Heirloom Roses
reviews and complaints

I recently made an order for two rose plants from Heirloom Roses, with the scheduled shipping date being late May. However, just a week before the shipping date, I received an email informing me that one of the plants, the Road Dahl, was out of stock. The email stated that I could choose another rose plant from the website at a discounted price. I acted immediately, selecting a new plant to replace the Road Dahl.

However, to my surprise, when the package arrived, only one rose plant had been sent. I sent several emails to the company inquiring about the missing plant, but received no response. I then decided to call their customer service number, but was dismayed to find that I could not get through. After a number of attempts, I finally got through to a representative, who claimed they could not find my emails.

I provided the representative with my order number and requested a refund for the missing rose plant. The customer service representative stated that since the email and order systems were separate, they could not locate my email. However, they agreed to refund the cost of the missing plant.

I waited for the refund to be processed but to my dismay, I did not receive it. I took matters into my own hands and opened up a case with the company at their email address, but was frankly taken aback when they tried to claim that they couldn't locate my email. I found this unacceptable, as they had contacted me via email previously.

Overall, I was extremely disappointed with the poor customer service I received from Heirloom Roses. Their inability to find my emails or respond to my inquiries led me to believe that they are ripping off customers. As a consumer, I demand better service from companies and I hope that Heirloom Roses can improve their customer service in the future.

I recently had an unfortunate experience with Heirloom Roses, and I feel that I must share this with others who may be considering purchasing from this company. I can honestly say that they have provided me with the worst customer service I have ever received! If only I knew then what I know now, I would have never opened an account with them.

One of the most frustrating aspects of the experience was that they charged my credit card for my order even though they would not ship my roses for six whole months. Furthermore, they do not allow any sort of returns or cancellations. This is certainly not customer-friendly, and it's not the way any respectable business should be operating.

When I tried to contact Heirloom Roses, they did not respond to any of my emails, and after an excruciatingly long hold, they were not helpful over the phone. This leads me to believe that Heirloom Roses does not prioritize customer service, and they certainly don't seem to care about respecting the valuable time of their customers.

Adding insult to injury, I received a letter from Heirloom Roses stating that their website was hacked and compromised for several months. In fact, their website had malicious code inserted into it for at least eight to nine months, and this was only discovered much later. Adding to my shock, after ordering from them in August, my credit card company informed me of fraud activities. At the time, I thought it could have been from a new florist I had ordered from, not knowing better. I can't believe that this fraud was actually because of Heirloom Roses! It's exceptionally concerning and irresponsible that it took them so long to recognize their website's vulnerability and inform their customers.

Overall, my experience with Heirloom Roses was quite upsetting, and I would strongly advise others to steer clear of this company. There are many other reputable businesses out there with excellent customer service that prioritize the happiness and satisfaction of their clients. Don't let Heirloom Roses deceive you with their online charm; they have simply failed to live up to their end of the bargain.

Recently, I had an experience with Heirloom Roses that left me feeling disappointed. I had purchased a total of 6 rose bushes from their website, and while the shipping process went smoothly for the first 4, the last 2 seemed to have some issues. I had to wait a bit longer for them to arrive, but I was fine with that. However, it soon became clear that these two rose bushes were struggling. Despite being treated in exactly the same way as the others, these plants just didn't seem to thrive.

I reached out to Heirloom Roses, hoping to take advantage of their return/replacement policy. However, I was disappointed to find that they were unwilling to honor this guarantee. This left me feeling frustrated, as I had spent a significant amount of money on these roses - over $100 for just two bushes, not including shipping. I had hoped that because Heirloom Roses is a smaller company, they would be especially committed to creating a high-quality product and delivering excellent customer service. Sadly, this was not the case.

At this point, I was ready to write a negative review of Heirloom Roses and move on. However, something interesting happened. After reading my review, someone from the company reached out to me directly. They apologized for my negative experience and offered me store credit for the two rose bushes that had died. This wasn't quite what I was expecting, but I was satisfied with this solution. After all, I had really just wanted the plants replaced, not my money back.

So, while my initial experience with Heirloom Roses wasn't great, I have to give them credit for ultimately trying to make it right. I appreciate their efforts to reach out to me and resolve the situation. It's possible that I might consider giving them another try in the future, although I still feel that their customer service policies could use some improvement. Overall, while I was disappointed at first, I'm grateful that Heirloom Roses was ultimately willing to work with me to resolve the issue. Thanks to Gina for her help!

Heirloom Roses (heirloomroses.com) has simply blown me away with their amazing customer service agents- Brittany and April! Their stunning service delivery has been the major highlight of my entire experience with them. Brittany is an expert in her field, completely on top of her job, as she always remembers me and processes my orders with so much ease. My second season of ordering from her has been a total breeze, and I look forward to every encounter with her! Besides being energetic and friendly, she's also incredibly informative.

Equally, my roses are flourishing beautifully, which has been an exciting experience. I've had so much success with my plants, thanks to Heirloom's fantastic videos and website that offer excellent guidance on cultivating the best roses ever! There's been only one occasion when I had to use their warranty program, and it all went smoothly. I was able to select the replacement of my choice within a short couple of weeks, and it's already on its way. Amazing!

Last season, I bought and planted some roses and a rhododendron, which I've attached pictures of below. They were delivered small, but I was amazed by their rapid growth and development over the next couple of seasons. The secret sauce is the fact that Heirloom's focus is on establishing a solid healthy root system first, so your plant can survive for years. Their videos are incredibly informative, and if you follow them religiously, chances are that you will be as successful as I have been.

Lastly, the fish fertilizer has been nothing but miraculous! It's a fantastic product that I highly recommend to anyone interested in cultivating healthy and robust roses. If you are still in doubt, just give Heirloom a try; their service and products are simply top-notch, and you won't regret it!

I have been ordering roses from Heirloom Roses for years, both for myself and as gifts for my loved ones. I have spent close to $1000 on their products over time. However, my experience last fall with this company has left me feeling extremely disappointed and frustrated.

In two separate orders, I paid for a total of 12 roses and planted them as soon as I received them. Unfortunately, come spring, 4 of these roses were dead, despite my careful planting and care. This was extremely disappointing, especially given the amount of money I had spent on these plants.

Naturally, I followed the company's "guaranteed" warranty and requested a credit for the 4 dead roses. However, after an extended wait, I received two emails denying the refunds. What's worse, they claimed that I did not submit photos, which was an outright lie. I disputed this decision immediately, only to be hit with even more lies from Heirloom Roses.

They claimed that I had planted the roses after the first frost, which was completely false. I had planted them at the appropriate time and followed all instructions to a tee. When I demonstrated this fact by sending them a 2020 temperature chart for my location, they then claimed that the roses had not received enough sunlight. Another blatant lie, as the roses had received an average of 11 hours of sunlight per day at the time I planted them.

As if this weren't enough, I tried to call the company to speak to a human being about my issue, but was put on hold for almost half an hour before eventually giving up. Heirloom Roses' "customer service" is a complete disaster, and their warranty seems like nothing more than empty promises.

In conclusion, I strongly advise against buying anything from this company. I certainly won't be doing so again in the future. Heirloom Roses is dishonest at best, and their guarantee is completely worthless. Save your money and choose a different company to do business with.

For the past couple of years, Heirloom Roses has become my go-to destination for all things rose-related. I may not be an expert in rosarian practices just yet, but when it comes to purchasing new additions for my garden, I make sure to do my research. And after discovering Heirloom Roses, I haven't turned back since.

One of the reasons why I absolutely adore Heirloom Roses is because of their own root roses. Sure, they may take a tad bit longer to bloom to their full potential, but they are easy to grow and maintain. The absence of the parent graft means no messy shoots or other leafy growths to worry about. Plus, you don't have to fret about pruning them down excessively or the disease affecting them - making them a worry-free option to own.

And let's not forget about the quality of roses that Heirloom carries. Having crossed the threshold of owning 25 different rose varieties from HR, they have all arrived in my home exactly as advertised. Though they take some extra patience to come into their full bloom, once established, they're rock-solid and a true beauty to behold. The beauty of the blooms is just exceptional!

In addition to the roses themselves, Heirloom offers fantastic fertilizers and other supplementary products to ensure your roses are thriving. The fish emulsion is what I'd call pure gold in the plant world. It delivers a quick boost to your roses, causing them to sprout tons of new buds within days of use. The bone meal is also an excellent product, much better than similar items sold in other gardening centers.

Customer service is always close to my heart whenever purchasing online, and Heirloom has never disappointed me in that regard. In fact, their customer service agents are extremely knowledgeable and always willing to share some of their acquired expertise on the rose plants. During my early days of being a rosarian, I'd always have questions that they could answer with ease.

Another aspect of Heirloom that I adore is their YouTube channel. Not only is it straightforward and drama-free, but it also offers up some solid advice and tips on caring for rose plants. It's been an excellent resource for me during my journey in learning more about these delicate plants.

Finally, throwing my support behind a small business such as Heirloom Roses has been an easy decision for me. Though I don't have any issues with large corporates or chains, I try to back small and privately-owned firms whenever possible. And knowing that my regular purchases help support a business that I care deeply for is a bonus that sets Heirloom apart from the competition.

In conclusion, if you're in the market for some gorgeous, easy-to-grow roses, give Heirloom Roses a visit, you won't be disappointed!

While browsing for roses online, I came across Heirloom Roses' website and decided to give them a try. Unfortunately, my experience with this company was not at all what I expected - in fact, it left me feeling extremely disappointed and frustrated.

The roses that I purchased from Heirloom were meant to honor and remember my late mother and aunt. Both ladies had a deep love for flowers, particularly roses, and I thought it would be a fitting tribute to plant these beautiful blooms in their memory. I ordered two varieties - Violet's Pride and Louise Clements - both of which were said to be stunning and easy to grow.

However, my excitement soon turned to dismay when both of the roses died before even reaching the one-year mark. To make matters worse, my efforts to reach out to Heirloom's customer service team were met with deafening silence. I tried calling multiple times, leaving my name and contact details along with the reason for my call. I even stayed on hold for up to two hours at a time. There was never any response or acknowledgment from the other end.

Sending emails was an exercise in futility as well. While there was an automatic email response to my inquiries, there was never a follow-up email from an actual person. Instead, I received numerous promotional emails from the company advertising new products and offers. As someone who had just spent money on their product and received no help, this felt like a slap in the face.

Overall, I am extremely disappointed with the service I received from Heirloom Roses. The roses that I ordered never thrived as they should have, and their customer service team did not do anything to help me with my issue. My advice to anyone considering buying from this company is to proceed with caution and do your research.

I recently discovered Heirloom Roses, and I must say that they have the most magnificent selection of roses that I have ever seen on any website. I found myself lost in a world of breathtaking roses, and it was challenging to decide what I wanted to purchase. However, after making my selections, I was impressed that the rose bushes arrived promptly, and in excellent condition; they were more generous than most online websites.

The customer service I received from Heirloom Roses was nothing short of superior. Being a novice to gardening, I had several questions, and the representatives were always ready to assist me with professional guidance. They responded quickly, addressing all my concerns and questions, which was incredibly helpful.

Sadly, I lost seven of my roses this past winter, and I worried about my warranty claims. Moreover, I had trouble placing my order online, which was frustrating. When I called the customer service line, I was met with a pleasant surprise. The representative I spoke with was friendly and helpful, and she apologized for the glitch in the system while trying to help me place the order. She went above and beyond to research my damage claims and called me back with full credit for all seven roses, including free shipping.

What impressed me most was how patient and genuinely concerned she was for me. She made sure all my questions and concerns were addressed and resolved. She even asked me to send a picture of my garden, which was a delightful touch, and made my experience feel more personal. The customer service was the best I've received from any company, and I appreciate that they were willing to go the extra mile, which gained them a lifelong, loyal customer.

In conclusion, Heirloom Roses has an exceptional selection of beautiful roses and top-notch customer service. I couldn't recommend them more for anyone who wants to add some beauty and elegance to their garden. Their expertise and dedication to customers make Heirloom Roses the perfect company to entrust with all your rose-growing needs.

I recently had a very disappointing experience with Heirloom Roses. The customer service was simply terrible - I felt like I was treated as just another transaction rather than a valued customer. Unfortunately, this lack of customer care seems to be the norm after you hit the "place order" button, as they don't seem to care anymore once they have received payment. It's really quite surprising, especially considering the high prices they charge for their rose plants in a one gallon size. I expected some level of customer service at that price point! In contrast, other rose growers, such as David Austin Roses, have excellent customer service and offer customers almost unconditional warranties on their roses for up to five years. This has left me disappointed with Heirloom Roses' lack of follow-up care and customer service.

What's more, while Heirloom Roses does offer a large selection of roses year round, they charge almost twice as much as other growers, without offering any real guarantee. And while they used to care about their customers' satisfaction, this unfortunately is not the case anymore, as my experience indicates.

If you are looking for a reliable rose grower with great customer service and warranties, I would recommend looking elsewhere. Some other great options include David Austin Roses, Regan Nursery, Antique Roses Emporium, Chamblee Roses, Hummingbird Rose, and Burlington Rose. By doing so, you'll save yourself the frustration and regret of dealing with Heirloom Roses.

In my personal opinion, I would avoid purchasing from Heirloom Roses. My experience with them has been incredibly frustrating, to put it mildly. The company does not seem to care about their customers at all and have terrible customer service. I have encountered few companies with such a lack of ability to listen to their customers and a tendency to be rude during interactions.

While I have purchased from them multiple times, I've found their products to be falsely represented and their warranty insufficient. Though most of my orders arrived acceptable, I found it concerning that none of the plants had roots extending to the bottom and sides of the pot - something that the CEO explicitly stated in a YouTube video.

Last year, when I ordered two Firelight Hydrangeas, both arrived with their hardwood growing horizontally. I immediately submitted a request for replacement with photos, but received no timely response apart from a store credit that was issued on its own. This does not cover the cost of shipping or replacement, and when I tried contacting the company about it, the wait times were absurd.

When I finally did speak to an associate - and later, a manager - they were both rude and unhelpful. The only thing the manager would agree to do was note my account that I was due a replacement, but I would have to call again when the hydrangea was back in stock. While the replacement itself is set to be at no cost, the hours I have spent on the phone along with my overall frustration has yet to be compensated.

I would recommend others to find a different retailer for their plant needs since there are many to choose from, and none inflate their costs as much as Heirloom. If you want a David Austin rose specifically, I suggest placing your order through them directly. Their quality is much better, their prices are lower, and they even offer a 5-year guarantee on their roses.

I recently purchased three roses from Heirloom Roses and unfortunately, one of them arrived weak and never really thrived despite being planted in the same way as the other two. I decided to request a replacement and to my surprise, I was informed that their warranty would refund me $28 in store credit. However, in order to get another rose shipped, I would need to spend another $25 as the cost of the rose itself is $40 and shipping is an additional $15.

Although I considered getting a replacement, the thought of receiving another sickly plant was discouraging. As a result, I decided not to take advantage of the refund. In an attempt to express my disappointment with my experience, I left a 1-star review for the weak rose on their website, only to find out that it's "under review".

It's frustrating to realize that their guarantee might not be as helpful as they make it out to be. It seems to me like they want to make it difficult for customers to actually take advantage of their refund policy, leaving us with the feeling of being taken advantage of.

In an effort to address my concerns, I reached out to their customer service team, but unfortunately, I did not receive a response. It's upsetting to see that they don't make an effort to address their customers' complaints, and instead, wait until the year warranty is over. I expected more from Heirloom Roses and feel disappointed with my overall experience.

When I initially placed an order with Heirloom Roses, I was excited to receive my package, but things didn't go as planned. I attempted to reach out to their customer service team numerous times through both phone calls and emails, but much to my frustration, I received no response. After a lot of waiting and feeling out options, I ultimately had to file a dispute with PayPal to get a refund.

Strangely enough, just as I was going through the process of getting my refund, Heirloom Roses got in touch with me. Regrettably, I wasn't available to pick up the call, making it somewhat of a missed opportunity to patch things up. Despite their delayed communication, though, I received the order a day after their call, which gave me hope.

Fortunately, the rose bush arrived in great condition, albeit somewhat smaller than I had anticipated. Still, I was glad that the product itself met my expectations. The downside, however, is that I didn't receive any shipping information, leaving me in the dark about the date of its arrival.

While I'm pleased with the product itself, I'm very disappointed with the customer service aspect. The lack of communication had me feeling helpless and frustrated, which makes me hesitant to do business with them again in the future. As a result, I'll have to give them four stars for the product but zero for customer service.

I recently purchased some rose plants from Heirloom Roses for $60 each, but unfortunately, I was left feeling incredibly disappointed by the size of the plants. In comparison to the big and beautiful roses that I found for a mere $12 with the same name at my local Home Depot store, the roses I received from Heirloom Roses simply did not measure up. I strongly advise against purchasing roses from Heirloomroses.com, as these plants are extremely small and delicate. In fact, they will likely require special nursery care in order to survive the hot summer months and harsh winter weather. It's clear that these roses are not ready to be planted outside just yet - they need a few more years in the nursery to become strong and hardy enough to thrive in an outdoor garden. Additionally, to add insult to injury, Heirloom Roses even managed to publish my photos upside down on their website, and I was unable to correct it. Overall, I would highly discourage anyone from buying roses from this site, and would instead recommend browsing your local garden store for healthy and hearty plants that will bring joy and beauty to your garden for years to come.

As a gardening enthusiast, I was ecstatic to come across Heirloom Roses, a website that offers a vast array of beautiful rose plants. The website is user-friendly, informative, and has helpful videos and planting guidance, making it a go-to resource for rose lovers.

However, my experience with their customer support team was disappointing. I found myself in need of replacement plants on two separate occasions and was required to complete a lengthy form outlining how the plants died. While I do understand the importance of determining the cause of death, the process came across as daunting and lacked the warmth and care that I expected from a company that deals in plants.

What further compounded my experience was that despite following all instructions and requesting zonal information, none of the plants survived, but I received no refund or response from the company. In fact, the support I received was incredibly poor and lacked empathy and understanding.

In addition to this, I was disappointed to find that since making my purchase, I have received an overwhelming number of 298 marketing emails from Heirloom Roses. While I appreciate the value of marketing, this number of emails sent borders on spam and was quite off-putting.

Overall, while heirloom Roses does have its great qualities, such as a beautiful website and helpful information, their inadequate customer support and excessive marketing emails did not make for a pleasant customer experience.

When I first discovered Heirloom Roses on their website, I was thrilled to order the beautiful honeymoon bare root rose in white. With great anticipation, I received the plant and carefully planted it, expecting it to bloom in the upcoming season. However, to my disappointment, it only grew foliage but didn't flower. I wasn't too concerned, as I knew that patience is key when it comes to gardening.

Finally, this season arrived, and I was so excited to see bright red buds on the plant- at least that's what I thought! When the first bud bloomed, I was in for a rude shock - it wasn't the white rose I ordered three seasons ago. In fact, it wasn't even remotely close! I was immediately frustrated and disappointed, as I had put so much time and effort into caring for this plant over three years, which made the discovery even more infuriating.

I tried calling the customer service hotline, but to no avail, so I decided to send them an email to express my disappointment. After reading reviews from other customers, I was uncertain if I would receive a response or not. I am hoping that the issue would be resolved soon, as I have a red regose in my white rose area, and honestly, I am not a fan of red roses at all.

In conclusion, the experience has left me with mixed feelings about Heirloom Roses. While their website offers a huge selection of lovely roses to choose from, their inability to provide the right plant has been frustrating, and their lack of customer service has made the situation worse. I am hoping that their support team will resolve the issue quickly, so I can finally have the beautiful white rose I ordered and continue enjoying their products.

In my experience, Heirloom Roses has exhibited the worst customer service I have ever received. My interaction with this company left me wishing I had never opened an account with them. It seems that their priority is solely to take your money, without any concern for customer satisfaction or the quality of their products. To make matters worse, they sent me a plant that was quite clearly unhealthy, with no option for return or replacement.

When I tried to notify them about my concerns over the unhealthy plant, I found that they were unresponsive to my emails and unaccommodating over the phone. Despite my many attempts to get in touch, I was kept on hold for what felt like an eternity, only to receive little to no help from the representatives. Even when I escalated the issue to a manager, the response was dismissive and unhelpful.

Finally, in what felt like an act of complete callousness, the manager at Heirloom Roses informed me that they would be terminating my account, without any offer for a refund or replacement for the unhealthy plant. In essence, it was clear that they no longer considered me a customer of theirs.

Overall, I am deeply disappointed with my experience with Heirloom Roses, and would strongly advise anyone to avoid doing business with them. Their lack of concern for customer satisfaction and the quality of their products is truly appalling.

It is with great disappointment that I must express a negative experience I had with Heirloom Roses. Initially, I was excited to make my first purchase on their website, but unfortunately, my credit card was compromised soon after. I was very disheartened to learn that the company had actually confirmed this in one of their email newsletters. This led me to spending over a week disputing the fraudulent charges, which was an incredibly frustrating and time-consuming experience.

Despite my efforts, one of the fraudulent charges still made it through. I am currently still working on rectifying this entire ordeal. However, I received an email from the company stating that they would not take responsibility for any fraudulent charges that occurred. They also did not offer any compensation, not even the simple gesture of a coupon code. The overall cost for me has far exceeded what I paid for my initial purchase, taking into account the hours I've spent reversing the charges.

It's incredibly disappointing to experience such poor customer service. To make matters worse, this has all occurred before I have even received the product that I paid for. My sincere advice to potential customers is to avoid this company at all costs. It's evident that they simply do not prioritize their customers' needs or concerns.

I am an avid gardener and I have been in the market for a good online nursery that will offer me top-notch rose plants for my garden. Upon my research, I stumbled upon Heirloom Roses (heirloomroses.com) and was excited to make my purchase. I did buy 4 rose plants from their website, and I have to say that I was a bit surprised because of the unknown length of time it took for the delivery to reach me. Thankfully, 3 of the 4 plants seemed healthy enough to grow.

Although the planting instructions were well laid out, I opted to pot the roses since winter was nearby, and I did not have six weeks to prepare for planting. As instructed, I kept the rose plants indoors during winter and watered them regularly. When spring eventually arrived and it was time to plant in the ground, I was heartbroken to discover that none of the plants had survived.

I immediately put in a warranty claim through the instructions provided on the company's website. However, after several weeks of waiting and making numerous attempts to get a response, I was informed that my claim had been denied. This was quite frustrating as I had spent my hard-earned money on these plants and expected better customer service.

In my opinion, buying from Heirloom Roses is quite risky as there is no guarantee that their plants will survive. The disappointment of losing these roses has made me skeptical about buying from this website again. I hope that they can look into their customer service policies and work to ensure that their clients do not feel like they are just throwing their money away.

My family and I have been avid gardeners for over 45 years, regularly planting and nurturing a wide range of plants including various types of roses. Recently, we purchased a rose from Heirloom Roses, an online floral retailer that specializes in providing high-quality heirloom roses.

Although we took utmost care to plant and care for it correctly, to our dismay, the rose succumbed and died. As per the company's instructions, we filled out the paperwork and sent photos to request a refund or replacement for our rose.

After waiting for somewhat extended period, we received an upsetting response that our request had been denied by the company's "committee" because we supposedly did not fill out the paperwork or send photos. This decision caught us off guard, and we received no further information or assistance from Heirloom Roses to remedy the issue.

Needless to say, we were extremely disappointed and left with the impression that Heirloom Roses seemed to be seeking excuses to shirk off their commitment to the warranty they offered. We could not comprehend why the company would refuse our refund or replacement request, especially when we meticulously followed their procedures for making a warranty claim.

It is disheartening to receive such poor service and even worse to feel that our loyalty as customers was not valued or appreciated. Our experience with Heirloom Roses was immensely frustrating, and we cannot imagine giving them our business again. It is essential for companies to honor their commitments and uphold the quality and standards they promise their customers. Unfortunately, Heirloom Roses has failed us in this regard.

Upon hearing about Heirloom Roses, I had high expectations for their products and customer service. Unfortunately, my first and only experience with them was a complete disappointment. Their Manager/Director, Ms. Stephanie, was rude and disrespectful to me as a customer.

When I informed her that my flowers had been stolen by the UPS driver, she immediately became defensive and told me that I would have to deal with UPS because they hired "thief" drivers. She even went so far as to accuse the drivers of theft and demanded that UPS open an investigation and pay me by check.

This behavior by the Heirloom Roses manager was unacceptable and completely unprofessional. Instead of helping me, she dismissed my complaint and blamed someone else for the problem. As a result, I was left feeling frustrated and angry with their lack of accountability and responsibility.

It is truly disappointing to see such poor customer service ethics from a company that should be known for their beautiful and high-quality products. Needless to say, I will never make a purchase from Heirloom Roses again, and I strongly encourage others to do the same. It is important to support companies that treat their customers with respect and decency, which unfortunately is not the case with Heirloom Roses.