Seda

Terrible customer service- super frustrating! In January, due to misleading information on their website, I initially signed up for a €34.99 membership and corrected it the same day to the €25.97 Comfort membership.

However, I was charged twice for the first month. After that, they continued attempting to charge €34.99 as if I had never changed my membership. I immediately disputed these charges and contacted customer service multiple times.

Instead of correcting their mistake, they are now claiming I have an outstanding balance, which is entirely based on the wrong membership type.

During this whole situation, I broke my foot and couldn’t even use the gym. I wasn’t even able to properly arrange a freeze because reaching customer service is like climbing Mount Everest. When I finally did get a response, the first reply I received was simply that I hadn’t paid.

This has been an extremely frustrating and exhausting experience. The issue is still unresolved, and I am still waiting for a proper correction and response.

I would not even give 1 star to this terrible experience if it was possible. I placed an order for a birthday delivery scheduled for 5 March. The delivery date was essential, as it was a birthday gift.

Despite this, the flowers were not delivered on 5 March but only on 7 March — two days late. On the original delivery date, I was informed that delivery was unsuccessful. This was incorrect. The recipient was at home the entire day, which can be confirmed by camera footage. No delivery attempt was made.

Even if the recipient had not been home, neighbours were available to accept the delivery. This option was not used.

When the flowers were finally delivered, the courier reportedly said, “finally you are home,” which was inappropriate and unprofessional.

What is particularly disappointing is that, despite my repeated efforts to resolve this matter reasonably, customer service continued to offer only a €10 voucher instead of a €10 monetary refund. A voucher requires placing a new order, which is not an acceptable solution after a failed delivery on an essential date.

Given that the agreed delivery date was not respected and the purpose of the order was defeated, a full refund due to non-performance and dissatisfaction could have been considered appropriate. Instead, the company chose to rely strictly on internal policy rather than offering a fair and customer-oriented resolution.

Unfortunately, this experience reflects poor delivery execution and inflexible customer service when things go wrong.

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My response :

Dear Team Topbloemen,

Thank you for your response.

For reference, my order number is 16652586-0001.

I have already had several email exchanges with your customer service regarding this matter. Each time, I was told that a €10 voucher was the final offer and that no further compensation would be made. This is why I escalated the issue.

This order was placed specifically as my best friend's birthday gift for March 5. The agreed delivery date was essential (please note- i ordered 3 days before the delivery date) . No one came to the address on March 5, despite my friend being home all day. The delivery only took place on March 7, randomly. I paid for delivery, and it is not my responsibility to resolve delivery issues between your company and your courier.

Because the gift arrived two days late, with your deliverer's inappropriate delivery message; it completely missed the occasion and lost its purpose became a regret for me. For this reason, a voucher is not helpful to me. I do not wish to place another order with topbloemen, I paid full price for the expected service and I expect a fair resolution regarding this order other then a voucher.

I hope this review will result in a proper reconsideration.

Kind regards,
Seda

--------17.03.2026 message-------------------

Hi topbloemen,

I haven't heard from you since the last communication and after sending the necessary info, could you please get back?