In my experience many big companies will send substitutes even if you say you want a refund, which is why I prefer dealing with small companies who seem to listen to their customers more and have a more individual approach. I no longer deal with T&M directly after many unresolved issues, but what I do find annoying is receiving catalogues from other companies and when I order from them, some of the plants that arrive are supplied by T&M - and are of the poor quality which stopped me ordering from T&M in the first place! I now place orders by phone and ask if any of the stock will be supplied by T&M and if so, say I don't want it, as this seems to be the only way around this problem.