Serenata Flowers reviews & complaints 81
Keywords
flowers delivery customer service courier refund complaint order bouquet address email birthday photo online daughter variation arrived cost resolved company resemblanceNewest Serenata Flowers reviews & complaints
shocking service - very disappointed
Ordered flowers for elderly family who are going through chemotherapy as a nice surprise. they were delivered not to door but squashed through gate which had large sign stating press button to open gate? they would have not had been found had a neighbour not popped in to check on them. I made complaint to company but was told I needed photographic evidence. as recipients are 90yrs old they do not have mobile phones and I do not live near them. Serenta Flowers advised me I should have let them know flowers were being delivered? Is not the sending of flowers meant to be a surprise? I escalated to manager but was repeatably told to sent photos? I asked if delivery person was spoken to - no explanation.
Flowers
Ordered for a 47th wedding anniversary for my wife to surprise her at her workplace
Received an email stating the delivery window
4 hours later having not received anything further and being told I would be contacted on delivery, I tracked the package to see it come up as a failed delivery
Sent 3 emails to the Company but only received a standard reply 24 hours later stating that they would contact the courier
Sent a further email this morning still not had a reply so started an online complaint through resolve
My wife came home from work just now with a flatpack of sad flowers dated 07/04/23, obviously been lying without any water in a van all over Easter
Desired outcome: Total refund or an acceptable standard to the value paid of fresh flowers and an apology for pathetic customer service standards
Scarlett Pimpernell
Order number [protected]
Order placed 26/03/2023 delivery date 27/03/2023
Flowers were dead and droopy one day after delivery.
These were a thank you gift and were not the cheapest of the selection.
I have attached a picture for evidence.
I have purchased flowers from Serenata on other occasions and have never complained before. I was very embarrassed and extremely disappointed, especially as I don't know the recipient that well.
My email address for a response is [protected]@gmail.com
I await your reply
Thank you
Jacqui Simpson
Desired outcome: Please send another bouquet and apology.
Quality of product and misleading publicity
I ordered on flowers online from SERENATA FLOWERS on Saturday 18th March. I chose a bouquet called Honey Bunny for Mother's day, I'd like to complain about the quality of the bouquet received for various reasons.
1. The flowers were in a lamentable state. Completely wilted!
2. The bouquet bears almost no resemblance to the one ordered in quantity, quality and number of blooms - a very misleading website!
I am very disappointed with the product and the service provided as well as the customer service which limits itself to offering robotic type responses.
This is particulary upsetting since it was a Mother's day gift and I am overseas and unable to see my mother on this special day.
First picture actual blooms day 5: after customer service fobbed me off with waiting to see the fowers "true splendour" and misleading photo of what they should look like.
Desired outcome: A full refund is offered
delivery of plant on Mothers Day
My sons and their families in Scotland sent me a plant for Mothers Day. When I opened it I found it had been turned upside down and the plant was loose and soil everywhere in the box. It had had some kind of lattice covering around the plant (I imagine) which was all loose in the box and broken. My husband re-potted the plant and made it reasonable so I told my family it was Ok and thanked them. BUT this is a disgraceful way to deliver something so important and I was bitterly disappointed at the state of it and upset for the family as I am sure they would have been disappointed with the service.
Perhaps you could look into the people who carry out your deliveries in this area i.e. Oulton Broad, Suffolk.
Mrs P Newman
Flowers
I ordered flowers for my niece which were delivered yesterday, I've ordered flowers from you in the past so thought they were going to be the same as before, but the ones my niece received yesterday are all wilted and not in good condition and look nothing like the ones I ordered, ref no is, [protected]. I would just like resolved as soon as possible. Many thanks.
Desired outcome: I'd appreciate a refund.
Quality and quantity of the delivered flowers.
The flowers were ordered from the USA as a birthday gift in the United Kingdom, and cost £35.00. The photograph provided by the company bore no resemblance to the flowers that were delivered. The flowers were of inferior quality and much fewer than paid for. As can be seen below, the photo on the left looks nothing like the actual flowers delivered which is the photo on the right. The delivery was on time on February 7th 2023, but my complaint to Serenata Flowers was met with "leave it a while, they will look better later"? This is a rip-off. I would advise that this company be totally avoided.
Desired outcome: Flower replacement in keeping with the advertised product
Flowers ordered not delivered on time
Do NOT use them. Worst experience ever. I ordered and paid for flowers last Friday for my daughter’s birthday to be delivered the following Tuesday. Still no flowers! It was her first time without her family on her birthday and I really wanted to make it special for her. They’re now saying they will not refund even though flowers were never delivered! Worst ever
Desired outcome: Wouldn’t refund me
serenata flowers
This company autofilled the incorrect address, when I tried to change this it was not possible, I contacted them 2 days before delivery and they still would not change the address so the flowers are going to the wrong address which I informed them... I asked to either change the address or give me a full refund, they refused both! absolute cowboys, spend your money with a professional company..
Desired outcome: full refund
Product ordered was not the product delivered
I wrote to them on behalf of Ms Miller in respect of two orders she placed 16th July. The recipient had just suffered a major bereavement & Ms Miller (who is registered blind) went to incredible lengths to procure flowers to be delivered as a way to give some cheer. The bouquets ordered were a wonderful gesture, fitted the moment & desirable but what was delivered a poor & quite frankly a cruel sick joke. Whoever the company tasked with completing the orders has not in any way, shape or form completed the bargain satisfactorily or anywhere near. In fact, not even slightest bit close. Ms Miller understands a variation might occur, but nowhere near what transpired. The bouquets were tiny, not the flowers or colours ordered nor the designs. Ms Miller is very upset & her expectations shattered.
Desired outcome: Given the company failed to fulfill the order as specified & would not engage with me as appointed representative nor Ms Miller - a full refund
Dragons kiss orchid
I ordered a potted plant for Mothers day, it arrived with the plant stem itself broken and the pot smashed to pieces. I have contacted Serenata on three occasions and the matter is not resolved, they offered a £3.50 refund yes that is correct three pounds and fifty pence which quite frankly is a huge insult. The reference number is [protected] costing £34.99 and was placed on the 24/03/2022 for delivery on the 27/03/2022
Desired outcome: I would like a refund for the item and an apology for the unwillingness on their part to resolve the issue.
Order Number [protected] Dragons Kiss Orchid £29.99 not delivered
Dear Sir or Madam I have been trying to get a resolution to my complaint regarding the above order number which was ordered last Monday 14th March for delivery on Tuesday 15th March. I ordered Dragons Kiss, an orchid at £29.99 for delivery to Miss Shantelle Goodchild at 19 Allum House, Christlea Close TW5 0DB. My friend was expecting the delivery and waited in all day. I received an email in the late afternoon around 3.30pm to say the gift had been delivered. I contacted my friend who told me she had not received it. We waited until nearly 6pm but it still it had not arrived so I emailed your customer service. Leo responded saying he would have to investigate what had happened, he checked the address which was correct and told me it would take about 48 hrs to resolve as the courier would need to be interviewed. I waited for 4 days and as I had not heard anything I then contacted your customer service again without success. I have not heard anything more about this since. It is now 9 days without anything from you and I am extremely disappointed, bewildered and angry that nobody has contacted me despite me emailing you daily. Please can somebody contact me to let me know what happened to the plant gift and why I have been left hanging without a single word from you regarding this problem.
Thank you
Jenny Rose
[protected]@sky.com
tel: [protected]
Desired outcome: I want some feedback about what happened and my money refunded.
? Delivery of flowers
Sent flowers to wrong number of house 15 in stead of 16 Fyffe Street, Dundee, DD1 5QN...the rest of the address was fully correct. There is in fact number 15 Fyffe Street does not exist...therefore where were the flowers delivered ? Should the courier not have brought the flowers back to the depot as NOTdelivered...the recipient of the flowers has lived at number 16 for over thirty years and the street is short and narrow...l have contacted the help line several times and all l get sent are the terms and conditions, but never where the flowers were actually delivered...there lies the mystery, delivered to an address that doesn't exist
Hope you can shed some light on this
Stephanie Johnston
Desired outcome: Explanation about delivery...and to who
Flowers
No call [protected]
Bouquet of Flowers purchased for Valentines Day
I purchased a Bouquet for my wife for Valentines Day on Saturday 12th February. These cost £67.96 including a vase and were called 'Rouge Romance'. When they arrived they looked nothing like the illustration against which I had chosen to make the purchase. I have added photographic evidence that i think speaks for itself.
Desired outcome: Money back and for Serenata Flowers to improve the quality of the images they use. Make them represent more closely the actual product customers will receive.
The flowers delivered are not near satisfactory
The flowers delivered for valentine to treat myself made me angry and messed up my day, they are really worst flowers ever, does not in anyway look like what was advertised, even with little variation it is terrible. It is very sparse and looked like something that has been trodden on.
It has dried up leaves and nearly broken branches. Dried red roses, just 2, had 3 yellow roses and 1 of it is already dry.
It is a very disappointing delivery, this is an absolute rip off.
I don't want a replacement I want my £29.99 back.
Thank you
Desired outcome: I want my money back, not a replacement or voucher
Standard of Bouquet ordered
Worst bouquet of flowers I have ever seen. I understand that there is always a slight variation but these were diabolical. I could have purchased a bouquet ten times nicer from a local shop.
Not only were they very disappointing but also highly embarrassing.
I had placed an order for these flowers from Serenata Flowers for my aunt for her birthday. It was her first birthday since the passing of my uncle a few months back so I really wanted to cheer her up by sending the flowers to her.
The flowers arrived looked nothing like what was ordered and a few were damaged. I decided to email Serenata Flowers to raise my complaint and express my disappointed.
To my horror their customer service was just as bad as the flowers, poor standard and absolutely appalling. They requested photos of the bouquet which I emailed them straight away along with an image of what I had “ordered” and “purchased”from them. Their reply was that they can’t do anything because the photo I sent wasn’t clear. The photo was very clear and it was also a close up. I then decided to resend another photo, even though the first one was definitely clear enough! I kept getting excuse after excuse. They then emailed me a list of flowers that should have been included in the bouquet and out of a list of 6 flower names only 3 were in the bouquet and it should have had a total of 21 flowers in the bouquet however there were only 9 the rest was green leaves. I’ve spent a lot of time going backwards and forwards with them and they just seem to reply with the same generic reply.
Serenata Flowers are clearly running a very poor business and having read through several of these reviews it clearly evident that they are ripping people of their money and have no shame.. I have had a very poor and upsetting customer experience.
Desired outcome: Refund please
Non Delivery
I ordered a bouquet of flowers to be delivered to my daughter at Post Code CR0 2GL on Saturday 5th February, 1 day before her birthday.
I was informed that delivery did not take place because the Concierge did not accept the flowers. My daughter was home at the time and Seranata did not bother to try and contact her.
I got in touch with Customer Care and they (Neal) informed me that the courier was contacted and that they will try and deliver flowers Saturday afternoon. My daughter was home and she also notified Concierge to accept flowers on her behalf in case she was not available.
Sunday morning I again contacted Serenata Customer Care (Sammi) and they told me that I will have to pay an additional 50% of total cost to have flowers delivered.
I have requested a full refund and have to wait for their ‘investigation’ before conclusion.
George Galea
I ordered 3 bouquets costing £86.. Absolutly shocking..
I ordered 3 bouquets costing £86.. The flowers were sparce.. Expensive bunches of flowers.. They were nothing like the images online and on tv.. They were absolutely shocking.. I reported this issue after 7 days but because I didn't take pictures within the first 5 days I was told I had no rights to complain.. They were gifts.. Which was embarrassing.. I've message over 50
Times... No refund. No resolution.. Shocking customer service..
All I recieve is appolologies... Saying it won't happen again.. And it was a one off... All 3 of my bouquets were the same... Disgusting.. Shocking... Embarrassing bunches of flowers.. As I say i've tried over 50 times for them to rectify this matter but customer services are not prepared to help whatsoever...
I've written a review on there site.. But surprise surprise they've taken it down.. The only reviews on there site are good ones.. Which is dubuous to say the least..
Beware new customers..
Buy a bunch of flowers from the supermarket.. Theyll be better quality and a fraction of the cost..
These flowers look nothing like the images on their site and on the television...
Don't be fooled.. You think your paying all that money the flowers should be beautiful...
I will definitely not be using serenata ever again.. And would never ever recommend this company to anyone...
They're rip-off merchants...
I've recently read some reviews on trust pilot... Omg they're are so many people in the same situation as me... Some reviews being identical to mine... I expect they didn't get any joy from customer services.
Do not order from this company...
Rubbish flowers... Rubbish customer service.. Full of patronising half baked apologies... No resolution..
Certainly no refund... All they're doing is selling rubbish flowers.. And not caring about after sales complaints...
I shouldn't have to message over 50 times... Its not good enough.. No customer should have to do this..
.
Desired outcome: Refund
No order number of confirmation received
Dear Sir/Madam
A couple of days ago I placed an offer for (Sweet Embrace) for my friend Mrs L Davies for Monday 6th December delivery, after providing all of the information plus payment my screen cleared and the order form disappeared.
I assumed the order had not gone through as I did not receive any confirmation but my credit card has now been charged the full amount.
Please make some enquiries at your end to assure me my order will go ahead.
Yours faithfully
Mrs M Birchall
Desired outcome: Confirmation my order will be delivered
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