I ordered online flowers to include a glass vase (at extra cost) for delivery to my mother for her birthday. The purchase process was clear and gave an opportunity to include a message with the delivery all at a reasonable price. Delivery slots were available for a date with suitable and convenient times to be undertaken by a courier company, in this case DPD. I received confirmation emails and text messages from both M&S and DPD and the flowers and vase were delivered well within the delivery window. However somewhere within the system the message to be included got lost and was therefore not included. So my mother received an anonymous delivery. A subsequent phone call to my mother confirmed that I had sent the flowers. However the glass vase was described by my mother as rather plan and was not in her opinion big enough to take all of the flowers making me think was it worth the extra £10.00 charged by M&S???? All in all my mother was pleased with the quality of the flowers received which have always proven to be of a high quality based on previous orders placed. Why did my message get lost in the system? Even the Customer Services couldn't answer this and suggested that I didn't add this requirement when ordering. Em not the sort of response expected from M&S. Would I use this service again? Probably, but I may now consider exploring the services offered by the many other retailers offering a similar service.