Hello Kassandra,

Thank you for your feedback — we truly appreciate you bringing this to our attention.

We’d like to clarify that your order was originally placed without root, as you selected. However, due to the shipping method chosen (UPS Ground Saver), which is a slower transit option, we made the decision to include the root at no additional cost in an effort to help preserve the plant during the extended transit time.

As we always advise, plants are perishable products, and when they remain in transit for several days, they can unfortunately arrive in compromised condition. Including the root is something we occasionally do to increase survival during longer shipments, even though it represents a higher cost on our end.

That said, we completely understand your concern and want to make this right.

Please contact our customer service team

We’ll be more than happy to assist you

You are welcome