I ordered 20 medium plants (2L pots) for my hedging. I have ordered several times from Grasslands and was satisfied as although my previous orders where larger in number and much larger plants in size, they were delivered in appropriate boxes to enable me to carry inside. This time however, the plants were delivered on a pallet in a box 20 times what was required for plants of this size and number. The driver dumped the pallet and box outside the door of my building (I live in a flat) on the street, blocking the pavement and thoroughfare in central London. I had to then arrange a delivery company to collect the pallet and empty box, at a cost of £80 plus congestion charge and with VAT costing over £120. In addition, I received a penalty notice for causing an obstruction to a public thoroughfare of £95. When I raised to Grasslands they were sorry I felt aggrieved, which of course is not an apology. I requested to speak with management which was ignored. Nowhere on the portal to payment was it pointed out that the customer is responsible for the disposal of the pallet and packaging and that the drivers leave the items wherever they see fit. This is a clause in the T&Cs but it should be clearly stated upfront at payment during the delivery section of the process with an option to reject the pallet and massively oversized packaging in favour of smaller boxes and no pallet. Please be aware as these are hidden costs and what was an order for £90 worth of plants, cost to me with the £35 delivery, over £350., so please BE AWARE. Although I have ordered from Grasslands several hundreds of pounds worth of plants this last year, and was very satisfied, this experience was shocking. I will never use them again and will be advising my wide network of gardening friends and societies likewise as this was a very disrespectful, stressful and expensive experience.