I ordered a large bouquet for a close friend who'd just lost her father. I paid extra to ensure that the flowers arrived the next day but they did not. The day AFTER they were due I received an email with the expected delivery date which is when it became farcical. The email stated my flowers would be delivered on 2nd January but the email was sent on 4th January. Unless iflorist have a tardis I doubt this was possible. Eventually they turned up on 6th January. So upsetting for me and my bereaved friend. After complaining repeatedly I was offered a £5 discount on my next order. There won't be a next order. Appalling service, there's so much better out there.
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We sincerely apologise for the late arrival of your gift and the upset caused due to this inconvenience. We take these matters very seriously and will be taking further steps to avoid this happening again. I will refund you your delivery charges of £2.90, this will show in your account in 3-5 working days. We do not wish to lose your valued custom so as a means of apology, we would like to offer you a complimentary bouquet to be sent to a recipient of your choice. I will e-mail you personally now regarding this matter.