Serenata Flowers
Reviews and Complaints

I would like to make an official complaint.
I ordered birthday flowers online on Tuesday 26th October. Order number: [protected]
The website GAVE the option for delivery next day on Wednesday 27th October.
I was told during the day on Wednesday at different times that they were with the courier and due to be delivered.
The customer service agents continued to tell me they would be delivered by 9pm.
THEY WERE NOT DELIVERED.
Today - Thursday 28th October- I now find out that they have only just been dispatched today and were not even dispatched yesterday as i was told! so everyone just lied to me yesterday.
They refuse to give me a refund, even when they have been unable to deliver when a customer requests and PAYS for it.
disgusting service, i am appalled and will never use them gain and ensure everyone i know never uses them either.
i am disgusted they have the audacity to lie so blatantly to customers, take my money for a service, not provide that service then refuse to refund me when they are UNABLE to provide that paid for service. What sort of a business is that?
i hope one day you receive the same service i have and then you might understand how disgraceful what you have done is.

On 2.4.21. I ordered flowers from Seranata Flowers to be delivered to my mother for her birthday on 4.9.21. They were delivered. Four days later my mother told me most of the flowers had died. Separately, my mother and I contacted Seranata & told them about state of flowers. We both received the same email (automated) saying flowers guaranteed for 5 days. Any problem send dated photo's. I responded that my mother near her 80s & not tech savvy & not modern gadgets with dates showing. Received same email as above. I sent another stating not happy, will not use them again etc. Issue unresolved.

I placed an order ([protected] ) on Sunday 15th of August for next day delivery.
It is now Thursday the 19th and they still have not been delivered.
I have contacted Seranata Flowers by email and their on line form but have not received a reply.
I want to know why they have not been delivered and what the company propose to do in order to compensate me
Janice Walker

Order placed Monday 2nd August 2021, to be delivered Tuesday 3rd August 2021. Paid £2.99 for 'thank you' card to say who the flowers were from, which was never delivered. And apparently flowers looked as if they had tried to deliver through letter box, despite instructions to leave in porch.

I am looking for a refund of the £32.98 paid, as the recipient was distressed at not knowing who had sent the flowers etc. Very disappointed.

Delivery details on order no [protected]

I ordered flowers that were far from what I ordered, dying and sparse. I contacted customer service who told me they were correct and to give it 5 days. There is no way what I have is ever going to become what I ordered. The box appears to have been opened and resealed. My wife cried when she saw what arrived they are that poor.
I posted on twitter and it appears yesterday the problem was widespread. Absolute no help from the "delight" team.
What I got was not what I ordered.

reference [protected]
Freya flowers were delivered to my sister in law on 5th April.
she sent me a picture of this which I duly passed on to the Customer Delight team and I did wait 4 days from delivery for them to bloom.
they were no where near as colourful as the picture on the website - lots of greenery.
i explained that my sister In law, Karen Conquest, 114 Lawnhurst Avenue, Bagguley, Manchester had not only been shielding during lockdown but had received some very upsetting health news which is why I particularly wanted them to look good .
i felt very upset at not being offered an alternative delivery when this was so important
i would hope a national organisation such as your would be able to do something more supportive to resolve the situation.
Dianne

Order number 2112657132
Recipient wendy parker 6 maple close bolton bl 3 1ay. Instructions to leave the flowers at her back door, which is behind a large fence, down steps to the back door and cannot be seen from the road side.

07/04/2021.. I ordered flowers to be delivered the following day.
07/04/2021.. I received an email welcoming me back. (this was the second time i'd use this service)
08/04/2021.. I received an email stating my order had left the building.
08/04/2021.. I received an email stating the flowers had been delivered.
These flowers were for a hard working nurse manager who is supporting hundreds of community nurses in this covid 19 pandemic and has received well deserved recognition and achieved a promotion for her unselfish commitment to her nursing teams. The flowers were to congratulate her and to thank her for her unfailing support to the teams. I was surprised when she hadn't contacted me after 2 days.
11/04/2021 I reluctantly (because these were to have been a surprise) telephoned wendy who said she had not received the flowers. She was naturally upset as I was.
11/04/2021 I emailed to check the order,
11/04/2021 I received an email stating the flowers had been delivered at 16.57.11/04/2021 I emailed asking that the driver be asked where the flowers had been placed.
11/04/2021 I received a repeat email of the delivery confirmation stating the flowers had been delivered. No mention was given to my request that the driver be asked where the flowers had been put. Wendy is the deputy director for nursing in bury, a highly respected and professional nurse manager, who would not say she had not received the flowers if that was not the case.

I was recently introduced to serenata flowers by wendy and we are both deeply disappointed with the outcome of my order, and because of the high quality of the flowers we both would like to continue to use this service but need the assurance that orders are delivered correctly.

I would like to add serenata have delivered flowers for me to wendy on a previous occasion with success but disappointingly not this time.

I look forward to your positive response to my complaint. Kind regard chris verity

when my flowers were deliverd the vase was smashed not a happy customer, I would like a replacment please.my son paid a lot for these flowers and I was very dissapointed with my package.the vase that came with the flowers was smashed to bits, the flowers were beautiful but I didnt have a vase suitable for the flowers so the vessel I put them in didnt look very nice and spoiled the whole thing

I ordered flowers to be delivered to my friends in Durham, GB, to celebrate their wedding, on the date and specific time guaranteed by the Serenata website. I paid a ridiculous amount of money for it, including the specific delivery window. I never received the notification of delivery made, so I tracked the order and discovered it was still being prepared 5 hours later. That wasn't acceptable, as my friends weren't going to be at that address later. I filled a complaint form on the site and got bombarded with compulsive emails next morning (time zone difference) making apologies and excuses but refusing to cancel the order and refund for the now-useless flowers. They just wouldn't stop with the emails. It got ridiculous when they proudly shoved their TOS at me, explaining their liability and lack thereof, and it became clear that not only they don't know the meaning of the word "guarantee, " they also don't know the meaning of the word "liability" (vs. "refund"). I don't recommend dealing with them at all.

Serenata Flowers that I ordered online number [protected]. Should have been delivered on 12/12/20. My daughter waited all day no delivery.
Today 13/12/20 whilst she was out delivery of flowers and small box of chocolates was left in her wet rubbish Wheelie bin. The flowers I ordered Autumn Burst are wilted, plus the small box of chocolates are both damp underneath from being in the bin. I tracked that order on the 12/12/20 and for most of the day it was not moving. I believe this order was kept overnight in a cold delivery van! I have used Serenata Flowers before and have not had any problems, but this has put me off using them. I believe the courier service that has been used was at fault, however they work on behalf of Serenata Flowers and therefore are the ambassadors of the company. I cannot contact them directly. As a gesture of good will Serenata Flowers should recompense me.

This company is a complete farce! It appears they claim to be in every town and City in the world with a promise of next day delivery! They do not deliver on time! Our next day Birthday delivery order to a friend from them took 5 days and the vase was smashed. Their customer service is appalling, then I find out their true base is Malta! Avoid this company like the plague as they are disgraceful!

Flowers were sent to my wife who had received lung surgery fro cancer on 23rd may by friends in the USA via Serenata Flowers. They were in poor condition and the next day had wilted. I contacted Serenatat Flowers several times to complain and received automatic relies saying they would look into it. Eventually they said that our complaint should have been within 5 days - it was day 6 . Moreover I could find nothing on the web site to say this. perhaps it was communicated to our friends who sent the flowers. Naturally we did not want to report it to the friends who sent the flowers.

We have received no satisfactory response from regarding the delivery of flowers in poor condition and which wilted the next day. It is shocking service and a complete failure to deliver a quality service. Since they have failed to respond appropriately to my request to replace the flowers I have no option but to go ahead and promulgate their poor service on the internet to deter others from using this very poor service. It is particularly vexing that there has also been an insensitivity to the fact that the flowers were sent because my wife had received surgery for lung cancer which I had communicated to them. There is no facility on their web site for publicising their poor service. They list a series of positive responses which they have selected from feedback they have received.

I ordered a bouquet to be sent to my sick daughter. It arrived virtually dead and smelling of rotting vegetation. She was obviously upset and embarrassed to tell me about it. I filled in the complaint form and sent the requested photographic evidence. I was then asked to send another picture. Customer service offered to resend the same bouquet but the occasion was gone and I didn't trust the company to send flowers of a high quality. I asked for a refund and told it was not customer policy. I then as as compensation, if I had to have another bouquet for an upgrade, once again told it was not company policy to do this. I would not recommend this company which has failed to deliver a service it promised and it seems to me once they have your money you have no rights. It would be cheaper to buy cheap supermarket flowers which would undoubtedly be a better quality. I feel cheated and ignored by this shoddy company and will ensure that I will use all media outlets to inform others not to use them. This company has no empathy and is a disgrace

I ordered flowers from Serenata for delivery on Easter Saturday. The flowers arrived with no message and no senders name included. My complaints received the standard non committal responses. A final email to ‘thomas' named managing director, received the same standard response, but this time a £3 credit was offered 🤣. My response to SERENATA is to NEVER use them again! I have been a customer with them since 2016. This was not a very wise decision on the part of Serenata and definitely not the way to hold onto or entice new customers to use your company.

We selected the deluxe autumn selection. They arrived 2 days late and damaged. Serenata washed their hands of our complaint. The flowers were 5 days old when we arrived at my mothers to find them dead or dying and this was beyond their guarantee period. Complete and utter rip off. We have used Serenata Flowers for over 7 years, We will NEVER EVER use this third rate shoddy company again. Use it at your own risk. I suggest you go to a reputable company, one that cares what their customers want and get. DO NOT USE SERENATA FLOWERS.

Totally let me ( and my mum) down for Mother's Day, whilst I appreciate that items can go out of stock (first it was going to be delayed then within hours "out of stock indefinitely " ? ?) the way it was handled by this company was dreadful, very short notice all processed through an automated system making really difficult for me to amend the order / ask questions etc and requiring me to do the work to try ans sort the order out so not exactly putting the customer at the centre of what they do. And all topped off with 5 days to process my refund 5 days? Luckily Bloom and Wild came to my rescue they had lovely collections and you can even speak to a human being if needed!

When I complained about receiving dead flowers they replied with this

We have reviewed the photographs you provided and we feel that the bouquet has been made to the quality advertised. Please note that roses are delivered with guard petals, these are the outer layer of petals which do need removing on arrival. As roses are particularly delicate flowers the guard petals are left on during transit to ensure the inner rose remain safe and intact.

Has anyone ever heard of guard petals? And are they brown and rotten.
Warn everyone you know not to use this company.

The flowers that arrived were very old and dying. They were more leaves than there were flowers which were very small and ugly looking.
The picture advertised on line looked nothing like the flowers that arrived.
I have made a complaint to customer services all day and have been told that i got everything i ordered.
The flowers were not worth £30.
You have ruined mothers day for both me and my mother.
Will never order flowers from you ever again.

I bought some flowers from Serenata Flowers as a thank you gift for a friend and this was a surprise gift for her. The flowers duly arrived on the day requested but some were squashed, some broken and some of the rose petals were brown and dying. I have contacted Serenata asking for a refund, but it seems, according to their customer service page, this is not an option and they will replace the flowers. I did ask for a refund. This all took place on Saturday 8th December and so far I have received no correspondence from Serenata.

Apart from poor quality of product purchased, this was a surprise for a friend and in effect the poor quality and broken flowers soiled the whole surprise. Very disappointing and I will never use this company again.

I have tried unsuccessfully to download the confirmation to my order [protected]

price £34.99 to Mrs Lynette Hopkins, "sawasdee" 14a Parkers Close, Brentry, Bristol .Bs10 6LZ

I have tried Phoning but none of the numbers are working. I would appreciate you sending the confirmation for this order to my Gmail address = [protected]@gmail.com

I need it so I can be refunded by our Club Treasurer
Thanking you for your help
Ken Keith, Hon Secretary,

Bristol District Spread Eagle Club