Complaints
This profile includes complaints for FTD, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 110 total complaints in the last 3 years.
- 97 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/09/2025
Type: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.Initial Complaint
Date:06/26/2025
Type: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.
I ordered flowers and they arrived half dead and wilted. I contacted customer service and was told best they could do was 30% then said 50% when I said 30 was not acceptable. I was only issued 50% of the arrangement total not the order total - when I chatted back I was told that the **** ******* should have informed me that it was off the arrangement not the total. I said that was not my issue - ******* said since it was being redelivered there was nothing else that could be done. The original agent offered me 50% off and redelivery. Now I am being told no it's only off the arrangement. This is completely unacceptable for poor quality flowers. At this point I want a full refund.Business Response
Date: 06/27/2025
We are so sorry to see this. We have provided a full refund per the customers wishes.Customer Answer
Date: 06/30/2025
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:06/21/2025
Type: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.
Ordered flowers to be delivered 6/21/25. Got the email that they were delivered. I called the location where they were to be delivered and they said they did not get them. I called ftd and got a song and dance that well there is confirmed delivery and they will reimburse 21 dollars. I spent 98!!! How is that right?Business Response
Date: 06/26/2025
We are so sorry to hear that your recipient did not receive the flowers and balloon that were purchased. We received confirmation that this order was delivered and left in reception at 1:41pm on 6/21, as the delivery driver is unable to bring the flowers directly to the room. This order was refunded in the full amount that was charged to the customer's payment method. Once again, we sincerely apologize for your recent experience.Initial Complaint
Date:06/16/2025
Type: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.
Absolutely unacceptable. I ordered flowers for my grandfathers funeralone of the most emotional and important days for our familyand NOTHING was delivered. There were no flowers at all. When I called to find out what happened, they refused to tell me which florist they used and had the nerve to offer just a 50% refund. Half a refund for no flowers? Thats insulting.This wasnt some casual eventit was my grandfathers funeral. Their complete lack of professionalism, compassion, and accountability is beyond disgraceful. They added stress and disappointment to an already heartbreaking day. I would never trust this company with anything important. They failed our family when it mattered mostBusiness Response
Date: 06/20/2025
Thank you for taking the time to let us know about your recent experience. We understand the emotional importance behind sending flowers for a loved ones funeral service, and we can't apologize enough that we failed you during such an emotional and trying time. We want to assure you that we are taking steps to prevent this from happening in the future. Your orders have been refunded in full to the original payment method used when placing the orders. We have also offered a complimentary order to be sent on a date of your choosing. Once again, we sincerely apologize for the inconvenience you've experienced.Initial Complaint
Date:06/06/2025
Type: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 ordered flowers for the funeral of a family member. I ordered the flowers on May 29, 2025. The funeral was scheduled for Monday, June 2, 2025. The only date that I could get the flowers delivered was May 31, 2025 as they didn't have a weekend option. I paid over $80 for the flowers that arrived in a mangled box, the vase was broken, and the card was missing so the family didn't know who sent the flowers. I contacted FTD via a form on their website. I waited a week and received no response. I filled out the form again and called them today. They only offered me a 50% refund or a redelivery. I was already embarrassed and didn't want to subject myself further to the family so I chose the refund. I don't feel that even $40 is a sufficient refund from my experience.Business Response
Date: 06/10/2025
Thanks for letting us know about your experience. Were really sorry & disappointed to hear that the container/vase was broken at the time of delivery. Every order is important to us & every customers experience should be the best possible. We apologize that was not the case.
We have reviewed your order, and can see that a full refund was issued to the original payment method. It also appears that a signature was not included on the card message that was given at the time of order placement. Unfortunately, it is up to the customer to add their name to the bottom of the message. We apologize for any misunderstandings.
We have forwarded your concerns to the quality team to ensure they do more in-depth quality checks prior to shipment. *** has also been notified of the broken container so they can coach their drivers with proper package care and handling.
Initial Complaint
Date:05/21/2025
Type: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 am working with a wire company with a faulty system of notifying florist shops of incoming orders. This notification system has caused/created an outstanding bill for my company that is difficult to pay, nor do I feel it is fair that I pay this amount. I have attempted to resolve the matter, but I am getting the runaround. Please assist.Business Response
Date: 05/22/2025
We apologize for your frustration. Your information has been forwarded to our member services division who handles florist complaints. Someone will reach out to you regarding your contract dispute.Customer Answer
Date: 05/30/2025
Complaint: 23361398
I am rejecting this response because: I have responded to all inquiries, but I have not received a satisfactory response from the company as of 05/29/2025. Please do not close the case.
Sincerely,
******** *******Business Response
Date: 06/03/2025
****** services has reached out to attempt to resolve the issue with the florist.Customer Answer
Date: 06/03/2025
Complaint: 23361398
I am rejecting this response because: The message I received said they are working to resolve the issue and it might take some time. I do not have a satisfactory respose from the business yet.
Sincerely,
******** *******Initial Complaint
Date:05/20/2025
Type: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.
Ok 5/6/25 I ordered a simple flower arrangement for my mother to be delivered on her birthday as a surprise totaling $57.30 (including a $19.99 delivery fee). On the day of her birthday I received a notice that the arrangement was delivered. It was only after speaking to my mother later in the day did I realize she never received anything. I called to complain was put on hold and was told the local florist that they contracted out the delivery to wasnt picking up the phone so they couldnt do anything about it until speaking to them. I was assured after investigating they would make this right. The next day I still hadnt heard back by noon so called the customer service again, even more frustrated. The gentleman on the line promised the delivery would be made today (obviously already missing her birthday) and only after telling them that they clearly dont value their customers did he offer me a 30% refund for the inconvenience - not including the $20 delivery fee. This amounts to only a $10.79 refund for them missing my mothers birthday. They completely botched the job and clearly have terrible quality control among the vendors they employee. This was an example of terrible customer service where I left feeling completely ripped off. I will be considering other options next time I want to send ************************* better, FTD! You clearly dont understand that when you mess up, you should apologize, make it right AND offer a FULL REFUND. Youre in the business of gifting for important occasions. A DAY LATE MATTERS, especially when Im paying a $20 delivery fee.BUYER BEWARE! Terrible customer service, accountability and quality control. Work directly with local florists instead.Business Response
Date: 05/21/2025
Thanks for letting us know about your experience. Were really sorry & disappointed to hear that your order was not delivered on the date you requested. Every order is important to us & every customers experience should be the best possible. 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 and a redelivery has been scheduled for the next available date. Once again, we apologize for your frustration and disappointment that we missed such a special occasion.Initial Complaint
Date:05/19/2025
Type: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 ordered a bouquet that was supposed to be 30 stems of roses, peonies, and ranunculus to be delivered. Was $110 for total package. When I got the shipment my package had about a dozen peonies ONLY and didnt have all the other flowers nor did it have the quantity of stems that was provided for the description of what was being purchased. The stems that did arrive were ******** and leaves falling off... with half of the petals dropping in the first day of receipt. I called them to request they ship the full bouquet and they told me I was only eligible for a 50% discount which I said was not satisfactory... and wanted to get the rest of the flowers which I had ordered but they said that was not possible and my case was closed.Business Response
Date: 05/20/2025
Thanks for letting us know about your experience. Were really sorry & disappointed to hear that the incorrect item was received. Every order is important to us & every customers experience should be the best possible. We want to assure you that we are taking steps to prevent this from happening in the future. A partial refund of 50% off the merchandise cost was refunded to your payment method. We have also reached out via email to offer a redelivery of your original item (Peony & Ranunculus Garden Bouquet- Featuring approximately 25 stems of beautiful florals and foliage). Once we get a response and approval to send out a complimentary redelivery, a confirmation email will be sent.Initial Complaint
Date:05/15/2025
Type: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.
I ordered 24 mixed roses for my mom for Mother's Day, they were to be delivered on Friday before Mother's Day. When they were finally delivered around 5:00 PM on Monday, the day after Mother's Day, more than half were wilted and dying. I called FTD and spoke to a customer service representative and they offered to send another set of flowers at no charge. They arrived this morning and are wilted and molded, I would like a complete refund, I feel like I have been generous giving them a second chance to make it right.Business Response
Date: 05/16/2025
We sincerely apologize for your recent experience. We understand how important this order was to your and your recipient, and we can't apologize enough for the condition the flowers arrived in. We have processed a full refund to your original payment method that will appear in your account in 1-3 business days.Customer Answer
Date: 05/16/2025
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:05/14/2025
Type: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.
I odered a flower which was not delerved on time, was in bad shape when it arrived, and did not as advertised contain a ceramic vase. Now my wife has worthless flowers and a glass vase worth most $10.Business Response
Date: 05/15/2025
We sincerely apologize about your recent experience. Every order is important to us and every customer's experience should be the best possible. We apologize that was not the case. We have issued a full refund to your payment method that will appear in your account in 1-3 business day.Customer Answer
Date: 05/15/2025
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,
**** ******
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