Comments regarding S&W Greenhouse

I ordered four roses from these guys and, as the comments said, they were gorgeous. The problem started when I planted them. Three of them went well, the fourth, when I cut the pot off it and lifted it free, the soil around the roots collapsed. Okay, it happens. I planted the rose anyway, watered it and watched it. Some days later I noticed all its new growth was withered. I wrote the greenhouse asking for advice. It's been two weeks and I haven't heard a word. To me, the measure of a business's service isn't what they do when everything goes right, it's what they do when something goes wrong. S&W Greenhouses failed that test.