Complaints

This profile includes complaints for FTD, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FTD, LLC

  3113 Woodcreek Dr Downers Grove, IL 60515-5412

  
• 

  FTD, LLC

  5425 Beaumont Center Blvd Tampa, FL 33634-5261

• 

  FTD, LLC

  5425 Beaumont Center Blvd Tampa, FL 33634-5261

• 

  FTD.com, Inc.

  2402 Wildwood Ave Ste 200 Sherwood, AR 72120-5093

• 

  FTD.com

  2055 Cardinal Ave Medford, OR 97504-9746

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My two children have Anniversaries on August 31 and September 1. I ordered a different bouquet for each . The most expensive in each category. August 31 went to the wrong address.August 1 got a totally different bouquet and vase. After calling customer service., I was told they both will be delivered September 2. I was given a 20% percent credit back on each. Getting the flowers I ordered after the fact is upsetting. If my son hadnt sent me a picture of the flowers he got, I would have never known that he got a colorful bouquet in a red vase instead of the white bouquet in a clear vase. My daughter in law only likes white flowers . **************** said you can replace **********************. Yes white for white, not a different arrangement without my consent! In both cases fTD made my desire for flowers of my choosing delivered on or before their Anniversary not done as promised. The amount disputed is the two orders minus 20%. $194.30-$38.86 =$155.44

  

  Business Response

  Date: 09/04/2025

  Were so sorry to hear about your experience! Thank you for bringing this to our attention and for your feedback.  We have reviewed both orders along with the communication history and can see that a redelivery was offered on both orders with a partial discount, which was agreed upon.  The order for the Classic Ivory A Florist Original  was redelivered on 9/2, and a photo was provided by the florist at the time of delivery.  We have attached it for your viewing.  The other order that was apparently delivered to the incorrect address, for the Simple Charm Bouquet was redelivered on 9/3. Due to the agreement that was made for a redelivery to take place, we have issued a 50% refund off the merchandise cost on the first order.  For the order that completely missed the original delivery date due to arriving at the incorrect location, we have refunded in full.  Emails have been sent to the sender to confirm both refunds that have been issued.  

  Once again, we sincerely apologize for your experience.  We're so sorry to hear that what should have been a joyous occasion, turned out to be a disappointment. If you have any further questions or concerns, don't hesitate to reach out to FTD's customer service team so can assist. 

• Initial Complaint

  Date:08/29/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered flowers that were never delivered on time. I called FTD and they don't understand a word I am saying. Transferred 4 times and to no avail!!!!! I have asked for the florist number and again to no avail I want a full refund immediately so I can order from elsewhere. This is absolutely terrible customer service

  

  Business Response

  Date: 09/02/2025

  Were so sorry to hear about your experience! Thank you for bringing this to our attention and for your feedback. We have reviewed the order in question, and it was placed at approximately 11:50am on 8/29/2025, and scheduled for delivery to a home address on the same date.  Unfortunately, we do not guarantee delivery times if an order is being sent to a home address.  They can arrive anytime during the 9am - 8pm delivery window in the recipient's area. Delivery was completed at 3:36pm CST on 8/29.  If there was a quality issue or this order was not delivered at all on the date that was requested, we would be more than happy to revisit the request for a refund, however, it appears that the florist fulfilled the order during the timeframe they were allotted. 

  We apologize that we were unable to release the florist's phone number, however, our agents were following the privacy policy that states that they are unable to release any information regarding the member florist's name or contact information.

  We have forwarded the customer's feedback regarding the language barrier and difficulty understanding the agents to the appropriate teams so they can review the communications further and work on ways to prevent this from happening in the future. 

  Customer Answer

  Date: 09/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:08/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/14, I ordered flowers to be sent same-day (8/14) to sent to a relative whose family pet had died that day. Their website claims However, as long as your order is processed before the delivery cut-off time, we will ensure your flowers are delivered by the requested date. However, I did not receive my order that day or get any notice from the company of the issue or schedule changes. I am positive that my order was within the cutoff time because they had an alert pop up to let me know I had to order within the next 20 minutes to be eligible for same-day delivery, so I placed my order immediately. Once I hadnt receive notice of delivery that night, I reached out and was told We assure you that your order has been sent for delivery as you requested. The local florist is currently checking their delivery records, and we will contact you as soon as it is confirmed that the gift was received. I didnt receive any notice until the next day, after the flowers were finally delivered. This was obviously after the guaranteed same-day delivery and I had let them know that a next-day delivery would require additional communication because the recipient wouldnt be home and I was concerned about the flowers outside in 90 degree heat. I keep on getting an automated response, asking if I want the flowers delivered again, which doesnt resolve the order because it was purposefully a time-sensitive order.

  

  Business Response

  Date: 08/19/2025

  Thanks for letting us know about your experience. Were really sorry & disappointed to hear that your order was not delivered on the intended date. We understand the importance behind sending flowers for such an special occasion, and we can't apologize enough that we failed you during such an emotional time.  We want to assure you that we are taking steps to prevent this from happening in the future.

  We have issued a full refund to your original payment method. It will arrive in your account in 3-5 business days, but rest assured, the refund has been processed on our end. 

  Once again, we can't apologize enough for your recent experience.  We have forwarded your feedback to the necessary departments and floral division to investigate further. 

• Initial Complaint

  Date:08/12/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/7/25 I received a FTD Premium Beach Day floral arrangement from my daughter, order #**********. With shipping and taxes it came to $125.04. I had arrived home just as it was delivered and saw that the flowers were already wilting and dying. I immediately called the number provided for the florist and the person who just delivered the flowers answered. I said I did not want this arrangement to please take it back as this was not a fresh arrangement. She said she would bring a new bouquet the next day. She never ******* daughter called FTD to complain and filled out a survey. They are going to refund $48.94 which I find unacceptable. They should refund the total amount, which would be an additional $76.10.Ive included photos from the day of delivery up to three days later. The florist used had a one star rating and seems to operate from a private home.

  

  Business Response

  Date: 08/13/2025

  Thanks for letting us know about your experience. Were really sorry & disappointed to hear that the quality of the flowers received by your recipient were not in acceptable condition. Every order is important to us & every customers experience should be the best possible. We apologize that was not the case.  Your order has been canceled and a full refund was issued to the original payment method.  If you need further assistance, please reach out to us. 

  Customer Answer

  Date: 08/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/09/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered flowers for my daughter's wedding but they were never received. Order #***********. My daughter has security cameras at her house and they have no recordings of anyone bringing flowers. FTD states that the order was delivered on 7th August buy they were not. We complained on 8th August and they said that they would resend the flowers but they were never received. Asking for a full refund. The company has not operated in good faith and appears to be using deceptive business practices. My daughter said that this is not the first time flowers were not delivered to their residence.

  

  Business Response

  Date: 08/12/2025

  We are so sorry to hear that your order was not received as intended.  We understand the emotional importance behind sending a gift for such a special occasion, and we apologize that we failed you. We want to assure you that we are taking steps to prevent this from happening in the future. 

  A full refund has been issued to your original payment method.   We have also scheduled a complimentary order to be delivered as an apology from FTD. 

  Once again, we sincerely apologize for any inconvenience and disappointment this has caused. 

  Customer Answer

  Date: 08/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If the refund doesnt come through I will reopen this complaint. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/30/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday July 28th I ordered the Be Happy bouquet for my boss who was having a particulary difficult day. The total amount of the order with the delivery fee was $65.83 after the $15 promo discount was applied. I chose this item specifically for the smiley face mug it came in and the sunny yellow flowers in it. Later, she sent me a photo and what she received was not even close to what I ordered, It was an ugly bouquet in a small, clear glass vase. The flowers did not even look like hte ones in the bouquet. I chatted in to customer service and they offered to refund me $11 or to resend the correct arrangement the next day. I asked for them to resend it as I really wanted her to have this specific arrangement. I got a notification the item was delivered, But when I spoke with my boss she had NO IDEA what I was talking about. Nothing had been delivered and she was home all day. Again I chatted with FTD and they told me the florist they resent the bouquet with was actually closed that day. But assured me it would go the next day. At 2 PM today, July 30, I chatted with FTD AGAIN as it still had not been delivered and they assured me it was out for delivery and would be there by 6 pm. NEVER ARRIVED. Chatted with them again and said florist declined the order. ***** informed me of that and the order was not forwarded to another florist. Again...just dropped. Was told AGAIN it will definitely be delivered tomorrow. No faith in this company. *********** is offshore and has no idea what's happening with the orders. I want the full refund. Not $11. I have spent 3 days now trying to get the right thing, Oh...and I made sure to choose a bouquet specifically listed as a Same Day delivery eligible bouquet.

  

  Business Response

  Date: 08/04/2025

  Thanks for letting us know about your experience. Were really sorry & disappointed to hear that your recipient did not receive the correct item. Every order is important to us & every customers experience should be the best possible.  A redelivery was completed on 7/31 according to our records- if that is not the case, please let us know.  We have issued a full refund to the original payment method used and it will appear on your account in 1-3 business days.  We sincerely apologize for any inconvenience this has caused.

  Customer Answer

  Date: 08/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/29/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 7/15/2025. I ordered flowers to be delivered to ***** ********* at ****, ***********************************************************************. Patient never received them. I called FTD and they said flowers were left at reception. Contacted hospital and no record that patient got them.FDT was not helpful in anyway to contact florist or where exactly flowers they say were delivered.very disappointed in customer service and my faith in this business

  

  Business Response

  Date: 07/31/2025

  We are so sorry to hear that your recipient did not receive her flowers.  We have contacted the florist and a photo was provided of the flowers that was taken at the time of delivery at reception at the hospital.  We have attached the photo for your viewing. This delivery was made at 2:43pm PDT on 7/16/2025.  Please reach out to FTD's customer service if the hospital misplaced the flowers. 

• Initial Complaint

  Date:07/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 15, 2025, I emailed Mercury Online Support to cancel the following services:Digital Display Package eBiz Silver ********************************************** ****************************************************** ***************************************************** ********************** I was told I would be credited if I was charged after cancellation. However, I was billed $810.66 for May, and despite providing proof that my May statement closed on May 31, 2025, FTD now claims these charges are for April and refuses to issue the credit. I have reached out multiple times (on May 27, June 19, June 26, and July 28) with no resolution. ****** ******** has been dismissive and unhelpful, contradicting earlier assurances and ignoring documentation I *********** addition, Ive experienced multiple issues with our eCommerce website (Mercury HQ) that have resulted in lost sales and significant frustration:On three separate occasions, customers were unable to place orders due to website errors.With July 28 being the most recent, multiple customers reported receiving error messages at checkout, despite entering correct information. When I contacted ******, she blamed us for breaking the site via *******, even though we had not made any changes.I was unable to upload products to the site.I spent hours redesigning our website with a new layout and logo, only to find it had reverted to the old version. ****** admitted to re-adding the old logo and never removed it, even after I informed her it was incorrect. These issues have caused lost revenue, wasted time, and ongoing stress. ****** has not taken responsibility or provided adequate support, and the overall customer service experience has been unacceptable.I am requesting:Immediate cancellation confirmation of the services listed above.A full refund of $810.66 for the May charges.A resolution to the ongoing technical issues with our eCommerce site.A formal apology for the poor service and mishandling of my account.We will be ending our relationship with this company and prefer a refund

  

  Business Response

  Date: 08/04/2025

  We apologize for your experience.  We have forwarded all the information you provided to member services and Mercury Online Support.  Any pending credits will be applied to the August statement that comes out in September.  

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23670010
  
  I am rejecting this response because:
  
  The message is vague and lacks the clarity needed to resolve this matter. I have previously been told that credits would be applied, yet no specific dollar amount or confirmation has been given. I am requesting a clear, written confirmation of the exact amount to be credited and a firm assurance that it will be applied to the August statement.
  
  
  Until I receive this detailed information, I do not consider this issue resolved.
  
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 08/05/2025

  Your request has already been forwarded to the appropriate department and will be resolved accordingly.  

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23670010
  
  I am rejecting this response because: I am not getting clear answers, I will not accept "we forwarded the response" because that is what I have been told before by your company and you can see the outcome is not what I was told as stated in my original complaint.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent flowers to my home, the card was blank with no indication as to who sent them to me. I contacted this company immediately to inquire who had sent them to me. They informed that they needed to contact the sender to get permission to provide that information to me and that they would contact me back. I call in the morning before I left for work and as of now I still have not received this information. I'm a victim of domestic violence and stalking so as you can imagine, something like having to wait for permission from the sender who may or may not pick up the phone is has now triggered my anxiety. The company could have just given me that information right then and there as this was sent to MY home. Instead they have yet to provide me with this information and I sit in my home with high anxiety and my PTSD has been trigger, ************ and whatever privacy policy they have don't care about the fact that someone is a victim of domestic violence and having to wait is not conducive to our mental health. I should be able to get this information right away, not wait for permission from someone who sent me something to give it. Other places are able to provide that information immediately. Not this company. This is a shame and I'm extremely disappointed.

  

  Business Response

  Date: 08/04/2025

  Thanks for letting us know about your experience. We understand your frustration.  Unfortunately, we need to follow our company's privacy policy regarding releasing our customer's personal information. According to the communication records, on 7/24 we were able to get approval from the sender to release their information, which was provided to you. If that is no the case, please contact FTD and we will provide the senders name. 

• Initial Complaint

  Date:07/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase for same day delivery. On 7/7/2025 They said it was delivered when talking to customer service but had no proof it was delivered as well as the recipient never received the flowers. After trying to get a refund I was told I had to wait for the delivery florist to let them know if it had been delivered. Now when ever I try to get in contact I am stuck waiting for an answer after giving my order number with the same answer of wait until we hear from the florist

  

  Business Response

  Date: 07/14/2025

  We are so sorry to hear about your experience.  We have attempted to contact you without success regarding your order.  We have processed a full refund to your payment method on 7/10/2025.  Please allow 1-3 business days for the refund to appear on your account.  If we can be of further assistance, please contact us or simply respond to the email we sent to the address on record.