FTD Reviews

Updated October 1, 2014
Updated October 1, 2014
48 Reviews
3.1
48 Reviews
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Mark R. Goldston
17 Ratings

Employee Reviews

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  1.  

    Technology was good but the technical support was a bad environment

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technical Support in Downers Grove, IL
    Former Employee - Technical Support in Downers Grove, IL

    I worked at FTD full-time (more than an year)

    Pros

    Good technology for a cool industry. Florists love what they do and seem to be passionate about it.

    Cons

    The environment in Downers Grove was really bad. My personal manager was nice but the director and some of the senior managers were so stressed that they passed it down to the reps. You had to work 12 out of 14 days during valentines, mothers day and sweetest day.

    Advice to ManagementAdvice

    I suggest more management classes and possibly team building events to get to know reps.

    Doesn't Recommend
    Neutral Outlook
    Approves of CEO
  2. 2 people found this helpful  

    The phone line CSR dept. is always going Metropolis (1927 movie) Chronyville

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Downers Grove, IL
    Former Employee - Customer Service Representative in Downers Grove, IL

    I worked at FTD as a contractor (less than an year)

    Pros

    -An employee discount, even for seasonal workers.
    -O.K. facilities for training rooms, CSR desks, and break rooms.
    -Floor supervisors tend to be very pleasant and helpful and seem
    to have the least honestly problems of any person involved with the CSR dept.
    or any other part of the outfit that runs this company.
    -If you know someone who already works for the outfit that runs this company then
    regardless of your productivity level under their total surveillance measurement system, you will probably be able to stay there for a reasonable period for a seasonal employee at least

    Cons

    -Training program is very lengthy and comprehensive yet still misrepresents\hides or insufficiently provides information and training on issues that CSRs are forced to deal with on CSR calls
    once the training period is complete.
    -Floor supervisors and phone queue managers frequently break the rules that they claim
    CSRs are strictly obligated to follow
    -Unrealistic, to an obviously dishonest extent, time standards for processing certain types of CSR call such as huge calls from members of USAA due to all of the extra procedures necessary
    for those CSR calls.
    -The information tools needed to answer questions that involve certain common issues
    or recently updated issues are scattered, cumbersome, time-consuming to use
    and frequently have the effect of hiding important information that is necessary to
    deal efficiently and effectively with issues raised by customers on a CSR call.
    -Good quality CSRs who do not have an in with any person who is a permanent employee
    of the company are constantly threatenened with being disposable at every step of the process
    and eventually treated so.
    -Phony and dishonest claims of top quality CSR performance levels for each and every CSR who
    is allowed to survive their equivalent of "Survivor" the TV show.

    Advice to ManagementAdvice

    The managers have such deep investments in the present that they are not going to alter it anyway
    that improves the efficiency or fairness to an extent that is anything that great.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  3. 1 person found this helpful  

    Had its ups and downs

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Medford, OR
    Former Employee - Customer Service Representative in Medford, OR

    I worked at FTD full-time (more than 5 years)

    Pros

    my team was awesome, worked with great people

    Cons

    some rules got changed without warning and then the reps would get in trouble for using the "wrong procedure".

    Recommends
    Neutral Outlook
    No opinion of CEO
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  5.  

    Fast paced, low pay, decent benefits

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Representative in Downers Grove, IL
    Current Employee - Customer Service Representative in Downers Grove, IL

    I have been working at FTD full-time (less than an year)

    Pros

    The benefits in this day and age are hard to come by so that part is worth the stress.

    Cons

    The pay is low and the pay raises are even lower.

    Advice to ManagementAdvice

    Respect your front line people. Your CSR's are the first and sometimes only people to talk with customers. They better they are, the better the experience for you customer. THey need better pay and more respect.

    Recommends
    Neutral Outlook
    No opinion of CEO
  6. 1 person found this helpful  

    If you like getting yelled at all the time perfect job for you!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Medford, OR
    Former Employee - Customer Service Representative in Medford, OR

    I worked at FTD full-time (less than an year)

    Pros

    At the time it was about 80cents above minimum wage, you could set the hours you want, and you could dress however you wanted.

    Cons

    Flowers seemed to never get delivered on time. Every day would be the same thing, flowers didn't get delivered to a funeral or other important event and people would be EXTREMELY upset and yelling at you. Way to much emotional stress with this job! Plus they moved call centers to other countries that mess up almost every order. This is the only job that I have ever called in sick just to not have to go to work.

    Advice to ManagementAdvice

    Bring the call centers back into the US or actually train the people that you hire. Actually get the flowers to people on time.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  7. 2 people found this helpful  

    Great place to get valuable experience, high burnout though

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee in Downers Grove, IL
    Former Employee - Anonymous Employee in Downers Grove, IL

    I worked at FTD full-time (more than 3 years)

    Pros

    very smart people work in the consumer division
    fairly lean organization from top to bottom, so great exposure to upper management
    great ideas are taken seriously from all levels of seniority

    Cons

    decisions are not easily made, especially when there's grey area
    constant turnover leads to being short staffed most of the time
    100% of focus is on short term results for parent company (United Online)

    Advice to ManagementAdvice

    A strategic vision needs to be created and the company needs to stay on that course (more than 1 year)
    There needs to be more investment in the brand in order to produce future growth in a competitive category

    Recommends
    Neutral Outlook
    Disapproves of CEO
  8.  

    I had a bad Customer Service Experience at FTD.Com.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Current Employee - Anonymous Employee in Downers Grove, IL
    Current Employee - Anonymous Employee in Downers Grove, IL

    I have been working at FTD

    Pros

    Working there allowed for some quick cash during the holiday seasons. The training was sufficient for the task at hand.

    Cons

    the job entails a whole lot of apologizing to customers for problems that are never your fault. That's the whole point of customer service in general. But it's clear that the company values keeping the sale a whole lot more than satisfying the customer... even when it means admitting that they cannot make a delivery. In other words, they'd rather take your money for a same day delivery and hope for the best rather than tell you that it might not go out today. That's pretty shady.

    Advice to ManagementAdvice

    educate your sales people to take steps to keep their customers fully informed and aware of difficulties placed on same day deliveries. Also, some customers would rather know the difference between vendor items and florist items when they place an order over the phone.

    Doesn't Recommend
    No opinion of CEO
  9. 3 people found this helpful  

    Employee beware. When a job seems to good to be true it probably is.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Current Employee - Anonymous Employee in Downers Grove, IL
    Current Employee - Anonymous Employee in Downers Grove, IL

    I have been working at FTD

    Pros

    Friendly outgoing people to work with in an easy to access office space. At first glance the pay was very good for the position and work from home Fridays were fantastic. You are made to feel very welcome and management seems genuinely passionate about trying to give employees a balanced professional and personal work life. Employees are wooed with the promise of exciting cutting edge projects. FTD is supposed to be the leader in this market space but soon the honeymoon is over.

    Cons

    When you are hired you are not informed of the level of support the entire company is responsible for during peak seasons which are typically Valentines Day and Mothers Day. During the months prior to and then the weeks after all employees are working 10 - 14 days Everyday with only 1 day off per week.. There are no lunch breaks and employees are required to enjoy their lunch @ their desks during these times. The new owner Mark Goldston from United Online is a breath of fresh air - coming in and trying to give FTD employees extra days off only to have the old mgmt @ FTD take it away saying they cannot allow more time off due to holidays which have become a constant. The pressure is extreme and only a select few receive any credit whatsoever. Those who have survived and been there the longest get the promotions however many times they lack the real experience to lead. FTD is lead by managers who manage workflow @ the employees cost - health and personal time is of no concern of theirs.
    FTD needs to lead their market space rather than just follow the lead of others.

    Advice to ManagementAdvice

    Empower your employees, treat their personal life with respect and honor them with respect for jobs well done. Create true leaders our of your management staff and reduce turnover. FTD has had a reputation for many years as a place that burns their employees out. Allow Mark to actually run FTD - the employees will love you for it!

    Doesn't Recommend
    Approves of CEO
  10. 1 person found this helpful  

    Senior management has a lot to learn about running this company.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Current Employee - Prefer Not to Answer
    Current Employee - Prefer Not to Answer

    I have been working at FTD

    Pros

    Relaxed work environment; staff is very professional and smart. The people who work at FTD are its strongest asset. They are very smart, efficient, and care deeply about the work they do.

    Cons

    Senior management is new to FTD and doesn't have a good sense of direction. Very cold, uncaring at the very top. Important decisions are made too quickly and without being thought out completely.

    Advice to ManagementAdvice

    Be aware that your decisions affect the lives of the people who work for you. Many people are giving 60-70 hours a week to complete the assignments given by management. Don't just toss them aside when you're done with them.

    Doesn't Recommend
    Disapproves of CEO
  11.  

    Good place to get a career start; don't stay too long though. Once you get a year or two of experience, move on

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Former Employee - Advantage Technical Support in Downers Grove, IL
    Former Employee - Advantage Technical Support in Downers Grove, IL

    I worked at FTD

    Pros

    Laid back work environment (you can wear jeans every day, for example), younger employment base, so there are some opportunities to meet other young people. The building has an Italian restaurant on the first floor, so that you dont have to leave for lunch during the winter. Most of the employees working there are pretty friendly. Plenty of parking, including a lighted parking garage. The company also offers a pick-up and drop-off dry cleaning service; you just write a check, throw it in the bag with the laundry and this saves you a trip to the clearners. The company does not offer the best benefits, but does try to offer these types of perks, as well as trying to make the place "happier" by using bright, interesting colors for the walls, etc. Mike Soenen wanted to try to create a "dot-com startup" fun-place-to-work type of culture.

    Cons

    Low pay scale, low benefits, dishonest upper management, not really a place that offers IT employees the change to learn new skills. There are always rumors about this person or that person "sleeping with" the bosses to get promotions (but these rumors are present at almost every company). There were also always rumors about management (past and present) "using" the IPO process to milk shareholders...issuing more corporate debt...then issuing more IPO's...then issuing more debt...this allegation was always in the air. Not sure if it was true tho...but the company always seemed to be drowning in corporate debt and this affected our salary budgets, perks, and the ability to buy new technologies and hardware to support the business and the Florists. That is another thing - the florists were always complaining that they were being ripped off by the company, the customer satisfaction was very low.

    Advice to ManagementAdvice

    Hire people with a more progressive work ethic.

    Disapproves of CEO

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