Absolutely appauled this year. I ordered a gift pack of flowers and posecco for family members. The flowers delivered promptly on the day they were supposed too but when the box was opened it was the wrong flowers. Was supposed to be a Xmas bouquet but in the box were tulips. I was so annoyed and as they were sent to another part of the U.K I couldn't take them back to get changed. After trying many times to get through to customer services I was finally told a replacement would be sent out at no extra charge on Jan 5th. Jan 5th @ 7am I got a txt from DPD saying they had the package and would be delivered later in the day. No flowers arrived and I got a txt at 7pm saying there was a problem and flowers could not be delivered. No reason why but said would be delivered today 6th. No message came about being delivered so I phoned DPD who said the package had been lost and I should phone M & S yet again. I phoned M&S and finally got to talk to someone after 5 attempts. When they phoned DPD they were told the flowers had perished and were thrown away becos of the delivery delay. As it had been the last day for the Xmas bouquet they couldn't send another replacement. I'm absolutely disgusted with the whole service and the dissappointment and I definately will not be using them again. I had asked before the call if I would do a survey after the call. I said yes and was told I would be sent a link. After giving them my thoughts I didn't receive any link for the customer service survey. I WONDER WHY. If you have any sense use proper flower shop. I have now been told I will be refunded but doesn't really solve the fact of the disappointment. I thought the least could have been done by them was some kind of compensation for all the stress and phone calls. As if!