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FTD online / Didn't deliver as advertised, then didn't cancel and refund

1 Thornhill, Ontario, Canada

I had forgotten that it was Mother's Day back in Canada last Sunday, and so Saturday afternoon I searched through FTD for a florist that would deliver on Sunday. Took me a while, because a lot of the listings didn't specify delivery availability until check-out (which I went through several times).

Finally I found one that advertised same day delivery, 7 days a week, as long as orders were in before noon of that day. Well, this was the day before, so hurray for me, right? I gave them my mother-in-law's phone number as a contact. By 6pm that evening (EDT) they call to say they cannot deliver until Monday.

Sunday morning I tried calling them 3 times (they claim to have a 24hr number, but the answering machine conveniently doesn't work). This was 9am in the UK, so 4am their time. Finally I send an email marked urgent, and request both a delivery and read receipt - got the former, but not the latter, as you can choose not to acknowledge receipt. In the email I cancelled my order, specifying that I only paid their ridiculous surcharge for delivery because it was going to be delivered on Sunday. I could have paid half the price from half a dozen other local florists, both for the flowers and delivery, if i wanted delivery on Monday. I also sent a formal complaint to FTD online.

Now it is Tuesday, my mother tells me the flowers were delivered yesterday, and I have not heard a peep about my cancellation or complaint. They may be hoping that I will just go away and forget about it, but they are wrong. I didn't get what I paid for, and I even asked for it to be cancelled beforehand. I want a full refund!

Ca

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