Charlotte Dougan

Dear Charlotte,

We’re truly sorry for the delayed reply to your emails and completely understand how frustrating it must have felt not receiving a response in time, especially when you’re preparing for an upcoming wedding. After carefully reviewing your messages, we can confirm that our support team has already sent a detailed follow-up email with the next steps for your exchange. Please kindly check your inbox (and spam/junk folder) to ensure our latest message hasn’t been missed.

We’d also like to provide a bit of context regarding the delay. Due to a recent upgrade to our email system and a significant increase in customer inquiries during the holiday period, some messages were automatically re-sorted in our queue. In certain cases, when several emails are sent within a short time about the same issue, newer messages may unintentionally override earlier ones — causing them to move further down the queue and delaying our response. Additionally, as our team was off on Sunday, December 7th, messages received that day were reviewed once we resumed operations on the following business day.

Your exchange request for the Diana Embroidered Lace Sleeveless Midi Dress has already been properly recorded, and our team is following up to ensure it’s processed as quickly as possible. You’ll receive further details via email shortly.

Once again, we sincerely apologize for the inconvenience this situation may have caused. We truly appreciate your patience and understanding as we continue to optimize our communication process to serve you better.

Warm regards,
Joe
Sunfere Support Team ❤️

Good morning Charlotte

Thank you for bringing this matter to our attention. After reviewing your delivery experience, your flowers were delivered on the day requested but to the Hospital Mail room for distribution as required by the hospital rules and regulations.

We also put the following notice on our website about potential issues with hospital deliveries:

HOSPITAL-SPECIFIC DELIVERY ISSUES
Deliveries to hospitals are often problematic as patients move from ward to ward, or are discharged. In addition, many hospitals do not accept flower deliveries due to health & safety restrictions.

It is for this reason that we no longer recommend that flowers are delivered to a hospital. If an order is placed for delivery to a hospital and the delivery is not successful, we reserve the right to not refund or resend the order.

Despite this disclaimer on our website, we understand your disappointment with the situation. As a gesture of goodwill, we refunded you 40% of the order amount.

We appreciate you taking the time to share your experience. Customer feedback helps us continue improving our service and managing expectations around hospital deliveries. Please let us know if any other concerns come up.

Kind regards

Jenny
Serenata Flowers