Wild at Heart Avis 437

Réponse de Wild at Heart

22 janv. 2026

Hi Ann-M,

We are truly devastated to read this, and we’re so sorry that your experience fell so far short of what it should have been, especially for such an important and high-profile occasion. While we’re pleased to hear you found the flowers themselves beautiful, we completely understand how disappointing it must have been for the bouquet to feel smaller than expected, and even more so for the delivery to lack the sense of occasion and care it deserved.

The way the flowers were left at the loading bay is deeply upsetting to us and not at all reflective of the experience we strive to create, particularly for a moment that should have felt impactful, celebratory and seamless.

Please know that we genuinely care about this feedback, and we were heartbroken to learn how flat and painful the overall experience felt. We sincerely hope that the replacement bouquet went some way toward making amends and restoring a little of the joy that was missing the first time. Thank you for taking the time to share this with us - it truly matters, and we are very sorry we let you down.

Many thanks,
The Wild at Heart team

Réponse de Wild at Heart

22 janv. 2026

Hi Rozina,

We are terribly sorry to read this and to hear about the experience you had with our customer service, that is deeply disappointing and not the level of care, respect or warmth we expect from our team. We are genuinely sorry if the interaction felt unhelpful or condescending, and we are actively looking into what happened with the individual involved to ensure this does not happen again.

We have carefully reviewed the image you kindly shared and are pleased to see that the flowers themselves arrived in good condition. That said, we completely understand your concern regarding the difference in perceived size between the two Abundant bouquets. This variation can occur depending on the specific flower varieties used, as some blooms are more structural and upright, while others are softer and more fluid. Once placed into a vase and allowed to breathe and open naturally, these arrangements typically spread and appear fuller.

That being said, we fully recognise that expectation is everything, especially when placing an order of this value, and we are truly sorry that the overall experience left you feeling let down. Thank you for taking the time to share your feedback; it is taken very seriously and will be used to improve both our service and communication going forward.

Many thanks,
The Wild at Heart team

Réponse de Wild at Heart

21 janv. 2026

Hi Mona,

We are truly sorry to read this and completely understand how upsetting this must have been, particularly for a celebratory occasion. Unfortunately, on this occasion our courier failed to deliver the bouquet on the scheduled delivery date, which meant the flowers remained in transit for longer than they should have and arrived in poor condition. This is absolutely not the standard we expect or accept.

We've already arranged for a replacement bouquet to be sent. We are also investigating the failure with the carrier to ensure this does not happen again.

Please accept our sincere apologies for the disappointment caused. We very much hope the replacement goes some way towards restoring your confidence in us, and we remain committed to resolving this matter fully.

Many thanks,
The Wild at Heart team

Réponse de Wild at Heart

19 janv. 2026

Hi JG,

Thank you for your feedback, and we are very sorry to hear that some of the flowers did not appear as fresh as expected.

As shared with you directly, we take this matter very seriously. The bouquet was made using our fresh flower delivery of the day and left us in pristine condition; however, hellebores are particularly sensitive to temperature changes and can sometimes react after transit, especially when moving from colder to warmer environments. From the image provided, this appears to be the case here.

We did provide care guidance to help revive these stems, which should allow you to enjoy the bouquet for the days ahead. That said, we fully appreciate how disappointing this can be, and we sincerely apologise for the inconvenience and frustration caused.

Thank you for bringing this to our attention and for your understanding.

Many thanks,
The Wild at Heart team

Réponse de Wild at Heart

19 janv. 2026

Hi Brian,

Thank you for taking the time to share your feedback, and please accept our sincere apologies for the confusion and frustration caused.

The original delivery was scheduled for 13th January; however, on this occasion our carrier was unfortunately unable to complete the delivery and the flowers were returned to us. Shortly afterwards, the recipient contacted our team directly and kindly asked for the bouquet to be re-sent on Tuesday, as that is when they would next be available to receive it. We arranged the redelivery immediately in line with their request, which is why you received a new “out for delivery” notification.

We completely understand how disappointing this must have been, particularly as you are a valued repeat customer and the address is one we have delivered to successfully before. We are very sorry that this was not communicated more clearly to you at the time, and we appreciate you bringing it to our attention.

Thank you again for your continued support. If you would like to discuss this further, our customer care team would be more than happy to help.

Many thanks,
The Wild at Heart team

Réponse de Wild at Heart

19 janv. 2026

Hi Jules,

Please accept our sincere apologies for your experience. We are truly sorry for the disappointment caused and fully understand your frustration.

As discussed, a complimentary bouquet has already been arranged and is on its way to you. We hope this goes some way towards restoring your confidence in Wild at Heart.

Once again, we are very sorry and appreciate you giving us the opportunity to put things right.

Many thanks,
The Wild at Heart team

Réponse de Wild at Heart

Actualisé le 15 janv. 2026

Hi!

Thank you for taking the time to share your feedback, and please accept our sincere apologies for the lack of communication regarding the rose substitution.

On this occasion, due to internal staffing challenges, a change was made by a junior member of the team and, regrettably, the notification to you was missed. While the replacement rose selected was of a higher value and quality, chosen for its beauty and fragrance, this does not change the fact that you should have been informed in advance.

We fully understand how important transparency is, particularly when ordering flowers, and we are very sorry for the oversight. As a gesture of goodwill, and in recognition of your experience, a full refund has been issued. Your feedback has also been shared with the team to ensure clearer communication moving forward, and we truly appreciate you bringing this to our attention.

Regarding our email communications, if you would prefer not to receive our newsletters, you can unsubscribe at any time via the link at the bottom of any email.

Kind regards,
Wild at Heart Team

Réponse de Wild at Heart

12 janv. 2026

Hi Louise,

Thank you for taking the time to share your feedback. We’re truly sorry to hear that you felt disappointed with the value of your order. We do regret that you didn’t get in touch with us directly at the time, as we always welcome the opportunity to understand concerns and put things right where possible.

Each Wild at Heart bouquet is individually hand-tied using premium seasonal flowers by our experienced florists, but we appreciate that value can be subjective. We would really welcome you contacting our customer care team via flowers@wildatheart.com so we can discuss your experience further and see how we can help.

The Wild at Heart team

Réponse de Wild at Heart

Actualisé le 12 janv. 2026

Hi!

Thank you for sharing your feedback. We’re genuinely sorry to hear that you were disappointed with your order and saddened that you didn’t get in touch with us at the time, as we always welcome the opportunity to discuss concerns and put things right where possible.

We would also like to clarify that the images shown on our website depict our Magnificent size bouquet, which is clearly stated within the product description, alongside full size options to help customers choose the most suitable arrangement.

We’re also sorry that you weren’t able to amend your delivery address to a location outside of London on the day of delivery. Unfortunately, changes of this nature do need to be made the day prior, once routes and couriers have been confirmed. That said, we do ship nationwide all year round and would have been very happy to help arrange an alternative delivery had we been contacted in advance.

We truly value all feedback and would welcome the opportunity to speak with you directly to better understand your experience and see how we may assist further. Please contact the team via flowers@wildatheart.com

Many thanks,
The Wild at Heart team

Réponse de Wild at Heart

2 janv. 2026

Hi Deborah,

Thank you for taking the time to share your feedback. We are truly sorry to hear how disappointing this experience was, particularly given the sentiment behind sending the bouquet, and we completely understand how upsetting this must have felt.

We would like to reassure you that the “slimy” texture noted on the stems is in fact a professional hydrating gel used during transit to keep the flowers moisturised and protected while in shipment. That said, we are very sorry that some of the flowers appeared dried and began dropping petals sooner than expected. When cared for in line with our care guide, our bouquets are designed to last a minimum of five days and it is clear this was not your experience.

We have already been in touch to arrange a replacement bouquet and are currently awaiting confirmation of a suitable delivery date from you. As soon as we hear back, we will ensure this is sent promptly. Please accept our sincere apologies once again, and thank you for giving us the opportunity to put this right.

Many thanks,
The Wild at Heart team

Réponse de Wild at Heart

2 janv. 2026

Hi Dewan,

We are very sorry to read this and sincerely apologise for both the condition of the flowers on arrival and the frustration caused by the delivery time. We fully understand how unacceptable it feels to receive a bouquet so late in the evening.

We would also like to clarify that we received your most recent correspondence on Christmas Eve, at a point when our team had already finished for the Christmas period. That said, we are truly sorry for the lack of communication and for not being able to respond to you sooner. This is not the level of service we strive to provide.

We are currently investigating this delivery with our courier partner to understand why it arrived so late. Given the exceptionally high demand on 23rd December, it is likely this contributed to the delay, though this does not lessen our disappointment that the delivery did not meet expectations. Thank you for your patience, and please accept our apologies once again for the experience you had.

Many thanks,
The Wild at Heart team

Réponse de Wild at Heart

19 déc. 2025

Hi Yasmin,

Thank you for your feedback, and we’re truly sorry to hear your bouquet didn’t last as long as expected. We guarantee our flower bouquets will last a minimum of five days from delivery, provided our care instructions are followed, so we regret that this was not your experience.

This isn’t the standard we aim for, and we’d really appreciate the chance to look into this for you. If you could kindly send some photographs to our customer service team via flowers@wildatheart.com we’d be happy to assist further and make this right.

The Wild at Heart team

Réponse de Wild at Heart

19 déc. 2025

Hi Elena,

Thank you for taking the time to leave a review, and we’re truly sorry to hear that your order did not meet your expectations. We are disappointed that we didn’t hear from you prior to receiving a negative review, as we would have welcomed the opportunity to look into the issue and put things right for you.

This is not the experience we aim to provide, and we would appreciate the chance to investigate further. Please do get in touch with our customer service team via flowers@wildatheart.com so we can assist you directly.

Many thanks,
The Wild at Heart team