I'm in total disbelief and appalled at treatment / lack of respect by Customer Service Team, as they appeared to be trying to wriggle out of refunding money for items cancelled by them. I placed an order (for live plants) at the beginning of May, and most of them were received in separate deliveries throughout May - apart from two items which were overdue. • First overdue item (courgette plants): On 18 June I received an email to say that one of these items had been cancelled (unavailable) and they were refunding me. This refund was received the next day. •∙ Second overdue item (tomato plant): Two days later, I emailed to request an update on the other outstanding item: it was overdue and I had not received any updates. They responded saying it was cancelled (unavailable) and they would refund me. A week later I had not received this refund or had any contact from them so I emailed to request an update. This was the beginning of a very confusing series of emails over the next several days: one minute Suttons were promising that they would pass the issue to their accounts department for the refund to be paid, the next minute they were claiming that they had already paid it (confusing the money I should be refunded for the tomatoes with the money they’d refunded for the courgettes). Then they were trying to deny that I was owed anything at all, confusing the quantity of courgettes ordered with the tomatoes, and then confusing it with other items on my order that I’d already received. All this left me feeling distressed and in total disbelief about what was happening and the appalling way I was being treated! Thankfully, there was one member of the Customer Services Team (who did seem to be capable of reading my order properly) who acknowledged that I was right and they did still owe me a refund: she ended up twice being put in a position of having to apologise for the confusion created by her colleagues. It was only thanks to her that I did finally get the refund I was owed - nearly three weeks after they’d cancelled the item! As a result of this experience I feel that I can no longer trust Suttons. Their system (as with many plant suppliers) means that although you pay for the goods when you place your order, it can be several weeks after this that the items are ready for despatch. However, you should be able to trust that there will be no quibbles over refunds for any items that become unavailable. You should also be able to trust that if things go wrong, the Customer Service Team will sort it out and rectify their mistakes, without argument or having to be repeatedly chased up. Instead, Suttons Customer Service Team failed on both points: I had to repeatedly email for updates when they didn’t pay what they owed or communicate what was happening; they argued, through a series of very confusing emails, and it seemed like they were trying to wriggle out of refunding my money. I have been a regular customer of Suttons for many years, but I will NOT be placing any further orders with them. There are plenty of other suppliers who do know how to treat their customers with respect.