Heirloom 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.

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.

Very informative web site, great selection of roses. Both times I've ordered the roses came on time and in good condition. Rose from first order blooming beautifully, just planted the latest order.

I was an avid purchaser. I spent maybe about 3k total. All of my roses died. They also gave me attitude when I sent them an email asking for a replacement. They lost a good customer

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

I did in my comments.

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

Every Rose I've bought from here has been outstanding! The plants are healthy beautiful! Description is good, and the customer service couldn't be better.

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!

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

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.

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.

**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.

Love shopping at Heirloom Roses. Buying roses from Heirloom Roses for twenty one years and don't have any regrets. A few were not to my expectations, but overall a pleasant experience.

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!

Another great order of roses received! Ordered 2 Darcy Bussells and a Tess D'Urberville. Both arrived healthy and have been planted in ground. Looking good so far!

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 planted the two roses as soon as they arrived, but they looked pretty spindly, no leaves, just stems.
Hopefully they will sprout new leaves soon and develop a little before winter.

We received our roses exactly as described in the video. We planted them in the planters near our swing arbor and they are already showing leafy growth.

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!

I had trouble using rewards points toward my purchase while using the Earth Day discount. A representative contacted me by email offering to apply my rewards to my order. Problem solved. Very easy.