Poor service all round

I received a beautiful birthday gift of a lily bouquet and glass vase. The delivery was on time and no problems with the packaging.

It's three weeks later now and I've just had to split the flowers into another vase! the buds are still opening and there are too many flowers to fit in one.

Whilst I can't comment on the website or ordering processes, the product quality is by far the best I've ever seen. I will be ordering any future bouquets from here!

I ordered the Champagne, Chocolates and Rose Basket for my daughter's 40th birthday. As delivery time could not be guaranteed and we were going to the Peak District for her birthday, ordered delivery for day before. Parcel arrived - a fruit basket had been delivered! Very upset and unhappy and long saga ensued with Customer Service. They could not guarantee delivery of correct order for her birthday, refunded money and said we could keep the fruit basket. Arranged for delivery of bottle of champagne and box of chocolates by taxi from local store by 10am on birthday morning. Again, no delivery by 10am. More phone calls to find nothing had been despatched. Store then arranged for M&S store in Peak District to deliver same items to our holiday cottage by taxi. It worked this time. Whole saga very distressing and not what we had ordered for a special day. No longer trust M&S and would never recommend them to anyone.

Twice now I have ordered flowers from M&S and they have not arrived.
On both occasions the matter was sorted and the flowers did eventually arrive but each time it took several phone calls and the flowers where days late - not what you want when they are a present!
This week I tried to order a gift card instead of flowers because I thought nothing could go wrong with a gift card!! How wrong was I! I had an email the day before the card was due to be delivered to say it would be delayed by a week!! When I phoned I was told that the order was with the despatch department so could'nt be cancelled!!
I will never use M & S again they are totally useless and their customer service stinks!

I ordered a bouque of flowers to cheer up my girlfriend on Monday morning set for delivery the next day. Follow the next day at 5pm and nothing has been delivered. Rang and spoke to a non helpful customer service advisor whom I quote said, 'Sorry there's nothing I can do'. I was told that it said that the flowers can be delivered up until 7.30pm in the small print, thus I challenged the advisor to show me where it said that and he could not find it! Even on the product page it has no mention of the timings. I am very, very disappointed with this poor service from a trusted, recognised brand like Marks and Spencer. Take my advice use another flower company, M&S are useless...a very disgruntled customer.

My Husband Douglas Stoole was given a Miltonia Orchid as a belated Xmas present by our children who are based in Qatar. The packaging was very good, the delivery man very courteous. The Orchid was covered in buds and to our delight one bud would open into a beautiful flower over the coming week and then our Orchid started dying. We had not over watered it, and my husband looked carefully in the moss and found a very big green worm which was eating away at the stem. He was so disappointed and we always rate Marks and Spencer as a quality shop. Seq No. 604496 UPC 00464017 Del Ref 43477824 Date 8/03/2010 22NABT 19D
Sincerely Margaret Stoole

My son sent me a rose and carnation bouquet for Mothers Day. The flowers were delivered on this day whilst I was out and left at the back door.The top of the box was crushed and on opening it found half of the roses and carnations were broken. The others which were not broken were very tired looking and bruised, the water in the paper mache' container had evaporated. I rang the help line to complain and was told a letter of apology and a gift card for £25 would be included. This is not really acceptable as the full cost should have been refunded in the form of a gift voucher to compensate for the dissappointment. I will not recommend to anyone to use this service from MARKS AND SPENCER. Perhaps they should use a different delivery service who actually care for the products they deliver.

Mothers Day flowers ordered for delivery from the Thusday onwards, no flowers arrived until the Monday after Mothers Day! Marks & Spencer attitude : It's in the small print - we do not guarantee delivery! Have used many times in the past - WILL NOT USE AGAIN!

We bought flowers for mum to be delivered on mother's day. The 12 hour window is a bit of a pain so we got them delivered to us hoping that they would arrive before mum came for afternoon tea which they did. So far so good. 'Pretty Mum' Flowers looked OK on arrival. However by the morning one of the large flowers had completely flopped and has been in the bath in the recovery position since and is not recovering. The roses though a pretty shade of peachy white are already looking weary and going wrinkly and she's only had them since Sunday. Today is Tuesday! Very disappointing. We are not planning to buy flowers from M & S again and feel that mum is let down too but too nice to say so. All in all a poor show and they certainly have not lasted.

Take care when ordering flowers from M&S, especially if they are being delivered to flats because the delivery company will not leave the flowers with neighbours and the person you are sending flowers to will have to be available from 7.30am - 7.30pm.

I ordered flowers for a very special occaion for my daughter they tried to deliver at between 3.00-3.30pm but she had popped out. They went back to the depot which she rang at 3.30pm only to find an answerphone message to rebook delivery of the flowers from Tuesday onwards (remember these are flowers that were dispatched on the Friday before!). I rang customer services at 3.45pm who said the delivery company had gone home for the weekend and so they could not be redelivered the next day, Sunday. Funny how the same company can deliver on Valentines day (which was a Sunday this year) and Mothers Day and not any other time. BEWARE look for companies that offer more specific delivery times, those that will leave with neihbours and those that can redeliver the next day!

I ordered a dozen roses for my wife for Valentines day. They arrived on the 14th. On opening the flowers were a total disgrace. The first 2" of the stems were rotten and brown.The leaves were very bad, some were brown others look like they have been munched on by an army of catarpillars. The flowers themselves were just as bad, petals had black patches all over them and some were already dying. We have had them 72 hours now and they are ready for the bin!! Total disgrace, wont be buying from M+S again - All customer services say is never heard of that before and give you a refund; not exactly what you need after upsetting the wife. Would have been better off buying flowers from the petrol station, at least they would have lasted longer and been fresher.

Ordered with 10 days to spare, recieved e-mail on 13th Feb saying they were on their way, never turned up, no phone call, when I rang attitude was "oh well, never mind" Wife grumpy, me in the doghouse, flowers in some other dimension. Rubbish, would have marked zero but not possible

valentine flowers were ok, they were fresh and packaged nice plus good value.
delivery was at 10am so was at an ok time.
delivery driver ruined experience in his attitude....will NEVER use marks and spencers again and will not recommend them to anyone.

amazing service and quality of flowers.internet flowers are often a rip off,but not these,£20 delivered and worth every penny.the person who recieved sent me photos as so pleased.the most perfect white roses.not huge,but well worth £20 inc delivery