Received a couple of grasses last October and planted them within a day of receiving. I have extensive knowledge of grasses and was disappointed when they didn't come through this Spring - dug them out and they were completely dead. Messaged them to advise and they replied to say "There are certain plants we supply that will either perish due to seasonality or will easily perish if they are not given the necessary care and attention, for this reason your plants are not covered by the terms of the 5 year guarantee". So basically they just assumed I hadn't taken care of them, without even asking any pertinent questions or requesting photos. As I was replying to them, they messaged that as the chat was now "idle" they were closing it down, so I didn't even get the chance to respond to them. They have absolutely no intention of ever admitting that they may have supplied inferior plants and their generalised response is that the customer had not looked after them properly. There is a brick wall in place for complaints. Dreadful customer service and and I would never ever use this company again - no wonder they don't have a phone number for contact, they'd be permanently engaged!! I have asked them to escalate my issue as an official complaint, but I can see exactly where that request will go. If I could have given them no stars, I would have. Steer clear of this company is all I can say.