FLOWERS: We ordered a £25 "Thinking of You Flower Gift Bag" to be delivered to a family member who had just had a bereavement. We chose this as it was presented in a bag in appropriate colours for a sympathy arrangement (cream and green). We deliberately stayed away from bright colours or anything that needed to be placed in its own vase. You can imagine how we felt when the recipient sent a photo of a bunch of sunflowers, they had to put in the vase themselves. Aside from the fact we wanted to avoid sunflowers, they looked squashed as been in a box, we felt like they made us look as if we had lacked any thought about the occasion and were £5 cheaper! I contacted M&S who were OK but not overly bothered about the mistake, just wanted to get a refund processed and me off the phone. They said that they had nothing on record to say there was a swap. For the record throughout the call I was professional and courteous, though was feeling a bit narked. Like the stores, M&S has gone downhill rapidly, and this is a real shame. I have another story about being treat quite badly at the M&S Food store Darlington during lockdown, very disappointing and lost our custom there!!!