SerenataReviews 2,713

The flowers delivered were appalling - not very many of them and some with broken stems or missing heads. In addition the box had been held upside down, allowing the water to leak and ruin the card.

The person receiving them complained to Serenata but was not compensated. I was told, much later, that a refund was on its way and I had to ask what had happened. I would have preferred to have been given the alternative of a decent (perhaps upgraded) bouquet being delivered, with proper quality checks made. The point was to get a nice bunch of flowers to my friend; I was less bothered about being kept whole financially. But this choice wasn't offered, though it so easily could have been.

When ordering flowers it would be better to spend a few minutes finding a local florist online and speaking to them by phone. It is notable that no telephone number is available for Serenata.

I see Serenata's customer service department is impertinently called the 'Customer Delight Team'. What a misnomer!

Website gives the false impression that they are local florists, but actually this is an on-line delivery service. I expected my sister would get a lovely fresh bouquet but actually got some shrivelled flowers in a box. She was upset and so was I. Serenata's customer service did not take my complaint seriously but obfuscated at every turn, asking for proof by way of more and more photos (I sent 3). Neither the company address nor a telephone number is shown on the website so one is limited to communications by their "form" emails which do not give the option of requesting a refund. I DO NOT RECOMMEND BUYING FROM THIS COMPANY.

Was delivered to the wrong address (an empty business) and when told they only offered to give me a discount to fix the problem. My friend never received her flowers and I live in another country... Not worth the price or service. Another company sent it to the right address and with a beautiful basket for a much better price. Will not order from here again and I am very disappointed that I paid for a gift to be left on the streets of an empty business.

Ordered flowers 13/8/2020 to be delivered to my 102 year old aunt on Sat 16/8/2020. Never arrived! No email acknowledgement of order but money taken from my account on 14/08/2020. From their website:
My order was never delivered
COVID-19 Service Information - Our service is running as normal, however, due to the unforeseen circumstances surrounding the business closures and limited staff, we can no longer guarantee next day deliveries until further notice (please note that 95% of deliveries still arrive on scheduled day). Due to the above, we are also not able to refund orders on the grounds of late deliveries. Please allow 48 hours after the intended delivery date for delivery to be made before contacting Customer Services.
Automated email replies. Shares Private Information with Third Parties. Requesting a refund is impossible, they have an answer for everything. Would *******% not recommend to anyone.

The flowers didn't arrive on the date selected even though I gave them three days notice. They put it down to Covid-19 when in fact things were back to normal. The flowers didn't arrive as a bouquet - they were in a box. Plus there were only half the flowers shown in the photo. Furthermore you are unable to contact them by phone only email. I raised a complaint about non delivery via their website and didn't get a response. On Trust Pilot they just said sorry to hear about the delay which was due to Covid-19 - end of! I will never use them again. I suggest you stick to Interflora, M&S or Next.

Outrageous service. Very bad experience and stressful too!

The flowers were due to be delivered on a Saturday (ordered in plenty time) but they sat in the 'local depot' all weekend and eventually got delivered on Monday afternoon! I believe Serenata knew in advance that they were not going to fulfil their obligation to have them delivered on the Saturday as was stated on my order confirmation. I emailed them and they used the excuse that due to the Coronavirus, there could be delays but this is quite contradictory to what they say on their website - see below:

COVID-19 - UK FLOWER DELIVERIES NOT AFFECTED

I let Serenata know I was not pleased as the flowers were sitting in a depot all weekend and they could easily have delivered them but they would not budge. I told them not to bother delivering them as I didn't want old flowers and asked them to refund me instead as I had wanted them delivered for a special occasion and it was too late but they didn't care - as long as they have your money - never mind customer service and satisfaction!

I have always used Interflora and they are superb, always delivered on time and give amazing customer service. My advice is to stay away from this unprofessional lot. I actually don't want to even give them 1 star but the review system doesn't allow this.

I will be letting all my friends know not to use them and will get them to tell their friends.

I ordered a bouquet of flowers for my mums 60th, when they arrived I was so shocked at how awful they were I thought they had got the order wrong, I contacted customer services and they told me there was nothing wrong with them, they have since ignored me and refuse to help. They are not cheap to buy and I had to go to Tesco to buy some flowers in the end because I was too embarrassed to give the ones I had bought from serenata. Worst company I've ever had to deal with.

Ordered flowers for anniversary and when they arrived they were wilted, squashed and some stems with no blooms. Nothing in common with picture on their site.
Complained and sent photos and they agreed not acceptable so offered to send replacement. All good and no drama with the service. Unfortunately the second package arrived some six hours later that initially indicated by their tracker and when this was opened we were looking at exactly the same sad bunch of flowers as the first.
Nothing inside the box to protect the flowers and a damp tissue to give moisture. Wanted to speak with someone there but they don't do telephone as they are e-commerce only!
Most flowers are for a special occasion so with my experience lot of people will be disappointed.