It is of course very annoying if something has gone wrong with the delivery or if you are not satisfied with the content of the order.
Always make sure not to throw away the plants and packaging during the complaints procedure. Take as many photos as possible of the box, the packaging, the entire state of the plant in daylight, and so on. Send us an e-mail upon receipt or at the latest within 24 hours with a clear description of the situation and problem, the order number and the photos.
Without photos, we unfortunately cannot process an issue, as this is part of our procedure.
Complaints and other issues are not handled over the phone, as we require pictures and customer service representatives are not authorized to resolve issues. This is always done by the supervisor/manager, because that way everyone is treated so evenly and because customer service agents are not always experienced enough to properly evaluate pictures.