we will deliver the flowers tomorrow." I connected via chat again on 5/23 to ensure the flowers would be delivered that day, knowing my friend would be preparing for chemo on Tue. At 9a CST, the rep wrote a message had been communicated to deliver that day, and once the florist confirmed with FTD I would receive a call back or email. Nearly 5 hours later, I connected again via chat. I reiterated the situation again, and that order tracking still said 5/21. The rep again called the florist, stated she wasn't able to reach them, but "no worries I already sent them a message regarding your concern and to process the delivery today with an upgrade-I also make this order on priority and once we hear back from them for the updated status we will notify you back immediately." Just over 4 hours later, I received email notification that the order had been delivered. Fast forward two months- I had an opportunity to speak with my friend and learned she did not receive a floral delivery from me in May. I phoned FTD 7/15, they weren't able to reach the florist, but ensured me I would hear back. I phoned again 7/19, ******* tried to reach the florist, and then sent a new order to a new florist for delivery that day, with upgrade. On 7/19 435p CST, my order placed on 5/18 11a CST was delivered. Photos of the "upgrade" attached. I have screenshots of chat.Business Response
Date: 07/25/2022
We are so sorry for the customer's experience. We have reached out and resolved this to the customer's desired resolution.Customer Answer
Date: 08/01/2022
I am satisfied with the return of my funds. However, in principle, not satisfied. Your directions say to let you know in writing if I am not satisfied, but don't provide a link or direction on how you want me to convey that information, so replying to this communication.
I was contacted by a "Sr *********** who gave me the standard lip service. He offered a "coupon" for a future arrangement, and I expressed that a free arrangement IS the only way I would give FTD another try. He said he "wouldn't mind" doing that... but then proceeded to not know HOW to do that. He said I could contact him directly and he would process an order free of charge... I pointed out that contacting him directly would not show me that the changes needed had been made. He searched and fumbled and finally I said to let me know if he came up with something. He did email me later that day with no solution for me to order an arrangement through the normal processes.
We also discussed the "upgrade" I was promised multiple times over the course of the many days I spent with customer service... I asked him what he thought about that upgrade... he had to open the photos for the first time while we were on the phone. He agreed, not an upgrade, but offered no compensation or resolution. FTD refunded what I was charged, and not a ***** more.
A few points we discussed: he spoke about having issues with this particular florist, and seemed to want to put my overall negative experience on that florist... I had to point out that FTD is responsible for the florists they contract with, as FTD is responsible for their customer service reps who state they will return a call, and never do. I also gave him advice on his response that he "wouldn't mind" arranging for another arrangement... I had to advise the Sr ********** on his word choice - that he should WANT to restore trust with a customer
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