Dear Computer!!! I don't expect a real person to read or respond to this, therefore, I will be astonished if someone in authority (not a call centre person) calls me so that I might be able to help Debenham's Flowers improve customer service and increase sales! ORDER NUMBER: 100311170 - Modern Indoor Planter Gift and Paid Extra for Chocolates! Dear Debenhams, Where shall I start . . . I noticed on ‘your’ website, Mother’s Day Flowers, order before 6pm on Saturday for delivery on Mother’s Day and after taking time choosing what I thought would be the perfect gift, I decided to continue with my order, when eventually reaching the ‘end’ of the ordering procedure I found out that the gift could not be delivered as advertised, so decided to arrange delivery on Saturday (yesterday) anyway. Saturday – A large box arrived – the attached photographs tell the rest of the story (I have more photos), but please read on to hear what happened next!!! I called the Debenhams flowers contact number (approx. 10.15am) to be greeted by a lady that I found difficult to understand due to her heavy accent, she (without me explaining what my problem was) immediately offered me 15% refund for my ‘undelivered’ gift! Eventually. I managed to explain that my Wife’s lovely gift had actually been delivery but was totally ruined due to very bad packing (see pictures) and poor handling during shipping, the paid extra for chocolates were also missing! Your operative then offed to re-order and send the gift again, however, I still have not received any confirmation of this, nor I suspect will the precious Mother’s Day gift arrive today. I have tried to call ‘your’ flowers hotline again today three times and after waiting for ages each time, had the phone put down on me twice (before I spoke) and then could not get though at all. I owned a large customer facing company for many years and would respectfully suggest that you review your association with ‘Debenhams Flowers’ or whoever it is you have a contract with to take care of your online flower operation, as my guess is that this is not the only flower complain you have been reading today and as such the Debenhams brand IS being damaged (my Wife is a big Debenhams fan and a Gold Card Holder!) Finally, I am keen to find out how you deal with my complaint and look forward to your personal attention to put this matter right (and behind me!) Nigel Hudston (Husband of one of your loyal customers) STOP PRESS - This morning (Wednesday 29th March) we received the reorder which was not the product I first ordered! Please note, this is NOT a money issue, I don't need £38, this is more about companies that get too big to be able to give anything other than very poor customer service and should review their complaint procedures! - contact me, I may be able to help your profit line!