I bought an Acer desosho from gardening express. It was broken, I wrote to them explaining that the plant had arrived in a poor shape and broken to boot. I included pictures of the plant still in its box. I received a generic reply saying they'd upgraded their system and I had to re-submit my complaint in the way that they stated. Their reason for this was to ensure a speedy response. I have re sent my email, (in the correct way) four or more times and have had no further word from them other than to say they got my email. I requested my money back and stated that if they wanted the broken/misshapen tree back then could they send a courier to collect as I am already out of pocket to £50