Serenata Flowers Reviews

Name: Serenata Flowers
Rating: 3.37

3.4 Rating 5,977 Reviews

56 %

of reviewers recommend Serenata Flowers

Company Reviews

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Metrics

3.4

Based on 5,977 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 57%
Accurate And Undamaged Orders	Greater than 58%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	1.5 out of 5
Returns & Refunds
Refunds Process	Difficult

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Serenata Flowers 1 star review on 3rd March 2025

662

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Flowers turned up today (day three) after multiple complaints and are recovering in water after three days in the back of a Van. If only I had noticed that all recent reviews on Google are one star.... The courier allegedly had the flowers "out for delivery" since Wednesday (it's now Friday, day three) and despite the courier spending most of yesterday in the area of the destination village, and passing the recipient's address several times (according to the tracker), no flowers arrived until halfway through Friday, 2.5 days later. But that is not the worst of it. The worst of it is the offhand, uncaring attitude of the customer service agent (Katie) who handled my enquiry. She informed me (to my astonishment) that it was to be expected that I should allow an additional 48hrs after the paid for delivery date to allow for delays. I asked here where this information was displayed, as I might have ordered the flowers to arrive in advance of the special occasion, but in reply she cut and paste various things from the website, none of which mentioned deliveries taking place after the date, never mind the fictional "48hr" policy. This behaviour is deliberately evasive, lazy and lacking professional integrity. When I asked her to refer my enquiry to a manager she refused, saying this wouldn't be possible as delays are normal therefore there is no reason to escalate. This morning she cheerfully informed me that the three day old flowers are "out for delivery" but this is groundhog Day, since the flowers were "out for delivery" yesterday, and "out for delivery" the day before. If the flowers exist at all, they have been in the back of someone's van for the last three days. With the birthday long gone, and flowers now three days old and who knows if they will it will turn up today (I very much doubt it as the courier went right past the end of the street more than once yesterday without calling in), how can Seranata Flowers have the nerve to take the attitude that this is normal or acceptable, or to be expected? Where is Katie's supervisor? Who is monitoring deliveries? I am now raising a complaint about my whole experience with them but they have no way for you circumnavigate the Great Wall of customer service advisors and speak to someone useful. If Serenata Flowers had any remaining integrity it would offer me a refund. If you check Google reviews (I wish I had) you will read some extraordinary stories including flowers not arriving for funerals. However they now don't do funerals, which implies that they can't delivery on time, but other special occasions don't seem to be important. I will never, never use this company again and I hope my review stops someone else having the disappointing experience I had. Nowhere in the website does it say to expect a 48 HR delay. It says 98% success rate. These were special occasion flowers, now three days old. I'm starting to think Serenata is staffed by bots, or AI. But you would probably get a better response from an AI.”

Helpful Report

Posted 4 years ago

“I am now on day three waiting for special occasion flowers for an elderly relative ordered 9 days ago. The courier has allegedly had the flowers "out for delivery" since Wednesday (it's now Friday, day three) and despite the courier spending most of yesterday in the area of the destination village, and passing the recipient's address several times (according to the tracker), no flowers have arrived. But that is not the worst of it. The worst of it is the offhand, uncaring attitude of the customer service agent (Katie) who handled my enquiry. She informed me (to my astonishment) that it was to be expected that I should allow an additional 48hrs after the paid for delivery date to allow for delays. I asked here where this information was displayed, as I might have ordered the flowers to arrive in advance of the special occasion, but in reply she cut and paste various things from the website, none of which mentioned deliveries taking place after the date, never mind the fictional "48hr" policy. This behaviour is deliberately evasive, lazy and lacking professional integrity. Nowhere in the website does it say to expect a 48 HR delay. It says 98% success rate. Note, my flowers still haven't arrived and it's day three now. When I asked her to refer my enquiry to a manager she refused, saying this wouldn't be possible as delays are normal therefore there is no reason to escalate. This morning she cheerfully informed me that the three day old flowers are "out for delivery" but this is groundhog Day, since the flowers were "out for delivery" yesterday, and "out for delivery" the day before. If the flowers exist at all, they have been in the back of someone's van for the last three days. With the birthday long gone, and flowers now three days old and who knows if they will it will turn up today (I very much doubt it as the courier went right past the end of the street more than once yesterday without calling in), how can Seranata Flowers have the nerve to take the attitude that this is normal or acceptable, or to be expected? Where is Katie's supervisor? Who is monitoring deliveries? At this stage i raised a new complaint about my whole experience with them but they have no way for you circumnavigate the Great Wall of customer service advisors and speak to someone useful. So guess what, Katie herself handled my complaint about her!!! Can you believe it?! If you check Google reviews (I wish I had) you will read some extraordinary stories including flowres not arriving for funerals. I will never, never use this company again and I hope my review stops someone else having the disappointing experience I had.”

Helpful Report

Posted 4 years ago

“Never , ever use this company if you want flowers to arrive on time and also be fresh . My friend ordered a bouquet to be delivered to another friends address ( she had recently lost her Mum) . She was told delivery on Tuesday The first delivery failed to happen , no reason given , the 2nd new delivery slot on Wednesday also failed to happen . No reasons given despite being told of a specific time slot . Company have refused to refund and have given no reasonable explanation .The address is slightly out of the way but specific instructions were given and also a contact number left , other companies appear to be able to find the location . I presume the courier was too lazy to make any effort . My friend is now having to try and get a refund for a service that was not as advertised or worth the money . Looking at other reviews this company is not worth the time or effort and should be reported to Trading Standards. The company responded to my friend when she complained on Twitter but all they said was it was attempted within a time slot !!! That tells you nothing . There was no way the flowers were even attempted to be delivered as there is CCTV at the address and no one turned up . Very poor service and customer care is non existent !!!”

Helpful Report

Posted 4 years ago

“TERRIBLE i paid £133 for next day before 10:30 service. What a surprise, the order was NEVER delivered! I have to chase customer service now for my money back.”

Helpful Report

Posted 4 years ago

“Do not use this company!!!! Ordered the flowers in picture 1 and picture 2 is what arrived. This cost £35 plus an international delivery charge of £15....= £50!!! Complained and they have stated they are acceptable as an equivalent bouquet in quality and flowers!”

Serenata Flowers 1 star review on 6th September 2020

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Posted 4 years ago

“Most Flowers were Dead. Customer services were dreadful , no help at all. WARNING . DO NOT USE !!”

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Posted 4 years ago

“Courier entered dely as 19.30 at five star small hotel. Flowers haven’t arrived and my daughter goes home tomorrow. I’m waiting for response.”

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Posted 4 years ago

“Tried to use tracking service but kept responding with I had no order in? This was 2 days after ordering and paid for. I then e mailed customer services who also replied with no order in? Very worried I rang my credit card provider whi said Serenata had indeed taken the monies 2 days earlier. I received not one text from the delivery service and after many e mails with customer services told me the flowers had been delivered to another house some 36 hours earlier? Nightmare! Never again.”

Helpful Report

Posted 4 years ago

“Hugely disappointed! l only gave one star because they wont let you give 0 stars, I ordered the Freya bouquet with gifts (spent £70) as a get well gift for someone who is seriously ill. From the outset l was Not Happy, the delivery time was not advised to me until after l had handed over the money, also when I received a photo of what was delivered I was truly shocked ! it looked nothing like the picture of the bouquet l ordered, Half of the arrangement was basically a green shrub! I contacted customer services multiple times by e-mail, and complained to multiple Customer Service operatives who all replied with the same company line, "it was delivered as expected" Don’t waste your Money!”

Helpful Report

Posted 4 years ago

“Absolutely awful unprofessional service I have ever experienced. I had paid and booked next day delivery for elderly couple for their 53 years of wedding anniversary we were informed it will be delivered between 8 and 9am. The flowers were delivered @7.30PM I would NEVER use or Recommend this company to anyone it’s was so embarrassing to say the least. Very disappointed .”

Helpful Report

Posted 4 years ago

“13th wedding anniversary, spent nearly £60. I checked to see if the order had been delievered to my wife, and their website said they tried to deliever but were unsuccessful. They don't have any phone numbers, so I reached out on Facebook, only to find out the package was damaged by the courier. I have now cancelled the order instead of waiting until tomorrow for the to try again as I've already ruined the surprise by asking my wife to check their cctv because they said the attempted delivery.”

Helpful Report

Posted 4 years ago

“Flowers for my mum arrived damaged. Contacted company, sent photos as requested, they just fobbed me off then stopped responding to messages. Atrocious. DO NOT USE THIS COMPANY.”

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Posted 4 years ago

“The flowers were nothing like the picture. Literally went straight in the bin. Was bought them as an apology from someone aswell which is sad”

Serenata Flowers 1 star review on 26th August 2020

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Posted 4 years ago

“Just received flowers from my boyfriend ordered through serenata flowers, they looked like they were at least a week old, had to throw most away as they had already died and were curling at the ends, and no plant food enclosed. disappointed , would not recommend this company,”

Helpful Report

Posted 4 years ago

“Please do not use Serenata Flowers. After receiving an email 10 minutes before the funeral was starting to say that the florist was too late and my flowers were at the funeral directors to pick up, i called the directors who told me no flowers were there. For 3 days i emailed Serenata and got basic responses back saying the florist are looking into it. This is the 5th day today and have still no refund and no idea where my flowers are 😡”

Helpful Report

Posted 4 years ago

“Warning! Stay away! Flowers ordered for an anniversary and arrived a day late. When the flowers arrived they where only fit for the bin. The flowers looked like they had been sitting about for a week. Terrible experience and staff very inconsiderate.”

Serenata Flowers 1 star review on 21st August 2020

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Posted 4 years ago

“The flowers were ordered in good time for delivery. Unfortunately they should have been delivered on Monday and did not turn up till the Friday. This was because of problems with the courier company. I did supply extra delivery instructions to Serenata but these were not passed onwards. I received a call from the courier on Thursday, explained, the exact place and delivery was completed the next day. It was a birthday present and so I shall have to send some with Interflora to replace them. Very disappointed.”

Helpful Report

Posted 4 years ago

“Flowers arrived with broken stems. Some looked dead. Carnations didn't open. Smelt like dead flowers when I opened the box. Didn't look like a bouquet, just random flowers. Underwhelmed.”

Serenata Flowers 1 star review on 20th August 2020

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Posted 4 years ago

“Awful arrived in a crushed box. Everything inside ( anniversary card and flowers) crushed. Flowers were lifeless and fit only for the bin”

Serenata Flowers 1 star review on 17th August 2020

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Posted 4 years ago

“Ordered flowers for my mums 70th birthday 3 days before the day. Called her on the day to ask how are the flowers only to find out there were none. After contacting the company they said sorry but if you had read our terms and conditions you will see that we don’t promise the delivery day... could be up to 48 hours after. Not good enough! They should have warned on ordering so I could have ordered elsewhere! Rather than money grabbing! Don’t use!”

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Posted 4 years ago

Serenata Flowers is rated 3.4 based on 5,977 reviews