Has anyone else ordered from them lately?

I placed 2 decent sized orders this year, the first one was great, the second one was extremely disappointing. Half of the 20 Hakone Grass I ordered in 3" pots looked like they'd just been stuck in from plug liners, just tiny little things that will take years to be a decent size, most of the others were still not what I expected them to be. Only one was really good.

Their customer service response was that I can pay to send them back for a refund...

I'm wondering if the good order was typical, or the bad one? Of course their website states that customer satisfaction is their number one priority…