Flowers turned up today (day three) after multiple complaints and are recovering in water after three days in the back of a Van. If only I had noticed that all recent reviews on Google are one star.... The courier allegedly had the flowers "out for delivery" since Wednesday (it's now Friday, day three) and despite the courier spending most of yesterday in the area of the destination village, and passing the recipient's address several times (according to the tracker), no flowers arrived until halfway through Friday, 2.5 days later. But that is not the worst of it. The worst of it is the offhand, uncaring attitude of the customer service agent (Katie) who handled my enquiry. She informed me (to my astonishment) that it was to be expected that I should allow an additional 48hrs after the paid for delivery date to allow for delays. I asked here where this information was displayed, as I might have ordered the flowers to arrive in advance of the special occasion, but in reply she cut and paste various things from the website, none of which mentioned deliveries taking place after the date, never mind the fictional "48hr" policy. This behaviour is deliberately evasive, lazy and lacking professional integrity. When I asked her to refer my enquiry to a manager she refused, saying this wouldn't be possible as delays are normal therefore there is no reason to escalate. This morning she cheerfully informed me that the three day old flowers are "out for delivery" but this is groundhog Day, since the flowers were "out for delivery" yesterday, and "out for delivery" the day before. If the flowers exist at all, they have been in the back of someone's van for the last three days. With the birthday long gone, and flowers now three days old and who knows if they will it will turn up today (I very much doubt it as the courier went right past the end of the street more than once yesterday without calling in), how can Seranata Flowers have the nerve to take the attitude that this is normal or acceptable, or to be expected? Where is Katie's supervisor? Who is monitoring deliveries? I am now raising a complaint about my whole experience with them but they have no way for you circumnavigate the Great Wall of customer service advisors and speak to someone useful. If Serenata Flowers had any remaining integrity it would offer me a refund. If you check Google reviews (I wish I had) you will read some extraordinary stories including flowers not arriving for funerals. However they now don't do funerals, which implies that they can't delivery on time, but other special occasions don't seem to be important. I will never, never use this company again and I hope my review stops someone else having the disappointing experience I had. Nowhere in the website does it say to expect a 48 HR delay. It says 98% success rate. These were special occasion flowers, now three days old. I'm starting to think Serenata is staffed by bots, or AI. But you would probably get a better response from an AI.