I ordered flowers to be delivered for my mums birthday as I was going on holiday. I requested that they would be delivered on the day of her birthday. When I returned from holiday I was surprised that my mum had not thanked me for her expensive bouquet? When I asked if she liked her flowers (2 wks after they should have been delivered) she looked at me blankly? No flowers had arrived and I received no phone call or email to say there was a problem. When I finally got through to M&S, I got a rude customer service agent that told me they couldnt be delivered as they got damaged in transit??? Firstly, why not inform me? Secondly, why not resend flowers? Thirdly.....why did they not refund my account until I contacted them? They were just hoping I never found out! I finally got refund but no apology....very poor indeed! I will never use this service again! Minus 5 stars!!