Heirloom Roses

Just getting back into creating a garden after living overseas for 7 years. We had Heirloom Roses before, as well as some David Austin and loved them. Looking forward to a new generation of roses.

I ordered from Heirloom Roses for several years, for roses for myself and for gifts to various family, spending close to $1000 over recent years.

Last Fall, in two separate orders, I paid for 12 roses, planting them as soon as I received them. This Spring, 4 were dead though the other 8 are doing fine.

Per the company's "guaranteed" warranty, I put in for a credit for the 4 dead roses. After an extended wait, I received two emails denying the refunds. (They claimed I did not submit photos – a LIE.) When I immediately wrote disputing their decision, Heirloom claimed I planted them after the first frost, another LIE. I followed that up by sending a 2020 temperature chart for my location and they wrote back that the roses did not receive enough sunlight. ANOTHER LIE – the sunlight averaged 11 hours per day at the time I planted them.

I tried to call, to speak to a human being, and was on hold for almost a half hour until I gave up. Heirloom's "customer service" is abysmal and the warranty is absolute nonsense. But the company at its heart is dishonest and if anyone thinks they will honor their guarantee, they will be in for a shock.

Do not buy from this company. I never will again.

I have had nothing but a wonderful experience ordering from Heirloom! This order came promptly and the plants were very healthy. They have a customer for life!

My roses came 2 weeks ago. They are happy, green and thriving. They were carefully packaged and robust when delivered! I can't wait to see them bloom!

Heirloom Roses has the most amazing selection of roses, like none I've ever seen on any other website, it's difficult to decide what to buy. The rose bushes I've received were in excellent condition and larger compared to what you usually receive from online websites. The customer service I've received has always been superior. They respond quickly and address all my questions and concerns with professional guidance which is so appreciated by a novice like me. This past winter I lost 7 of my roses. I submitted my claims. I also tried to place an order online but wasn't able to complete it. I called customer service expecting to have to fight for my warranty. I was so pleasantly surprised by the customer service representative I spoke with. She apologized for my difficulty placing an order and explained they were experiencing a glitch in the system and were working on it. She took my phone number and said she would research my damage claims and call me back. True to her word she called and gave me full credit with free shipping for all 7 roses. She also helped me place my order. She reviewed everything that we had discussed and then helped place a second order using some of my store credit. She was so patient and genuinely concerned that all my questions and concerns were resolved. She even sincerely asked me to send a picture of my garden. This was, without a doubt, the best customer service I have ever received from anyone. Heirloom Roses has gained a lifelong loyal customer because of their beautiful roses and excellent customer service.

It was easy to find the rose I had been looking for years, and got two of them shipped to me for a good price. They were packaged carefully and arrived quickly and in excellent shape.

There was a mistake. Made on shipping date. I contacted the company & it was immediately corrected. The roses arrived as scheduled in excellent condition.

Love your roses. I have dozens! And now have added Frida Kahlo. My garden is stunning with your roses everywhere. Great catalogue, easy to order, rose arrived in excellent condition.

Received the 3 Prince's Trust climbing roses about a week ago - they weren't looking too great. Hoping they recover from whatever than went through in packaging and shipping.

I wish I had read other review sites or looked at better business bureau site before buying. I put low review on heirloom site and took it but next day was gone. Did not surprise me after past few weeks I have tried to get hold of them.
My story
Last year my mom Louise died of broken heart (literally) after her sister Violet died of Covid. Both in their early 90s. They lived next door to each other since 1976. They had grown up 18 months apart in peach orchard in same town as lived. Someone had given money for their death for flowers and they both loved roses. I found at Heirloom the roses called Violet's Pride and one called Louise Clements that was beautiful peach color. I have grown many roses but never ordered from Heirloom. Took few months to get both of these. Planted as was given instructions.
Both died before first year was up.
Customer service!?! I don't believe they have one. I left my return number and name and why calling several times and never got call back. I even held phone on hold listening to their hold music for 45 minutes and next day while painting I called on speaker and held for other 2 hours on hold and no one answered. I sent in emails to their site. And automatic email is returned right away. As fast as it came there was no person involved from them.
Never got a true email from them about my problem.
What I did get was 2 or more ad emails from them
Nothing resolved for me so customer service maybe they need help

Worse customer service ever! They will not do anything to ensure they have happy customers. They will do absolutely zero things for you after you hit the "place order" button. Once they get your money, you are just a transaction that they don't really care. Considering how much they charge for their rose plant in a one gallon size you would expect at least some kind of customer service or customer care... Their products are almost twice as expensive for the David Austin roses but yet they give you almost no guarantee at all. You are much better of ordering from David Austin website directly gives five years almost unconditional warranty on their roses. I never had problem with other rose growers in regards to any customer service or inquiries except with Heirloom. I ordered from this company because of their larger selections. I guess the only reason that Heirloom Roses is in business despite their horrendous customer service is that they have a larger commercial operation than many other rose growers. They are able to offer a lot of selection year round. I doubt the owner really care how their employees treat its customers because they don't have strong enough competitors yet. If you can avoid it, order from other sites such as David Austin Roses, Regan Nursery, Antique Roses Emporium, Chamblee Roses, Hummingbird Rose, Burlington Rose... you will be glad you save yourself a lot of frustration and regrets. The present Heirloom Roses is no longer the same company that I ordered from many years ago - at least at that time they cared about their customer satisfaction - but no more now!

I've been waiting to find another Moonstone Rose ANYWHERE, finally y'all have it in stocks, and for a wonderful price! There are so many of your Roses I would love to have, building a Rose bed, and we'll see how many I can fit

Quality roses with excellent customer service and support. I bought 3 and had 1 die and they have a 1 year warranty and arranged for another one to replace it. Thanks so much

Ordered 3 Angel Face roses. Roses received were in great shape, already leafing out; after spending a week in a very sturdy cardboard box. Videos about planting and 1st year care were perfect.

My rose was shipped with great care, although it looks a little fragile right now, I am hopeful it will turn out as promised. Looking forward to the beautiful rose it will become.