Name: Arena Flowers
Rating: 4.25

“Ordered Regina at £36.99 and got 12 red roses at £26.99 Understand flowers subject to availability but to get £10 worth of flowers is a rip off No delivery email either . Not delivered to address either , neighbour instead as they did not know where to go apparently. Uk to France”

Helpful Report

Posted 7 years ago

Dear Emma, Thank you for your review and for letting us know that an incorrect bouquet was sent out on this occasion. We are truly sorry that this has happened and we have arranged the originally selected bouquet for the next available date. We hope your recipient could enjoy the correct bouquet and once again we sincerely apologise for all the inconvenience and disappointment this has caused you and your recipient. Please rest assured that we have escalated this also to our outlet in France to prevent this from happening again in the future. Please feel free to contact us if you require any further assistance and hopefully we were able to rectify the situation for you. Kind regards, Arena Flowers

Posted 7 years ago

“Flowers left on doorstep in 27 degree heat”

Helpful Report

Posted 7 years ago

Dear Joanne, Thank you for your review and we are truly sorry that the courier service left the flowers safe outside the door on a hot day. In usual circumstances the drivers are allowed to leave them safe but in a sheltered place, out of sight and sunlight. That when the recipient is coming back home the flowers can still be enjoyed on the date, they were intended for. However as we understand that it was a sensitive occasion, we offered you a very generous solution which you have accepted. We would like to apologise once again for all the inconvenience and disappointment this has caused you and your recipient. Kind regards, Arena Flowers

Posted 7 years ago

“Placed order before 10am Wednesday 20th June for delivery following day 8-6pm called company 4.30pm on day flowers were due to be told they cant find my delivery, but they could deliver them the following day after 1pm not good enough will not be using this company again”

Helpful Report

Posted 7 years ago

Good afternoon, Thank you for your review. We are truly sorry to hear about your disappointment with your order on this occasion. We have looked further into the issue which has unfortunately arisen on that day. Our external courier service informed us too late on the date, that your order was lost in transit, therefore we were unable to get in touch with you before hand. When you called, we investigated the issue straight away and rectified it with the most appropriate solution. As you wanted the flowers delivered by a certain time in the morning for the next day, we could regrettably not accommodate your wish, as we would have only be able to deliver anytime between 8am and 1pm or 8am until 6pm. Therefore we offered you the alternative option of compensation which you have accepted. Once again we sincerely apologise for all the inconvenience and disappointment this has caused. Kind regards, Stefanie

Posted 7 years ago

“Delivery requested on a certain date was not performed. No information from Arena Flowers back to me before I have asked about the status of the delivery. After that, apologies for losing the order in transit and a ridiculous proposal to redeliver one more week later, when the advertising says same day delivery for fresh orders. Obviously, this supplier goes on my blacklist.”

Helpful Report

Posted 7 years ago

Dear Florin, Thank you for your review and we are truly sorry to hear about the disappointment caused on this occasion. Unfortunately we were not made aware of the issue until you have been in touch with us. We will definitely investigate this further with our outlet in Austria as this is not the service we try to provide here at Arena Flowers. Thank you also for making us aware of this issue and for accepting the solution we have offered you. In regards to the mentioned same day range-this selection is unfortunately only available for our UK orders and not for our International range. Please accept our sincerest apologies once again. Kind regards, Arena Flowers

Posted 7 years ago

“I waited all day to hear from a third party that the flowers had been delivered on the specified date. By 6pm there was no sign of them and no phone call to explain why. They finally arrived at 9pm, which is not acceptable. Would not recommend or use again.”

Helpful Report

Posted 7 years ago

Good afternoon, Thank you for your review. We are truly sorry to hear about the disappointment caused. Unfortunately the external courier service we use in Belgium confirmed today, that the driver's van broke down on that particular day and had to wait until the van got fixed and therefore the flowers were regrettably delivered after the specified time online. We have therefore offered you an appropriate solution, if you could please let us know if you would like to accept this so we can have that arranged for you. Once again we sincerely apologise for the inconvenience this has caused you and your recipient on this special occasion. Kind regards, Arena Flowers

Posted 7 years ago

“The Flowers were delivered on a wrong date. It was send wrong and not what I saw on the Pic.”

Helpful Report

Posted 7 years ago

Dear Selestina, Thank you for your review and we are very sorry to hear about your disappointment. We can see that the order was not received on the requested date, however we have arranged a fresh and free redelivery with enough time for Mother's Day as intended. Would you mind checking if there are any pictures you could forward us to, as you have mentioned that the present did not look like on the website. So we can investigate this further with our florist team and our product developers. Please send us an email to customer@arenaflowers.com at your earliest convenience so we can hopefully have this rectified for you soon. Once again we sincerely apologise for the inconvenience and disappointment caused on this occasion. Kind regards, Arena Flowers

Posted 7 years ago

“Ordered flowers for my sister in Germany after she returned from a short hospital stay. The delivery company rang her bell but wouldn't give her the flowers as the surname on the package was different from her own name. This was because the Arena flowers website takes contact details from my iTunes, where I had her entered as Kate Sis (short for sister). Anyway, I rang Arena and explained what had happened, and they immediately blamed me as they say their ordering process makes it clear the surnames have to match. The truth is that it may say that, but I was in a hurry and didn't see it. I did check the address which was correct so I assumed there would be no problem. Long and the short of it is that Arena would not redeliver or offer a refund, despite the fact that we have paid for goods which we haven't received. The site also said that delivery to Germany was free, but I was charged £8.99 (for a delivery that never reached the recipient). The company was adamant that it was my fault (despite the mistake happening because of their weird system of finding names and address from your contacts database, without asking your permission) and have taken my money knowing that we have not received our goods. Steer well clear!”

Helpful Report

Posted 7 years ago

Hello Tom, Here, at Arena, we'll always do our very best for customers & this is never more important than on the very rare occasions when things don't go to plan. As you know, you made a few errors when ordering the flowers for your sister which prevented them from being delivered. That's a huge shame: we're here to make people happy and an overwhelming majority of our customers agree that we get it right - so we're genuinely sorry that the delivery couldn't be completed. Despite the abusive invective which you liberally shouted at our CS team as they attempted to help you, and the repeated threats to destroy our reputation if we failed to meet your demands for compensation, we have fully reimbursed you and wish you well in your search for a florist who is able to meet your needs in the future. Please do pay attention to those fields that require names and addresses to be completed though; good luck!

Posted 7 years ago

“Ordered flowers from web site for my brothers funeral, very disappointed in what was sent, some flowers left off the arrangement completely with no call regarding a replacement. The spray looked nothing like the one on the web site. They did do some refund, but the damage was done, no second chance on a funeral. As for them quoting they are UK's no 1 rated ethical florist, it's not saying much for the rest. Photos showing what it should be, and what was sent. Brian B.”

Helpful Report

Posted 7 years ago

Dear Brian, Thank you for your review and your comments. We are truly sorry that the flowers were not fully satisfying at this very important and sad occasion. We have passed it on to our partner funeral florist as this is not the service we try to provide here at Arena Flowers and to prevent this from happening again. Once again we sincerely apologise for all the inconvenience and disappointment this has caused you during this very difficult time. Kind regards, Arena Flowers

Posted 7 years ago

“The flowers, a birthday surprise, were delivered to the wrong address. The tracking number provided did not work. My call to customer services was met with insistence that the flowers had been delivered, a promise then to call me back - no call was received, just an email telling me again that the flowers had been delivered. The recipient of the gift walked to the adjoining office to try and track down the delivery, and found that the flowers had been delivered to the loading bay of the next door office - were she not to go hunting, we would not have found them. Hardly the 'birthday surprise' i intended. Very poor customer service from Arena.”

Helpful Report

Posted 7 years ago

Good afternoon, Thank you for your review and for letting us know about the delivery. We have forwarded this on to our external courier service as the driver should have definitely delivered the flowers to the company which is on the label and not to the neighbouring office. However, sometimes when flowers get delivered to companies they may be delivered to a loading bay or Reception area/staff who forward the flowers on so it may be that an internal issue may have arisen as well. As it was not the experience you have learned to expect from Arena Flowers over the years, we have sent you an email now with an appropriate solution. Once again we sincerely apologise that the delivery did not go as smoothly as it usually does but we hope your recipient was able to enjoy the flowers. Kind regards, Arena Flowers

Posted 7 years ago

“We were really disappointed with the flowers that were delivered, despite following the instructions most wilted and shrivelled and didn't open, we complained and they sent another lot which were marginally better in that some opened but the rest didn't. We complained again and as they say satisfaction is guaranteed asked for our money back, we were refused but offered a discount on more flowers. Why would we want to spend more money on unsatisfactory flowers? Some of my flowers didn't open at all but we were told the flowers that did open are only guaranteed to last 5 days which I don't think is very long at all, even supermarket flowers last longer than that. These flowers were from my daughter in law to cheer me up at a very difficult time in my life, I had other postal flowers sent from friends at work from a different online company and they were beautiful and lasted over two weeks.”

Helpful Report

Posted 7 years ago

Dear Sue, Thank you very much for taking your time out to leave your review here. We are very sorry, that you are not fully satisfied with the flowers which were received. We have redelivered the original bouquet as the complaint was issued within our suggested time, however when your sender complaint about the second delivery, a month had passed and by then, it is very difficult to look into what had happened. As flowers are perishable goods, we ask our customers to contact us within 3 to 5 days after the receipt of the product to be able to investigate properly what has happened, as after this period of time we are unfortunately unable to find out if it was really a quality issue from our side, if it was maybe damaged in transit or indeed how the flowers have been cared for. Therefore when your sender contacted us, we have asked for pictures and we could see that the flowers looked fine for the life span of 5 days. As flowers are 'living' products, we are regrettably unable to guarantee that the flowers will open up all at the same time or will last exactly the time which we guarantee them for. Therefore an appropriate solution was offered. Furthermore our Satisfaction Guarantee does not guarantee a full refund or a free redelivery as it is up to our own discretion and the individual circumstances. We will always try to deal with our complaints in a fair and efficient manner and this is what the satisfaction guarantee stands for. Once again we sincerely apologise for all the inconvenience and disappointment this has caused you and your sender on this occasion. Kind regards, Arena Flowers

Posted 7 years ago

“I paid €53 for a bouquet that, according to the photo and itemised breakdown, contained quality flowers. No properly trained florist would: a) run out of roses for a bouquet that was ordered 7 days earlier Or b) believe that lilac chrysanthemums were ‘an equal or superior quality’ substitution for premium flowers. The flowers started to wither after 3 days and were fit only for the bin by the 6th day. After sending 2 emails of complaint I was told it was my fault for not complaining within 3 days (I was out of the country) and for not reading the small print. I was offered a paltry 15% refund. Where’s the ‘100% Satisfaction Guarantee’ promise? Sending flowers is an emotional purchase and cannot be compared to the weekly online supermarket shop. It is both hurtful and embarrassing when the recipient receives a shoddy product and the payee cannot be recompensed. I suggest Arena Flowers needs to up their quality control or maybe stop lying about their European products. I do hope this review is published on the website.”

Helpful Report

Posted 7 years ago

Good afternoon, Thank you for your review. We are very sorry for the inconvenience caused. We can see from our records that we have received the complaint unfortunately a bit too late, to look into this for you properly. Especially as it is an International outlet we are dealing with, and they need the quality issues complaints as soon as possible or after 3 days after the delivery to have this investigated properly, as explained in our email conversation. We guarantee our flowers to last up to 5 days so the expected life span of the bouquet has been met. Unfortunately in rare occasions, we may need to substitute flowers as the supply was not met. However it will always be to the same or higher value. This is mentioned in our substitution policy on our website as well as in our Terms and Conditions. Therefore we have offered you an appropriate solution. Once again we sincerely sorry that you were not fully satisfied with the service provided on this occasion, however as also explained online, the 100% Satisfaction Guarantees a 100% fairly treatment and an efficient resolving of the matter-not a guaranteed full refund or a free redelivery. Kind regards, Arena Flowers

Posted 7 years ago

“Some flowers rotten on arrival and others died within just a few days. Very disappointed.”

Helpful Report

Posted 7 years ago

Good afternoon, Thank you for your review. We are truly sorry to hear that the flowers arrived like this. We have emailed you already with an appropriate solution if you could get in touch with us to inform us if you would like to have that arranged, that would be great. Once again we sincerely apologise for all the inconvenience and disappointment caused. We hope to be able to rectify this situation as soon as possible. Kind regards, Arena Flowers

Posted 7 years ago

“Didn't deliver and very rude customer service.”

Helpful Report

Posted 7 years ago

Dear Karen, Thank you for your review and your comments. We can see from our records that you have selected an arrangement which was unfortunately not available over our Mother's Day period as we only have a smaller flower line available to make it easier for our florists-as you can imagine it is a very busy time for us. The dates for that selected product was unavailable to be selected and a pop up message informed our customers that if the bouquet is not available for the requested period, to please select a different one. As also shown on your confirmation email (which we count on our customers to check after placing orders online) the delivery date was stated as the 16th March which is unfortunately after Mother's Day. As we are an online florist we are regrettably unable to check all our orders in advance to see if the orders were actually placed as requested or by error. We have offered you an appropriate solution already which you have accepted. Once again we sincerely apologise for the confusion, inconvenience and disappointment this has caused you on this very important and special occasion. Kind regards, Arena Flowers

Posted 7 years ago

“Utterly useless. Ordered a bouquet for my darling Mother for Mother’s Day. Paid the extra postage also. Won’t be delivered until the following Tuesday by their equally useless delivery partner, Yodel. Won’t be using again. They’ve ruined Mother’s Day for me and my Mum.”

Helpful Report

Posted 7 years ago

Dear Jon, Thank you for your review and your comments. We are truly sorry that the flowers could not be delivered on the requested date. We will send you an email shortly with an appropriate solution. Please accept our sincerest apologies once again. Kind regards, Stefanie

Posted 7 years ago

“#6932964 ,6435620 is what went wrong. I'm been very impressed with the flowers you've provided over the past few years, but it is unacceptable to not receive it on the day of the occasion. I understand it is up to the couriers to deliver but I am not the client of the courier company you employ, but YOURS and have been loyal to you for years. I believe I am not the only person feeling like this, so I would suggest taking my advise on board and rethink your SLA with the couriers , as you will end up losing more and more loyal clients.”

Helpful Report

Posted 7 years ago

Dear Grant, Thank you for your review and we are truly sorry to hear that the flowers were not delivered in time before the company closed on the specified date. We usually suggest to have orders which go to Business addresses arranged with an early delivery to ensure they are sent between 8am and 1pm which would be £4.99 additionally. We can see that the delivery was attempted at 5.15pm and we believe that the business was already closed by then. We will still take your comments on board and I will send you an email as well with a good will gesture as you have been a loyal customer of us for years. Once again we sincerely apologise for the inconvenience and disappointment caused. Kind regards, Arena Flowers

Posted 7 years ago

“For the second time, Arena flowers failed to deliver on the day. So if you want flowers for a birthday or valentines day etc then they have proven to be a bad choice. 3 different times the flowers have been too old and very poor, one occasion almost dead which only hassle created new ones which werent much better. The response to my enquiries, and complaints, have been rather evasive and upset me.”

Helpful Report

Posted 8 years ago

Good evening, Thank you for your review and your comments. We sincerely apologise that the flowers were not delivered on the requested date. We had a look into our system and we can see that your order was placed for the Philippines and for all our International orders, we have unfortunately a 48h window due to the time difference, etc. This is stated on our website. Also we cannot see any correspondence from you in our email inbox that you mentioned quality issues for this order. If there are still pictures available which could be forwarded to us, we would be more than happy to look into this further with our outlet over there. Furthermore we have sent you an email now with an appropriate solution and once again we are truly sorry that you were not fully satisfied with the service you have received from us on this occasion. Kind regards, Arena Flowers

Posted 7 years ago

“I had to give them 1 star as zero stars was not an option. I ordered a bouquet for a prospective date for Valentine's day. I had not heard from her by 4 o'clock, so rang Arena Flowers who told me they were due for delivery in the next hour. They were actually delivered and left at her deserted work place at 8.40pm!!!!! Needless to say they were not there in the morning. Arena Flowers have given me a refund (pending), but do not seem bothered about letting me down. I will never use this company again. I will buy local from now on. Terrible company, terrible customer service”

Helpful Report

Posted 8 years ago

Dear Craig, Thank you for your review. We are truly sorry for the inconvenience and disappointment caused. When you rang at 4pm it really looked as the flowers could make it before the business closed, however there was then a delay on our courier's end which we were regrettably not informed about. We have escalated this with them now to prevent it from happening again and for all the mishap caused on this very special occasion we have offered you an appropriate solution. Once again please accept our sincerest apologies. Kind regards, Arena Flowers

Posted 8 years ago

“Poor Customer Service Expectations were not met. It was insinuated it was my fault for the mis-order. I was charged for an order which was not in line with what I confirmed on screen. When I raised this to customer services, there was no appreciation for my disappointment. When I escalated to the Customer Service Manager, the poor tone and manner in which the previous Customer service person I spoke with was echoed. I had to stress quite hard not only the security issue they have in their system but how upset I was with the situation. For a customer service centric business, I was astounded at their approach to ensure customer satisfaction. Especially given how proud they are to his point … claiming "Customer Guaranteed Happy" and "Our Promise – 100% Satisfaction"”

Helpful Report

Posted 8 years ago

Good morning, Thank you for your comments. We can see from the order information that you have unfortunately placed an order for 2 bouquets. As we are an online florist, we count on our customers to check the confirmation emails we send straight away, to prevent duplicate orders, incomplete information, etc. We are not accountable for errors during the order process if the orders are placed online. We have then kindly offered you an appropriate solution which you accepted. Once again we sincerely apologise that you are not feeling fully satisfied with the service provided on this occasion. Kind regards, Arena Flowers

Posted 8 years ago

“My order arrived 1 day later :(”

Helpful Report

Posted 8 years ago

Dear Bogdan, Thank you for your review. We are truly sorry to hear that your flowers were delivered a day late. Regrettably there was a delay in transit and the courier driver was only able to have the flowers delivered late in the evening and then was only able to have them delivered the next day. We have offered you an appropriate solution and once again we sincerely apologise for all the inconvenience and disappointment caused. Kind regards, Arena Flowers

Posted 8 years ago

“The image displayed on the website is not even remotely close to what arrived. The image shows lots of white and purple flowers all nicely bunched together in an arrangement. What arrived was mostly green foliage with the occasional white, pink and purple flowers. The white flowers were going brown on the edges. A pink flower was losing its petals and one of the purple flowers was dead. The flowers looked like they had been thrown together and there were huge gaps in the bouquet. We complained to Arena flowers and sent them a picture. They replied to say that the (pitiful) bouquet that had been sent was justified by the £30+ price. They offered us a measly 10% discount and a half hearted apology as they couldn't seen what was wrong with the bouquet. Told them not to bother. Disgraceful !”

Helpful Report

Posted 8 years ago

Good afternoon, Thank you for your review. We are very sorry to hear about your disappointment. As mentioned in our email conversation, we can see that our 3rd Party Florist for our same day flowers has confirmed that the flowers were fresh, some still in buds ,which should have still opened up and make the bouquet look bigger, also we received confirmation that it was filled to value. We have then offered you an appropriate solution for any inconvenience caused, which you unfortunately declined. Once again we sincerely apologise that you were not fully satisfied with the service provided on this occasion. Kind regards, Arena Flowers

Posted 8 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 64%
Accurate And Undamaged Orders	Greater than 88%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Under An Hour

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