I ordered an expensive arrangement for my mother. I requested that the courier show some patience as it takes time for someone in her nineties to get up out of a chair and get to the phone. Although my mother answered the intercom system when it buzzed no one responded to her query. An hour later an honest and very kind passer-by alerted my mother to the presence of a box on the front step of a large block of flats on a very busy main street. Would I have received a refund if the gift had been stolen? A complaint made to Serenata about the courier's behaviour led to the response that they have no control over the couriers and they, the couriers, do not have to honour any request made by the person who ordered the flowers. Why, then, do Serenata offer a personal delivery service if they have a) no control over the behaviour of the couriers they use or b) offer a decent apology both to the recipient or the purchaser. Whilst the flowers were beautiful, greatly appreciated by my mother and were worth what I paid, I consider both of us lucky that she got them at all - and only because someone was kind enough to do the job the courier is being paid to do. I won't be using Seranata again.