Received a bouquet from a friend - really disappointed at the quality of the flowers and the condition they arrived in. I didn't want to complain to my friend so I rang M&S directly to voice my disappointment. The lady on the phone was disinterested, clearly did not listen to what I said and, like a recorded message said a replacement bouquet would be with me on Friday (today). M&S then contacted my friend to say I had complained (might as well have told her myself). Well the replacement arrived today, its worse then the first one!! I love M&S but NEVER EVER will I order flowers from them - quality 0/10