Hi Monica,
We are disappointed to see this review, particularly as it does not accurately reflect the efforts we have made to resolve your complaint.
We responded to you promptly when you contacted us and investigated the plant supplied. We confirmed that it was the correct 24cm/120cm Areca Palm ordered, with the original grower identification and size label still attached to the plant.
We explained that plants are living products and some natural variation in height, shape and foliage should be expected. We also explained that foliage can become compressed during transit and will normally settle once unpacked, watered and returned to natural light.
Most importantly, despite confirming that the correct plant had been supplied, we offered you the opportunity to return it for a full refund. You did not respond to that offer or return the plant. We subsequently extended the return period to allow further opportunity for the matter to be resolved.
We also need to correct the repeated claim regarding the 85cm box. The plant was transported using two boxes connected together to accommodate its height. The photograph included with this review shows only part of that packaging and therefore does not accurately represent the overall size of the package in which the plant was delivered.
Since our offer to resolve the matter, we have received no further engagement from you directly. Instead, negative comments and reviews concerning the same complaint have repeatedly been posted across our social media pages and review platforms, including on unrelated content. We have responded publicly inviting you to continue the conversation with us, but those attempts have also gone unanswered.
We remain entirely satisfied that we supplied the plant ordered and that we have made reasonable and repeated efforts to resolve your concerns. Our offer of a return and full refund provided a clear route to resolution; unfortunately, you chose not to take that up.
We therefore consider the matter closed.
