Heirloom RosesReviews 315

If I could leave no stars I would. My card was compromised (which they verified with an email newsletter) after making my very first purchase on their site. I spent well over a week disputing fraudulent charges with one still making it through. I am still working on the entire case, yet their email states they will not be responsible for any of the fraudulent charges that occur nor have they offered any sort of compensation or even something as minimal as a coupon code. I spent well more on them than it was worth given the hours I've spent working on reversing the charges. Avoid this company at all costs, they simply don't care about customer service. And, all of this has happened BEFORE I've even received the product I paid for.

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 paid over $140 for four rose bushes. They arrived past planting season in one cardboard box, each individually wrapped in plastic. I planted them per directions. Three of them are now dead and the last bush is dying. I reached out to Heirloom Roses for help multiple times however their response was that I used the wrong fertilizer, despite it being the fertilizer from their website. They refused to give me a refund or a credit. Don't buy your plants from Heirloom roses unless you like them dead.

I purchased 2 each of 8 different roses for a total of 16 own-root plants. All plants arrived healthy with just a limited amount of wilting. After opening the shipping boxes I watered each plant thoroughly in its own pot. I planted them the next day following the provided instructions and using the fish fertilizer I also purchased from Heirloom Roses. I have been watering all 16 bushes faithfully and every single plant has already bloomed! I had to deadhead pretty quickly after blooming since the branches are still small and too weak to hold the blooms up.

I will admit I was very concerned after reading all the negative reviews, but my experience is quite the opposite and Heirloom Roses has earned a loyal customer in me!

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.

**UPDATE: Since I wrote this review and the business responded, I have been in touch with them. They have now issued me store credit for the 2 rose bushes that died. This is fine with me since I only wanted them replaced, not money back. Therefore I am upgrading my review to be more favorable. Ty, Gina. I do appreciate it
I bought 6 rose bushes. The last 2, I had to wait a while for shipping which was no problem. However, the last two also died. They were treated exactly the same as the others I received. I suspect they were not fully ready to be shipped. I could even accept that, however they will not honor their return/replacement policy. I thought the roses from this smaller company would be superior to others, but now I will go back to Jackson & Perkins. The roses aren't as expensive, they have superior customer service, and they actually stand behind their products and guarantee. Boo, Heirloom Roses. At ~~$100 for 2 rose bushes +s/h, you should be ashamed of yourselves for not honoring your guarantee.

They offer a guarantee for up to one year and will send a new plant but after months of back and forth with them, it's a joke. They don't plan to replace any plants but find any loop holes to get out of it and deny your request. $100 lost! And terrible customer service to follow this claim any further.

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,

There are multiple complaints about this company! If they send you inferior plants, you have absolutely no recourse in spite of their "guarantee". You will be required to fill out MULTIPLE forms, submit pictures, fill out more forms, only to be denied a request for a REPLACEMENT (not a refund) and you will have to pay to ship even if, on the RARE occasion, your request for STORE CREDIT is honored!

We bought a rose from Heirloom Roses, which died. We planted it and cared for it correctly, having grown roses for 45 years.

The rose died. We filled out the paperwork to ask for a refund or replacement and send photos, as per the company's directions. We were then told "a committee" had to review the information to decide if our rose would be replaced.

We were then denied replacement or a refund because "we did not fill out the paperwork or send photos".

Extremely disappointed; it seems Heirloom Roses is simply looking for an excuse to not hold up their end of the warranty. It doesn't take "a committee" to review these requests and if we didn't fill out the paperwork how did they know to email me about my claim being denied. Will not use them again.

I purchased $300 worth of roses. They were for fall planting. I filled out all the information they wanted. I told them I did not use fertilizer but they said I did and so they will not warrant the 2 roses that didn't make it out of the 8. Roses arrived very late possibly from covid but we had already had snow. I would think that the others being alive would show that I know how to plant roses.
Very poor service with very slow responses. They do as not trying to keep customers happy. I wish I would have seen all the other bad reviews beforehand.

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 just want to take your money, They send unhealthy plant to the customer and don't allow returns or even replacement. I found one plant they sent to me was unhealthy and reported to them 5 days after I received it. They don't answer the emails, and they are not accommodating over the phone (after an interminable hold). I have called again and again, I escalated to the manager and then * at Heirloom Roses told me she would terminate my account, no refund, no replacement, I am not their customer any more, then she ended the phone call.

*Personal information redacted by admin

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 usually do not write a review, but had to on Heirloom Roses. I purchased 4 rose plants, and waited an unknown length of time to have them delivered. 3 of the 4 seemed healthy. I planted in accordance with the instructions, but since it was close to winter I put in pots and left outdoors until right before the first frost. I could not plant in ground because it would not be 6 weeks before winter set in. Over the winter i kept the plants in window and watered. So spring came and put out the plants, none of the plants survived, so now i put in a warranty claim per the instructions on the site. After several weeks and multiple attempts to get information, my claims has been denied. Buying from Heirloom is like just throwing money away.

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.

As a follow up to the initial review below, I received notification from Heirloom Roses that they would not even replace the dead roses because I planted them when I received them (10/1/2020), citing I planted them during a "frost date". I live in Zone 5b. I've planted roses here in November.

The title pretty much says it all. CS nasty, not helpful, not professional. They do not stand by their product and will NOT refund your money for dead plants. DO NOT USE!

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 have NEVER experienced WORSE customer service in my life! This company, like most companies in California, are horrendous regarding responding to queries & the EXCEEDINGLY LONG TIME IT TAKES A RETURN EMAIL WITH A GD STRAIGHT RESPONSE. I've never been so mislead about my shipment. I ordered my roses on March 27TH. IT IS NOW MAY 21 that's two $#*!ING MONTHS TO EVEN KNOW IF MU SHIPMENT WILL EVER BE SENT!
GOOD $#*!I G RIDDANCE EITH THIS SORRY $#*! COMPANY

I filed two replacement requests with Heirloom and then realized there was a very lengthy form to complete outlining how I killed the plants. I liked Heirlooms site, helpful videos and planting guidance. I really dislike their support and very poor attitude when plants die.

I following all instructions in the box, and on the site and even requested zonal info when purchasing being in a colder State. No refund, no response, incredibly poor service.

Since purchasing this order I've had 298 marketing emails from this company, so not only are they horrible at support they also spam you with email.

Don't waste your money. I bought two of their expensive plants, used their extremely expensive fertilizer, compost, soil additives and folllowed their "expert" advice. My plants died anyway. They refused to replace them per their guarantee.