Upon placing the order, I received no confirmation: not through email, not through phone. That's a little strange, but I trusted it well enough and the order was visible in my account. I planned this in advance for a day later, so not particularly last minute, but with delivery schedule for a specific timeslot to be handed over at the hotel reception I would be staying at.
To their credit, this was handled well and handed off, but I had to learn from hotel reception that it was actually handed off. Despite all the notes on the website saying a picture of the bouquet would be sent in advance, there was none and no communication about the hand-off having taken place. The order status in my account said it had actually not been fulfilled at that time yet.
The bouquet was as desired and I had nothing to complain about this, but the additional item I ordered, champagne truffles, were replaced by some chocolates. Contacting the company, which had to be redirected from whatsapp to their email for some reason, claimed this was in their policy of "being allowed to replace an item when not in stock". But 1. No communication about the availability of the ordered item took place 2. The item was vastly different than what was described, despite their policy saying "we'll replace it with a similar looking item" 3. This item isn't an item they sell, so their claim about replacements being "of equal value" can in no way be verified.
The email phrasing from their customer service was a bit weird, filing it on me initially because, as said, they referred back to it being in accordance with their policies, but then still offering a voucher for a future purchase. For completeness of the review, upon stating my dissatisfaction with this service and primarily the communication aspect, they offered a voucher worth 10GBP more (totalling about double the value that had been replaced in my order).
However, despite the flowers turning out great, I cannot see how I could ever recommend this service. They will not communicate on orders, choose to replace items at will with others that aren't noticably similar despite their claims and will not let you know when they make such a replacement. Perhaps they will do the same for flowers, so why'd you trust any delivery to be what you ordered?
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