MSE News: Last minute Serenata Flowers cancellations see lovers let down

Samoht

I read the post on Serenata Flowers cancelling order at the last minute. This doesn't seem to be an isolated incident. I ordered a birthday balloon with choclates on teh Friday for a friend to be delivered on the Saturday. I decided to do this since I had fogotton to send a card and on the Friday she had recieved some very bad news and thought the surprised would be good for her.

By 5pm on the Saturday I had not heard from my friend so I called Serenata, I need not have bothered , I go a robot on the end of the phone.

The lady politely told me their had been an error and the order could not be fullfilled. Uhm, was anyone intending to tell me had I not called?

I was clearly upset and expalined that it was particularly important to me to get the gift to my friend in view of the news she had recieved. We went through several minutes of discussion with the represetative saying no more each time than 'we can refund you money in full or send the gift on Monday'. why would I want a birthday balloon sent two days late.

I asked the represenative to call my freien bu amazingly she advised me they do not have phones that they can make outgoing calls and refused. I was clearly distreesed thinking of my friend already having had some bad news and then her friend has seemlying forgotton her. I almost begged them to do something, anything only to have the script repeated to me.

All companies make errors, although it seems this company makes more than other but the mark of a good service and comapny is how you deal with it. Either the staff are not empowered to address problems and Mr Ahl needs to do some serious rethinking, or they don't care in which case please be aware and don't use this comapny or I was talking to an incompetent member of staff, my guess it is the first two.

Would Mr Peter Ahl like to comment

banksaremoneysnatchers

The debacle of Valentines cancellations doesn't seem to have improved!

I ordered flower and a balloon on the 18th June 2012 for delivery on the 21st of June as a close friend was coming home from hospital and I wanted to surprise her....It is now the 23rd of June and the flowers still haven't been delivered! The company are blaming the courier company "Home". After 2 call back requests and 3 emails were ignored I blame them!

I eventually found a telephone number HIDDEN on their website and spoke to a person (well at least I think it was)? The staff couldn't care less...Management won't speak to customers and they refused to call the courier company as they only communicate electronically!

TOTAL SHAM.....I would love to speak to the MD but he is probably too busy riding his horse to the not so "OK coral"! :mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:

Jthompson

I ordered a plant for delivery as a gift for Saturday 9th July. This never arrived. I went on their website for a telephone number to enquire, it was hidden away but I eventually found it and rung on Sunday. No apology or explanation. I have tried to ring today but you are directed back to website - but Serenata do not answer e-mails. What is really disturbing is that they have actually removed the telephone number from the website since Sunday!
My only resort now is local trading standards officer.
I think Serenata are in trouble, check them out on Companies House website and you will see what I mean

Mani56

Serenta were up to there old tricks this year. I ordered flowers for Valentines Day. They sent their cancellation email at 0320 on the day, no chance of ordering a replacement.

I also received an email confirming that the flowers had been delivered, nobody saw them. When I questioned this confirmation they did not reply.

foxyroxy123

I used the above "company" as I wanted a next day delivery. I submitted the order and within in seconds realised that the address's postcode was incorrect.

I went back into the confirmation order page to edit this but guess what YOU CAN ONLY ALTER THE FIRST LINE OF THE ADDRESS NOT THE POSTCODE

So I immediatley sent and e-mail giving the correct postcode only to be told (via email)that I can't alter anything as the order had been dispatched. How crazy is that?

So now after numerous emails back and forth I can't establish what address they have been delivered to-as it certainly wasn't my friend. They have told me that I wont be entitled to a refund as it was my fault- but surely if you rectify the mistake but they ignore it-it's their incompetent system??!!

***DO NOT USE THIS COMPANY THEY ARE NOT CUSTOMER FRIENDLY**

urbantheo

09th February I placed an order with Serenata for Valentines flowers to be delivered today on the 12th February 2014. I received a text message today confirming the flowers had left the depot, however, by the evening I began to get worried having not seen anything delivered.

On checking my messages I found an email stating that there was a problem at the depot and the flowers were not going to be delivered as promised. But if I was to 'cancel the order and re book' the same flowers could still be delivered!!!!

Are these guys stupid? You have my money and know what and where to deliver them - why do you need me to cancel and rebook to manage your mistake!!!

Needless to say because I was busy at work I did not see the message and therefore the flowers were not delivered . Customer services were more than useless, almost making a big deal about how good there are in refunding my money - last time I checked if you don't provide the service you cant keep the money, you really are not doing me a favour. In fact you have made my life difficult now and no compensation to the fact.

I saw this post on MS and would love to know of anyone else who has experienced the same or simillar.

Shocking service on all fronts

Hearhear

Ordered flowers for my sister for last Saturday as she has had a very difficult time .
Did not arrive said on my account when I logged in they had been sent to wrong Depot . I wasn't told of this , I choose to re order on their contact form . I then receive an e mail to say that they have refunded