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|On Jun 11, 2014, Gully Ellicott City, MD wrote:
Posted on June 6, 2013, updated June 11, 2014
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.
On Jun 11, 2014, David Austin Roses (US) responded with:
"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.
|On Mar 2, 2014, lilaclily Lombard, IL (Zone 5a) wrote:
Posted on July 1, 2013, updated March 2, 2014
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.
On Mar 2, 2014, David Austin Roses (US) responded with:
"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: email@example.com with your contact details, we will be happy to try and help you.
|On Feb 21, 2014, SL1234 Katy, TX wrote:
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
On Feb 21, 2014, David Austin Roses (US) responded with:
"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.
|On Dec 30, 2013, BethSimmons1 Atlanta, GA wrote:
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).
|On Jun 13, 2013, GStickler Marshallville, GA (Zone 8a) wrote:
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.
On Jun 13, 2013, David Austin Roses (US) responded with:
"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.
|On May 18, 2013, Jay11 Cambridge, MA wrote:
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.
On May 18, 2013, David Austin Roses (US) responded with:
"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.
|On Jun 13, 2012, InsaniD Columbia, MO wrote:
Posted on May 18, 2011, updated June 13, 2012
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.
On Jun 13, 2012, David Austin Roses (US) responded with:
"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."
|On Jun 9, 2012, 2hard4me Juneau, AK wrote:
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?
On Jun 9, 2012, David Austin Roses (US) responded with:
"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. "
|On Jan 1, 2012, gardengirlinmd Hagerstown, MD wrote:
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.
On Jan 1, 2012, David Austin Roses (US) responded with:
"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.
|On Oct 21, 2011, greekbecky2 Pittsford, NY wrote:
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.
|On Sep 22, 2011, Leeni Bryn Mawr, PA wrote:
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.
|On Jun 27, 2011, FDHalloran Salt Lake City, UT wrote:
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.
|On Jun 11, 2011, capegarden Boston, MA wrote:
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!
|On May 17, 2011, jlshhr Stafford, VA wrote:
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.
|On May 13, 2011, JacquelynsRose Woodland Hills, CA wrote:
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.
|On Sep 5, 2010, emerrick Selden, NY wrote:
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.
|On Apr 19, 2010, MartBright Centre Hall, PA wrote:
I haven't had the greatest luck with David Austin. The first order I placed this year they had to call me because they lost my order but somehow had some of the information (like my credit card #!). I had to look up what I ordered myself and get back to them. So keep a record of what your order because they don't, it seems. I received my second order today, missing one rose and with a major root on one of them broken. I called them and they didn't know why the one was missing--I had to tell them which one it was and finally they told me it was sold out. And of course that's the one I most wanted and why I placed the order in the first place. They are supposed to substitute and didn't--but they still charged me so I had to go through giving my card # again so I could get a refund. I just hope they can do that right. If a rose is sold out they should put that on their website. They also blew me off about the broken root. The rose only had three roots to begin with. So we'll see how that one does.
|On Apr 12, 2010, kitsuneneko Knightdale, NC wrote:
Warning! Do not buy bareroot David Austin roses. The company is not careful about shipping the bareroots dependent on weather.
On Apr 12, 2010, David Austin Roses (US) responded with:
"On Apr 20, 2010 1:37 PM, David Austin Roses (US) responded with:
We do our best to supply roses at the right time for planting and are sorry that, due to this year’s unusual weather conditions, we have failed to do so in your case. When our customer service representative spoke to you recently, we did not realise that a refund would be acceptable to you. We are sorry about this misunderstanding and are happy to refund your purchase if you will contact us again. Please call our freephone number 800 328 8893 and ask to speak to Angie. The shipping zones information can be found on our website http://www.davidaustinroses.com by clicking on ‘Deliveries’ on the top menu bar and then on ‘For details of our shipping dates for each state click here’ which is underneath the first paragraph, which is titled ‘When to expect shipment’.
|On Jul 7, 2009, leisure500 Indianapolis, IN wrote:
Got a Lichfield Angel last year from David Austin (US).
|On May 26, 2009, Rebecca123 Webster, NY wrote:
Last year I had great success in buying David Austin Roses. This year, not so much. I bought 8 roses, and they came with mold and broken roots. I also live in upstate NY and have had nights of frost as they were delivered at the end of April. (I did cover them.) One died, two are not doing so well. The others I think are going to make it although I am disappointed by the response by DA Roses. I called and all I got was a voicemail. I called, in total, 5 times over a month before I finally got a human. I got two call backs, but it was weeks after my first call. Although they are currently replacing 3 of the roses, I have to admit I am suprised by the slow response. I have read the company's comments and if the main branch corporation cannot supply you with enough help during the busy season then they should not be surprised if they begin to lose customers. (I understand your dilemma, but this is not the way to cut costs so hopefully this will be corrected next year.) Quite frankly it is a shame because I had such good luck last year and I so very much love the roses!!!
|On Sep 6, 2006, kimsuki Ferndale, WA wrote:
I have grown HUNDREDS of roses over the years (including some DA roses) and even now have over 30 in my 1/3 acre yard. My friend and I ordered 12 DA roses. We asked them to ship earlier than their normal time (May) because here in the Pacific NW that is late to plant roses. They arrived in May (late May? June?) and we planted. Four of our roses did not make it. We asked for replacement and they did not respond, finally I called in late winter and they said they would send replacement next spring. Never arrived. I had to call again and they said they were out, they would send replacement NEXT spring. So we will have to wait another year.
On Sep 6, 2006, David Austin Roses (US) responded with:
On Sep 6, 2006 11:05 AM, David Austin Roses (US) added:
|On Jan 15, 2006, WigglyPaw Hastings, MI (Zone 5b) wrote:
I ordered Eglyntyne as an own root grown, and received a grafted model. ugh. I did call and inquire and received nothing but a curt attitude and a fare-thee-well. Sorry Charlie and all that.
On Jan 15, 2006, David Austin Roses (US) responded with:
On Jan 16, 2006 8:49 AM, David Austin Roses (US) added:
On Jan 26, 2006 10:17 AM, David Austin Roses (US) added:
|On Jul 24, 2004, maga1 wrote:
I was amazingly disappointed with the customer service this company offered. I eagerly ordered a number of rosebushes to arrive in Spring. I live in Massachusetts. Imagine my dismay when the roses all arrived in the middle of a snowstorm on March 16. The ground was still frozen.
On Jul 24, 2004, David Austin Roses (US) responded with:
"Gosh, I can certainly understand how you feel if this is indeed the experience you had with our company this past season.
|On Aug 20, 2002, sarahcincy Cincinnati, OH wrote:
I bought 5 roses from them last year. 2 of the 5 never sprouted so much as a leaf - and these were Austin roses. Overpriced, too. They did refund my money.
|On Aug 20, 2002, Bobbe Florence, MA wrote:
Last spring, I ordered six rose bushes from this company all shown in their beautiful catalog. My bed plantings depended on the placement of these roses. At the same time I ordered roses from two other houses with no problems. The David Austin roses came in plastic bags, all black, moldy, soggy wet and leaking. I immediately called their office in Tyler TX but was told by the customer service people, "That happens all the time; just hose it off and they'll be fine." I couldn't believe it, really, as my grower's instinct said 'these suckers are dead' but she insisted I plant them and if they don't come back, they will refund my money. I wasted my time and did that only to confirm what I already knew. I pulled them out six weeks later, wrote a letter and eventually, they issued a refund but the haughty attitude and reluctance to issue an immediate refund or replacement was a big disappointment as I erroneously assumed this company was a top rated rose house. It's not in my book.