I sent a Peony plant to a friend who's husband had died and the plant was in poor condition and died within 1 day, which was very upsetting for the friend and me. (I didn't want to send a dead plant and make her distress worse) I made a complaint within 4 days due to the funeral etc and received a clearly copied and pasted email to say that fresh flowers are only guaranteed for 72hrs and 10% off a future order. This was a plant. Another agent promised to look in to it and send another plant and this was then overridden and I had an email stating that they only look at complaints within 72hrs even with a plant that is clearly meant to last longer than that. No apology, no refund or new plant.