I am profoundly dissatisfied with the service from Prestige Flowers regarding my order placed on Wednesday, May 15th, for delivery on Friday, May 17th. This order was meant to celebrate my partner's birthday, a significant milestone given her severe health issues over the past year. Despite confirming the correct delivery address with customer service on Thursday, May 16th, and anxiously waiting on the 17th, the flowers and card were not delivered as promised. The Royal Mail tracking number merely indicated that Royal Mail was still “expecting” Prestige Flowers to provide the items, with no further updates. Contacting Prestige Flowers' customer support was unhelpful, as I was repeatedly told to wait without any additional information. Given the importance of this delivery, I sought further clarification from Royal Mail. Two representatives confirmed that while a label had been created on May 16th, the items were never handed over for delivery. This clearly indicates that Prestige Flowers failed to fulfil its commitment. Despite multiple contacts with customer service, I received no satisfactory explanation or resolution, other than an offer for a refund. This situation has deeply upset both my partner and me, tainting what was meant to be a celebratory day. Prestige Flowers did not uphold its 100% Satisfaction Guarantee. The failure to deliver the flowers and card on such a crucial day is unacceptable, especially considering the emotional significance of the occasion. I expected a formal apology and a detailed explanation of why this failure occurred, as well as compensation beyond a simple refund to address the distress and disappointment caused by this experience.