I ordered flowers for my 99 yr old mother-in law who had just had 2 very bad falls and was very down. Living the other side of the country and unable to get there the flowers were sent to help cheer her up. The flowers never arrived I tracked them they were out for delivery then they for no reason explained where sent back to the warehouse. I received no notification that this had happened and if I had not been track them I would not have known. Contacting customer services I got a refund but no real explanation why neither was I offered any compensation for the lack of communication and upset not what I used to think the m&s reputation stood for. After reading other reviews it seems to be the norm certainly will not be ordering flowers again. Disappointed ex customer