Panache Flowers — Attraction in Melbourne

I’m utterly disappointed with the service and lack of customer service. The flowers is meant for my daughter who is in Australia while we are in Singapore. What a disappointment!!! The order was placed one week ahead of the actual day and it was never mentioned that they don’t do deliveries on Sunday! They accepted the date of delivery without issues on 1/6 which is Sunday but no one approached us or informed us that they will not deliver on Sunday. Instead suddenly out of the blue, we received an email one day before the actual day to inform us that they will deliver on the 31/5 as they don’t deliver on Sunday. And the worst part of this is, the flowers look so different that was being ordered. No proper stacking or decor of the stalk. Lack of effort and this flower don’t look like it costs Aud165. Approached the customer service guy and the reply was as below from them : Panache wrote :

We have send out 100 s of this arrangement and never had a complain Your daughter send us a photo of the flowers she received she received the full valve This was a small arrangement you order I’m sorry you are disappointed But this is the true value flowers are very expensive in Australia We will not be replacing your flowers nor giving you a refund as no mistake on our part has been executed I’m sorry you are disappointed We send out a email saying we were unable to deliver on Sunday and a were delivering them on Saturday. You had the right to cancel the order

What kind of nonsense is this! I asked for replacement or refund! But this is their replies saying that we can cancel! How to cancel when you give so last minute reply on one day ahead that you will not deliver on Sunday! How do we get replacement so late? Pls have some common sense and better communication skills and customer service. I don’t usually like to write negative reviews! But I feel everyone has to be warned when ordering from them. Buy at...

Have purchased flowers here three times in the last 12 months. Gets worse each time. Flower arrangements shrinking, last two were definitely not fresh regardless of the rubbish the business keeps saying. Perhaps they are saving money on suppliers? Just because they are purchased on the day doesn't mean they haven't been sitting around for several days. This latest delivery (which was late and outside the time given by 2 hours). Was brown at the end of the flowers. Last time I wrote a short concern about the flowers looking older and was arrogantly fobbed off. This time I called and got a frosty arrogant response, so I sent photos. The guy I spoke to blamed the delivery driver ($25 delivery btw). I think the florist does their own delivery runs in bulk twice a day but they give you the impression it is a courier?? The guy offered to replace the flowers on the Monday. I sms through the delivery details as requested (of which were not even acknowledged). Panache missed the delivery on the Monday. After that I asked for a refund. They have only refunded the flowers and fed me some story that the delivery refund can be delayed. It's been almost 2 weeks. Still no refund. I think they jamb all the older flowers to deliveries. I suggest you go and hand pick your flowers there in person, where they can appreciate you are a real person, spending your hard earned money on something you care about, not just a deposit in their bank from e commerce. Shame because they do have really lovely flowers on display. Another sad example of people losing touch of other people post Covid... Receiving flowers (especially at this price level) should be nothing less...

I ordered flowers Saturday for a Sunday delivery from what seemed to be a professional business. I am a first time customer. I felt the costs were slightly excessive compared to other options but I wanted the flowers to arrive Sunday. I sent an email at 5 pm on the Sunday to see if my order had been actioned as I hadn't received any notification I was emailed back fairly promptly saying no we don't work Sundays, The email included an offer of a free vale which I assume was a vase and free chocolates for the inconvenience or I can cancel my order. I canceled the flowers via email but didn't get a reply. IF I hadn't had asked if the flowers were to be delivered Sunday I assume there would have been no apology email. I checked my credit card later that day and found a credit of 70% was actioned so I sent another email in regards to the part refund. I was given a total refund later that day. I cant comment on the quality of the products but I feel service was poor and sloppy. I also felt the website was misleading and I have checked again before writing this review and it clearly states delivery available on all days. If you're not overly bothered about your flowers arriving when you intend them to, then this maybe a good option. I think being in a service industry you should be offering good service. Hope this review is helpful to both business and customer base. There is no need for a response there's not much that can help...