Comments regarding NSE Tropicals

The plant guarantee states:
If you are unhappy with your purchase, please let us know right away and we will replace your order at no cost to you or refund the cost of your plants.
Which they do abide by. I rec'd sickly plants the first time, it was "blamed" on cold weather. (They have a disclaimer on this as well)and I notified them within a day. They reshipped the plants (across country). The second shipping arrived well, but within a day they started going down hill, too fast for me to have done any damage. I notified them within the second week, with no response. I did a follow up email and they do stick by the return policy, because two weeks was too late.
I am disappointed with the purchase, since all the rest of my tropicals do fine, I am not sure if I am disappointed with the company. I do not think I would order from them again, though.