Had similar problems with Suttons, still haven't received my cucumber or aubergine plants that were supposedly dispatched on the 4th of April...…..The plants that did arrive from other orders were in a very poor state even though they had very short shipping times, most times just a day or two. Suttons have had their phone lines shut since before April and I have emailed but no reply.
What got me with Suttons, yes they were getting a lot of traffic on their website which meant it was very slow and unresponsive, they did the right thing by limiting the amount of people that could access the website by a queuing system, by speeding up the website this meant more people were able to make more orders, this is great of course if you can cope, unfortunately it became very obvious they couldn't, they as good as admitted this by stating that all orders would be delayed by weeks. In many ways it just felt like a money grabbing exercise for orders they knew they couldn't honour.
What I saw from a lot of "responsible" companies was the willingness to recognise what their capabilities were and not only restrict access to their website but also restricted the number of orders they took.
Needless to say I still haven't been able to make contact regarding refunds on non show orders and I certainly wont be using them again.
Ironically the one order I placed with T&M turned up in good time and condition.