Name: Arena Flowers
Rating: 4.25

“Very disappointed and angry that the flowers I choice were not the one delivered.There is a big difference between these bouquet of flowers. The one the first one on the left ,is the one I ordered the second one was what was delivered.”

Helpful Report

Posted 8 years ago

Good afternoon, Thank you for your review. We are truly sorry to hear that you are not satisfied with the flowers which were received. We can see that we are already in contact with you in regards to images and further details. As soon as we receive them, we will be contacting our outlet and then we will be back with you as soon as we can, with hopefully an appropriate solution. Please bear with us until then and thank you for your patience in advance. Kind regards, Arena Flowers

Posted 8 years ago

“I received these as a gift today absolutely disgraceful”

Helpful Report

Posted 8 years ago

“Order number 6522617: this is turning into an unbelievable farce. Arena Flowers kindly agreed to deliver a replacement bouquet, as the original one was hardly value for money (3 sunflowers, cut very short, and some leaves for nearly £30). We agreed a Saturday delivery (for which I had paid extra) so my sister can enjoy the flowers at the weekend. The replacement flowers were delivered on a Monday afternoon. Bouquet was the same as the original one: 3 short cut sunflowers and some leaves! Someone, probably the florist, either does not get the message or does not care. All potential joy has evaporated.”

Helpful Report

Posted 8 years ago

Good afternoon, Thank you for your review and your comments. As explained in our emails with you, we will definitely have this investigated to figure out why the flowers were delayed and also why the same bouquet was sent out twice even though, we have mentioned the issue with the first bouquet. We are working very hard with our German outlet to have this resolved and prevented from happening again. Once again we sincerely apologise for all the inconvenience this has caused you and your recipient and thank you for accepting our most appropriate solution, we have offered you. Kind regards, Arena Flowers

Posted 8 years ago

“Order number 6522617: As detailed on my review 6 days ago, the flowers delivered for the money paid were dismal. After I e-mailed a photo of the bouquet to Arena Flowers they offered to deliver a replacement bouquet. We agreed a date and day. The replacement flowers never arrived. As I have now been let down on 2 occasions, all I can say is DO NOT USE THIS SERVICE. Clearly the florist they use in Bonn, Germany, is not up to the standard promised on the Arena Flowers website and this does not inspire any confidence in any other florists Arena Flowers may be using.”

Helpful Report

Posted 8 years ago

Good afternoon, Thank you for your review and your comments. As explained in our emails with you, we will definitely have this investigated to figure out why the flowers were delayed and also why the same bouquet was sent out twice even though, we have mentioned the issue with the first bouquet. We are working very hard with our German outlet to have this resolved and prevented from happening again. Once again we sincerely apologise for all the inconvenience this has caused you and your recipient and thank you for accepting our most appropriate solution, we have offered you. Kind regards, Arena Flowers

Posted 8 years ago

“This is a dishonest and unprofessional entity. Charged my credit card and insisted that flowers were delivered when in fact they weren't. Only after threatening to report this as fraud and after a lengthy email exchange did they conceded that flowers were not delivered. Still awaiting a refund. I will never use them again and hope that me sharing my experience assists others.”

Helpful Report

Posted 8 years ago

Good afternoon, Thank you for your review and your comments. We are truly sorry for all the inconvenience this has caused on this very special occasion. As explained in our email conversation with you, we have a 48h window for our International orders which is stated online and we suggest to have those orders placed the day or two before the requested delivery date to ensure a timely delivery. Also as our International Partner has confirmed a delivery we had to double check with them to investigate this further. We only after that we were informed that regrettably due to a transmission error your flowers could not be delivered and we have offered you an appropriate solution for the mishap which had occurred. Please rest assured that we are working very hard with our partners to have this issue solved and prevented from happening again. Once again please accept our sincerest apologies again. Kind regards, Arena Flowers

Posted 8 years ago

“Failed to deliver flowers on the day of my mum’s birthday. Useless, I would not trust them to deliver anything.”

Helpful Report

Posted 8 years ago

Good afternoon, Thank you for your review and your comments. We are truly sorry for all the inconvenience this has caused on this very special occasion. As explained in our email conversation with you, we have a 48h window for our International orders which is stated online and we suggest to have those orders placed the day or two before the requested delivery date to ensure a timely delivery. Also as our International Partner has confirmed a delivery we had to double check with them to investigate this further. We only after that we were informed that regrettably due to a transmission error your flowers could not be delivered and we have offered you an appropriate solution for the mishap which had occurred. Please rest assured that we are working very hard with our partners to have this issue solved and prevented from happening again. Once again please accept our sincerest apologies again. Kind regards, Arena Flowers

Posted 8 years ago

“Be careful when you order it is not made clear that unless you choose extra delivery they send via royal mail”

Helpful Report

Posted 8 years ago

Dear Mary, Thank you for your review and your comments. We are truly sorry to hear that you were not fully satisfied with delivery information online. As we are an online florist we have a few different delivery services available. Usually we send our bouquets with an external courier however, we can see that you have selected a product from our Letterbox Collection. Most of those products will be delivered with Royal Mail First Class Service for the delivery the next day, as they arrive in a box designed to fit in a standard letter box. This is explained on our website as we have different times and services available. Also we have a great and helpful Customer Service Team where the members of staff are always happy to help if our customers feel that not all information are clear online. We hope your recipient could enjoy the flowers and once again we are very sorry for any inconvenience this has caused. Kind regards, Arena Flowers

Posted 8 years ago

“I ordered a bunch of flowers for my mums birthday yesterday for delivery between 8am-1pm today (paid £5.99 extra for special delivery). I then receive an email from them to say they were delivered at 11:45 and left in the porch. My mum checked and there was nothing. Rang them and turns out they were delivered to the wrong address and Arena flowers have no idea where they are. I explained my mum had to wait in all morning on her birthday to wait for them and cancelled plans especially for this. they offered for the flowers to be delivered tomorrow and an upgrade but my mum is not in tomorrow due to work which is unfair and it is her birthday today. I shouldn't have to pay £20+ for flowers that would be delivered on the wrong day due to their courier service. They should have made more effort to discuss with he courier and maybe offer me money off the flowers themselves and claim back from the courier. I now have to find a florist at 1pm to make up some flowers! Not happy!”

Helpful Report

Posted 8 years ago

Dear Lisa, Thank you for your comments and your review. We are truly sorry that the flowers were not delivered on your Mother's Birthday. We have escalated this with our external courier service we are using for our flower deliveries to find out what exactly has happened and why the flowers could not be delivered to the correct address. We have contacted our accounts manager there to look into this, to have this investigated and to have it prevented for the future, as this is definitely not the service we try to achieve here at Arena Flowers. Regrettably we were unable to make up for the lost moment, however we have offered you an appropriate solution which you have accepted. Please rest assured that we have tried everything on the day to get your flowers delivered. Once again we sincerely apologise for all the inconvenience and disappointment this has caused you and your recipient on this special day and we hope that your Mother could still enjoy her birthday. Kind regards, Arena Flowers

Posted 8 years ago

“Booked flowers for my wife's birthday surprise. Got a text from the delivery company on the day of my wife's birthday saying they had been delayed for 24 hours. No good when we are both back at work and the occasion has passed Arena flowers didn't seem very apologetic when I spoke to them, best they could do was nothing, just offer us a refund. Shouldn't offer a service they cant deliver on.”

Helpful Report

Posted 8 years ago

Dear Peter, Thank you for your review. We are truly sorry that your flowers were not delivered on the requested date. On very rare occasions as unfortunately on yours, we may experience delays or issues with our external courier service. When you called, one of our staff members offered you the most appropriate solution which you accepted. Once again we sincerely apologise for all the inconvenience and disappointment this has caused you and your recipient.

Posted 8 years ago

“I ordered flowers as a romantic gesture to my boyfriend. They were delivered to his office after the agreed delivery time. The delivery service then dropped them next to a bin in the parking lot behind the office. After telling my boyfriend about it, he found them there in a terrible state as they had been in the sun for too long without any water. The romantic gesture turned out to be an (expensive) fiasco so I will never use Arena flowers again.”

Helpful Report

Posted 8 years ago

Dear Martijn, Thank you for your review. We are truly sorry you have been left disappointed that your flowers have been delivered late. As we can see from our system we have offered you an appropriate solution for the delay and for the ruined surprise. If you still have pictures of the bouquet which was sent please forward this onto us at customer@arenaflowers.com and we are more than happy to look further into this for you. Once again we sincerely apologise for all the inconvenience and disappointment caused. Kind regards, Arena Flowers

Posted 8 years ago

“I placed my order on a Wednesday for Friday delivery. As I hadn't heard anything by 4pm on Friday I rang Arena flowers checking for status. They informed me that they were awaiting tracking info and that the order should still be delivered. After 6pm still nothing so I attempted to call back, the lines were then closed for the weekend and still no flowers. I rang first thing Monday to be told there is a problem with the tracking of my order and offered a refund which I accepted. Would I recommend or use this company again No ! At no time did anybody contact me to update with me the status, when I spoke to the agent and informed her I would put a negative review up her response was 'why would u do that' .”

Helpful Report

Posted 8 years ago

Good afternoon, Thank you for your comments and your feedback. We sincerely apologise that you are feeling left disappointed with the service provided. We have investigated the issue for you and it seems as that the French outlet had a computer issue and due to a transmission error your order could not be processed for the requested date. Regrettably we were only made aware of this on Monday as unfortunately our outlet was closed over the weekend. We were not aware of any issues until then. We have investigated this issue further now and we will definitely keep a closer eye on our International orders to prevent this from happening again. When you accepted our offer for a full refund for the inconvenience this has caused, my colleague apologised profusely and explained the problem we encountered. Our company policy is to compensate our customers with either a refund or a redelivery we would not necessary offer both and as you accepted one of those options we were under the impression that you were satisfied with the solution, we have offered, therefore we have asked for the reason you would leave a bad review as we thought we have handled the situation satisfactory and you were happy with the outcome. Once again please accept our sincerest apologies for the mishap caused on this occasion. Kind regards, Arena Flowers

Posted 8 years ago

“Didn't write my message out correctly and didn't inform me that my flowers had been delivered.”

Helpful Report

Posted 8 years ago

Good afternoon, Thank you for your review and we are truly sorry for the disappointment caused. We can see that your message was copied in and it was unfortunately too long. Regrettably we did not realise it and it was sent out without the last few words. Also we have checked the system and it seems that a completion email has also been sent but maybe it got received in your spam inbox? We also have sent you an email now to offer you an appropriate solution as we would like to try to rectify the situation. Please reply to it at your earliest convenience and we sincerely apologise for the inconvenience caused. Kind regards, Arena Flowers

Posted 8 years ago

“Totally failed to achieve contracted delivery date because they use the worst courier in the UK. Flowers in transit for 48 hours before they were eventually received.”

Helpful Report

Posted 8 years ago

Dear Paul, Thank you for your comments. We are truly sorry to hear about your poor experience on this occasion. We can see from our system that you have been already in contact with my colleague and she has offered you the most appropriate solution which you have accepted. Our external courier service is usually really good when it comes to delivering our flowers regrettably in rare instances like yours, it happens that the delivery is late but we always try to have the issue resolved in a positive and efficient manner. We have escalated this now to our Accounts Manager at our delivery company as this is definitely not the service we try to provide here at Arena Flowers and to prevent this from happening again. We sincerely apologise for all the inconvenience and disappointment caused this time and we hope that you would still consider ordering with us again. Also please feel free to contact us on customer@arenaflowers.com if you require any further assistance. Kind regards, Arena Flowers

Posted 8 years ago

“I arranged for flowers to be delivered on a Saturday and received a text message confirming delivery had been made. However, delivery WAS NOT made and when I contacted Arena on Monday I was told the address was not located and that the flowers 'are on the van and will be delivered today. I will refund the delivery charge'. I don't think so!!! Who wants two day old flowers? I cancelled the order, requested a FULL refund and will never use this company again.”

Helpful Report

Posted 8 years ago

Dear Jan, Thank you for your comments and we are truly sorry that you have been left disappointed with our service. Unfortunately our external courier has let us down on this occasion which we have escalated now further as this is definitely not the service we try to provided here at Arena Flowers. We can see from your records that you have been fully refunded for the inconvenience and disappointment this has caused and we sincerely apologise once again. Kind regards, Arena Flowers

Posted 8 years ago

“Delivered dead flowers three dates late. complained, only to be told that it was my fault for not providing correct address details, which I did. Don't waste your money.”

Helpful Report

Posted 8 years ago

Hello there, Thank you for your feedback. We have looked into our system and it seems that we did not have the complete French address and therefore the delivery was delayed. After checking with your recipient we got the correct details and were still able to have the flowers delivered. In those circumstances when the incorrect details were provided by our customers we are regrettably unable to offer a free redelivery or a full refund as stated in our Terms and Conditions. One of our team members has offered you the most appropriate solution in that case scenario already and we sincerely apologise that this was not fully satisfying for you. Once again we are very sorry for the inconvenience this has caused. Kind regards, Arena Flowers

Posted 8 years ago

“Flowers were not as advertised and came almost dead. I ordered the bunch specifically becaue it had lillys in it but it came with no lillies. Rose was dead almist and most of thw foliage was broken or damaged.”

Helpful Report

Posted 8 years ago

Hello there, Thank you for your review. We are very sorry that you have been left disappointed with the flowers which were received for Mother's Day. This is not the service we try to provide here at Arena Flowers and we sincerely apologise for the inconvenience and disappointment caused. I can see from your records that you have been already refunded for the bouquet. And we have emailed you a promo code for the future if you decide on trusting us again in the future. Kind regards, Arena Flowers

Posted 8 years ago

“Ordered two large bunches to be delivered as one, (bespoke) for a special birthday.The bunch was underwhelming. Agapanthus were scattered in the bottom of the box the roses died unopened,it was basically a bunch of foliage with some flowers. The lilies were great when they opened eight days later but by then everything else was dead. Disappointed to say the least.”

Helpful Report

Posted 8 years ago

Hello there, We are very sorry to hear that you have been left disappointed with the flowers you have received back in February. Unfortunately we have no records that we have been contacted directly, otherwise we would have been more than happy to resolve the issue. Are there maybe pictures still available from the bouquet when it arrived, which could be forwarded to us by any chance? We would like to have a look into this for you with our Quality Control Team and the florists but as you may understand it is essential for our company, dealing with perishable goods, that complaints about size/quality need to be address as soon as possible for us, to be able to offer an appropriate solution. Please contact us directly via email: customer@arenaflowers.com that would be great. Thank you and once again our sincerest apologies for the inconvenience caused. Kind regards, Arena Flowers

Posted 8 years ago

“Dead flowers delivered and not like pictures advertised”

Helpful Report

Posted 8 years ago

Dear Amanda, Thank you for your review. We are truly sorry you have been left disappointed with the bouquet you have received. We agreed that this is not the service we try to achieve here at Arenaflowers and we have sent you an email already in regards to this issue so if you could get back to us that would be lovely. Sorry again for the inconvenience caused. Kind regards, Arena Flowers

Posted 8 years ago

“Delivery date was incorrect, delivered a day early, and flowers are no where to be seen at delivered address a day later. Won't be ordering from this company again.”

Helpful Report

Posted 9 years ago

Dear Robert, Thank you for your comments. We are very sorry to hear that the flowers were delivered a day early and then not found, however we can see that they finally have been found on that day. We hope your recipient could enjoy the flowers if not, please let us know with a picture of the arrangement so we can look further into this. Once again we sincerely apologise for the inconvenience caused. Kind regards, Arena Flowers

Posted 8 years ago

“I ordered a funeral spray to be delivered to the funeral director in Skegness, on the day of a funeral . Delivery between 8am and 1pm, extra charge £4.99. The funeral was at 3pm. I received a phone call to say they could not guarantee the delivery time I requested and would I accept delivery to the funeral director the day before the funeral. I was assured that the flowers would stay fresh. Relunctantly I agreed although still being charged for the morning delivery. Sorry to say the flowers were not as fresh as I was told they would be. I suppose Arena Flowers will put the blame on the funeral director but the web site should not offer a morning delivery if it cannot guarantee that. A Clay (Sheffield)”

Helpful Report

Posted 10 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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