Marks and Spencer Flowers Reviews

(based on 45 reviews)

26 of 52 people found this review helpful

I have ordered M&S flowers and plants before as gifts, with all previously having apparently arrived safely and in good time. I decided therefore to send an attractive bouquet and the additional Belgian Cognac Truffles (suggested by M&S as an extra treat) as a special surprise for sister and brother-in-law in London who have had a truly horrible year.

Flowers arrived safely the following breakfast time, but no truffles included in the box! No sign of them the following day either, so I phoned M&S (the person answering is in South Africa). She agreed to refund me the £4.00 and would send email with a gift card as "gesture of goodwill". I didn't ask value of gift card, but later found it is is just £5.00. I doubt if anything would have been done at all if I hadn't chased the issue. There was no explanation for reason for the omission, nor a proper apology. I was shocked at the casual response and the (to my mind) derisory sum as compensation for the great disappointment and anxiety of waiting for the special treat which never appeared (despite having been erroneously listed as despatched together with the flowers!).

I don't yet know if my review in M&S Flowers for the bouquet will be even be allowed, as I included experience re the truffles, there being no other possible place to do so. It seems that once a refund has been issued, it is as though the transaction never even took place! I feel that lack of possibility to be deceitful, and will never again order one of their suggested additional gifts to accompany their flowers! All I could do was to apologise to the recipients who were really looking forward to their luxurious chocolate indulgence.

In summary, I would recommend Marks and Spencer Flowers to a friend.