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Heirloom Roses has a rating of 3.7 stars from 313 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Heirloom Roses most frequently mention customer service, and good condition. Heirloom Roses ranks 4th among Flower Delivery sites.
This company responds to reviews on average within 3 days
9,602 reviews
I purchased a few different bare root roses a few weeks ago. One was per my mother's request, a "Don Juan" red climber. It arrived as what I considered a "twig" lol. I am super new to roses & quite nervous. Anyway, I followed the planting instructions precisely. It's only been 2 weeks & it has quadrupled size already! I'm totally astounded!
Bought two roses (first time)- both were ridiculously small for the price. One did ok- the other never grew more than 12 inches tall and was so sickly I removed it. I have a strict routine of watering, pest control and fertilization- which Heirloom roses claims is too much watering and fertilization. I wonder why my other 13 co-located rose bushes- some of which I purchased from Walmart for $13- have grown 4-5 ft in the same time period. Seriously- this is a joke. I have years of experience successfully growing roses. Only buy from them if you have no other option
I purchased three roses directly from Heirloom Roses in March and planted according to directions. They did not grow at all. I contacted the company and sent photos. They only replied to send photos again. They have not honored guaranty to date, October 3rd.
It was great thanx. Wish there would have been an instructions booklet or leaflet. I had to call the hotline to find out what to do since there was an arctic event that would be around the region for the next three weeks.
Love your roses. I have dozens! And now have added Frida Kahlo. My garden is stunning with your roses everywhere. Great catalogue, easy to order, rose arrived in excellent condition.
Great roses.
I have the Betty Boop, Frida Kahlo, and lavender rose bushes from an order 1.5ish years ago and they are doing great. For my birthday on May 6 I ordered the Fiji, tess of the ubervilles, limencello, and the magician. Received in a timely manner and were very healthy upon arrival. Planted on my birthday per instructions with much joy and anticipation to see them thrive.
I know roses can be bought for 3 to 5$ at box stores. They often are in horrible condition and have pests or diseases. I also like roses that are multicolored or have names that are nostalgic like the Betty Boop and Frida Kahlo. I really like healthy and well established plants that will last and thrive. I am willing to pay more to get more.
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.
Brenda, I'm sorry you were not pleased with our customer service team. We have recently hired more employees and are training them so we can increase the number of care representatives to respond to inquiries. I'm glad you are pleased with your roses. We will continue to work hard to improve our response time especially in this busy growing season. We are confident that your own-root rose will sink its roots deep in your garden and outperform grafted roses in the next growing season. Happy planting!
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,
Tip for consumers:
Spoken to a manager that has management skills instead of aYoung lady who lied and call the UPS driver thief.....
Products used:
None the flowers lost in transit and died.....DEAD flowers to be sent back by UPS who has no insurance policy for flowers nor perishable goods, shipped at vendor very poor customer service. Deplorable interaction with you manager Stephanie...
Doi, I am sorry to hear that you had a negative experience with Stephanie. She is no longer employed at Heirloom Roses and I would like to personally make this right. Please contact us at info@heirloomroses.com and put ATTN: Robin in the subject line. I would like to get your concerns resolved as quickly as possible. - Robin
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.
AJ, all of our David Austin roses are in fact true to variety from David Austin directly. Could you please send us an email with a photo of the rose in question and what you expected it to be? I would like to resolve this and if you received a mislabeled rose, would like to send the correct one to you. Please email us at info@heirloomroses.com and let them know Robin referred you. - Robin
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!
Well-respected company and great selection.
I was trying to create a new password because the one saved in my password manager would not work. Just kept going around in circles and finally checked out as a guest FORGETTING MY DISCOUNT. They issued my discount anyway and I found it was my problem.
Because I missed the 50% off sale.
I was trying to creare a new password because the one saved in my password manager woukd not work. Just keopt going around in circles and finally checked out as a guest FORGETTING MY DISCOUNT.
Because I missed the 50% off sale.
Heirloom generally hgas everything I need for my roses. In addition, my questions are answered in an informative way. All my shipments have arrived in excellant condition and I feel sorry for them to subject them to the Florida weather. But even this record high temperature summer has affected them only slightly.
I lost another plant so I will replace with a rose.
Everything I want is in stock and I have had very good luck with these roses. Especially, since I am a novice with roses.
Needed to fill some "holes" I bought 3 roses today and have no idea if there is a threshold for shipping etcetera but I just kept thinking I needed one more.
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!
HR carries a unique selection of roses
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.
Dig, Plant, Water, Repeat recommendation! Thanks, Janey!
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.
Tip for consumers:
Be very careful to read the fine print! Order with a credit card so you can get your money back if needed
Products used:
None. Never received
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.
Tip for consumers:
Don't buy
Products used:
Roses Plants
Alan, I'm sorry to hear that you were not happy with one of your roses. Did the other roses your purchased fair well? We stand behind our premiere roses and would be happy to help you get this resolved. I'm sorry you did not feel cared for. We want to make this right. Please contact us at info@heirloomroses.com and let them know Robin referred you. We would like to resolve this for you and regain your confidence in our roses and customer care. - Robin
I have bought many beautiful roses from Heirloom over the years, but the prices have risen greatly over the past few years. I have been buying less expensive roses from other sources.
They usually have had the roses I’ve been looking for.
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!
Tip for consumers:
READ THE REVIEWS AND REPORTS ABOUT SELLING YOUR INFORMATION, AND DON'T RISK IT! STAY AWAY FROM HEIRLOOM!
Products used:
Bought roses at one point. NO MORE!
Tom, I'm sorry to hear that your information was compromised. We did have a security breach in August of 2021 and quickly disabled our site until we were able to remove all malicious code. We sent out a letter to a larger selection of customers than those who were compromised just to be safe and make sure everyone was cared for with our free offer of credit monitoring. We have upgraded our check out system to be through Paypal and Braintree to ensure added encryption and safety. We care very much for our customers and would love to help make this right. Please email us at info@heirloomroses.com and let them know that Robin sent you and we would like to do what we can to restore your trust in our company and our new, secure site. - Robin
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.
Tip for consumers:
Beware. Data breach. Bad customer service. There are other rose sellers who care about their customers and who charge a lot less for their roses.
Products used:
Roses
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!
Tip for consumers:
Order more than 100.00 for free delivery. Be patient the first two seasons. Follow the directions for planting on the box and on the website. Use the contact by email button if you can’t get through by phone during the shipping season.
Products used:
Roses and Rhododendrons
Founders Fish fertilizer
Mint
Cow Manure
Bone meal
Living soil
Nicole, thank you so much for your kind review! We are so glad that you are pleased with the care you received from Brittany. We think she is pretty fabulous too!
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.
Tip for consumers:
Don’t buy from heirloomroses.com
Products used:
Roses
Sophia, did you hear back from our Customer Care team? We would like to make this right. Please email us at info@heirloomroses.com and put ATTN: Robin in the subject line so I can help you further. - Robin
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!
Amazing customer service!!!
Previous orders
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
Delivered to Seattle
Looking for one of my wife's childhood favorites led me here.
I did not know the advantage of own root roses (suckers are good!).
Great videos and support materials!
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 :(
From the videos I saw online it looks like you care and respect your employees. That is a big plus in my book! They are doing a great job!
The Beverly hybrid rose bush looked almost dead and quite small when it arrived. It's slowly starting to respond with some leaves appearing.
I'm disappointed given the cost of the plant.
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.
They had to rose variety I was looking for.
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.
Previous experience
Gain trust and grow your business with customer reviews.
We are a family business, owned by Ben and Kara Hanna, that values premiere, quality roses and the preservation of unique and rare roses. Located in the fertile Willamette Valley in Oregon, we are continuing the legacy of John and Louise Clements who founded the nursery back in 1972 on their own small farm. Our offices are still located in the farmhouse where they lived in St. Paul, Oregon. We are passionate about hand propagating each rose to ensure that we provide our customers with the best own-root roses available. We are committed to providing own-root roses that provide profuse blooms, are winter hardy, are disease resistant, and are true to variety. While own-root roses cannot be quickly produced, like grafted roses, we think the difference and quality is worth it.
We also value the history and the century-long tradition of rose cultivation. We know that gardens are more than just physical beauty. Beautiful gardens are a place of solace, social gatherings, and peace where beauty and rich scent can refresh the soul. We want to help you achieve this in your own garden through our excellent Customer Care and Commitment to Quality.
Our friendly and knowledgeable customer care team provides one-on-one attention and guidance throughout the entire blooming season and beyond. Every member of our team is wholeheartedly committed to helping you find the perfect rose for your specific climate and season. Need help with planting? Questions on pruning? Or want help placing your next order? We are here to help year-round. Send us an email or call us at 800-820-0465 and one of our staff will be happy to help you create your dream garden.
Heirloom Roses is committed to not only helping you build the garden of your dreams, but we are also committed to investing in our employees. We employ a wide-variety of talented people, offering advancement and growth opportunities for everyone. Our employees are our community, and we are grateful for all of them - from the propagation team and shipping department to our knowledgeable Customer Care team.
We are honored to be a part of your rose journey and look forward to providing you with the Roses You Need & the Roses You Love.
We are sorry to hear that you are disappointed. We do honor Our Guarantee if your roses do not survive in the first year, with proper care. So far, we have received 2 photos from you showing two roses that are alive and well and we are still waiting for a photo of the third rose that you wish to file a claim for. If you can respond to our email request, we are happy to get that processed for you. You can read the terms and conditions of the warranty program on our website: https://heirloomroses.com/blogs/about-us-ordering/guarantee. We look forward to hearing back from you! Thank you so much for taking the time to provide feedback!