Getting to the root of what went wrong with my plant offer

http://www.theguardian.com/money/2015/jun/08/wrong-plant-offer-guardian

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I decided to place an order on the Guardian’s garden centre website for some “burning bush” or “firebush” plants after seeing an advert in the newspaper early last month.

The original newspaper advert was offering them at £9.99 each, or four for £19.99 (effectively half-price). But when I went online, the offer was for three at £11.98 or five for £19.99.

Not only did they not match up price wise, the online plants were bare-rooted, whereas the newspaper offer was to supply them in 9cm pots.

Not being green-fingered, I decided to place an order for the potted variety by phone. Two weeks later I received a parcel with four “twigs”. One showed a couple of potential green buds.

They were not in pots. One end of each was wrapped in plastic containing dry compost which fell off when opened and revealing very dry roots.

On top of that, the instructions told me to plant between October and April. Am I to wait five months? And what do I do in the meantime? BM, Cardiff

The Guardian uses an independent garden plant and bulb supplier (J Parker’s) as a partner for its website offers.

That has led to some complications and variations in terms of the pricing – J Parker’s online prices are structured in line with its own catalogue, so offers appearing in the Guardian newspaper may be priced differently.

The terms and conditions state clearly that offers and delivery charges may vary online.

A problem with buying plants online is the difficulty of getting the timing for planting right, as well as the risks of damage to live plants being sent by post.

Experienced gardeners know what bare-root plants look like (as you say, often resembling dry twigs) – but you wanted the potted ones.

The supplier agreed to send out replacements as soon as it received new stock, and said you can keep the existing ones with its compliments.

The company’s guarantee says, “In the unlikely event of the goods slipping below our usual high standards, we undertake to replace or, in the event that this is not possible, refund or issue a credit against the value of goods.

“All we ask is that you plant your products according to the growing instructions provided. This will enable you to get the best possible performance”.

It has also advised that the bare-root plants you received can be planted outside now, and it has agreed to review the planting instructions.

Gardening websites have flourished across the UK as a convenient way (for some) of buying plants but, if in doubt, stick to your local nursery or grower.

You have now received the plants – in robust health and in pots, we are pleased to report.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number