I ordered flowers to be delivered on a specific day for a friend's 60th birthday. They did not arrive. I got several automated replies from customer services saying they did not guarantee a specific delivery date (despite advertising 'Next Day Flowers' on their website) and excusing themselves of any obligation to give a refund. There was no reply when I phoned either (apparently it was snowing). The flowers eventually turned up 2 days later and wilted - not much use as a birthday surprise. I understand there can be problems with deliveries but all it needed was a genuine apology and a refund or voucher. Such a shame as they have always been good before; I won't be using them again.