Just cannot express enough just how horrific the service I had from this company. This was such a sensitive issue and am still in shock how bad they were.

My stepfather passed away a few months back, and my mother has understandably been a mess since then. They were married for over 30 years, and this was her first Valentine's Day without him. Obviously, a horrible day, so just as a small gesture, we ordered some flowers for my mum from her grandson (my son). I ordered them in plenty of time and was sent a text at roughly 1pm on the day saying they had been delivered. I spoke to my mum a few hours later and she had still not received them. Obviously, this also spoiled the surprise as I had to tell them about the flowers, but she confirmed nothing had arrived.

About 5pm, I tried messaging them through their chat system, but they kept me in a queue for nearly an hour. I had to leave in the end as I needed to go to work, so I sent them an email explaining this and pretty much pleading with them to sort this out due to how sensitive the issue was. I appreciate mistakes get made, but how they're dealt with defines a company in my opinion. I didn't get an email from them until lunchtime the next day. There was no apology and they told me they would simply need to investigate with the driver before they could comment. I couldn't understand this, they eventually sent me a photo of the flowers that had been delivered and left in a garden against the wall. I explained that this was not my mums house as she didn't have gravel (which was in the photo) so they had clearly delivered it to the wrong address. It took about 5-6 messages before they admitted a mistake had been made. There was no apology, and the only 2 options they gave me was to have a refund (with no compensation) or they would deliver the same flowers as initially ordered, but 2 days later. Obviously, by this point, the order was pointless as they had ruined this surprise for my mum. And as it was late in the day, the day after Valentine's Day, that it was confirmed that I would be getting no help or resolution, I couldn't get any flowers ordered from anywhere else. Horrific company with no sensitivity or compassion whatsoever.

I asked the person I spoke to what the complaint process was, and how I could escalate this, and she told me that it was only her, and there was nothing more anyone else could do. So please don't comment on this post from the company that you're sorry, it would just be fake at this stage.

Ordered a "Freya" bouquet of flowers for a very special family 75th birthday celebration.

Flower bouquet arrived in a small cardboard transit box. The flowers were mostly unopened buds with an excess of green foliage / only five roses were open. (The presentation of the bouquet was also poor as it looked like it had just been thrown together). The product obviously did not match the description photograph as shown on the Serenata Flowers website (which was important as they had been bought as a gift for a family 75th birthday celebration which was to take place the next day). Because the bouquet could not be used for its intended purpose a replacement had to be bought at short notice from a local florist.
There was also no telephone contact number for the florists who made them up so that I could get a replacement as they were supposed to be given to the recipient the following day.

I opened up a complaint on the Serenata website where I stated that the flowers were unsatisfactory and provided a photograph of the bouquet I had received as requested. I said I did not want another bouquet as it would not be delivered in time (and I had since bought my own replacements). I requested them to come and pick the original flowers up and for a refund.

I later received a reply from a "Customer delight" (?) service operator called "Ana" stating

"After reviewing the image, our floral team has confirmed that the bouquet has been made to the correct quality and size as expected.

If you are unhappy with the flowers after following the care instructions, please contact us again with an additional photograph, within 5 days of the delivery date, showing the specific issue and we will look into this further."

Unfortunately I hadn't got 5 days to wait so I had to go to Tesco and bought £40 worth of flowers and made my own display.

However I did as instructed and 5 days later the bouquet was still not fit to be used with many of the flowers still unopened. So again I sent a message to their customer services attaching a photograph of the bouquet which was still, in my opinion, not as described and thus unable to be used.

Then followed several emails back and forth with "Skye" and despite more photographs their customer service rep insisted that there was nothing wrong with the bouquet and even at one point insisted that I did a stem count (to my mind wilfully misunderstanding the nature of the problem and deliberately stalling / trying to deflect the complaint). They then stated that they were unwilling to progress the complaint any further and as a consequence of that I have had to initiate a chargeback complaint with my credit card provider for a refund.

This used to be a good company but it is not the first time I have had issues with poor service in the last year and now I will never use them again. I would seriously recommend that anyone reading this review look elsewhere.

Verry good service! Right on time and lovley flowers! And a price for everyone!...

Beautiful flowers that arrived on time...

Probably The WORST Customer service I have received EVER - Flowers for a wedding anniversary arrived 2 days late - no notification that they would be arriving late. When they arrived the box was badly crushed all along the side and the top. Before signing for the box I wanted to open it the flowers were in a terrible state! Two of the lillies had broken heads, there was no protection around the bouquet at all - we refused to accept this package and when contacting the web contact form ONLY complaint department we just had a stream of trite and what seemed like templated apology emails offering refund or a new bouquet which as couldnt be delivered for another 9 days as they were only doing Chistmas flowers this was on the 16th Dec - No offer of an alternative bouquet to arrive sooner - No offer of any compenstaion for the order arriving TWO DAYS LATE AND IN AN UNACCEPABLE CONDITION. They ask for a phone number on there complaint contact form which is the only way to contact the company, then proceed to write to say they only resond by email when we requested a phone call. We have used them in th past with good results, but obviously never again - Their virtually NON EXISTANT CUSTOMER SERVICE has made sure of that.
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My friend was very please with the Automn flowers and chocolats. They arrived as said...

I ordered some flowers for my adoptive dad funeral since I couldn't be there for the funeral.
The flowers were ordered on the 12/09/17 to be delivered on Wednesday 13/09/17 (as advertised and promised 'next day delivery'.)
The flowers needed to be there at the funeral home no later than 9am on 14/09/17 (day of the funeral)
By late evening 14/09/17 after the funeral and after being in contact with a representative via Facebook, the flowers were still not delivered.
I was fuming as this was a very sensitive situation.
By 15/09/17, I still didn't had answers as to what happened and all they offered is a refund OR flowers to be sent to an alternative address. For me this is a ridiculous offer as all that I went through not forgetting that from the inception when I ordered the flowers, their website had an error and charged me 5 times the amount on my credit card.
This was the first time I used this service and NEVER AGAIN will I be using, recommending nor even say any thing positive about this company.
The staff has no answers to my questions and they didn't had the answers readily available to them and could only give me info as to what they were trained to give and as such I was left with most questions UNANSWERED.
I'm still waiting for a follow up as I'm still clueless as to what happened and what is happening with my case as I haven't heard back from them. No refund and no resend as yet.
Thinking that is would have been treated as an EXTREME case and sense of urgency and I am afraid that is not how this is being treated when their dealing with such a sensitive matter and as heart broken as I am loosing my love one, this Serenata Flowers just made everything worst.

Flowers arrived in a box not wrapped or in water and flowers i receieved were dying!

GOOD PRICE, GOOD FLOWERS, GOOD, DELIVERY, ORDERED 8.00 PM DELIVERED EARLY NEXT DAY. WHAT MORE COOD YOU ASK. DEREK.

I have had very terrible experience with this serenataflowers company today (21.12.2016) as I was expecting a little more effort to ensure that customer expectaions are met at highest possible level!
I am so much disappointed how my kind requests were dealt with ignorance, and tatally unprofessional as every time someone was replying me with automated robotic responses!
I was begging customer service agents numerous times to ensure my flowers are delivered on time as it was important occassion and unfortunately It didnt happen!

The only reason I chose this company was positive customer feedback! I thought these people would deliver excellent service! I was so wrong!

It was embarassing 5/6 hours of me trying to get hold of simple request!

Eventhough after an epic failure of flowers delivery, I requested to rearrange delivery for the next day and I was given pathetic robotic/automated responses!

I was told by someone called Katie Upton that PARCEL will be left with neighbours or outside of building somewhere safe?! You must be freaking joking! Common, are you people delivering flowers or POTATOES? Really, Parcel will be left outside somewhere overnight?!
That is totally unacceptable!
Dont you people should have a little bit of common sense telling you that it is a different type of bussiness where flowers are given as a surprise gift! Calling card will be left, really?
Do you really want us to tell our oved ones that " hey love, do you mind to pop in to neighboirs to pick up your flowers?!"

It was greatest disappointment just before the christmas!

Thank you very much Customer service team of "FaithJ", Franceska, Katie Upton for Ruining such a great day meant to be occassion!
You truly failed with your mission of delivering customer service!
Shame on you!

I do really hope that this message finds right member of management and will be looked into to avoid such a great disappointing experience going forward if you looking forward to keep your customers within.

While trying to leave a feedback on facebook I was blocked! Marvelous way of resolving customer issues via blocking communicstion, really?!
I am sure there many more flowers delivery companies, but serenataflowers is the one to avoid for sure!