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JustFlowers.com / refused to honor guaranteed delivery

1 United States Review updated:

father died a little over one month ago. I am my mother's only child and her only support system. She is living alone about 2000 miles away. Try as I might, I was not able to travel to her home to spend Mother's Day with her. Thus, this Mother's Day my mom would not only be grieving the loss of her husband but be spending the day alone.

I decided to try to cheer her up a bit and send her a bouquet of flowers. I ordered the flowers on the Tuesday before Mother's Day and requested that the flowers be delivered on Friday. I did this so if there were any problems with the delivery that there would be an additional day available to correct the problem and get the flowers delivered.

The flowers were not delivered on Friday as scheduled. I received no notice from FTD that they did not fulfill the order as promised.

I find out on Saturday that no flowers have been delivered to my mother. I call FTD.com and stay on hold for 35 minutes. While on hold I listen to a message over and over again telling me that it is not too late to get flowers delivered for Mother's Day, they can deliver on Sunday, etc, etc, etc. When I finally get someone to answer the phone the FTD person tells me that my mother’s flowers are "scheduled to be delivered". And that's all she says. I inform her that it is already getting fairly late where my mother lives and “Dale” (the “customer service” person with FTD) says that she knows this and that my mother’s flowers will get to her “sometime next week”.

I explain to Dale that this is not acceptable and that FTD needs to make this right and get flowers to my mother for Mother’s Day. Dale refuses. I inform Dale that this issue needs to be resolved, I explained to Dale the circumstances regarding my father’s death, etc and Dale states “don’t get no attitude with me”. I had not had any attitude, had not raised my voice, I had simply stated that I required that this issue be resolved.

I asked to speak with Dale’s supervisor. She argued with me for over five minutes and then finally put me on hold for another 10 minutes. Then Tiffany the supervisor picked up and said that there was nothing that FTD.com “is willing to do” to resolve this situation. Tiffany said that “all florists nationwide are working tomorrow” and that she will try to get someone to deliver. I explain to Tiffany that my mother lives in the bible belt. Florists there do not work on Sundays no matter what day it is.

Tiffany informed me that I did not know what I was talking about and continued to tell me that this was not FTD’s fault, it was the fault of the people who were supposed to “mail” the flowers. I informed Tiffany that I did not order flowers that would be several days old after being “mailed”, I ordered “fresh” flowers for my mother. Tiffany then stated that she would refund my money and that I could just “figure out something” myself as to how to get my mother some flowers for Mother’s Day. I asked to speak with Tiffany’s supervisor and she said no.

At this point I was so upset I had to let my husband continue with the conversation because I was in tears.

My husband then began to speak with Tiffany who told him that she could find a florist to get flowers delivered to my mother. She makes an attempt and then comes back and tells him that no florists are open for deliveries in my mother’s area. This is the same thing I had already said to her but she never bothered to apologize for arguing with me about this. Tiffany then states that she is authorized to do nothing but refund our money. My husband asks to speak with Tiffany’s supervisor.

First Tiffany states that she is the only supervisor in the building. Then she states that no supervisor can do anything more than she can. Then Tiffany says she doesn’t have a supervisor. Suddenly she puts my husband on hold and miraculously her supervisor, a person named Vicki Morgan, is on the phone.

Vicki makes an attempt to help but says that there is no way for them to process an order to get to my mother in time for Mother’s Day. Vicki states that although their own recording states that you can order flowers still, that the recording is not true. Vicki also states that this is all our fault because if I had read the description of the item I chose for my mother that it clearly stated that the flowers were not being handled by FTD, they were being mailed by someone else and that if I wanted a guarantee that the flowers would be there on time I should have chosen something that FTD handles themselves. Vicki states there is a clear warning about this

Here’s the link to the item:

http://www.ftd.com/528/catalog/product.epl?product_id=FU18

I don’t see a clear warning that these items will not arrive by mother’s day. I don’t see a notice that we shouldn’t order these tulips if we actually want our loved one to receive the item on time.

Moving on….

Vicki comes up with a plan that she SWEARS will work. She states that FTD.com and JustFlowers.com are actually affiliates and part of the same company. She states that if we will let her cancel our FTD order that we can call Just Flowers and that they GUARANTEE delivery for Mother’s Day. Vicki states that Just Flowers is the ONLY way we can get the flowers to my mother.

We are very nervous about this idea. Vicki states that she won’t call over to Just Flowers, she won’t take care of it herself, that we have to take care of it. Without any other choice, we decide to go to Just Flowers. Vicki gives us a number to contact her directly if there are any problems, states that she will be available on Sunday if there is a problem and assures us that delivery with Just Flowers is GUARANTEED.

We call Just Flowers and speak with John Long. John gives us a little different story than Vicki did but he does assist us. John states that Just Flowers cannot guarantee a delivery time but does guarantee a delivery DAY. He tells us that any arrangement we order will be guaranteed to be delivered on Sunday, May 13, 2007.

We start placing our order and realized that FTD’s solution was for us to go to Just Flowers and pay twice as much for an arrangement. Regardless, we proceed. We make arrangements for flowers to be delivered to my mother. John Long GUARANTEES that the flowers will be there on Mother’s Day.

Sunday arrives and I speak to my mother. No flowers. We contact Just Flowers and speak with Ebony. She states that they called their florist in my mother’s area and left a message because the florist is closed today. NO one bothered to contact us by phone or email letting us know that they didn’t fully process the order. We explain the entire history of what has happened to Ebony. Ebony made it very clear that she was not the least bit concerned over what had happened. She simply stated that she would refund $10.00 off of our purchase price and they would “guarantee” they’d deliver the flowers tomorrow. Or she said she’d give us a refund and leave us high and dry when it comes to getting flowers to my mother for Mother’s Day. That was it. No flowers, No apology, no apology bouquet. Nothing. We asked to speak with Ebony’s supervisor.

Ebony said her supervisor wasn’t in. Then Ebony said her supervisor wasn’t available. Then she said she’d have her supervisor call us “whenever they are available”. Then she said that her supervisor was there but couldn’t come to the phone. My husband informed her that he would like to be put on hold and wait for her supervisor. (Note the chain of lies. Supervisor goes from “not in the building” to “not coming to the phone”.) Ebony put my husband on hold but never got her supervisor.

My husband calls back to Just Flowers and speaks with Christina. Christina was the only person working on Mother’s Day who was polite, told the truth and did exactly what we asked. As soon as she picked up my husband asked to speak with the supervisor and Christina got her on the phone.

Heidi, the supervisor, spoke with my husband at length. We told Heidi that we felt that after all we have been through with FTD and Just Flowers that a $10.00 off discount was not our idea of resolving the issue. Heidi stated that she could refund the money but she would not send an apology bouquet or an apology of any kind to my mother unless we paid in full (minus the offered 10 dollars) for the original botched order. Heidi was informed that we were guaranteed delivery and she stated that Just Flower’s policy is that delivery is NEVER guaranteed and that she cannot make up for an employee telling us something if that something was against their policy. She would take no responsibility for what John Long or Vicki Morgan had promised us because their promises were a violation of their company policy.

We asked to speak with Heidi’s manager. Heidi tried very hard to not have us speak to her manager but she did relent and state that she’d have him give us a call. The manager did eventually call. Danny Kaufman did eventually contact us at home and he stated that he was the “highest ranking customer service manager”. He stated that he had no supervisor himself. He was rude, would not resolve the issue and supported every single thing that Just Flowers and FTD.com had done in handling this situation. He refused to send an apology bouquet to my mother. He said he would rather write her a letter instead. We were not interested in my mother receiving a form letter from an individual who wasn’t even interested in correcting such a huge blunder. Also, we wanted my mother to receive flowers as her mother’s day gift, not a letter from a complete stranger. We declined his offer to write my mother a letter instead of sending her flowers. We asked repeatedly to speak with Danny Kaufman’s supervisor and was told over and over again that he did not have one.

My husband did ask Danny Kaufman why it was that he was willing to send my mother a note and not a bouquet. Was it because it would cost money to deliver flowers as a way of apologizing for messing up her flower order? Danny Kaufman stated “I’m not going to walk into that trap”.

So here we are with no flowers on Mother’s Day for my mother. We called Vicki Morgan back with FTD.com. She stated she would be available today if there was a problem. She’s not in and not returning any messages.

Eventually through our credit card company we should be able to get all of the monies refunded. Both FTD.com and Just Flowers were resistant to issuing refunds and Just Flowers refused until we went up a few rungs on the supervisor ladder. The issue here wasn’t the money, it was trying to get flowers to my newly widowed mother on mother’s day. Through this ordeal we never cussed at anyone, never called anyone names, never screamed. We were firm and steadfast in our resolve to get flowers to my mother for mother’s day.

In return, we were repeatedly lied to, we were argued with, I was called a name by one of the FTD staffers (Dale) and I was insulted by Tiffany. We endured much verbal and emotional abuse all because 2 floral companies (who are obviously part of the same company) wanted to take money for flowers that they did not intend to deliver.

The irony of this whole situation is that floral companies are successful because they offer the product of sentimentality. Sending flowers as a way of expressing the sentiment of love, appreciation, apology, and caring. Yet, these same floral companies expressed no sympathy or empathy over our situation and were not willing to use their own product to express the sentiment of how deeply they regretted the mistakes that took place. They advertise for you to send flowers as a way of saying “I’m sorry” but feel that it is an unnecessary step when they are the one who has committed the offense. We were more interested in their sentiment than we were in their refunds or 10 dollar discounts.

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Comments

  • Ma
      17th of May, 2007
    0 Votes

    My husband and I placed order for Mother's Day delivery. When we heard from his mother in California, she advised us that the arrangement was broken. She called JustFlowers and was told they would send a replacement, so we kind of put the issue on back burner. Received email from her 5/16/2007, stating that she called again and was told that the last person was wrong, that we would have to call for replacement. I spent two hours on hold or waiting, spoke to five different people today. First person, which took almost 1.5 hours, could not find the order. He had all the appropriate information, recipient and sender. I had deleted the email with the order number, as I had heard initially it was delivered. Needless to say, I called four different numbers. Finally spoke to a wonderful temp by the name of Joylene who found the order in 3 minutes, no less. She said the replacement was in the process of being shipped. I then emailed them to compliment Joylene and to relay the problems I had getting resolution, waiting, on hold, or phones not being picked up. Got a very rude response from someone in Customer Service, saying if I gave my husband's card info (which is same account number, only different name, and that is whose card we used) that it would be very hard to track, as they had thousands of orders. I called, spoke with Joylene's supervisor, Heidi, who forwarded my call to complain about his terse email (unsigned, unnamed, no contact number). Waited almost ten minutes, left message with Danny. I have not heard back by phone or by email.

    I will NEVER order from JustFlowers again.

    No thank you for the compliment or apology for the hassle, just a very terse, rude and negative one line email from someone not polite enough to give their name or customer rep number.

    Very, very disappointed.

  • St
      6th of Jul, 2007
    0 Votes

    I just had the worst customer service experience of my entire life with Justflowers.com in dealing with their manager Danny. I am a manager of customer service myself and have never ever been treated this way before. I was rational and calm, never swore and Danny did nothing to resolve my complaint other than hang up on me. I had placed an order for delivery at 8am est time to be delivered same day. After several calls to find out the status, the next day I was told there was a technical glitch and the order was not sent. Danny offered me nothing, I was told it would go out that day. later on in the day the order had still not gone to the florist and danny offered no apology for it. I wanted the order canceled and the difference in exchange rate from canadian to u.s dollars. Danny just hung up on me. As of now I don't have an owners name, nor do i have any confirmation that my charges will be reversed for something that I never received. I warn anyone ordering from Justflowers.com that they are not what they appear and the customer service, wait times and process are left to be desired.

  • Ro
      14th of Feb, 2008
    0 Votes

    I was treated the same way. No phone call, no e-mail, nothing. I am trying to cancel my order through Mastercard.

  • Na
      7th of Jul, 2008
    0 Votes

    Long story short---I ordered a Sympathy Bouquet for dear friends who lost a brother and uncle. It was on Saturday, 7/5/08. I was given a 6pm delivery time. The flowers were not delivered. I was told that it was a holiday weekend and that floral shops were closed. I said that Friday 7/4 was a holiday but that shops were open on Saturday, a big business day.I was told they would be delivered Sunday. It didn't happen. I called JustFlowers.com this afternoon and was told the flowers were scheduled to be delivered today, 2 days later than scheduled. They weren't delivered.
    I will never do business with this company again! My husband said that the best way to send flowers is to go directly to a local florist shop in the town to which the flowers are being sent--then they are held accountable and less likely to disappoint!
    He did this and had no problems!!

  • Sh
      10th of Nov, 2008
    0 Votes

    Long story short, I ordered flowers for Mother's Day for my sister who is far from home at a hospital with her terminally ill boys. The flowers have never been delivered, but my credit card was already hit for the full amount. I was told they couldn't get through the security gate at the hospital, but just found out yesterday that's not possible. There is a check in procedure, but everyone is allowed in after that procedure.

    Now, in November, she is coming home. Maybe I can find a local company here to give her flowers when she gets home!

  • Sh
      10th of Nov, 2008
    0 Votes

    (The above comment was also about JustFlowers.com.)

  • Sr
      29th of Aug, 2009
    0 Votes

    I ordered a funeral spray several days before the funeral for my mother, through Justflowers.com They said there would be no problem getting the flowers. She lived in a highly populated area with tons of flower shops and the service was at a large well-known church. The funeral was yesteday, with the viewing at 10 AM. At 9:11 AM the local florist, whose accent was so thick that I could not really understand her or get the name of the local shop, told me they did not have any flowers and could not deliver them. Justflowers called a couple minutes later and offered to "send something to the house". I told them I needed the flowers for the funeral, not something for the house which was an hour away and pointless. I called my brother, who lives in the area and he gave me the name of a local florist. I arrived there at 9:19 AM, told them the horrible story, and in 20 minutes Dominic Graziano Flowers of Warrington PA has flowers delivered to the church. They were incredibly beautiful and I will forever be grateful to this very kind and gracious florist who literally performed a miracle for my mother's funeral.
    As a post script, Justflowers called the funeral home today, the day AFTER the funeral and asked if they could make the delivery. I don't know what planet they are from, but the insensitivity of that response simply added to the pain of the failure to deliver the flowers that were ordered for the funeral.

    They CLAIM now, in an e-mail, that it will take 4 days to cancel the charge on the credit card. We are considering filing a complaint with the Federal Trade Commission and perhaps discuss this with the Internet Crime Commission. Justflowers claimed the local company would not deliver the flowers "for the money they were offered". This is a contract and it should have been honored. If they could not do it, they should not offer the service.

  • Ma
      23rd of Oct, 2009
    0 Votes

    I feel the same way. Bad customer service. You get put on hold alot. The person you get to speak with sounds like the same person over and over again but she is using different names it seems. They dont like to turn you over to a manager when you request one. They over charged me and i still havent go a refund. Another thing is you cant hardly understand them, they are so broken in english.I will never ever buy from them because of how they handled what shouldve been a simple procedure.

  • Lo
      2nd of Nov, 2009
    0 Votes

    I'm glad I checked this site before ordering from Justflowers.com. I cancelled before hitting submit and mapquested an award-winning local florist near the funeral home. Using their website and 1-800 number I ordered an arrangement with no price mark-ups attached for processing. It's easy to shop local on the web - I'll be doing this from now on.

  • Wh
      9th of Dec, 2009
    0 Votes

    I ordered from them and what a joke. the flowers died in three days, they said they would deliver the next day, nothing, then the next day, nothing. Again, today I called and got the run around.
    I would never use this company again. I have used proflowers for years and it has been great. these people charged me $70 for flowers Krogers wouldn't even sell..

  • Lw
      3rd of Feb, 2010
    0 Votes

    I placed an order this morning for flowers for my mother's birthday. Guaranteed delivery by 1pm. No delivery. I have been on the telephone with 3 different service reps/supervisors who, due to complete insensitivity and unwillingness to listen, got my blood boiling to the point that I was literally yelling at them over the phone. Finally a lady named Tiffany assured me the order would be delivered by 6pm.

    At 5:00 pm, they called me to tell me the flowers wouldn't be delivered (gee, should I be surprised?) I ask for my money back, get offered a $10 rebate and a later delivery date. I explain that because of them, my mother will not get a birthday gift. Talk to another person, same thing. Finally get so mad I demand to talk to someone who can give my money back. While on hold, I found all the complaints listed above. So when "Angel" finally took me off hold I told her all about the complaints I had just found on the internet, told her I was not going to continue going in circles with someone like all of the others who have made their complaints public, and then said "I want to speak with someone who can return my money NOW". She verified my e-mail address and told me I would receive confirmation of the payment cancellation. End of conversation. Now let's see if I get my money back.

    NEVER, EVER order flowers from these people. If I can help with an FTC complaint or even better, a lawsuit, please post how to contact the appropriate person!

  • Su
      13th of Feb, 2010
    0 Votes

    Save your selves alot of hassle and money, google or mapquest a LOCAL florist in the area you want to send flowers. You will recive friendly service and will get more for your money. Any of these "order gatherers" will add a service charge, delivery charge, and anything else they can think off, and then send the order to a local florist anyway. The florist recives the order for the amount of the bouquet ordered, they DO NOT get the delivery charge, or the "handling fee" . The local florist then has to subtract their delivery fee OUT of your order, so your $45 arrangement is now a $37 arrangement, or less depending on the florists delivery charge. No wonder the arrangement looks smaller or "skimpy" compared to the picture you saw when ordering. Remember too, in the pictures, ALL the flowers in the arrangement are in the FRONT to make the arrangement look even fuller. If a florist followered the picture exactly your arrangement would be empty in the back. Just a bit of advice from a one time florist.

  • Un
      11th of May, 2011
    0 Votes

    I placed an order on 7 May 2011 with JUSTFLOWERS.COM after the company I had origianally placed an order with informed me that they would not be able to deliver. JUSTFLOWERS.COM accepted the order for 8 May 2011. On 9 May 2011 at 8:08 PM I received an email from JUSTFLOWERS.COM stating that they were not able to deliver and would deliver on 10 May 2011. I called JUSTFLOWERS.COM 5-6 times attempting to cancel and the automated customer support system hung up on me after wating 5 minutes for a representative. Prior to hangning up the recording suggested that I submit my question to thier web site which only offered options to change the delivery date. I then sent an email to JUSTFLOWERS.COM to cancel the order for non-performance. After checking my email on 10 May 2011 i did not find an acknowledgement of my request to cancel the order and called JUSTFLOWERS.COM. The representative explanined that they had canceled my order and would reverse the credit card charge in 1-4 business days. my recommendation is to stay away from JUSTFLOWERS.COM.
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