Just cannot express enough just how horrific the service I had from this company. This was such a sensitive issue and am still in shock how bad they were. My stepfather passed away a few months back, and my mother has understandably been a mess since then. They were married for over 30 years, and this was her first Valentine’s Day without him. Obviously, a horrible day, so just as a small gesture, we ordered some flowers for my mum from her grandson (my son). I ordered them in plenty of time and was sent a text at roughly 1pm on the day saying they had been delivered. I spoke to my mum a few hours later and she had still not received them. Obviously, this also spoiled the surprise as I had to tell them about the flowers, but she confirmed nothing had arrived. About 5pm, I tried messaging them through their chat system, but they kept me in a queue for nearly an hour. I had to leave in the end as I needed to go to work, so I sent them an email explaining this and pretty much pleading with them to sort this out due to how sensitive the issue was. I appreciate mistakes get made, but how they’re dealt with defines a company in my opinion. I didn’t get an email from them until lunchtime the next day. There was no apology and they told me they would simply need to investigate with the driver before they could comment. I couldn’t understand this, they eventually sent me a photo of the flowers that had been delivered and left in a garden against the wall. I explained that this was not my mums house as she didn’t have gravel (which was in the photo) so they had clearly delivered it to the wrong address. It took about 5-6 messages before they admitted a mistake had been made. There was no apology, and the only 2 options they gave me was to have a refund (with no compensation) or they would deliver the same flowers as initially ordered, but 2 days later. Obviously, by this point, the order was pointless as they had ruined this surprise for my mum. And as it was late in the day, the day after Valentine’s Day, that it was confirmed that I would be getting no help or resolution, I couldn’t get any flowers ordered from anywhere else. Horrific company with no sensitivity or compassion whatsoever. I asked the person I spoke to what the complaint process was, and how I could escalate this, and she told me that it was only her, and there was nothing more anyone else could do. So please don’t comment on this post from the company that you’re sorry, it would just be fake at this stage.