I phoned M&S who were very helpful, apologised and said they'd send another immediately. Next day SiL phoned to report that the new plant was much fresher and a completely different variety to the first one. I'd ordered an alstromeria but they had initially delivered a zinnia, strangely at complete opposite ends of the alphabet. I was a bit put out by this and spoke to M&S again, extracting from them £5 compensation which since they put this onto my online account would probably incur £3.50 delivery cost so not much compensation after all.
I then received an email from M&S asking me to review my purchase, I wrote that the gift arrived 2 days late, the pot was broken and the plant was not what I'd order so basically everything was wrong. M&S rejected my review as it didn't meet their guidelines, again causing me some irritation. I rewrote my review giving the lowest scores possible and saying simply I'd been disappointed, they published this but really it was no use to anyone, readers might imagine I was simply a fussy shopper. Much of the fault here may lie with the courier but my contract was with M&S and delivery on the right day was a big part of the product.
Recently M&S published reduced sales figures, why am I not surprised. It never fails to amaze me that in these days when money is in short supply the paying customer is not more valued.
At the opposite end of the scale, Mr FF had a pair of Timberland shoes he bought at least 5 years ago and loved very much. The soles started to come away and despite his attempt to glue them back he couldn't fix them so he spoke to Timberland asking for advice. They suggested he return them and they'd take a look, reporting back that the shoes couldn't be fixed but he could select a new pair to the same value from their website and they'd send them out. The ones he decided on were more expensive than the originals but he was happy to pay the £35 difference after all he'd already had good wear from the old ones. Timberland wanted to deliver the new shoes while we were away in May but as this wasn't possible they agreed to wait till we came home. Unfortunately the shoes went out of stock and couldn't be delivered until late July so they said they would waive the £35 extra charge to cover his inconvenience. Today a brand new pair of Timberland shoes arrived by courier, no fuss, no argument and customer service beyond what we expected.
Finally, on a slight tangent, Mr FF though retired is still on some online networking site and received notification the other day that one of his contacts has been promoted to Chief Imagineer and Ideation (though shouldn't that be Ideationer). I had to google these job titles as they meant nothing to me and guess what both have references to Walt Disney, yes the magic kingdom, the world of make believe. Personally I'd rather be called the Office Twit that the Imagineer, but then I'm from Yorkshire where folk can't be doing with flannel. Come on business giving each other fanciful names and ignoring the customer won't get you anywhere, the great majority of the public is not as stupid as you seem to think and this one and her husband in his brand new Timberlands will be giving M&S on line a wide swerve.