FTD.COM APOLOGIES (Order Number:C1002187968)

I'm so very upset with the service of FTD. If you cannot help me, please forward to a supervisor above Michelle. Here's the chronological list of events.

I ordered flowers on Monday, April 9 to be delivered on Thursday, April 12.

On Friday, April 13, my friends said they received the flowers but thought I might be disappointed in them and sent me a photo. I was very upset with what was sent to my friends and I called the Customer Compliant on Friday, April 13. I emailed the photos for comparison and you agreed that the flowers were, in your words, "crappy." They were very poorly arranged and did not contain the flowers as shown in the web photo.

I did not hear anything so emailed my complaint again on Tuesday, April 17. I didn't hear anything again so on Thursday, April 19 I called. I was then told it was too late to pick up the flowers (not my fault no one responded sooner than 7 days). What they would do is send a new arrangement and give me 20% off.

Friday, April 27, (8 days later!!!!) my friends still had not received a new arrangement. That is completely unacceptable. If the florist was not able to get a new arrangement out within a few days, a different florist should have been contacted. I don't care if his flower shipment didn't arrive, the satisfaction of the customer should have been first and foremost, especially by this time since the first arrangement was completely unsatisfactory.

I called April 27 asking for a supervisor and spoke with Michelle, who was not helpful at all. I was told it was too late (that was not my fault. Someone should have contacted me right away. How convenient it was more than 7 days later). I asked for a full refund and she refused saying I had agreed to a reshipment of an arrangement and 20% off. I said I had agreed to that, but did not agree that a new arrangement would take a full week to be resent! I was told the florist had to wait for his flowers...in the meantime my friends did not receive their arrangement until late Friday! A full 14 days after the original complaint!

The arrangement did arrive, and it was as bad, if not worse than the first. Here are the photographs. The photo with the yellow background is what the arrangement looks like on your website. The new arrangement on the left in the second photo; original arrangement is on the right. That’s what I get for $60 through FTD! Just outrageous! I cannot stress how upset I am with the service from FTD.

Do you really think this is satisfactory service? Your website and advertising says 100% guarantee. I am 100% unsatisfied with FTD and the florist, Rayner's Flower shop at 117 W Wisconsin Ave, Oconomowoc, WI 53066.

At this time I will file a complaint with the Better Business Bureau on FTD and Rayner’s.

Diane Zuehlsdorf

262-780-1821

-----Original Message-----

From: Email User [mailto:Email User]

Sent: Thursday, April 19, 2007 12:52 PM

To: Email User

Subject: FTD.COM APOLOGIES (Order Number:C1002187968)

Thank you for your recent purchase from FTD.COM for LOWELL & CINDY ARGUE.

A new delivery of flowers will be sent to your recipient next week. Also a 20% discount has been applied for the late delivery.

Please take advantage of our website

We're sorry that your experience was less than satisfactory. FTD.COM strives

to provide you with the very finest service. Let us assure you that your

experience is not typical, and that all your future orders will be filled with

the special care and attention that they deserve.

Thank you for shopping with FTD.COM.

Sincerely,

Nancy

http://custserv.ftd.com

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