Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requesting a refund on my orders worth over $600 and they are unresponsive. I sent them an image explaining my consumer rights to which they then responded with a tracking number. I’ve been checking the tracking number everyday and UPS still hasn’t received the items. I emailed them again telling them I don’t want my items late and I want a refund and they are not replying.

  

  Business Response

  Date: 03/25/2025

   

  Hello N*****,

  
  I am  responding to a conversation you had with one of our customer service associates regarding the status of your refund.Once a customer initiates a chargeback there is nothing we can do on our end to refund  your money because the action is in process.. We certainly will not dispute the request  when your credit card company reaches out to us regarding the claim.Your credit card company should already have transferred the funds to your  debit card or credited the credit card.

  
  Please feel free to reach out to me if you have any additional questions or concerns. I sincerely apologize for the frustration and disappointment you have experienced.

  
  Regards,

  
  R*** *******

  Grace Rose Farm-owner

   

• Initial Complaint

  Date:03/14/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 3 roses to be delivered on Feb 10, today March 13, the roses were never delivered. A fake tracking number was created but no roses were sent. I need my roses or refund my money. This is a fraud business

  

  Business Response

  Date: 03/24/2025

  
  You have been a valued customer for a couple of years and I am so sorry that your most recent experience has been disappointing. Upon reviewing our records, I see that two of the orders were received the week of February 10th, 2025. February is a very busy month at GRF and our desire is to exceed your expectations not the reverse.The order in question was delivered albeit late.This is not acceptable.

  
  I have issued a refund on the order containing the Nottingham Hill,Georgia Peach, and Pink O'Hara. It will take 5-10 days for this to be reflected on your credit card. Feel free to reach out to me with any questions or concerns.

  
  Thank you for your business. We hope you enjoy these roses for years to come.

  
  Sincerely,
  R*** *******
  Grace Rose Farm-owner

  Customer Answer

  Date: 03/24/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23064486, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Q**** ******
  
  I accepted the response from Grace Rose Farm.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a rose tree in November. Delivery date was sometime in January (third week?). That date passed with no contact. I emailed many times over the past 6 weeks, and was told repeatedly that it would be shipped, but given no date. Then on February 17th I sent a message asking for a refund since I had not received the rose tree, and there was no sign of it being shipped. K****** *** responded saying that a shipping label "had been created". I waited more time. I checked the shipping number many days in a row and the rose tree was never given to UPS. On February 23 I again asked K****** for a refund. On 2/24 K****** said that he had escalated my request to management. I have not heard anything further. On last Friday 2/28 I emailed K****** again asking what was happening with my refund, and if he could give me the name of someone who could help me. Silence. So, I really would just like my money back, and no one is replying to me.

  

  Business Response

  Date: 03/24/2025

   

  Good morning M****,
  
  On behalf of Grace Rose Farms I am apologizing for the frustration you have experienced with your order.
  
  My records indicate your order was delivered on March 5, 2025. We hope you enjoy it for years to come.
  
  I have issued a refund. It will take 5-10 business days to  reflect  on your credit card. If you have any questions or concerns, please do not hesitate to reach out to me.
  
  Sincerely,
  R*** *******
  Grace Rose Farm-owner

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fiancé purchased a bouquet of "15 luxury Juliet roses" for Valentine's Day. On the website, these are advertised as lush roses in a deep peach color with dozens of petals per flower. Instead, we received a bouquet of small, dying pale pink roses with petals decaying that look nothing like what were sold to us, because they are not Juliet roses. The flowers that were sent to us look worse than a $20 bouquet from a grocery store. We reached out via email, phone, and instagram. They do not answer their phone and we left two voicemails they did not return. We sent two emails, they did not respond to. On instagram, the business owner responded and denied that we were sent the wrong flowers and said it was a matter of "preference" to not want to spend $ on dying flowers that are not what were advertised. She did not even have the decency to apologize at our disappointment. They deleted my honest comments on instagram and blocked my account. I then looked into their reputation and found MANY threads on reddit, where angry customers all vent about their experience with these fraudsters who either never send flowers or send flowers that look nothing like what was advertised and then refused to issue refunds. 

  

  Business Response

  Date: 03/25/2025

   

  Per our discussion the money for the order your fiancé  made has been refunded. Please accept my apology for the frustration this created. Our mission at GRF is to provide joy and happiness with each delivery. So sorry we did not live up to that expectation.

  This is a very exciting time in your life. Congratulations on your engagement and best wishes on your upcoming wedding.

  Sincerely,

  R*** *******

  Grace Rose Farm-owner

• Initial Complaint

  Date:01/27/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 5 roses for a total of $200 plus taxes and shipping of $42.78 on Oct 20, 2024. The payment was actually withdrawn from my credit card on that day. I have confirmed that, and I have the paperwork. Grace Rose Farm promised that the roses would arrive in November 2024. At the end of November, I contacted them. They replied on December 2 2024 that they would ship the roses in the first two weeks of December 2024. On January 2 2025, after another inquiry from me, they replied that they were shipping the roses in the "first half of January." It is now the end of January and they have not yet shipped the roses or been in touch with a shipping date. This is fraud. They are taking payments up front and not delivering the items. They do not offer refunds when I write to them and ask for refunds. This is NOT a discount nursery. They are asking for top dollar. They now have very aggressive advertising and email marketing. I am concerned that they are taking money from literally tens of thousands of customers and making off with it.

  

  Business Response

  Date: 02/11/2025

  
  We are very sorry for the frustration caused by the delay in this order. Unfortunately, the harvest of these roses was later than we expected and we had to push our shipping schedule back a bit. We apologize for the lack of communication throughout the process and take full responsibility. Your order has been canceled and refunded per your request. 
  
  GRF  

  Customer Answer

  Date: 02/11/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22862912, and find that this resolution is satisfactory to me.
  
  Regards,
  
  C******* *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/13/23 Bought two specialty rose bushes Order #1***3 $101.04 "to ship after your area's last frost date" which should be February 2024 5/23/24 One rose bush delivered via UPS 1ZF783Y*********91, immediately write customer service 6/3/24 Customer Service asks which rose bush I received. Respond same day. Customer Service says they have escalated to management. 6/19/24 Send follow up email. No response. July 2024 Second rose bush died because it was delivered/planted 3 months late 8/13/24 File dispute with capitalone. They automatically deny because it has been longer than 60 days since expected delivery. I see now via other online reviews that this is their typical business model - pre-charging for rose bushes that never arrive and refusing refunds.

  

  Business Response

  Date: 02/11/2025

  Hi D*******, 
  Our sincere apologies in the lack of response to your order. If an order is unable to be refunded to the original payment method due to time limits, we are more than happy to find alternative methods like Paypal and Venmo. 
  We have been in touch since you posted this review and we appreciate you giving us another opportunity to make things right. 
  
  
  GRF

• Initial Complaint

  Date:07/24/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought four rose bushes from Grace Rose Farm on April 11, 2024. I received ONE rose bushes that was supposedly a 2 year old bush (it is tiny) and the other 3 were set to ship. They never came. I began inquiring about their ETA and received no response. When I finally did, they offered for me to pick from a few bushes they had left that I had no interest in, and I chose to be refunded. I was told that it would take 10-15 days to process a refund. This is from an email I received June 30th. Fast forward several emails later still inquiring about my refund, as my final payment through Shopify was set to go through, I didn’t want to pay again for something I had not received, and for an email stating they tried to issue a refund for $207, but got an error code and attach a picture. I have never had a business have so much trouble refunding a customer to their original form of payment?! They asked for either my Venmo or PayPal (which they have my email and phone number), and I sent both back just in case to confirm and I still haven’t had a refund to my PayPal account! I did put in for a dispute through Shopify, as I did not want the final payment to process. I told GRF I would allow the final payment to process IF they refunded me the $200.64 they owe me. I’m guessing the $207 is for part of S&H. I sent another email last night wondering where my refund was again, stating that I would contact BBB, leave reviews on Yelp, and on FB, instagram and anywhere else I could think to assist me in getting my refund, including contacting a lawyer. Which I actually do have as I am an RN, and one of my employee benefits is a lawyer. I would like my refund issued STAT. It should be criminal to not provide the product you have paid for, and not refund the consumer when you ca not fulfill their order! Then nevermind the time that I have had to spend contacting them to do the right thing that should have been done in April! I leave this in good hands.

  

  Business Response

  Date: 07/24/2024

  Hello H******, 
  We’re very sorry for the frustration this order has caused you. The remaining bushes on your order were refunded via Paypal ($207) prior to you posting this message. As you stated, we tried multiple times to issue the refund to your original payment but for some reason, which was out of our control, it didn’t go through. Most likely since you had already initiated a dispute with Shop Pay. Your order was placed on May 19th so we’re confused when you say we should have done the right thing in April. We have not tried to keep your money and have been working with you since your email on 6/30 to get your refund and make everything right. As we mentioned in the beginning of this response, the $207 was already refunded via Paypal. If you haven’t received it via Paypal, please contact us via email and we’ll be happy to provide proof. 
  
  
  GRF

  Customer Answer

  Date: 07/25/2024

  
  
  Complaint: 22030926
  
  I am rejecting this response because:

  My original order date and processing of my payment was actually May 21st, please see attached picture and prior provided photos. I also emailed several times in could faith to email you before asking on July 15th to dispute the purchase for you to take care of this matter so it would 1.) satisfy a customer who didn’t want to go through all this hassle just to get their money back. 2.) Potentially leave you with more negative reviews after the hardship you endured with your business partner 3.) I really wanted to like you, your business model and your beautiful roses. Maybe I just caught you at a bad time.
  
  However, when your staff states they will refund you months ago and I have alllll the emails stating you will and you get nothing until a PayPal credit finally shows up on 7/24/24 after contacting the BBB it really is telling. Especially when you read similar reports on BBB. 
  

  Thank you for the refund, I really hope you do well, I think you just need to make sure your front office is following through; hire more staff for season, or maybe hold a meeting on how you guys can put your best foot forward if things don’t work out with a customer so they DO come back and repeat business with you.
  

  As much as I would want to, I will stick with David Austin, as I got them on time, no issues and my bare root roses I received before my one 2 year old Bolero from you are flourishing. I’m not sure my Bolero will make it. 

  
  
  Regards,
  
  H****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased three rose bushes from business on Feb 29. Did not receive order until late May. Emailed a few times asking for status and for refund. When order arrived I was missing an item. When I emailed again about it I was told that it will be shipped. Never received and reached out again. Then I was told one of the items I ordered was subpar so they aren’t sending. I’m not sure why they did not inform me or automatically process refund. I asked for a refund on June 15 and they have still yet to process a refund. I have email chains to share if needed.

  

  Business Response

  Date: 10/03/2024

  
  
  We’re very sorry for any frustration caused and the lack of communication with your order. We were shipping by zone and your area was scheduled to ship in April/May. We do see that the refund has been issued and apologize for the delay in getting that to you. If there’s anything else you need, please don’t hesitate to contact us. 
  
  GRF

• Initial Complaint

  Date:07/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a bouquet order for my mom as a thank you. When the bouquet arrived at her house on June 14, 2024, the flowers were damaged, dying, and looked terrible. I sent an email to the company at their designated customer service email address that same day with several photos of the damaged flowers, requesting a refund. I followed up two additional times with emails. Not a single email has been responded to.

  

  Business Response

  Date: 09/15/2024

  
  We’re very sorry for this experience. For some reason your emails ended up in our spam folder. When we realized what happened we immediately reached out to you but didn’t hear back. Your order has since been refunded. Please let us know if there’s anything else we can do for you. 
  
  GRF

• Initial Complaint

  Date:06/25/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/10/24, I ordered 3 rose bushes.The order number is #33551. On the website,the vendor states:"As as of May 20, 2024, orders are shipped the same week an order is placed." As of 6/25/24,this message was still on the vendor's site.On 6/10/24, the vendor sent a tracking number for the order, which as of today has not been scanned in-the order does not appear to have left their facilities.On 6/18/24,I emailed them for a status. In response, I received an automated reply including this statement: "During business hours, we typically respond within one to two hours but during high volume periods, it may take us up to 24 hours to respond to your message.Customer Service is unable to respond to social media DMs.Please direct all messages here."I have not received a response yet.On 6/21/24, I called the number listed on their website. The website states Phone Support is available Monday to Friday from 8am to 4:30pm PST. However I received their voicemail box when I called at 12:13 CST, then received a text stating "Hello, due to a staggering amount of phone calls, we are not offering phone support at this time. If urgent please reach out to [email protected]". This morning I received a mass email asking if, due to excessive heat, I still want my order shipped now. The email asked me to reply yes or no, with a no response resulting in the order being shipped in September. I responded that I wanted the order shipped now. However, they sent a similar survey on 10/3/23, to which I replied that I wanted my order 16011 shipped right away, but my request was ignored. I received that order on 6/9/24, and there was no communication from the vendor explaining the delay. In addition, the shipping label was never scanned, so when the roses arrived unexpectedly I was out of town; they languished in the box for days. As such I do not have faith my request today will be honored. When I have requested a cancellation in the past due to shipping delays, I have been rebuffed.

  

  Business Response

  Date: 10/03/2024

  
  We’re very sorry for any frustration that occurred with your orders. The order you placed in June we would have shipped if you wanted but when we sent the email about the heatwave and giving you an option to ship now or hold until September, your response was to cancel, which we did. The entire country was going through an intense heatwave during that time and we always want the roses to arrive in the best possible condition, which is why we sent an email to all customers.
  
  GRF