Heirloom Roses

Amy, thank you for your feedback. When you asked to hear back from someone at Heirloom, the agent you spoke with passed your message along, and our Director of Customer Experience called you personally to talk it through. Many years of ordering from us means a great deal, and we wanted you to hear directly that the values you remember are still very much who we are. Our one-year guarantee stands behind every rose we sell, yours included, and we always want to hear from you the moment something looks off, so we can help while it counts most. Thank you for your fifteen years with Heirloom, and for taking the time to speak with us. Sincerely, The Heirloom Team

Thank you for your feedback, and we're sorry for the confusion. To clarify: as outlined in our published guarantee (heirloomroses.com/blogs/about-us-ordering/guarantee), roses purchased through third-party retailers such as Walmart are covered by that retailer's warranty rather than our direct One-Year Guarantee. Both responses you received pointed you to Walmart as the correct path — it sounds like we should have connected that more clearly the second time, and we apologize that it read as a reversal. We requested your order details through Trustpilot so we could review the correspondence, and we'd still welcome that opportunity, so feel free to respond to it. Regardless of warranty channel, we're always glad to help with plant health — if you'd like a second look at that new growth, our team is here. Sincerely, The Heirloom Team

Dear Carrie, We're truly sorry your roses didn't survive the harsh Boston winter. Losing plants you've cared for is heartbreaking, and we understand why you're frustrated. We reviewed your claim carefully against our warranty policy. While the specifics of the case meant we couldn't approve it, we recognize you've been a valued customer for years and that matters to us. We did send you a discount on your next purchase as a token of our appreciation. Our team is always here if you'd like to discuss rose care strategies for Boston's climate. Sincerely, The Heirloom Team

Thank you for sharing your feedback. We take all customer concerns seriously. Based on what you've described, if your rose died within two weeks, that should have been handled as a replacement—not processed through our standard warranty credit. That may be what happened here. To investigate and make this right, we'll need your order number or the email address associated with your account. This is why we requested the details. Please reach out with this information, and we'll look into this right away.

Thank you for your review. We're sorry to hear you had a disappointing experience. We reached out to you through Trustpilot to get your order details so we could help, but we didn't receive a response. Without this information, we're unable to investigate or assist. Our roses are backed by a Delivery Quality Guarantee and a One-Year Rose Guarantee. If your roses arrived unhealthy or didn't thrive, we want to help. Please visit our guarantee page to learn more and submit a claim: https://heirloomroses.com/blogs/about-us-ordering/guarantee You can also reach us directly at 800-820-0465 or [email protected] with your order number, and we'll work with you. We're here to help. Sincerely, The Heirloom Team

Hello Eric, Thank you for taking the time to share your feedback. We take all concerns seriously and want to clarify what happened in your case, as it may help other gardeners understand our guarantee. You received two roses on April 13th in the same shipping containers under identical conditions. One has thrived beautifully—which demonstrates both the quality of our plants and your gardening knowledge. The other has not performed as expected. Our Guarantee terms specifically require that roses be replanted in the ground or repotted into larger containers within 2 weeks of arrival. Our team provided this guidance and recommended an 18-inch container. Instead, the roses remained in their original shipping containers for over a month—well beyond the timeframe required by our guarantee. When one plant thrives under the same conditions while another struggles, it typically indicates a difference in the plant itself rather than a product defect. We offered to reassess after proper replanting and care, consistent with how we honor our guarantee for all customers. We genuinely value quality and customer care. Our team provided detailed guidance and offered follow-up support. We stand behind our products and our policies, which are applied fairly and consistently to every customer. We wish you success with your garden. Best regards, The Heirloom Team

We're here to help with your order. We reached out to you through Trustpilot asking for your order details so we could check your shipment status, but we didn't receive a response. Rather than wait, here's how to reach us directly — we're much faster this way: Email: [email protected] Chat: Available on heirloomroses.com Contact form: heirloomroses.com.zendesk.com Phone:(800)820-0465 Your order confirmation email also included our support contact information. Share your order number and we can immediately confirm where things stand with your shipment and answer any questions about timing. Sincerely, The Heirloom Team

Thank you for taking the time to share your feedback. We're sorry to hear about your experience. Our Shopify order records clearly show that the shipping address you provided at checkout matches your order confirmation email, which was automatically sent to you. Our records show this email was opened. This address was never modified from the time you placed the order. The order was shipped to the address on file and delivered successfully on April 13, 2026. We also want to clarify that Heirloom uses Shopify for our e-commerce platform—we haven't made any changes to our ordering or fulfillment systems. We process and ship all orders according to the information provided at checkout, which is standard practice for e-commerce. We understand this situation is frustrating, but we stand by how we handled this order. Best regards, Heirloom Roses

Thank you for your feedback. Roses purchased through Amazon or Walmart are covered by those platforms' 30-day return policies, as stated in each product listing. Marketplace fees result in higher pricing compared to purchasing directly from heirloomroses.com. For our full 1-year warranty coverage on future purchases, we encourage ordering directly from our website. If you have specific concerns about your roses, please contact us directly at [email protected] and we'll do our best to assist. Sincerely, The Heirloom Roses Team

We are truly sorry to hear about your disappointment, especially after the trust and investment you have made with us. We sincerely appreciate your business and the opportunity to provide roses for your garden. Our warranty is in place to support customers when plants do not survive despite being planted and cared for according to our recommendations. To give roses the best chance of establishing, we ask that they be transplanted into at least a 5-gallon container within two weeks of arrival. This allows the root system adequate space to grow without competing for nutrients or water. In this case, the photos show that your roses remained in smaller containers for several months, alongside other plants. Because this planting method does not meet the care guidelines we provide, we were unable to honor the warranty. We regret that this has left you feeling unsupported, as that is never our intention. Our team is committed to helping all gardeners succeed with their roses, and we will take your feedback into account as we continue to improve how we communicate our warranty terms and planting guidance. Thank you again for your feedback and for being part of our rose community. — The Heirloom Roses Team

Hi Petra, Thank you for your feedback and for giving Heirloom Roses a try! It sounds like you may not have received our order and shipping confirmation emails, which sometimes land in spam or promotions folders. Those messages include tracking details and a short video explaining exactly what to expect when your roses arrive—so there are no surprises about their appearance. We purposely defoliate our roses before shipping to help them retain moisture while in transit. This means they may arrive without leaves, but you can expect them to start leafing out in just a few short weeks. Your roses are one-gallon, first-year, own-root plants—carefully grown to be strong and ready to flourish in your garden. It might be helpful to check your email settings, including spam and promotions folders, to make sure messages from us aren’t being filtered. Adding us to your safe sender list can also help ensure you receive all future updates and tracking information. If you have any concerns as your roses grow, our rose experts are always happy to review photos and offer personalized care tips—just email us at [email protected]. We’re excited to see how beautifully they’ll bloom for you! 🌹 —The Heirloom Roses Team

Hello Jillian, Thank you for sharing your feedback. I understand how frustrating this must have been, especially after the loyalty you’ve shown us over the years. We are fully aware that a small portion of customers—yourself included—were affected by wishlist issues with our previous provider. Unfortunately, not all lists transferred correctly during the changeover. This is exactly why we moved to a new system, which we expect to be far more reliable moving forward. While our AI assistant is available for quick answers, we also have a full team of human agents who review all AI interactions and are available during business hours if you ask the AI bot for a human or call us directly. I’m sorry that wasn’t clear during your conversation and that it didn’t feel as personal or effective as it should have. We appreciate the many years you’ve chosen us for your garden, and your feedback will continue to guide us as we improve both our technology and customer care. Sincerely, The Heirloom Roses Team

Thank you so much for your wonderful feedback! We’re thrilled to hear that you’ve fallen in love with roses all over again and that our own-root roses are helping you enjoy healthy, thriving plants. At Heirloom Roses, we’re truly passionate about supporting your gardening success and bringing the best quality roses to your garden. Happy growing, and we look forward to helping you add even more beauty to your collection!

Hi Ruth, Thank you for your review. We're truly sorry to hear about your experience and understand how disappointing it can be to care for a rose over two years and then not have it continue to perform as expected. When you reached out, we consulted with our Head Grower to get you the most accurate answer possible. Since the rose bloomed true to variety in the first season, the most likely explanation is either a rare genetic mutation or—accidentally—more than one plant being rooted in the container. Unfortunately, with two full growing seasons having passed, we’re unable to confirm exactly what happened or identify the current bloom with certainty based on a photo alone. We also want to clarify that our team member who assisted you responded with care and professionalism throughout the exchange. We're sorry if it felt otherwise, but we’ve reviewed the conversation and truly believe her intention was to help, even if the outcome wasn’t what you hoped for. We always aim to be helpful and transparent, even in rare cases where we can’t provide a definitive answer. If you’d like to continue the conversation, we’re happy to talk further—please feel free to reach out to us at [email protected].

Thank you so much for your kind words! We're thrilled to hear that you're enjoying your roses and that our customer service team has been able to support you on your rose-growing journey. It means the world to us that you’ve chosen Heirloom Roses, and we’re honored to have earned your trust and business. Here's to many seasons of beautiful blooms! 🌹

We understand how frustrating it can be to see symptoms of Rose Rosette Disease (RRD) in a garden. RRD is a viral disease spread by a windborne mite and can be introduced into any landscape by insects, tools, or even clothing. Our roses undergo rigorous health and safety protocols—including viral indexing, integrated pest management, and regular inspections by the Oregon Department of Agriculture. We do not have RRD in our fields, and all roses are shipped disease-free. As stated in our Guarantee, we do not cover losses caused by pests. However, in good faith, we previously extended a courtesy replacement outside of our warranty terms to support you. We also want to clarify that your review was posted before our team had the opportunity to respond to your weekend survey submission. We replied during regular business hours on the next available day. We have made every reasonable effort to assist and provide resolution. At this time, we will not be offering anything outside of our standard warranty policy. —The Heirloom Roses Team

Thank you for your feedback. We understand that receiving dormant roses may look different than expected, especially during the winter months. Our nursery is located in Oregon, where it is still winter, and we ship our roses in their natural dormant state to ensure they transplant successfully. Based on the photos you provided, both roses appear healthy and ready to thrive once planted and given time to wake up in the spring. We stand behind our plants and Our Guarantee, and we’re confident that with proper care, your roses will flourish. If you have any questions about planting or care, we’re happy to assist!