On Mar 17, 2015, Dinglehopp3r Knoxville, TN (Zone 7a) wrote:
I do really like this business overall , their website is easy to order from, they have a great selection, and their plants are usually top notch. I have had one dud from them- a crimson glory climber that got pampered along with the rest of my order last year, but it "grew backwards" all last summer to the point that now that there is only about 4" of living green cane left on it, I decided that if it doesn't pull through this spring it just isn't worth putting up a fuss to have it replaced- no biggie, the rest of the plants I have gotten from them are thriving.
All that aside, the experience that drove me to write this today was this, I just had a very disappointing/frustrating phone interaction that made me like this business a little less than I did before I made the call. Just FYI, when you choose your shipping date from the drop down menu when placing an order, those dates are NOT to be taken literally. The date I selected was the earliest available shipping day, which happened to be the day after placing the order, which was 3/16/15 - a Monday, on their site they say they ship only on Mondays so that the roses have a better chance of getting to you before the weekend so that they can avoid unnecessary time in transit, however due to the high volume of orders they have at the moment (a completely understandable scenario) my order won't be going out until Thursday, which obviously since I am in TN & they are in TX, these roses are not getting to me by the weekend, which isn't a huge deal, BUT they sure as heck didn't shipping on 3/16, which was the shipping date listed on the order form as I was placing the order... just a tiny bit misleading since they don't give you the actual shipdate until several days after your order is already placed.... even still all this is very forgivable, I am in the retail business, I understand.
However, the thing that I will remember most from this interaction with ARE was the woman's sour tone on the phone with me. I'm sorry but if you do almost all your business over the internet or phone your phone voice better at least be professional, if not airing on the side of pleasant. I know you are very busy, it is spring, I'm not dumb, & I refuse to be addressed in an aggressive manner by someone whom I have chosen to support with my business. In 2014 I purchased exactly 20 roses from ARE, and at $20 a pop, that is a total of $400 I spent with them last year, NOT including the shipping, as these were spread out over 4 orders, and shipping plants is not cheap no matter where you shop, that shipping added up too. This most recent order of 5 roses cost $100 & $35 to ship, so if I include this years order & last year's total for roses plus shipping, I have spent over $650 dollars with ARE in the last 8 months, I think you could say that I am a good customer.
Just as a comparison, I have had MANY phone conversations with the people over at Roses Unlimited, and they are in the same business, they are just as overwhelmed as any specialty rose retailer at this time of year, yet they always answer the phone in a polite cheerful manner and answer any questions I have with a smile in their voice, even if I have an annoying request to change an already placed order (something I have done more than once this year alone) they are still courteous and polite, as they should be since I have almost 20 roses on order with them for shipment next month. Since I am spending a pretty decent chunk of change with their business, (but even if I wasn't) I expect be treated like a valued customer and not an annoyance; this is how you treat people who chose to spend their money at your establishment, & this is how I treat people every day at my own place of employment and I expect the same service from anyone I spend hundreds of my own hard earned dollars with.
This is not my first order with ARE, and it definitely won't be my last, I won't let one person's bad attitude stand in the way of me purchasing things that I want to purchase from a scource that sells a good product, but next time I might consider waiting until normal business hours to call Roses Unlimited first, even though it is a lot less convenient since you cannot order from the website, I still might choose to give them my business before I check ARE's website since I feel that my business is appreciated there.
On Feb 16, 2015, ladenamoss Lufkin, TX (Zone 8b) wrote:
In January or February 2014 I received an email from ARE about a "phone in" special for roses. One of the roses listed was Belinda's Dream. I looked it up on the website and it states that it is a fragrant repeat bloomer with hips ,which is just what I wanted, so I ordered one. I received it in the mail and it was packaged well and looked good. I potted it up and noticed that it wasn't rooted very well but it grew and bloomed and it has absolutely no fragrance. I should have emailed them when I noticed but I didn't. Last week I finally got around to emailing them to ask if it may have been mistagged or if the fragrance varies from plant to plant. No response has been received as of this date. Even as a special the rose was not cheap and I understand that you get what you pay for but I paid for fragrance and didn't get it.
Two roses I ordered last year have done very well. I just received this years order and it looks as good as the 2013 plants. I like the fact the plants are shipped potted not bare root and they have their own roots. Plants seemed to acclimate faster than bare root roses I have ordered from other sources. Shipping is reasonable given weight of a full 2 gallon pot. Selection is vast!
I have now ordered a total of 8 roses from ARE. All have been beautiful healthy plants. Also got their long armed gardening gloves that are wonderful. I love this company and am trying to convince my husband a spring road trip to Brenham is necessary.
On Apr 29, 2013, ginnyg898 Lakewood, CA (Zone 10a) wrote:
I placed my first order with Antique Rose Emporium a couple of weeks ago. The representative on the phone was very helpful and my order arrived right when she said it would. I received a "Peggy Martin" climber and, although it was stripped prior to shipping, it was already starting to leaf out when I opened the box. It was very well packed and in great condition. I planted it in the bed the weekend before last and it has already grown a great deal and is very healthy. I wish I could afford to buy all of the beautiful roses that this vendor offers...great experience!
Posted on April 24, 2013, updated April 24, 2013
My negative rating is pending outcome of ARE customer service resolving my issues. I live Z6B (more of a Z7 micro climate along coast). I operate a garden services business, specializing in rose/flowering shrub maintenance/care. I personally own over 100 roses and frequently incorporate into client garden design. I am not a novice gardener. I was looking for a grower offering own root roses. I stay away from the huge commercial growers because of quality control issues – I simply cannot tolerate high rates of return in my business. After reviewing positive posts on ARE, I decided to order this past winter Cecile Brunner shrub, Cecile Brunner climber (both on valentine special), Graham Thomas (for client), Francesca (for client), Mutabilis (for client) and two climbing white Iceberg roses (for client). This past fall I ordered Zephirine Drouhin (for client) and Pinkie (personal). All roses hardy Z6. The ZD arrived with nearly all leaves removed. I called ARE customer service said they strip all leaves at shipment. Obviously black spot I didn't mind considering black spot was rampant last year all over the country, the ZD was hard to find at the time and positive posts on this forum assured me all would be fine.. The P arrived with more leaves, but clearly leaves removed and black spot on canes. I treated both roses with lime sulfur spray, rose food. they took off well enough. The P was for me so I thought I'd roll with the black spot. As with all roses I own and others I care for, they were overwintered with 6" compost and topped with cedar mulch. Earlier this month compost and mulch were raked away. The Z survived the winter and the P had substantial cane death. The CB bush and climber arrived this month healthy, bushy with all their leaves...hmmm. The Graham Thomas arrived with most leaves striped off, remaining leaves black spot and fungus spots on canes. Disappointing for Spring delivery of roses overwintered. Yesterday Francesca and Mutabilis arrived. Mutabilis was healthy, fully leafed and clean. Francesca had NOT ONE LEAF - none in the box with black spot on the canes. Both Graham Thomas and Francesca had been previously subjected to the worst severe hack pruning I've ever seen. Canes were pruned horizontally with a dull shear and actually are splintered down canes. Mind you there is less than 10" of cane to work with on both roses. Pruning below the hack job would be severe and could shock the rose. ARE ought to know better and shipping both roses in this condition was not an oversight. I emailed ARE requesting return label and refund on Francesca stating the diseased condition was unacceptable. Still haven't heard back from them. I question the quality control at ARE. Clearly the Francesca should never have been shipped and the Graham Thomas is questionable. So until this matter is resolved, I rate ARE the worst negative rating available. I was looking for an own root source, but I may have to pass on ARE for future purchases - I'm not an ICU unit for roses.
On April 24th, 2013, rosepetal2 changed the rating from negative to positive and added the following:
I am relieved and delighted to report that Michael Shoup phoned me to discuss my issues and we have amicably resolved them. I appreciated the call and very real concern he has over his business and the quality of roses the provide. I'll continue to use Antique Rose Emporium as a valuable source for my garden and those of my clients. Thank you Michael.
I want to start by saying I am new to ordering plants online. However, my first shipment with ARE, I was very,very impressed. I had ordered two climbing pinkies, and the plants were beautiful and well packed for shipping. I was so impressed, I decided to order 4 more plants. I ordered 2 Belinda's Dream, a Buff Beauty and Duchesse de Brabant. I was home when the delivery arrived. I could tell from the outside of the boxes, it wasn't going to be good. Dirt was coming out the tops. Somehow during shipment, I think the boxes must have been upside down.
When I opened the first box a large bug came flying out. ( I killed him). There were a few broken stems and leaves, but that's kind of normal, I would think. I don't blame ARE for the shipping issues, they can't control how the boxes are handled. My Buff Beauty only had about half of her container of soil. The Belinda's have some dark spotting on them, which I don't know if it's normal. I got them all planted, and I hope they will all be fine and they didn't get too shook up on the way here.
Not sure if I will order again, if I had to base it on my last shipment. They do ship quickly and are pleasant on the phone to do business with. I did write them about this shipment, but have not heard back from them. As long as the plants do well, I'm fine...and would probably take my chances again. They do offer a nice guarantee on their roses if they die within 6 months. You need to have the plastic tag from the rose and $5 to cover shipping. So, that's pretty nice, I think.
I just received my first order. I was a little hesitant placing the order because of high shipping cost, but it was worth it. Excellent packing, very large healthy plants. I can't wait for my first blooms.
Posted on November 17, 2011, updated October 27, 2012
My mom ordered me a " Ballerina" rose from Antique Rose Emporium. Order arrived in time. Excellent packaging. No damage. Rose is very healthy too :)
S. V. Salisbury,NC
On October 27th, 2012, nclivin added the following:
I did not expect it to get to a full size in 1 year! Such a pretty rose. Cascading form with lots of fun pink/white flowers. Very healthy! I will only buy roses from them because I know they sell quality!
I bought two Peggy Martin roses last year and they are doing even better than I had hoped for because of our drought. They were healthy plants when I received them and still are. They are growing so much I had to add an extra trellis to hold the new growth up and they are blooming beautifully. Thank you.
I planted most of my seven roses in the last 2-3 years. I was just doing spring time garden maintenance and noticed that the roses from the Antique Rose Emporium were all flourishing like green bay trees. The roses from elsewhere looked quite spindly or, in one case, dead in comparison. These have all gotten the same care.
I also remember that the roses from the Emporium were very healthy when they arrived. An A+++ company.
I ordered three roses from the Antique Rose Emporium and am very pleased at how healthy they look and how well wrapped the bushes were. The roses I purchased from them last year have been doing well, and I'm sure these new ones will too. This is obviously a company that pays attention to quality and good customer relations. Thay have a wonderful selection as well.
Ordered five roses during the end of the Texas Summer. Rose shrubs came stripped of leaves to allow for better travel. For reorders probably better to order 2, 4, 6, 8 to keep shipping costs down as the 5th rose added more shipping as it shipped by itself. Planted and watered for a couple of months and then left them to their own devices. All of the roses are flourishing great in a lucky mild Winter. Two of them are already a couple feet round and tall maybe larger. Very happy with my purchase and have reordered. Also want to mention that I like the selection and website.
On Nov 15, 2011, lahomesteader Loranger, LA wrote:
I placed an order fro three roses on a Monday (online) and received notification that the plants would arrive Friday (yeah, right!). Lo and behold, I received my order on Friday at 4:30 pm. Plants arrived in great shape, were of good size, and well packed. I could not have asked for better service - they really seem to have their act together.
Only inital concern was the cost of shipping - basically the cost of a fourth plant. HOWEVER......the plants arrived in great shape and were well packed - so actually the price charged was an accurate reflection of the value received. I realized that I would rather pay a bit more for packing in order to receive a well-grown plant in good shape vs. paying less and receiving a damaged/dried out/dead plant as I have received from other mail order companies.
I ordered 6 yellow roses for a very particular client and received perfect rose bushes. They were well packaged and healthy. I will definitely order with you again. All the roses bloomed well and are still doing fine. Thank you for being such a wonderful source with great employees who go over and beyond to help out buyers.
Almost ten years ago, I planted a Antique Rose Garden at my honey & my first home.(Used ARE!) Now,two kids and several moves later, I am creating a new rose garden. What a blessing to return a company and find them just as reliable, as charming, as helpful, and even more knowledgable than before! We ordered three roses to begin. Called in the order. Service was prompt and respectful! Roses came early! All three are healthy and vigorous. All three have buds, blooms, or new growth. My daughters squealed with delight to see the ARE box on the front porch- and it did not disappoint! Spending our time now making a list of what to order in the Fall!
Posted on September 22, 2010, updated May 4, 2011
Posted on April 25, 2010, updated September 22, 2010
I ordered seven varieties of Texas A&M designated Earth-Kind Roses and requested delivery the following week. The roses arrived as requested on April 20th and I planted them out the next day. I was very impressed with the packaging of the plants; four to a box in specially designed cartons that you could turn upside down without leaking soil or damaging the plant. The plants were exactly as described: one to two year old roses grown from their own root. I was specially impressed with the soil the plants were grown in. It was very close to real life, well prepared garden soil. It wasn't that light commercial mix so many plants come in where the root ball falls apart trying to take from the pot. Their soil is so close to the real thing that transplant shock is kept to a minimum. The plants arrived in excellent condition and several were blooming in spite of the light trimming necessary to make them fit in the shipping boxes. It's now been four days since I planted them out and several have grown new shoots in excess of two inches and others have put on buds. I highly recommend The Antique Rose Emporium, especially to people living in the southeastern U.S. where climate and soil conditions can be challenging.
On September 22nd, 2010, dontruman added the following:
It's now the end of September and all the roses grew substantially during the summer and provided some flowers. They are now beginning their fall growth and blossom flush and are very attractive. I ordered seven climbing varieties from the Antique Rose Emporium on 9/19 and they arrived 9/22, all in excellent condition. I intend to train them up palm, mesquite and pecan trees as well as a telephone pole. Request a copy of their printed catalog; it contains a lot of useful information on how to utilize and manage your roses as well as beautiful photographs.On May 3rd, 2011, dontruman added the following:
It's now early May 2011. I ordered, or bought from a local nursery, additional climbing and bush roses from the Antique Rose Emporium that I planted early this spring. I've purchased 26 of their roses during the last 12 months and all are doing exceptionally well.
i have ordered twice from this company; last year and this year. I was having a hard time choosing what roses to plant in a hedge because there were so many pretty ones but they helped me decide on Carefree Beauty. They all did fabulous. I bought a bunch of Iceberg's this year which i have planted and now can't wait to see the blooms.
They are very knowledgable and helpful.
On May 24, 2010, ClemsonTiger96 Atlanta, GA wrote:
Arriving today is my first order from ARE.. WOW!
The roses were spectacular!! Lush, healthy, vigorous plants. In the past I have ordered from J&P (and still do), this is quite a change in shipping style! And the shipping was PROMPT.
Thanks to ARE for giving us back all the old timey roses and introducing the new ones!
Excellent experience with Antique Rose Emporium. I ordered the Felicia rose which arrived when expected and larger and healthier than other roses I have ordered via mail. The Felicia rose has grown very quickly and looks and smells gorgeous. I would definitely order from A.R.E. again. :)
On Mar 8, 2010, kimberlihiggins Little Rock, AR wrote:
I have ordered from Antique Rose Emporium several times. Each time my roses have arrive healthy and ready to plant. (and packed with the greatest of care). When I have questions I email them and they get right bake to me. As someone who owns their own business I do understand that despite your best efforts sometimes things go wrong, so to all of you out there that have had a bad experience with this company I am sorry that your initial dealing was disheartening. I happen to admire there work and think that they deserve a second chance.
On Feb 3, 2010, oldroselover Fort Worth, TX wrote:
I have mail ordered roses from the Antique Rose Emporium for years, in addition to buying their roses from local nurseries in the Fort Worth, Texas area. Finding their roses and their catalog in a now defunct garden shop many years ago led me to my great love and appreciation of old garden roses. I have never had a negative experience with them, either online or on the phone. Their plants always arrive healthy and well packed. They have a wonderful variety of old roses available. I have also grown or given as presents several of their own Texas Pioneer roses, and they have all been beautiful and hardy. Their display gardens in Brenham, Texas are a "must visit" if you are a true rose lover. It is a great way to see so many of the roses they offer in their full and mature beauty in the landscape. One day I will make it to the San Antonio location and display gardens as well. These folks deserve only positives, according to my experience!
I have been ordering roses from ARE for years. The roses have always arrived healthy and well-packed. All of them have lived and produced beautiful blooms. I have had especially good results with the Mutabilis.
On Sep 30, 2009, WeeklyWeeder Polson, MT (Zone 5b) wrote:
I ordered 2 Therese Bugnet and 2 Sir Thomas Lipton rugosas as well as 1 Iceberg Climbing rose.
All the roses were very nicely packaged for transit and arrived in excellent condition.
Three days after planting, they have already set leaves and look to be very vigorous.
I am so pleased with this company, their products and the extremely careful packing, which was the best I have ever received.
Definitely will be shopping with them again.
Colleen in Polson, MT
I was delighted to find exactly the roses I was looking for at ARE. Even though the catalog said that they were two gallon roses, I expected something a lot smaller. I was surprised when the roses arrived in full size, two gallon nursery pots. They were well packaged in a box obviously designed especially for the roses. Despite the three days in transit, the roses looked healthy. After less than a day in the ground, the leaves have already perked up. If I had more sun, I'd defintily buy more roses.
I ordered six China/Hybrid Musk roses from ARE in late April. When they arrived, they were packaged very securely. The roses arrived in good shape. I planted them right away and they are thriving, with new growth all over. I am very happy with my order from ARE and look forward to ordering from them in the future.
I was able to buy a Chrysler Imperial rose from a local nursery. It came in a small plastic pot but already had an amazing bloom, and is about to give out another. The plant itself has a lovely shape and is vigorous. Also, I went on ARE's website and ordered a catalogue, which came a mere two days later. I love the story of their founder and his rose-rustling from Texas highways and abandoned places for hardy, fragrant roses. A very interesting company.
On May 8, 2009, loveblossoms CA United States (Zone 8b) wrote:
I'm actually surprised with all of the positive comments ARE has received considering I would rate them as average at best. I placed an order with them via telephone several months ago when a specific rose I was looking for was out of stock at other rose vendors I buy from. I was met with a seemingly curt and indifferent sales person right from the start which should have been a good indication of what I was to expect down the road. The sales person took my order as if she were doing me a favor by answering the phone, then abruptly hung-up. The transaction took less than 2-minutes. I was a bit baffled considering I never received an order confirmation for my one rose after that even though I provided her with all of my information. It took two requests for over a week via email to finally receive an order summary. I remained optimistic about the experience considering the feedback posted here. I was excited to receive my rose. As the shipping date approached two months later, I received no updates as to its status even up to the day it was to arrive. I decided to email them to request an update. No reply for over a week. I emailed them again. Someone finally replied almost two weeks after I had originally emailed them only to tell me that my rose had just shipped. No other details were provided, not even a tracking number, so I had to email them again just to acquire it. When my rose finally arrived I was not impressed. I received a shabby 2-gallon nursery pot full of dirt and some thin canes (the foliage had been removed for the trip which I actually appreciated however). The plant appeared healthy, but I was disappointed to have paid more for what looked like a band-size seedling I could've just ordered from Heirloom Roses for less without the large pot of excess soil. Suffice it to say, the plant only produced a few leaves of new growth at the tips, then suddenly dried-out and died. I decided not to ask them to replace the plant since I wasn't eager to relive the experience I had had with their seemingly indifferent and unreliable customer service throughout the entire experience. While I'm sure other customers have had pleasant experiences and results with ARE, I would have loved to also. I think I will stick to Northland Rosarium and Heirloom as well as a couple of other rose retailers I consider much more superior in price, selection, quality and customer service.
Yesterday, April 24, 2009 I received two rosebushes each one was in a two gallon size pot from Antique Rose Emporium. The roses are extremely healthy looking and a very good size. They were packed with great care and I received the shipment via UPS very quickly. They had notified me via email when the roses were shipped and the tracking number was supplied too. I am very happy with this transaction with Antique Rose Emporium!!! I would highly recommend this company. Joyce, Ormond Beach, Florida
On Apr 24, 2009, divvajacko Hinckley, OH (Zone 6a) wrote:
This is my first order from ARE. I'm impressed.
The roses have arrived in amazing condition. I'm looking forward to planting and growing them.
I'm already placing another order.
On May 14th, 2009, divvajacko added the following:
And I did place another order and my Kirsten Poulsen arrived fine.
The only problem I have with ARE is the price. I have found the equivalent quality for less money at other online rose nurseries. I check with the ones closer to me first and then I "fan" out if I'm looking for something specific.
Other than that, you won't be disappointed.
I can not comment about the customer service as I have had no need to call them.