My experience with trying to get explanations is Don't bother. They have your money and beyond that they couldn't care less. They will try and make it your fault for letting one get too cold or over watering or under watering, what ever it takes to shift the blame from themselves. I had three different plants that were either not what was labeled, deformed or have not grown at all and I've had less than satisfactory responses to my inquires. All my plants are grown under the same conditions so I don't know why the one isn't rooting or growing and there has not been any response whatsoever from the company that sent me the grossly deformed plant.
My advise is if it grows for you great, maybe it will be better next year. If not you may have to replace it next season.
