I ordered two lots of flowers each with vases and cards. Everything arrived fine, aside from my mother-in-law's vase was chipped and my mother's vase was completely smashed. Both vases were simply placed in a cardboard box, no bubble wrap, no paper stuffed inside the vase, nothing really to protect it if anything happens during handling. I didn't bother complaining about my mother-in-law's vase as the chips were hardly noticeable and didn't affect the functionality. My mother's however, was completely unusable. Using their complaint procedure, it offers the option to have the item resent or a refund. I chose to have it resent as I wanted my mum to have the vase, I don't care about the money. I then received an email saying I'd been refunded £4.37...despite the vase I paid for being £6.99, even with the 15% discount code I used, that's still not the £6ish I actually paid. I was confused as to why this was happening. I'd provided photos, explained the situation and selected I wanted a resend. I assumed the refund may just be a gesture of goodwill and they'd still resend. However, when I checked if this was the case, I was told they don't resend additional items, nowhere on the site or during the complaint process was this mentioned. They stuck firm that they don't have a policy to resend added items, however they could and should easily implement one. So I asked for them to resend the whole order, which they refused to do as the flowers weren't damaged. I also asked for the full refund as £4.37 didn't cover the cost of anything I'd paid for. It took three emails for someone to finally explain they don't resend vases, and then to be treated like an idiot when they specify a refund was issued immediately which covered the cost plus the discount. No it bloody didn't. I'm pretty sure they've got confused and refunded me for the chipped vase...even though I provided them with the correct order number so they could check themselves. They never even addressed the issues or the total lack of packaging that I brought up. So my mum has to go without her vase, I get a few quid thrown my way and they pretend to have resolved the issue, when all they've done is completely ruin Mother' day for us. Total lack of communication, insane, illogical policies and no gestures of goodwill. Disgusting company.