Heirloom Roses

Thank you for sharing your feedback. We’re sorry to hear that your rose didn’t meet your expectations. To clarify, all of our roses are shipped as well-established, 12-16 month old, gallon-size, own-root roses. We do not sell or ship bare root roses. In addition, it appears that over-fertilizing and daily watering may have contributed to the rose’s stunted growth, as these practices can stress the plant. Our warranty does not cover damage caused by pests, including the mite that spreads rose rosette disease, which is what was determined in this case. We understand this situation is disappointing, and we would be happy to assist you with future rose care. Thank you for your understanding.

Thank you for your feedback! We are happy to hear you are pleased with your purchase. Our rose care experts are available, should you need any guidance. Happy planting!

Thank you for sending over photos of your roses. We do offer a one year conditional warranty for roses that do not survive the first year. The new growth and lush foliage in the photos is a great sign that they are establishing themselves well. We did recommend using a different type of fertilizer in the first year, but they are still growing vigorously! Climbing roses often focus on building strong roots and canes in the first year, so they may not bloom in the first season. With with a bit of patience, you'll see that as your roses mature, the blooms will become more abundant. You're on the right track, and we are confident your rose will reward you beautifully in the seasons to come!

Thank you for taking the time to share your experience and for being a loyal customer of Heirloom Roses over the years. We deeply value your patronage and are sincerely sorry to hear about your recent disappointing experience. We strive to provide the highest quality products and services, and it is concerning to learn that we have not met your expectations this time. We apologize for the issues you've encountered with the survival of your roses and the warranty process. Regarding your concerns: Warranty Expiry: We understand that the timing of your claim fell outside the warranty period. While we must adhere to our warranty policies, we regret any inconvenience this has caused and appreciate your understanding. Refund Process: Your feedback about the complexity of our refund process is invaluable. We aim to make our procedures as straightforward as possible and will certainly review our current system to identify areas for improvement. We apologize for any frustration caused by the necessity to place a new order. While the window to place a new warranty order is 90 days, please keep in mind that we can hold your new order for up to 8 months before shipping it to it's new home in your garden. Product Quality: It is disheartening to hear that the roses you received were smaller and than expected. We take quality control very seriously. We reviewed all communication with you and don't find that you reported any issues when you received these plants, giving us the opportunity to assist and resolve any possible problems. If you have photo documentation of how your roses arrived, we would love the chance to review this for you. Simply send that over to our team at [email protected] for assistance. Thank you!

We're really sorry to hear that you're not happy with your purchase. We understand how disappointing this must be for you. As we mentioned earlier in our email, our roses are first-year own-root roses, which are typically 12-16 inches high. We don't sell two-year-old roses that arrive three feet tall with blooms and flowers, which is what you told our agent you purchased. We strive to communicate this clearly to our customers and we send everyone who purchases a video showing what expect when your roses arrive. It is also posted on our website. To ensure our roses retain moisture during transit, we defoliate them before shipping. Once you plant them, they should start growing new leaves within a few weeks, and you can look forward to seeing blooms this summer. If you have any more questions or need further assistance, please don't hesitate to contact our team at 800-820-0465. We're here to help.

Thank you for the feedback. We noticed your recent email regarding concerns with your roses, and we're here to assist you every step of the way. One of our team members has already offered assistance in addressing any specific issues you may be experiencing. If you're open to it, please feel free to reply to that email with some photos. This will help us to accurately diagnose any problems and provide tailored solutions to get your roses thriving again. Our team takes great pride in supporting our valued customers, and there's nothing we love more than helping you overcome challenges and achieve success with your roses! We look forward to hearing from you and working together to ensure the health and beauty of your roses!

We appreciate your feedback. We love being able to offer customers the flexibility of shipping year-round. Many gardeners prefer to have roses delivered before planting time and overwinter them until time to get them into the ground. We shipped this order when the purchaser who sent it to you asked us to. We did not hear from you when you received your order that there were any concerns at all about the condition of your Koko Loko. If you would like to submit a warranty claim, we are more than happy to help! We see that we sent you an invitation to get that completed. If you don't have that handy, simply go to our website HeirloomRoses.com and click >About>Our Guarantee for the link. Thanks again!

We reached out through this review site to get more information from you about your order and situation, but we have not heard back from you. I can assure you that no roses were mauled by a deer before shipping. If your rose is struggling, we do send out a standard questionnaire about how they were cared for, so that we can find the best way to help. If you need assistance, our team is available to help.

We are sorry to hear you are not happy with our recommendations. The roses in the video that you sent us were not dead but need some care to keep them healthy. We are confident that if you clear away the invasive grass from them, fertilize them, and follow our watering recommendations, they will bounce back quickly. If you need further care guidance, our team is happy to assist!