The mag ordered a similar mixed bouquet and roses from each, and asked 112 people to judge the results. The survey takers were asked to rate on a scale from 1 to 5 how satisfied they would be with the arrangements if they received them, and how satisfied they would be with them compared to the pictures of the arrangements used online.
Overall, FTD’s arrangements received slightly higher ratings compared to 1-800-Flowers' arrangements, but the consensus was that both parties’ arrangements were disappointing compared to the pictures used on their websites.
Consumer Reports also dug into how well each retailer handled consumer problems. 1-800-Flowers allows orders to be cancelled up until they are en route, b they do not guarantee delivery days during high-volume weeks, like the week of Mother’s Day.
FTD’s cancellation policy is even more stringent; orders may not be cancelled more than 24 hours in advance if they are placed during a high-traffic holiday season. FTD also does not offer money back if an order is delayed due to circumstances beyond their control, such as the weather.
Consumer Reports also found one order from FTD that had a broken vase. When they called FTD, they were offered the option of credit on the vase or a replacement vase. Consumer Reports also called 1-800-Flowers, who actually did not ship any broken vases, to see what they would offer. They also offered either cash back or a replacement.