I paid extra for my stepmother to receive the pot rose on Sat 6 March. It's an important day, as her wedding anniversary and the anniversary of my father's death coincide. The rose did not arrive on Sat, Sun or Mon, and I had to contact you Post myself to find out what was going on. To be fair, I think your staff had started calling about 14 customers, having realised that something had gone wrong. They arranged a delivery for Tues 9 March and refunded the whole postage and extra fee. I find this only just acceptable. I'm a long-standing customer, and you should have offered a reduction on the price of the pot rose. However, until now you always gave excellent service and quality, and I will give you one more try. I suspect that this was only a blip, and that you will return to your normal excellent service.