Reads Florist Oxshott High Street, Oxshott, Leatherhead KT22 0JP

"I was very disappointed in the service. Where to begin. I paid for a classical pink bouquet and delivery. The delivery instructions i stated were to deliver to the recipient and in the absence of her being home to call me on the number i provided. The flowers were left inside the apartment building and by the time my friend got home, some of the flowers were starting to wilt naturally as they needed more water and had been left in an inappropriate place. Secondly the bouquet did not have any gerbas in the bouquet at all and the bouquet was "pumped" up with a lot of greenery rather than flowers to detract the eye from the lack of flowers. This was very disappointing. What's more disappointing is the customer service or rather lack of it when i telephoned the owner to discuss my concerns. She insulted me and stated that "it's like you've never ordered flowers before". The apartment building we left them in was "in a safe place" so she didn't know what my "issue was". I explained that regardless of her perception of a safe place, if you offer a service that allows you to tailor delivery instructions then you should follow those. Why would i pay for this additional service otherwise? Secondly i have every right as a customer if not satisfied to air my complaint. If you don't have the specific flowers then surely it would have taken 2 minutes to make a phone call. I was looking for an apology and an acknowledgement that the service paid for had not been provided. She stated "what we sent was beautiful, i've been doing this for 20 years so i don't know what your problem is". The tone was very aggressive, sarcastic and bordering on abusive, she interrupted me when trying to explain. Finally i stated that i expected a 50% refund and she told me she was "busy" and "didn't have time for this" but would do that. As a woman i would have expected her to speak to me with a level of respect owing to a customer. We are all busy but that doesn't mean it provides her with personal license to be rude, aggressive and dissmissive. I will see if i get the refund. All i can say is personally the customer service was appauling and the lack of care and attention to detail for what is a personal service was less than satisfactory. I would never use this business again and would urge anyone else considering doing so to be prepared for a rude and defensive conversation if you are in anyway disatisfied with the service. This is a business like any other and the owner is accountable. I will be attending the store in person if i do not receive a refund and confirmation. The morals and values of this company do not in my opinion align with my own or that of any honourable business. The takeaway for me is this business is happy to take your money but not your complaint. Good faith and good will is everything to a business, i experienced none from this establishment. I take no personal satisfaction in writing this but feel totally disgusted with the service and hope others do not experience the same."

"Reads Florist is my favourite florist of all time-- beautiful flowers, lovingly arranged and presented and they last and last. This flower shop is truly wonderful."

"Spoke with Mena on phone.My daughter an her fiancee just moved into new house.I ordered an Orchid for them A most beautiful orchid delivered on time too. Excellent customer service.Thank Mena Kate"

"A beautiful bouquet of flowers delivered to my friend for her birthday. She loved it “made her day” and great price. Very happy. Definitely use them again."