I am a recipient of the flowers from M&S. My mother had passed away on the same day as the Queen. It was all very sad. My anutie was kind enough to send me some flowers from M&S. But when it arrives, it was looking more sadder than me. I didn't mention this to anutie, because it wasn't het fault. She spent good money on this and i want to be seen as unappreciative. Only when she ask me what the flowers were like I had to tell her the condition of it. She said she would complaint. And they refused to give her refunds, they offer her an replacement. When the 2nd batch of flowers arrived. It was not much better. I've ALWAYS reguard M&S with quality and standard but this time. Twice been let down. And not to mentioned this is hightly disrespectful to me and to the sender. My mother had passed away. And I certainly do not wish to have gone off flowers send to me, not only once but twice. It's not only caused me distressed, it's also caused the sender distressed and embarrassment. I'll strongly you review the flower quality control department. And also your customers service department. Just one Sorry doesn't make it very sincere of apology. You as a COMPANY really needs to up your games if you wanted to retain loyal customers.