This is a small local business. True someone is not always around but they usually are. You can also call ahead if you are worried about it. I like that they have varieties that are hard to find and a good selection. You cannot compare this business to Home Depot or Lowes that get a new shipment in weekly. These plants are locally grown and will show the wear and tear that weather sometimes dishes out. It does not affect the overall health of the plant or th root structure in most cases.