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:02/15/2025
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 2 dozen red roses, chocolate, and a card from FTD on Feb *******. The arrangement was to be delivered on Feb 14th. I received a notice from *** that the items were shipped from ** on Feb 13th. The items weren't delivered. I was unable to get any information from FTD or *** on Feb 14th about the location of my items. I filed a claim with FTD for a full refund the evening of Feb 14th. I received the attached statement from FTD stating the items will now be delivered on Feb 17th. That will be 5 days that a fresh flower arrangement has been on the road, through God knows what handling prior to delivery. Fresh flower arrangements don't last long. I asked for full refund, and FTD blew me off with an offer to call the recipient and let them know I intended to send them on the 14th (complete disrespect from ftd). I have also contacted my bank and filed a fraud charge against FTD. In my opinion, this is the worst flower company in the *************.
Business Response
Date: 02/17/2025
We sincerely apologize for the delay in the shipment of your order. We have processed a full refund to your payment method.Customer Answer
Date: 02/17/2025
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:02/14/2025
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.
Ordered valentines flowers from FTD on Wednesday February 13. Flowers were to be delivered on Friday the 14th. Flowers were never delivered.Business Response
Date: 02/16/2025
We are so sorry to see this. A full refund was processed on 2/15/2025.Initial Complaint
Date:02/14/2025
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's website advertised the ability to deliver flowers for Valentines. There were no announcements indicating delays or the possibility of non-shipment. I placed an order for flowers and paid a fee for same day delivery on 2/13. I got notice the order went through and that I would be notified when the flowers were delivered. Flowers were never delivered on 2/13. I got message on 2/14 that flowers can not be delivered until 2/18. When I go to the FTD website - there are still ads indicating flowers can be ordered for delivery today (2/14), This is false advertising, bait and switch, and I relied on these representations to my detriment. If their site was truthful, I would not have placed the order and would have gone into a local store to make an in-person puchase. This has been one of my worst customer experiences with a retailer and I will never use FTD again and will spread the word about their bait and switch tacticsBusiness Response
Date: 02/15/2025
We sincerely apologize that we were unable to fulfill your order for the date you requested. We have forwarded your feedback on to the appropriate department. Your order has been refunded in full as you had previously requested.Customer Answer
Date: 02/17/2025
Complaint: 22942009
I am rejecting this response because:While the response from FTD accepts financial responsibility for not fulfilling an order by refunding my money- they have not addressed the bigger issue of why I was allowed to place an order in their site for same day delivery AND GIVEN NO INDICATION THE ***** MIGHT NOT GET FULFILLED. Then, they informed me they could not fulfill the order one day later. Id like to know what FTD will do to prevent this inconvenience from happening to prospective customers. Further ********************** continued to market same day delivery on Feb 14th.
If FTD cant write a script to figure this out for each order at the time the order is placed, they should put a sentence on their site right by the button where a user clicks to place an order that says subject to delays or cancellation based on availability.
Sincerely,
***** ********Business Response
Date: 02/19/2025
We take customer feedback seriously and use it to evaluate our floral products and services to ensure that they meet with our customers expectations and satisfaction. We completely understand the frustration that the delivery was not completed as requested and this will be addressed internally.Initial Complaint
Date:02/14/2025
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 have already contacted FTD twice about this to no avail. i ordered flowers for my friend, whose father died , and it was supposed to arrive feb 6. when i asked my friend about the flowers they supposedly received, according to the information i got from FTD, they said they hadnt gotten any flowers. i reported this via **** and when i got No response , i called their customer service ***** the man was adamant they were delivered. first he said they were delivered on Feb 5 and i told him the FTD email said they were delivered the 6th, so that was the first clue that something wasnt right. then he said oh no - they were delivered the 6th and they had a photo of the drop off. i asked him to send the photo to me because my friends had definitely NOT received any flowers. after being put on hold for some time he came back and said they couldnt send me the photo and would not give an explanation as to why. nothing has been resolved here and there has been no communication from FTD flowers.Business Response
Date: 02/15/2025
We apologize for any misunderstandings and miscommunication. We have photo proof of delivery showing the package that was delivered via *** on 2/6 at 10:09am and left outside apartment 5. We have attached the photo showing the purple FTD signature box in the corner by the door.Initial Complaint
Date:02/13/2025
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 Valentines Day flowers through FTD. Even asked for delivery the day before since I knew it would be busy on actual day. They say it was delivered. It never was. Beware of them. Do not buy or use their services. A total scam.Business Response
Date: 02/15/2025
We are so sorry to hear that your recipient did not receive her *********** Day flowers. We have refunded the order in full and reached out to the florist for proof of delivery. After reviewing the order, we can see that the apartment number of the recipient differs from the apartment number listed for the billing address, which may have prevented the delivery from being successful. Once again, we apologize for any inconvenience this has caused.Customer Answer
Date: 02/17/2025
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:01/29/2025
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.
Ordered same-day before 6pm delivery of flowers and balloon anniversary gift. Both items were not delivered at all. Contacted FTD customer service, the following are the interactions:1/28/25 - 6:15 pm CalledFTD and they stated it was delivered according to their records but no delivery according to the recipient. Stated they'd reach out to Florist to confirm deliverywithin 30 minutes but never called back.1/29/25 - 9:10 am Called FTD again, re-stated that it was delivered accordingto their records but no deliveryaccording to the recipient. They called Florist and they claimed delivery. Requested proof of delivery, said they'd ask Florist and would get back to within two hours with proof. The flowers were to be delivered to a small business address. The address is a dental practice with one entrance and one reception. Reception did not receive. On 1/29 the recipient asked neighboring businesses if they received it on her behalf and they didn't.I am requesting an immediate refund because this can only be cured through refunding the monies owed due to this being a special occasion gift. Order #: *********** Order Date: 1/28/25.Business Response
Date: 02/04/2025
We sincerely apologize for your experience and that there were issues regarding the delivery of your order. Every order is important to us & every customers experience should be the best possible. We want to assure you that we are taking steps to prevent this from happening in the future. We have issued a 50% refund off the merchandise value to make up for the experience. Once again, we'd like to offer our sincere apologies.Initial Complaint
Date:01/26/2025
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.
I ordered flowers on 1/24/25 with all the information needed for delivery to a hospital with their address and phone number even after calling the hospital how they coordinate flower delivery.. dont put a room number because patients can switch rooms and it makes it difficult name only please I was told.. order stated delivery date 1/25/25 I received a phone call stating that their was an issue with address whats the issue its the hospitals main address? Gave room number to ensure they had everything they could possibly need was told I would receive a refund do to not being delivered now it is 1/26/25 and the flowers are still not delivered in a large town of ************** there is only two major hospitals how is this so hard I last spoke with FTD and was told they are getting delivered I said ok I want proof of delivery because at this point I feel Ive just been took for all the money I paid for a service that wasnt upheld I mean this is terrible business practice from the largest flower network in the *** I expect a picture for proof of delivery I dont even know the correct order number emails reference both numbers this is a joke If flowers are not delivered today I expect them to be and a full refund on top of it over ******** and frustration just over flowers!Business Response
Date: 02/04/2025
We sincerely apologize for your experience and that your delivery had been delayed. Every order is important to us & every customers experience should be the best possible. We want to assure you that we are taking steps to prevent this from happening in the future. We have issued a 50% refund off the merchandise value to make up for the delay. Once again, we'd like to offer our sincere apologies.Initial Complaint
Date:01/24/2025
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.
I ordered flowers for a special occasion (death/condolences). I extra paid for same day service. I was not aware that the flowers would not arrive before the school hours closed. The point of same day should be for the person to actually receive the flowers during work hours ! Why have customers select "School" from your drop down menu but not have the flowers delivered before school closes. Most schools in ******* end by 3pm. There is no reason to have flowers sent at 4-5 or 6pm. The school and office is closed at that time. There should have been a disclaimer visible or highlighted that reminded customers that ********************** are not guaranteed to be delivered before 3pm or similar. This would lesson the spending on same day delivery. I spent $130 on flowers that were not delivered before the school office closed and that person was not able to get the condolences gift before she left. I called customer service and had them reach out to the florist who advise it would arrive at by 4pm. I have to stay at work late to ensure the delivery arrives so my money is not wasted or flowers taken!Business Response
Date: 01/28/2025
We sincerely apologize that the flowers arrived after the school office closed. We have processed a partial refund, along with the same-day delivery fee. An email was sent to the customer regarding the amount that was issued to their payment method.Customer Answer
Date: 02/06/2025
Better Business Bureau:
Yes, thanks. The company credited a partial refund.Sincerely,
Dinotra ******Initial Complaint
Date:01/09/2025
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 Dec 07, 2024 originally ordered (3) three of the same bouquet types for my mother, mother-in-law, and step-mother.Bouquets were $55 each. Two were to be delivered to separate addresses in ******** and one to **************. When I pressed the first order address info, ALL THREE orders were defaulted to ******** and the order was SENT :(. I immediately called the FTD company and relayed the addresses were INCORRECT and I spoke to unfortunately someone with unclear english speaking skills. Each time I gave the correct information, the representative repeated the wrong info back to me :( He finally seemed to get it right HOWEVER, the 2 deliveries to ******** were correct, BUT my mom's in ************, ************** were over 10 days late, flowers were moldy and half frozen. The shipping label was INCORRECT...my mom's bouquet was sent to ******** and got lost. I immediately called the company AGAIN, and shared my frustration. They attempted to make an accommodation....refund me my $ and send a new bouquet, BUT I had to pay for it.....they charged me $71.16 I am sending what it should have looked like and what my parents got...:( My mom is 80 years old and in poor health :(The picture with the three bouquets were what were supposed to be delivered. FTD relayed the moldy original bouquet wasn't available for my Mom and I had to choose another, hence the "Love On A Line" one. Screenshots of postal labels...my mom's delivery didn't have a chance of getting delivered on time!Business Response
Date: 01/10/2025
We sincerely apologize about the many issues regarding your order for ***** *****. We have ensured that your original order had been refunded in the amount of $71.16, and have also processed a refund in the amount of $22.88 off the redelivery of the substituted item. Please allow 3-5 business days for the amounts to appear on your account. Once again, we apologize for your disappointing experience with FTD.Customer Answer
Date: 01/10/2025
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:01/08/2025
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.
Flowers were never delivered although were promised on 1/6 then on 1/7. I called and emailed. They refunded $23.11 for the inconvenience but were still to deliver. I stayed home all day.
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