I was very impressed by Serenata flowers' willingness to get things right, even after a customer error. I sent flowers to a desperately ill friend, who is miles away from home, but the address I was given was incorrect. After an initial attempt at delivery failed. I subsequently, entered into a rapid fire e-mailed convo with their customer services using their on-line query system, at 8pm on a Sunday evening (And they were still actively responding to queries). Serenata were willing to arrange a change of address, even though the flowers were already in the hands of the courier. As a result, the flowers were successfully delivered the following day. That is going the extra mile to provide customer service.