Jackie I'm sure you pack just fine. This order had multiple problems.
#1 the plants were very weak (and not just the normally tender dasyphyllum)
#2 I have never had anything do well in those expandable peat pots, ie no roots
#3 they were packed as if you were going to carry the box across town (with a little crumpled up paper on top. Things were not snug in the box. So I'm sure it was a surf tumble the whole way.
You will easily be able to double pack that stuff on the flat. All you will need to do is have a stiff cardboard the length of the box + 2x the height of the flat (including plants). Bend the ends, slip the cardboard over the flat like a lid. You will want a support across the middle of the flat, and some tissue paper across the rows and in the airspace. Then you can easily pack the top layer.
The worst issues here were the loose nonpacking. And the fact that the plants were badly etiolated.
I just found her phone number so I'm going to call now.
