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, repeat-flowering and disease-resistance of modern roses. Over 250,000 new seedlings are grown and assessed every year at his nursery in Albrighton, England. 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 100 page 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, either grafted onto Dr Huey rootstocks or as own-root roses and several varieties are available as tree roses on 3ft canes. All our roses are shipped at the correct time for planting in each area together with a booklet of detailed cultivation instructions.
Books, gift vouchers, fine art prints and other stationery items are also available.
We are proud that David Austin Roses is a third generation 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.
b_schr Wayne, NE (Zone 4b) (11 reviews) May 3, 2017
This is the first year I've ordered David Austin roses directly from David Austin. I see that on this side of the pond they're distributed out of Texas. I had gotten Austin roses before through other distributors such a J&P, Wayside, etc. I have gotten bare root roses for many years. These I got from Austin directly look just as healthy as other bare roots before have appeared when putting them into the ground. Being in zone 4, I went to own root roses for the last 20 or so years (out of *way* more years than that). I have been pleased to see more Austin roses appearing for zone 4. Before that, the Austins I bought were usually z5, but as long as I mulched well or buried them for winter, they almost always did fine. Mary Rose is one of my favorites.
Whenever I plant bare root anything, I water with a hose as I plant, making sure there's a good 'soup' in the bottom under and around the roots, and fill the rest of the hole only when I'm sure the roots are well 'souped'. Cuts down on the chance of air pockets below the roots after planting. Then I water deep the same way every 2 or 3 days the first month unless there's a good rain here. After than they're on their own unless there's a period of extreme heat or dry weather. Even then I'm afraid I should admit to depending on divine protection a bit.
These that I ordered directly from David Austin arrived well packed and still quite moist. I did put them in water for a few days because it was a rainy period when they got here.
Posted on May 13, 2011, updated June 3, 2016
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!On June 3rd, 2016, lisaaj added the following:
I waited a couple of years after planting my 3 Harlow Carrs and also one Scepter'd Isle (all bare root) to see how they did; they have been fabulous, so this past March I ordered Lady Emma Hamilton, Lady of Shallot, LD Braithwaite, Susan William-Ellis, Wollerton Old Hall, and Scentimental (all bare root). They came in early April, I planted them, and I can't believe the new growth and that three of them are already blooming! They look well-established already, after just a couple of months in the ground. These are fantastic roses; I especially love their fragrance, sheer quantity of blooms, toughness, health, and the fact they intermingle well with other plants. Will absolutely order more from David Austin Roses (Texas), when I have more spots to fill in my garden.
lurchy Derby, United Kingdom (2 reviews) May 28, 2016
Having been a loyal customer of David Austin roses and have always been satisfied with my purchases my last purchase was very disappointing.I ordered three bare rooted roses from them in 2014, to be honest I didn't think they looked that good but you have to give them a try.Two failed one of which I know is a good rose Brother Cadfael as I've already got one also bought from DA.Both roses look like a couple of twigs with the odd bit of weedy growth coming off them.
So today I thought I'd ring them although out of guarantee period to hopefully get replacements or a refund.The customer care advisor asked if I'd watered them, I said yes I'd watered them in well when planting them.Oh no she said they need watering every other day, well I'd not heard that and none of my other roses have needed that kind of watering. I live in England for god's sake it's watered most days that time of year.
So I'll replace my twigs with roses from somewhere else next time and beware all you rose buyers out there, don't listen to the hype, buy container roses where you can see the foliage and what condition your roses are in before you spend your money.
Posted on February 28, 2015, updated April 29, 2016
Leave positive feedback now for got what I am looking for. Some gardeners not recommended but I wants to try for first time.But there is few other downside about this company. I now no longer order grafted bare roots anywhere online, always disappointed me. Good thing is DA offers own root roses, so I choose to ordered. Not a robust healthy roots, I would say ok standard but own roots are much reliable than grafted. Packaging was minimum, just plastic bag in the box not provided moisture for a week shipment. Price and shipping also fine for me neither good deal nor too expansive. Order took about a month to ship. My first order was placed beginning of January and arrived in February, it\'s exactly shipping time for west and south on their website. I immediately ordered second one with note to SHIP ASAP, over 2 weeks no shipment was make and I pushed to ship my roses. I can\'t wait until March which is too late to growing roses in California. I will follow up and how their roses doing in my garden. On April 29th, 2016, bluebuster77 changed the rating from positive to negative and added the following:
Anything I bought from this company weakly growing and one of rose I bought last January all canes brown and died, company response to replace rose in next year without asking options. No way I cannot wait until next year, I'm going to withdraw my money back from credit card company. Never ever buy from David Austin roses from this company
This spring, I ordered David Austin roses from three sources: David Austin US, Heirloom Roses and Cattail Creek Gardens.
Long story short, if you are ordering for your own garden and would like to receive the correct rose(s) packaged perfectly with great customer service but are on a budget, order bands or established plants in pots from Heirloom Roses. Their bands are good-sized and will grow quickly. Prices are reasonable, they often have specials.
If you need a larger potted Austin for yourself or a gift with incredible presentation (Austin logo pot, tags and all) and amazingly packed with great customer service, order from Cattail Creek Gardens through Amazon. Pricier, but well worth it.
If you are an experienced gardener who isn't freaked out by bare-roots thrown in a bag (roses are actually quite tough), or small starts that arrive looking like they've been dumped upside down with all the soil strewn about and broken canes, by all means order from David Austin's US facility in Tyler, Texas. I must say that outside of the cavalier approach to customer service, the roses are all doing nicely.
I must warn that as an added bonus you also get a chance to play "rose roulette" when you order from David Austin US. Guess which rose they sent you? It sure doesn't look like the one you ordered! But hey, they'll cheerfully tell you how the first blooms often don't look like their supposed to. Gee, I wonder when my apricot rose will magically transform into the clear yellow one that I ordered? Didn't even bother contacting them about this second mis-mark, because I just wasn't in the mood for more nonsense after the line they gave me about the Munstead Wood they sent which actually looks exactly like Sophy's Rose. Perhaps next year it will resemble what I ordered!
All I have to say is that I'm from AZ and this ain't my first rodeo...I'll be ordering my Austin roses from Heirloom or Cattail in the future.
Posted on February 25, 2016, updated April 15, 2016
I ordered 4 own-root roses from David Austin a few weeks ago - Munstead Wood, Claire Austin, Charles Darwin, and Princess Alexandra of Kent. I specifically stated \"absolutely substitutions\" on the order form, because it took me about 3 weeks to make my final decisions. Two days after placing the order, I sent a follow-up email that the only substitutions I will allow them, is for the grafted version of the rose being substituted. I immediately got a response from customer service stating that my order will be shipped as is within a couple of days. I received my order 10 days from the order date(Texas to Hawaii). SPECTACULAR!!! The roses were carefully packed in a plastic bag, and the roots were soaking wet and healthy. Everyone has been complaining about it just being in a plastic bag, but if you think about it, the bag is containing all the moisture and it\'s saving you shipping cost!
The plants were soaked for a few hours, and immediately placed in the ground with an adequate amount of good compost and steer manure, plus a cup of bone meal. Today, Princess Alexandra already has shoots. I will update my review once the plants bloom, to make sure they are what they say they are.On April 16th, 2016, brandoncakes added the following:
Munstead Wood was the first to bloom after one month in the ground(bareroot to flower). It put on quite a show with about 5 deep/dark crimson blooms with a gorgeous scent! Princess Alexandra of Kent was next, following Munstead Wood by one week. No scent in those blooms, but I'm guessing it comes with age(like my Dublin Bay and Joseph's Coat roses). Charles Darwin just spit out its first blooms yesterday, but they were peach...not the grand yellow all the sites/catalogs say. Just like Princess Alexandra, no scent. Today Claire Austin bloomed. Beautiful globular flowers with a slight scent. I'm assuming she too will get better with age. I'm thinking of pulling some of my current roses out and getting more Austin's. Don't know how they'd hold up in year-round sun here in Hawaii, but we'll see.
Pinetucky Swainsboro, GA (Zone 8b) (46 reviews) March 10, 2016
The roses I have received from David Austin have always been wonderful. On my most recent order, one of the roses I received was incorrect. I contacted them about the mix-up, and Angela responded quickly to send the correct rose out. Great roses and excellent, professional customer service - cannot ask for more.
I placed an order for approx 50 roses last season. The order was complex due to the number of varieties represented. I received the order at the appropriate time for planting bare root roses in my area. Most of the roses did extremely well despite our hot humid summer, and a slow start initially budding out. A few didn't survive, and Angie arranged replacement of the those quickly, without hesitation and accurately. I will do business with David Austin USA again! Very professional (and beautiful roses).
Posted on May 15, 2015, updated May 30, 2015
Received 6 bare-root roses which were fine. The tree-rose however had 3 canker sores. I submitted pictures and emailed them to Angie and to US customer service. Never heard back.
Subsequently I emailed the service center in the UK, received an answer within 24 hours, confirming the canker spots and offering help to resolve this matter.
Until we have received a replacement Tamora tree rose- a healthy one this time- we will block our credit card for this transaction.On May 30th, 2015, lientje changed the rating from negative to neutral and added the following:
I received a new tree-rose, Tamora was not available but Lady Hamilton is a good substitute. The rating was changed to neutral and not positive due to the slow communication process.
I had a very pleasant experience. I ordered Queen of Sweden last year for Mother's day. They were delivered on time in container with some buds which was great! This year they are FABULOUS! They make my mom very happy! ordering more for my mom's bday! Thank you!
I received the eight roses in February from David Austin roses. They were a mix of own root when available and grafted when own root was not available. They arrived bare root, moist and healthy.
I planted several in pots and several around the yard. The potted roses are already full of bloom. The ground planted roses are half the size of the potted ones. I am impressed with the quality I received.
I ordered several DA roses this time last year from Heirloom Roses before they raised their prices. The skinny sticks I received from them do not compare to the DA roses from David Austin. Now the prices are the same I'll continue to order from David Austin.
Just came in after walking around my yard and I am so pleased with my purchase of roses from David Austin that I needed to write in. I absolutely love the catalog and I keep it all year as a staple on my coffee table as I dream of what I should purchase next... I now own 4 different David Austin roses, and decided to give the climbing variety a try this year. As they grow taller, I am getting more and more excited! I have the bush variety of The Dark Lady and it produces the most spectacular blooms I have ever seen! Cant wait for next year, I have a feeling I will be purchasing new roses each year. I never thought of myself as a "rose person" but I am so completely bowled over by the "cabbage" look that I guess I am now..though I think Im more of a "David Austin person"!
We bought 3 roses from David Austin Roses this spring. We agonized over the catalog because it was so difficult to narrow our choice down to just three. We settled on Munstead Wood, Our Lady Of Shalott and Queen of Sweden. We live in the high desert of New Mexico and we can get pretty hot. It was starting to get hot right after they got planted. The sun is very tough here. These plants never missed a beat and 2 have already bloomed and the third is loaded with buds. We couldn't be happier with this company. The plants were shipped when they said they'd be and they arrived perfect.
Gully Ellicott City, MD (14 reviews) June 11, 2014
Posted on June 6, 2013, updated June 11, 2014
Posted on May 29, 2013, updated June 6, 2013
Posted on May 28, 2013, updated May 29, 2013
Posted on May 25, 2013, updated May 28, 2013
Not great service so far. Ordered a container gift rose which was to be delivered on 5/23. No rose and it is now the weekend and I am afraid this rose is sitting in a mailroom somewhere suffering and will be stuck there til Tuesday.. Sent an e-mail yesterday asking about the status and no response so far - most likely they are off for the Memorial day weekend.which is not encouraging. Will update this status when/if the rose arrives.On May 28th, 2013, Gully changed the rating from neutral to negative and added the following:
No delivery and no response to the e-mail inquiring about the rose which should have been delivered last Thursday. Will call them tomorrow and try to cancel the order. On May 29th, 2013, Gully changed the rating from negative to neutral and added the following:
Received an e-mail from Angie at David Austin Roses today. Here is the exact message I received....
"Thank you for your email.
I am afraid our website may not have been clear in shipping times for container roses, my apologies.
In order for you to recieve the roses in good shape, we will ship so it will not sit over the weekend and you will receive by Friday.
Since it is 4 working days to your area, we did not ship the week we received your order, then the Holiday weekend slowed us as well because we missed a shipping day.
Your order is scheduled to ship on Monday June so you will receive by Friday.
I am very sorry for any misunderstanding or delay and the delay in gettin back with you. For you trouble, I am happy to refund your freight for you, I hope this might help a bit.
I certainly appreciate the offer, but feel that the site needs to state gift container rose shipping information either on the gift container information page or on the order page. The response felt like a form letter, as you can see the dates for when my order will ship are not filled in. "Monday June" is not very helpful.On June 6th, 2013, Gully changed the rating from neutral to negative and added the following:
The rose finally arrived today. The box looked impressive, about 4 feet tall. Too bad the rose was only 10" in height. Nothing to keep it from moving around so one of the two main canes was broken in half. Overall, not a good experience. Will purchase my future roses from Romence Gardens. On June 11th, 2014, Gully added the following:
The rose did not survive the winter.Company representative comment on June 27, 2013: On Jun 27, 2013 2:04 PM, David Austin Roses (US) responded with:
We are very sorry for the upset and inconvenience caused. Our container roses are shipped by UPS on Mondays and Tuesdays (and Wednesdays within Texas) so that they are delivered by Friday the same week and do not sit in the UPS warehouse over the weekend or a holiday.
We are in the process of having a new website built, which we hope will be much more informative and user friendly when placing orders.
The container roses that we ship are 2 year old plants that are freshly potted each Spring. Each rose that we ship is selected for having healthy, even foliage and buds. The rose will soon develop and grow once planted. We have also found that the shorter plants generally arrive in better condition as they can be secured into the box to help keep them intact when thrown around in transit. We are very sorry to hear that your rose was not adequately secured and been damaged in transit. We are always happy to replace plants that are damaged in transit.
lilaclily Lombard, IL (Zone 5a) (33 reviews) March 2, 2014
Posted on July 1, 2013, updated March 2, 2014
Posted on May 29, 2012, updated July 1, 2013
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.
On July 1st, 2013, lilaclily changed the rating from neutral to negative and added the following:
Another year and even more roses reverting to root stock. Out of all the English roses that I have ordered from David Austin, I am left with very few that are still true to what I purchased. On March 2nd, 2014, lilaclily added the following:
My apologies for not seeing the company follow-ups until now (dead of winter).
Oddly enough, DA roses purchased from other companies have NOT reverted to root stock. I would think that if it were a problem with me and/or my zone, the problem would have occurred with those roses as well. Yet those have all stayed true. I'm a pretty knowledgeable gardener who knows how to plant and take care of my roses, and also when to take the blame for when a plant fails to thrive. Considering the number of years that have passed as well as the number of free roses I had gotten from their mix-up back in 2004, I'm certainly not looking for replacements or refunds. I AM, however, rating my experience and explaining why I would not order from David Austin Roses again.
Company representative comment on July 20, 2013: 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.
On Jul 20, 2013 11:27 AM, David Austin Roses (US) added:
We are sorry to hear that you are still experiencing problems with your roses reverting to root stock. If you would like to call our Customer Service department on 800-328-8893 or send an email with some photos to: firstname.lastname@example.org with your contact details, we will be happy to try and help you.
Poor customer service. I placed 2 orders for roses. They charged my credit card yet were unable to ship due to the time of year. I understand and respect their policy to not ship roses during the time of year they will not have the odds of surviving as new plants. Yet, 9 months later I recieve a delivery with 2/10 roses missing. Several phone calls to Customer service (since the supervisor never returned contact after representatives telling me they can't help me- wow, what an easy way to avoid issues. I cant help you and my supervisor will never call you back) I will never again order from a company who feels it is ok to take your money and not provide what you bought. I'm screwed since it was so long ago when my credit card was charged, I can't dispute it this far out. How convient for them to charge us and state to deliver when the weather is better and provide what they feel like, even with my 2 confirmation emails of what I ordered (and paid for) in disrepancy from invoice of what they deleivered. I thought ordering expensive roses was a good idea- well the ones I got are now even more expensive. I hope they live- can only image how they would honor this "1 year gaurentee". BEWARE
When you speak to customer services- expect snippy, catty females who blame you- yes the customer for the errorCompany representative comment on March 26, 2014: On Mar 26, 2014 10:14 AM, David Austin Roses (US) responded with:
I am very sorry that you were not happy with the way your purchase from our company was handled and I can assure you that we aim to return all calls in a timely and courteous manner. I do take this matter seriously.
As part of the credit card compliance, we have to take payment at the time the order is placed as we do not keep credit card details on file, either physically or electronically, for your security. This guarantees your order in our system and the roses are shipped at the correct time for planting in your area. This may be the following season if the temperatures are past recommended planting time in your area, but in this case, we will contact you to discuss how you want to proceed.
I have looked at your orders and see that the roses on one of your orders were not included in the offer code you used, so unfortunately did not qualify for a free rose. The other order did qualify for a free rose and I can see that this was missed when your order was shipped. This was our error and I apologize sincerely for the inconvenience and upset caused. I hope that the additional rose we shipped with your offer rose in some way made up for this.
All our roses shipped during planting time are covered by a 1 year warranty and we replace all roses that do not make it the following season free of charge. We do appreciate all our customersí business and if you experience any further problems with your roses, please do not hesitate to contact us and I can assure you that we will take care of it for you.
Last year February, I ordered a Darcey Bussell tree rose. I had no problem with the planting. Very detailed instructed were provided. This beautiful tree rose bloomed time and time again. I couldn't be more pleased. This rose tree grow about 1 1/2 feet. The blooms are a beautiful crimson.
I have purchased and grown David Austin roses for several years. One rose bush failed to grow and was immediately replaced. I couldn't ask for better customer service.
I have found that I really like the tree roses. I just ordered a Charlotte tree rose. I already have a Winchester Cathedral bush nearly by. I had a Shakespeare 2000 in Wisconsin that I loved, but have not been able to find another.
I grew up in Texas and was always proud of Tyler as the rose center of the US. Now Tyler represents David Austin roses in the US but has a rating of 3 positive, 1 neutral and 4 negative for the year - the ratio matches the prior 2 year's records also. A company survives on reputation only - the light is going out on yours (note the few rating comments you even receive anymore).
You apparently have an overworked or indifferent staff for handling your product and customer communication - that is ashame.
I ordered 3 Austin container roses this month, Eglantyne, Sharifa Asma, and Young Lycidas. The packing was great - super big, super sturdy cardboard boxes which were secured strongly, yet easy to unpack. So far, Eglantyne and Sharifa Asthma look pretty good. Young Lycidas, however, is light pink (almost white in the sunlight) as opposed to dark pink with tiny blooms 1 1/2 inch in diameter. I sent a photo to the Austin representative who explained that sometimes roses fade in the heat and I should let it acclimate to my climate and write back. I doubt it is the right rose but we'll see.
jazzy1okc Oklahoma City, OK (2 reviews) June 24, 2013
Posted on June 18, 2013, updated June 24, 2013
Posted on June 17, 2013, updated June 18, 2013
I work at a large, local, family-owned nursery and usually purchase all of my plants there at a very nice discount. I could have purchased any number of lovely roses where I work. However, because so many of my friends who grow roses swear by David Austen, and because I so admire the founder of the company, I poured over their lovely, well-written catalog and website and ordered three roses. When the order arrived, two of the three roses were exactly what I had requested. I was beyond thrilled. However, one, which was supposed to have been a deep red rose, bloomed apricot.
Not one to waste plants, I found a spot for the rose and, on the advice of a former DA employee with whom I work, sent a gently worded email to DA. I received a kind, timely, and businesslike response that included an invitation to order a cost-free replacement rose.
When I ordered a replacement rose, thinking that DA's stock of the variety I wanted might be depleted by mid June, I authorized DA to send me any rose from a list of several options that, having done my research, I knew would grow well in a container in my area. I even authorized DA to send me a rose that was NOT on my list IF they had one that was NOT PINK and would grow well in a container in my area.
I was so happy when a lovely container rose, clearly marked as the deep red variety I had originally ordered, arrived last Friday. However, when it bloomed yesterday, the rose was obviously pink. Because I no longer have space for a rose, I had planned to give this rose to a friend who had lost her home in one of the recent tornadoes. I know my friend's likes and dislikes very well and had chosen accordingly. I do not want to purchase another pot and grow this rose. I will find a home for it, but it is not a rose I want.
I have sent another email to DA, along with a photo of the rose I received, and am waiting to hear back. I understand that mistakes can happen. I truly want to continue to do business with DA and would like to be able to recommend this company to other gardeners. However, in order to do so, I need tangible proof that DA can do what they say they will do. I want them to make good on their offer to properly correct their error.On June 18th, 2013, jazzy1okc changed the rating from negative to neutral and added the following:
I am changing this rating to neutral because the US Licensing Manager for David Austin called and emailed me today to say that she had gone to the shade house and viewed the Munstead Wood stock. All appeared, she said, to have turned bright pink, perhaps as a result of the heat. She also looked at the list of substitutions I had authorized and recommended two which, in her opinion, looked very good. I sent an email requesting that she send the best looking Carding Mill rose in stock. I will gladly change this rating to positive should the company follow through and send me the correct rose in good shape for planting. On June 24th, 2013, jazzy1okc changed the rating from neutral to positive and added the following:
I received the Carding Mill four days after sending an email. Considering the heat, and that it could easily have ended up stuck somewhere over the weekend but did not, it looked pretty good. I have also discovered that the original "mistake rose" is most likely a Carding Mill as well! It is now on its second flush of bloom since being planted in the border so I hope the new Carding Mill will do as well in a pot. I gave the so-called Munstead away to a good friend. I will post again should the pink rose decide to turn deep read and be a real Munstead.
GStickler Marshallville, GA (Zone 8a) (9 reviews) June 13, 2013
The quality of the roses was fine. Customer service is almost non-existent.....they either don't respond to e-mail inquiries or don't follow through with requests. Very unaccommodating...poor, poor way of doing business. I will find my roses elsewhere from now on. You'd think with a brand name like David Austin that they would be top notch in order to protect that brand name.....no way, no how. It doesn't seem to matter to the people in the Texas office one way or the other after they've received your money. Company representative comment on June 27, 2013: On Jun 27, 2013 2:57 PM, David Austin Roses (US) responded with:
Please accept our apologies for the upset caused regarding your order and for the poor customer service you received.
Someone outside David Austin Roses posted a David Austin coupon code on the internet this year, without explaining that it required certain varieties to be bought to take effect. This was totally outside our control and has been a big problem for us this year.
Our current ordering system works in such a way that a special offer only becomes active if the conditions of the code are met - i.e. the specified varieties or quantities have been ordered. Our current website assumes that the customer knows the requirements of a coupon code when they select it and order accordingly. Orders placed through our website then feed automatically into our order processing system and we don't see the offer code on the order confirmation to know that the requirements have not been met and alert the customer.
We are in the process of having a new website built which should flag to the customer that the requirements of an offer code have not been met before they proceed to the payment page.
We would like to apologize to all our customers who experienced this problem this season for any upset and inconvenience caused.
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. Company representative comment on June 27, 2013: On Jun 27, 2013 3:20 PM, David Austin Roses (US) responded with:
We are very sorry for the upset caused by the late shipping of your order.
We ship by zipcode (and 10 day weather forecast for each area) and your area in MA is flagged for shipping in April. I can see that your order was shipped at the very end of the month and I apologize for this.
Our roses come with a 1 year replacement warranty, so if they did not make it, please contact us and we will be happy to arrange replacements for you next season.
In future, if you would like your roses to be delivered by a certain date, please let us know this when you place your order and we will be happy to arrange this for you.
HeidiNH Brentwood, NH (Zone 6a) (11 reviews) 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.
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.
May_Z Grass Valley, CA (Zone 9a) (9 reviews) 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.
rosepetal2 Danvers, MA (8 reviews) 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.
Tomlyn20 Princeton North, NJ (1 review) 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.
nitric_acid Lathrup Village, MI (1 review) 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.
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.
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.
LysmachiaMoon Waynesboro, PA (Zone 6a) (2 reviews) 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.
melody Benton, KY (Zone 7a) (41 reviews) 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!
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!
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.
AresDraco San Francisco, CA (Zone 10a) (5 reviews) 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.
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.
reeve1 Plano, TX (Zone 8b) (48 reviews) 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.
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.
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.