Van Arthur Florist Reviews

Name: Van Arthur Florist
Rating: 4.84

4.8 Rating 627 Reviews

97 %

of reviewers recommend Van Arthur Florist

Company Reviews

Metrics

4.8

Based on 627 reviews


Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	97%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	5 out of 5

Van Arthur Florist 5 star review on 1st March 2024

Anonymous // 01/01/2019

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

“The lady working there was very rude, she refused to do anything I asked for and she was using rude and inappropriate language. I will never go to this florist again and definitely not recommending it to anyone.”

Helpful Report

Posted 2 years ago

Dear Hosai, there are a number of things to consider regarding your review. As you have decided to make your experience public, I have listed a few of them here to do the same. 1. You ordered a bridal bouquet with 4 days notice, and despite us being fully booked my colleague wanted to help you. We took on your order, and managed to source the flowers you required from various suppliers despite the time restraints. 2. We provided you, in a timely fashion, with everything you had ordered - and more. Your order was ready to collect in time on the day of collection. 3. We also provided silk base on the buttonholes at no extra charge. When you asked her to put the buttonholes in foam, she explained that it's not possible, as the stems are wrapped in silk. You understood this as "she refused to do anything you asked for", but this is not the case. I think we have done everything to make a happy customer out of you - but as we have failed, I can only apologise. We try to make each customer leave us happy regardless of their return, but I wish you better luck in finding and working with another florist in future.

Posted 2 years ago

“I must say it was very disappointing to received a bouquet in a water logged, damaged bag which when I picked up from our Reception the handles went. It made it difficult for the recipient to carry them home, not sure I would use this florist again.”

Helpful Report

Posted 2 years ago

Hey Kate, sorry to hear about this. You haven't previously told us about this, and on delivery the bag was definitely in tact. We know this as all deliveries are photographed on delivery. It is possible damage has occurred post-delivery, but nonetheless our drivers also carry spare bags on the van in case of spillages and accidents and we would have been happy to send a driver back with a new bag had you let us known at the time. Apologies again it wasn't the best experience, but please know we will always go the extra mile to get things right, but just as long as we know when something has gone wrong. If you feel we can still do something to get this right, please get in touch with us via email. We would like all customers to leave us happy regardless of their return.

Posted 2 years ago

“Not happy with the flowers at all, the roses in the bouquet are dry and turning brown as well as some flowers bent and broken of their stems. I also had to chase twice in regards to where my order was, received very late in the day, i think for mothers day you bit off more than what you can chew and were overwhelmed as shown in your service and quality - personally I would like a refund!”

Helpful Report

Posted 3 years ago

Hey Afifa, firstly we would like to say thank you for choosing us. We have read your review and it does not make good reading. If you google the rose variety "Wham" you will see that the roses are grown this way, they are not browning, we can promise you that! In regards to your other comments, this year we stopped taking orders on Friday 12th March so that we could focus on giving our customers the best possible service and the freshest possible flowers. We know it's an incredibly busy time during Mother's day, that's why we only promise a delivery by 7pm. This is made clear on the product page, the delivery page, the confirmation page and finally your confirmation email. Your delivery arrived at approximately 4.45pm which was much earlier than the time promised. We know we can't promise customers timed delivery or an AM delivery, that's why we don't offer it. You did have the option to collect your flowers at a time that suited you instead, but you did not choose this option and went for delivery which made clear that deliveries could take up to 7pm. On one of the busiest days on the calendar, we also gave you the courtesy of ringing the driver whilst you were on hold, so we could give you a better ETA. We also phoned you back to give you a 5 minute heads-up on delivery to put your mind at ease. Nonetheless, we would be happy to offer a refund in full if you can return the flowers to us by 4pm on Tuesday (48hrs after delivery). It would not be fair to send a refund to you in any other circumstance, as we have given you the same same high quality product and service as all other customers who have all paid full price. We do hope you will find a different, more suitable florist in future, who can meet your demands. We stand by our promises made to you on your order which we have met to the high quality standard we expect our customers to receive.

Posted 3 years ago

“Before placing the order, I called the North Harrow branch to ensure that the flowers for our anniversary could be delivered before 9.00am. I was told yes they could be delivered before 9.00am but please mention this when placing the order. Placed the order with delivery instruction to deliver before 9.00am as I was told. Their website says free next day delivery if ordered before 11.0am the day before. It also states that there is a charge of £9.95 for 10.30 delivery IF ORDERED BY 2.00PM THE DAY BEFORE. As I ordered 4 to 5 days in advance, delivery before 9.00am should be free and chargeable only if the order was placed the day before. At 9.45am, I called to ask where the flowers were. I was told that I did not pay extra for delivery before 9.00am. I mentioned that the order clearly states delivery required before 9.00am. Why didn’t someone call me to say that I had not paid extra for before 9.00am delivery. The response I got was “you don’t expect me to look at all the orders that come in before the delivery date do you”!!! To cut a long story short, as the telephone conversation was becoming unpleasant and a shouting match developed as to who was right and who was wrong, and I found the man I spoke to extremely rude and arrogant, I cancelled the order and obtained a refund. Definitely will not support this local business in future.”

Helpful Report

Posted 3 years ago

Hey Vipool, apologies you weren't satisfied with your experience with us. As you have stated in your review, we offer an earlier delivery service which is chargeable at £9.95. You must order at least before 2pm on the day before (or you can order earlier, but this is the cut-off time for this service). We do not offer it free, or claim to offer it free anywhere. I am amused to read that you think it "should" be free, but I'm afraid it cost us money, so therefore it isn't free. When you made your order, you opted for the FREE delivery service, which clearly states that we'll deliver free of charge by 6pm on the chosen day of delivery. This is also written both on the website when you make your order, on the delivery page, and finally on your order confirmation. Obviously, the delivery service costs us money - we offer it free of charge to the customers who give us the flexibility of timing - this means we can send deliveries most efficiently (I.E send one driver, to one area, at one time in the day which costs us less in driver time, fuel and mileage, so they can fulfil all deliveries in that area in one time). For those who need delivery by a specific time are offered this at the extra cost which we incur by sending deliveries to a specific area at their requested time. I am pleased you have voiced your review so everyone can see clearly that your order was dealt with in the most fair way - as we were ready to fulfil what was promised and paid for. However as you were not happy, we promptly provided you the full refund as you requested. What more could one ask for? As I explained to you in my recent email, it's my job to ensure customers leave us happy regardless of their return, and I do believe I have done everything humanly possible to make this happen for you. Again as I mentioned in my email, thank you again for giving us a chance, and if you do decide to try us again sometime in future, feel free to reach out to me directly first - but please do note; we are fair with all customers. And what one customer gets billed £9.95 for, we cannot offer that to another customer for free. It is simply not fair, and I cannot look my other customer in the eye and explain for what reason they paid for something that somebody else got for free.

Posted 3 years ago

“I was treated appallingly by the Florist when I returned to pick up my flowers on 31 Dec 2019 I called to complain when I left the shop”

Helpful Report

Posted 4 years ago

Van Arthur Florist is rated 4.8 based on 627 reviews