If you have a complaint about our organisation or products we want to hear about it and we will do our best to put it right.
Our Customer Complaints Procedure has the following goals:
- To deal with complaints fairly, efficiently and effectively;
- To ensure that all complaints are handled in a consistent manner throughout;
- To increase customer satisfaction;
- To use complaints constructively in the planning and improvement of all services.
Who can complain?
Anyone who:
- Has received a service from us.
- Is the recipient of a service provided by us.
How to complain
We are keen to help with any complaint as soon as possible.
Many complaints can be resolved informally and relatively easily through correspondence with us, be it through: email; live chat; or mail. We also make an effort to monitor our social media to identify any expressed disappointment and may in certain circumstances approach the customer to see if we can help.
In these forms of correspondence, we would ask that suitable information is provided on the order details so that it may be located as well as the nature of the complaint. This is to enable the quickest and most effective response. In some instances where the quality of an item is in question, it is likely that an image of the flowers is requested in order to take the complaint further and to prevent such instances from occurring again.
Email: customer.service@serenataflowers.com
If you are still dissatisfied or do not wish an informal solution, you may pursue a formal complaint. This can be made in writing and sent to:
Customer Service Manager UKI
Suite 1 & 2 Stepnell House, Tollgate,
Chandler’s Ford, Eastleigh, SO53 3LU
What Happens Next?
For any complaint that you raise informally, you will receive acknowledgement of your complaint immediately if made by email, live chat or telephone. Complaints raised in this matter will be handled as soon as possible in order to provide a satisfactory conclusion but please note that we allow up to 28 working days if necessary from receipt of the complaint.
For any complaint that you raise in writing, you will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly. You may be asked further questions regarding the matter by email. You will receive a response to your complaint within 28 working days of its receipt.
Does this always happen?
Every attempt is made to ensure that a complaint will always be given full and fair consideration.