Comments regarding Heirloom Roses

Terrible CS. Delays in shipping not communicated. Shipping always delayed and late which doesn't fit inflexible schedules. FedEx is the worst carrier - don't do business with anyone who ships with them. Roses used to be excellent but now very weak and don't last long. Warranty system very confusing by design and CS gaslights every step of way.

Can confirm the other negative reviews of their "two-step process" for exchanges/returns/refunds/anything. Unsettling and disappointing. Lovely website though. Great filters, images and descriptions. Just decide what you want and buy it from someone else.

I have purchased from Heirloom roses for as long as I can remember. However, the quality of their roses is not what it used to be. I recently purchased 3 roses in the Autumn of 2020. 2 were not in good condition, but because they are "own root" roses I was not concerned. I planted them and babied them through the Winter. They died. I sent in multiple forms, they "didn't receive" parts of the forms, I called the company on two occasions. I submitted the request on April 19, today on June 30 I received the denial letter. The "excuse" they gave for not honoring my request was based on "Average frost dates for my area". Since then I have made multiple inquiries on their reputation and have found multiple complaints similar to my own. The company does not have the glowing reputation it once had.

"On Jul 8, 2021 4:19 PM, Heirloom Roses responded with:

I am sorry to hear we have not lived up to your expectations of our company. We try our best to make all our customers happy. We are not able to guarantee roses if they are not planted at least 6 weeks prior to the first expected frost. Since they are just babies they need this time to get their small fibrous roots established before the first frost sets in. Planting to close to frost dates does void the warranty as stated on our website. If you would like to contact us at your earliest convenience we would be happy to go over your RMA request with you."

For decades Heirloom Roses has been my go-to source for roses. I have over 100 roses, most of them purchased from Heirloom. In the past, if a rose happened to die, great customer service either replaced or credited me. Sadly, those days are long past.
In March I received my four roses, none of which looked particularly healthy or large. (unusual) I wrote expressing my concerns but was able to keep three alive and somewhat thriving. Sadly my Gertrude Jekyll did not make it.
I contacted them in EARLY APRIL, filled out all the now required paperwork (never had this in the past) and sent in the requested photos. It is now NEARLY JULY and no one has contacted me. I have phoned four or five times, many times left on hold for nearly a half hour. The nice phone rep assured me each time that it was just a matter of a few days for this to be resolved. Crickets. I am still waiting for the promised credit. Unbelievable.
This is an expensive rose source, and in the past it was worth it. No more. I sadly urge you to avoid Heirloom Roses and shop elsewhere.

"On Jun 23, 2021 3:26 PM, Heirloom Roses responded with:

I want to start off by apologizing for the recent experience you have had. We never want our Customers to feel this way. Our RMA process requires 2 Steps to be completed, we were missing Step 1. Once Step 1 was submitted on June 8th, we were then able to review both steps. Our Team is working hard to get through the RMA requests in the order they are received. We have approved your RMA request and have credited your account for Gertrude Jekyll. As our business grows some of our processes and policies may change but we are still always here to help you. With it being peak season our hold times are longer than usual but we can always be reached by email if you do not have time to hold while we help out our other Customers. We hope you will give us another chance in the future to provide you with beautiful roses! "

Three roses were purchased as a birthday gift. There is a '1 year warranty', note, NO refund possible. All three died. Filled out form, waited 14 days for response. Their response was, "You have to fill out more info". Did that, attached photos, waited 22 days, finally contacted them, again. They claim they never got the info. Snippy CS personnel, not helpful, not nice. DO NOT PURCHASE FROM THIS COMPANY. They have our money, we have no roses. These roses are expensive!!!!

"On Jul 1, 2021 9:33 AM, Heirloom Roses responded with:

Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations! Our RMA Request is a two step process, if one step is missing we are unable to review it. If you would like to contact us at your earliest convenience, we would be more than happy to assist you. "

I purchased a French Lace rose last year. I have experience growing them in this zone, and have never had an issue container growing them here. The plant didn't arrive until July, despite an order earlier in the growing season, and didn't look particularly healthy. It barely leafed out, and I think made one or two roses before the end of the growing season. As with all my other roses, they were mulched and wrapped in burlap in a protected area of the garden. This spring, it failed to revive, though every other rose did. It was difficult contacting them, and hard to put through a request for a replacement. I finally spoke to a representative who had to do it on their end. Weeks later, the request was denied, claiming the rose is not hardy in zone 5B. Tell that to my other French Lace roses. I argued, and was told their decision was final.This is not only poor customer service, I consider it fraud, since not once did anyone tell me when I placed the order that "they" considered a French Lace to be zone 6 (most other growers consider it zone 5) and that if I planted it here they would fail to honor their warranty. Skip Heirloom Roses.

"On Jul 1, 2021 10:14 AM, Heirloom Roses responded with:

We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with our business. Please understand that we can not review every order that is placed to ensure it is the proper zone for each rose. Therefore it is up to the customer to pick roses that are zoned for their area. French Lace is intended for Zones 6-10. You can also filter by Zone when viewing our roses to ensure they are intended for your area. While roses can grow in improper zones with care, we can not guarantee a rose that typically will not survive if planted in the improper zone. "

I ordered 8 rose bushes in Spring of 2020. Two of them, Caribean Breeze, looked to be of poor quality right from the start. They died with in a month. The other bushes did well. I contacted the company and they refused to honor their "One year guarantee", in fact they were very rude in their response. No more purchases from them. As you can see from other comment here, they do not honor their guarantee.

I received diseased roses and Heirloom Roses does not stand behind their products. Their so-called "guarantee" does not seem to apply to the inferior plants they send you, only if they do not survive for a year. I ordered 4 roses and they arrived in poor condition - all growth tips are black, dried out and crisp with fungal disease on them. One rose only had two tiny canes which are tightly stuck together, hardly a first grade plant even without the other problems. I emailed them right away with photos showing the above issues. They replied "the roses are healthy, thriving and virus free", and they told me to GET FUNGICIDES TO SPRAY the roses. I emailed them back and responded that "I should not be responsible for the poor quality roses that arrived not as advertised or required to buy chemical treatment for diseased roses your company shipped" and they replied and instructed me to put the roses out in the sun......

I was sent poor quality plants, informed the company of the issues right away, provided proof and offered to ship them back upon receipt of a prepaid shipping label. This company is simply unprofessional, their constant reply is to ignore the significant deficiencies and just tell you they will survive - maybe they will, maybe they will not but is that really the experience you want to go through when buying your roses? No thank you!

Since early Spring I've purchased maybe 8 or 9 roses from HR (it's now 9/9/19). All but the last 2 were great; among the last few, I received, however, not so good: a ginger syllabub that developed serious blackspot within days of delivery (none of my other flowers, including my many roses, have it, so I have to assume it came with spores from HR), but worse, the Zeph. Drouhin (the 4th I bought from them) came looking half dead. I should mention I ordered this in early July, hoping to get it in the ground before late summer/early fall. Again, it's snow 9/9 and I'm still in limbo...

I had to wait for a 2nd attempt at delivery, as the first package with the Zeph. Dr. was destroyed in transit (not their fault.) But when the 2nd Zeph. Drouhin FINALLY arrived (took a LONG time, maybe two more weeks?), it looked half dead; at least 1/3 of all leaves were recently gone from powdery mildew - I could see them at the bottom of the package). Mind you, this is a $45 rose (!!) on which I spent $15 shipping costs. So at this point I'm in $60 for this half dead rose. I called HR and emailed pictures, asking what was up. While waiting for a response, the rest of the leaves (all) fell off (I sprayed with Dr. Earth, but to no avail).

I'm not a master gardener, but I'm also decent (30 yrs. experience as lay person) and understand the concepts (and value) of hard pruning, especially before shipping, and also understand that typically, powdery mildew *can* be curbed (but sometimes can't, HR). In either case, I expressly requested a new, disease-free plant as a replacement (a reasonable request for a $60 expenditure, no?) and was told to plant it anyway and see what would happen next Spring, at which time I could then contact them anew.

I said I didn't want to go to the trouble (I have a bad back) of digging and prepping and planting an already-diseased plant, esp. when I just forked over $60. I also didn't want to wait until Spring 2020 to get (again, what would be a brand new rose) in the ground if it didn't survive, which I suspected it wouldn't. Basically, I wanted the disease-free rose I was promised and paid for. They said no (first dealt with Nicole, then Kim).

I really wanted to get this plant (a disease free one, isn't that what I'm paying this price for?) in when I ordered it in July or at the very least, this year so it would have some root establishment next Spring. And I had planned on ordering a lot more from this company, too. A shame... Will have to order from David Austin's US vendor from now on I guess.

I have been ordering from them pretty consistently for the last year. At first I was happy to find such a variety of roses available. However, it seemed the plants I received were really small, I attributed this to it being fall and the plants maybe starting to go dormant. I kept ordering and Come early winter as expected the plants were even smaller. I figured I’d give them a fair chance in spring.. well spring came and the plants were not only even smaller, but they had poor growth habit. The last set of plants I received from them were maybe 4 inches tall and the tops of them were turning black. I emailed them and they said it was normal, that it was just from the journey (a long journey, they definitely ship economy and are often in transit for over a week). I cut back the black like they suggested and babied them for a few months. I managed to nurse one of them back to health, the rest died. For a company that charges $45 for a plant I expect more than a tiny rooted cutting (which is what their “gallon” roses really are) and I shouldn’t have to nurse plants back to health. It seems this company has stopped caring for quality and is just out to make as much profit as possible. Also, whenever I tried to leave reviews about what a terrible plant I had received they would never post it. On the other hand the few times I had something nice to say my reviews were quickly posted to the site. These people are shamelessly deceitful.. don’t trust the reviews on there. If you order from them because you found something you couldn’t find anywhere else then I feel you, and I wish you luck! If you can order from anyone else I recommend you do so. If a business does not care about providing their customers with quality products then the customer should not support the business. That’s my 50cents on this company. Really wanted to have something nice to say about them, but unfortunately the almost 1k I spent this past year only helped me realize they are not worth the money. Buyer beware.

"On Aug 21, 2019 8:36 AM, Heirloom Roses responded with:

Dear Raram17,

We are very sorry if you have been disappointed in the roses you received from us. Own-root roses do naturally start smaller but will outperform grafted roses quickly with proper planting and care. Please take a moment to watch this video about what to expect.

[HYPERLINK@youtu.be]

We are happy to speak with you about a replacement under warranty if you would please contact our customer service team at 800-820-0465."

They shipped on a Friday received 7 dys later. Of the four 2 look like they have a chance of life the other two with the one thread size brown stem sticking up are dead men walking .

Experience is your best lesson. Try another nursery. I had a email correspondence with staff before shipment and was not happy so I have no desire to put myself through that agony again.

"On May 14, 2019 8:29 AM, Heirloom Roses responded with:

Hello Flower25,

Our roses are treated and the packaging is designed so that roses will withstand shipping conditions for more than 10 days. When an order is placed, we allow the customer to select their ship week and the order will ship anytime during the week and tracking will be provided.

We do have a one year warranty and will be happy to replace any plants that do not thrive within the warranty period. Please contact us at 800-820-0465 and we will be happy to assist you."

In my recent order I bought a rose in 2015 from heirloomroses, Comte de Chambord. I recieved the wrong rose, wrong color and It bloomed once and never did again. This happened to me years ago on my first order from heirloomrises, but I decided to give the site another chance in 2015. In 2002, I bought two roses, I recieved the wrong roses, wrong color again and one of them never bloomed and died. I am very disappointed again in heirloomroses because this particular rose is difficult to come by.
I emailed them a photo of the bloom of "Comte de Chambord" which is medium pink shade, and this particular I know has a distinctive color and fragrance. I received a pail pink rose that had no fragrance what so ever. The Comte de Chabord has a potent fragrance compared to the rose I recieved. I would know because I had a garden of 40 roses and my Comte de Chambord rose bloom for many years at my old house.

I ordered two roses from Heirloom.
I then received notification that the roses would be shipped on 6/11 nd would arrive on 6/18. That meant a 2 day stay at the UPS depot over the weekend.
I phoned Heirloom to express my concern and was treated to a very rude and condescending customer representative (never did anything like this happen to me when Louise and Philip Clements were the owners).

Today, the roses arrived, looking predictably bedraggled after being cooped up without light for 7 days. Their leaves are yellow. I have watered them thoroughly and placed them in a shady spot to gradually accustom them to the light.

I don't think I'll be ordering from Heirloom again, not only due to their shipping policies, but because of the poor training that their customer representatives have received.

I've got over 100 roses, many of them from Heirloom prior to the buyout - they're beautiful. To be talked to as if I'm an imbecile by an Heirloom customer rep was a new experience, for me, but I guarantee it will be the last time.

The mail order gardening business has been getting more and more service oriented. I love doing business with the Watchdog 30 vendors.

"On Jun 19, 2018 10:27 AM, Heirloom Roses responded with:

Hello. I understand that we have spoken with you by phone and hope that we made progress in the resolution of this issue. We sincerely apologize if we came across the wrong way. "

Bayer beware! I ordered a one gallon Cecile Brunner rose form Heirloom Roses Inc. They charged me $41.00. When it arrived at my door, what I found was what only can be described as a "small twig in a one gallon container." I then went to Lowes Garden supply and purchased a five gallon Cecile Brunner three feet tall for half the price ($21.00). When I wrote this to Heirloom Roses, they never answered my email.

"On May 18, 2018 11:23 AM, Heirloom Roses responded with:

Dear dprell,

I have searched our system and am unable to locate an email from you.

Own-root roses do start smaller as they are not grafted onto mature rootstock such as what you may have found at Lowes. That said, they are more disease resistant, hardier, virus free, will produce more blooms, and offer generations of longevity.

We encourage you to plant the rose that you received from us and be patient and give it time. With proper care, it will get 3-4 feet of growth and bloom for you this season.

"

Posted on June 3, 2014, updated June 26, 2017
I cannot speak to the overall service, I got my roses as a gift from my mother. She knew I wanted an Apothecary's Rose badly. They thought they were out when she visited, but looked in back and found two. They arrived while I was gone and my husband stuck them in the ground. They are thriving. Unlike some commenters I prefer buying small plants as I believe they adapt faster and better. I will likely buy more.
For the person who loves scent, I have Rugosas I ordered from Spring Valley which have thrived as well, it takes a year or two, then they do become invasive, but mine are filling in a hedge so that is ok. Spring Valley is my first choice, but they don't have the same selection because they only grow extremely hearty plants for the far north.

"On Jun 26, 2017 1:16 PM, Heirloom Roses responded with:

Dear Deforestliz,

Thank you for your comments.

Each of our varieties do list zone information below each of the products on our website. As long as your roses were properly planted and cared for in the correct zone, regardless of the ordered container size, you are covered under our generous one year replacement warranty.

http://www.heirloomroses.com/info/about/guarantee/

Our gallon sized containers should actually perform better as they are a further along, more established plant potted in the same soil-less media as the band sized containers.

We understand and appreciate your disappointment in the change to our gardens and retail center. As brick and mortar retailers across the country are shuttering their doors and shifting to online purchasing, we too were faced with the same harsh realities. We carefully measured our customers behaviors before making a decision and quickly learned that there is a clear evolution to 24/7 online shopping with delivery to the door. Our gardens were in need of renovation and change to support our growing operations. This year, we will spend time assessing and changing them.

We hope you will stick by us through this transition so that we can continue to provide you with beautiful own-root roses to enhance your garden.

If we can assist you with a warranty claim, please feel free to contact us at 800-820-0465.
"

Posted on November 9, 2012, updated June 3, 2016
Over the past 12 years or so, I have placed multiple orders to this company and have yet to be disappointed. In the past I have ordered a few climbing roses that were once blooming, which took a few years to take off--and finally did so with a storm of bloom and growth.

This year I did a test that even I hesitated trying for a new rose bed beside my driveway. In late August of 2011, I ordered 9 roses--all winter hardy Buck roses. I finally got them in the ground on September 20--and 10 days later had a hard frost. All 9 roses survived and grew to 4 feet by late June and put off a grand display of healthy roses and growth throughout the year.

You can't get any better than that from a rose delivered in something the size of a dixie cup!

"On Jun 6, 2016 1:44 PM, Heirloom Roses responded with:

Dear Jonnygalt,

We appreciate your feedback and are very sorry if we have disappointed you.

We stand behind our 1-year warranty and would be happy to talk with you about your roses that are not performing. Please call us at
800-820-0465 or email us at info@heirloomroses.com

Our customers have told us that they prefer a more established gallon rose over our band sizes. While we will continue to produce bands in limited quantities, we are ramping up our production of gallons to meet the demand of our customers.

By subscribing to be notified when your favorite rose is back in stock, you will receive an automatic email notifiying you which will allow you to purchase and select any future ship date. We are happy to overwinter your rose for you if you are outside of your preferred planting times."

There was a problem with the rose that I ordered that was apparently when it arrived. I emailed them and never received a response. I will not be doing business with them again.

"On Mar 11, 2016 4:07 PM, Heirloom Roses responded with:

Dear Truh,

I am so sorry if we missed you. I have searched our logs and do not see an email from you however, we are happy to help! Simply call us and 1-800-820-0465 or email us at info@heirloomroses.com and we will be happy to assist you."

Posted on July 10, 2015, updated July 10, 2015
I am finding it frustrating dealing with the email correspondence with this company. This had lead to the decision notto shop with them again.The basic problem is 2 of the six roses I ordered and planted ( to what I believed to be proper planting instructions) are not growing. I was informed that mixing Miracle Grow Garden soil with the top soil was not recommended ( I did this) as it may have contributed to burning the roots of these two roses. Yet the other four are doing well (same soil mix). I was told that they would not do anything to help rectify the situation because I used that brand of graden soil. There is no mention on their website or their emails warning us that the soild is not to be used. As a matter of fact I did find on the website that they do recommend using Miracle Grow within the first year of planting. I see these people more interested in their bottom line than customer relations.

"On Jul 13, 2015 11:52 AM, Heirloom Roses responded with:

Dear Joe,

We sincerely apologize if there is any misunderstanding regarding the use of a potting soil with granular fertilizer in it. We clearly indicate not to use this type of product with all shipping notices as well as on our website. http://www.heirloomroses.com/info/care/how-to/planting-roses...

We strongly recommend giving us a call rather than posting on Facebook or here, as this will help is give you personal attention and resolve your concerns one on one.

Our Customer Service team is available to assist you M-F from 8:00a-4:30p Pacific Time. You may reach us at 1-800-820-0465.

Thank you."

Posted on June 22, 2015, updated July 6, 2015
I have purchased from this company in the past and have never had a problem with their roses or service. However, since it was acquired by new owners, it has never been the same. The roses are not as robust as before. And the picture of the sample rose they show is nothing like what is received (at least what I received).

What I purchased and received on May 26 died in a matter of weeks. I e-mailed on June 10th and received an automatic reply. Almost a week later, on June 16th, I e-mailed again and again I received an automatic reply. Today I called and was placed on hold for 10 minutes without every speaking to anyone, but was subjected to bad music.

So I hung up and promptly called my credit card company and complained. The cost is a blip on what I spend on roses, but quite frankly, this is horrible customer service and shouldn't even matter. But I should have realized this when they made a big deal that they offered free shipping and no tax. But that's after hiking the cost of their band roses by $8.00. So that claim is extremely disingenuous.

So buyer beware. I definitely won't be purchasing from them ever again.

"On Jul 1, 2015 3:04 PM, Heirloom Roses responded with:

Hello beckettsmama,

Our customer service team would like to speak to you to resolve your concerns. Please call us at 1-800-820-0465.

Thank you!"

I looked at this site for several weeks and decided to order from them. My son is recouperating from stage 4 lymfoma, and is just feeling better...I told him for his birthday I ordered some roses...he was all excited..then when they arrived he sent me a pic of the 2 st shithum roses..I was so disapointed..they were so small with very thin stems..I did not expect that as I paid $61.00..which are now $38.50 for one..I could have gotten a much healthier and better rose at Walmart, Home Depot or menards...I just wanted a special rose bushes for my son..very disappointed..we have pics on facebook which will show how small they are and one is yellow...too bad.

"On Jun 5, 2015 5:55 AM, Heirloom Roses responded with:

We are very sorry to hear that we did not meet your expectations. We work diligently to inform our customers of what to expect when they order from us by posting a video on our website as well as a link to the same video on the confirmation email that is received after an order is placed.

Own-root roses are roses grown from cuttings taken from stock plants. Unlike grafted roses, the roots of own-root roses are the same variety as their flowering tops.

Heirloom Roses does no budding or grafting at our nursery. Unlike the majority of rose growers in the US. we sell only own-root, virus-free roses. Our roses are first-year cuttings that are grown from a leaf cutting taken from a “mother” or “stock” plant. Own-root roses may be smaller when purchased, but quickly catch up to grafted roses (which are usually sold as two-year-old plants).

Here is a link to our video for reference. We appreciate the opportunity to send you a replacement rose in hopes that you will be more satisfied.

Thank you!


http://www.heirloomroses.com/info/about/how-our-roses-arrive..."

Posted on May 7, 2015, updated May 31, 2015
Posted on April 20, 2015, updated May 7, 2015
Posted on January 24, 2015, updated April 20, 2015
Posted on January 22, 2015, updated January 24, 2015
Posted on January 29, 2014, updated January 22, 2015
Posted on January 26, 2014, updated January 29, 2014
Posted on March 30, 2012, updated January 26, 2014
Posted on January 25, 2012, updated March 29, 2012
I received the roses from Heirloom earlier than any other growers. Plants seems small but I realized that very halthy and mutiple points that are ready to grows. Already leaves out and within few weeks grow over 6-8" in my 2 gallons pots. Their plants are like a miniature bush, one of top growers send me a stick like plant with one or two leaves :(
I order Tequila Sunrise and Tropical Sunset-I like unusual rare color, very exciting to see them bloom. I definitely consider to order from Heirloom rose again. Thanks

"On Jan 27, 2014 4:38 PM, Heirloom Roses responded with:

Dear Bluebuster77,

My name is Ben Hanna and I am the new owner of Heirloom Roses. I am sorry to hear that you were not pleased with your purchase. Our shipping prices have not changed in almost 3 years and the plants.

Our company is committed to sending healthy, striving plants and we are always working to improve them. As we stand behind all our plants, I will contact you directly to make this right.

Thank you for your feedback and we hope you’ll give us the opportunity to add roses to your garden in the future.

Respectfully,
Ben Hanna
Owner, Heirloom Roses

I placed an order online for a rose. Due to a website glitch I could not place an order on my iPad so I used the PC to do so. Soon after there was a sale on ramblers and climbers, the website promptly crashed. I called to place my order. The woman I spoke with told me the website was working fine, they just hadn't removed the message about the crash. She attempted to place the order and realized the website had crashed. While I was on the phone with her I received an email the order was placed. She was very surprised she had been successful. The second rose I ordered (by phone) arrived. I went to the website, signed in to check my order and the only order that showed was from 2012. I called and spoke to Linda in customer service. I explained my problem, she kept interrupting and saying if I placed an order by phone it wouldn't be on my account. Even if this was true the online order should show up and it doesn't. I asked why they didn't ship them together and Linda said they were too small and didn't have enough people to do that. I order from many small nurseries and can add to my order until shipping time. They have some serious website issues. I would appreciate customer service understanding my problem instead of insisting there isn't one.

I purchased approximately 19 roses from Heirloom roses at around 03/13. The roses did come as small cuttings, which was very different than receiving bare root or in a container. They all grew pretty well except for one which was promptly replaced by Heirloom. Also at that time, I voiced my concerns about some of the roses not having a scent. I really don't remember them offering to replace these roses. First is the rose itself and does it have a fragrance? Smell the roses! Out off the 19 so far, 2 are the miniature rose and fragrance was not an issue. Everest Double Fragrance has some fragrance, but nothing huge. Hot Cocoa has none. Heirloom none, Royal Pageant beautiful, little fragrance, Star of the Nile, small, very little fragrance, Special Occasion, small, little fragrance, New Day, little scent, Sleeping Beauty little fragrance, Velvet Fragrance, little. New Dawn fragrant, Honore de Balzac fragrant, Paradise, Fragrant. Memorial Day, no roses, Zephirine Drouhin no roses. These roses are beautiful, but again no scent. What would all of you do?

My husband ordered 11 roses for me and they arrived fresh, but all of them had Thrips and viruses. I sent the pictures of those problem roses to them, and they said they were so sorry and the would send the replacement. I felt so appreciated and waiting for my replacement roses, which I expected them to be healthy. The roses arrived and they were all have the same problem like the first lot. I reported to them, and here they said. "We have discussed your roses in great depth with the shipping and plant health managers. We feel they did arrive in poor condition. However, if you defoliate and plant them they will be great plants for you to enjoy for many years to come." I didn't want any replacement, but I thought 'Heirloom' has good quality of roses. I won't order from them any more!

My boyfriend purchased AngelFace for my birthday (April) and it said that June was the start of shipping. He got confirmation and everything but now it says they are out of stock?

Ummm. Forgotten order? Not enough supply? I figured he should have gotten at least told it was sold out, refunded, or made to chose another. So far, he has gotten neither or as much as a "sorry were out". Horrible way to do business. He will be trying for a refund and take his business elsewhere. Buyer beware. Disappointing with such high positives. :(

Rec'd email notice noon Friday that the Order I placed on Monday was being processed. I Called them Immediately and asked them NOT to SHIP that day! It was Friday of Memorial Day Weekend. I was told they would decide what is best.
My order arrived the Tuesday after Memorial Day completely dried out and severely wilted. I called them again and was told to send it back and they would review it to see if it met the terms of their website guarantee. Their website reads like the really understand and care for their roses. It's a real pity the rose I ordered wasn't one that they cared about.

The plants arrive healthy and well but small. They have not grown much or produced blooms in over 2 years. Other roses from other companies have done extremely well in our area. Summary about heirloom own root cuttings is they are small and stay small.

I have ordered from them several times each time has been worse than the last. The plants have been ok - small and expensive - they have grown ok.
Their customer order process and customer service needs some work! My last order was lost, after they charged my credit card. The person on the phone was less than helpful - couldn't even find my order, they didn't know how?! They refused to make up for their screw up by sending product to arrive by my dead line - after the date the plants should have arrived in the first place, I even selected plants in stock to avoid delays. There are good companies and I think I'll try and find one.

My order was placed way back in February. The webpage clearly stated they would begin shipping in March. I then received an email they would not be shipping my items until 7 days after April 21st.

That should have been my first warning sign things would not go smoothly.

Getting a bit impatient I emailed the company around the middle of April requesting an updated status on my order. I received a two sentence response from "Laurel":

"The below acknowledgment indicates that the order is set to process on the 21st of this month. You should then receive the roses within 7 business days after the order processes."

I let it alone and continued to wait for my order. When it finally arrived on April 27th I was over the moon. One by one I removed each plant carefully. I then discovered two plants were missing. On the order slip it stated they were back ordered and they were not sure when they would be in stock.

There was no refund issued, no communication on "Laurel"s part that my order would be incomplete.

Now nearly another month has gone by and I still have not received the rose plants or refund.

I have emailed the company once again requesting some sort of resolution.

This review will remain negative until they resolve this in a timely fashion.

There are times when you open a box and say boy did I get screwed, never in my 60 years have I felt it more today. Tiny rooted cuttings for 16.95 each. Upon calling to express my concern I was told we have thousands of satisfied customers,. I am not one of them!

When I entered the nursery today, I was totally ignored by the saleswoman. I spent about 20 minutes selecting some roses and brought them to the cash register. The saleswoman was still helping the people whom she had been with when I first entered the nursery. I failed to get the attention of the saleswoman, who did not acknowledge my presence in any way. After several minutes of standing in line to pay while she incessantly chatted away with the people in front of me, I couldn't stand being treated so rudely any longer, so I sat down what would have been my purchases and vacated the premises. I will never go back. Horrible, horrible service that even a teenaged cashier would have known better than to do.

"On Apr 15, 2011 9:17 AM, Heirloom Roses responded with:

We feel sickened that any one of our customers would have received such treatment and wish to make this matter correct if you will allow us to. Would you be so kind as to provide your contact phone number by email to info@heirloomroses.com and reference this posting? Thank you. Heirloom Roses Management "

Posted on March 1, 2011, updated March 4, 2011
Posted on February 18, 2010, updated March 1, 2011
Posted on February 7, 2010, updated February 17, 2010
Posted on November 14, 2009, updated February 7, 2010
Posted on June 06, 2008, updated November 14, 2009
I got my 6 Austin Roses yesterday, packed very well.
Nice and moist roots, not wet. Deep pots with fine roots.
The plants are small, but bigger than I expected for own root seedlings.
I will order again, I am very satisfied with the overal quality.
Thank you,
Christie

I ordered 13 different rose types from Heirloom, and the plants themselves are doing pretty well . The plants are not why I give this company a negative rating. I do so because I have written them 4 emails with questions about the roses before and after ordering them, and the owner (?) defintely took her time to respond to my inquiries, and all of her replies are in a very curt and unfriendly manner. The last email I wrote her was very obviously not read thoroughly. My question to her was if I could take cuttings of my plants to Panama (where I live) with me and plant the mother plants at my parents' house, and how to go about it. Her reply was simply, "We do not sell cuttings of our roses". Absolutely not my question. I responded to her to please reread my email thoroughly and answer my question accordingly. That was 4 days ago and I have heard nothing from her yet. I understand that sometimes people have things going on that prevent them from replying immediately, but this has been my consistent experience with this company for the last 5 months. I myself run my massage business on the web, and I would have NO clients if I ran my business in the same way she does. Being a forgiving person and wanting to give every chance possible, I continued trying to work with them since the roses ARE fairly healthy, but I have finally given up and have found a different rose vendor (Edmund's) to obtain the rest of my rose plants from. It is not my way to write negative reviews on anyone; however, I am hoping she will see this and realize the errors of the way she handles her clients inquiries.

My recent experience with this company was unfortunately very BAD. I ordered over twenty roses last fall and most of them were were not of the quality that I had received years previously. Barely rooted so they did not make it through the winter. (Two survived) I called them and wanted replacements or a refund...something...but all I got was an indifferent "the guarantee time is over". I asked to talk to someone about how and why this happened but no one would respond.

After growing over 200 roses over 20 years, I do know something about roses and not an amateur. I STRONGLY suggest you buy roses from those companies that believe in treating their customers better and more professionaly. They lost a customer who plans on 500 roses in her garden.

Kathy dePass
Artful Nuance

"On Aug 16, 2010 12:38 PM, Heirloom Roses responded with:

The order in question for 20 roses was placed the first part of August 2009, taking advantage of the "Summer Sale" posted online. The roses in question where on special for $7.95. The special stated:

"Because of the dramatic savings, the guarantee offered is for 30 days. If planted in zones 6 and below caution needs to be taken to ensure that they make it through the winter. Heirloom can not guarantee over the winter months."
"

I ordered about 12 roses from their fragrant rose collection. I planted the tiny plants in containers and waited for them to grow. Two of the plants did well, some struggled and 3 were just plain suicidal. I contacted Heirloom Roses about the poor performance of the plants. They responded asking me how I planted and cared for them. I gave them detailed information & then I never heard from them again. My local nursery would have replaced them! I cannot recommend anyone buying from a company that does not stand behind their product or have customer service. There has been a lot of time, effort and money lost to these roses.

This was the first and last time I ever ordered from HR. After 5 weeks I finally received my roses today.
Initially there was a problem with my order, which I corrected by phone. A week and a half later I called and asked when the shipment would arrive, to make sure everything was ok with my order. I was told it should arrive the next day or two. However, another week and a half later I found out, that my order never was shipped out and nobody had bothered to look into it when I called to ask the first time. They basically took my money but just conveniently "forgot" about the order. I never even got an apology. Finally after empty promises and denial about the delivering date, I called to cancel my order and asked my money back. They said, once they receive the roses back, they would refund my money! They already had cheated me once and I had never even seen the roses yet! After I saw that I could not even then get my money back, I decided to wait for a couple more days to decide what to do and today I finally got the roses in the mail. The plants looked ok and I am going to keep them. Still, I will certainly not be a returning customer, because I have never encountered worse customer service.

I will not be ordering from Heirloom Roses in the future. From the 2 bands I received, I believe that they are removing and selling many baby bands way too early from the nursery. My minimum requirements are that bands should be at least 6"-8" in height and have the very minimum of 8 healthy, green leaves... Out of the 2 bands I received, one was healthy but! was 5" with only 6 leaves total on the entire plant... Thank goodness those leaves were very healthy and viable. On the other hand the other band I received was exactly 3-1/2" high with no viable leaves... Each tiny leaf on that band was only 1/4" max . and all! were shriveled or yellow-green... All the original leaves ended up dead... I am not sure what has been happening with 2009, but there were quite a few customers from a popular rose forum that also faced this issue with their orders from 2008-2009... Their roses were similar to mine when first received and did not survive their first year. But suffice it to say that I have been permanently scared off from Heirloom Roses....

Please note! if you ever receive either very sick bands or too small bands from HR, do not! plant them straight into the ground according to their original instructions... Those need to be planted into pots... they require a different growing method in order to reach enough maturity to endure the cold winters if you are in a cold zone...Their instructions to plant straight into the ground is a huge mistake if the bands are in ill health or are too small to achieve enough growth by fall.

Last year I ordered 3 roses from this company. Shropshire Lad, Mary something and New Dawn. They were about 6 inches tall and never grew anymore. I covered them for the winter and this spring they were dead except the New Dawn. She is about three feet tall and will be 20 when matured. Maybe!!

I notified the company and they said they are only guaranteed for three months. I paid a lot of money for nothing. I was very upset, so my daughter gave me three huge rose bushes for Mother's Day. She purchased them from English Gardens.

I will be dealing with them from now on.

I ordered and received 3 very expensive Roses from them in late April. They were packaged well and were very healthy apon arrival but, I have never seen such small plants in my life. It's like a joke. They are so small that I have had to put ugly crabtraps around each one so that the rabbits and my dog won't damage them. I have this beautiful show stopping garden with these ugly crabtraps standing out for all to see. At their apparent growth rate, which has been minimal so far, I figure they'll be wearing them all summer long. This Company should grow their plants at least another 6-9 months before selling at such high prices. I'm not very happy.