I ordered flowers for my Mother's 87th birthday. She lives in a care home so I clearly included her name in the details so it would be obvious who they were for. When I visited a few days later there was no sign of the flowers and she could not remember receiving them. I checked my emails and there was no tracking link received despite the order confirmation saying one would be sent. I contacted Prestige Flowers who sent an automated reply saying this is your tracking information 'no tracking assigned'. I wrote back suggesting this confirmed my view that the flowers were not delivered. They then sent a photo of a box of flowers perched on a windowsill with a single name as a signature - could have been anyone, anywhere. They said they had checked the location and it was definitely the correct address. I pointed out that this did not tally with the fact that I had not received tracking details and their first response suggested there had been no tracking assigned. I received a reply saying so sorry I hadn't received the tracking link, but if I wanted to amend the delivery details I could do so - so I suspect that all the responses were just automated, or maybe it was just a customer service assistant who simply did not care. Absolutely no response to my several requests for a refund and how I wish I'd checked reviews before I ordered as I've since seen so many other similar complaints about this company. I accept that things can go wrong, but why send flowers by Royal Mail and why not just accept that something went wrong and issue a refund. It's not even the money I'm concerned about, it's their total lack of sensible and genuine response.