Ouch, I'm sorry you've had such an experience with them. Unfortunately, what you've described isn't that unusual from personal experience and from those shared by quite a few others whom I know personally and whose experiences I've read on the Internet rose forums. I guess the best thing to do is not reward them with your money any further and make sure you share your experiences with any and all who are interested, here and on Garden Web, as well as any other rose and gardening forums you frequent. It's too bad in these days of dwindling rose sources, such a large, visible source as this has to resort to such substandard treatment of their customers. The best course is to take your business, and any other business you can influence, to sources who value your business and treat you properly.