"Fantastic Customer Service"

Last month, 2 climbing roses, delivered to me by David Austin Roses. were stolen from my porch. This was completely my fault as I told the delivery company to leave plants on my porch if I was out!, when I told David Austin what happened, they sent me 2 free of charge replacement plants. Fantastic customer service, cannot recommend them enough 😊

"Order not fulfilled"

Order not fulfilled, told my order will not be coming and to check for stuck later in the year, abysmal customer service thereafter.

"Wrong rose sent by mistake"

I ordered a very specific rose back in March which arrived as a bare root twig. I followed all the potting instructions to the letter and the rose duly bloomed except it isn’t the rose I ordered. I emailed DA saying this and they asked to send photos which I did. DA apologised and said I’d been sent the wrong rose and a replacement would be sent ‘in five working days’. After 9 days I emailed to be told that I’d been wrongly informed that the correct replacement rose would be sent to me as the bare roots wouldn’t be in til November but if I paid £7.50 they would pot one up and send it me in five days. Frankly I was flabbergasted that I should be expected to pay for their mistake and would have thought as good customer relations they would have sent a replacement free of charge and to encourage further shopping from them. I’m a pensioner on a low income and this rose was a very special treat. I find the slow response of customer service very disappointing and I have now asked for a refund as this is not the way to treat people. I don’t feel I can recommend DA to anyone now I’ve had this experience.

"Great Company"

This is my second review and I am glad to say I changed my mind.
I received a damaged plant, took two weeks but eventually they sent a replacement.
Customer service can take up to 5 days to reply but I am very satisfied about the way they handled my complaint and I will be definitely ordering more from them in the future.
Highly recommend !

"My order experience: first but last time"

Ordered 3 rose bare roots Fall 2022 and they were delivered in May 2023. One dead right after receiving, tried to reach customer service for the 5-year guarantee by email - no response at all; tried to call - the phone line seems to be disconnected. The second rose is just blooming - totally in different color and shape than the one I order. The third one - hard to say now, still a tiny one. I wouldn't do any business with this company - if you don't take care of the quality and service, your business will not last.

"Failure to comply with UK sales law…"

I bought a flower and this company gives a 5-year warranty on its plants Unfortunately, they don't want to exchange their product because it was bought from an intermediary store According to the law of England, the seller must be responsible for the warranty of the goods sold
It doesn't matter if you bought it from an intermediary store, because. In any case, it has a warranty and must be exchanged for the owner of the product , unfortunately, they act against the law and only sell products with an ineffective guarantee
The goal is to sell the product and they always avoid replacing the product with an excuse.

"My order of a climbing rose arrived…"

My order of a climbing rose arrived covered in aphids which my previous purchases have not. I called CS to discuss this, and did not mention a refund or an exchange
- shocked! If a costumer says their new rose has aphids all over it, CS shouldn't be saying it left factory clean!
- or reciting a script on how to clean aphids off, as if customer has no understanding of how to remove aphids or gardening
- or say that there are legitimate reasons why this purchase has aphids and previous purchases didn't have
- very disappointed with David Austin. Far too pushy and patronising.
Despite what the CS said, I believe that garden centres etc try not to sell their customers roses that are covered in aphids, and don’t have to do it using harsh chemicals.

"From David Austin I have 1 Kew Gardens…"

From David Austin I have 1 Kew Gardens which is about 10 years old and has been great. But 1 Desdemona, 1 Roal Dahl and 1Lady of Shallot which were gorgeous and bloomed repeatedly for 3-4years and for the last couple of years after an initial nice bloom they do nothing much, 1 or 2 blooms here and there, that's all. 3 years ago I got a Kew Rambler which produced 4 flowers last year and nothing at all this year. I have desperately been trying to speak to customer services by phone, life chat and email, only got an email answer saying they are too busy and to keep trying to call. Obviously, DA is not what we thought they were. Very disappointed!!

"Hello - Positive Feedback"

Hello, I felt compelled to write to share my positive experience.
I ordered two red rose root stock for my garden and having been planted 6 weeks they are doing so well. I wasn't expecting roses in the first year however given the buds appearing am expectant of seeing some. Quality always bears fruit that's for sure!! Thank you

"Rose arrived in tip top condition"

My rose (a potted old English rambler) was very healthy, a good size and with buds. Arrived with DPD 4 days after I ordered as expected. My only slight criticism was that I didn't get a dispatch email. I had to call to find out about delivery and it's difficult to get through unless you phone when the lines open in the morning at 8.30 am. But no complaints and I love David Austen roses! I have ordered from David Austen roses before and never had a problem so didn't check reviews but when I didn't get a dispatch notice I was concerned so I came on here to check reviews...and then was really worried! But my rose was perfect so I thought I should let others know - also there was a kind of matting on the top of the pot so maybe DA have started to do this to retain moisture and prevent the problems some customers have mentioned in their negative reviews.