I ordered a bouquet for Mothers' Day, which was withered and dead when my mother received it. I sent several emails to the support address and spent about £5 calling their premium hotline to try and sort things out, but didn't get any response. In a fit of desperation I emailed the CEO of Debenhams and outlined what had happened. Nearly immediately I was contacted by a customer support representative, offering to refund me the paid amount and deliver their most expensive bouquet to my mother free of charge. Both were done, and done very well. However, this doesn't avoid the fact that I shouldn't have had to contact the CEO, and I feel that my complaint would have been ignored had I not done so.