Heirloom Roses

My last review stated that I had called about 10 times and sent 3 emails and no one got back to me about my order. When I finally put in a dispute to paypal to refund me, I received a call that day (of course I was busy and couldn't answer). I did receive the rose bush the following day, and it is in healthy condition, albeit small. However, I never received shipping info and did not know it was arriving. So for me, the product is fine but the customer service makes me want to never do business with them again. So I give them 4 stars for product, 0 for customer service.

I purchased three roses directly from Heirloom Roses in March and planted according to directions. They did not grow at all. I contacted the company and sent photos. They only replied to send photos again. They have not honored guaranty to date, October 3rd.

I have the Betty Boop, Frida Kahlo, and lavender rose bushes from an order 1.5ish years ago and they are doing great. For my birthday on May 6 I ordered the Fiji, tess of the ubervilles, limencello, and the magician. Received in a timely manner and were very healthy upon arrival. Planted on my birthday per instructions with much joy and anticipation to see them thrive.

Wow. I can honestly say I have not been more insulted by someone's behavior as I was by your manager / director demeanor... Ms. Stephanie...

This young lady had the audacity to tell me; I need to deal with UPS becauseThey are the ones that are hiring Thief as drivers. She said. UPS driver stole my flowers. And they (UPS) needs to open an investigation And they need to pay me by check she will not give me my money back...

Nice customer service heirloom...

I will never never purchase anything from you and I hopeYour other customers will stop to do the same...

Her attitude and demeanor was uncalled for and her accusations of drivers and the LIE. UPS Sending me a check it's bad business ethics people wake up...

Disgusted first time customer never again,

I ordered a "David Austin rose" from them. However be aware it is NOT the same rose! Now I'm stuck with a knock off rose and they won't accept the return. Almost twice as expensive as a David Austin and it's not even the same rose. INSANE. If I was David Austin I would force them to remove my name from their site.

I was hesitant to order rose bushes on the internet. The roses came very well packaged and in good shape. They were slightly defoliated for travel. They have been in the ground for only 2 weeks and I already have 2 blooms!

My order was delayed due to weather. I was so impressed with the follow up email from Heirloom Roses requesting order delivery status. The order just arrived and i couldn't be happier with my roses and the customer experience. Thank you!

Everything arrived in good condition. I haven't planted the roses yet, so I don't have a review of the plants themselves. Note that I believe the date I chose for delivery was the date the roses left the company, not the date the roses arrived. It wasn't a problem for me, but if you need to plant on a certain date, order the roses to ship a few days before that date.

I ordered from them because I got a gift certificate. The certificate did not apply I found out when I got my credit card bill. They would not apply the gift certificate nor refund. Ended up canceling the order since it had been a month and still had not shipped but they still refused a refund. I had to contact my credit card to reverse the charges.

I spent $300 for inferior merchandise and try to contact them for replace some of bad rose. They didn't care. Please don't buy from them you will be very disappointed.

We have had severe identity theft problems attributed to Heirloom Roses. From February 2021 until January 2022 Heirloom had a security breach which they failed to tell customers about. Received documentation from the FTC that they sell your information and this has caused us unbelievable problems from cancelling cards, changing phone #, and following up on every transaction. DON'T ORDER FROM THIS SITE! There are many good online nursery sites, so don't risk losing your identity from this place! Read the reviews and reports about Heirloom, and DON'T RISK IT!

They have the worst customer service of any company I have ever dealt with. I wish I had never opened an account with them. They take your money when you place he order, even if they won't ship your roses for half a year. They don't allow returns or even order cancellations. They don't answer emails, and they are not accommodating over the phone (after an interminable hold).
Edit: To add insult to injury, I just received a letter from Heirloom Roses saying that they had malicious code inserted into their website for eight or nine months. Three days after I placed my order with them in August, my credit card company informed me of fraud, but I assumed it was due to a new florist I had ordered from right before the fraudulent charges appeared. I never suspected it was because of Heirloom Roses. I can't believe their website was so insecure and that it took them nearly nine months to realize they had been hacked and that credit card and personal data on their website had been compromised - so irresponsible.

I have had excellent experiences with customer service agents especially Brittany and April. They were both amazing and Brittany always remembers who I am. She has processed many orders for me and is completely on top of her job! This is my second season ordering from her and I look forward to working with her each time I order. She makes ordering a breeze no matter which way you choose to order. She is friendly energetic and informative! I am also very happy with my roses. I have had so much success with them and have learned so much from Heirloom's excellent videos and website. I have only had to use the warranty program once and it was a breeze. I had my replacement of my choice picked out within a couple of weeks and it's on its way now! The enclosed picture are some of the roses and one of the rhododendrons I bought and planted last season. They arrive small but grow leaps and bounds in the next couple seasons. Heirloom's focus is on establishing a solid healthy root system first so the plant will survive for many years. If you follow exactly what the video says you should be successful. I highly recommend their fish fertilizer!

Bought 5 rose plants. They arrived withered. Planted but all died in a few days. I've requested to be resent. But I haven't heard from them in over a week.

Kept up to date with despatch and delivery details arrived in great condition. My family really pleased with the rose. Much better than a very expensive bouquet! A lasting memory. Thank you

I was really impressed with the quality of my roses. They were fresh and moist upon opening the packaging. I planted them that same day! Now time to wait :(

I have two of these climbing roses and need a third, (of course). Purchased last Fall and it was recently delivered in wonderful condition. It's up to me now.