Absolutely Awful Service

I don't know where to begin with this company.

Since a next day delivery option was available, and I ordered early in the morning of the Monday, I expected the flowers I had bought to be delivered sometime the next day. It costs £6 by the way for that. This was to my girlfriend who lived in Canada. They use Canadian "agents" to get this done. I have used this service before and it was next day then.

When I “tracked” my order on Tuesday evening, not only did it say my order was on hold, but no-one had contacted me from Serenata Flowers to explain this. If I had not tracked my order, I would not have known anything was wrong. This is of course a major failing.

The rep I spoke to explained that the order was not completed because it was “out of their delivery range”, and requested I re-order flowers. At no time in that email did they explain why this issue had not been told to me as soon as possible after I placed my order; neither did they explain which flowers were outside the delivery range. I therefore asked them to re-deliver them and they confirmed.

Yet the next day, again, it was only when I “Tracked” my order that another issue came up. Once again the company did not contact me regarding any issues with my order. This time a rep explained how the recipients address was incomplete and the order was put on hold. This is not an accurate statement, as I have sent multiple letters to my girlfriend in Canada using that exact address and I have not encountered an issue. They did not ask for permission to re-send it and only asked for the full address. Therefore by giving my address I assumed that was the necessary confirmation, seeing as they never actually asked me if I wanted to cancel.

I gave the address, and again the next day (Thursday), I “tracked” my order and AGAIN the order was on hold. Apparently sending the full address is not an indication of wanting to continue the order according to the company.

I emailed Serenata to again confirm my order. Yet once AGAIN on the Saturday, the order was still on hold! I emailed them once more, and the manager explained how “one of our newer team members in error had not placed your order to be accepted for delivery, resulting in this still being on hold”.

So now, because of the company’s failings, I expected delivery on Tuesday, a full 8 days after initially ordering, and 7 days late, seeing as I paid £5.99 for next day delivery.

To compound this already terrible situation, I received an email on Tuesday ( 8 days after ordering initially and the first ever directly from Serenata flowers), explaining how the order has not “not processed correctly due to a technical issue” and “the order has been cancelled”.

Therefore after waiting 8 days I had no flowers and a refund. No explanation beyond "a technical issue".

Not only did Serenata fail in contacting me, they caused my girlfriend and myself emotional stress as FOUR times the company said they would deliver the flowers and confirmed this. Furthermore, they misreported an “incomplete” address, failed to check that the order was even confirmed by a “newer” team member, cancelled my order with almost no explanation and without my permission, and finally did not even explain (supposedly), why the flowers were not in delivery range of a major Canadian town!

I will never be using this company again, and will tell all my friends about my horrible experience.

Don't buy from this company!