Primrose sent me a defective bare root Gage fruit tree with a huge sucker growing from the root stock; had it been planted, all the energy would have been sucked up by the root stock and the plant wouldn't have produced many gages at all. I rang them the minute I received the plant and asked for a replacement. Their call centre staff were nice but didn't know a thing about fruit trees and I had to explain the problem in detail. I emailed a description of the problem and photo. The "gardener" at Primrose told the call centre person to tell me to "cut it off", meaning this rootstock sucker. 1) I shouldnt have to and 2) the wound would have been left open to infection and more suckers would have grown in it's place. The sucker was 2 years old and should have been cut off by nursery staff when it first appeared; because it wasn't it has grown substantially and taken a big percentage of the energy that the fruit baring (scion) part of the tree should have had. A week after my initial call, I was nowhere further. I asked for a refund and they only offered to refund the plant and not the postage and stake and tie I had ordered. I have never experienced such appalling customer service - how can it take a whole week to decide whether to replace or refund? I'm a professional gardener and usually buy from nurseries; I should have known better than to buy from Primrose. A sorry tale.