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I've used this firm a lot in the UK and generally found them reliable and the flowers fresh. For the first time, I tried to send some flowers overseas to an elderly friend. Disastrous and frustrating experience - anyone contemplating anything similar: be warned. Their contact florist in Madrid refused to deliver the flowers on the promised delivery date because he claimed (so Serenata said) that I had given a wrong phone number.
I got an email message about this from Serenata, with a link that didn't work. No way of contacting them by phone - they claim that mailing their Customer Service is more efficient, which it most certainly isn't. Instead of settling the phone number issue with a quick phone call, I had to send a whole string of messages.
They denied having received the first one, which confirmed the phone number, gave a second number and pointed out that the recipient is quite deaf. I got a reminder from them the next day - again with a link that didn't work. Since they hadn't even referred to their commitment to offer a refund if the delivery date wasn't met, I told them I would cancel. They said they couldn't cancel until they had contacted their agent in Spain - who, it seems, couldn't be bothered to reply for the next 2 or 3 days. In other words they were completely unwilling to take responsiblity for an error made by an overseas florist in relation to a delivery commitment that they themselves had given.
In spite of my insisting several times that I wanted to cancel because the delivery was getting later and later, a bouquet, (I assume it was by then over 3 days old), finally got delivered. Throughout I just had a series of bureaucratic routine messages, telling me that an 'investigation' was underway - and then an infuriating one telling me that my patience had been rewarded!
This firm seems to operate all right if all goes well but seemed to go into a state of paralysis and denial when relatively simple things went wrong (partly I guess because of the lack of phone contact). After this huge waste of time over a simple delivery of flowers, I wouldn't recommend them to anyone. And note - (at least when operating overseas) they don't honour their promise about a refund if delivery dates aren't met.
In summary, I would not recommend Serenata Flowers to a friend.
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