Heirloom Roses Omdömen 

I've purchased dozens of roses from Heirloom Roses over the past 15 years, both in person at their farm in St Paul, OR, and by mail order (FedEx / UPS delivery). I have NEVER had an issue with any of my purchases until this year. And when I reached out to talk with someone knowledgeable to discuss the issue, my call was answered by a rather rude customer service agent working remotely. When I asked if she would relay a message to please have the owners or someone from the farm call me back, she said the only person who might call me back would be a customer service manager, that there was no way I would hear back from the owners. She then proceeded to recite the online process for a warranty claim. She repeated the same statement several times, sounding like a broken record. Completely unhelpful.
Heirloom Roses used to be among the best for sourcing bare root and young roses. They cared about their products, shipping them quickly and carefully across the US, in addition to taking care of their customers. From the original owners, to the Hannas, they built a strong reputation. Those days appear to be history now.
The bare root rose I ordered May 17 shipped on the 21st and took 7 days to arrive. It looked like a sad bare root plant when it got here. It did not look like it would thrive, and in fact it has not. After properly prepping and planting it, it looks, and is, dead. Compared to the bare root Altissimo I planted 2 years ago, the bare root Impressionist is truly pathetic, as was my recent customer service experience. How very dissatisfying and disappointing. I won't be buying anything from them again.

I purchased a Damask rose from Heirloom Roses through Walmart Marketplace in May 2026. The plant grew well, but I noticed some new-growth characteristics I wanted checked, so I reached out with photos.

My first contact with their support was genuinely good — detailed, reassuring, and specific about what to monitor. That rep also confirmed in writing that because the purchase was made through Walmart, it was covered under Walmart's warranty policy.

When I followed up to act on that, a second rep reversed course, denied the claim under the company's own direct-sale guarantee (which the first rep had already said didn't apply here), and redirected me to Walmart — despite having told me the opposite in writing days earlier.

The plant itself may be fine; my concern is with how the warranty question was handled. Getting a clear answer shouldn't depend on which representative responds. If you order from this seller, keep your email correspondence — you may need it.

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I kept this to the documented, verifiable facts (what each rep said, in writing) and avoided asserting the plant is diseased, since that's still unconfirmed — that keeps the review defensible if the company disputes it. I'd suggest posting this only after you've concluded the Walmart claim, so the review can reflect the full outcome rather than a mid-dispute snapshot.

We have been buying from Heirloom Roses for about 5 years and have been extremely happy with the beauty and durability of their roses. It's great for hard to find roses in your area and they provide wonderful informative videos and emails that we really enjoy. We love the custom stakes and have purchased over 200 of them which is so helpful when we have visitors to our gardens.

I purchased 3 roses in May 2025 from Heirlooms rose. After a winter, 3 of them totally died. I request warranty claim but rejected. I spent hundreds of dollars to purchase roses in 2025 and did not see any flowers in 2025 and all of them died in spring 2026. I tell my friends never purchase roses from heirloom roses because their customer service and warranty policy are terrible. They denied customers claims based on what they assumed. They never care about customer’s feelings.

They have a great array of roses, but they sent me a DEAD PLANT. I sent in a photo and got a store credit for the price of the plant. But now I have to pay an ADDITIONAL $25 in shipping to use the credit. They should just be decent and professional and send a REPLACEMENT. Charging me extra to replace the plant makes me not want to purchase any more roses from them.

UPDATE: they have reached out asking me for my details, but after reviewing their replies to other customers, I will decline. While not outright rude, you are dismissive and continue to blame the customer, so I will spare myself the further insult.
As I stated, I received full credit, so my plant of two weeks was clearly not viable. And I have already gone back and forth with customer service about it costing me $25 EXTRA to reorder/ship a replacement (which I will not be doing -- $65 a bush is MORE THAN ENOUGH for the tiny rose you provide and $90 is an insult) Customer Service would not budge and did not care that your poor product was going to FURTHER cost me, so what is the point? You will just reply with more of the same, that's our policy. Hope it is worth losing a 15 year customer,

HUGE disappointments ..small, weak, unhealthy roses

I strongly don’t recommend purchasing from this company, they will not honor their guarantee. They will come up with every possible excuse not to honor it.

It honestly doesn’t matter how much proof you have it doesn’t matter how much photo evidence you have. They’re not going to honor it so don’t even try.

Sent me one good rose and one bad, one is doing very well the other worse and worse every week. Didn’t care about photos or my experience.

I'm disappointed at how slow this process is, and am starting to be concerned that I've thrown a LOT of money...top price...at products that I'm not going to receive. I ordered some weeks ago, it seems, and nothing has appeared. Plus the prices on line have dropped significantly due to sales, while I'm losing planting season, faith, and possibly a chunk of money. Trying to figure out how to contact the company

Heirloom Roses switched to an AI system. I updated my address, and they delivered to my previous address. When I notified them of the error, they insisted it was my fault and refused to do anything to help. Avoid at all costs- customer service is dismissive and the company doesn't care about it's customers.
Update: Their response on here is that they stand by the awful customer service where they refused to admit to their error and refused to correct anything. Their website clearly states that they use AI. Feel free to give them your money without receiving anything in return. You, too can be dismissed and ignored.

i filed a dead perennial plants and 2 rose bush and i get a store credit in 10 mins. i love heirloom they have beautiful roses and has the best customer service. i ordered total of 15 plants last year 2025.

Buyer beware of you buy their roses on any third party site like Amazon or Walmart they do not honor the one year warranty policy and prices are marked higher on third party sites.

What great people. Helped out in every way they could.

I feel obliged to share my poorest experience with a company like Heirloomroses.com that claims that they have a warranty policy in place to lure customers for their products, but, in fact, that so-called policy is subjective and up-to their own CS team's judgement.I spent over 6000 dollars for their plant and fertilizer in a year from June 2024 and keep buying almost every month because of my trust in their quality and service. However, I live in NE FL, the extreme summer weather sometimes made it difficult for the young seeding plants to survive. When I report 5 plants for warranty request lately, I got rejected because they believed the plants died due to the fact I planted them in small pots instead of a 15 gallon container. I explained to them that based on some experienced local rose gardeners in zone 9B-10, it is best to grow the small plants in the small pots to monitor the nutrition and water supply closely for the first few month before moving them to a bigger pot of 3 Gallon to 5 gallon as they grow. We should never grow the baby plants in a large container to make it more difficult for the plant to survive. Unfortunately, Heirloom CS team thinks they know the climate worldwide and deem themselves as experts to have misjudges and refused a claim from a decent and loyal customer who entrusted them with so much time and money. They should have made changes in the warranty terms to have informed people how they truly deal with the claims, which is subject to their own judgement and understanding how to grow roses.
In doing so, more opportunities would be turned to retailers like Home Depot, Lowe's and Ace Hardware that truly believe in the quality standard and stat behind their products. In addition, their prices are so much less expensive than Heirloom Roses'. Stay away from the fake warranty statement and shop rose plants elsewhere.

I just received my rose bush…I ordered 4 of them. I assumed I would be getting a Rose bush with a couple of flowers. I had no leaves and no flowers just stems. Maybe this is how they ship?!? I’ve planted them and hoping for some leaf growth soon. For the price they look really spindly and not strong….Secondly, I’m disappointed they do not notify you when the shipment leaves the warehouse…after the order is placed there really isn’t much follow up…unlike Fast Growing Trees. They alert when they ship and when they are delivered. This is my first time “cheating” on Fast Growing Trees…fingers crossed 🤞🏽 t ends better than it started.

Apparently, there is no ability for me to leave a review on Google, so I am leaving reviews on other platforms to warn others of my experience. Their customer service seems to have changed drastically. I’m highly disappointed with my experience. I was initially put through to an AI robot, which, had I been informed about, would have helped manage expectations. However, Gemma’s responses were frustratingly unhelpful, and she wasn’t truly understanding my concerns. Upon realizing I was speaking with AI, it was the final straw.

Even though my account shows 10 roses in the “Archived Wishlist,” the page simply won't load. If there had been a real person monitoring this, they could have helped resolve this issue instead of Gemma dismissively telling me that “some wishlists didn’t transfer.” How could she possibly if know mine didn’t? More likely, the issue lies with the page’s loading function. This is something that could affect all customers—why doesn’t HR want to be aware of that?

Bottom line, I’ve spent over $1,100 buying over 30 rose bushes from Heirloom Roses in recent years, and while I’ve always supported the company, I can’t continue to do business with a company that relies so heavily on AI without proper human oversight. For my new rose garden, I’ll be purchasing from other companies like David Austin and Jackson & Perkins moving forward. I’ve been loyal to Heirloom Roses, but this experience has shown a lack of genuine care for ALL HR customers. I simply can't support a company that doesn't value its patrons.

I now have 8 rose from Heirloom Roses, and I have fallen in love with roses--again. Over the years, the roses I've bought were not 'own root' and they eventually would go back to the 'mother plant.' This company is amazing, their roses are amazing, and they want you to be successful at growing healthy roses!

They sent me a rose that was weak and spindly, but I knew I could baby it, so I did not complain. First year, the blooms were what I ordered. Second year, it was a completely different rose. I moved it, thinking perhaps not enough sun? This year, bloomed “wrong” again. So I contacted them to ask if they could at least tell me what rose I had received, so I would know growth pattern. Woman spoke to grower, wrote back that there was probably a different set of roots mixed in, which is why I got the right rose the first year. Duh, I know that, I just want to know what I DID get. Wrote back explaining that. I got attitude. “There is no way I could answer that” attitude.
I paid $70 to get the wrong rose and you will not take the picture to your greenhouse and ask someone who does know your product what they think? I will not use them again.

I am blown away by how great my experience has been. I have 13 roses now from Heirloom and they are so beautiful and healthy. I was new to this when I started and the gals in customer service have been so helpful and kind! They get all of my business!!!!

They shipped me two rose bushes with rose rosettes disease and refused to honor the warranty in a reply from the company on April 5, 2025 after I contacted them on April 4, 2025. Update 4/9/25 = The company rep has since become combative - insisting that I did not give them time to reply even though my reviews were posted on April 5, 2025 after their first reply on April 5, 2025. They stated before honoring the warranty, they want me to remove this review from trustpilot. I told them no and that I would not update any review until they honored their warranty on their end. I have never had a company make such a demand before. I will be on edge for the next 9 months watching to see if my other 12 rose bushes were contaminated from the diseased bushes sent from Heirloom Roses. So far, there are no signs on my existing bushes but the incubation period is long. 2 rose bushes from COSTCO have been planted to replace the heirloom diseased bushes. The Costco ones look great so far. You can see from their reply to this post how they do business with consumers. I hope my review is helpful to others looking to make a purchase with the company. I would be hesitant to accept any replacement from this company due to the risk they have brought to my yard. My whole rose garden might be wiped out because of their negligence.

I received these today and one seems to be thriving and the other not so. Reached out to them with the desire to exchange. That doesn’t seem to be an option with this company. First and last purchase. Moving on to another company.