I was extremely unhappy with the service I received. I ordered some sympathy flowers last week, and for some reason I was charged on my bank account 3 times. When I discovered this I called your customer services and I spoke to a lady on the phone for 15 mins. She couldn't find any record of my booking at all. She searched for my name, email, address, and found nothing. This was so frustrating. She said the order number was not a legitimate order number as they usually start with a 7 or something. She then asked if I could check if the flowers were delivered which was the thing which really upset me. I had to ask my friend if she had received my flowers, days after her father passed away and had asked for some time with her family. She had received the flowers, which made things worse as she was then feeling guilty that she didn't thank me. I am so so angry and upset that she had to do that. The customer service exec said she would get someone from management to call me back on Monday to help me find the order and process the refund- I heard nothing. I then had to call back on Tuesday late afternoon as I had still not heard from anyone. I phoned the Debenhams flowers number and luckily they found my account immediately, confirmed there was a mistake and said they would process the refund for 2 x £34.99 (which I still haven't seen in my bank records). There seems to have been an obvious lack of knowledge between your concessions and the main customer service number as this could have all been avoided if the lady I spoke to knew I should call the flowers line direct as there is a different database. I look forward to my refund so that this issue is resolved and no longer on my mind. Sorry to have to leave such a negative review but this really upset me. Coincidently the flowers were apparently beautiful.