I recently ordered some flowers for my Mum who was unwell. They were ordered on aThursday for delivery on Saturday. They never arrived as the consignment was stuck in the courier depot which we tracked. The M&S customer service was very helpful on this occasion and another order was placed for shipment with a different courier. Well these have just arrived and to be honest it looked like the box has been thrown around. It was damaged, torn in places, very wet and the flowers were nearly falling out of the bottom. If you can’t do better than this on the packing and care of delivery then I really think you shouldn’t be taking orders for flowers. Gone are the days when you could rely on M&S which we have done in the past. It seems to be a lottery now. Well on calling the customer services team I as told that my only option was to take a refund as they couldn't risk sending another order!? Really - I wonder why. And sadly no real apology! Very disappointed and not the usual M&S response. Sorry but I won’t be ordering again.