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| Company Comment, posted on March 9, 2006: |
David Austin has created an entirely new breed of rose called The English Roses. These combine the beautiful forms and fragrances of the old roses with the wider color range and repeat-flowering of modern roses. Over 250,000 new seedlings are grown and assessed each year at his nursery in Albrighton, UK. After at least eight years of field trials, only the very best four to six varieties will be released for sale each year. |
David Austinís free ĎHandbook of Rosesí is illustrated with photographs of roses, rose gardens and flower arrangements. It contains the best English Roses for the American climate, together with old roses, climbers, ramblers and modern roses. All roses sold in the US are grown in the US. Roses are supplied as bare roots, grafted onto Dr Huey rootstocks, together with cultivation instructions. Books, gift vouchers and stationery are also available.
We are proud that David Austin Roses is a family-run business. Please contact us if you would like individual advice on rose selection, for help placing an order or for assistance designing a rose garden.
| Feedback History and Summary |
Comments:Displaying the 50 most recent comments:
|Negative ||Jay11 |
May 18, 2013
|The roses are gorgeous. I am giving a negative rating based on service. My comments echo many of the previous ones here. I simply cannot understand how this company can continue to have such poor communication and send bare rooted roses so late in the year. I ordered my roses in March hoping to receive them fairly soon. Here in my zone 6 garden existing roses have leafed out and have buds on the day (May 6) when I finally receive finally my David Austin Roses. I am doing my best to keep them alive as the warm weather arrives.
|Positive ||HeidiNH |
Brentwood, NH (Zone 6a)
May 6, 2013
|Posted on May 22, 2012, updated May 6, 2013
Posted on May 17, 2011, updated May 22, 2012
Except for the fact that I eventually got my roes and it was in good shape despite the crappy lack of packaging, I'd give a negative. Poor communication barely covers it. When you place an order, you get an acknowledgement, and that's all, no estimated ship date, nothing. I had to inquire a couple of times, one time I was told it would ship on a Friday - I said I really didn't want it sitting in a post office over a weekend, "Ok, we'll schedule it for Monday". The end of that week came and went, and no rose. I emailed again, and was told "it's going out THIS Monday". Why the heck did you say it was going last Monday then? it arrived bareroot, in a box, inside a plastic bag with nothing. No excelsior, peat moss, newspaper, NOTHING, barely damp. WTH? These people either don't have a clue or are being deliberately deceptive about when things will actually ship. I don't understand the mystery, give a ship date and stick to it, and if there is a problem SAY SO without me having to bug you. Would David Austin approve of such crap customer service and mismanagement of his brand? I shouldn't think so.... I wont' be buying from them again, I'll buy locally or do without.
On May 22nd, 2012, HeidiNH added the following:
Still a neutral, I'm afraid. I forgot my own vow, once faced with a discount coupon of 20%. I ordered a Climbing Shropshire Lad, Charlotte, and Eden Climber, in separate orders. First I emailed and asked if they could all be combined to save on shipping. No problem, I was told they would and got a refund on the shipping. At the end of April I emailed and asked when my roses would ship, I was told April 30. Never happened. Instead they shipped on 5/1 (over a weekend) and 5/4, in two separate shipments, for no apparent reason.
The roses all arrived in good shape, big canes and all had leaf buds, they had been sprayed with something that would keep them moist for ten days. All were soaked and planted are now leafing out, for which I am relieved, but I am still giving DA USA a neutral for being unable to give accurate information about ship dates and not following through on the customer's explicit wishes.
On May 6th, 2013, HeidiNH changed the rating from neutral to positive and added the following:
Credit where credit is due..... I got sucked in by another Horticulture discount coupon, so I ordered a climbing James Galway and a Munstead Wood rose. I inquired at the end of April as to the ship date, and was told they'd be shipping on Thursday. I asked if they could be shipped on a Monday instead to save them sitting somewhere over the weekend, and I was told they would ship them Monday instead. And they did....my roses arrived on Friday, in excellent shape , got plunked in water overnight and planted the following day. The cane size is good and all are breaking bud so if they continue they'll be fine. The roses I bought last year - Shropshire Lad, Charlotte and Eden climber are all doing beautifully, miraculously survived our long and bitter winter - I'm impressed. Glad they seem to have worked the issues with deliveries and the customer service, I'm a happy customer this time.
|Positive ||jimfrankmartin |
March 18, 2013
|Posted on March 18, 2013, updated March 18, 2013
David Austin roses shipped these antique roses to me on February 4: Roseraie d L'Hay; Mme Isaac Pereire; Comte de Champagne; Rose De Rescht; Ferdinand Pichard.
They arrived intact, moist and robust. I planted all of them after soaking them overnight in water, as per instructions. Within three days, every one had sprouted. Of course, the mild weather in South Louisiana accounts for this eagerness to burst forth and break dormancy. The stocky root systems and the massive, growthy roots impressed me powerfully.
Any time a bare root rose arrives in the mail and I find branches and stems the size of a cigar or a pencil, and roots that look like an octopus, my jaw drags the ground. These roses from David Austin made my jaw drag the ground. They have found a regular customer in Scott Louisiana. Scott is only 300 miles southeast of Tyler Texas. I strongly recommend buying antique roses from this grower.
On March 18th, 2013, jimfrankmartin added the following:
To update my previous entry, I planted the five roses from David Austin roses on February 5. On March 18 I discovered the first colored bud formed on the Rose de Rescht. It is the size and color of a red grape. The firm tight bud looks like a Tokay red grape. Fans of the University of Alabama football team would call the bud crimson. Let's just say I find myself exuberantly impressed with every one of these roses.
|Positive ||May_Z |
Grass Valley, CA (Zone 9a)
October 12, 2012
|My experience with DA Roses has been very very positive. I ordered 3 roses in February, Princess Alexandra of Kent, Crocus Rose, and Bishop's Castle. I received confirmation by email a week later, but due to my own email problems it went to spam. When I requested a confirmation via email, I promptly got a confirmation with a copy of my order.
I recieved my roses about 3 weeks later and was very pleased with the condition of the roses, except Princess Alexandra. But I soaked them and planted all. Crocus Rose and Bishop's Castle went crazy, grew beautifully, vigorous uniform growth and many many blooms, even now. Princess Alexandra declined, until I contacted DA regarding it in about May. They were fabulous at DA, Angela Folse (now Benson) was amazing at customer service, very helpful and quick replies to the problem, asking the right questions without any insinuation of fault. DA promised a replacement in 2013 (too hot in CA to ship after May!).
So while many have had problems, I only have very positive feedback for them. My Crocus Rose is now 3ft high and 4 ft wide, and is covered in blooms and buds. Bishop's Castle is also growing it's little heart out, at 3ft high and 3 ft wide, and also is still in bloom. The Austin bareroot Crocus Rose and Bishop's Castle out-performed 7 other floribunda roses I purchased locally at two very reputable nurseries that were in gallon and 5 gallon pots. I couldn't be happier with my purchase, and will order again. I am extremely satisfied with customer service and I'm content to get my Princess Alexandra replacement in 2013 rather than insist on shipping and planting during weather that is too hot and stresses the plant.
I would like to stress that the customer service I received from Angela Folse-Benson was top notch--she has it down to a fine art. She in genuine as well. It was a great experience. I'll order again and do myself a favor and skip the nursery roses. Any I can't get from Austin I'll get from Burlington roses as a band--another great company.
|Positive ||rosepetal2 |
August 17, 2012
|Fortunately I live near a nursery where I can purchase David Austin premium potted roses. The problem is the nursery is not stocking quite the number and selection of roses they have stocked in the past so I've ordered online occasionally. I like to plant these roses in multiples rather than single rose to really experience the heavenly fragrance. So I wanted to add one more Winchester Cathedral to a pair I had purchased locally and resorted to online. The online purchase arrived relatively as scheduled, well-packaged and in good shape. I planted the rose along with locally purchased WCs. Everyone took off and it was difficult to see a difference in the bushes - the first flush was delightful, however the online WC bloomed pink - but not pink like the Mary Rose (which I also have). This bush then flushed even pinkier and on the flush this week, the pink a weird pink and nearly no fragrance! Mind you not one blossom or a few but the entire bush. was this weird pink I contacted David Austin and had a positive experience. They are replacing the rose. Over the years I've had excellent experience with both the DA local potted roses and the online purchases. Seems they may have addressed their shipping challenges.
|Neutral ||Tomlyn20 |
Princeton North, NJ
July 27, 2012
|I have been buying David Austin roses for 16 years. The original ones seem to have been of better quality than those purchased over the past three years. Colors not true to the catalog, incorrect plants received have plagued recent orders,but Angela Folse has been very good about correcting these issues. Failures have been few,but my main problem is with weak canes that cannot hold up the flowers. I am having to support Silver Jubliee and others.
I cannot fault their willingness to put things right, but I have not been happy at losing a year in my new and very successful rose garden. Part of the problem is that DA has stopped selling through all our local nurseries in Princeton and bare root is my only option. I used to buy the roses in pots from baumley's nursery and can no longer get them. So I have switched to other growers with great success.
Company representative comment on August 16, 2012:
On Aug 16, 2012 1:33 PM, David Austin Roses (US) responded with:
Most of our roses gradually change color as they open and mature. Colors can be lighter in full, strong sunlight and may also vary at different times of the year. We try to make this clear in discussions with customers, in our terms of business online and in our catalog (see p118) but will review this to see if we can make it clearer. Varieties with larger flowers such as Jubilee Celebration often nod gracefully on arching stems, especially when young, but we can recommend varieties with a more upright habit for customers who prefer this look in their garden. We offer free advice on all aspects of growing and selecting roses and are happy to advise customers personally if required.
We continue to offer roses to local nurseries across the US, although we have not had enough stock of many varieties to meet demand in recent seasons. We maintain a list of nurseries who stock our roses on our website and can also advise garden centres where to obtain stock if required.
|Neutral ||nitric_acid |
Lathrup Village, MI
June 27, 2012
|I recently ordered 4 bare-root roses from David Austin. No problem ordering. I got what I ordered and it arrived when they said it would.
However, the roses had a lot of mechanical damage, split canes, canes torn off, chunks taken out of canes, etc. The roots were ok. Packing was not good. 4 roses put in a bag inside a box. Nothing tied together and nothing to keep the roots hydrated. These were the lowest quality bare-roots I've received out of the 70+ roses I have growing in my garden.
After two weeks of growing indoors in pots (due to 90+ degree weather), one is leafing out. One might leaf out. The two others aren't doing much.
Company representative comment on August 16, 2012:
On Aug 16, 2012 1:31 PM, David Austin Roses (US) responded with:
We are sorry that the roses were supplied with mechanical damage and are currently checking our records and quality procedures to try to make sure this does not happen again. We cannot trace this customerís order from the details supplied and would be grateful if he/she could contact us directly to resolve the issue.
|Negative ||InsaniD |
June 13, 2012
|Posted on May 18, 2011, updated June 13, 2012
Last year we ordered 5 DA roses. 2 that we ordered had damages to them when they arrived. 'Teasing Georgia' had a split above the graft line and 'Ebb Tide' had blackened stem tips, that despite sanitized secateurs and repeated treatment, keeps dying back.
3 varieties have suckered freely and keep growing non-sucker canes that are abnormally large and fast growing with huge red thorns.
'Pat Austin' is a "nodding" rose - the description makes no mention of this and the stems do not seem sturdy enough to hold the huge blooms, so often break, especially in the rain.
And now it is looking like 2 of these roses may have Rose Rosette Disease. Odd curling of the new foliage, bright red coloring and abnormal thorn growth. Stunted, malformed blooms with colorless streaks.
We contacted DA and talked to Angie last fall about these roses, and she didn't really have any explanation for any of it, but said that come spring, if we were not happy or they had not improved, they would work with us to replace them.
So I emailed last week, and did not get a reply. I emailed at the beginning of this week, and got no reply. I finally had to call on my day off and they started to give me the run around and told me there wasn't much they could do. I explained that that was not what I had been told by "Angie" nor does that jive with what their website says as far as replacement roses go.
So they are sending a Replacement Form, but say that they won't be able to replace our roses until NEXT YEAR - even though I could go right now and order the roses from their site and have delivery this month. So I feel like I am getting the run around.
Wouldn't answer my emails, won't make good on their roses for a whole year. What sort of customer service is this? Not good service, IMO...
If I ever get healthy replacement roses, I will update this review.
On June 13th, 2012, InsaniD changed the rating from neutral to negative and added the following:
Finally received replacement roses at the beginning of May. I had to email them or I really think I would have been forgotten. Of those, only the bare-root 'Strawberry Hill' looked good or healthy. 'Benjamin Britten' had a weeping canker in the graft. 'Ebb Tide' again arrived with blackened end tips that caused the death of the original and there was mottling up and down the stems. Found a few aphids and spider mites on them when they arrived. And they were pruned poorly - 'Benjamin Britten' had two main stems, with "sprays" of growth above (like antenna, with the rose above) and others were bad too.
So I emailed and complained. I said I was destroying these. They were really apologetic and sent me yet another replacement shipment at the end of May.
This time you could tell they had "prepped" the roses. They re-cut the stem tips of all the plants. However this didn't get rid of the issues with the 'Ebb Tide' which is now almost dead - stems are turning black and dying. And the replacement 'Benjamin Britten' is struggling. In part that might be due to shipping and planting these so late in the season. But the pruning of these was bad as well - 'Ebb Tide' had crossed stems that were actually touching! Cuts are level, not at an angle as they should be.
I expect more from DA.
I am sending them an email and asking for my money back.
Company representative comment on August 16, 2012:
On Aug 16, 2012 1:30 PM, David Austin Roses (US) responded with:
This customer ordered 5 roses in 2010. He has since received two sets of replacements. We are sorry for this unhappy experience and can report that, following telephone discussions with Angie from our customer services team, we have made a refund to resolve the issue.
|Negative ||2hard4me |
June 9, 2012
|I ordered two roses from this company on 17 February 2012. I received a phone call in late May they were out of the roses I had ordered in February. They wished to sub some other roses. I replied as long as they were fragrant. Needless to say, they were not labeled as such. They were also sent UPS ground which to Alaska is rather a joke. Two weeks in transit. I am still waiting for new sprouts. Am I happy with my $40 each roses? What do you think?
Company representative comment on August 16, 2012:
On Aug 16, 2012 1:28 PM, David Austin Roses (US) responded with:
We have left a phone message for this customer and are also e-mailing to try to resolve the issue. Due to the climate, roses are shipped to Alaska at the end of the bare root season and unfortunately, with live plant material, plants can be rejected during the final quality checks during packing when there is no remaining stock of the same variety. Our roses are shipped by UPS to Alaska and our tracking information shows these roses were eight days in transit. If the roses fail to sprout after an appropriate amount of time, our company policy is to offer replacements.
|Neutral ||lilaclily |
Lombard, IL (Zone 5a)
May 29, 2012
|Posted on June 16, 2004, updated May 29, 2012
Ordered and paid for FOUR, received TWELVE, when I called to let them know they told me to keep them all with their blessings. That was 2 months ago. 7 of the 12 are blooming and 3-4' tall, the others have many buds and about to bloom. The 2 Mary roses are blooming white with only a tinge of pink, which is weird, but for free I cannot complain. No black spot at all. No complaints here.
On May 29th, 2012, lilaclily changed the rating from positive to neutral and added the following:
I realize that my follow up review takes place at least 6 years from my last order from DA, but more than 1/2 of the total number of roses that I have placed through several years of ordering from them have reverted to root stock (no warning like suckers, etc) and had to be dug up. I expect this sort of inferior quality from Jackson & Perkins, NOT David Austin.
Company representative comment on May 30, 2012:
On May 30, 2012 3:27 PM, David Austin Roses (US) responded with:
If you would like to provide a contact phone number, Michael Marriott our Head Rosarian would be happy to call you to explore your individual circumstances. Michael may be able to discover a reason for so many of your roses reverting to the rootstock and can also offer suggestions on planting depth or on winter protection for unusually harsh winters which may be useful in the future with your zone 5a garden.
|Positive ||LysmachiaMoon |
Waynesboro, PA (Zone 6a)
April 12, 2012
|I ordered a 'Claire Austin' rose in February and it arrived April 4 2012 in excellent condition. (Arrival was timed to our planting season in PA.) Bareroot and only wrapped in plastic, but the stems were green and the entire plant was moist, plump, and fresh. Planted it the next day; by April 9 it is in full leaf. Very pleased.
|Positive ||melody |
Benton, KY (Zone 7a)
April 6, 2012
|Posted on March 23, 2009, updated April 6, 2012
I placed my order over the phone and the staff was helpful and educated. My order arrived when they said it would and the roots are huge. These are obviously well cared for stock. Packing was great and everything arrived undamaged and healthy. I'm already planning my next year's order.
On September 22nd, 2009, melody added the following:
My Abraham Darby's have bloomed their heads off this year. The plants have grown admirably and the gorgeous blooms are always commented on by guests. The helpful descriptions and designations in the catalog were instrumental in letting me choose the rose that would have the attributes that I desired, to thrive in the area where I planted it. I already know what I want next year...and this is from a person who thought they would never successfully grow roses!
On April 6th, 2012, melody added the following:
I just received my 2012 order and the bare root roses are robust and extremely healthy. Thanks for the wonderful service!
|Positive ||Citro |
April 5, 2012
|Posted on February 23, 2012, updated April 5, 2012
Last year I ordered 3 Claire Austin roses very early in the season. I had hoped to plant them in early march. I called in may when I hadn't received them and was told they would be shipping soon. I received them in late may. They never really took off last year, I think because it was just too hot at that point for them to get established.
I've read the reviews here and they say things are better with their new computer system, so here I go again. I ordered 4 roses yesterday, they were friendly and easy to order from. I requested a delivery the first week of April and they said no problem. I'm a little concern that the receipt mailed to me did not mention the date to be delivered. Hopefully I can update this review to positive.
On April 5th, 2012, Citro changed the rating from neutral to positive and added the following:
I received my roses on time and in great condition. The roots were still wet and the roses have broken dormancy. My only complaint is the lack of communication, I wish they had sent an email saying they had shipped. I emailed them and received a quick response that they were on there way. Much improvement over last year!
|Neutral ||DyslexicMot |
April 3, 2012
|Posted on December 27, 2011, updated April 3, 2012
It is disappointing to read the most recent reviews given that I plan to order at least 8 to 10 roses from David Austin this winter. It should be noted that most of the complaints center around customer service and shipping and this mirrors my past experience last year.
In late December of 2010 I ordered 9 rose standards and in the order gave specific comments that the plants must arrive on or before February 12 as I would be leaving the country on the 14th. I do not recall the specific chain of events but I repeated my delivery deadline in a follow up email and received a confirmation. Then it came to pass that the shipment was not made in time to insure delivery by standard shipping. In telephone conversation, they agreed to ship by 2nd day air and the plants were indeed received one day before my flight.
The holes were already prepared and the standards went from box to a willow water soak to the ground within hours. Reading the other negative reviews, the plants were indeed bare roots in a plastic bag with no moisturizing media but they were certainly in quite elegant boxes.
They performed beautifully: planted on February 12, they were in full and very glorious bloom by the 2nd week of April and re-bloomed profusely throughout the year. They bloom lightly even as I write and would likely be in far more generous bloom had I not been over a month late when I pruned then in November. Other than a quickly terminated bout with thrips, there have been no diseases or pests and the same thrips infested other non-Austin roses in the same border.
Itís a great gene pool, a fine product. I doubt every product within the range is stellar - I have a friend who says that Wm Shakespeareís canes are too weak to support itís heavy blooms and my Winchester Cathedral (as a standard) perhaps produces too long a cane for that form but these standards are by far the most satisfying roses I have in a collection that includes quite a few old roses from other sources.
Itís the worst possible situation when a company has a good product but insufficient means to deliver and service the inquiries of its customers. Provided their US operationís culturing is up to par, their deficit lies in the steps from order to shipping and customer service communication and I hope they are aware of the comments made on this site and will make steps to improve their service. I will still order from them in the next few days and then be sure to closely monitor the promised delivery dates.
On April 3rd, 2012, DyslexicMot added the following:
I thought I would follow up after my post of December 27th. On the 29th of December I placed an online order for 35 plants and the charge was posted to my credit card the following day. Knowing that order confirmations were sent by mail, I decided to wait and see what would happen and continued to dig and prep the beds.
By January 25th, Iíd not received a confirmation and worrying that something might be amiss I called to check the status and learn the expected shipping date. After a little checking, I was told that they had shipped the day before and would arrive at my house on Friday, January 27.
I was surprised to find all 35 plants packed into one not-that-large box but they were all well layered within one another and although the box received significant wear and tear from UPS, there were no more than 4 broken roots. They were bare in plastic, the interior of the bag was still humid and all were planted out the same afternoon. They broke dormancy quickly and now 9 weeks after planting most have entered full bloom. (Week of April 2)
It was a good experience in that I received sturdy, healthy looking plants which I expected to perform well even in their first year. However, I donít feel properly thanked - in fact I was not thanked at all - and 35 plants is not an insignificant order. I purchase quite a bit online and in all other cases there is a near immediate reply with a confirmation and a ďThank you for your order.Ē Thatís not much, certainly not a handwritten note from the managing director but that little email is sufficient to make me feel that there has been an effort made to express that my business is somehow appreciated.
|Positive ||AresDraco |
San Francisco, CA (Zone 10a)
March 18, 2012
|Posted on March 17, 2012, updated March 18, 2012
Posted on March 16, 2012, updated March 17, 2012
I ordered a "Ch‚peau de Napolťon" rose from DA. It arrived and I can say, the delivered plant has great roots and many canes. No complaints there.
The problem is the packing. The rose was placed in an empty plastic bag, nothing was included to keep the roots moist... No shredded newspaper, no wood shavings. The only moisture was the water left on the roots from the washing they got prior to shipping. I understand the need top reduce shipping weight, but REALLY?
Also, I was not given an e-mail notice that the plant was on its way, or when it was due here, so when it arrived and was delivered to a neighbor, as requested, it was a couple days before the package was opened.
It is raining here, has been for a week and will be for another week, so it's going to be impossible to plant anything for a while. A heads-up e-mail would have allowed me to get a big pot and some soil in advance.
I sent a message to DA a couple days ago, and so far have not gotten a reply. As I said in my message to DA, this is not the quality of service I expected from what I consider to be a generally fine company.
On March 17th, 2012, AresDraco changed the rating from neutral to negative and added the following:
I have to downgrade my "neutral" rating to "negative". I sent a message to DA and posted here. Not even the courtesy of a reply. I'm in retail, so my expectations from a company to a customer are not unrealistic. It's unfortunate when a complaint goes unattended. Customer service is the only thing that differentiates on-line transactions.
I truly LOVE the Austin roses, though this order was for a non-Austin. rose, and I will always include them in my gardens. It's unlikely I'll order them from this company. That limits my choices, but there you have it.
On March 18th, 2012, AresDraco changed the rating from negative to positive and added the following:
I'm changing my rating back to a guarded positive. Ms Caine at DA has responded to my e-mails with an explanation I find reasonable. I'm still disappointed in the lack of a note regarding the arrival of my package, but that's a UPS issue, not DA.
I will give them another try and this time prepare for unexpected deliveries.
|Positive ||amberroses |
February 2, 2012
|I received 6 roses from David Austin this year. They were all in good shape except one and that issue was promptly addressed by the company to my satisfaction. All of the roses have broken dormancy and some even have new basal breaks on the graft. So far so good. I would order from them again. Maybe they could release Wollerton Old Hall in the US next year... hint, hint.
|Positive ||reeve1 |
Plano, TX (Zone 8b)
January 28, 2012
|Posted on January 26, 2012, updated January 28, 2012
Posted on January 25, 2012, updated January 26, 2012
Well, I dont think things have gotten back on track at DA quite yet. I live in North Texas and just received my order for 4 rose bushes today. I received all 4, they were nice sized, but they were wrapped in a single plastic bag and were dry as a bone, just the same as others have complained about for months. It's pouring rain outside and has been for a few days. I immediately put the roses in a large bucket of water for the usual overnight soak. But, I can't plant them yet because the ground is soaked (I'm sure it's raining at DA in Tyler, too (it's a little over 1 hr drive east from me)! It really would have been thoughtful to receive an email from them informing me that my order was on the way, especially during this rain, or for them to maybe hold up the order until I could actually plant these. No consideration was given in either case. So, I will try layering or potting them up until I can put them in the ground and to see how and if they respond. I am hoping that, with as much rain as we are having across the lower half of the country, that the humidty has helped them to remain hydrated enough to keep from being totally dried out. Some look fine, but it's hard to tell at this point if any are damaged. Sheesh, for what I paid for these, and when you are dealing with someone who actually created some of these roses, you kind of expect that they would have enough professionalism (or even common business sense) to care for and handle these a little better. Minimal effort was put forth in packaging these or handling my order (emailing me or keeping the customer informed, including ANY paperwork in the box, etc.). I specifically wrote "Please let me know when these ship" on the order. But I shouldn't have to. It's aggravating to spend a little extra and justifying it by convincing yourself that you are getting something more than the cheaper providers (in the way of customer care, plant care, knowledge, expertise, plant health, handling, etc.) and then to actually get less. Come on DA. Is it going to take losing all your customers to finally change this? People have complained, you responded that you acknowledged this, but nothing appears to have changed at all. I'm afraid to order anything else.
On January 26th, 2012, reeve1 changed the rating from negative to neutral and added the following:
Angie from DA called me immediately to apologize and send out immediate replacements. They indicated that they have been tracking and keeping close tabs on their packages and had received good feedback from across the country. My package had some how slipped through without the plastic bag being properly closed and sealed up, and they wanted to make it right. So, I'm changing my rating to a Neutral pending receiving the replacement plants. It does appear that they are attentive to their recent problems and are making some effort to fix this. I guess this is a good example of how sudden popularity can overwhelm and potentially ruin a business. But it does look like they are trying to do something to insure this doesn't happen. I'm giving them the benefit of any doubt and will post more if there are any more issues.
On January 28th, 2012, reeve1 changed the rating from neutral to positive and added the following:
I feel like they have made sufficient changes and effort to fix packaging and delivery issues and I really had no problems with anything else. They corrected my initial problem and made it right. For their attentiveness and willingness to accept responsibility to do what's right, I'm changing this rating to Positive. I will try additional orders with them and let you know if I have any further problems.
|Negative ||gardengirlinmd |
January 1, 2012
|I placed an order with David Austin roses, U.S. last winter. I would guess that I ordered in Jan. 2011, or at the latest Feb. I ordered about 15 roses and had plans to start a rose garden using only their roses. I had no special instructions about when I wanted them, just as soon as they could be sent to my area, which is usually mid April. I never bugged them, but when I needed to leave town for a few days in late May, I wondered where the roses were and called to make sure they wouldn't be sent while I was gone. The woman I spoke to said they would be sent after I returned. Weeks went by. I had the area prepared and ready. Finally a box arrived in the last week of June. The bare root plants were dry as a bone in a plastic bag. But the real problem was that I received 3 plants, not the 15 I ordered. Worse still the plants I received were badly damaged. One had a split through the rootstock up into the graft and was totally unsalvageable. The others had broken main roots and were pathetic. I called immediately. I asked where the rest of the roses were and was told they were out of stock. I did ask how that was possible, given when I ordered them, but she had no idea. I told the lady that these plants were unacceptable and that I was not even going to bother planting them. I was told that they dipped the plants in some special solution and that was why they were shipped dry, but there was no explanation of this in the box. I was also told that I would have to wait until next year (spring 2012) to get the rest of my order. She said they had some "production problems" this year. (I want to make it clear that I had checked my email several times between May and the end of June looking to see if I had somehow missed the explanatory emails you might expect in this sort of situation, but had never received even one.) I told her to cancel my 2012 order and to refund me for the plants they sent, which she immediately and politely agreed to do. I can't believe that a company like this would allow this to go on in their name.
If there is someone from DA reading this please make the changes necessary. Why are you based in Texas? How about Oregon and Ohio or Tennessee, like most other companies? Reading the reviews from this year I see that some people received their orders and some had exactly my experience. What really irks me is that several people who got their fabulous roses ordered them long after I did.
I still look wistfully at my beautiful, luscious David Austin catalog. I still have a large area set aside and ready for roses. I keep thinking about whether to give David Austin another chance and can't decide. That's why I came here--looking to see what other people thought. Now I can see that it wasn't just me who had a bad experience. I've thought about calling and asking about whether they've resolved their problems, but what's the use? I might have to wait another year to figure it out. How ridiculous to have to wait a year and a half for roses.
Does anyone know of any other source for these roses? I'd like to buy them in containers so I can see what I'm buying.
Company representative comment on January 13, 2012:
On Jan 13, 2012 1:18 PM, David Austin Roses (US) responded with:
We are very sorry indeed that some of our customers last season were disappointed by the service they received. For some time, alerts from this website have not been received by our management team. Alerts are now coming through correctly and everyone who has left a negative comment on this site should by now have been directly contacted by a senior member of our customer service team.
Following an appearance on a well-known television program, we experienced an unusually high level of demand for our roses last spring. In an attempt to deal with this increased interest in our roses, we appointed extra staff and mid-season, we installed a new computer system, designed to help us improve our level of customer service.
Unfortunately the transfer from our existing computer system to our new system was not as smooth as it should have been. A small number of orders were incorrectly marked as having been shipped on our new system when they were still outstanding. We understand how very disappointing it was for these customers when they did not receive the roses they had ordered last season. We would like to publicly apologize to them and will be rectifying this at the earliest opportunity.
A full review of the issues raised here has also taken place and as a result, several changes have been agreed which will help us to improve our communication with customers going forward. Extra training is being provided to our team in order to help us offer a high level of service to all our customers. We appreciate all the feedback, and encourage any gardener who is not delighted by the service they receive to contact us toll free on 800 328 8893, asking to speak to Angela Folse, our customer services manager.
|Negative ||greekbecky2 |
October 21, 2011
|I've purchased a few times from David Austin Roses and I've never been too impressed with the quality of the bare root roses received. Just today, I called the company about my Christopher Marlow that never really took off last year when I received it. I got a pretty curt customer service rep who told me that there was a one year return policy. Ok, got it in 2010 and now its 2011...isn't that within the one year period? Whatever...I'm done ordering from them and getting 'less than' quality. If I want one of their roses bad enough, I'll just go to the local garden center where I won't get the snippy attitude.
|Negative ||Leeni |
Bryn Mawr, PA
September 22, 2011
|I just got off the phone after asking for advice on how to remedy the persistent black spot on my strawberry hill roses. I have sprayed fungicide and cleaned up leaves below my six bushes but the lower part of the bush is almost defoliated. They are in worse shape than my heirloom roses. The customer service operator's response was go to your local nursery we are in Texas and don't have that problem here. I told her that I purchased the bushes directly from them at the Pennsylvania horticulture society flower show on recommendation from one of their representatives from England.
She kept on repeating the company line that their roses are resistant not immune. She says that they give no technical support and could only advise about roses in Texas. I asked if they were a regional company to which she replied no,so therefore, it is my belief that they should have knowledge about other areas. Very disappointing to find they have done so poorly in fact worse than all my other roses. Will never buy from them again. If you look at the recent ratings 30% of them are negative. Shame on you David Austin.
|Positive ||phdler |
July 25, 2011
|I ordered five own-root bare-root roses from Austin for the first time this year. I was afraid one would not survive as it was one of 3 "Crown Princess Margarets" roses and the only one that had no signs of growth at all, but once planted it caught up with the others and is blooming like crazy. What I did not expect is that the purchases from the U.S. site are converted from dollars to pounds, so I wound up having to pay currency conversion fees. My only other complaint is that I wish they offered more of their roses as own-root.
|Negative ||FDHalloran |
Salt Lake City, UT
June 27, 2011
|I love David Austin's roses, and have had positive experiences in the past. I sent several roses to a friend as a wedding gift and they're doing great. I also grew four varieties in my California garden successfully.
When we moved into our new house in SLC, I ordered two roses. It was early June, and the company emailed on June 14 to say that they could not fulfill my request because it was "far too late" to send roses to our climate. Never mind that it snowed on May 25 that year.
Angie offered to save the order for this year. I said ok, and waited all winter for my order, which was supposed to ship in late March or early April. In March, nothing. In April, nothing. On May 7 I emailed. No reply. On May 16, I emailed the customer service account through the website. Angie emailed to say they were very busy and she didn't know why my roses failed to arrive.
So they dug up my order and sent me a box with one rose. Here's where it starts to get bizarre.
I ordered: one Graham Thomas (my absolute favorite) and one Constance Spry.
Angie emailed that they could not send Constance Spry, and I replied asking for Jude the Obscure or Graham Thomas. Sure, she said.
Here's what they sent:
On June 1: one Gertrude Jekyll. (What??)
On June 1: one Graham Thomas
On June 8: Another Graham Thomas
[Note that when I originally ordered these roses early June was "far too late" but apparently when DA forgets all about you...it's fine.]
So I got two of one rose I like, plus a rose I didn't order, didn't substitute and don't like (scent and color are wrong). Also, note that I ordered two roses and received three. I don't know yet whether I was charged for three roses.
But wait! There's more! I'm pretty sure they're all dead. Yep, dead. Shipped too late, not in good condition in the box, exactly as others have noted here - dry, no packing material, blackened at the tips. I put them in a nice spot, but I think they were DOA. There's no sign of leafing out.
I love the product, and would plant more David Austin roses in a heartbeat. But I will order my plants from another source because the disorganization at the David Austin (US) distributor is just too much. They're very nice but at some point you want things to be RIGHT.
|Negative ||capegarden |
June 11, 2011
|I am very disappointed in the service I've received...David Austin should be ashamed! I've ordered several roses for my Cape Cod and San Francisco gardens from this place...never had a problem until this year. I ordered several months ago; 1 Mme Alfred Carriere and 3 Claire Austins. The reason for our order with PRIMARY to get the Mme Alfred Carriere, but we had had good luck with Claire Austin in our garden on the Cape and I thought I would get a few more for our cutting garden. Firstbof all, I never received a confirmation of the order, so wondered if it had gone through (this was an order on the Web), I followed up and got confirmation they received it, then come April, I hadn't heard anything about the shipping so followed up via email on May 11th, received an email back the next day telling me they would ship the next day. Fast forward to June 1st, I've still not received my roses..I follow up again via email and received an email response telling me they shipped last week and we should have them tomorrow....but, Ooops, a little problem.....we just don't happen to have the Mme Alfred Carriere..out of stock..we can send you one next year!! The whole reason for my order was to get this rose!....no notice, no nothing...I would have cancelled the whole order had the told me this!
We order from countless antique rose places....Vintage Gardens, High Country Roses, Rouge Valley..all family run businesses and they have always been attentive, and certainly if they find that they are outnof stock, they contact us in plenty of time so we can find other sources in tin me for planting season in the same year...David Sustin ought to be embarrassed that his large operations in the US provide such shoddy service...!!!!
Here I had corresponded several time
|Positive ||bookreader451 |
Troy, NY (Zone 5b)
May 18, 2011
|Posted on May 13, 2011, updated May 18, 2011
Once again I received great looking plants. I had nine roses arrive today and I was pleased with the condition.
On May 18th, 2011, bookreader451 added the following:
I planted all the roses I received last week and all but one has already broken dormancy and has new growth. I expect this group to perform as well as my others.
|Negative ||jlshhr |
May 17, 2011
|I placed an order on their website for one bare root rose on May 5, 2011.On May 10, 2011 I sent an email inquiring about them sending shipping notices. I then received an email almost immediately from them saying "Your order shipped yesterday. Regards." That would mean my order shipped on May 9, 2011. I checked the UPS website to find out the approximate transit time to try to arrange for someone to be here with me on the delivery date since I am disabled and did not want the rose to just sit until I could arrange help. UPS stated transit time is about three days. On May 17, 2011 I still had no rose or any shipping info. Then late that afternoon I got an email from UPS saying a shipping label had been created and my shipment had a tentative delivery date of May 20, 2011 but that was all the info I could access at that point. So I called the toll free line at David Austin to find out why I am being told by UPS that my rose shipment had just been started today May 17th when I was told by a David Austin representative the rose had shipped out on May 9th. The woman I spoke with could not explain why and told me that the email I got meant the order would ship as soon as possible. How you get asap out of "your order shipped yesterday.Regards" is a mystery to me! She asked if I would like to talk to the woman who sent the initial email,when I said yes I was place on hold for seconds then told she had left. Then I was told if I would like to talk to her tomorrow I have to call her back! This is the first time I have ordered with them and it is now the last order I will ever place.
|Positive ||lisaaj |
May 13, 2011
|I ordered 3 bare-root Harlow Carr roses, with a first-time customer coupon that helped quite a bit! They arrived on schedule, in early to mid April. I planted the bare roots promptly; they have all broken dormancy beautifully and seem to be off to a great start. If I can find more room in my garden ) : I would love to order more roses from David Austin!
|Negative ||JacquelynsRose |
Woodland Hills, CA
May 13, 2011
|This was my first time ordering roses online. I am starting a new garden and I was hoping to have a positive experience and be able to order the rest of my roses from David Austins collection as they have beautiful roses.
However, my rose (Jude the Obscure) was shipped to me on a very hot week in early May. Because this is my first time I was unaware of timing for shipping bare root roses. I was only told that I would have two weeks from the time of arrival to plant the rose. We were moving in a week and I was planning on planting the rose at our new house in my new garden. Kind of a "garden warming" present.
When I received the rose it was already sprouting new growth all over the 2 canes. Several of the roots were broken and or very small.
I also thought that the rose would have more canes at least 3, (as described and illustrated in the David Austin Rose Cultivation Book) but there were only two small canes.
After immediately soaking the roots in a bucket I called the company to inquire about the condition of the rose and I was told that there is NO Warranty because of the season. I was also told that since it had broken dormancy I needed to plant it immediately. This is very disappointing as this rose was intended to be planted in the ground not a pot.
At this point I only hope it lives or that will just be the cherry on top of this disappointment.
I feel that I was taken advantage of because of my inexperience. Instead of educated and guided to successful roses, the company just took advantage.
The website states two weeks to plant - Not True
Multiple Canes - Not True
Buyer beware, although they speak of a Warranty, there is NO WARRANTY.
|Positive ||sunsign5 |
May 12, 2011
|Received a great looking rose. Quick shipping. Best practical planting instructions ever from any rose company. So far so good!
|Positive ||rowrowroe |
La Place, LA
March 31, 2011
|DA puts out some of the most marvelous roses I have ever smelled in colors I am only blessed to be able to see!
|Positive ||RuthBee |
March 30, 2011
|I purchased a Climbing Heritage last Spring (2010) directly from DA online. It came perfectly and carefully packed. Our weather was so warm that my rose had started growing before I planted it. In a matter of days it had new growth everywhere and it bloomed so much during the Summer I thought it was going to exhaust itself. We had a very unusual cold spell for Texas this past Winter with several days in the 20s and my rose sailed through it without even a burned leaf! I am getting ready to order more thornless from David Austin, I highly recommend them.
|Positive ||dawn83 |
March 30, 2011
|Absolutely wonderful experience with this company. Super friendly and helpful customer service. I planted my David Austins 2 weeks ago and they are already getting huge. Best quality roses I've ever bought!!!!!
|Positive ||ATLGARDEN |
March 24, 2011
|I 2nd the comment from the earlier review about finding it hard to believe anyone could have a negative opinion about David Austin roses. While I have gardened for many years it was always shade gardening. I finally have a sunny yard and last year I purchased 18 roses from DA. These were my first roses ever! I received these bare root "sticks with roots" that I thought they would take a whole growing season to get established. Was I wrong! I planted them just as DA suggests and all of the roses took off like fireworks. Very very vigorous and they all bloomed well the first season and grew several feet. This year all 18 have come back more vigorous then ever and several already have buds in MArch! David Austin Roses made me a rose fan. They are a first class company and Mr. Austin is a rose patriarch in my humble opinion. I appreciate what he has done with these plants. I will definitely order again.
|Positive ||tweeterrabbit |
San Angelo, TX
March 5, 2011
|I have ordered from David Austin for several years now and have always recieved very nice roses. If ever there is a problem, they are more than happy to solve it. The roses grow very well, and are as described. I highly recommend this company!
|Positive ||JonSchneider |
Fleming Island, FL (Zone 9b)
September 30, 2010
|It is hard to imagine that there would be any negative ratings for this company. I have had nothing but complete success with both their bare root plants and their container plants. The plants are generous in size and come well packaged. The other huge plus is the excellent customer service I have had from Angela Fossie. Angie has assisted me with a special order on short notice and her concern would tell you she has genuine/ excellent skills in customer relations. I would rate my experience with David Austin "right up there' with Chamblee's (another top rose nursery)
|Negative ||emerrick |
September 5, 2010
|I received 5 roses from david austin and 5 roses from chamblees the five rose from chamblees within two weeks, are all thriving 3 from chamblees came budded 3 of the david austin roses were fine . pat ausin rose was puny and half dead with two small canes i called they replaced it the other which was the most expensive 25 dollars! was the smallest dead with again two small canes . it died and I called they sent me a form and want a pitcher theyll get a pitcher and they see a 1 dollar rose that i could have got at kmart.the problem is you excpect to get what you pay for and like rolls royce . or chamblees they have a reputation . take my advice buy from chamblees and if youre buying perenials buy from sooners never had to return from these companys they are the rolls royce of the online nurserys.and buy the way kept all my roses moist planted in top soil and black compost with 6 hrs of sun.
|Positive ||67red1 |
August 30, 2010
|I have had orders from several companies over the past 10 years and my experiences have been totally disappointing. But then I tried ordering from DA. I could not believe the large rose bushes I recieved from DA. They have been in the ground for over a year and I have just convinced my wife to pull about five department store roses and replace them with DA roses, because their roses were the only plants to go throughout the year without any pest or disease problems and they really look good!! I also, proved to my wife that you might spend more than you would at Target or Wal-Mart, but it is worth a lot more, too.
|Positive ||rfsk |
June 21, 2010
|Posted on April 19, 2010, updated June 21, 2010
Quality: The most robust roots, the thickest and healthiest stems. I planted the numerous (over 30) roses I ordered this year and most have already sprouted leaves! By contrast, the other rose bushes from other companies are struggling and I do hope they will survive. The weather has been erratic this year... in the 70's earlier this month (unheard of in zone 5) and now down in the 50's so it is comforting to see that the Austins are doing so well.
Service: Incredibly patient. As I was planning the garden, I changed my mind a few times. Each time, the representative did not flinch and continued top roll with the punches. Moreover, there was never a mix up on any of the orders. She was also incredibly responsive. By speaking virtually several times a week, we were able to precisely coordinate the shipping of the roses so that I could plan the timely completion of the plantings.
On June 21st, 2010, rfsk added the following:
It is now mid June and every David Austin I had planted earlier this season is covered in an array of beautiful blooms. I am certainly looking forward to ordering more next year.
|Positive ||mickeyj1 |
June 16, 2010
|i just made my first purchase from DA roses and i couldn't be happier. being impatient to plant my mothers rose garden i went against the advice of the CS representative as to the correct planting time for my area. nonetheless they shipped my roses except for two of one variety that would not be ready until the spring. what follows gets even better. my roses arrived shortly after our conversation very well packed with plenty of moisture on the roots.after following all included instructions i heeled the bushes in for a week until final bed preparations were complete and then proceeded to plant. new growth on all 6 roses within two days and progressing nicely. mom stated she never saw such nice robust plants as these anywhere else. cannot wait until spring to order many more as soon as the rose bed is increased in size to accomodate many more. i am one extremely satisfied customer. i will continue to update my roses progress.
|Positive ||MorsisX |
Lockport, IL (Zone 5b)
May 26, 2010
|Posted on June 10, 2008, updated May 26, 2010
Simply put, Superb!
The climbers I ordered are far and away the most vigorous I have ever seen. Your customer service was exemplary in assisting me. The planting guide has proven invaluable.
I will absolutely return for more of your signature English Roses!
On May 26th, 2010, MorsisX added the following:
Needed to chime in again as this company has more than impressed me with the quality of their bare root roses, their customer service, and value.
They have worked with me to find the right roses for my area (zone 4 climbers are not the most common...). And their recommendations have been spot on!
This company sticks to their product. After having a few roses fail (my zone 4 issues, my fault really), they were more than happy to replace them with roses that are more cold hardy.
When ordering, please call them, they will walk you through your selections and help you out immensely!
|Positive ||artcats1 |
Salt Lake City, UT
May 1, 2010
|Last spring I ordered about 12 climbers and one bush fl from Dave Austin. Here in Utah the weather is pretty brutal. Strong winds, dry air, hot hot summers and freezing winters- oh and late spring freezes. Mildew is the only thing we don't have. I expected loss of about 1/4 of the bareroot I put in. They all survived and are doing great! My orders were available and they arrived quickly and in fine condition. Second the plants rooted in well last year and I had flowers- which I did not expect. The winter freezes did only minor damage to the climbing canes so I will have a rose hedge much faster than I had thought. This spring these roses are already growing very vigorously and the last three nights of freezing temps/dry winds hasn't seemed to bother them. I am very very happy. The only downside I can say is that one of my chickens loves to eat the leaves off of one of the bushes so I will have to fence it. I am ordering more bushes this year.
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