They make extravagant promises about a five-year guarantee/a refund/replacement if you aren't happy - but definitely buyer beware! Before issuing you with a refund - even in the event of an unsatisfactory/damaged item - they will expect you to post the plant back to them (at your own expense - a cost which they then won't refund the value of), which is of course ludicrous and not something any other online plant company demand. Even if you provide pictures of the dead/dying plant they still make you return the plant before issuing a refund! I've received some items from them which are in an OK condition, but one hibiscus just arrived dead, two daphne died within two weeks of arriving and an enormous (expensive!) cherry tree looks like it will be lucky to survive another month. I'm an experienced gardener and their patronising tone when I tried to reach out really took the biscuit. No attempt to make good or apologise, just condescension and bluntness. Also worth pointing out there is no phone number or email address to contact them on in the event of any customer service complaints. Just an unreliable instant messenger service with very limited 'open hours'. And to top it off, everything comes triple-wrapped in plastic bags and parcel tape! Seriously? When every other online plant company I've shopped with is making such massive strides away from single-use plastic! So you might be lucky and get the odd good quality plant or two, but bear in mind that if you don't you'll be left massively out of pocket. Back to Crocus.com for me - twice the price, but ten times the customer service!