"Poor customer services"

Was going to purchase two potted roses Penelope Lively and Wisley 3008. When going to purchase the Penelope lively it had a note on the potted rose making me aware that this rose had been trimmed for planting, as this was the case I decided to save money and purchase the bare root, I then checked the Wisley which made no comment on the page with regards to being trimmed so I purchased as a pot. When the rose arrived it was trimmed back to stumps.
I contacted customer services who said that all roses had been trimmed since 25th Sept and this had been advised on the site, firstly this is intrue as it definitely wasn’t on the site when I ordered, as I’d already noticed it on my other rose and changed the order to account for this, so I checked on the Wisley page and there was definitely no comment, but on checking the site today it does now say it’s been trimmed! Secondly my friend received Roald Dahl which had not been trimmed on the 3rd October (he had paid for express delivery and had ordered a few days after the 25th September).
I asked for the difference between the potted plant and the bare root, as that is what I would have purchased if I’d been aware of the condition it would arrive in and was told to send the rose in at my expense if I wanted a refund!
Disgusting customer service, I’ve purchased lots of David Austin Roses in the past and can’t believe that this is how you treat customers when things are not to the standard expected.
I notice the generic, unhelpful answers put on here to unsatisfied customers, none of which is offering to actually put the issues right. So just look for yourselves before purchasing from David Austin.

"I HAVE JUST RECEIVED MY CLIMBING ROSE…"

I HAVE JUST RECEIVED MY CLIMBING ROSE FROM DAVID AUSTIN AND WHAT A DISAPPOINTMENT . IT WILL BE A LONG TIME BEFORE THIS 2 QT ROSE WILL BLOOM AND SUPPORT A ROSE . I SHOULD HAVE BOUGHT LOCALLY FROM A NURSERY .

"Gall, poor quality, no response from customer service"

Gall, poor quality, tiny bareroots, no response from customer service, no replacements, no answers to my calls or emails. All around just a horrible experience this year. I tried to get my situation resolved again and again, and I was given the runaround and then eventually just ignored. I miss when Shellie was around, customer service is practically non existent since she left.

"All around great service"

All around great service. The selection is quite huge or at least it seemed so. The support reps were friendly and keen to assist. I do not hesitate to recommend you to others and I will definitely be back for more.

"I brought two standard roses together…"

I brought two standard roses together from DA, Planted them side by side , one failed and the other thrived. I contacted DA customer service and they told me it was airborne issue, My reply how it it my other standard rose was not affected also? They fobbed me off and gave me instructions to try and save it. I asked politely Per DA customer guarantee for a full replacement please. They didn’t want to know and washed there hands of responsibility. Buyers beware DA will not replace your rose if it fails! 😞

"Beautiful roses"

Beautiful roses, made the trip from England to Denmark perfectly. Great costumer service and quick reply to questions.

"Best roses I have seen"

Just visited. Such a wonderful selection of roses laid out in a fabulous setting between ornate hedges, pergolas and buildings. Different sections highlighting roses and where they are best planted with simple advice given along the way. This includes ideas and examples of other plants to use as companions.
Cafés restaurants are both great, food excellent with fast friendly service.
I cannot fault this specialised garden centre.

"Non existent after care"

I had two rose bushes as a gift for a special birthday. They were planted in pots exactly following the video/instructions from David Austen. The first year they only flowered once. When this happened in year 2 I wrote to the Company asking for advice. I was ignored.

If David Austen are going to charge a premium price for their products they need to step up. I have many roses, far cheaper in price which perform much better and some, now old, which are still flowering in abundance.

"Rude cs and terrible after sales care"

I ordered 3 potted roses from DA .. and two arrived in good order. The third plant however was in a very poor state, being badly pruned with no flowers or new growth or buds and many leaves dropping off. I contacted cs only to be told that it wasn’t a bouquet and they refused to refund or replace it.
Very very disappointed with this substandard rose and they have a 5 year guarantee , which they refused to honour… but told me I could return the plant at my own expense within 14 day under my consumer rights… knowing this would cost me almost as much as the rose.
They were rude patronising and unhelpful… I will not be buying from them again

"Blackspot rose lacks of feed"

So bought a Summer Song rose bareroot directly from DA website in November last year. Planted, good compost, good soil, and now in June plant looks lanky it needs support. The leaves are full of black spot.

Emailed the CS, to be told I did not feed it regularly twice a year with the like of Top Rose. What blackspot got anything to do with feed? As far as my concern, my other DA roses bought from other garden centres planted within 1-2 meter away are doing just fine.

A Tequilla Sunrise rose I bought bareroot from Peter Beales last March, planted nearby is growing very healthy no spot and with more buds than DA one.

A £2.5 rose I bought from The Ranges even does better (despite the colour and type is not what advertised, still nice rose).

Disappointed. I thought DA is better than JParkers because DA has 5 years guarantee, JP only 1 year. Yet, JP refunded me after 2 years after my roses grew not as I would expect. First and last.