I spent over $130 on an Orchid and 3 bottles of wine for a retiring employee that was supposed to be delivered the same day. It didn't get there until 2 days later - which was ok, except... Heart & Thorn sent products entirely different than what I ordered.

I sent this in an email to their customer service department:

"The Oriental Musings Exotic Orchid Plant description online shows two pink/ivory orchid stems in a rectangular shaped basket planter. My recipient received white orchids in a round white planter with a green bow that looked like someone was in a hurry when they tied it. Also, the wine selections that I ordered were not what was delivered. I can look past this too, but the flowers, I can’t. I understand that your website states that in some cases, substitutions will be made. However, the orchids I ordered took me forever to pick out and they looked so pretty and elegant, but what she received was really very disappointing and was definitely not what I paid for. I would never have ordered plain white orchids at a cost of $79.99 and I just don’t agree that solid white orchids are an acceptable substitution for pink and ivory colored ones. Not from a company that claims to be America’s #1 Flower Gift Company. Very disappointing."

Here was the reply I received:

"Hi Erin,

We're sorry to learn that you are not satisfied with the products delivered. We do take careful steps to ensure that all orders exceed expectations. However, as per our substitution policy stipulated in our terms and conditions, at times substitutions may be necessary to fulfill orders in a timely manner, especially in the event that an order is time-sensitive and intended for a special occasion.
Substitutions are actually quite common within the gifting and gift basket industry, as products are constantly changing on an ongoing basis after product details and photos have been published. Some items may be temporarily unavailable due to various reasons beyond our immediate control, under which circumstances we reserve the right to substitute such items with similar products of equal or greater value to ensure that orders are delivered in a timely manner without incurring further delays. Degrees of substitution may vary. In some rare instances, the entire contents of an order may be substituted.
Due to the high volume of orders being processed, we are not always able to contact customers ahead to advise them of substitutions. By placing an order you accepted our terms and conditions, and thus agreed that the order may consist of products that differ from the original product description. Furthermore, you agreed that you are not entitled to refunds or compensation under such circumstances, as per our refund policies: "NOT AS DESCRIBED & SUBSTITUTIONS - Where a package is 'not as described on our website' and/or we have substituted item(s) in a gift/gift basket that are in compliance with our 'substitution policy'.

We appreciate your understanding.

Sincerely," XXX "(CSR)"

(I have removed the CSR rep's name. It was not the CSR's fault, just doing what they are paid to do)

I will never use this company again.

I ordered a classy looking gift for a classy person and they received something that I could have gotten at the local supermarket.

Do yourself a favor, skip this company and save some money by just using InstaCart. You'll get the same results for half of the cost.

The cake was really nice, great quality and exactly as promised. Delivery sadly took 6 days from the day ordered.

Sent to my sister and husband for anniversary, they were very happy and enjoyed. Only disappointed in the delivery arrived a week late, as the delivery company does not deliver on week ends and holidays
all looks great but makes you think twice before ordering on how important it is.

The product itself was good but it was ordered to be delivered the day before my sister’s birthday and eventually arrived 3 days afterwards.
A real pity as Hazelton’s are usually reliable.

Hearth & Thorn REFUSED TO FULLY REFUND. Flowers completely damaged. Bottle of Champagne BROKEN.

Flowers arrived dead and cheese was melted
Straight trash

I have done this request with Olivia at customer service

Simple Orchid Gift Box

I ordered flowers, wine and chocolate covered pears for my parents 35th anniversary. This was the WORST online flower order I have ever made. The product did not match the description at all!!! None of the flowers from the photo were used in the bouquet, no roses, just a bunch of cheap flowers (carnations!!!) thrown together, and wrapped in cheap paper. Not only that, the flowers were brown and rotting!!! The pears that were advertised as chocolate covered pears were ROTTEN. All three. There was a cheap, ugly silver bow on top of the pears, that were literally brown and oozing. The “chocolate” was a cheap, no-name brand bar thrown in the box. It was old and bitter. I am beyond disappointed and outraged at the lack of quality. Never could I have imagined something so trashy and gross would be delivered. This company is clearly attempting a money grab, promising unique gifts only to charge very high prices for delivery and upgrades. Thank God I planned other gifts for my parents. I was so embarrassed. This was an absolute mess. Do not waste your money!!!

Delivery was on time! Champagne was perfect! Flowers were wilted and crushed.

Unfortunately the final product did not look like the picture, as a lot of pieces seems to be substituted (various elements of the bouquet looked very different). The sparking wine was substituted out for a cheaper one without any kind of notice or refund. Disappointing.

Thank You for providing a perfect sympathy gift - to morn and celebrate a very special person.

Flowers delivered 5 days late. Recipient opened box to find rotten flowers and flies. Although UPS accepted responsibility for shipping error, Heart and Thorne not willing to place a claim for refund or redelivery.

so I wanted to send her a present. Since she is in Canada and I am in the US this is not always the easiest thing to get done with anyone else, so I am a repeat customer! I send one bottle of American and one of Canadian wine, some flowers and treats and she loved it! Delivered with care and on time! Thanks for always making it so easy!!!!

Fancy packaging. Some of the foods purchased have been eaten ,the chocolates, amaretti biscotti and cookies all tasted great.
The wine, cheese and crackers are to be enjoyed soon.

I was able to greet my sister at a distance of 8000 thousand kilometers. Service was perfect. The bouquet is fresh and very cute. Thank you. Recommended.

I have ordered gift baskets from Yorkville’s before without any problems. They have always been perfect and delivered on time without a hitch. This was the first time I ordered a cake though, and the recipients mentioned that while the wine and beers were fantastic, the birthday cake was packed underneath them and ended up being destroyed on the journey to their door. Not sure why the cake was packed that way.

Pretty good quality, I definitely liked it.

Amazing delivery, great choice of items. Even though I placed the order late, they delivered the gift on time! Thank you so much! The process is easy and you can track your gift

I was hesitant to order the fruit bouquet because I couldn't find a more recent review, but I'm glad I got it! Ordered it for my friend's birthday in July (Fruits are in season) and was delivered on time. I would order again!

Awesome gift for my daughters 21st birthday. It came with great choices of beer and so many yummy snacks, a board to display, and beer glasses. She loved it!

My client was quite pleased with the quality and delivery

I was able to pick out a gift and upgrade the wine and have it shipped to Comox BC where my client lives! My client felt so special and appreciated.

I love the colour of the flowers.

And the wooden box was somewhat broken