disappointed terribly

I recently received a very disappointing"large summer garden planter" from marks and spencer. The planter was delivered as requested. when opened the planter was firmly fixed in its cardboard box but when planter was lifted out the lavender plant was just about hanging on other plant were damaged, buds off the plants were in the bottom of the box along with a considerable amount of the compost/soil. This planter had obviously been dropped or thrown about despite several notices on the package adb]vising handlers to keep the box upright. Yodel were the deliverers. When I spoken to my friend who had sent this present, she contacted m&s the next day who yes reimbursed her the money, but stated that they (m&s) had had trouble with this item and had had several complaints. Why do m&s continue to sell this product or find a different carrier. I must add that I was extremely disappointed and in this present climate feel very let down