Be Aware of FTD Substitution Policy

This week I ordered flowers for my wife from the FTD website for

Valentines day. When they were delivered they were not the red roses I

had ordered. Instead, they were peach roses. I contacted FTD to

complain and they pointed me to their Substitution policy which

indicates they reserve the right to substitute flowers and containers of

equal or greater value if they would otherwise have a problem delivering

them on time. They do not contact the customer to alert them when a

substitution will take place to allow them to reschedule delivery or

order a different product.

I was not aware of the substitution policy at the time I ordered, and

when I was directed to the policy it was behind a link on the product

page that I had to scroll down to see in my browser.

Admittedly, I messed up when ordering and did not realize that I had

requested same day delivery (I had ordered the flowers one week before

Valentine's day). Regardless, it would have been nice if they had

contacted me beforehand to alert me to the substitution.

I hope this information helps others to not make the same mistake I made.

Sean M. Paus