I placed an order with Gardening Express on 19th May 2025, expecting delivery within their advertised 3–5 working days, or up to 10 working days during peak periods. Despite these stated timelines, I had not received my order even after 11 working days, prompting me to contact customer support repeatedly. Starting from day 11, I sent several messages to follow up, only to be met with automated responses offering no real update or resolution. It was only today, 6th June 2025, that I finally received a reply from an actual person – a Customer Support Manager – who informed me that my order had been cancelled and a refund issued. At no point did I request a cancellation. I was still within the updated 10–15 working day dispatch timeframe, and I was willing to wait a little longer, especially since no delays were properly communicated before this point. The cancellation was not discussed with me, nor was any alternative or explanation offered other than "we're still within SLA." This experience has been extremely frustrating and disappointing. Not only was I left in the dark with no proactive communication, but I also lost the opportunity to receive the plants I had carefully selected and was excited about. The customer service was impersonal, dismissive, and unhelpful, and cancelling the order without my consent feels like a way to avoid fulfilling obligations rather than genuinely resolving a customer issue. I will not be ordering from Gardening Express again, and I strongly caution others to consider the poor service and lack of transparency before placing an order.