"Bare root roses"

I bought 10 bare root roses costing £19 each towards the end of last year. Planted as instructed but they are barely doing anything . Very disappointing. Would not buy again. Can now get much more advanced ones for half the price elsewhere. Definitely not good value .

"Subpar Quality and Service"

I’ve been ordering from David Austin roses for 4 years now and there has been a sharp decline in quality in the last 2 years.

The first couple of years I placed large orders (18+ roses each time) and they came in great shape, on time, excellent quality. I felt I was ordering from a reputable and prestigious brand.

Then Covid hit. Last season roses were removed from my order last minute, they shipped 2 months late. When I finally got my order the roses were terrible quality - most of them had only 2 very thin canes, weak roots. David Austin refunded me for most since they weren’t even grade 2. But every single one of the roses I planted died. That was a lot of time and effort wasted.

Because of this I only ordered 6 roses this year. I got them today. One was missing entirely from the box - it is sold out now. Another had a huge wound covering the entire graft, and one of the 2 canes was snapped off at the base.

David Austin refunds in these situations, but that’s really the absolute *bare minimum* for customer service. A coupon to compensate for the time and resources wasted prepping would be reasonable.

It is incredibly inconvenient and costly to spend time planning and preparing a rose garden, to wait for months and months and then to have poor quality roses delivered, or no roses at all. I am not sure I will “chance” spending hundreds of dollars on roses with DA, only
to end up with nothing at the end of it. In the future I may just order somewhere else.

"Nice roses, terrible customer service"

I ordered two Just Joey bare roots. I planted them next to each other in the same type soil. Only one woke up and started growing. When I called for help the person was rude and wanted to give me a long list of things I must do to get a refund or replacement. I will not be ordering from you again. Customer service is a skill that is more important than anything you do. Get better at it.

"Horrible customer service"

Horrible customer service. I ordered a large number of shrub roses from the direct website. Shortly after they arrived, the website posted a special on the exact variety I ordered. I wanted several more and asked customer service if I could have an adjustment based on the number I had already ordered and apply it to the new order. The answer was just no and then dead silence. There was no kindness or recognition of being a good customer, returning customer. Just no. Felt kind of cold, but maybe that is the way an English company wants to be represented. If you want David Austin roses, you might want to try some of the other rose catalogs rather than dealing with them directly.

"Absolutely delighted with the bare-root…"

Absolutely delighted with the bare-root "Lady of Shalott" roses I received from David Austin Roses. They were much sturdier and looked more healthy than the potted roses available in the local garden centre. I potted up the roses as directed in the helpful planting guide supplied by David Austin and the bushes are now thriving. 10 out of 10

"2/22/2022"

Issue resolved! Although it took more effort than it should have.

"What a wonderful visit"

What a wonderful visit, thank you.
It has taken me two years from receiving a gift voucher to actually getting to this beautiful destination due to covid and shielding, it was so worth the wait.
Having booked a table for lunch. (Tracey) The welcome at the door was wonderful, the service and beautiful food delightful. We purchased two Roses… Phyllis Bide rambler and The Lady’s Blush..shrub, couldn’t resist a few purchases in the stunning gift shop.
All staff in every area were happy to help and advise.
Beautifully presented nursery, shop and restaurant, and that was December without the roses out, we will certainly be back next year when it’s in full bloom.
Thank you.

"I ordered three climbers"

I ordered three climbers; they arrived v well packed and in great condition ! I have planted them out and hoping they will ramble away - thus far v promising ! I have had their roses before and they have always been beautiful

"I purchased a "Desdemona" bush rose…"

I purchased a "Desdemona" bush rose last week for my Wife's birthday.
It has only been planted in the garden for 7 days, and is already a mass of beautiful flowers.
The service from David Austin Roses was excellent, and the quality of the rose fantastic.
Will definitely be buying more roses in the future

"Strawberry Hill Rose Doing Well"

I ordered Strawberry Hill climbing rose in June. It arrived in the promised 3 days. It came out of the box in excellent condition. Beautiful shiny leaves and also in flower. I watered it immediately as instructed, giving it a good soak, then planted it in my raised bed the same day. It is doing really well, having not stopped flowering since. Hopefully it will continue to do well and love being in the chosen planting spot.
So far the service I have received from the Helpline is also excellent.