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“APPALLING”

written by on 18/03/2012

I ordered a beautiful bouquet for my mum for mother's day. They did not turn up on the day I nominated, but my other 2 items from M&S did which was odd. I rang M&S who said the courier said they had delivered them the day before they were meant to arrive which they didn't. They were apologetic and told me they would send another one out for the day after Mother's Day. This was very upsetting as it would be completely pointless the day after. The lady then told me that - no wait - she couldn't send another one because it 'wouldn't let her'... no more explanation than that. I was offered a refund. No substitutions or compensation. After ringing again as this wasn't good enough, I was told this had happened to 50-100 people and I was her 4th call about it today. I was at this point offered a £10 M&S voucher and a letter of apology. I asked if I could have the number for the courier so I could ring them and find out what had happened myself and I was told no. After asking why I was told they didn't know which courier it was. (!?!?!?!) They could not explain what had gone wrong, and they would be in contact once they found out. I received an email later that day saying there had been a 'technical error' which seems like rubbish as I had received an email saying it had been dispatched. The email said that I would now receive the flowers I had ordered on mother's day itself, free of charge. This would have redeemed them somewhat however the flowers that turned up were not at all the ones I ordered and looked pretty sorry for themselves. Overall, very disappointing, will never use them again for flowers and I advise everyone else not to either as I have seen COUNTLESS other similar reviews.