I recently did an order with M&S. Two items were missing, the packet of one item was split open, but the contents were OK, and a large tin of chocolate biscuits was damaged (the contents were fine). I emailed customer services and said it wasn't what I expected from M&S, and wanted to let them know about the issues. I only assumed they'd refund the missing items. However, I had a very nice apology, a full refund, not only for the missing items, but also for the item with split bag, and also for the lovely tin of biscuits. In addition, they gave me £5.00 off my next order. That's what I call customer service. Well done M&S!