Venus et FleurReviews of venusetfleur.com

Response from Venus et FleurApr 24, 2026

Hi Kerri, We’re very sorry to hear that your experience did not meet expectations. Our arrangements are made with real roses that undergo a specialized preservation process to maintain their appearance for a year or longer. As part of this process, the natural fragrance is often softened, so scent can vary and is not something we’re able to guarantee. Each piece is also made to order and carefully packaged to ensure it arrives in pristine condition. Due to the delicate, perishable nature of preserved florals, we’re unable to accept returns once an arrangement has been opened, as they cannot be safely repackaged or resold. This policy is outlined at the time of purchase. We understand that this may be disappointing, especially given the investment, and we truly appreciate your feedback. We’re always working to ensure our product experience is communicated as clearly as possible.

Response from Venus et FleurApr 14, 2026

Hi Anton, Thank you for taking the time to share your experience. We are truly sorry to hear how disappointed you were with your recent peony arrangement, especially as a returning customer who has trusted us for past gifting moments. We understand how frustrating it is when something meant for a special occasion does not meet expectations. After carefully reviewing the photos you shared, our team did not identify damage consistent with transit-related issues. The arrangement received reflects the same structure, fullness, and petal composition as shown across our website and product imagery. As these are real preserved peonies, their naturally ruffled and layered petals can sometimes appear more textured once preserved. While we’re always happy to review and assist, we are typically only able to offer replacements or further resolution in cases where there is clear damage identified. We genuinely appreciate your past support and are very sorry to have lost your confidence here.

Response from Venus et FleurApr 13, 2026

Hi Daniel, Thank you for taking the time to share your feedback. After reviewing your order and prior correspondence, we see that your initial concern was regarding the appearance of the florals. As each arrangement is handcrafted using natural materials, some variation is expected, and based on the images provided at that time, our team did not identify any damages. We later received a follow-up message over a week after delivery noting that the vase was significantly damaged. As this was not mentioned in the original outreach and was reported outside of our 48-hour reporting window, we’re unfortunately unable to validate or replace the item. For context, this arrangement is hand-delivered and carefully packaged to minimize any potential impact during transit. Our team would not dispatch a piece in the condition described, and timely reporting is essential for us to properly investigate and assist. We truly value your feedback and appreciate your understanding of our policies.

Response from Venus et FleurApr 13, 2026

We are so sorry to hear that you’re feeling disappointed with your experience, and we truly appreciate you taking the time to share your feedback. If there are ever any concerns related to damage or quality, our team is always happy to review and assist as quickly as possible. Each of our arrangements is crafted with real florals, making every piece inherently unique, no two are ever identical. While we are committed to delivering an exceptional experience with every order, we also stand behind the natural characteristics that make our products so special. That said, we never want a customer to feel unheard. If you feel your case was not fully or properly reviewed, we absolutely encourage you to reach out to our team at our info email and include “ATTN: Megan” in the subject of your message. Our management team will gladly take another look and see if there is any further action we may be able to offer.

Response from Venus et FleurApr 13, 2026

We are so sorry to hear that you’re feeling disappointed with your experience, and we truly appreciate you taking the time to share your feedback. If there are ever any concerns related to damage or quality, our team is always happy to review and assist as quickly as possible. While we are committed to delivering an exceptional experience with every order, we also stand behind the natural characteristics that make our products so special. As Valentine’s Day is our busiest time of year, we do our very best to respond to each inquiry as quickly as possible. To ensure fairness, tickets are handled in the order they are received. If you replied within an existing thread for a follow-up, it may have affected your position in the queue, but we would be more than happy to take another look into this for you. We also want to clarify a common misconception around packaging. While the base of each arrangement is securely protected, the florals themselves cannot be fully wrapped, as any direct contact can cause damage. Because of this, some light shedding during transit can naturally occur. We do occasionally see damages occur and it is usually due to handling with the courier. That said, we never want a customer to feel unheard. If you feel your case was not fully or properly reviewed, we absolutely encourage you to reach out to our team at our info email and include “ATTN: Megan” in your message. Our management team will gladly take another look and see if there is any further action we may be able to offer.

Response from Venus et FleurApr 13, 2026

Hi Justin, We are very sorry for the inconvenience and appreciate the opportunity to clarify what occurred. Your order was dispatched and out for delivery on 2/14 as requested, with a second delivery attempt made on 2/16, as reflected in the UPS tracking updates shared with you. According to UPS, the package could not be delivered due to an issue with the address provided, with the status indicating that the recipient had moved. In these situations, the carrier returns the package to sender, as they are unable to complete delivery. We can confirm that the order was fulfilled and shipped exactly as entered at checkout. While we did issue a refund to assist, a chargeback was opened shortly after. Once a chargeback is initiated, the funds are held by the financial institution, which unfortunately prevents us from completing or reprocessing the refund directly. We are truly sorry for the frustration this experience may have caused, but we are glad to see that the matter has since been resolved in your favor.

Response from Venus et FleurApr 13, 2026

We are truly sorry to hear that a portion of your order was missing, that is certainly not the experience we aim to provide, especially with an order of this significance. That said, we are very glad our team was able to step in quickly and arrange a replacement for you. Ensuring that any concerns are resolved promptly is incredibly important to us, and we always strive to make things right as efficiently as possible. We sincerely appreciate your feedback and the opportunity to address this for you.

Response from Venus et FleurDec 4, 2025

Hi Karina, Thank you so much for taking the time to share your feedback. We’re truly sorry for any frustration this experience has caused. Our arrangement dimensions listed on the site reflect the full width and height of the arrangement including the florals. Our team reviews all images carefully to ensure each piece appears to be in the beautiful condition it’s intended to. If this is not ever the case, we are always open to offering a replacement. Because our Eternity® Flowers are real, natural roses, each bloom will have its own unique shape and character, much like fresh flowers, so there may be slight variations from one flower to the next. We always do our best to deliver items as quickly as possible and will reach out right away if anything is out of stock or if a delay is expected, including offering an incentive when appropriate. After reviewing your order, we can confirm that your arrangement matches the product description, which does mean a replacement would arrive with the same natural appearance. We sincerely apologize for any inconvenience and appreciate your understanding.