I ordered a Gallon of Elle Hybrid Tea Rose and a Gallon of Memorial Day on March 8 , 2016. According to the confirmation receipt , shipping will be on March 10 , 2016 and will take about 3 to 5 business days to arrive. It's already March 16 , 2016 and still no plants delivered. I already e - mailed them but no response. I am getting a bit worried about the negative reviews here and other sites due to Heirloom Roses' poor tracking of their plant delivery as well as poor communication of their customer service.
Still hoping for a positive resolution to this issue.Company representative comment on March 17, 2016: On Mar 17, 2016 10:38 AM, Heirloom Roses responded with:
Thank you for the opportunity to respond to your post.
Our records show that the order was placed on 3/7/16 and was set by you to be shipped on 3/10/16. Elle is being delivered today which is five business days from when the order shipped.
Memorial Day showed on the website at the time of order (See link below) and on your confirmation that it would not begin shipping until April. This order will ship seperately on April 4, and you will receive a shipping confirmation at that time.
I have ordered 3 bands from Heirloom Roses this season, a mini rose named "Hi", a ground cover rose called "Green Snake" and the Grandiflora "Lagerfeld". I was very impressed with the overall size and health of all three, and they were also packed extremely well. I have ordered bands from other places that weren't nearly as nice and big as these. So far all three are looking very perky and exhibiting signs of growth - I will definitely be ordering from Heirloom in the future!Company representative comment on March 16, 2016: On Mar 16, 2016 2:13 PM, Heirloom Roses responded with:
Thank you so much! We hope you enjoy your beautiful blooms. Don't hesitate to contact us if we can assist you further.
jdlcav Huntsville, AL (3 reviews) January 30, 2016
I ordered gallon-sized roses from this company a couple of months ago. The company's shipping was prompt and the packaging was very good. The roses are nice-looking own-root roses. The roses are doing just fine so far. I called customer service to ask a question and got an immediate response. I intend to do business with this company again and recommend them without qualification. Company representative comment on March 16, 2016: On Mar 16, 2016 2:14 PM, Heirloom Roses responded with:
Thank you! We are glad we have been able to assist you and look forward to hearing about how your roses perform.
truh North Kingstown, RI (Zone 6b) (2 reviews) December 8, 2015
There was a problem with the rose that I ordered that was apparently when it arrived. I emailed them and never received a response. I will not be doing business with them again.Company representative comment on March 11, 2016: On Mar 11, 2016 4:07 PM, Heirloom Roses responded with:
I am so sorry if we missed you. I have searched our logs and do not see an email from you however, we are happy to help! Simply call us and 1-800-820-0465 or email us at email@example.com and we will be happy to assist you.
OldPumpkin North Smithfield, RI (5 reviews) September 14, 2015
Posted on September 10, 2015, updated September 14, 2015
Heritage roses has excellent plants which are packaged good !
However their communication is poor . Spent for the last few days e-mailing and attempting to reach the company by phone . No luck ! this concerns orders 100127285 and 100127297 . The second number is the correct one with delivery in may 2016 . Thank you !On September 14th, 2015, OldPumpkin changed the rating from neutral to positive and added the following:
A company rep called today and we solved the problem !!! Thank you Heritage roses .
My roses, Great Maidens Blush and Mme Alfred Carrie were received in excellent shape. I had to call to establish which one was which, but only because the tags had slipped below the soil level and I couldn't find them at first. The woman in customer service was very nice and helped me decide which of the two positions I was considering would be best for which rose. I planted both roses last week, following the instructions carefully and then left for the shore. When I returned a week later Great Maiden's Blush had new growth and buds. Mme also seems to be in excellent shape but not yet pushing new growth. I am thrilled to have these new roses in the ground in August and am looking forward to lots of flowers next spring.
Posted on July 10, 2015, updated July 10, 2015
I am finding it frustrating dealing with the email correspondence with this company. This had lead to the decision notto shop with them again.The basic problem is 2 of the six roses I ordered and planted ( to what I believed to be proper planting instructions) are not growing. I was informed that mixing Miracle Grow Garden soil with the top soil was not recommended ( I did this) as it may have contributed to burning the roots of these two roses. Yet the other four are doing well (same soil mix). I was told that they would not do anything to help rectify the situation because I used that brand of graden soil. There is no mention on their website or their emails warning us that the soild is not to be used. As a matter of fact I did find on the website that they do recommend using Miracle Grow within the first year of planting. I see these people more interested in their bottom line than customer relations.On July 10th, 2015, JoeLukowski added the following:
--- after trolling the internet I found out the reason why Heirloom Roses does not recommend the use of Miracle Grow -- at it wasnt on their site ! Happens that the nitrogen level can be too high for certain roses to handle and it ought not to be used for that reason. It appears anything else is safer including 1/4 cup of epson salts to 1 gallon of water for fertilzer. Company representative comment on July 13, 2015: On Jul 13, 2015 11:52 AM, Heirloom Roses responded with:
Posted on June 22, 2015, updated July 6, 2015
I have purchased from this company in the past and have never had a problem with their roses or service. However, since it was acquired by new owners, it has never been the same. The roses are not as robust as before. And the picture of the sample rose they show is nothing like what is received (at least what I received).
What I purchased and received on May 26 died in a matter of weeks. I e-mailed on June 10th and received an automatic reply. Almost a week later, on June 16th, I e-mailed again and again I received an automatic reply. Today I called and was placed on hold for 10 minutes without every speaking to anyone, but was subjected to bad music.
So I hung up and promptly called my credit card company and complained. The cost is a blip on what I spend on roses, but quite frankly, this is horrible customer service and shouldn\'t even matter. But I should have realized this when they made a big deal that they offered free shipping and no tax. But that\'s after hiking the cost of their band roses by $8.00. So that claim is extremely disingenuous.
So buyer beware. I definitely won\'t be purchasing from them ever again. On July 6th, 2015, beckettsmama added the following:
So I was given a replacement certificate for the rose that, of course, is not in stock. But the problem continues.
I had another rose which I had ordered just after the one I've written about, not knowing the problem I would have. So I also contacted Heirloom about that one. Surprisingly, I received a reply from Linda, their Rose Order Specialist, that suggested we "trouble shoot" the problem. (But I suspect it is because I posted on this site and called my credit card company. In any event, that rose also died.)
In "trouble shooting" the problem, Linda asked that I, "Please send a photo along with a description of how it was planted: potting soil/amendments etc.," which I did, as though I had no idea how to plant roses. And received this reply: "In order for the warranty to be applied, the roses need to be planted according to our instructions. Putting two roses in one pot is inadvisable." Really? Since when? There is no mention of this in their container roses info.
There also was no mention of the "potting sol/amendments, etc." that I used. Certainly, "inadvisable" does not mean you can't. Mind you, the other rose I planted (which is growing) with the one that died is one I also purchased from Heirloom. So I'd like Linda to explain to me how one is thriving, while the other is not, if it is "inadvisable" to put two roses in the same pot. Or that two of their Memorial Day roses are growing in the same container; and have been for three years now. So please, Linda, explain that reasoning to me.
Needless to say, I long for the days of the previous owners who not only were responsive, but also did their best to keep their customers.Company representative comment on July 1, 2015: On Jul 1, 2015 3:04 PM, Heirloom Roses responded with:
Our customer service team would like to speak to you to resolve your concerns. Please call us at 1-800-820-0465.
Posted on June 5, 2015, updated June 19, 2015
Purchased an older cultivar (appropriate to my A USA Zone) July 2014. Although correctly planted in a good location, the plant died. When I contacted the vendor, I received a very short, terse email stating that the plant was outside warranty. It was 10 months from date of purchase when I reported this. The ONLY reason for refusing to replace the plant- which was on the puny side- was that Heirloom Roses policy of guaranteeing plants for a year was only instituted in Sept 2014. If you purchased after that date, they\'ll guarantee the plants for a year. If you purchased before that date - even if the plant was purchased 10 months ago (less than a year) they wouldn\'t help you.
This is ridiculous. Very poor customer support. I have purchased 3 other roses from Heirloom Roses, all of which are thriving. They could have retained lifelong goodwill of a customer by agreeing to replace a plant within a year of purchase. I would not recommend buying from a company with a track record of poor customer service. Roses ate too expensive and there are a LOT of other vendors out there. Stay away!On June 19th, 2015, BlackEarthSquid changed the rating from negative to positive and added the following:
I received a nice email from Heirloom Roses saying the previous email had been a misunderstanding, and they offered to replace the plant after all. It was very polite and the customer service team was helpful. If this plant is as vigorous as the other three I have bought from them my experience will be very positive indeed. Thanks Linda at Heirloom for helping me, and we very much appreciate the concern.Company representative comment on June 5, 2015: On Jun 5, 2015 5:59 AM, Heirloom Roses responded with:
Thank you for your feedback, we are very sorry that we did not meet your expectations.
At Heirloom Roses we are committed to growing plants that exceed your expectations. We guarantee that our roses are healthy, grown on their own roots, virus-free and true to variety. We are so confident in our roses that we warranty them for one year from the date of purchase (For roses purchased after September 2014), as long as they are properly planted and cared for in growing zones recommended on our website and in our catalog. If your plant fails to thrive within a year, please let us know immediately and we will make it right.
If the rose you purchased is no longer available, we will work with you to replace it with a rose that is well suited for your growing conditions.
During certain times of year, we will not ship replacement plants to customers based on recommended planting dates related to frost. In this case, we will hold your plant and ship it on the recommended planting date for your area.
Please understand that we cannot be responsible for abnormal or extreme weather conditions, neglect from the gardener, or roses that are planted in incorrect hardiness zones.
We hope that you will understand that there must be limitations to our warranty and we hope to provide you with beautiful roses again in the future.
Marigold33 WHITESTONE, NY (3 reviews) June 11, 2015
Iv'e bought from Heirloom before, it took more time establish due to the smaller size, but most of the plants flourished. Now with the option of having gallon size own roots, and having just purchased one, I'm impressed. It's worth the price to have such a nice size and healthy own root rose. I will be ordering more often, I love the new size options! Thank you Heirloom for on time delivery, good customer service and sending a healthy plant! I must mention, the plant I received is called The Magician. It's spectacular and a show stopper! I planted two of them in my mother's garden years ago, now I finally have one in my garden!
basaladino Spring Valley, IL (2 reviews) May 31, 2015
I looked at this site for several weeks and decided to order from them. My son is recouperating from stage 4 lymfoma, and is just feeling better...I told him for his birthday I ordered some roses...he was all excited..then when they arrived he sent me a pic of the 2 st shithum roses..I was so disapointed..they were so small with very thin stems..I did not expect that as I paid $61.00..which are now $38.50 for one..I could have gotten a much healthier and better rose at Walmart, Home Depot or menards...I just wanted a special rose bushes for my son..very disappointed..we have pics on facebook which will show how small they are and one is yellow...too bad.Company representative comment on June 5, 2015: On Jun 5, 2015 5:55 AM, Heirloom Roses responded with:
We are very sorry to hear that we did not meet your expectations. We work diligently to inform our customers of what to expect when they order from us by posting a video on our website as well as a link to the same video on the confirmation email that is received after an order is placed.
Own-root roses are roses grown from cuttings taken from stock plants. Unlike grafted roses, the roots of own-root roses are the same variety as their flowering tops.
Heirloom Roses does no budding or grafting at our nursery. Unlike the majority of rose growers in the US. we sell only own-root, virus-free roses. Our roses are first-year cuttings that are grown from a leaf cutting taken from a “mother” or “stock” plant. Own-root roses may be smaller when purchased, but quickly catch up to grafted roses (which are usually sold as two-year-old plants).
Here is a link to our video for reference. We appreciate the opportunity to send you a replacement rose in hopes that you will be more satisfied.
Posted on May 7, 2015, updated May 31, 2015
Posted on April 20, 2015, updated May 7, 2015
Posted on January 24, 2015, updated April 20, 2015
Posted on January 22, 2015, updated January 24, 2015
Posted on January 29, 2014, updated January 22, 2015
Posted on January 26, 2014, updated January 29, 2014
Posted on March 30, 2012, updated January 26, 2014
Posted on January 25, 2012, updated March 29, 2012
I received the roses from Heirloom earlier than any other growers. Plants seems small but I realized that very halthy and mutiple points that are ready to grows. Already leaves out and within few weeks grow over 6-8\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\" in my 2 gallons pots. Their plants are like a miniature bush, one of top growers send me a stick like plant with one or two leaves :(
I order Tequila Sunrise and Tropical Sunset-I like unusual rare color, very exciting to see them bloom. I definitely consider to order from Heirloom rose again. ThanksOn March 29th, 2012, bluebuster77 added the following:
If I was the person to decide this ranking, Heirloom is the one of the Top 5 list.
After my 1st order was really made me satisfied (also it\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'s my first own root roses and first rose to received earlier than others), I decide to order again from Heirloom. This time I ordered two David Austin roses, healthy, clean, non complicated professional packaging (Thank you) and of course fast delivery. Thanks again.
I\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'m sure roses are grow quick as first order, my first roses are ready to bloom in next a week or two. Awesome place to buy healthy roses. Like I said in first comment, plants seem small but there is multiple joints and ready to form bushy growth. I set Heirloom as my future resource to buy own root roses.On January 26th, 2014, bluebuster77 changed the rating from positive to neutral and added the following:
Unlike latest two negative comments, I\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'ve some disappointment with heirloom. I\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'m huge fan of heirloom over 3 years, even I went to nursery when I visited to Portland. Lately shipping cost is rising and plants are smaller and smaller, some roses are just like little stick. Slowly growing, I was so carful and put more effort not to loose my money..even better I propagate myself some variety from neighbors and friends. I was think twice to order from again. I don\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'t complain if charge high shipping with bigger plants like Roses Unlimited or lower shipping with medium size plants like Rogue Valley On January 29th, 2014, bluebuster77 added the following:
Thanks for reading my feedback. I\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'m also standing as forever customer for Heirloom. If I think of buying new roses, I always browse your site. My latest experience was really bad. I understand the plants are small but smaller is very unusual. I\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'m not asking 2\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\' tall plants with lush and blooms. At least some branches with 7\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\"- 9\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\" will be acceptable. I don\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'t complain about roots, however, I put extra effort to rescue the tiny 4\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\" stick to leaves out. I felt like I\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'m partialy grow this roses to thrive and reach acceptable condition. The plants I purchased during my visit were excellent condition ever. Meaning trust is involve in this case. I didn\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'t leave this feedback if the plants are equally same on both purchases. But I think I will try again!On January 22nd, 2015, bluebuster77 added the following:
I am excited about recent feedbacks and ordered few roses for 2015. Like old Heirloom, still thumbs up for email communication as I needs for replacement and some Q/A, shipping speed was fast but no reminder for your package was shipped or tracking information. Plant sizes are still the same as Heirloom\\\\\\\\\\\\\\\'s way, short and small but I rely on their GUARANTEE. Wide selection as always Heirloom style but not all roses are actually available, regardless notification on the variety when this rose will be available. Something is not right until I received package with missing rose, which indicates as available the time I placed order. I think still mix feeling about good and bad, and I prefers to keep my feedback as neutralOn January 24th, 2015, bluebuster77 changed the rating from neutral to positive and added the following:
Problem SolvedOn April 20th, 2015, bluebuster77 changed the rating from positive to negative and added the following:
I never had problem roses died with old heirloom roses in past. But lately I counted about 5 roses died from last few orders. It happened 2-3 months after received them, even under good growing condition. I was doubt how this happen, I grow roses from other suppliers at the same time but rest of the roses grows well and blooms. It is something wrong. When I was contacted about dead roses, they prefers to issue store credit right away than discuss to replace the same variety. After this year I will never going to do business with new Heirloom roses. On May 7th, 2015, bluebuster77 added the following:
As of today I don\'t receive one of my rose is suppose to deliver on April. I sent two email but no response. They excited to announced that new owner changed, but I think getting worst than previous Heirloom. They forced to sent me store credit for first dead rose instead of replacement, and no response for another dead rose and one rose I ordered was not deliver. How can I say that this company is professional? Whatever promising or guarantee on their website is false statement. Gardeners beware. On May 31st, 2015, bluebuster77 added the following:
Wow you cannot believe what happen to me even I currently having issue with some dead roses. I made brand new order with just one hybrid tea rose which is really want to add as my hybrid tea collection, I received heathy bushy about foot long plant...nice. Noooo! I realized this band plant has 7-9 leaflets with thin green growing stems and foliage, if you're experienced gardener or rosarian you know what it is. I double checked with few rosaians to make sure it's something wrong, they agree. It's kind of mutiflora root stock plant or wilder variety, also similar to sucker. I fully shocked at this point. But wait more shocking part is this rose has correct label tag of variety I ordered was attached. I'm speechless. I needs to find out more previous roses not yet bloom purchased from Heirloom. Owner response back to me but this is big red flag warning and total lost of trust Company representative comment on June 5, 2015: On Jan 27, 2014 4:38 PM, Heirloom Roses responded with:
My name is Ben Hanna and I am the new owner of Heirloom Roses. I am sorry to hear that you were not pleased with your purchase. Our shipping prices have not changed in almost 3 years and the plants.
Our company is committed to sending healthy, striving plants and we are always working to improve them. As we stand behind all our plants, I will contact you directly to make this right.
Thank you for your feedback and we hope you’ll give us the opportunity to add roses to your garden in the future.
Owner, Heirloom Roses
On Jun 5, 2015 6:02 AM, Heirloom Roses added:
Hello. I'm not sure I totally understand what has occurred. We would like to make this right for you. Please contact our customer service team at 1-800-820-0465 and we will be happy to assist you.
Posted on May 15, 2015, updated May 27, 2015
Last October I ordered and received a rose bush from Heirloom.
It was very puny and I was worried about overwintering it.
I carefully planted and winter protected it to no avail.
Now it has not survived. I wrote an e mail to the company and did not get a response. Quite upset about this because it was a special rosebush that I finally located at Heirloom. On May 27th, 2015, stormcloud changed the rating from negative to positive and added the following:
AMAZING...I saw the guarantee Heirloom offers on an email from the company so i decided to call about my dead rose !
Wel,, was I in for a shock...they did not have the same rose bush available but kindly offered me a credit or substitute. She was so very helpful and pleasant and the rose is already on the way !
WOW I highly recommend this company under its new ownership..Company representative comment on June 5, 2015: On Jun 5, 2015 6:03 AM, Heirloom Roses responded with:
Thank you! We are pleased that we were able to replace this for you.
I understand this company has a new owner. So what's the problem with them mailing out a catalog?
DonnaMack Elgin, IL (Zone 5a) (56 reviews) May 18, 2015
Posted on August 1, 2012, updated May 18, 2015
Posted on July 28, 2012, updated August 1, 2012
Posted on July 23, 2012, updated July 28, 2012
This was my first experience ordering from this company. I will confess that it was because I could not find The ingenious Mr. Fairchild elsewhere, and it was enthusiastically recommended by Peter Schneider, author of Right Rose, Right Place and the Combined Rose List. I also had long coveted Jacqueline du Pre, so I ordered that too. I have always ordered much larger roses.
I was pleasantly surprised by the small jewels I received. They have healthy leaves and no disease. They are already growing from being cut back. And they arrived on a 94 degree day!
Yes, they are small but they look raring to go. I am very pleased and will be back.On July 28th, 2012, DonnaMack changed the rating from positive to neutral and added the following:
Well, spoke too soon. I was sent, not Jacqueline DuPre, but Jude the Obscure. Naturally, I noticed this when I was watering them and looked closely at the tags. Since this is Saturday, they are not available. I have sent them an email and will let you know the results.On August 1st, 2012, DonnaMack changed the rating from neutral to positive and added the following:
I received my Jacquelyn Dupre today. After sending an email, which was cheerfully responded to, I was sent a lovely little rose, am very satisfied, and will be ordering again. The three roses are excellent, and I should add that it is almost 100 degrees today, and the rose is perfect.On May 18th, 2015, DonnaMack changed the rating from positive to neutral and added the following:
It is now three years since I received my Heirloom Roses. I am changing my rating to neutral because roses I purchased from other companies as much as two years later have greatly outperformed the roses I received from Heirloom. I have over 30 roses, including other Austins, and know how to care for them, and the Jude The Obscure I was given by mistake has produced a total of three flowers since 2012. The Ingenious Mr. Fairchild has produced about 5. Austins I received from Roses Unlimited a year later are literally three times as big and have exploded with flowers. Pickering Roses are four times as big, but I am bearing in mind that they are grafted, and always beat the other roses in bloom and longevity.
Unless I want a rose that only Heirloom has, I will not be ordering in the future.
I only came to Heirloom because they had a rose I really wanted, and because they had a sale. I find it frustrating that three years after acquisition their roses are performing less well than first year plants from other companies with comparable, if not lower, prices.
I ordered two roses in January, scheduled to be shipped the second week of April. On May 10, the roses had still not been shipped and my order status was still pending. Unknowing that I had already ordered a particular rose, my family presented me with one that I had already ordered for Mother's Day. Since my order from heirloom's had not yet shipped, I emailed them to ask for a substitute rose, as I had no need for two of the same kind. I made sure that the rose I was asking for was in stock. I also noted that I was happy to pay any restocking or substitution fees. I received no response from Heirloom, but 5 hours later, I coincidentally received a shipment notice that my order had been shipped. A bit too coincidental for me, considering that my order was a month late late in shipping. Of course, the substitution was not made.
My neutral rating is not so much that they did not make the substitution, but more that they couldn't be bothered to reply to let me know that they would not entertain my request. The only correspondence I received from them was my shipment notice.
Of the two roses ordered, the one I really wanted and was looking forward to is quite puny, just a stick with some healthy leaves at the top and small yellowing leaves at the bottom. Of course, the duplicate rose that I now don't need is thriving and even has buds.
I run a mail order business and understand seasonal rushes. And of course, it is not their fault that I was gifted a rose I had already ordered from them. However, I feel that it is common courtesy, especially considering that the order was to have been shipped a month earlier, to respond to an email request, whether the answer is to the customer's liking or not. Company representative comment on June 5, 2015: On Jun 5, 2015 6:06 AM, Heirloom Roses responded with:
Thank you for your feedback, it is important to us.
We appreciate your understanding of seasonal business and will work diligently to stay ahead of the rush of volume when spring hits.
Our customers love our roses and we are passionate about providing them with beautiful blooms.
I have ordered a couple of roses from Heirloom Roses, and the plants are always healthy. My husband did order me one around Christmas, and it died, Heirloom was quick to issue a gift certificate to replace it when it gets back in stock. I like that you can order 1 rose at any time without inflated shipping cost. This is still more economical than buying local, and you get a much healthier plant. This could a drawback for me at times because I could order 4 roses from somewhere else with shipping for about $80. They also discontinued several varieties that I had on my wish list which made me sad. They have a nice website with beautiful pictures that is easy to navigate which is helpful. Anytime though that I want beautiful healthy roses, I know Ican count on Heirloom Roses.
I placed an order online for a rose. Due to a website glitch I could not place an order on my iPad so I used the PC to do so. Soon after there was a sale on ramblers and climbers, the website promptly crashed. I called to place my order. The woman I spoke with told me the website was working fine, they just hadn't removed the message about the crash. She attempted to place the order and realized the website had crashed. While I was on the phone with her I received an email the order was placed. She was very surprised she had been successful. The second rose I ordered (by phone) arrived. I went to the website, signed in to check my order and the only order that showed was from 2012. I called and spoke to Linda in customer service. I explained my problem, she kept interrupting and saying if I placed an order by phone it wouldn't be on my account. Even if this was true the online order should show up and it doesn't. I asked why they didn't ship them together and Linda said they were too small and didn't have enough people to do that. I order from many small nurseries and can add to my order until shipping time. They have some serious website issues. I would appreciate customer service understanding my problem instead of insisting there isn't one.
This is the way all companies should be. I called asking about a rose that was out of stock and spoke to Linda, an order specialist. She was helpful and professional and told me that she would check with the growers about availability. Within a couple of hours she responded via email, and although the rose I was interested in was unavailable, she offered a good substitute. I placed an order based on the recommendation and received a confirmation when the order was shipped. Both roses arrived at the time expected, were packed well and were healthy. This was good old fashioned gold standard customer service and I won't hesitate to return to Heirloom Roses.
Posted on November 30, 2012, updated August 8, 2014
Posted on September 5, 2012, updated November 30, 2012
I ordered two roses back in February of this year (2012). They shipped in May and arrived hale and hearty. In reading the reviews here and on their company website, I knew what to expect so I was not disappointed when smaller plants arrived. You wouldn\'t know it now to see them, though- they have grown by leaps and bounds! I got 1 Apothecary rose and 1 Rosa Mundi. We initially had a dry, hot spring, so I was a little worried about them. Then the heat broke and we\'ve had good rainfall. Without any watering other than initially soaking them, my Apothecary rose has grown 4 sizable side branches and the Rosa Mundi has grown 2. I dug the hole very deep and put rotted cow manure in the bottom, spread a 3-foot diameter ring about 3\" deep of mulch around the base of each plant, and then made a cage from cattle fencing and contractor stakes to make sure no rabbits or deer nibbled them. They really have settled in great and I can\'t wait to see how much they grow next season. Who knows? Maybe I\'ll have some early blooms! I\'m in zone 7 and they are in full sun in my front yard.On November 30th, 2012, OldChurchEggery added the following:
Earlier this fall I ordered two miniature roses and one climbing rose, Devoniensis. The two miniature roses were a gift for my brother\'s wife and the Devoniensis is to ramble along the picket fence we built this year. Since fall is more of a rest period for plants, the climber hasn\'t grown any but is settled into its spot for next spring. The miniature roses I potted up and gave to my sister-in-law who was thrilled. They have an extremely steep front yard and she doesn\'t want to landscape until they can do some berms or some other serious earthwork, so she thought having two little roses she could easily move around would be perfect. I also ordered some of the metal plant tags you twist onto a branch and have been happy with those as well. Now I can tell what\'s in my garden after my toddler makes off with the tags I stuck in the ground!On August 8th, 2014, OldChurchEggery added the following:
I am so happy with the way my roses have flourished and in one case rebounded from apparent death. The original two roses I purchased, Rosa Mundi and Apothecary Rose, bloomed in spades this year! I've not been the best pruner so they look leggy, but I wanted to get the rose hips to mature. It's okay with me because my garden is more cottage style than formal. The Climbing Devoniensis is now a beautiful addition to my picket fence and rewarded me with some amazingly fragrant flowers this May. I can't express just how glad I am to have bought own-root roses because the Devoniensis totally DIED down to the ground for reasons unknown just a few weeks after I planted it. I highly suspect my husband accidentally spilled gasoline or something while doing lawn chores. I left the blackened remains in place thinking "Maybe there's life in the roots" and sure enough, there was! In spring of last year it made a comeback with three new shoots. One was nipped off by a rabbit but the other two are now probably 6 or 7 feet long and had just the prettiest flowers on them. I ordered three other roses from Heirloom last fall- Evelyn, Glamis Castle, and Ginger Syllabub, the last of which is a climber for my new trellis. All three had a few flowers on them this spring so I got to enjoy a little early taste of what's to come. I purchased an "Oh My!" for my aunt, which was shipped in May or so. She has it in a large pot until the soil settles around their house and told me it has about tripled in size and even had flowers on it.
After seeing some of the previous comments for Heirloom, I was hesitant to order. Then I saw that ALL mail order nurseries seem to have at least a few such comments so I took the plunge. In July, ordered 8 roses I've been craving but haven't found locally. Arrived pretty timely & excellently packed. Plants were small, yes, but not twigs. All were healthy & happy. Root systems were tight & definitely ready to come out of their little pots.. Re-potted into 4 gal. pots to grow out, put 4 in my greenhouse (live in Puget Sound area, cool summers) & set out 4 into my rose garden to try outdoor care. Three weeks later, all 8 show new growth & half have buds already. Three cheers for Heirloom!
Ordered Austin rose Hyde Hall (to fill large hole in part sun/part shade spot) on June 12, 2014--arrived June 16. Rose was loosely rooted in damp peat and held together in a plastic bag. It was leafed out; no sign of disease. Dug hole and planted rose upon receipt. June 23, 2014, new leaf growth, didn't droop even though peat fell away when planted. Went through their online catalog made list of future purchases.
My comments don't relate to the roses I received, but to the shipping. The roses were shipped very quickly, and I very much appreciated the fact that they were shipped at the beginning of the week (so they weren't sitting around over a weekend). Most of all, though, I have to comment on the packaging. I have NEVER seen such wonderful packaging for mail-order plants. Plastic surrounded the pots so soil didn't spill out, and a cardboard insert ingeniously kept the pots/plants in place within the shipping container. I am very impressed, and I'll be ordering more.
The miniature roses I received were in tolerable shape, considering they had to fly across the country ... and in just a few days they've perked up and seem to be in great shape.
They can count on me to be a continuing customer!
sunshimmer Shamokin, PA (Zone 6b) (4 reviews) June 10, 2014
I ordered an everblooming climbing Cecile Brunner from them last spring. It arrived healthy and undamaged. Packaging was done really well. I planted it right away and watched it grow. By the end of the summer, I noticed it had only grown about 12-18 inches high and looked more bush-like, but I thought maybe it needed more time to settle in. Well, this winter was a very harsh one in our climate and we had crazy spring temps too that went from below freezing to the mid 70's all in one day. This happened most of early spring. I kept watching the plant and it appeared that all the previous years growth had died and it was resprouting from the roots but more in a bush form again. In the meantime, I ordered another of the exact same kind for this spring to plant in a different place along my fence line. (trying to cover a 40ft section of chainlink) It arrived healthy and undamaged as well. I contacted Heirloom about the plant from last year looking like a bush form and the dieback and that I really needed the climber for the fence. I also sent them pics. They not only replaced the original one with another, but they also sent me another one for the one I ordered this spring just in case it isn't the climbing one. They told me to keep the ones they originally sent and sent me 2 more of the everblooming climbing Cecile Brunner which both arrived healthy and doing wonderfully in the ground. These new ones do look slightly different than the ones they originally sent me as these look like they do have canes at the base instead of a trunk and then a vase-like bush. I can't speak enough about how polite and prompt they were with addressing my situation and apologizing for any mix-ups. I can easily see how it could've happened. It would be VERY difficult to tell them apart if not almost impossible if they weren't labelled right away or improperly labelled. I will definitely be doing business with them again just because of their great customer service and how beautiful and healthy the plants are.
I cannot speak to the overall service, I got my roses as a gift from my mother. She knew I wanted an Apothecary's Rose badly. They thought they were out when she visited, but looked in back and found two. They arrived while I was gone and my husband stuck them in the ground. They are thriving. Unlike some commenters I prefer buying small plants as I believe they adapt faster and better. I will likely buy more.
For the person who loves scent, I have Rugosas I ordered from Spring Valley which have thrived as well, it takes a year or two, then they do become invasive, but mine are filling in a hedge so that is ok. Spring Valley is my first choice, but they don't have the same selection because they only grow extremely hearty plants for the far north.
itsmesue Canton, IL (Zone 5b) (8 reviews) June 2, 2014
I ordered two "Midnight Blue" shrub roses.
They have arrived and they look as big and as good as roses I got from some other rose nurseries that were listed in the top 5 of Garden Watchdog.
At this point I am not at all disappointed with the rose plants I received.
They are going to be planted today, and I will update how they do once planted and through out this summer (and how well they do in our central Illinois winter).
KJWThack East Lansdowne, PA (7 reviews) May 30, 2014
Posted on May 9, 2014, updated May 30, 2014
I have for several years looked at the Heirloom Roses website and seriously considered ordering a few of their roses because they have so many difficult to find and lovely varieties. But then I would check out the reviews on here and they all essentially said the same thing: plants not much more than a stick, not old enough to travel or survive. I didn't have the time needed to baby the roses until they were old enough to survive in my garden.
Then this year I once again gazed longingly at the website and noticed that it had changed - and apparently the ownership had changed as well. Came here and the reviews had gotten much much better. So I took the leap and ordered 5 bands. I am so glad that I did. A few days ago I received 5 meticulously packed and very very healthy plants. They are very good size for bands, and really leafy and vigorous. I will definitely order from them again...but probably not until I get a bigger yard. :)
As for the review from the person complaining that her roses didn't have a fragrance - not all roses have a fragrance. Actually, a high percentage of them do not. That isn't something that is the fault of the seller. If you smell the roses in the bouquets you find in grocery stores, for instance, they generally don't have a smell. And the range of types of fragrance and intensity of fragrance is quite large. You have to get particular varieties in order to get the fragrance you are looking for.On May 30th, 2014, KJWThack added the following:
Just updating to say that the bands I received at the beginning of this month have already at least doubled in size and have buds already. One has already bloomed - gorgeous! I am ordering 3 more bands today because they have 3 that I was looking for in stock now that they didn't have when I ordered earlier this month. Can't wait to get them!
Heirloom roses provides beautiful roses and terrific customer service!
I ordered from heirloom 3 times in 2013 ...ordering 3-9 roses at a time.
My first order was a surprise because the bands were small and I had never ordered own root . I planted them and was pleasantly surprised at how quickly they flourished. All of my roses from heirloom are doing incredibly well and I especially love my Artic Sunrise...beautiful perfect blooms that last forever! There was some confusion with one of my orders and Shonna in customer service took care of my problem quickly and professionally.
I highly recommend heirloom roses!
Rosalee916 Citrus Heights, CA (1 review) April 24, 2014
I purchased approximately 19 roses from Heirloom roses at around 03/13. The roses did come as small cuttings, which was very different than receiving bare root or in a container. They all grew pretty well except for one which was promptly replaced by Heirloom. Also at that time, I voiced my concerns about some of the roses not having a scent. I really don't remember them offering to replace these roses. First is the rose itself and does it have a fragrance? Smell the roses! Out off the 19 so far, 2 are the miniature rose and fragrance was not an issue. Everest Double Fragrance has some fragrance, but nothing huge. Hot Cocoa has none. Heirloom none, Royal Pageant beautiful, little fragrance, Star of the Nile, small, very little fragrance, Special Occasion, small, little fragrance, New Day, little scent, Sleeping Beauty little fragrance, Velvet Fragrance, little. New Dawn fragrant, Honore de Balzac fragrant, Paradise, Fragrant. Memorial Day, no roses, Zephirine Drouhin no roses. These roses are beautiful, but again no scent. What would all of you do?
missnatural East Hartford, CT (2 reviews) April 17, 2014
After reading the recent comments on this page, I was sort of expecting my new rose (a birthday present for a family member) to come in a 1-gallon pot, but no matter. I've been a customer of Heirloom Roses for years, and have come to appreciate the 3-inch pots that their roses have always come in. My new "Heart O Gold" rose was in transit for over 5 days, but arrived healthy and perky a few days ago. It hasn't gone in the ground yet, but endured 1/2 inch of unexpected snow night before last, sitting on my deck, and came through with flying colors. I expect that once it is planted, it will do as well as the other 7 Heirloom Roses I have, and be wonderful. Unless Ben does something terrible in the new management of the company (which I doubt will happen), I shall remain a loyal customer.
bbbuild Port Orchard, WA (2 reviews) April 10, 2014
I just made my first purchase from Heirloom Roses last week. I received my order today and am very happy with the condition of the David Austin rose I ordered. It was perfectly packaged and a healthy looking. From the low prices I was expecting a tiny plant in a baggie. Instead I got a 10", potted, leafed out plant. I will definitely order again from this company in the future.
NoCamoview Mountain View, CA (1 review) March 26, 2014
I ordered 8 own-root roses from Heirloom Roses a little over a week ago. In the process, I realized I over-ordered my pinks and needed to switch out a rose for a peach. Since I had not received the shipping detail yet I called and asked for them to swap out a rose for me. They were in the process of changing out their ordering system and said they would take note and confirm the swap. Well low and behold I got the order and I got the beautiful Kathryn Morley instead of the Alchemist, which I had wanted swapped in for the KM. Shoot. I sent an email telling them about the mistake and they promised to send me the Alchemist to make up for it. Today, I got a healthy Alchemist and I am thrilled to say the other eight are growing fast and furious. I would order from HR again and again and it seems Mr. Hanna and his team are serious business people running a stellar company. Congratulations, seems a lot of work has been put into the new purchase.
sheepwrecked Lake Lynn, PA (Zone 6a) (5 reviews) February 2, 2014
Posted on January 25, 2014, updated February 2, 2014
I just figured out how to use your review site, so I apologize that my experience with this company is not current but I thought I should let the company and others know why I no longer buy from Heirloom Roses. I ordered several hundred dollars of roses over a 2 year period. Several shipped were such new cuttings that they had only 1-2 rootlets under 2 inches long. I feel the root system should be well established before shipping, or should be sold as unrooted cuttings, because these barely started plants are hard to nurse into growth after shipping stress. My biggest issue was that after a year I figured out that some were not what I ordered. For example the Climbing Cecile Brunner was just the standard bush version. Twice I ordered Darlow's Enigma, listed as being so highly perfumed you can smell it 10 feet away, but what grew was completely scentless. Then I ordered Prairie Sunset and received a rose labeled Prairie Star. When it bloomed it was in fact Prairie Star. The replacement sent in response to my complaint was another carefully labelled Prairie Star. After the second Prairie Star I gave up and stopped buying from Heirloom Roses. Roses are expensive and take a lot of work, so it is a very big disappointment to order something special and get ??? I feel this could be a very good company but they need to do better with "quality control". On February 2nd, 2014, sheepwrecked changed the rating from negative to positive and added the following:
Ben Hanna talked to me by phone and told me he had recently bought the business "Heirloom Roses". This spring he will start selling his roses in 1 gallon pots like Chamblee's and several other growers do, so there won't be any more barely rooted cuttings going out.
Even though he was not the owner when I had my problems with the 3 incorrect varieties sent to me, and even though, as I said in my first note it was not a current problem, he has insisted on sending correctly identified replacements when the weather permits this spring. He is going to grow them out in the greenhouse and doublecheck they are the correct varieties.
He would not accept any payment, even for shipping. I feel this is very generous from a person who was not responsible for my problems. It looks like Heirloom Roses will be operating under a much improved business model, and I expect I will return as a customer.Company representative comment on January 27, 2014: On Jan 27, 2014 4:39 PM, Heirloom Roses responded with:
Please allow me to introduce myself. I am Ben Hanna, the new owner of Heirloom Roses. I am very sorry to hear of your experience and I personally apologize for the mistakes. We take pride in our roses and strive to grow and send healthy, correctly-labeled plants.
Currently, every rose that we ship has a fully developed root system and comes with a 6 month guarantee. If a customer is not happy with their rose we will replace it or refund your purchase.
I will reach out to you directly to discuss how we might be able to win back your trust.
Owner, Heirloom Roses
numberone Toquerville, UT (Zone 8a) (1 review) August 22, 2013
My husband ordered 11 roses for me and they arrived fresh, but all of them had Thrips and viruses. I sent the pictures of those problem roses to them, and they said they were so sorry and the would send the replacement. I felt so appreciated and waiting for my replacement roses, which I expected them to be healthy. The roses arrived and they were all have the same problem like the first lot. I reported to them, and here they said. "We have discussed your roses in great depth with the shipping and plant health managers. We feel they did arrive in poor condition. However, if you defoliate and plant them they will be great plants for you to enjoy for many years to come." I didn't want any replacement, but I thought 'Heirloom' has good quality of roses. I won't order from them any more!
Posted on July 25, 2013, updated July 30, 2013
I received 3 bands from Heirloom Roses today, July 25. Superb packing, all leaves intact, prompt delivery . Their roots were long extending past the bottom, around 6" deep. The bands were 3" wide, substantial base.
The top growth were between 8" and 9" tall, dark-green and healthy. I grew 56 roses as own-roots, what matters is the length of the primary root, and the health of the plant. I bought gallon-size from local stores which were infested with slugs, virused, or dried-out ... versus Heirloom Roses being very healthy as own-roots, and no insects either to pass shipping laws. I'm a happy customer. See below for pic. of the rose received:
My 3 roses were shipped in medium-flat-rate box, with room for a 4th one. If I had known it, I could had ordered 1 more, save on shipping cost that way. The packing is excellent. I grow own-root bands in pots and 4 hours of morning sun until they become 2-gallon root-ball, then plant the entire root-ball at least 3" below ground, I haven't lost any own-roots that way for my zone 5a winter.
My boyfriend purchased AngelFace for my birthday (April) and it said that June was the start of shipping. He got confirmation and everything but now it says they are out of stock?
Ummm. Forgotten order? Not enough supply? I figured he should have gotten at least told it was sold out, refunded, or made to chose another. So far, he has gotten neither or as much as a "sorry were out". Horrible way to do business. He will be trying for a refund and take his business elsewhere. Buyer beware. Disappointing with such high positives. :(
GreeneLady Oak Island, NC (Zone 8a) (9 reviews) June 13, 2013
Posted on March 25, 2009, updated June 13, 2013
After noticing people having problems with Jackson and Perkins, I decided to try another rose company. I've always admired the beautiful varieties this company carries, so this year I ordered 6 roses from Heirloom. I forgot to check the feedback here before ordering, so I was a bit disappointed that the plants were so small. Granted, 3 were minature roses. But the 2 climbers and Hybrid tea just seemed so tiny as compared to Jackson and Perkins.
However, they do look very healthy. I guess we will see in a couple years how they do. On June 13th, 2013, GreeneLady added the following:
I have to add, after 5 years, all the roses I purchased from Heirloom became the stars of my garden. The Super Dorothy roses have completely covered a trellis, and with the spring bloom, it looks like it is dripping with pink grapes from the distance.
The fact that they are on their own root system and not grafted really seems to have a big impact on the health of the plant, and they aren't prone to suckering like grafted plants are.
Big props to this company. Don't let the fact that the plants are shipped small scare you. For the long run, Heirloom Roses provide the best product.
I have ordered dozens of times from Heirloom over the past 5 years. I am delighted with their wide variety of roses. I can only remember 1 time when I received a rose that was struggling after the trip from Oregon to Texas. I called to notify them and they offered to ship a replacement immediately. I suggested we wait a few days to see if it regained its health, but they shipped a replacement anyway. Regarding roses that weren't available for shipment at the time I ordered them, I have always received them either by the due date or before. Yes, the roses are small, but I have found that they are healthy and grow very fast. If I can't plant them immediately, I step them up to a larger pot until I can get them in the ground. I do always wait 3-5 days to plant them so they can adjust to the trip and climate change before they go into the ground. As soon as they arrive I dunk the
pots in seaweed and water just up to the rim of the pot so a little of that mixture seeps in, and then redunk if they need more water before i plant them. Then, when I plant the rose or step it up to a larger pot, I add the seaweed and water mixture again to keep it from going into shock. I've had great success with this method and with this company. As for people who want roses to arrive on a certain day before they go out of town, my advice is to order them after they return from their trip. Once any company turns an item over to a shipper, they don't have total control on when it will arrive unless you request overnight or 2 day delivery. I have recommended this company to friends and relatives in the past and will continue to do so. As another reviewer said, I am a fan.
Rec'd email notice noon Friday that the Order I placed on Monday was being processed. I Called them Immediately and asked them NOT to SHIP that day! It was Friday of Memorial Day Weekend. I was told they would decide what is best.
My order arrived the Tuesday after Memorial Day completely dried out and severely wilted. I called them again and was told to send it back and they would review it to see if it met the terms of their website guarantee. Their website reads like the really understand and care for their roses. It's a real pity the rose I ordered wasn't one that they cared about.