We have supported M&S for decades. Your flowers delivered to us in Highland have been consistently poor, but we have persevered. Today was the pits. Roses in a bunch just dumped in a box, no nourishment, and three days on the road. Just about dead on arrival. M&S persevere with a poor quality delivery agent, now backed up by poor quality packaging, and poor quality customer service. Customer service offered no apology, replacement flowers in a week, and under continued pressure £5 compensation. We have repeated experience of poor quality flowers being replaced and family, who sent them, apologising to mum,on the phone. How do we get a message to the CEO that this consistently poor service adds to the woes of M&S losing market share. People send flowers with love and thanks. M&S delivers headless flowers and does not apologise. Gregor Rimell Newtonmore