I recently ordered a “Climbing Iceberg” rose plant from Thompson & Morgan. What was delivered was a shrub rose labelled “Schneewittchen”. When I queried this with the Customer Care Team, Katerina replied claiming that this was the same thing, “just with its Latin name.” It is obviously not Latin. I checked and found that “Schneewittchen” is the German name for “Iceberg”. However, what I had been sent was a shrub rose, labelled as growing to a height of 120 cm, rather than the climbing rose, with a height of 3 metres, that I had ordered. “Iceberg” comes in both climbing and shrub forms. I replied to Katerina enclosing a photo of the label and a link to what I ordered on their website, pointing out that “Iceberg” and “Climbing Iceberg” are two different varieties, and what they had sent was not what I ordered. I asked them to send me what I ordered or refund my money. I received no reply after five days, so I wrote again. I then got a reply from Thomas claiming that what they sent is what I ordered, even though I had pointed out quite clearly that it is not, and telling me that if I want a refund I will have to return it at my own expense. It is bad enough that a long-established horticultural firm like Thompson & Morgan apparently don’t know the difference between a climbing rose and a shrub rose, especially a well-known variety such as “Iceberg” which holds the RHS Award of Garden Merit, but when this is pointed out to them, to treat the customer like an idiot and basically lie to me is totally unacceptable, appalling and abysmal customer service.