My friend sent me a bouquet of flowers following my illness. They arrived totally dead (unbelievable). Took them to our local M & S (seven mile drive away) and they too very shocked and replaced them with another bouquet but suggested I contact Customer Services to ask for my friend to be given a refund or a gift card. Did this, very unhelpful staff member who said my friend would have to phone to complain also before any further action taken! Didn't want to disappoint her by asking her to get involved in what should have been (and was intended to be) a very nice gesture. I wouldn't order flowers from M & S at all. Have heard similar stories but not encountered it until now.