Review Time
I feel obliged to share my poorest experience with a company like Heirloomroses.com that claims that they have a warranty policy in place to lure customers for their products, but, in fact, that so-called policy is subjective and up-to their own CS team's judgement.I spent over 6000 dollars for their plant and fertilizer in a year from June 2024 and keep buying almost every month because of my trust in their quality and service. However, I live in NE FL, the extreme summer weather sometimes made it difficult for the young seeding plants to survive. When I report 5 plants for warranty request lately, I got rejected because they believed the plants died due to the fact I planted them in small pots instead of a 15 gallon container. I explained to them that based on some experienced local rose gardeners in zone 9B-10, it is best to grow the small plants in the small pots to monitor the nutrition and water supply closely for the first few month before moving them to a bigger pot of 3 Gallon to 5 gallon as they grow. We should never grow the baby plants in a large container to make it more difficult for the plant to survive. Unfortunately, Heirloom CS team thinks they know the climate worldwide and deem themselves as experts to have misjudges and refused a claim from a decent and loyal customer who entrusted them with so much time and money. They should have made changes in the warranty terms to have informed people how they truly deal with the claims, which is subject to their own judgement and understanding how to grow roses.In doing so, more opportunities would be turned to retailers like Home Depot, Lowe's and Ace Hardware that truly believe in the quality standard and stat behind their products. In addition, their prices are so much less expensive than Heirloom Roses'. Stay away from the fake warranty statement and shop rose plants elsewhere.
I just received my rose bush…I ordered 4 of them. I assumed I would be getting a Rose bush with a couple of flowers. I had no leaves and no flowers just stems. Maybe this is how they ship?!? I’ve planted them and hoping for some leaf growth soon. For the price they look really spindly and not strong….Secondly, I’m disappointed they do not notify you when the shipment leaves the warehouse…after the order is placed there really isn’t much follow up…unlike Fast Growing Trees. They alert when they ship and when they are delivered. This is my first time “cheating” on Fast Growing Trees…fingers crossed 🤞🏽 t ends better than it started.
Apparently, there is no ability for me to leave a review on Google, so I am leaving reviews on other platforms to warn others of my experience. Their customer service seems to have changed drastically. I’m highly disappointed with my experience. I was initially put through to an AI robot, which, had I been informed about, would have helped manage expectations. However, Gemma’s responses were frustratingly unhelpful, and she wasn’t truly understanding my concerns. Upon realizing I was speaking with AI, it was the final straw.Even though my account shows 10 roses in the “Archived Wishlist,” the page simply won't load. If there had been a real person monitoring this, they could have helped resolve this issue instead of Gemma dismissively telling me that “some wishlists didn’t transfer.” How could she possibly if know mine didn’t? More likely, the issue lies with the page’s loading function. This is something that could affect all customers—why doesn’t HR want to be aware of that?Bottom line, I’ve spent over $1,100 buying over 30 rose bushes from Heirloom Roses in recent years, and while I’ve always supported the company, I can’t continue to do business with a company that relies so heavily on AI without proper human oversight. For my new rose garden, I’ll be purchasing from other companies like David Austin and Jackson & Perkins moving forward. I’ve been loyal to Heirloom Roses, but this experience has shown a lack of genuine care for ALL HR customers. I simply can't support a company that doesn't value its patrons.
I now have 8 rose from Heirloom Roses, and I have fallen in love with roses--again. Over the years, the roses I've bought were not 'own root' and they eventually would go back to the 'mother plant.' This company is amazing, their roses are amazing, and they want you to be successful at growing healthy roses!
They sent me a rose that was weak and spindly, but I knew I could baby it, so I did not complain. First year, the blooms were what I ordered. Second year, it was a completely different rose. I moved it, thinking perhaps not enough sun? This year, bloomed “wrong” again. So I contacted them to ask if they could at least tell me what rose I had received, so I would know growth pattern. Woman spoke to grower, wrote back that there was probably a different set of roots mixed in, which is why I got the right rose the first year. Duh, I know that, I just want to know what I DID get. Wrote back explaining that. I got attitude. “There is no way I could answer that” attitude. I paid $70 to get the wrong rose and you will not take the picture to your greenhouse and ask someone who does know your product what they think? I will not use them again.
I am blown away by how great my experience has been. I have 13 roses now from Heirloom and they are so beautiful and healthy. I was new to this when I started and the gals in customer service have been so helpful and kind! They get all of my business!!!!
They shipped me two rose bushes with rose rosettes disease and refused to honor the warranty in a reply from the company on April 5, 2025 after I contacted them on April 4, 2025. Update 4/9/25 = The company rep has since become combative - insisting that I did not give them time to reply even though my reviews were posted on April 5, 2025 after their first reply on April 5, 2025. They stated before honoring the warranty, they want me to remove this review from trustpilot. I told them no and that I would not update any review until they honored their warranty on their end. I have never had a company make such a demand before. I will be on edge for the next 9 months watching to see if my other 12 rose bushes were contaminated from the diseased bushes sent from Heirloom Roses. So far, there are no signs on my existing bushes but the incubation period is long. 2 rose bushes from COSTCO have been planted to replace the heirloom diseased bushes. The Costco ones look great so far. You can see from their reply to this post how they do business with consumers. I hope my review is helpful to others looking to make a purchase with the company. I would be hesitant to accept any replacement from this company due to the risk they have brought to my yard. My whole rose garden might be wiped out because of their negligence.
$60 rose purchase was wasted. I received a bare-root rose barely 4 inches high. Fertilized weekly and watered daily. It never got taller than 12 inches in 4 months and succumbed to numerous pests etc. For comparison- I have 15 other bushes in the same location thar grew 4-5 ft in the same time period with fabulous blooms. Some were even Walmart $15 roses. Heirloom refused to refund my money despite their "warranty"
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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.See more
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