Room for improvement

Arena Flowers - online florist.

On Thursday we placed an order for flowers to be delivered on Saturday to Oaxaca, Mexico for the 97th birthday of a dear friend. According to Arena Flowers we could have ordered on Friday as they guarantee next day delivery.
When we checked the status on the website we were pleased to see that it said the flowers had been delivered. To our great disappointment when we phoned Mexico on Sunday we learned that the flowers had not been delivered.
As it was intended to be a surprise for our elderly friend, the whole family had taken turns in waiting in for the delivery. Not just Saturday but Sunday and Monday too, but the flowers never arrived.
When we contacted Arena Flowers we were, eventually, told that the flowers were delivered to the wrong address and we will get our money back.
We felt very disappointed and embarrassed by the whole episode and when asked if the Mexican partner could send an apology gesture to our friends we were told that the local partner was not willing to do this.
Although Arena Flowers offer ‘satisfaction guaranteed’ we feel that the customer service was sadly lacking. We had to do all the chasing with many phone calls and emails to Mexico and to Arena Flowers. On one phone call we were told one thing on the next we were told something else.
We feel let down by the whole experience and won’t be using Arena Flowers again.