Heirloom Roses Inc

Complaint: ***Finally the running roses I bought years ago, finally decided to bloom. They are nothing like the pictures of the roses I expected. For years I bought roses from this company because I wanted exceptional Roses. These look more like wild roses. Besides, not only did I email this company, I attempted to call this company. A I got was a message about their hours. I could not even leave them a message. I believe they are cheaters and they are not selling what they picture on their pages. None of the roses I bought were quick to take hold and grow and I believe they were mailed to early for planting to my area. The one I complained about sat there and growed only a little and did not come back at all this year. I will be happy to provide pictures of the rose bushes I bought from them. These are nothing I would buy knowingly. I am rejecting this response because:Sincerely,*** ***

Customer was refunded $on 5/11/15, the price of Sugar Moon when she purchased it Heirloom Roses has a one year guarantee which is published on our website here:http://www.heirloomroses.com/info/about/guarantee/We did not hear from the customer that there was a problem with any other roses or their blooms until several years after her order.Additionally, the customer refers "running roses" which we are not familiar with If she is referring to climbing roses, her orders do not indicate she ever purchased a climbing rose.Notes on the customer account for the dead Sugar Moon are as follows:5/8/Customer filed Revdex.com complaint for dead Sugar Moon from I have responded to Revdex.com complaint and asked for refund check to be mailed since it is too far back for CC refund. ***5/11/Refunded $by check.***There are no notes on any other prior order.Our customer service team is available Monday-Friday from 8:00a-4:30p Pacific Time Our email is available hours per day at ***@heirloomroses.com We would be happy to speak with her during business hours

We are very sorry for the delayWe are in peak season and responding as quickly as possible.A refund of $has been processed with our accounting team today Please allow 7-days for your financial institution to recognize this refund.Thank you

Because the order was placed within the time frame of allowable credit card refunds, we opted to refund her credit card.  This was processed on May 4th, 2015.Please view the attached transaction report.
[redacted]SUPPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted]
I am rejecting this response because:I may have gotten the date wrong (I do, however, believe it was earlier than 2015), but as I stated, I called them within the first year and got turned down for replacement of the rose.  They did not, and still refuse to, honor their guarantee. 
Sincerely,
[redacted]

Customer was notified in the ordering process as well as in the confirmation email sent when the order is placed, that additional processing time is required when ordering custom engraved tags and stakes. Additionally, all correspondence was handled appropriately and in a timely manner....

 Customer received tracking information that the order shipped on 5/25/17 as soon as the custom engraved tags were received. Customer has filed a PayPal claim, which will we refund if the roses are returned in the same manner received.  [redacted] May 23 Great! My moms birthday is on Memorial day so was hoping it would get there by then but I don't think it will now. Thanks for the update! On Tue, May 23, 2017 at 11:47 AM, Heirloom Roses <[email protected]> wrote:Good Morning!Your order has not shipped yet. Per the confirmation, plant tags and ground stakes can cause additional processing time. We did receive a large shipment of them in yesterday, so shipping should be sending your package out any day. Once we ship this a tracking number will be sent to your email. Thank you!Sincerely,CrystalHeirloom Roses Customer Service Team Heirloom Roses24062 Riverside Dr NESt Paul, OR 97137 1-800-820-0465www.heirloomroses.comOn Fri, May 19, 2017 at 7:19 PM, [redacted] <[redacted]@gmail.com> wrote:Hi, news just inquiring about my order and whee I can find tracking. Thanks!On Thu, May 11, 2017 at 11:56 PM [redacted] <[redacted]@gmail.com> wrote:Thanks for the fast response, I just wanted to add yellow roses but perhaps the next order since my mother is very excited to receive these roses later this month. Thanks!!On Thu, May 11, 2017 at 6:46 PM Heirloom Roses <[email protected]> wrote:Hello [redacted], We do apologize but once an order has been placed, we are unable to add items to it. If you are set on adding to your order, we could cancel it and you could go on the website and reorder all items together. Please let us know what yu would like to do. I hope you're having a great day so far :) Sincerely,ReillyHeirloom Roses Customer Service Team Heirloom Roses24062 Riverside Dr NESt Paul, OR 97137 1-800-820-0465www.heirloomroses.comOn Wed, May 10, 2017 at 6:56 PM, [redacted] <[redacted]@gmail.com> wrote:hi! I was trying to view my order to see if it was possible to add to a pre-existing order but since I placed the order as "guest" I cannot view my order. Thanks!order  : [redacted]On Tue, May 9, 2017 at 4:58 PM, Heirloom Roses <[email protected]> wrote:Hello [redacted],Thank you for your order from Heirloom Roses. We appreciate the opportunity to provide you with virus free, disease resistant own-root roses.AttentionYour rose will arrive intentionally defoliated. This will not compromise the health or growth of your rose.Please plant and water normally per the enclosed planting instructions and foliage will return healthy within 2-3 weeks.Your order is set to process on the shipping date that you selected and will be delivered within 5 business days of that date.(Additional processing time may be required for orders containing custom engraved plant tags and stakes.)Please take a moment to familiarize yourself with how your order will arrive, as well as our recommended planting instructions.http://www.heirloomroses.com/info/about/how-our-roses-arrive/http:/...⇄ your convenience, your order confirmation is listed below. You may view the details of your orders under the account tab on our homepage athttps://www.heirloomroses.com/customer/account/.Thank you again for your business and for trusting us to beautify your landscape.If you have any questions about your order please contact us [email protected] call us at800-820-0465Monday - Friday,8am - 4:30pm PST.Your Order #[redacted](placed on May 9, 2017 1:52:26 PM PDT)Billing Information:Payment Method:[redacted]PayPal Express CheckoutPayer Email:[redacted]@gmail.comShipping Information:Shipping Method:[redacted]UPS/USPS - ShippingShipping Date:Shipping Date:05/18/2017ItemSkuQtySubtotalGlowing AmberContainer Size4" x 4" x 6" Banded PotTag or StakeTagSM227 BAND TAG1$15.50Amber Sunblaze®Container Size4" x 4" x 6" Banded PotTag or StakeTagSM493 BAND TAG1$15.50Subtotal$31.00Shipping & Handling$15.00Grand Total$46.00 Thank you,Heirloom Roses

Photos are sometimes requested so that we can best serve our customer by troubleshooting and assessing possible growing problems.  We aim to help our customers with rose growing, and this information is very helpful.
 
While our guarantee on our website does indicate this, we are more...

than happy to offer replacements for this customer.  Our Customer Service Lead will be in contact shortly and send replacement roses at no cost on the shipping date of their choice.
 
Thank you.

This customer has prior purchases with us from the following dates so is aware of how our roses arrive.Order Dates are 5/13/09, 12/21/09, 7/24/13, 1/5/15.Order number [redacted] from 1/5/15, was placed online. The customer selected several roses that due to seasonality and growing...

cycles would not be available to ship until a later date. There is messaging that is visible to the customer regarding this prior to adding it to their cart.  An example of this is attached for review. Also attached is a screenshot of her orders which also shows that the order in question is on hold because of the communicated available shipping date.Two of the roses on the customers order did not survive the winter and as a result, we were unable to supply it. We communicated this to the customer on 4/23/15 per the attached order notes and customer activity history. These notes also indicate that we provided a gift code for the full amount of these roses than can be used to substitute for another variety of the customers choice. We offer this as a courtesy to our customers rather than assuming that they want a refund so that they can still receive roses for their garden.  Should a customer notify us and request a refund in lieu of this code, we will refund without question.  There are no notes on the account that the customer contacted us to request this.We accurately inform our customers of how our roses arrive by both providing a link on the order confirmation that is received after checkout as well as with videos and photos on our website.  http://www.heirloomroses.com/info/about/how-our-roses-arrive/.We fully dispute the customers claims of fraud and are fully endorsed with an A+ rating with the Revdex.com.Per this Revdex.com complaint, we are processing a check refund in the amount of $61.00 that will be mailed to the customer.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted]
I am rejecting this response because:This business's position that they don't have records of the calls is ludicrous.  That's their fault.  They're responsible for keeping such records.  In addition, no one buys rose bushes so that it can grow a little and put out a few blooms.  That's exactly what a bad rose is.  These are obviously very corrupt business owners who are choosing not to honor their guarantee. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
Today in the mail I received a check for the part of the amount I paid for a rose bush. It is part of the cost of the item only. I made a previous complaint when this company would not respond to email or telephone. Their telephones won't even allow you to leave a message. Since that time, I saw that one of the running roses I bought from them is not even what I bought. I didn't ask for partial payment for anything and they failed to even answer the first complaint. These people sent me stuff I didn't order, won't replace what I did order and send partial payment to get rid of me. I will escalate this to a FTC complaint if I don't get satisfaction from this company.
I didn't ask for partial payment and I need to know what to do with their check and still keep this complaint active. I will not be cashing it and I will return it with out cashing. These arrogant people think their partial payment is sufficient to cover their dishonest or careless selling.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:   They can take months to mail a check to me and always tell me "the check is in the mail" for 12 months. I do not trust them.  I do not expect this company to stay in business and after months they will probably tell me that they can't send the check because they are closing their doors.    I asked them to refund the money $61 back to my MasterCard that they used in the first place.      I do not trust them in any regard to ever mail me a check and it would probably take them 6-12 months to do so.   They bought this company from a rose grower and they probably don't know how to run it. I sent my money to them early enough to get 5 roses (January 2015)   I am in California and they are one state above in Oregon.  They are telling you and me that they responded in a timely way - that is a lie.   I placed my order for 5 roses in January 2015 - $152 and was never told that out of the 5 roses I might get three of them, that turned out to be 5" tall.  They are a crooks.   I do not expect this company to stay in business.Sincerely,[redacted]

Customer is referencing our planting video.  We clearly say within the first few minutes of the video to use a good liquid fertilizer, and show a bottle of acceptable liquid fertilizer at the end. http://www.heirloomroses.com/info/care/videos/   The photo the customer sent us is of...

granular Miracle Grow fertilizer, which burns the roots of own-root roses and voids the warranty. We clearly indicate this in the planting instructions included with all orders (attached) and in our warranty information on our website. http://www.heirloomroses.com/info/about/guarantee/   We attempted to coach this customer when they called in and provided them with a gift certificate for 50% of their purchase price as a gesture of goodwill, although they had voided the warranty.   Our warranty also states that refunds will not be given for approved claims, only replacements.   We feel very strongly about how our customers care for the roses that they purchase from us and that is why we have specified that they should not use any packaged soil mix or potting type soil that has granular fertilizer as a component of that soil mix or potting soil, or to use any granular fertilizer product for regular maintenance for the first year.   Here are our reasons: ·       All fertilizers whether they are slow release or immediate release react to moisture and temperature. Packaged potting soils/ planting mixes are exposed to many different climatic stresses, such as heat and moisture. A bag of potting mix with granular fertilizer in it that has been exposed to the sun or warm temperatures has most likely already released the “salts” in the fertilizer thus making the planting mix very hot and not suitable for transplanting or using in pots.  ·      We do not know how long the soil mix has been packaged, how long it has been stored or what weather conditions it has been exposed to. So, to be on the safe side we strongly recommend that they do not use potting or soil mixes that have granular fertilizer as a component. The success of their rose depends on it. Our recommendation of using a liquid fertilizer product such as Alaska Fish Fertilizer is intended to give them and their roses the best chance at performing beyond expectations. Utilizing other products that we do not recommend will reduce or eliminate the chances of having a successful gardening experience and void our warranty. We want them to be successful. We ask them to please read the planting instructions, the label of the soil mix they may want to use and the warranty for our roses at http://www.heirloomroses.com/info/about/guarantee/.   Unfortunately, this customer killed their rose with the use of granular fertilizer.

I have searched our customer service email logs and do not see an email from this customer however, we are happy to stand by our guarantee.Because of the amount of time that has elapsed since the time of the order, we are unable to refund the credit card but will process a check immediately and mail...

to the customer.We are sorry that she has been unhappy with our roses and hope we can earn her business again in the future.

Revdex.com:I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me,reserving the right to contact you again if the refund does NOT come within the next 30 days.I also am SO grateful for BB in handling my complaint so quickly.Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

The order is unfortunately not able to be covered under our warranty because the customer informed us on 7/7/15 that she had used Miracle Grow with her roses.  We inform our customers in their planting instructions and on our website that this type of fertilizer can not be used as it will burn...

the tender roots and kill the plant.Order notes from customer: 7/7/15 Hi! I just used the soil I always use, the miracle grow for outdoor plants. And it already has fertilizer in it. From our website "Fertilizer Tips from the Pros: Granular fertilizers are generally hard for young plants to process. Heirloom Roses recommends the use of a liquid fertilizer on younger rose plants during the first growing season to prevent burning of roots."