Paid for next-day delivery on Mother’s Day for a bouquet of flowers as a gift. Received an email the night before stating that there would be substitutions made to my bouquet due to market availability but the arrangement would still be of the same aesthetic value and quality. The email ended with “We don't want your recipient to receive nothing today so our partner florist will go ahead with preparing and delivering your order using the substitutions mentioned above, by the time on your receipt!”. Was told on ordering that delivery would be between 10am-6pm. As I was aware it was a busy day, I let it get to 7.30pm before contacting in case there was any chance the flowers might arrive late, however at this stage tracking was still showing as “with the florist”. I spoke with someone using the online chat function and then received an email last night stating the partner florist sent apologies and would be happy to send the bouquet today instead and that the delivery fee would also be refunded for the inconvenience which is the bare minimum that you’d expect when you’ve booked and paid extra for a delivery on a specific day and the service was not provided with no communication at all from the company. I replied expressing that I still was not happy with the way the situation had been handled and asked for answers to a few questions e.g who was their partner florist? Why were they unable to fulfil the order? If I did get the flowers delivered today instead, would they still be fresh? I received no response so phoned this morning. The customer service was not great. The member of staff I spoke to did tell me who the partner florist was, but was unable to answer any of my other questions and just kept repeating “I’m sorry” but not actually doing anything to resolve the situation other than offering me a refund or delivery today instead. I inquired how long a refund would take on the phone and was informed it would take 5-7 days. I asked if there was any way this could be done sooner since they were able to take the money direct from my account and I was only requiring a refund because they had failed to provide the product. I was told no, this was the bank’s policy. I just accepted the refund but will never use or recommend this company to anyone in the future. In my confirmation email about the refund, it also became apparent that the staff member on the phone had lied to me about how long the refund might take as the email stated it could take 5-10 working days, meaning they could potentially hold my money for a fortnight and there’s nothing I can do about it! After being told there was nothing more they could do on the phone I was offered a £20 voucher to use on my next order with them in that email, but that doesn’t do me much good considering after this experience I’d never spend any money with them again, especially not when I’m still waiting for a refund from them. I’d give them zero stars if I could.