M&S for Poor service .

Very poor service from marks and spencer , had flowers sent to my 80 something step mother in England with a loving Christmas message from my family and I , she does get some flowers but the message is To Julie from Hazel , my step mother does not know a Julie or a Hazel , she has had to ask almost all our family members who sent her the flowers , we live in South Africa so it took her some time to ask us she is now worried about the lady who now does not have her flowers. I emailed M&S on 24th but nothing yet back from them .