Heirloom RosesReviews 315

It's not everyday that you can access the plethora of options and beautiful roses from a company and still get great customer service. During the busy spring season, it's normal to have an influx of calls and concerns from customers. I as a customer, like so many of us, understand the high volume while attempting to maintain brand loyalty. Even when one of my roses didn't make it through winter successfully, this company made the warranty process easier than I thought. The customer service is great.

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 roses and they were never shipped out. Says my order was canceled and it never shipped but no one will respond to my emails. All that money down the drain

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.

When you call no one answers for a long time. The message tells you to email for faster response. You email them and they send back a generic generated response. I again attempted to call three more times. It's like trying to reach the government. They're not that busy. They do post on Facebook multiple times daily and email you junk mail about three times a day, but do not care about their customers.

I have written 3 emails and called at least 10 times. The phone is never answered no matter how long you wait. There is an option to have them call you back, I selected that, they never called. Not worth the hassle, no matter how pretty the roses look. I disputed my purchase with Paypal after I could not reach them and if Paypal won't help me, I'll contact the credit card company, but I am not doing business with a company that is completely unreachable. That is simply ridiculous and bad business.

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

Cannot contact anyone by phone. Have no idea when or if we are receiving our roses we orderedMarch arch

Rose plant arrived with all leaves dried like a crisp and dead. Stems very skinny and dark. 3 years ago the plants from heirloom used to arrive very healthy. Despite this they have asked me to plant the sad plant and save complaining for after a year has lapsed, but certainly it is not off to the running start I expected.

I get my roses plants $60 each Oh so disappointed- the all are to tiny
Get to HD store get BIG NICE roses for $12 same with same name that selling at Heirloomroses.com DO NOT BUY ROSES FROM THEM, they selling roses that is so tiny it will not survive with out special nursery care, it will not survive hot summer and specially winter time, they need to be in nursery few more year to be strong to plant outside. Below photos from them ( very small rose) and rose from Homedepot store. They publish my photos upside down, and same how I can not able to correct it, so any way DO NOT BUY FROM THEM!

I received 2 roses that were completely duds, and I've grown roses before, treated these well and did all I can to see if they'll live. I wrote an email to customer service over a week ago, still no response. I tried to call the customer service number but after waiting for over 30 mins, still no answer. They say they can call back. No call back.
Please save your money and do not order from this company.

These guys are crooks. Be sure to read all their fine print. Their roses arepuny and will not survive a year. Do not buy their fertilizer. Too expensive and will grow a healthy rose. Their guarantee is rubbish. They never back up their guarantee. Go to David Austin roses. You will not believe the difference and your credit card will not get hacked like heirloom roses customers

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!

Heirloom Roses has a data breach in August 2021 with subsequent breaches through October 2021 even though they supposedly took steps to secure their website. It took the another two months to notify customers that they might have been victim of a potential breach of personal information. Essentially 5 months from realization of the breach are customers notified. Why not sooner? What's worse is how could they claim the website was secure if breaches continued until October 2021. Irresponsible.

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.

I ordered 6 expensive roses from Heirloom Roses. 5 of them had disease. Then when I complained, they tell you the the roses are under warranty but they make you send pictures of them and what happened; which is fine. But once they realize the roses were a bad batch, they want you to write like an essay on each one of the roses with pictures. What they are doing is pretty rotten. The process is so cumbersome especially if you placed a big order that you just give up. Don't do business with them they are a fraud!

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 ordered and received amazing grace rose on may 2020. Before planting it in the ground, I noticed 2 dead branches. I called their customer service and told them about this problem. They said go ahead and plant the rose. After a week the plant died. I called them and told them what happened. To my surprise, they were almost adamant that it was my fault that amazing grace died. After the back and forth, they would not give a refund. I settled to receive memorial day rose in exchange. I promised myself that this is the last I'm going to buy from Heirloom Roses.

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!