Avasflowers Customer Care Reviews and Complaints
Avasflowers - Ava's Flowers - 5 days late, still not here. Horrible customer support!
Here is my letter I sent Ava's Flowers...
I am trying to locate and contact the owner of Ava’s Flowers regarding the incredibly horrible service I have received with your company. Let me give you a brief rundown of the situation.
-Boyfriend Jon makes an online order from Ava’s Flowers.com (#xxx) at 10:33 am (Mountain Standard Time) for a delivery of a gift basket to myself, in San Clemente, Ca. He chose Ava’s Flowers after goggling a local florist that could deliver same day to my house.
-Online your company stated, that items which could NOT be delivered Friday were not allowed to be requested for purchase (meaning the option was not available). The option Jon chose stated it was available for delivery on that same day, Friday.
-Confirmation email received by Jon with a special note to please call my cell if I wasn’t home, as Jon was very interested in my being there to receive the surprise for our special occasion.. He made the order early enough to be assured I would receive it that day.
-I was happy to wait for my delivery at my home until it came. He was told by your company it would be delivered by 4-5pm, so after that time came and went I contacted Jon letting him know it hadn’t been delivered.
-The delivery obviously not having been made, your company called him and apologized and said it would be delivered first thing on Saturday morning. Jon knowing I would not be home in the early morning to receive the delivery asked if it could be delivered later around 4pm. Your representatives said of course, no problem. Jon also received an email after the call your company made that an upgrade would be given to compensate for the delay, along with 15% off his next order (as if we would EVER use your company again??)
-In the meantime, Saturday morning Jon received an email about his satisfaction regarding the delivery that had been made to me. “Seeing as how we take customer satisfaction as seriously as we take anything else around here (bad bad allusion…now we all know the lack of seriousness your company takes ‘around here’) we’re just checking to see how your experience with us has been so far.” Obviously your records are incorrect and need some re wording and help in organizing when to send these follow up emails out. Jon responded to this email that he was dissatisfied and your company said, “Our caring staff will be in touch shortly to fix this problem.” Your company has never contacted Jon.
-For Saturdays expected delivery, I changed my plans and went out of my way to go home to receive the delivery, as I didn’t want to disappoint, my boyfriend, by not being home, after the kind gesture he had made for me. Keep in mind; the special occasion this delivery was meant for had now already passed…which kind of defeats the whole purpose of your “Celebrating Special Times” with your product.
-Saturday, I did not receive the flowers. Three times throughout the day Jon called your company and was told it was on the truck. I waited from 3 pm till 8 pm for the delivery. Jon then called your company at 8pm and was assured that the delivery was in fact on the truck and now on it’s way to my home. So, I waited again…. the delivery never came. Finally at midnight, I went to bed.
-Sunday morning Jon called your company and was then told by an operator, at a call center, who had zero ability to actually help or even understand, that the delivery would now be made on Tuesday???? Tuesday had never been mentioned prior. He shared this information with me; I was irritated and made a call to your company myself. I reached the same unhelpful call center lady and was told the same thing. This is also the time that I learned that Ava’s flowers was actually not a store that I could go visit and speak to a manager. Ava’s is NOT a local florist, although they came up on the search engine as a local service for San Clemente, Ca.
- Deciding this was a battle that was already exhausting and with a very busy personal life I decided to leave the issue alone and happily receive my delivery from my caring boyfriend early Tuesday morning.
Well it is now 12:44 in California and I still have no delivery! By 11:30 I was so irritated for the need to stay home for this supposed delivery that I called your company. I was interested in talking to a supervisor, manager, or anyone that could actually fix this problem. I spoke with Aida for 28 minutes.
Throughout that call I learned that my delivery was “on the truck.” Well obviously your word means nothing to me by now and I asked to speak to a supervisor. She told me Stephanie was “really busy with things” and would call me back. This being an obvious unacceptable “customer service” response I asked Aida to please find someone for me to talk to. At first I was willing to receive the call back and asked Aida if I could have her employee number or Stephanie’s in the case I wasn’t called back. She said it was a small company and to just ask for her. I questioned the validity of her statement because while placed on hold (six times) I listened to your companies advertising of being, “the greatest flower company in the nation” and “family owned and operated” “dedicated” to great service et.
I realized I wasn’t going to have any ability to speak with Aida again, and for all I knew she wasn’t asking Stephanie more than once to speak with me. I have worked in many positions and the proper training of each position has always trained on proper customer service and the protocol for an unhappy customer. What in the world is the purpose of a manager if they are not there to help the technicians they supervise? What exactly do your managers do? They are certainly not helping to resolve any concerns. I asked Aida the name of the owner of the company; at first she just told me it was Ava. She did not know the last name or of any way to contact any supervisor of any sort.
At this point, I am furious with your company and your policies and your lack of respect for your customers. Eventually I was hung up on. And you and I both KNOW that is what happened. There is no accident in being disconnected here! In awe at the audacity of Aida or perhaps even Stephanie, the unfit and unhelpful manager you have regretfully employed, to hang up on me, I immediately called back. I attempted to get a hold of the operator; seeing that Aida told me it would be easy to speak with her again in your “small” company and “few” people that work there. After being on hold for 10 minutes, again the phone call was disconnected.
Stephanie has still not called me back, and I still do not have my “priority” delivery. I hope you take the time to listen to the recorded call that Aida and I had. For your reference in locating the tape, the call began at 11:23 am and lasted 28 minutes. (Pacific Standard Time) After all I was told on the automated phone system that my call may be monitored for help in training and customer service improvements.
How unfortunate that over a $65 order your company has caused so much inconvenience. I have just taken more of my time today to write this complaint. I told Aida that I was so infuriated with the lack of care and respect that Ava’s Flowers has shown to myself and to Jon, that I would be contacting an attorney. I was surprised that Stephanie did not feel the need to address the situation. How easily this could have been resolved with some true empathy, a full refund, an on time delivery, and compensation for the unnecessary punitive damages you have caused to us both.
If I am not contacted within the hour, I will be forced to contact my lawyer. I will begin sharing this information with the Better Business Bureau and do all that I can to ensure other potential customers do not have this sort of a nightmarish headache over a $65 delivery. It is now the 5th day I have waited for my doorbell to ring so that I can “Celebrate that Special Time” with my boyfriend who is miles away.
Avasflowers - Simply Put...Unbelievable
Worst customer service and business I have simply EVER dealt with. I still can't believe what Avas Flowers has put me through and how they handled my transaction.
I placed an order through avas flowers a week before I wanted them to be delivered, on September 3, 2013. I live in Pittsburgh and I wanted them to be delivered to Virginia. They were going to an ex-girlfriend of mine (only reason we had broken up is because she had to move 6 hours away to start a new career). The day I had asked them to be delivered was her birthday, and also her first official day of her new career with her students, a school teacher, so it was a big day for her.
I asked for them to be delivered after 5 PM for when she got home. At around 1 PM, on that day, I had received a call from Avas Flowers saying that my flowers could not be delivered, and that they could either give me a store credit, or deliver them later in the week. I explained to them the importance and why I wanted them to be delivered that day, and after 30 minutes on the phone with the gentleman, he finally explained the only reason they could not be delivered was because they simply did not have the correct flowers to make the bouquet. I explained to him I do not care what bouquet she gets, I just want her to get something, so she knows that I was thinking about her.
He said he would see if he could find something else, and told me he would call me back. About an hour later, he called me back, saying that he had found something, but it would cost me an extra 20 dollars. I was pretty upset about the extra cost, being that the website says guaranteed delivery, and it was they're fault anyways, but, I really wanted the flowers delivered, so I paid, adding to the already high 70 dollar bill. The gentleman also personally guaranteed that the flowers would be delivered.
Two days later, on Thursday, I spoke to her, and after a 2 hour conversation on the phone, I asked her if she like her flowers. She responded with "what flowers?". I immediately called Avas they found out that the flowers were still at the shop in Virginia. I simply said, I need the flowers there immediately, and was pretty upset, but did not ask for a refund or anything in return.
Again, the representative personally guaranteed me that she would oversee that the flowers get delivered that night. About an hour after that, I got a call from my ex and she said that she had gotten a voice mail saying that the flowers were gonna be delivered the next day, so much for the guarantee about that night, but at that point, I did not care, as long as they were delivered, and of course, they weren't. The next night, Friday, I called again, very furious, asking why my flowers have not been delivered. The rep said she was not sure, I asked to speak to a manager, and her response was "all of our managers are on other calls at the moment, but I can put you on a call back list and they will call you back, if not tonight, first thing in the morning".
I said ok, The next day, I had not received a call by 1 PM, so I called. The rep pulled up my account, and said there is a manager available, I will transfer you, I was immediately disconnected. I called right back, asked for the rep I was speaking to previously, after being on hold for 20 minutes, she picked up and said sorry, all our managers are busy at the moment and put me on hold again. Shorty after, a man picked up the line and said he was another rep.
He explained to me that my account had been refunded in the amount of my order and to have a nice day. I explained to him that I want to speak to a manager about my experience, and he said that he could put me on a call back list, but he couldn't guarantee that I would get a call back, being that I had already been taken care of. At this point, I was very upset, telling the rep that I have not been taken care of and you guys had promised me delivery of these flowers several times and had failed on every attempt. I asked him to put an asterisk in the notes, and to say "please be sure to call back".
He said he would not do that, because I had been taken care of. By far the worst customer service I have EVER seen or even heard of, simply unbelievable. I will never use this company ever again and I know several other people, that have used Avas Flowers in the past, that have already told me they would not use them every again after hearing what they put me through.
I should have done more research before placing the order, and I would have seen how many negative reviews there are about them all over the internet and can now see why they are not BBB certified. I strongly recommend you avoid this company.
Avasflowers - Worst customer service ever, rip off company!
I order flowers to be deliver Saturday before Mother's Day. I call them 4 days later because there were still no flowers.
They said they ran out of flowers for Mother's Day. I say " O.K.1 day maybe even 2 days I could understand, but this is 4 days after the delivery date and the flowers still aren't there, I would like a refund." They said no refunds your order is already being processed. Basically they take all the orders they can get, knowing all along they cannot fulfill them, in even close to a timely manner. They won't compensate for the lack of ethics.
The customer is left with the shaft. They don't seem to care at all about customer service.
Avasflowers - Bait and switch on Mother's day/No customer service
I ordered flowers for Mother's day online at the Avas website and paid almost 40 dollars in shipping and "handling" fees to ensure the flowers were delivered on the Saturday before mother’s day as Avas did not provide the option to deliver on Sunday. I had selected them to try to support a local florist, as they claimed to be.
While online I double checked my order, the delivery dates and submitted it. I instantly received my confirmation email saw that they had a disclaimer that the flowers would be delivered either Monday or Tuesday. I immediately called the customer service number and explained that I had just paid for Saturday delivery, but in my confirmation the days were changed. I asked to have my order cancelled as I wasn’t going to pay for Saturday delivery and have my mom receive the flowers after Mother’s day.
When he tried to talk me out of it, I explained that I didn’t want to do business with a company that would pull such a switch. He apologized, said it wouldn’t be a problem and transferred me to billing. I waited on hold for about 3 minutes before someone answered and promptly hung up on me before I could say a word. I called immediately back, re-told my story and that I had been hung up on only to be told: We are sorry; we just processed your order and will not refund or cancel it.
I asked to speak to supervisors, managers, the owner… and was told they were all in meetings and unavailable. He said he didn’t know how to change the order, couldn’t process a cancelation without a manager and that it was against company policy to allow me to cancel it. He reassured me several times that the flowers would, in fact be delivered on Saturday as I paid for…even acknowledging that I paid the extra money for the service. After 10 minutes of arguing with him and begging to speak to anyone else…I hung up.
I called about an hour later and got the same story, no one could help, no manager or lead was available, Avas refused to cancel the order. I disputed the charge immediately with my credit card company...and they took care of it for me (as I indicated I would with the sales person…whose response was, if you wish to be unethical, I can’t stop you.). The flowers were delivered… on Monday around 6 PM while my mother was away (she was going to refuse the delivery)...in a beat up and smudged box. The flowers were wilted and there were fewer flowers than I had paid for.
So not only did they rip me off on the delivery, refuse to provide and customer service, argue with me and refused to cancel the order, they ripped off my mother too. Also, they claim to be a “local” florist – but all of my calls were answered by a call center and each person had an Indian accent.
Nice. Luckily, another florist delivered to my mom on Sunday and she loved those flowers.
Avasflowers - Delivered less than half the order
Update by user Mar 29, 2013
After many calls and emails an attempt to make this right was made and although valentines day was ruined a new delivery helped!
Original review posted by user Feb 26, 2013
Valentines day ruined!!!!!!!!!
For valentines day I ordered 20 birds of paradise from Avas Flowers. What a joke , not delivered on time, 7 were delivered of which 2 died the next day!
No customer support
I was even willing to pay for the 5 which she actually had!!!!!!!!!! Do not order anything from these people, just do not care about anything after the payment is made.
Have written the BBB, many complaints. Now will try face book , twitter or any other social network, trying to alert anyone else to the issues with this company, will try going through Visa next!
Avasflowers - Avas Flowers - No service and no care for their customers
I ordered a bouquet for valentines day to be sent to my distance girlfriend, what she received was borderline compost. She could not even tell what type of flowers they were.
I sent two emails and made three phone calls. I tried to get a new arrangement sent to my girlfriend, nothing has come. It has already been a week and now customer support is telling me there is nothing they can do for me.
I was robbed of my money which is a big deal to me as I am a full time college student who does not have a job because my time is occupied with school and an internship. Save yourself and never use avas flowers, it is a scam.
Avasflowers - Ava's Flowers
02/06/2013 :I ordered two bouquets of flowers from www.avasflowers.com on 2/6/13, to be delivered on 2/14/13. A total of $64.93 charged to my Mastercard. When placing the order, the website inquired about the desired time for delivery. I specified that the deliveries needed to be made by 4 p.m., since the flowers were being delivered to a school. The flowers were paid for, but never received. Here is what has transpired since then:
Correspondence from 2/14/13: I called Ava's Flowers three times, beginning at 5:00 p.m.1st time: I was on hold for 21 minutes. I was disconnected. 2nd time: I was on hold for 13 minutes. I spoke to someone who put me on hold for 24 minutes. They never returned. 3rd time: I was on hold for 17 minutes, then received an answering service who could not do anything but take my number. I was told that I would receive a call back. It never happened.
Correspondence from 2/15/13:I called four times. 1st time: I was disconnected. 2nd time: I was on hold for 18 minutes. 3rd time: I was on hold for 12 minutes, then I spoke to a customer service representative. I was put on hold for 18 more minutes, then disconnected.4th time: I was on hold for 21 minutes, then spoke to a customer service representative who took my name and number. 5th time: I was on hold for 9 minutes, then spoke to another customer service representative who hung up on me.
Correspondence from 2/18/13:2/18/13: I called today... 4 different times. 1st time: I was in the *** for 13 minutes. I spoke to Tyrone, who said he was putting me through to his manager. 8 minutes later, after the manager never answered, I was disconnected. 2nd time: I was put through to a female. She could barely spell or talk. She pretended to look for my order, but never found it. She put me on hold without even telling me she was putting me on hold. Eventually I was disconnected. 3rd time: I was in the *** for 4minutes before I was disconnected. 4th time: I spoke to Tyrone again (after being in the *** for 4 minutes). He has put me on hold. I have been on hold for 6 minutes. Update: I was disconnected after 8 minutes of being on hold.5th time: I was on hold for 13 minutes this time. I finally spoke to Sherry who is part of an answering service. She is the only individual who has been friendly and who genuinely appears to care about customer satisfaction. (Of course, she doesn’t work for Ava’s Flowers… she works for an answering service.) She read, out loud, her email to the "floral manager." (This floral manager must be ONE IMPORTANT PERSON to not have had time to visit with me over the past three business days that I have been calling. In fact he / she has never called me back, as I have been promised five times. What an important person this is.)6th time:Wow. This time, the phone rang for 12 minutes before Marciel answered. I guess everyone was on break. I held for another 4 minutes. I was disconnected. 7th time:I called, and was disconnected again. I was on hold for 11 minutes this time. 8th time:IAN answered this time, after being in the "***" for 6 minutes. He actually ACTED like he wanted to help. He put me on hold for 3 minutes. I was disconnected.9th time:Taylor answered. I was on hold for 12 minutes. Disconnected again.
Correspondence from 2/19/13:I called at 12:01:Serimah answered and placed me on hold for 8 minutes, until 12:09. I then spoke to Kristina who would not issue a refund. I asked to speak to her supervisor, and she wouldn't let me. She hung up on me.
I called at 12:14:Maria answered, and placed me on hold until 12:26. I was then disconnected.
I called at 12:26:I was placed on hold for 6 minutes. At 12:32, I spoke to Linda who is with the answering service. She advised me that the service has been SWAMPED with calls to Ava’s Flowers (which leads me to believe that customers are calling for the same reason I am.) She took my name and information and promised to forward this information to the person in charge, and I would receive a call. (Since I have been calling for three days, this is not true.)1:59 p.m:It reads (cut and pasted below):Hi Kristen,
We deeply value your relationship with us and are committed to provide you with the highest level of service. If you have further comments or questions regarding this matter, please call us at 877 638 3303.
From our Family to yours, we sincerely thank you for providing us the opportunity to serve you.
(877) 638-3303 Phonecontact@avasflowers.com
I called at 2:24 p.m.:Tina answered. I asked her the mailing address for Ava’s Flowers. She told me that there is no mailing address for them. She put me on hold and I was disconnected.
I called at 2:30 p.m.:Ian answered. I asked him for the mailing address for Ava’s Flowers. He forwarded me to an answering machine. I left a message to have someone call me back.
I called at 2:33 p.m.:Steve answered. He told me he doesn’t know the mailing address for Ava’s Flowers. He forwarded me to another answering machine.
Avasflowers - Beyond Irate - Ruined birthday
Ordered flowers for my sister's birthday since she lives in another state. Ava's flowers NEVER delivered the flowers!!
After sitting on hold for over 40 mins and talking with at least 7 different people, they couldn't tell me why they didn't get delivered! They ruined my sister's bday and almost wouldn't refund my money until I pretty much demanded it!! Customer service is horrible and the "dedicated" workers DO NOT CARE!!
Absolutely ridiculous company and I can't believe they have been in business for so long or are even still in business! DO NOT USE THIS COMPANY IF YOU WANT TO DELIVER FLOWERS TO SOMEONE YOU CARE ABOUT!!!