In the end, they did the right thing by acknowledging the bouquet sent was well below standard and refunded the cost after realising a replacement would be inappropriate. Their website was too cumbersome to enable easy communication which regrettably increased the frustration in getting resolution to the original problem. I would suggest that there should be a feedback/communication path without having to go via a "no-reply" route. As the bouquet had been ordered as a thank you to our hosts for inviting us as their house guests over New Year, no real damage was done, as recounting the story of the problem, and our purchase of replacements flowers in our village store to compensate, was the subject of good humour over a glass or two of champagne as we waited for 2018 to arrive. We did acknowledge the caring and generous response of Serenta Flowers once we got to them. So, all's well that ends well with no damage done to our festivities or to the possibility of us using them again, hoping sincerely that they get their quality failure/response system sorted! A second such experience would kill our willingness to trust them with a further commission.