is this a reasonable complaint?

[bil]

I bought this Den hibiki Sandra's delight, and it arrived with 3 out of six pBs rotting and one green leaf only. All three green pBs look old and frankly past their best. I have approached the company, and have been told that the orchid is fine and that is how it should look at this time of year.
I'd appreciate comments on whether people think they are correct or not.