Ftd.com
Flowers not delivered for mother's day although ordered two weeks in advance, card charged despite that, vendor completely unresponsive

On April 25, I ordered flowers for Mother's Day to be Delivered Friday, May 9. On Monday, May 12, I checked the FTD website to make sure that that indicated that the flower were delivered, and it indicated that the flowers had been delivered. My credit card had been charged as well. Meantime, I found out that no flowers had been delivered to my mother, so I called FTD, and was told that they had sent the order to all 6 florists in the area and all had declined to accept the order. I asked why, if that was the case (since I had placed this order two weeks in advance), I had not been notified that the flowers would not be delivered as promised, and furthermore why my card had been charged. After a long and meaningless story, the customer service representative told me that 'the best they could do' was to refund my credit card. I responded that since no services had been provided, and since I was not informed that my mother would be receiving no flowers for mothers day and since I was charged anyway, that was certainly NOT the least they could do, and that they should deliver the flowers for free AND refund the erroneous charges to my credit card. After a long wait, the customer service rep offered to deliver the flowers for 20% off. I told the rep that completely failing to honor an order placed far in advance and not informing me that that was their intent was a huge problem for me, and that was not sufficient. I asked to speak to the customer service rep's supervisor. After a long wait, the customer service rep returned and informed me that the best they could do was offer me 40% off for the order they had already charged me for and not delivered at all, and that delivering a mothers day order after mothers day was unacceptable and not at all what I had in mind.

And I still have not received a refund on my credit card.

This is a completely ridiculous reaction to a horrible business faux pas. I am going to tell this story to everyone I know and post this story on every bad-customer-service website I can find, to hopefully save others from this sort of mistreatment.

Company: Ftd.com
Country: USA
Site: www.ftd.com

  <     >