"Speedy Replacement Rose"

I ordered a Mary Delaney rose to be planted as a memorial for our belated mum. It arrived but the condition was not good with lots of brown leaves on the rose. I raised a concern by email over the weekend and received an apology as soon as the customer services opened on the Monday morning (8.40am) and was advised that this was probably due to the weather conditions causing humidity in the packaging and the fact that pesticides etc were not used. I explained I needed a replacement urgently for a small ceremony and this was then dispatched through express delivery and arrived in good time. No additional charges were made. I would like to thank the team at David Austin for their swift response and eagerness to resolve the situation. Whenever we buy roses we always choose David Austin as we have found them to be the best and will continue to do so.

"Very disappointed, never ordering again"

I ordered three roses--two bare roots and a container rose. The bare roots sat for quite a long time enroute to me via shipping and when I received them some of the canes were dark. I went ahead and planted them in good rich/tested soil according to directions on the David Austin site. In a couple of weeks it was clear one of them was dead. All the canes were black and beginning to rot off. I contacted customer service and sent pictures. After some time customer service agreed that the one was dead and sent me a replacement. Next I received my potted rose and what I received was a disappointment right out of the box. A plant with two scrawny canes and dirt in a container. I thought this must be a mistake and again contacted customer service, sent pictures, and was told my container rose was fine. Well, several months have gone by and that container rose still has two scrawny canes that have yet to produce leaves never mind flowers. Customer service says the roses are guaranteed for five years but they won't send me a replacement or refund my money for this one. The replacement sent for the first dead bare root has progressively gotten worse.It arrived with a mix of brown and green canes and again, I planted it in tested soil, fertilized, watered as instructed and all of the canes are brown now, no leaves, no flowers. To sum it up, I bought and paid for over $125.00 worth of roses/special fertilizer/ pest sprays--one arrived dead out of the first two bare root, the container rose isn't what I would call a rose and believe it to be dead, a replacement for the first dead bare root is dead, and there is a replacement for that yet to be received next spring. Four roses all total and just one that's alive and even that has struggled all summer long with mildew and sawfly issues. In all my years growing roses (not David Austin), I've never had either of these issues. I bought the fertilizer recommended and the spray recommended by customer service and the plant still struggled. I will never buy David Austin roses ever again. A lot of money and a lot of disappointment. I sent a lot of emails, pictures, and answered a lot of questions and the results were not worth the trouble.

"Just received my rose and I'm so happy…"

Just received my rose and I'm so happy with the quality of the plant. I buy a lot of plants on line and mostly disappointed with the quality and how they have been packed but not with David Austin. The rose has lots of buds and the leaves look v. healthy. They are relatively expensive but I see it as an investment and to have beautiful roses every year to come is worth every penny. It came with a great informative planting guide and a lovely handbook to entice me into getting more for my collection.

"Blooming lovely"

I've ordered two rose shrubs as gifts in the last 4 months and they have been beautiful disease free plants, blooming lovely. Well packaged and delivered safely. Amazing value. Would highly recommend

"Quality roses and service"

Always good delivery. Plants arrive in great condition, be they potted or bare roots. Expect them to be trimmed down, and reap the benefits the following year (if not in year one).

In particular I just received Whiter Shade of Pale in bloom which is an exquisite and delicate blush and brings me joy! Highly recommend for a cottage or traditional garden.

Great UK company, advice and aftercare available if needed, quality products.

"Impressive service and beautiful rose"

I ordered a Claire Austin climbing rose as I wanted something traditional and white / cream for a front of house wall (and I’m called Claire)
I was expecting the sort of stick thing you usually get at garden centre’s which will grow next season. What arrived is a beautiful two foot plant covered in new growth and flower buds. Very impressed with the quality for the price and very well packaged. I also got a free book of roses so will have to buy some more now 😆

"Poor service"

I'm very disappointed with the service received. It took 3 attempts to explain that my order had not arrived. The number to arrange a refund given on a no reply email is 0800 1114599 and is never answered. There is only a garbled message on the other end. Called main number again to be told my refund would be with me by today and still nothing. No rose, no refund and a lot of time wasted. No offer of any gesture of goodwill either to encourage me back.

"Disappointed"

Disappointed. I purchased a bareroot Bathsheba rose in early spring. It failed to thrive and died. I have over 40 roses in my garden and am an experienced gardener. Despite sending back the rose on 16 June 2022 I have received no acknowledgement or comment. Awful.

"My Mum and myself purchased two…"

My Mum and myself purchased two memorial bareroot roses in February 2022. We picked the roses from ‘DA’ as we thought we were purchasing the best roses available.
Unfortunately both of our bareroot roses failed, even though we followed every instructions. I contacted customer service and was offered a replacement or a potted rose. Although for the replacement we would have to wait another 4 months. Which in my opinion I don’t deem as a replacement. We also did not agree to paying the additional £18 charge.
I did escalate this however no one bothered to respond. I then asked for a full refund, I was told this had been processed … however we are now into 7 working days later and said refund is yet to appear in my bank account!
I honestly would never ever buy from here again.

Both my mum and I are deeply disappointed that a rose picked for my Grandma has failed and we are left with a twig

"Very disappointed"

I recently received two orders from David Austin. The first of 4 roses was fine. The second of 3 roses was very poor. One of them arrived with several bent stems which had to be removed and the box had clearly fallen over in transit as a lot of the bark had fallen out of the pot. One other rose also had a broken stem which had a bud about to open.
I emailed customer services and sent photographs but received a reply that I should just cut off the bent stems. When paying £30 for a rose this is not what I expect. In future I will buy from my local nursery. Very disappointed.