My mum received two different flower arrangements for her 80th birthday. One from my brother which I ordered and one from her sister who lives in a different part of the country. Both were disappointing as some of the flowers were dead or wilting. I got a full refund for my order and £5 E-voucher as an apology. As I did not have the reference number for my aunt's purchase I took the arrangement to my local high street store. The manager was very apologetic and gave a credit note for the value of the bouquet and gave me a choice of any bunch of flowers in the store. Whilst the customer service was excellent in my experience the poor quality is not a standard you expect and my family and I will not be purchasing any future flower orders. I went to a local florist and bought a beautiful fresh arrangement for my mum and the florist commented that she is increasingly hearing of complaints about the flower deliveries from M & S from her customers.