complaint handling …
I’ve had a flower subscription with Arena for some time and the quality and quantity of flowers is usually good and value for money. This time I got tulips which is fine but there was not enough to justify the £25 cost. I could have bought the equivalent for £10 from a supermarket. I’ve raised it with them but they appear reluctant to resolve the issue, choosing to respond to an issue I hadn’t raised. Dealing well with complaints is a barameter of the ethics of any business so this is particularly disappointing.
Update
I’ve accepted the offer to replace this week’s flower so I’m happy with the resolution. Rating amended to reflect this.
Reply from ArenaFlowers.com (UK)
Hi Stella,
Thank you for reaching out to share your feedback.
We sincerely apologise that the flowers you received did not meet your expectations. We understand how important it is to receive the best value for your purchase and we aim to ensure you're satisfied with your purchase.
We strive to provide high-quality floral arrangements that match the description and quality standards our customers expect. Our flowers are sourced ethically and with attention to detail, which we believe ensures they offer excellent value for money.
Upon further looking, we can see that a replacement has already been offered as a resolution since we understand you have been a loyal customer for a long time and are underwhelmed with the quantity on this occasion, we are still awaiting your response to let us know what will better suit your needs.
Thank you again for your time and we look forward to resolving this matter to your satisfaction.
Kind regards,
Arena Flowers Team