Did I get exactly what I ordered? (Lighthearted-ish)

[SparklesAllOver]

So, first pic shows the beautiful pair of bay trees I ordered, second shows what I received. I have raised a complaint and requested I be sent the a pair as advertised, with the lovely full foliage, fancy twisted stems, not the crooked, diseased pair of planted twigs they sent. Company say all I can do is return for a refund, which they are making difficult as it needs to be through a specialist plant delivery company, where I have to pay for new packaging and I will need to pay all courier costs.
Surely I am entitled to receive what I originally paid for?

I would be very disappointed if I received those!

Supplier could get away with “the ones in the picture have grown, it’s what plants do”. BUT....difference in stem in picture isn’t acceptable on any planet.

I’m sorry I did give a little snort when I looked at the pictures

They are nothing alike! Yours look like twigs with leaves! Looks like a badly homemade make!
I wouldn’t let it drop!

They're not twisted stem, so it's either they've shipped the wrong product or false advertising. Either way, you should not be required to fund the return.

The actual plants look fine though - a bit of training on a stick and they'll be straight. Unless you're after them for ornamental use only, in which case they're clearly not fit for purpose. In my garden I'd be using them for cookery :)

The plants themselves look healthy enough, though in need of a severe shaping/pruning!

The one in the left I think will grow okay and relatively straight if staked.

If I’d bought them just as a bay tree pair I’d be satisfied.

However, they are clearly shown as trained twisted trunks and I am assuming you paid extra for the twisted trunk which they clearly don’t have.

What company is it?
If they have Facebook/Twitter I’d really kick up a stink.
You paid for twisted trunk bay trees and that isn’t what you have received.

I don't have Twitter or Facebook, is it worth joining so that I can post on there? The company is Gardening Express, they have been extremely difficult to get hold of, I have sent 3 emails, they reply then I receive a message to say that complaint has been resolved. Am gutted that they don't have the fancy twisted stems, Asda had some beautiful ones before lockdown.

SpoonBender, yes I wanted them for cooking but also to look good.