I struck out. Twice. But I'm not mad about it because the customer service at David Austin Roses is...superb. My mom is an amateur rose expert, mostly because of doing and learning from that, but she also has a knack for almost everything. She had the most beautiful rose garden while I was growing up - and that's where I learned most of what I know. Roses don't intimidate me, but I know they do require some attention to keep them healthy and blooming. My first experience with David Austin Roses and I jumped head first: Harlow Carr has had my attention for years. I knew I wanted a rose in a pot so I could move it if the urge hit. Unfortunately, I failed. Perfect size pot, rose fertilizer, organic soil and water...and 2 years in a row, no growth. I sought the help of the DA team, followed their recommendations and still no growth. Sometimes it's okay to throw in the towel and take advantage of the 100% guarantee and accept the refund. I'm not giving up though. One of these days I'll have success growing my own English rose and I'll report back. Thanks David Austin team for helping me try. read more

David Austin Roses - When "the box" arrives, all plans suddenly change because I've got to plant a rose! - Florists Near Me - Tyler, Texas

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I'm very disappointed in this company. First, you can never get through with a telephone call for the last two months. Now I finally received my two and one of them is covered with black spot disease and the other one is starting to develop it. I won't plant them due to the fact that could spread to the rest of my garden. I've sent them several emails with pictures for a refund. With no response, yes I only ordered two plants. I'm not a large purchaser. But I still feel I deserve a refund and a response. I will never buy from them again or suggest nobody else should. In Rochester, New York read more

David Austin Roses - Black spot disease, and the pilgrim roses - Florists Near Me - Tyler, Texas

I was sent a rose that had a tiny stem with one tiny stem, shooting off to the side and a few leaves. It was 9 inches tall. And I paid $70 for it. I've bought many roses and I do not understand how this Rose will grow. I am so disappointed. I am gonna check with my bank and dispute the charge. It is not an acceptable Rose from this company. read more

I have ordered roses from them a few times. The roses arrived very healthy and the shipping time was clearly listed. read more

I ordered and paid for a climbing rose and a few others. Waiting over 2 weeks for a confirmation email. Sent email, as I assumed they're in financial trouble and want to just keep my money. FINALLY got a response letting me know they have STOPPED shipping bare roots, and I would need to wait ONE YEAR???? THEFT BY DECEPTION. Shame on you @DavidAustinRoses!! read more

@davidaustin - I really hope that I can come back here and edit this review. In the meantime, I want to help other gardeners to avoid the disappointment and frustration of dealing with this company. I was sent a potted rose over the holiday weekend, adding 2 days of transit. The pot was cracked, the best leader on the plant was snapped off, and the leaves are yellow and actually show some kind of blight. I took pictures and emailed and have yet to receive a response. Why is there no one to answer the phone? What good is the (supposedly) 5 year guarantee? The plant and shipping were almost 65$ and I need resolution to the situation. To the folks referencing customer service in their review - how did you ever get to a person to take care of your issue? read more

Ordered the Millicent roses for my wife.(mainly because that's her name!) The packaging was amazing (sorry no picture). Incredible black box and wrapped perfectly. Without a doubt the most beautiful long lasting curt roses I have ever seen! Worth the money! Order a bouquet today! https://www.myroseshop.com/collections/david-austin-luxury-rose-bouquets?filter.v.price.lte=101 read more

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I love my roses! All of them are thriving. What a great experience dropping into the distribution center. Everyone was so nice and accommodating. Diamond is an absolute rockstar. I bought bareroot roses and they're worth every penny . read more

Service is horrible. I have been waiting for almost 1hour and still cant even connect with anyone to help me cancel my purchased. Why don't you guys have a cancel option on your website instead of making people wait?! read more

Ordered 6 bare root roses from DA, TEXAS location in March 2024. Roses arrived well packaged, and moist roots . Planted following directions and had gorgeous blooming roses in just 2 months time ! Update -end of August after a brutally hot summer with 2 months of temps ranging from 100-110 & roses are thriving in zone 8a Tx . All very healthy . Couldn't be more thrilled . read more

Don't buy from them. Rose arrived with the rose death virus last year but didn't know what it was. They refuse to send a replacement. They refused do the 5 year warranty. Typical newer families business, shame on you! read more

David Austin Roses - Arrived diseased last year from them! - Florists Near Me - Tyler, Texas

They have a beautiful website and beautiful roses pictures. I was a happy customer until I interact with their customer for one of the roses I bought, Gertrude Jekyll. This rose does not bloom at all unlike other 10 roses planted in the same garden. It shoots out vigorous runners like weeds baring no flower buds. The location gets plenty of direct sun light and plenty of water and rich soil nutrition. Just no bloom with all the vigorous vegetation growth. I contacted the company through the web chat. They ask me to send pictures. I did that in email. Got response saying the rose I got is a climbing rose(from the tag). That seems makes sense because climbing rose need to grow large and tall in size in order to bloom. However, I didn't order climbing rose. It was clearly a mistake they made. Then they argue that the shrub rose and climbing rose are the same. The tag with a climbing rose label is for the ease of user. I was told if I train the rose as a shrub rose it will behave like a shrub rose. I don't buy that. They are rose grower and they cannot be serious about making such a claim. Climbing rose is same as shrub rose? During the interaction with their customer service people, I was given the impression that they are trying to find the issues that customer doesn't do well and refuse to admit their own issues. In my case, it's clearly the wrong rose was delivered. But they are blaming me for not giving the best growing environment to the rose and that's the reason the rose does not bloom. They have 5 year guarantee of their roses. Think again! it is impossible they will honor that. read more

We have ordered batches of bareroot roses from them over the past two years. This time, they shipped the order very late in the season for our zone, and they did not survive, although planted with the same care as the others. They have now been delaying reimbursement for several weeks, and keep requesting photos of the dead roses, obviously hoping that we have tossed them by now. Also, now looking at reviews of DAR online, they seem to have a very poor reputation with buyers. read more

Just awful customer service. I ordered a rose from them in 2023. They waited to ship it until it would arrive in November. What came was a small stick that was not in its pot any more due to poor shipping. I should have complained then but instead I hurried to plant it before the ground froze (I live in New England so November is super late to be planting roses). I planted it, watered it, and placed a cage around it to protect against critters. Well no surprise - it did not survive the winter at all. So much so that by spring, that tiny stick was just simply gone. I contacted them about a replacement and they insisted I provide a picture of the dead plant. When I explained it was simply gone, they refused to honor their replacement. In my experience they are not an honorable business to buy from and you would be better served buying from a local garden shop. read more

The rose I recd was awful, and for $53 I recd a four inch rose bush with yellow and dried up leaves. In no way was this worth $53. I'm so disappointed. read more

David Austin Roses is a company with no integrity. I received a gift card for roses on my birthday but moved from the west coast to the east coast and had about 5 years of restorative work to do on my new property. Preparing it for a cut flower farm. When the property was finally ready I went to use the GC and it expired 7 months ago. There is no one there willing to give me a credit for the GC even though I would have spent thousands of my own actual dollars there for my cut flower farm. That is horrible customer service and it's thievery. I will never purchase anything from them from now on based on principal alone. I hope this company's poor customer service contributes to their demise. read more

Ordered 3 rose bare roots Fall 2022 and they were delivered in May 2023. One died immediately, 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 online. The third one is hard to tell now, still a tiny one. If you don't take care of the quality and service, your business will not last. read more

I have ordered around 120 roses from David Austin since 2016. About half have survived. From what I can tell during the pandemic their sales increased dramatically and they could not keep up with demand. They started sending out less quality, ie, diseased, small or half dead. Some of the roses performed beautifully but others just didn't break dormancy or are still 1/4 of their original size after 6 years. I also often received the wrong rose. They were very good about replacing under their 5 year warranty until now. 41 of the 50 roses I purchased last year died. They refunded 3 of them. That's it! I have emailed several times about in the past 6 weeks, no response other than the standard "we received your email and will get back to you in 5 days." I filled out their online form, no response. The phone line isn't working half the time or the wait time is long. It's not worth my time to plant roses that simply don't thrive. They over promise and under deliver. I will not be doing businesses with them again. read more

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We have bought many roses from them. One of a kind. Big rose selection. Shipping is always fast. All my plants have been healthy with no problems upon receiving. They also have a wonderful warranty. read more

I had ordered bare root rose at David Austin Rose before. However, this January 17, 2021 order has been trying. By March 5, 2021, I still had not received my order, past my warm area's planting time as my other rose bushes had leafed a week earlier. On January 29, 2021, the company notified, "We are sorry . . . THERE HAS BEEN A DELAY TO YOUR ORDER." On February 24, 2021, I inquired about the order. The next day, the company informed, "will endeavor to ship your order by the end of February however with the severe weather conditions in east Texas last week, this may mean an extended delay into early March." On March 5, 2021, after my rose bushes had leafed a week earlier and after no update on my order's shipping, a delayed bare root rose is now a bit late for planting in my area, I requested an order cancellation. On March 8, 2021, I re-requested the cancellation. Though undoubtedly David Austin Rose has many patented and beautiful varieties of roses, how does its long shipping delays help a customer in receiving and admiring its roses or help grow its business? The company needs to get its act together and run like a business instead of as an excuse mill. I will examine patented and potted roses at local nurseries this growing season but I definitely will avoid David Austin Rose's mail order service, a drag. read more

I have ordered 16 David Austin Roses over the last 3 years. They have arrived on time and in excellent condition. Also, everyone of them have survived and grow and bloom beautifully in my yard each year. I have talked with customer service several times and had no issue with their help and response. I have absolutely no complaint against David Austin Roses, Tyler, Texas. read more

Three years ago, I ordered roses from David Austin's Tyler, Texas company. I had no problems getting my order in a timely fashion. I needed roses that could tolerate partial shade. My husband found them via the internet. My roses are blooming and beautiful. read more

David Austin Roses - David Austin climber "Tess of the d'Urbervilles" blooming in partial shade May 2, 2014 near my front patio. - Florists Near Me - Tyler, Texas

If I could give zero stars I would. I have been trying for over 6 weeks to reach them regarding a rose that's just not performing. There phone doesn't work. There chat doesn't work. Initially their email doesn't work. Then I think I got an email through, no response. I snail mailed a letter 1 month ago, no response. I msged them on FB, no response. Today, I'm going to pull the rose, put it in a box and mail it back to them. I understand CV-19 is challenging, but really? Roses are pretty, but heaven forbid there's a problem. Just buy it from somewhere else. read more

I guess I was fortunate, one (out of four)of my bare root David Austin Roses that I ordered in January actually survived.

Disaster. I ordered 3 roses in Spring 2020 and they happily took my money. Tick tock. I eventually got an email notification saying they were out of stock and it was too late to ship to my zone. I chiseled a refund out of them. But I understood that covid happened and the roses are beautiful so I gave them a pass and ordered early, in December 2020, for spring planting 2021. Tick tock. In March, a neighbor who ordered at the same time got a picking & shipping notice. I started a large hardscaping project to showcase the new roses. I ordered one more rose in early April and on April 9 asked if combining the shipment was an option. Tick tock. On April 19 I rcvd an email saying that they couldnt combine the orders but the December order was being picked. I received the single order. Yay. Tick tock. On April 26 I asked for an update. Tick tock. I then heard that my original order had been sent for picking on April 6 but that it must have gotten lost and I should get the UPS shipping notification by week's end. I wrote back: How disappointing and are my roses even in stock anymore? Tick tock. On April 28 I heard that no, it hadn't gotten lost, that was the single rose order and that my December order was in stock and was being expedited. Tick tock. Tick tock. Tick tock. It's May 6. Radio silence. They've stopped shipping to my state. I know covid has affected operations. And like every other mail order business on the planet, they've had a year to get it together. This is what they do. They prepare plants for shipping in the spring. The folks in customer service don't have a clue what's going on. I have zero expectations that I will receive my roses, getting refunded will be an epic chore, and I will never again order from this company. Life goes on. read more

I ordered a rose plant name, "Lady Emma Hamilton" on July 16, 2021 and it was a pre-order to ship Jan-Feb 2022 per their website. All orders have to be paid for at the time of order. Well today is February 15, 2022 and I am still waiting. 1. Called in January and customer service told me that they ship to Hawaii, California and Florida in January so I would have to wait until February. 2. Called in February and than received an email for a guarantee shipment of February 15, 2022. 3. Called on February 16, 2022 and the call was transferred to the United Kingdom and a person with a THICK BRITISH ACCENT answered the phone. You can't understand anything she says. 4. Called back 4 times and kept getting the same woman on the phone. Finally, asked for an American customer service agent and was told that the supervisor will call back later. 5. An American supervisor did call me back later on (caller ID said, "spam") and was told that she does not know why the farm in Arizona did not ship yesterday. She is in Texas. 6. She will follow up today, but UPS only comes once per day, at 5:00pm and they close at 5:00 pm. She will email me the tracking number before she goes home at 5:30 pm today? 7. WE SHALL SEE! P.S. Their farm is in Arizona and 1 customer service representative works at their call center in Texas. If that person is on the phone with someone else (vendor), than the calls are transferred to the United Kingdom for the overflow. read more

I am a huge fan of David Austin roses and have several growing in my garden. Since I lost 3 plants over the winter I thought I would replace them with David Austin roses. I placed my order via their US website (they are an English company). When I went to follow up on my order 6 weeks later they had no record of it. NOTE: My bank account however was charged the day of order. Since they were out of the roses I wanted, they were kind enough to offer a full refund. However, I have yet to see it. Apparently the refunds are processed in England even though the roses are grown in and shipped within the US. I called to inquire about the refund and customer service was quite snippy about it. Aside from their potential security issues, wait and buy your David Ausin roses from the nursery. I will never place an order with them again. read more

Received my Desdemona this afternoon in perfect condition. I didn't receive an email right away saying when my rose would ship, so I called the 800 number listed and they told me it would arrive this week. No complaints here. Will order again! read more

Terrible. I bought the "bare root" rose and it came without any soil. The rose looked like it was in shock. 3 weeks later and it's still in shock. It's not sure whether to grow or give up. I contacted the company and after pics and emails back and forth nothing. They tell me to wait for 6 weeks while their return policy is only 14 days long to make a claim. I am totally disappointed and disgusted. Never will I buy from them again. I am an avid gardner and I do know how to take care of my roses btw. read more

Very disappointed I ordered David Austin roses from the Texas company and they do not stand behind what they sell, I have sent a picture that clearly showed it didn't do well and something was wrong with the rose, but all they said was they would give me 30% really and then she said I would have a5 year warranty I just wanted them to replace what obviously was a bad rose, this is the second time that they have not taken care of a rose problem the first rose came with bugs I let them know right away no replacement and it died, I do not recommend buying from this company, makes me wonder if the company in the UK knows how their roses are being sent to customers! Buyer beware read more

David Austin Roses - golden celebrations rose DA - Florists Near Me - Tyler, Texas

I ordered a potted rose for a gift 3/29/21 and as of today 4/28/21, I am still getting excuses about PHYTO certificates to ship to California. There are many nurseries in California that sell David Austin English roses so what is the hold up? I got an email telling me it will ship between April and May? end of May? I was NOT informed when I placed the order online that shipping to CA would be an issue....not a great online company. I asked to cancel and a refund; the other Yelp reviews tell me that will be problematic? I paid through Shopify so hopefully this company will be honorable. So sad. read more

I've purchased several roses directly from David Austin I. Texas, after 2-3 years several roses start showing signs of mosaic disease.

I sent this review to David Austin whereupon they sent me 2 new roses. However they sent them to my P O Box not my street address which of course refused delivery, twice, so I was only able to plant them 12 days after they were sent (after I found out about the P O Box). However what they sent me this time was great with lots of buds and the roses are flourishing. I'm very happy with these roses. But why couldn't that happen in the first place? Why the hostile attitude? Why the careless incorrect address? read more

I paid $35 each for two of the smallest bareroot rose plants I have ever seen. The quality and size of these plants are terrible. I was so disappointed as I have several other David Austin roses which I bought at a nursery and they were much larger. I will never order from David Austin US again. I waiting to see what they do (they are 3 inches tall max with very small (pencil diameter stalks). One of them has only two canes with buds. After reading reviews on their customer service I'm concerned that the 5 year guarantee is worthless. read more

I just ordered a couple of roses that won't ship until the appropriate time (probably a couple months). They immediately charged my credit card although it is going to be weeks before they ship. I have never dealt with any other company ordering online where they immediately charge. It is charge on shipment. Also, I have an account but forgot my password so went through all the hoops to have a password change e-mail sent. Had to look at pictures and check which ones had what they were asking for similar to "I am not a robot" deal. No e-mail every came. I tried it twice. I did a "chat" and was informed "that part of our system doesn't work right." Also informed that I had to fill out each block because the autofill would mess up the ordering. What a frustrating 45 minutes. Won't order from them again. read more

Last June after our Snake/Columbia river cruise we spent 5 days in Seattle at an Air BnB. The accommodations were in a former caretaker's cottage attached to the back of the main house. It had its own entrance which was accessed via a graceful winding path from the driveway. Walking along the path I was entranced by the pink scented roses growing on a nearby bush. Our hostess told me it was a David Austin rose named Gertrude Jekyll. Every time I passed by it I inhaled its fragrance. I'm not a grower of roses, although I love their scent. I gravitate more toward rhododendrons, fuchsias and camellias. She teased me that she was going to turn me into a rosarian. I laughed, but I immediately looked up David Austin roses and when we got home I ordered a Gertrude Jekyll. The website indicated the rose would be shipped when the planting time was right for my area. It was delivered a couple of days ago, securely sealed in a cardboard box. Happily we've had a break from the rainstorms we've been having, so the timing couldn't have been more perfect. I opened the box and found the rose wrapped in a large plastic bag. The instructions were to soak it overnight, so I took a large bucket, sat it in the utility sink and filled it w/ water. When I removed the rosebush from the plastic bag I was surprised by how large and well established it was. It looked as if it was 5 or 10 years old. The roots were large and sturdy and the larger canes were about the circumference of my pointer finger. I soaked it and then realized I needed more potting soil, since I was planting it in an oak half barrel in the backyard. I bought potting soil this morning and used almost the entire bag to top off the soil that was already in the barrel. The rose is now planted. I gave it a drink of water and now it's a matter of waiting. So far I've been impressed w/ David Austin's Tyler, Texas store, both in terms of the quality of the plant and the service. read more

Glad it's not just me! I used to have great experience and great fun ordering from them a decade or so ago in Tyler. Then, something happened, I don't know what, but everyone turned into angry, hateful, and B*tchy. At the time, I only bought David Austin Roses, for over 30 years. The 20 or so rose bushes I had was only from them, and I'm fairly sure no one within at least a mile had Roses near me. So, when I got Witches broom on 5 of my rose bushes after planting the last order I had received from them and one of the new roses quickly showed the disease after it was rooted and growing, I called to ask for replacements. They got rude, I got ugly, and it wasn't a good situation, but they refused. Moving on, I later placed another order for 5 replacement bushes that they never shipped. I contacted them about May and they said they had forgotten the order, and it was too late to ship now (even though they were still shipping replacements). I had terrible trouble reaching them to ask management about this and then finally got a terrible person, Terry I believe was her name, and her attitude was just horrid. I'm sure she was having a bad day, but what she did was uncalled for, and how they handled it was atrocious. My son was next to me and heard the call, and said "Bad Business Practices". I was talking to him when I said "Stupid Business Practices", while covering the phone with my hand, and she apparently heard me anyway, said "Fk You", only she said the full words, and slammed down the phone. When I called back, I was met with attitude and extreme rudeness, even from a manager I had previously had great relations with. I learned that she thought I said Stupid B*tch, but it's still not how to handle the situation. I eventually contacted their VP in the U.K., I got 3 free bushes delivered, after the order was again forgotten and I had to get special permission to ship them after the shipping time, and I haven't ordered from them again. Based on what I hear and read on here and from others, I think it's time to write David Austin's off to selfish, childish narcissism and poor customer service skills or training by anyone who deals with customers there! No one deserves to be dealt like this, and I don't care what you think was said, you don't address your dog this way much less a paying customer. But, not only do they have trouble respectfully communicating with customers, they seem to even have troubles with basic tasks of filling orders and keeping customers updated as to their status. They need to understand once again that they are the seller, we are the buyer! Act like you deserve the business! Because, if you don't service your customers, someone else will and, in fact, they have, rather nicely! read more

I ordered from this seller through their website. I had a coupon code that I used that should have given me a free rose bush if I purchase 3. The website allowed me to purchase and select 4 varieties of roses. When the shipment arrived, there were only 3. When I called to find out why, I was told that the code is not valid even though their website allowed me to purchase with the code. Long story short, do not order from this vendor. Although I love David Austin Roses, the customer service was not the best. If I was the seller, I would grant the order as it was not the customer's error but my website's error. One rose bush had cost them future sales from my end. read more

I placed an order for my mother's birthday gift as she loves roses and I thought it would be wonderful for her to have some heirloom roses as a surprise. I was told by the customer service rep that the order would ship out that day (Thur) or the following Mon. A week later, my mother still had not received the roses although my card was charged the Thur of the purchase. When I emailed and called, the rep was very defensive and snappy. It was very disappointing what a poor experience this was; I was stressed out and the rep made it sound like the whole ordeal was my fault. The main parent company should keep a closer eye on the Tyler "American" David Austin company to maintain their quality standard. Besides the delayed delivery (they need to tell you the correct delivery schedule upfront) - they delivered this to Austin, and not Dallas where my mother is located. This is despite the fact that my order confirmation clearly states this was a gift delivery to be sent to a different address. Avoid this company at all costs! Terrible service and handling. read more

I decided to purchase a couple of roses from David Austin to check quality as a possible referral for my clients. To say that I was disappointed with the product is an understatement, The roses I received are the most inferior rose plants I have ever seen, The canes are the sizes of small pencils, roots sent without soils in a plastic bag...dried and stringy. As a landscape architect I know quality plant material and was truly appalled by the inferior plants costing over $25.00 each. When I called to express my concern the young woman on the phone told me to be patient that the roses will grow. I will be lucky if they sprout one bud as they appear almost dead. Stay away from this supplier......not worth the agrivation and certainly not the money. This company is truly a blight on the long standing good name of David Austin. read more