Serenata

I cannot express my disappointment in the bouquet I ordered. It literally looks nothing like the photo and is so sparse. I raised this with the company showing them a number of photos in comparison to what is advertised on their website and they actually said and I quote they feel ‘the bouquet has been made to the correct quality and size as expected, and is to value'. I'm really appalled by their response which I disputed and all they could say was ‘apologies for your dissatisfaction'. Definitely would never order flowers from them again and would never recommend them.

Looked at the site 2 days previous and added a bouquet and truffles to the basket. Went back 2 days later and started a new order. No option to review the basket and I completed the purchase only to find I had been charged for the previous bouquet and truffles.

Made the order at 20.54 on Tuesday to be delivered on Thursday. Emailed at 21.01 on the Tuesday to notify of the error and request refund and was emailed at 7.02am on Wednesday to say flowers were with courier and refund could not be issued.

Customer service is appalling. No attempt to rectify the situation. Spend your money elsewhere folks, this company definitely don't deserve your hard earned money!

Ordered £50 flowers and a £10 vase, they delivered the flowers which weren't in the best condition and forgot to send the Vase meaning the flowers got wasted anyway. Spoke to support who said they can't send the vase out seperately so would refund me the cost of the vase for the inconvenience (even though it wasn't delivered) - There support team has been terrible, they haven't acknowledged any of the issues I raised and have simply said they can't help me.

I would not shop here again or recommend it to anyone else, there are plenty of other places that do it better and have a much better response to issues.

Ordered flowers for a colleague who had returned home from hospital, Ordered Thursday 10th June for delivery Friday 11th June. No flowers have been delivered as yet, 6 days later. Have been fobbed off numerous times with excuses of leave 48 hours for delivery/can't guarantee delivery due to covid/ we have resent your order at no extra cost! I'm at the end of my tether now and have requested a full refund as I have had to order flowers elsewhere. I have received another response today with "I'm very sorry but I'm unable to process the refund, as this is stated in our Terms and Conditions that we do not guarantee a delivery date due to the current situation" I'm sorry but should this company be trading! I will not be leaving things here that's for sure. DO NOT BUY FROM SERENATA because all you will receive is disappointment at a cost.

I am disguisted with this company. I ordered flowers for my girlfriends birthday to arrive on the morning before we went out. I bought this most expensive bunch and paid for the guaranteed delivery.
The flowers did not show up so i contacted support. Did not get an apology but an excuse blaming covid on late deliveries that could take up to 48 hours extra.
If you can't deliver for occassions then you're in the wrong business as flowers are heavily occassion led.
I got an offer of the late delivery cost, however we are not able to receive these flowers as they did not arrive at the time i paid for and was guaranteed.

Terrible company, terrible customer service, terrible attitude. Can't comment on the flowers as I never received them on time.

Thanks for ruining my girlfriends birthday you bunch of amateurs.

Really disappointed that it took me three orders to have the flowers for my parent's 56th wedding anniversary delivered 4 days late. I can accept one 'technical error' where my flowers weren't delivered the day after they were promised, but for a second order to also face a 'technical error' is really disappointing. An opportunity to win a customer back was also missed. Sad to say I won't be using them again.

I received the most beautiful white orchids from SerenataFlowers which came with a white vase. The flowers continuously bloom and are long lasting.

Worst "florist" ever
Worst "florist" ever.

Flowers ordered for delivery on a specific date. Didn't arrive. Recipient was only at the property until the specific date and then away for weeks thereafter.

Clowns delivered them at a later date to a neighbouring property, despite me specifically selecting the ‘do not deliver to neighbour' option.

Now they refuse to have the courier collect and return the flowers to them.

Recipient is now miles away in another city and cannot retrieve the delivery.

I am out of pocket for over £40 for something the recipient will never receive.

Whole bunch of excuses from them but refusing to refund.

Making a claim through my credit card company.

Absolutely DO NOT order from these liars and cheats.

Can't deliver on the day of the occasion, still blaming Covid 12 months later. Customer service appalling, cannot provide updates just excuses.

Flowers delivered from my son for Mothers day dead within 4 days. Complained and dreadful service so complaint was escalated to Customer Delight Team (so amusing). Promised replacement delivery next day. Advised at 5pm still with Courier so tracked at 7:30 and still on the way. Minutes later advised they were unable to deliver. Just sent my 15 email in 3 days to see what is happening.

The worst dead dying diseased rubbish I have ever had delivered for mothers day. Now in the bin! Discusting. Broke my heart having to tell my daughter. The second picture is what I should have received. Discusting!

Ordered these flowers for mother's Day, looks nothing like the picture and arrived crushed and flowers practically dead. Due to the pandemic haven't been able to see her in months and this is what arrives! Supermarket is better quality don't waste your money

Awful flowers and are refusing to refund me. I ordered a £40 bouquet and look at the image of what I've recieved.

Mostly green foilage with a Disgusting selection of half dead flowers. They look nothing like the website image.
We had flower delivered from 3 different companies, Serenata you were the worst.
When we complained, your email stated your flowers come in different stages of bloom... Dead is not a stage of bloom!
Will never buy from you again and advise anyone thinking of ordering flowers from your company to shop else where.
Tried posting a One Star review on your website but there is no review function so not sure how you got those 5 Star star reviews. (Self written fake reviews I guess)
Please Don't spoil your special day with Disgusting flowers plus disgusting customer service.
Feel totally conned.

My husband ordered flowers for my birthday and paid extra for delivery before 12pm... its 7.30pm and they finally arrived...
Have seen better in a service station for £10... scam, scam, scam! Disgusting company!

In October our son passed away, the whole family were devastated, he lived in the USA with his wife Kirstin who was equally devastated, but still had time to think about his family here in GB. She chose Serenata flowers and the flowers-White roses and other beautiful white flowers, I don't know the date they arrived but it seems to be over a month ago and I have just thrown them away. I did exactly what I was told to keep them looking fresh, and admittedly kept them in the hall which is the coolest place. Each week they got shorter but still beautiful. Thankyou

I ordered flowers to be delivered to my friends in Durham, GB, to celebrate their wedding, on the date and specific time guaranteed by the Serenata website. I paid a ridiculous amount of money for it, including the specific delivery window. I never received the notification of delivery made, so I tracked the order and discovered it was still being prepared 5 hours later. That wasn't acceptable, as my friends weren't going to be at that address later. I filled a complaint form on the site and got bombarded with compulsive emails next morning (time zone difference) making apologies and excuses but refusing to cancel the order and refund for the now-useless flowers. They just wouldn't stop with the emails. It got ridiculous when they proudly shoved their TOS at me, explaining their liability and lack thereof, and it became clear that not only they don't know the meaning of the word "guarantee," they also don't know the meaning of the word "liability" (vs. "refund"). I don't recommend dealing with them at all.

Ordered a "Freya" bouquet of flowers for a very special family 75th birthday celebration.

Flower bouquet arrived in a small cardboard transit box. The flowers were mostly unopened buds with an excess of green foliage / only five roses were open. (The presentation of the bouquet was also poor as it looked like it had just been thrown together). The product obviously did not match the description photograph as shown on the Serenata Flowers website (which was important as they had been bought as a gift for a family 75th birthday celebration which was to take place the next day). Because the bouquet could not be used for its intended purpose a replacement had to be bought at short notice from a local florist.
There was also no telephone contact number for the florists who made them up so that I could get a replacement as they were supposed to be given to the recipient the following day.

I opened up a complaint on the Serenata website where I stated that the flowers were unsatisfactory and provided a photograph of the bouquet I had received as requested. I said I did not want another bouquet as it would not be delivered in time (and I had since bought my own replacements). I requested them to come and pick the original flowers up and for a refund.

I later received a reply from a "Customer delight" (?) service operator called "Ana" stating

"After reviewing the image, our floral team has confirmed that the bouquet has been made to the correct quality and size as expected.

If you are unhappy with the flowers after following the care instructions, please contact us again with an additional photograph, within 5 days of the delivery date, showing the specific issue and we will look into this further."

Unfortunately I hadn't got 5 days to wait so I had to go to Tesco and bought £40 worth of flowers and made my own display.

However I did as instructed and 5 days later the bouquet was still not fit to be used with many of the flowers still unopened. So again I sent a message to their customer services attaching a photograph of the bouquet which was still, in my opinion, not as described and thus unable to be used.

Then followed several emails back and forth with "Skye" and despite more photographs their customer service rep insisted that there was nothing wrong with the bouquet and even at one point insisted that I did a stem count (to my mind wilfully misunderstanding the nature of the problem and deliberately stalling / trying to deflect the complaint). They then stated that they were unwilling to progress the complaint any further and as a consequence of that I have had to initiate a chargeback complaint with my credit card provider for a refund.

This used to be a good company but it is not the first time I have had issues with poor service in the last year and now I will never use them again. I would seriously recommend that anyone reading this review look elsewhere.