I placed an order for pond plants and water snails with Primrose.Arrived quickly. However, some of the snail shells seemed to be empty. Rang and was on the phone 20mins before they answered. I explained the position and was asked for order number which I couldn't find at the moment. She gave the impressions that it was all too much trouble.I said surely she could find my order through my post code.Finally went off and left on phone for another 5 mins.On her return she said she had been told that there should be something in the shell and wait 3 days. I am not convinced as the empty shells were a different colour from the live snails. Didn't care for their attitude.