UPDATE: I wound up filing a report with the BBB last night around midnight. At 3pm today I received a call from FTD issuing a full refund and a gift certificate for a future order so I "could experience FTD the way I should have initially". While I am still not thrilled with the customer service I received initially, I am very pleased with the way this supervisor handled things once contacted by the BBB :) I'm glad to see that my internet crusade worked (posting here, on epinions.com, and to the BBB).
Has anyone ever used FTD before to order flowers? I hadn't... until this Mother's Day, and I promise I will never use them again.
I ordered what looked like a beautiful bouquet for my mom and had it sent to her on Mother's Day. The day after, I realized that when I talked to my mom on M-Day, she didn't mention the flowers... odd... So I called her back on Monday and said "hey, did you get those flowers?"
She says "I didn't really want to tell you this... did you spend a lot of money on them? I hope you didn't because they were pretty much dead when they arrived."
Great... dead flowers for Mother's Day? Lovely.
So I immediately emailed FTD via their contact form explaining the situation and hoping for some sort of resolution (Their quality guarantee explains that they will refund or redeliver flowers if there are any quality issues).
1 week passes and I do not hear from FTD.
Then they have the gall to send me a survey asking to rate my transaction. I point out in the survey how unsatisfied I was with the dead flowers they sent my mom for Mother's Day...
I wait another day or so and then go back to the customer service page and send them ANOTHER message.
On May 25th, 2 weeks after I sent my first message to FTD, I finally receive the following response:
Thank you for your recent purchase from FTD.COM for Jennifer Caputo.
We have received your concern regarding the quality of the flowers that were
delivered. We have processed a fresh replacement order for your recipient to enjoy. The new delivery date will be May 27.
In addition, please accept an exclusive offer to save $10 on a future order by visiting xxxxxxx (link removed).
Thank you for shopping with FTD.COM.
Ok great, except my mom is out of town for business for the week. If they deliver the flowers on the 27th it will be 3 or 4 days before she gets them. I write back right away and tell them PLEASE to not deliver replacement flowers on the 27th because she is out of town. This resolution is not acceptable.
The next thing I receive the following day is the shipment confirmation, stating that they will be delivered on the 27th.
On the 27th I receive this reply to my message that the 27th is not an acceptable day for delivery.
Thank you for your recent purchase from FTD.COM for Jennifer Caputo.
We're sorry that your experience was less than satisfactory. FTD.COM strives to provide you with the very finest service.
Let us assure you that your experience is not typical, and that all your future orders will be filled with the special care and attention that they deserve.
Thank you for choosing FTD.COM.
Yup... that's it. The entire reply.
Again, I write back letting them know that there certainly will not be any future purchases if this is how they resolve their customer service issues and at this point I would really prefer a refund. Their reply:
Thank you for your recent purchase from FTD.COM for Jennifer Caputo.
We're sorry that your experience was less than satisfactory. FTD.COM strives to provide you with the very finest service.
Please let us know if you would like us to set up a different delivery for these flowers.
Let us assure you that your experience is not typical, and that all your future orders will be filled with the special care and attention that they deserve.
Thank you for choosing FTD.COM.
You might notice that this is EXACTLY the same email they sent me a few hours earlier except they inserted the line about setting up a different delivery date (although at this point, the replacement flowers had already been delivered, even though my mom was in Texas, 1000 miles away from said flowers).
I replied once more that I would appreciate a more personal reply that actually addressed my concern and that if I didn't get one I would be taking my story to the net. Being that it has been 5 days since my last communication with FTD, I've given up on their horrible customer service and am since, ranting to you guys.
Am I in the wrong here? This company took 2 weeks to reply to my initial complaint and their only resolution is an apology and some redelivered flowers that will probably be dead by the time my mom gets back to see them?
