Heirloom Roses Reviews

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 Stephanie Coker, the Director of Marketing 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.

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.

Do not buy from this company. They falsely represent their products and warranty. Probably in the top 3 worst customer service oriented companies I've encountered in my lifetime. A phenomenal inability to listen to their customer, or carry a conversation without being rude. You might expect this from an associate, but management is far worse. It's clear they do not care about the products they ship, and refuse to take responsibility if there something wrong. I've ordered hundreds of dollars, if mot more. Most items were acceptable, but none had roots to the bottom and sides of the pot. That's a pretty vagrant statement, made by the CEO, on a YouTube video. Last year I ordered two Firelight Hydrangeas. Both came with their hardwood growing horizontally… YES, HORIZONTAL HARDWOOD! I submitted a replacement request within 24 hours of delivery, along with photos. I received no response, other than an automated email stating a store credit had been issued. Well, a store credit doesn't cover the cost of shipping, nor does it cover the cost of replacement. I ordered when the plants were on sale, along with additional plants, that took my order over $65, which qualified me for free shipping. This year, not only has Heirloom SIGNIFICANTLY RAISED THEIR PRICES, but they also raised their free shipping qualification to $100. If this is not a scam, I don't know what it. I tried calling a few times, but after holding 20,30+ minutes, I'd give up. Finally, I decided I'd dedicate a morning to getting someone to do the right thing, so I held for over an hour, and spoke with an associate, who suggested I speak with a manager. The manager was extremely rude. Constantly interrupting me, putting words in my mouth, and not listening. I was told it would be impossible for the hydrangeas to be shipped if there was an issue since they would not make it thru QC. The only impossibility is for QC to never make an error, so sell that nonsense to someone else. Besides, the pictures don't lie…and NO ITS NOT SOMETHING THAT HAPPENED DURING SHIPPING! Had the manager actually listened, she would have heard me one of the MANY times I stated that the HARDWOOD of the plant is horizontal…maybe it's just be, but it doesn't take a bright crayon to figure out the impossibility of that occurring during shipping. After much back and forth, she finally agreed to NOTE MY ACCOUNT, that I'm due a replacement, at no cost, but said I'd have to call again when the hydrangea is back in stock. While the replacement is set to be at no cost, my time and frustration in dealing with this company has yet to be compensated. I highly suggest finding another retailer. There are many to chose from, and none inflate their costs like Heirloom. If you want a David Austin rose, order from them directly. The quality is far superior, their price much lower, and the guarantee their roses for 5 years.

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).

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 ASS 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.