I ordered 3 bare root roses. Two of the died out. I am not a keen gardener and this is my first attempt to grow plants. Was very disappointed but rang van meuvan to inform two plant dried out with embarrassment to ask to re order. The customer service was excellent. They said they would send another plant trusting my words and made me feel so good. They send me live plants with roses. I don't think any seller is responsible for replacement if the plant dries out once it is delivered in good condition. But van meuvers takes customer satisfaction as its priority and it has given real spirit to beginners like me. Thank you so much.