March 7, 2007
FTD.com is not winning a customer service award from me
On 1/24/2007, I placed an order to have flowers delivered on 2/14/2007. You know… Valentine’s Day.
On 2/13/2007, they delivered the flowers. You know… not on Valentine’s Day.
On 2/13/2007, I sent them a complaint e-mail about my order using their webform.
On 2/15/2007, I get this automatic reply from them:
Thank you for the feedback. We are always happy to hear from you and address
any questions or concerns you may have.Once reviewed, we will pass your comments to the appropriate staff member
or department. If there are questions, we will contact you at the email address provided.Thank you for shopping with FTD.COM.
Sincerely,
FTD.COM Customer Service
http://custserv.ftd.com
On 3/4/2007, I get this final reply from them:
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 shopping with FTD.COM.
Sincerely,
FRANCESCA
http://custserv.ftd.com
It took 19 days to send that to me? I am not impressed.
Maybe it’s time to look into 800-Flowers.
10 Comments to “FTD.com is not winning a customer service award from me”
March 7th, 2007 at 11:51 am
I sent an email to the TSA three weeks ago, before my trip to DC, asking for clarification on their policy for prescription drugs. I didn’t want to have to carry huge prescription bottles in my carry-on.
My trip ended a week ago, and I still haven’t heard back from them.
By the way — I did end up carrying my big prescription bottles in my carry on bag, and no one bothered to check them. Six big, opaque white bottles, big enough to each carry explosive chemicals or dangerous substances, and because they had pharmacy labels on them they were never opened or checked.
Seriously. One of them was clearly marked in big blue letters “NITROGLYCERIN” and no one bothered to look at it.
March 7th, 2007 at 10:01 pm
800 flowers is crap. FTD is good, but order from the florist directly.
March 7th, 2007 at 11:06 pm
My experiences with 1-800-FLOWERS have been wholly sub-par. They have a 100% failure rate — two out of two times, the flowers were late by a day or more. In both cases, when I called customer service, they told me that they could not help me as the florist reported having delivered the flowers. They did offer me 15% off subsequent orders, but the coupons codes came via USPS (nearly a month later!) and were only good for a very limited range of items and for a very limited range of time.
March 7th, 2007 at 11:09 pm
Hm, could there be a business opportunity to open a flower service that doesn’t suck? Or is there something about this business that’s inherently hard…
March 9th, 2007 at 3:58 pm
FTD strikes again
You’ll love this. I ordered flowers for a friend, and they sent the wrong flowers–right vase, wrong flowers. The flowers (pink) were supposed to be the same blood red as the vase. Needless to say, they didn’t match. I email FTD, get the same canned email you got…but then I get a follow up. The actually asked me if I would like them to re-deliver the correct order. So…idiot me, I think they are trying to make it right. Hahahahaha…they CHARGED me a second time.
I haven’t ever had a bad experience with 1-800 Flowers, and I won’t use FTD (or an FTD affiliated florist again.
February 16th, 2008 at 6:16 pm
I ordered a floral bouquet with vase for my wife as a Valentine’s Day present and wanted it delivered 2 days prior to Valentine’s Day, on February 12th, 2008. The order number was FNK2197585 and was placed on 2/10/08. The order arrived as scheduled and was deliveded by United Parcel to our front porch on an extremely cold day. The driver rang the doorbell and immediately departed, Fortunately my wife was home and immediately brought the package inside. However upon unpacking the carton, all of the lillies were apparently frost bitten and the roses were even wilted on the ends of each pedal. We anticipated the lillies might open which never happened and the roses only lasted until today, 2/16/08. I’m wondering just what your guarantee covers as I was extremely disappointed in the condition of the flowers and the length of time we had them. I tracked them from origin and apparently they were sent air freight from Miami, Florida which would account for possible mis-handling. Why an FTD Florist from this area wasn’t contracted to handle my order I don’t understand.
Please respond ASAP as to what remedy to this disappointment I may expect.
February 20th, 2008 at 12:02 pm
I ordered flowers on 2/12/08 with delivery on 2/13/08 as a Valentine’s Day gift for my elderly mother. They arrived promptly on 2/13/08 but not as it should have. First Fedex left them, according to their records with the doorman (my mother’s building does not have a doorman.)
I found out later that it was left with the porter who was nice enough to
bring it to my mother. Upon opening the box, the flowers were all wilted and the stems were broken. Besides the appearance, they looked
nothing like what I had ordered.
I immediately e-mailed FTD which I got the first automated response as above and nothing else of today which is 2/20/08.
I WILL NEVER ORDER FROM THEM AGAIN!!! It was a waste of my hard earned money.
May 12th, 2008 at 4:07 pm
FTD HAS NO CUSTOMER SERVICE, ONLY CUSTOMER DIS-SERVICE!
Since I do not have an order number, the florist would not give it to me, I waited on the telephone for almost 2 HOURS!! Then, there was a disconnect!
Eventually, I hope to get through to them, not that I have any faith that it will do any good!
I will NEVER RECOMMEND, NOR USE, AN FTD FLORIST! IT WILL BE SOMETHING BESIDES FLOWERS, THAT I send in the future. How about 1-800-FLOWERS?
This was such an important gift, from a son – now 51 – whose father kidnapped him to spite me, when he was 9! Parental kidnapping is the most common form of kidnapping, btw. After 24 years, I located him, but he was so brainwashed and full of doubt it has taken until the beginning of this year (his father long dead), for him to come to grips with reality (Parentlal alleniation The National Center for Missing & Exploited Children’s organation’s definition.)
Enough of the background, but this is why this Mother’s Day was so signifigant.
The florist would not give me the order number, so I could not make an on-line complaint!
Here’s the scoop…
Florist:
Lavender Garden/San Clemente Balloons
217 N El Camino Real – San Clemente, CA 92672 (949) 498-0306
POOR = NEAR DEAD FLOWERS! NO PHOTO FRAME! PERSONAL FROM NOTE FROM SENDER, ILLEGIBLE
When I FINALLY received a telephone response from my calls, the woman was RUDE, OFFENSIVE AND MADE ONE EXCUSE AFTER ANOTHER! SHE TOLD ME IT WAS TOO BAD I COULDN’T ENJOY THE FLOWERS I RECEIVED ON HER BUSIEST ORDER DAY!
THE ENTIRE CONVERSATION WAS ABOUT HER, AND SEEKING TO IMPOSE GUILT UPON ME.
SHE TOLD ME SHE HAD NO FRAME.
ALSO, SHE COULD NOT SEND ME A DUPLICATE OF MY NOTE!
WHEN I asked about the FTD telephone number, she said if I was computer literate, I could find it on the Internet!
Her entire demeanor was hostile! She was not interested in learning why I had sought to contact her business by telephone. Her ‘let me speak’ in a barking tone was her only attempted communication mode!
I want – & expect – the following:
fresh flowers,
a photo frame (which the florist said was a fifty cent frame and I shouldn’t care about it…can you imagine?!)
a hand-written message as given to FTC in Virginia, from the sender (who was my son).
I am totally amazed that I would be treated in such a rude manner, to which I responded in kind, I was so shocked and insulted!
This florist (and I have been a florist – in Sarasota, Florida), should in NO WAY REPRESENT FTD, nor be ‘on the loose’ – insensitive business person that she is – for other unaware potential customers!
I expect a prompt reply with your action status.
Thank you in advance.
NOTE: There was no order number on the card, and the florist would not give me one!
Florist:
Lavender Garden/San Clemente Balloons
217 N El Camino Real – San Clemente, CA 92672 (949) 498-0306
POOR = NEAR DEAD FLOWERS! NO PHOTO FRAME! PERSONAL FROM NOTE FROM SENDER, ILLEGIBLE
When I FINALLY received a telephone response from my calls, the woman was RUDE, OFFENSIVE AND MADE ONE EXCUSE AFTER ANOTHER! SHE TOLD ME IT WAS TOO BAD I COULDN’T ENJOY THE FLOWERS I RECEIVED ON HER BUSIEST ORDER DAY!
THE ENTIRE CONVERSATION WAS ABOUT HER, AND SEEKING TO IMPOSE GUILT UPON ME.
SHE TOLD ME SHE HAD NO FRAME.
ALSO, SHE COULD NOT SEND ME A DUPLICATE OF MY NOTE!
WHEN I asked about the FTD telephone number, she said if I was computer literate, I could find it on the Internet!
Her entire demeanor was hostile! She was not interested in learning why I had sought to contact her business by telephone. Her ‘let me speak’ in a barking tone was her only attempted communication mode!
I want – & expect – the following:
fresh flowers,
a photo frame (which the florist said was a fifty cent frame and I shouldn’t care about it…can you imagine?!)
a hand-written message as given to FTC in Virginia, from the sender (who was my son).
I am totally amazed that I would be treated in such a rude manner, to which I responded in kind, I was so shocked and insulted!
This florist (and I have been a florist – in Sarasota, Florida), should in NO WAY REPRESENT FTD, nor be ‘on the loose’ – insensitive business person that she is – for other unaware potential customers!
I expect a prompt reply with your action status.
Thank you in advance.
NOTE: There was no order number on the card, and the florist would not give me one!
May 6th, 2009 at 9:15 pm
Hey guys, that’s nothing…you ought to be a florist working for these idiots to really see what a huge rip off they are. They not only take advantage of you, the customers but they are a huge rip off to florists who actually make and deliver the arrangements for pennys and then get a bad rap when it’s all said and done. Ftd is the biggest rip off I’ve ever seen, just be thankful you only lost the price of a bouquet, we’ve been taken for thousands of dollars over the point of sale computer system. We paid over 12,000 dollars and they sold us a system that is out of date and only worth a couple of thousand if we are lucky….you could have bought the exact same system from hp for only 5,000 brand new….now that is a ripoff. And since we no longer do business with them they are sending us a balloon payment for the remaining 10,000. We can’t even sell the system for a fraction of what we owe on it…So yes the burn the consumers but they make the big bucks off of innocent people trying to start a floral business. Anyone know a good layer?
December 28th, 2009 at 9:57 pm
I am unable to retrieve my password after several requests- 5 days
and I have found out that one customer did not get the flowers
I have used this service alot and spent alot but when I call the
cust0mer service they say we will look for a tel number to help you
and then say we can’t find it
I need to have a link or return to my numerous emails asking for help
to get my password
why are you unable to do this?
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