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I am sorry that you feel you were treated rudely. My manager replied to your request for replacement and I will state the company policy for you. We guarantee the plants to be in good condition when you receive them. From my other customers I have gotten only rave reviews about the condition and quality of our roots. We strive to send only 3-5 (usually more eyes) eye roots. We do not assure the plants will live and grow well for you because that depends too much upon things beyond our control. We will work with you to try to find out what caused the problem. If you check througout the industry, you will find this to be the common thread. Please accept our apology for any misunderstanding. Neva"