RE: Valentine's Day flowers not received - www.ftd.com

To whom it may concern,

I recently ordered roses to be delivered to my girlfriend at her place of work from FTD.com. The order was placed online on 2/12/06 and paid but credit card. The order was to be delivered on 2/14/06 as stated in the confirmation email that I received from FTD. $83.98, including a service charge of $13.99 was charged to my account immediately.

After my girlfriend left her place of work at approximately 5:00 pm on 2/14 without delivery of the roses, I attempted to cancel my order online. I received an automated email from FTD stating that my order was in the process of being delivered thus could not be canceled. Neither myself or my girlfriend received a phone call to notify that delivery was attempted. FTD had asked for both phone numbers on the online order form.

After my girlfriend completed her next workday at 5:00pm on 2/15, the roses were still not delivered. Again, there was no phone contact by FTD to confirm that delivery had been attempted by a florist. I again contacted FTD via its online delivery confirmation form and shortly received an automated response which stated that I would be contacted within 48 hours. I followed up yet again with another online communication which has also been ignored.

Concurrent with online communication, I also attempted contact with FTD by phone at the number posted (1-800-SEND-FTD) on FTD's website. Several attempts resulted in a busy signal after following the appropriate menus. The few times I did not receive a busy signal resulted in being put on hold before I could even speak to someone regarding this problem. On the average I was on hold for about 30-40 minutes before I had to end the call due to personal obligations. I simply do not have the time to be on hold that long.

As for 2/18/06 at 11:00 pm, FTD has not attempted any contact other than the previously noted automated responses via email and thus has not resolved this problem. The roses are yet to be delivered and the $83.98 has not been refunded.

FTD and its website FTD.com are obviously not up to handling a holiday rush such as Valentine's Day and are very lacking in the customer service department. There is no excuse whatsoever for the manner in which the have conducted business and I have serious doubt as to whether they value their customers. I will not be a future customer and will strongly recommend that others do the same.

Michael J. Rosamilia