Shocking service, appalling experience 19 January 2015 Reviewer: Melody from Winchester, Hampshire, UK
176 of 332 people found this review helpful
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I have not encountered a customer service experience as bad as with Serenata flowers.
When trying to write a review on their website, I find that there is no option to be able to do so, and apparently through feefo they only contact a select few who they choose for reviews- very convenient as all their reviews on their websites are 5 stars!!!
I had an awful experience with Serenata.
I ordered some flowers and entered in the address and details fine to be sent to a friend in hospital the next day, a day before I went away for a week without any wifi. I had also provided my phone number.
I come back a week later to a single email saying that they couldn't send the bouquet because I 'hadn't entered the delivery address'. Well I clearly had, I remembered doing it and what's more they won't let you complete the order online without the delivery address entered.
I explained this to them and asked for a refund so I could send some flowers with interflora. I then get an email back saying that because the 'incomplete' delivery address (with only road name and postcode, although I definitely entered the whole address) was on the confirmation email they couldn't refund me.
I thought this was very annoying, but I thought fine, let's get them to just send the flowers out now even though it's a week late. I replied asking this but got a reply saying that I would have to pay AGAIN although no flowers had ever been sent! They then offered to give it to me 50% instead.
I was infuriated but in order to save on losing even more I went through with it, asking to send the flowers asap at that price.
3 days later, I have still heard nothing back, and so I email asking them to confirm they've sent it.
I get an email back saying no they haven't, and when did I want it for even though I specified ASAP.
I reply asking them to send it now, and have just received ANOTHER email to say it still hasn't been sent and when do I want it by.
As it is now a week late, I have bought flowers through another company and cut my losses with serenata because I simply cannot put up with their customer service any longer and I do not have confidence that they will deliver the flowers at all let alone promptly.
I will not be using Serenata again after this awful experience!!
In summary, I would not recommend Serenata Flowers to a friend.
