I sent you an e-mail on 2nd January which sums up my feelings on the subject. Basically it read : Our friend of nearly 50 years has received the flowers that we sent her to celebrate her birthday today. She said that they arrived in a very poor state and she is unable to rescue any of it to put in a vase. She was very embarrassed to have to ring me but thought, quite rightly, that I should know how I had wasted my money. Needles to say I am extremely disappointed that I have had to refer this to you and trust that you will put matters right as a matter of urgency. Your response with an apology was received with the news that a replacement will be despatched today. I await news from her in due course. Janet Kingsmill