Marks and Spencer Flowers Reviews

(based on 45 reviews)

197 of 314 people found this review helpful

I ordered a plant basket for a neighbour who had just had her first baby and fortunately arranged to have ir delivered to myself so I could take it round there with a card personally.

Thank goodness I did because the basket arrived (dumped in my doorway) not just damaged but a complete trashed mess. The box used was far too large, flimsy and had totally inadequate packaging to protect the basket. The plants were all damaged to a significant degree, one being totally destroyed, one was in the box with half the earth from the basket.

I was in shock and had this gone direct to the new mum, it would have been a very distressing experience for her.

Tried to sort this out but the website kept messing about and I have no idea still if my request for a refund was acted up one as there is no record sent to the buyer that they have used the contact system and what message was sent. The wait time to talk to someone went from over 15 minutes which I could not keep holding on for to over 30 minutes which was impossible.

I sent a comment eventually and the next day I got an email from Customer Services which not only made an untrue statement effectively that I had agreed to accept another bunch of flowers (I had not, I hadn't even discussed this and certainly did not want it) and that I would be sent a gift card.

However, I had already put in my comment and attempt to raise a refund that I would have to go out the next day to purchase something else as a gift which would also cost me more as I was disabled and the gift was already late by now.. The gift card amount was derisory and would not compensate for my losses.

The whole point of ordering online is to have it delivered, not to have to pay to go and buy something else. In failing to let me choose what resolution I required, the company have denied me my Consumer Rights. I realise they don't want to refund because if they require this to be returned, they have to pay for it.

I now find that this problem with packaging and delivery of plants and flowers has been going on for literally years which can be found all over the website and Marks and Spencer have totally failed to make any changes to their delivery firm, for example or to ensure that the fragile items are packaged securely.

Many have experienced the identical problem that I have both in the wrecked plant display and the dreadful Customer Service.

Never again.

In summary, I would not recommend Marks and Spencer Flowers to a friend.