Grace & Thorn Reviews 24

I ordered the White Noise bouquet as a 30th birthday gift for my best friend – a very special occasion. I even emailed the florist beforehand asking them to take extra special care with this order.

What was delivered looked nothing like the bouquet shown on their website. And while I understand that no two bouquets are ever identical, this was not a variation – it was a disgrace. Ugly, sloppy, completely inelegant, and absolutely not worth the £110+ I paid. I have never in my life been so embarrassed to send someone close to me such a terrible gift, signed with my own name.

I raised the issue with Grace & Thorn, but they simply washed their hands of it. Their excuses? That the photo was “blurry,” taken “from the wrong angle,” and that their arrangements are “front-facing.” The audacity – considering the photo came from their own courier! At the same time, they insist the bouquet passed their “quality control,” which clearly failed. They have no photographic proof of what they claim to have sent.

To make matters worse, they even had the nerve to ask me to send photos of the bouquet – fully aware that this was a gift for my friend. As if I should inconvenience her and ask her to stage photos just to prove what is already obvious.

Looking back, I regret not paying more attention to their poor reviews beforehand – they were not wrong. This whole experience was shameful and disappointing. Grace & Thorn not only delivered a product that was nothing like advertised, but also demonstrated zero accountability afterwards. I will never order from them again – and I strongly advise anyone looking for professionalism, quality, and honesty to look elsewhere.

And to make matters even worse, once I formally raised a complaint about this order, Grace & Thorn stopped replying altogether and completely cut off communication.

I ordered flowers for same-day delivery on Thursday, but the experience has been nothing short of a disaster. Initially, the courier marked the order as “returned” due to an alleged failed delivery attempt, yet no one had called or made contact. I chased this up and was met with further confusion. On Friday, the same story: another “attempted delivery” which, upon requesting proof, turned out to be a lie.

By Saturday—two days after the flowers were meant to arrive—there was still no sign of them. I eventually agreed to a refund, only to be told it wouldn’t be processed until the following week because “the right person wasn’t available” to handle it.

When I chased again on Monday, I was met with the same response: no one available to help. Finally, on Tuesday morning, I received an email offering only a refund on the delivery charge. I called again, and while on the phone, I fortunately confirmed an order for Christmas flowers—only to be told they couldn’t deliver these either, this time blaming an IT glitch.

The entire process has been a shambles: unreliable, disorganised, and deeply frustrating. Grace & Thorn’s inability to fulfill promises or provide adequate customer service has been appalling. If you’re looking for flowers, I strongly recommend looking elsewhere.

Avoid this company if you want something bespoke! I ordered something special for a birthday and was very careful to be clear about what I wanted. The flowers I received were honestly less than mediocre — unlike any of the photos I sent for reference, or of the quality/variety shown on the images on their website. When I emailed about my disappointment they were quick to shift the blame; saying that ‘they did the best that they could with what they had left at the time’. I was in no way informed before placing the order that the variety or quality of stems would be affected by the time I placed my order — I certainly wouldn’t have gone ahead in this case. I also requested a simple brown kraft gift bag (as in some of their online content), which was completely ignored.

After emailing Grace & Thorn about my disappointment I was reluctantly refunded only £10 of the amount paid for a bunch of flowers that looked like they were bought from a supermarket. Some of the petals on the roses were already lacking lustre on arrival, and the flowers lasted no more than 4 days. I initially had to take them to another florist, spending more money, to add some decent stems to somewhat rectify the arrangement.

Overall extremely disappointed — not only with the arrangement I received but also by the level of care and customer service. There are plenty of other much better florists that I’ve used around London of around the same price point who offer so much more in both regards.

*I also feel I should note that there is a glowing review on their Google review page written by the manager of the store — the name on the review is identical to the one used in the emails to them!

I used G&T's Wedding Ready to Wear service for my wedding. I bought the medium New Romantic bouquet and five White Noise buttonholes. Firstly, the flowers were stunning - I was incredibly happy with my bouquet. G&T were helpful throughout: I made some requests to change a couple of flowers in my bouquet and they phoned to make sure I was happy. They also called the day before to double check. My only critisism is that the button holes didn't come with any pins to secure them, which was a surprise and meant the groom had to rush to the shops to hunt some down - so make sure you have some! For the quality of the flowers and service, I thought G&T were incredible value for money and I would highly recommend them.

On my 40th I was home all day and received many different bouquets from different providers. Grace & Thorn's driver elected to dump mine by a neighbours gateway. They were there for a week before anyone found them. The companies response to this was initially satisfactory. They were apologetic & offered to send the bouquet again & credit my friends in New York who had kindly sent the bouquet. A week later, nothing had arrived. When I spoke to a manager he said his colleague had made a mistake and it was against policy to do what was offered as compensation. He'd arranged a credit to my friends but wouldn't be able to deliver any flowers. My friends appealed to this and still nothing changed. Overall the scrappy, unprofessionalism and casual disregard for the service offered was simply appalling. As was the manner in which this case was handled. If you have an important occasion or event I would categorically avoid using Grace & Thorn.

I cried after receiving a dried flower bouquet for our 10 year anniversary from my husband. When I opened the box I just couldn’t believe how ugly they are. I’ve never cried of ugliness before, it looked like a funeral bouquet, with a black ribbon... I went to the website and checked how much he spent on it - a way over £100.. Shocking. I had to lie that I loved it. Now I I feel AWFUL. All husbands please beware....

Thanks for the brilliant flowers for our wedding (Ready to Wear collection - Keep it Green). They were lovely and worked really well in the venue. Thanks too for coping with the changes in wedding date due to COVID and for delivering on time! We’d definitely use you again.

Thank you for organising my mum's funeral flowers.
In a really difficult time the Grace & Thorn team showed a lot of compassion and went the extra mile in getting flowers ready at short notice. Much appreciated.

I have used Grace and Thorn twice this year, once for my partners 50th and for Valentine’s Day. Both times they arrived on time, both times the flowers wowed my partner. We live 70 miles from London and they were delivered overnight in great condition and early in the delivery round. They were exceptional. I have read some of the poor reviews on here. I have to say I can’t compare to previous experiences in previous years with them, so I can’t comment on numbers and types of flower etc. I can say though that If you want a wow factor and you are prepared to pay for it this business is exceptional. Both sets of flowers (a bouquet and roses) lasted over a week.

All I will add Is if you are going to try to quantify the experience you get this may not be the place for you. Comparing a £150 bouquets to a £50 is hard to quantify, but in terms of overall experience and magic on both occasions I feel I got value for money and a magical set of flowers. The tough thing is now looking at cheaper flowers that frankly just look drab. Not of everyone, but I would recommend trying at least once

AVOID!!! Flowers last 5 days - apparently that's okay! Very rude. Accepts no responsibility. My £200 valentine flowers began to die after 4 days. I thought the florist would be upset and try everything they could to rectify it but no, apparently 5 days is okay. Very disturbed that when people have wrote poor reviews the manager attack them! There are some amazing florists in London its not worth the gamble

I have now had three or four deliveries from Grace and Thorn, ranging from Christmas wreaths and garlands to succulents and dried flower bouquets. Each time I receive a delivery from them, I am seriously blown away by the quality! I absolutely love having Grace & Thorn plants and flowers in my home and they've been the subject of much admiration from anyone else who sees them. Couldn't recommend them enough!

**AVOID*** YOU WILL NOT RECEIVE WHAT YOU BELIEVE YOU ARE BUYING.

I ordered a bunch of flowers from Grace and Thorn for £105 for my partner for Valentines day. This is a considerable amount of money for me and I really wanted it to be special for her.

Not only did they arrive with some of the stems not submerged in the water and therefore wilting, there was also a fraction of the number of stems and a fraction of the varieties to what was shown in the online image. The image showed 45 individual stems and around 20 varieties, excluding foliage, mine had 33 stems, 9 of which are red roses of the same variety and colour.

We wrote to Grace and Thorn to make them aware of our disappointment and the discrepancy in what was advertised on the website and what we received and were told the following,

'Due to the extenuating circumstances we have all faced this year including the global pandemic and Brexit flower options and prices have taken quite a hit, whilst we are doing everything possible to keep standards the same unfortunately with it being Valentines weekend also the variety of flowers is not as great as other times in the year however with this in mind I have looked over the images and spoke with the florist who made it. I am pleased to confirm that there are 13 individual varieties of flower used which is typical for a Grace & Thorn Bouquet.'

If Brexit is affecting the flowers you can source and the price of the flowers you are selling, Grace and Thorn should keep their imagery up to date or make clients aware of this before taking their money. The image on their website shows 45 different stems and 20 varieties for a large bunch (which is what we purchased) and we did not receive this. It is unethical to mislead with incorrect imagery and take advantage of people during this difficult time by not advising upfront about the differences you should expect in your purchase.

Big thumbs down from me I'm afraid on a product level and also a customer service level. Avoid.

Very over priced , even when compared to other florists in the same area and extremely poor covid-19 hygiene measurements. In addition to not wearing a face mask, the person serving was constantly using a toothpick while serving a costumer!!

Especially in 2020, I understand that delivery delays happen but to have not received an (expensive) bouquet despite ordering more than 10 days before Christmas is shocking - I am beyond disappointed. They promised to contact the courier yet I never heard back. Now, it is 2 days from Christmas, no flowers, and no way to order from another provider in time. I have ordered other gifts from other small local businesses with tighter timescales (literally on Sunday 20th), and received it Tuesday 22nd, so there is no excuse.

I ordered a deluxe Christmas wreath from Grace & Thorn. They answered my email queries straight away, delivered item on day I had requested & packaged the wreath very carefully. Excellent service - really is the most gorgeous wreath, smells good as well. One of the most Christmassy things I've ever seen - it really has made me very happy & put me in a festive mood. Many thanks to all at Grace & Thorn.

I sent some flowers in a jar to a friend for her birthday and they were stunning. She was utterly delighted to receive such a fresh and imaginative bouquet in a jar so she didn't need to dig around for a vase. Would definitely use again

My wife received a bouquet of dried flowers as a birthday present. They were truly awful and although she won't put this out there as she finds the whole thing too upsetting I feel I owe it to others to make them aware that what they sent was really poor both in terms of quality and value for money. Be warned.

I was bought a plant by some friends, it arrived looking a little under the weather, in a bag without any information on the plant name, species or how to care for it.
I emailed and I didn't get the response expected. A little short and unhelpful. I've had a much better service from other flower/ plant delivery services.

I have worked with Grace & Thorn in a previous job in the past for several store events. Their service and quality of flowers were always incredible!

Furthermore, I also ordered for the first time from them as a private person and have received beautiful houseplants! Quick delivery especially considering the current circumstances! Even though I had a little issue with my order, it got resolved very quickly by their friendly customer service. I'm very happy with everything!

What an absolutely fantastic experience. From enjoying perusing their gorgeous website, learning from the most amazing newsletter and finally purchasing my two plants, Grace and Thorn have made my isolation bearable! I am now a proud mother of two houseplants (which were delivered in perfect health and SO quickly despite the global pandemic!). I cannot wait until I allow myself to buy another one! I am trying to wait until May to be good.... THANK YOU G&T!