Comments regarding David Austin Roses (US)Click here to return to David Austin Roses (US)'s listing.
|On Mar 18, 2012, AresDraco San Francisco, CA (Zone 10a) wrote:
Posted on March 17, 2012, updated March 18, 2012
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.
|On Feb 2, 2012, amberroses Largo, FL wrote:
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.
|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 Jul 25, 2011, phdler Homer, NY wrote:
I ordered five own-root bare-root roses from Austin for the first time this year. I was afraid one would not survive as it was one of 3 "Crown Princess Margarets" roses and the only one that had no signs of growth at all, but once planted it caught up with the others and is blooming like crazy. What I did not expect is that the purchases from the U.S. site are converted from dollars to pounds, so I wound up having to pay currency conversion fees. My only other complaint is that I wish they offered more of their roses as own-root.
|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 18, 2011, bookreader451 Troy, NY (Zone 5b) wrote:
Posted on May 13, 2011, updated May 18, 2011
On May 18th, 2011, bookreader451 added the following:
I planted all the roses I received last week and all but one has already broken dormancy and has new growth. I expect this group to perform as well as my others.
|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 May 12, 2011, sunsign5 Ipswich, MA wrote:
Received a great looking rose. Quick shipping. Best practical planting instructions ever from any rose company. So far so good!
|On Mar 31, 2011, rowrowroe La Place, LA wrote:
DA puts out some of the most marvelous roses I have ever smelled in colors I am only blessed to be able to see!
|On Mar 30, 2011, RuthBee Hempstead, TX wrote:
I purchased a Climbing Heritage last Spring (2010) directly from DA online. It came perfectly and carefully packed. Our weather was so warm that my rose had started growing before I planted it. In a matter of days it had new growth everywhere and it bloomed so much during the Summer I thought it was going to exhaust itself. We had a very unusual cold spell for Texas this past Winter with several days in the 20s and my rose sailed through it without even a burned leaf! I am getting ready to order more thornless from David Austin, I highly recommend them.
|On Mar 30, 2011, dawn83 Covington, LA wrote:
Absolutely wonderful experience with this company. Super friendly and helpful customer service. I planted my David Austins 2 weeks ago and they are already getting huge. Best quality roses I've ever bought!!!!!
|On Mar 24, 2011, ATLGARDEN Atlanta, GA wrote:
I 2nd the comment from the earlier review about finding it hard to believe anyone could have a negative opinion about David Austin roses. While I have gardened for many years it was always shade gardening. I finally have a sunny yard and last year I purchased 18 roses from DA. These were my first roses ever! I received these bare root "sticks with roots" that I thought they would take a whole growing season to get established. Was I wrong! I planted them just as DA suggests and all of the roses took off like fireworks. Very very vigorous and they all bloomed well the first season and grew several feet. This year all 18 have come back more vigorous then ever and several already have buds in MArch! David Austin Roses made me a rose fan. They are a first class company and Mr. Austin is a rose patriarch in my humble opinion. I appreciate what he has done with these plants. I will definitely order again.
|On Mar 5, 2011, tweeterrabbit San Angelo, TX wrote:
I have ordered from David Austin for several years now and have always recieved very nice roses. If ever there is a problem, they are more than happy to solve it. The roses grow very well, and are as described. I highly recommend this company!
|On Sep 30, 2010, JonSchneider Fleming Island, FL (Zone 9b) wrote:
It is hard to imagine that there would be any negative ratings for this company. I have had nothing but complete success with both their bare root plants and their container plants. The plants are generous in size and come well packaged. The other huge plus is the excellent customer service I have had from Angela Fossie. Angie has assisted me with a special order on short notice and her concern would tell you she has genuine/ excellent skills in customer relations. I would rate my experience with David Austin "right up there' with Chamblee's (another top rose nursery)
|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 Aug 30, 2010, 67red1 Porterville, CA wrote:
I have had orders from several companies over the past 10 years and my experiences have been totally disappointing. But then I tried ordering from DA. I could not believe the large rose bushes I recieved from DA. They have been in the ground for over a year and I have just convinced my wife to pull about five department store roses and replace them with DA roses, because their roses were the only plants to go throughout the year without any pest or disease problems and they really look good!! I also, proved to my wife that you might spend more than you would at Target or Wal-Mart, but it is worth a lot more, too.
|On Jun 21, 2010, rfsk Stanfordville, NY wrote:
Posted on April 19, 2010, updated June 21, 2010
On June 21st, 2010, rfsk added the following:
It is now mid June and every David Austin I had planted earlier this season is covered in an array of beautiful blooms. I am certainly looking forward to ordering more next year.
|On Jun 16, 2010, mickeyj1 Ringtown, PA wrote:
i just made my first purchase from DA roses and i couldn't be happier. being impatient to plant my mothers rose garden i went against the advice of the CS representative as to the correct planting time for my area. nonetheless they shipped my roses except for two of one variety that would not be ready until the spring. what follows gets even better. my roses arrived shortly after our conversation very well packed with plenty of moisture on the roots.after following all included instructions i heeled the bushes in for a week until final bed preparations were complete and then proceeded to plant. new growth on all 6 roses within two days and progressing nicely. mom stated she never saw such nice robust plants as these anywhere else. cannot wait until spring to order many more as soon as the rose bed is increased in size to accomodate many more. i am one extremely satisfied customer. i will continue to update my roses progress.
|On May 26, 2010, MorsisX Lockport, IL (Zone 5b) wrote:
Posted on June 10, 2008, updated May 26, 2010
On May 26th, 2010, MorsisX added the following:
Needed to chime in again as this company has more than impressed me with the quality of their bare root roses, their customer service, and value.
They have worked with me to find the right roses for my area (zone 4 climbers are not the most common...). And their recommendations have been spot on!
This company sticks to their product. After having a few roses fail (my zone 4 issues, my fault really), they were more than happy to replace them with roses that are more cold hardy.
When ordering, please call them, they will walk you through your selections and help you out immensely!
|On May 1, 2010, artcats1 Salt Lake City, UT wrote:
Last spring I ordered about 12 climbers and one bush fl from Dave Austin. Here in Utah the weather is pretty brutal. Strong winds, dry air, hot hot summers and freezing winters- oh and late spring freezes. Mildew is the only thing we don't have. I expected loss of about 1/4 of the bareroot I put in. They all survived and are doing great! My orders were available and they arrived quickly and in fine condition. Second the plants rooted in well last year and I had flowers- which I did not expect. The winter freezes did only minor damage to the climbing canes so I will have a rose hedge much faster than I had thought. This spring these roses are already growing very vigorously and the last three nights of freezing temps/dry winds hasn't seemed to bother them. I am very very happy. The only downside I can say is that one of my chickens loves to eat the leaves off of one of the bushes so I will have to fence it. I am ordering more bushes this year.
|On Apr 24, 2010, treesmoocher Spencer, WV wrote:
I ordered two roses this year--they arrived at a reasonable time, sizable and healthy, and both are growing well. As long as they turn out to be the right roses (they ARE labelled) I have no complaints.
|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 Apr 2, 2010, MissGeorgia Fort Walton Beach, FL wrote:
I ordered 26 David Austin roses last year and was astonished at how healthy and vibrant they were when they arrived; I had an actual bloom within two weeks !!. I planted most of them in large pots and planted eight in the ground. The pots actually did the best and continue to do so. I only had one rose that didn't grow well, but it's putting out much better this year. I have already had a huge bloom from my Abraham Darby this spring. The plants look fabulous. I ordered twelve more a couple of weeks ago and put all of them in pots. I'm spending a fortune on pots, but I love being able to move them and they're doing great in them. I ordered 12 more last night and am going to "color co-ordinate" my yard by putting red, yellow and white in the front and pink, white and fushia in the back. I have underplanted the front pots with red and white Gerber daisies and white petunias and the back pots with pink and white petunias; it's looking great.
|On Mar 9, 2010, blueeyeskms Waverly, KS (Zone 5b) wrote:
Wow, I can't believe I haven't posted a review for this company yet. I have ordered for the past two years and just love them. I am so sad to see all of the neutral/negative reviews. I hope I didn't just get lucky with my experiences. Love these roses! I have to find room for more!
|On Feb 28, 2010, MtVernon Tomball, TX wrote:
I have grown David Austin roses in the past but moved to a different climate and had no roses. After visiting the gardens at Alnwick rose garden this summer, I knew I had to try them here even though we get very hot summers.
|On Jul 7, 2009, leisure500 Indianapolis, IN wrote:
Got a Lichfield Angel last year from David Austin (US).
|On Jul 6, 2009, kat100 Belmont, MA wrote:
My initial order was for 3 bareroot standards in mid-May. I received a phone call from DA asking whether I really wanted to get bareroot as it was late in the season(?) and they couldn't guarantee them. I wasn't worried about getting them to grow so I continued with the order. I received 3 great looking standards that were huge. However, I only noticed two days ago that 2 of the standards were substitutes and I only had authorized one substitute. Oh well, partially my fault for not checking the order. But all 3 standards are doing great and looks like will be blooming this week (7/6/09). Near the end of May, DA sent an email for a sale on bareroot roses (so much for late in the season rules) and I ordered 4 roses. This order was totally correct and are now doing great as well. It helped that MA had a lot of unseasonably cool weather so that the bareroots weren't shocked. My only criticism is that I would like to see real time inventory or notification before the order is finally submitted that my selection is or is not in stock and that the order is placed correctly. Packaging and condition of the roses were wonderful. Definitely would order from them again. Would like them to expand their container rose selections.
|On Jun 20, 2009, NE_Gardener Oxford, NY (Zone 4b) wrote:
Over time I have ordered by mail and planted well over 500 bare root rose bushes. I have replacement knees to show for it! But I must say that upon opening my three David Austin roses all I could do was gaze at them and exclaim, "Wow!" These had to be some of the largest bare root roses I'd ever handled. Their names are William Shakespeare and Louise Odier (2). Like a previous customer, I had to revise my hole depth when I saw them.
|On Jun 15, 2009, hocklea Seattle, WA wrote:
I have had many orders with DA roses over the past couple of years. I ordered five more again this spring. One came completely black. I emailed a note attached to my order form, and was answered back straight away. Another plant was mailed out the next day. I have never had anything but good service. I shall order from them again next year.
|On Jun 15, 2009, CountryRefuge Grinnell, IA wrote:
I have/do/will order roses from David Austin because of the type of roses they carry. With that being said, I placed an order this spring. Like others, I had to post a question on their website asking: 1) if they received the order; 2) if I could get an order number; and 3) if they made note that I wanted the plant delivered the fourth week of May. They replied that they had received the order. I wrote back asking that they please give me the order number; I never got a response. My rose arrived in perfect shape...just 2 weeks earlier than I had asked.
|On Jun 9, 2009, mieow USDA 6A, NY wrote:
Double delight is one of the roses I always want. Last week, I received their email about their half price sale. DD is on the sale list, so I placed my order. I know it was almost the end of the planting season in my zone, but I really wanted to have it and I planned to plant it in a pot. I received the bare roots about five days later. I was so excited until I opened the box. I ordered two totally. One has a big split in the middle among three canes, a break on a major root and some black end canes. Another one has a lot of black spots on two canes. I called right away and could only leave a message. I sent them a email after. Luckily they responded my email right away. They sent out the new roses for replacement right away. Now I only hope they will arrive in an acceptable and better quality condition. Someone already warned me since it is the end of planting season. I may still receive bad roses. I hope not!!
On June 12th, 2009, mieow changed the rating from negative to neutral and added the following:
I received my replacement yesterday. (No Double Delight available though.) Fortunately, no obvious big splits. However, unfortunately, there are still black spots here and there all over the canes. I emailed them right away and received the response this morning. They told me I was never charged for this order.
On June 12th, 2009, mieow added the following:
I received my replacement yesterday. (No Double Delight available though.) Fortunately, no obvious big splits. However, unfortunately, there are still black spots here and there all over the canes. I emailed them right away and received the response this morning. They told me I was never charged for this order. I would prefer to think this way: I just have bad luck for this order. I do appreciate that they respond my request promptly.
On Jun 9, 2009, David Austin Roses (US) responded with:
"On Jun 10, 2009 8:26 AM, David Austin Roses (US) responded with:
All roses bought direct from David Austin Roses are covered by our guarantee. We are proud of our reputation for high quality and have an exceptionally low level of complaints from our customers overall. We monitor the quality of roses very closely and analyse the reasons for any failures to help improve service, but with living plants, some problems do occasionally occur.
|On May 30, 2009, sammyginni Sacramento, CA wrote:
I have a large garden. I wanted english roses and finally ordered 5 david austin english rose deal for 5 of the most fragrant. They arrived 1 week later in a beautiful rose toile brown and black box and inside the roses were in plastic and moist. They included a beautiful rose catalog and planting instructions. I am keeping the box to use for storage, its so pretty. They are bare root, so there is no foilage or flowers/buds., and they are extremely healthy, completely green with no dead wood and the roots are healthy and established. I Planted them in their own rose garden area in rows with other new roses and used generous amounts of gramulch soil, I know they will do well, will post later if for some reason they spoil.
|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 May 22, 2009, figaro52 Lakes of the Four Seasons, IN (Zone 5a) wrote:
Quite frankly I'm not "blown away" by my experience with this company. I expected much, much better. I ordered Port Sunlight. Then, a few weeks later ordered Benjamin Britten. Getting an order confirmation was like pulling teeth. Each time I had to send an email to ask if they had received my order. A company representative has provided an explanation elsewhere in this listing, which I can appreciate.
On June 5th, 2009, figaro52 added the following:
I would like very much to give this company a positive rating, but at the rate things are going I don't believe that's going to happen. The people at David Austin (US) are wonderful. Amanda graciously offered to replace my ailing Port Sunlight. When I received the replacement earlier this week it was bone dry! Not one bit of moisture in the plastic bag. There was also a bit of white mold on the roots. I had to trim a broken root and part of a cane that was broken. These have been among the worst bareroot roses I've seen. I know I said I'd think twice before ordering directly from DA (US) again, but I was lured by their recent half-price sale. I ordered Shakespeare 2000. While I've not yet received it, I did receive an immediate on-line confirmation. If Shakespeare comes through in perfect condition, and if my Port Sunlight replacement begins to grow, I will seriously consider changing my rating to positive -- since I believe these folks are honestly trying to do their best under current conditions. The Benjamin Britten I planted in April is looking great and will likely set flower buds very soon!