No refund, no reply, and poor-quality plants – extremely disappointing I placed my first order with Suttons in good faith, hoping to build a relationship with a trusted supplier for my new garden. Unfortunately, the experience has been deeply disappointing from start to finish. On 5th September, I sent a detailed email to Suttons informing them that: • My order was incomplete — only part of the plants marked as “despatched” had actually arrived • One of the plants arrived in very poor condition • All plants were severely dehydrated and stressed on arrival • I included photographic evidence • I also requested cancellation of my Garden Club membership, which I had paid for on 29th August • I clearly stated that I no longer wished to continue ordering from this company As of 15th September, I have received no response whatsoever to my email, and no refund has been issued for the missing items or the cancelled membership. To make matters worse, I was informed by the courier that Suttons uses a delivery method which results in plants being in transit for up to 4 days. This is completely unacceptable for live plants — and it showed. Most of what I received was severely dried out, and one plant (Carex) arrived in visibly poor health. I order plants regularly, including from the Netherlands. Those shipments also take 4 days — but the plants arrive in much better condition, due to proper packaging and plant care. Suttons appears to prioritise profit over plant welfare, and certainly over customer satisfaction. Sadly, this is by far the worst experience I’ve had ordering plants online. I will not be ordering again — and I strongly advise others to think twice before trusting this company with your garden.