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:05/10/2025
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.
On May 8th I ordered a floral arrangement to be delivered to a friend. It was supposed to arrive May 9th and never did. I emailed the company and have yet to get a resolution. I called the company and I gave them the order number and my name as well as the recipients name. The customer service *** literally said I dont know why this is happening then hung ***** order number is *********** Total cost $57.46
Business Response
Date: 05/12/2025
Thank you for letting us know about your recent experience. We sincerely apologize that your order was not delivered on the date your requested. After reviewing your order we can see that it was delivered a day late, on May 10th. Due to the late delivery, we have processed a refund of the service fee in the amount of $20.89 to your payment method.
We have also forwarded your feedback to the appropriate department to ensure coaching is initiated on the agent you spoke with. Every order is important to us, and every customer's experience should be the best possible, and we apologize that was not the case.
Initial Complaint
Date:05/10/2025
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 1 bouquet of 12 long stem roses and a vase they arrived around 9:00 no knock on the door no doorbell and I went outside roughly 12:00 and discovered them sitting outside in the 90 plus degree weather all of the roses had bloomed out some of the leaves have ***** spots some of them have been eaten I called and complained they offered me 20% I told him how would their mother like that bouquet so I told him I wanted a new bouquet the new bouquet showed up on Saturday no knock on the door some of the leaves are wilted some of the leaves have holes in them like a animal ate them but the roses haven't bloomed out this is terrible serviceBusiness Response
Date: 05/12/2025
We are so sorry to hear about your recent experience. We understand how important this order was to you and your recipient, and we apologize that we failed you. We have processed a full refund to your payment method that will appear on your account within 1-3 business days.Customer Answer
Date: 05/12/2025
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:05/09/2025
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 placed an order on 5/6 /2025 for delivery on 5/8/2025. On 5/9/25 I inquired why the order was not delivered, but I have been charged. I inquired first by email, which was acknowledged at 8:00 am ET. AT 5:30 pm, I spoke with a representative & a supervisor who informed me me that order will be delivered on 5/10/25. At 8:30 pm Et, I was informed the order was cancelled and they attempted to contact me several times. There was no attempt to contact me.Business Response
Date: 05/12/2025
We sincerely apologize that your order was not delivered as scheduled. We understand the emotional importance behind giving a gift for such an occasion, and we can't apologize enough that we failed you. We have refunded your order in full and scheduled your original item to be delivered on the first available date. An email has been sent to the address on record to confirm the steps that have been taken to resolve this issue to your satisfaction. Once again, we apologize for the inconvenience.Initial Complaint
Date:05/08/2025
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.
FTD sent an email after they debited my account for $197.94 for a funeral spray to be delivered tomorrow to the ******* Home, stating they could not find a florist in the delivery area. I contacted customer service spoke with an agent who pretended to not hear me. I advised him the w ******* services are on Saturday and I needed a ******* spray not a flower arrangement. The agent stated he could refund my account but sent me an email that said the refund would not occur until 3-5 business days. I demanded to speak with his supervisor and she kept me on hold for 30 minutes without even checking in or updating me. After 30 minutes on hold she came back with no alternative as to how I can get my refund today so that I can place an order with another company. I contacted the corporate office and logged a formal complaint as well.Business Response
Date: 05/09/2025
Thank you for letting us know about your recent experience. We can't apologize enough that we were unable to fulfill your order for such an emotional and special occasion. Due to short notice and the upcoming holiday we do not have any florists available until after the weekend.
We have reviewed your order, and it shows it was placed on May 8th, which is also the date the refund was issued. Please note, orders canceled the same day they are placed may show a temporary authorization, but a charge will not be processed.
We apologize for your frustration and are disappointed to hear that you were placed on hold for such an extended length of time. We have forwarded your complaint to management and the agent you spoke with will be coached on proper customer service etiquette.
We are so sorry for your loss. - FTD Customer Service
Customer Answer
Date: 05/09/2025
Complaint: 23305676
I am rejecting this response because: my bank account still has the charges being held and have not been credited back. Due to this action by your company, I am unable to use my funds to make an order through another more efficient and effective florist. My refund should have been reimbursed immediately or your company should never have accepted my order and my payment if you couldn't honor your commitment!
Sincerely,
******** ********Business Response
Date: 05/10/2025
We understand your frustrations and can't apologize enough. We have reviewed your order and no charges went through. The original transaction that was processed was done as an authorization. Since the refund was issued the same day of order placement, the charges never fully processed. Please reach out to your bank or credit card company if it still shows as an authorization- as they will need to remove it. Our system already shows that the charges have dropped.Customer Answer
Date: 05/12/2025
Complaint: 23305676
I am rejecting this response because: the statement is untrue. Your company post-dated the payment for today and my funds were not credited back to my account until today. This was the most horrible experience for a person to deal with while suffering from a loss of a loved one. Instead of presenting false narratives, your company should have immediately issued a refund that day. At this point no additional discussion needs to be made!
Sincerely,
******** ********Initial Complaint
Date:05/01/2025
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 to be delivered for my daughters birthday today. This afternoon when I spoke to my daughter she told me nothing has been delivered so I called FTD and they assured me that they will be delivered by 7 pm. She works from home and has 2 small children. This evening at 8 pm I get an email from FTD telling me they attempted to deliver the flowers and the receipt wasnt home which is bogus and my daughter has the doorbell ring and no delivery person came to her home. Very disappointing when you think that a company would follow through on an important delivery. Very upsetBusiness Response
Date: 05/06/2025
We sincerely apologize for your recent experience. We understand how important this order was to you and your daughter, and we can't apologize enough that she did not receive it on her special day. Your order has been refunded in full. We'd also like to offer to send out a complimentary bouquet to your daughter on the next available date. We have sent an email to the address on file and will await your response to our offer.Initial Complaint
Date:05/01/2025
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.
Is recently made a purchase today on 5-1-2025 at around 11:22 Am this morning CST of Youre precious bouquet- Deluxe and along with a heart felt message and a birthday balloon of $5.99 which I never received. I received a bouquet of flowers that didnt look anything like the picture shown when bought, also the message I had typed out to be written on the card was the complete opposite, it was as if they wrote their own message and didnt want to write mine, I never received the balloon and the flowers I just am so upset and disappointed I spent $101.20 dollars on something to just receive the complete opposite. I called customer service just for them to only offer me a 20% refund which is only $20 when they charged me more for the balloon and shipping fee put together but I cant receive a reasonable refund percentage of my money I spent please resolve this I am super upset and saddened.Business Response
Date: 05/06/2025
We sincerely apologize for your recent experience. We understand how important this gift was to you and your recipient and we can't apologize enough that the balloon was missing and your card message was not received as written. A total refund of $53.70 has been issued to your payment method for the missing balloon and your dissatisfaction with the bouquet and service. Please allow up to 3 business days for the funds to appear on your account.Initial Complaint
Date:04/27/2025
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 friend a bouquet to brighten her day after her village had been severely bombed in ******* on 4/24/25. I was charged $104.72 for the Deluxe Parisian Stroll Bouquet, 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, hydrangeas and alstroemerias, what she received was a bouquet containing roses, chrysanthemums, and morifoliuma bouquet of much lesser value and not at all deluxe 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 from by the ***.Business Response
Date: 04/29/2025
We apologize for your recent experience and disappointment in the bouquet you purchased. "To guarantee the freshest bouquet possible, our florists may replace some stems in your arrangement which could differ in color and variety." Due to your dissatisfaction, we have processed a full refund to your payment method. Please allow 1-3 business days for the funds to appear on your account.Initial Complaint
Date:04/26/2025
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.
Worst customer service ever! Retry emails. Two calls and nobody seems to understand the English language. I placed one order for two items for my best friend whos mother passed ash One magnolia tree and one white bouquet roses. The magnolia tree was dead the roses never showed up. I have been told ow as refunded in full but I havent. Ive only been refunded a portion as I will attach with my bank stafement for one item not two. Why is it this ridiculously difficult to work with your service team who are all outsourced and hardly speak English!!!Beyond angry.Business Response
Date: 04/29/2025
We apologize for your recent experience. We have reviewed your orders and can see that a refund in the amount of $117.98 was processed on 4/24/2025 for the roses, and another refund in the amount of $107.88 was issued on 4/22/2025 for the Maple Tree. You should see 2 separate credits that equal the full amount charged for both orders. We apologize for any inconvenience this has caused you.Initial Complaint
Date:04/24/2025
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.
order number *********** Order flowers for my daughter thru FTD on line. Paid $ ******. What I picked out online looked NOTHING like what my daughter received. I chose a tall vase and tall colorful flowers. She received a small short squatty square vase. looked nothing like picture. On top of that the flowers were delivered 10 minutes before my daughters office closed. So, I contacted FTD - they are in ***** - could NOT understand them and they were rude. Finally, I sent a email and they apologized - said yes your correct. Florist did not have that arrangement. They said they would refund my money. Great ! I have so many emails that they said they have refunded my money back to my bank. I cannot find credit anywhere in my banking from FTD. I called the bank to double check and nothing !! I asked them for a copy of the credit - so I can see the Bank and the credit card number because something is not right here. I cannot get them to provide me with the credit info. I simply want my $******.Business Response
Date: 04/28/2025
We apologize for your experience. We have reviewed the order in question, and a full refund was processed on 4/1/2025. As you used a $75 Groupon as a form of payment, that amount was reinstated back to your Groupon, and a refund of $28.82, which was charged to your payment method would have been credited to your **** card. Please contact Groupon if you'd prefer to request that they refund you for the cost of the Groupon (which would have been the amount you paid for it), or they will simply reinstate your Groupon to use at a later date. Once again, we apologize for the disappointment you experienced on your recent order.Customer Answer
Date: 04/28/2025
Complaint: 23243735
I am rejecting this response because:I understand that I paid Groupon and they did issue a credit.
But what I dont understand is about the money I paid FTD FOR THE UPGRADED FLORAL ARRANGEMENT AND DELIVERY ?
thats what Im not understanding. Where is the refund for the floral arrangement ?? FTD admitted the florist did not have the arrangement I ordered and sent something else.
FTD apologized over and over said they issued a credit- I have never seen that credit. THIS IS MY COMPLAINT AND CONCERN.thank you !!
Sincerely,
***** ********Business Response
Date: 04/29/2025
We understand your frustration and apologize for your recent experience. The order in question shows that the amount you were charged on your credit card was refunded to your payment method in the amount of $28.82 on April 1st. Please see the screenshot we provided that shows the transaction for this order, minus the $75 Groupon. As the refund has already been issued on our end, there is no further amount that can be credited. Please contact your bank. Once again, we apologize for the inconvenience.Customer Answer
Date: 04/29/2025
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:04/19/2025
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 4/12/25 I ordered (****** *****) Marmalade Skies Bouquet "Premium for $89. 97. I received the order on 4/19/25, it looked nothing like Premium with only half the order and not in a larger vase advertised. I called to complain and was told the most I could receive was $20.55. These flowers are not worth $69.42. I'm so disappointed since I've ordered from FTD and was so happy and us whyI ordered again. The customer service person was unhelpful who kept repeating herself in questioning me. I will never order FTD again.Business Response
Date: 04/23/2025
Thanks for letting us know about your experience. Were really sorry & disappointed to hear that you were not satisfied with the flowers you purchased. Every order is important to us & every customers experience should be the best possible. We apologize that was not the case. Our florists do their best to ensure the bouquet your recipient receives is as similar to the product you purchased in look and value. Sometimes substitutions are required due to certain flowers being out of stock, or to ensure freshness. We have issued a partial refund in the amount of $42.04, which includes the previous credit that was issued for $20.55. The total charges for your order, which includes delivery and tax is now $47.93. Please allow up to 3 business days for the funds to appear on your account. If you have any further questions, please don't hesitate to reach out to FTD.Customer Answer
Date: 04/23/2025
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,
******* *******
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