I received a gift of an orchid in a ceramic pot but whilst the orchid is fine it arrived with a broken pot. I emailed the complaints dept and sent a picture and pointed out that a sheet of brown paper was not an adequate protection, but was told the pot is classed as an add on and a cannot be replaced!! I did point out that the plant and the pot are sold as an entity and not as a choice re the pot but all that has happened is the sender was given a 15% refund. I am not sure that calling the pot an add on is legal but I certainly will not use this company myself.