My wife has just receeived her Valentine's Day flowers. I initially ordered online via their website but even though the site took all of my details and confirmed by email, M&S cancelled the order due to processing issues. I contacted M&S direct by phone and placed the order with an agent. The flowers on their website are displayed in a vase but this is not included in the price (and not stated as such either). My wife called me to say she has received the dozen Autograph Sweet Avalanche Roses and commented that they wont last long and she hopes I didnt spend too much money on them. Some flowers are brown underneath which suggests they will be dead in a day or two. Not impressed with this. I feel an unhappy customer phone call coming on. Look out M&S.

flowers were dispatched 13th nov 2009 for 14th delivery but arrived 16th in poor condition apparently thay get dispatched a lot to wrong depots so there was delay. when complained they only offered refund or other flowers no compensation.partner pushed for both and eventually they relented and gave him both . huge disappointment !

Ordered flowers with a 10 day lead time.
Flowers had not arrived by 17:00, called M&S answer was they are enroute and will arrive by 19:30.
20:30 still no flowers.
Called M&S again to be told they have gone to the wrong warehouse and will not be delivered for another 48 hours!!!!!
However please accept a £5.00 voucher for compensation!!!!!!!!!!!!!!
NEVER NEVER ORDER FLOWERS FROM M&S
BEWARE!!!!!!!!

I ordered Marks and Spencer Flowers for a friend from the local store. Paid cash. Flowers never arrived neither was she contacted on the given phone no. On phoning, the Marks and Spencer agent said it was because the name wasn't on the delivery note even though he could see it on the system. He agreed to resend and again they didn't arrive. On phoning again the agent said they would refund the money by cheque. Cheque didn't arrive. On phoning yet again the agent said it was because it took 2 weeks to process. After 3 weeks it hadn't arrived and after phoning yet again the agent said it was that the post code had been entered incorrectly by them and it would be reissued. I still have not received the cheque as yet and I've now given up. I'm £35 poorer and my friend has never received her flowers. WELL DONE MARKS AND SPENCER!

Just like the previous lady I was sent some flowers which never arrived, M&S was phoned and they said they would resend the flowers - they never came. When telephoned again they promised to send a voucher to me and a refund to the person who sent them - neither have arrived and I guess never will as this is some 2 months later. I would not recommend you order your important flowers from M&S as they might not get to the intended.

My daughter ordered me flowers for Mother's Day from Peru. She is backpacking and I have not seen her in over a year. It is difficult for her to get internet access, but she still went to great trouble to make sure I had flowers on for Mother's Day by ordering online from M&S. No flowers came. Yet they have taken the money from her account! After ringing to complain, and the promise by M&S customer service that my flowers would be delivered 2 days after my complaint - still no flowers arrived! I rang again to complain and was promised that a manager would ring me back with an explanation. A manager did ring me back, but without an explanation and still without any flowers.
I can forgive a mistake, or two, but I cannot forgive the lack of care or understanding from M&S customer service department. I could hear from the tone, "so... your flowers didn't come........get over it!"