Rhi T.

I am very disappointed in the customer service I received and the flowers that were eventually delivered to my Nan for her Birthday were a week late and the state in which the flowers arrive was disgraceful and defiantly not worth the money I had spent.

The flowers were half dead with the other half dying, the flowers were the same flowers that were cut over a week ago and were not fresh despite several email requests and my Nan's request when she finally got hold of the courier.

Please note that while this arrangement may not have been you most expensive flower arrangement, however when you convert the Euro to Australian dollars it is almost double the cost. Normally the cost wouldn't bother me as these were for my Nan, however when the flowers arrived in the state in which these did I should demand a refund as these were not up to supermarket quality let alone the cost I had paid.

The contact information for the courier used was all in Spanish with no english option - this was for both the website link and the call centre. When I emailed FloraQueen customer service centre I was brushed aside and my concern over my order was not given the attention or the compassion as I would expect from a supplier who deals mostly with overseas and online orders.

I was told to that my Nan had to call the courier as FloraQueen would not to arrange for another delivery. I would like to stress I did not pay the courier but I paid FloraQueen, therefore I would expect (as per any other online delivery) that FloraQueen would contact the courier and chase up what had happened to my delivery instead of having to do the leg work myself.

After I received the first email response from Pam, I then followed up my email four times. These emails were unanswered and I did not even receive an email stating that my claim was being looked into. After receiving no response I proceeded to contact FloraQueen contact centre three more times. The final response I received form Martyna, whose email was snarky and unsympathetic and had the distinct tone that I was becoming a nuisance and repeated to tell me to contact the courier myself to either arrange a pick up or a new delivery.

When my Nan finally got in contact with the courier she was informed that the original courier on the 7th May went to the wrong address. Therefore the flowers that didn't arrive until the 14th May had been held up at some depo with no care to keep them in presentable condition nor with any attempt to try and contact me or my Nan.

This whole experience has been deeply upsetting and the treatment I have received has been disgraceful and unacceptable. I will not be using your services any longer.