Shocking customer service, would suspect most reviews fake

I've just had the most shocking customer service experience from this company.

They advertise a 100% satisfaction guarantee on their web site with five star reviews which are completely misleading.

I'm sure if you actually receive what you order you won't have a reason to complain, but be warned if you need to use customer service.

I've spent so much time and money, and so much negative energy arguing. The last thing I want to do is waste further time writing a negative review, but unfortunately its resorted to me venting the experience and hopefully avoiding a few others going though this painful experience.

I ordered a flowers package that came to about £60 for my girlfriend's birthday, the package never arrived and customer service have claimed that their 100% satisfaction guarantee does not extend to couriers.

Be warned that their customer service average response time is about 36 hours. So each reply takes forever to come back.

It's always best to keep correspondance documented by email, as I've had to resort to disputing the charge through my card issuer. Nevertheless they never tried to call me and resolve.

They have refused to refund, or redeliver, or even look into what happened or speak to the driver. They refuse all responsibility.

To top it all off the surprise was ruined, but not offering a solution and keeping my money is just plain unethical.

They could of done the right thing and offered some sort of solution but absolutley nothing has been forthcoming.

I have no flowers, wasted so much time on this issue going back and forth with their customer service and am still £60 out of pocket.