ComplaintsforGrace Rose Farm

• Initial Complaint

  07/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Rose arrived old, not as described, and damaged by the original business. Dry branches, yellow leaves, rose itself is old. I wrote two emails to the business and received replies that the rose was resilient and would bounce back. I have been buying roses from other companies, but never seen such bad conditions.

  

  Business response

  06/04/2024

  Hello, 
  The pictures you included show that the leaves suffered a little bit from being in a box during the travel. The yellowing is common when shipping live plants with leaves on them, especially when traveling from CA to NY. All of the plants we sell range in 1-2 years old. We do have a 3 year warranty on our plants and ask you give the plant a chance, which I'm guessing you are since you planted it.

  GRF 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  A couple of rose plants were sent incorrectly. I ordered all bareroot roses, but I received 2 ownroots roses; they're very small. They said they were going to refund, but did not. Please see the PDF file of the email conversations.

  

  Business response

  06/10/2024

  Hello, 

  We refunded your order on 5/31/2024, per your request. Since you paid with a gift card, that is how it was refunded. You have since been in touch and requested the refund go back to Paypal which we have done. Please let us know if there are nay other issues withy this order. 

  Thank you, 
  GRF

  Customer response

  06/18/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21787405, and find that this resolution is satisfactory to me.

  Issue is resolved. Thank you.
  
  Regards,
  
  *** **
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband sent me flowers for Mother’s Day . when the flowers came, a few of them were just stems, and the heads of the roses were not attached. Also, the flowers were smashed and brown. When they did open up, they never had a nice shape to them. They were just flat and dead looking. I contacted the company who gave me an email address to send pictures but I was unable because it said there was no email server with that address, I tried quite a few times and then just got fed up dealing with the whole situation. They charge top dollar for their roses and Costco has better quality for less than a quarter of the price.

  

  Business response

  09/15/2024

  
  We’re very sorry for the condition the roses arrived and for any frustration you had with trying to send us images of the damaged roses. We looked through our email system and do not see one email from you. We have a contact page on our website that includes a link to upload a message and images. Our sincere apologies for the experience. It’s the weekend now but we’ll be in touch via phone to make this right with you. 
  
  GRF

• Initial Complaint

  05/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order (#1***8) with Grace Rose Farm on May 11th, 2023 for 2 rose plants. One plant is supposed to be potted, the other one is grafted bareroot. They were supposed to be shipped in the fall to New York. However at the time they offered to "over winter my plants for me" until next spring (2024) and will ship them out in the Spring for better planting weather/condition. They promised that as per my zone 7 the roses will be shipped out by April 21st the latest. After many emails back and forth inquiring about when the shipment will be, they kept promising it will be shipped out soon, empty promises one after another. In between these emails i have asked for a cancellation requests, they ignored the cancellation requests. They did not ship out the plants until May 12th. The 2 plants they shipped out are newly propagated plants, 2 little twigs size plants. No way they are of bare roots and potted rose plants as they advertised on their website and listed pictures. I have purchased progated own roots rose plants before and the one they sent me are in no way 1 year old. That's beside the fact that they sent me items that are not as described. I purchased 1 grafted bare root and 1 potted plant. The 2 plants i received are own roots, propated plants! They asked me to nurture the plants for 90 days before they can send me a replacement!. This is not what I signed up for! This is bait and switch business practice. Deceiving consumers. They should no longer stay in business. I no longer have faith that they will correct this issue. I want them to send me a return shipling label at their own cost so i can ship the plants back to them for a full refund. I do not want a replacement, because i do not trust them!

  

  Business response

  09/15/2024

  
  
  We apologize for the delay on the shipment and any frustration that was caused on this order. It does appear that you received one plant that was own root and it should have been a grafted bare root. The potted rose that you ordered is own root. Both plants you received are over 1 year old and have been in that same pot for the entire year. They are root bound and looking to be transplanted into the ground or a larger container asap so they can grow quickly. We have not heard from you in several months and are hoping the bushes are thriving. If you’re still having a problem with either of them, please don’t hesitate to reach out to our customer service department. 
  
  GRF 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is a total bait and switch. They sent me dead flowers that looked like they had been stripped for parts. Absolutely nothing like what is listed on their website- not even the same flower type. Please see the photos of what I received vs. What they advertise.

  

  Business response

  02/14/2024

  Hello, 

  We're very sorry to hear you're unhappy with the roses and that one rose was damaged during the packing process. In the box you received, there was information letting you know that we ship the roses tight, in bud form, so they don't bruise or shatter during the travel. The roses take 2-3 days to open up beautifully, and the images you provided to our customer service show that they arrived as expected. Additionally, the information in the box also lets you know that roses have guard petals that protect the inner petals and can easily be removed if you desire. 
  As our customer service mentioned to you, if for any reason the roses do not open up we're always happy to make it right and reship the roses. 
  
  Thanks, 
  Grace Rose Farm 

  Customer response

  02/14/2024

  
  
  Complaint: 21290867
  
  I am rejecting this response because:

   

  1. This is a pitiful response to dodge accountability. 

  2. False advertising 

  3. "Rehydration" of the flowers does not bring them back from the dead nor does it re attach the head of the flower to the stem.  Several flower heads were detached straight out of the box.

  4. These are not gaurd petals, these flowers were already stripped for parts before you sent them.

   

  I have ordered farm direct roses and flowers before- nothing ever has been sent to me in the horrible condition that you sent your product to me in.

   

  These are not even English Garden Roses, as advertised. I grow English David Austin Roses in my garden, they look nothing like this!

   

  Take some accountability,  stop scamming the public, and deliver what you advertise or advertise what you actually send!

   

  the flowers today are wilted, shriveled, and even smell dead. I am throwing them in the compost bin where they should have been thrown last week. 

   

  Thank you, for ruining my Valentines Day flowers.
  
  Regards,
  
  M**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought flowers and paid extra shipping fee for delivery, the flowers were not delivered. I sent numerous emails and voice mails that were all ignored by the company Grace Rose Farms. I am afraid this is a scam company.

  

  Business response

  09/26/2023

  
  We understand your frustration when roses do not arrive on time, however, they were shipped on time and a UPS delay, which is completely out of our control, occurred. Our customer service manager explained that to you when he responded to your first email and immediately refunded the extra Saturday shipping charge. He also responded to your second email which you then replied to, so saying that we never communicated with you is extremely false. Additionally, you purchased the Route insurance during the checkout process that fully covers instances where a product is damaged or doesn’t arrive on time. After that was pointed out to you in yet another email, you complained that we’re reportable for fraud. Our customer service team sent a full refund on your order prior to this BBB complaint so I’m not sure how you came the conclusion of us being a fraudulent company. The roses were delivered, our customer team spoke to you several times, and your money was returned. 

• Initial Complaint

  04/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered three roses plants then emailed grace rose farm to cancel the order, that was before at least a week before the order was shipped, there is no statement saying the order cannt be cancelled once it passes 48 hours. after I emailed grace rose farm to cancel my order, they did NOT say the order cannot be cancelled after 48 hours,and asked why I want to cancel the order,and I told them that I want to use my credits /gift card to replace the order. They drop the ball, and did not respond my email and shipped the order out without agreement. I was not expecting the order and away form home for vacation. I emailed them that I received notification on my phone that a order was delivered, which I already emailed to cancel, now they are saying I cannot cancel order after 48 hours. when I was making the online order, there is no notice during the whole process that the order cannot be cancelled after 48hours , if they had make it clear, I would have emailed them right away. The 48 hour policy was never made clear on the website to customer. I requested for refund , they refuse to refund and bring out 48 hour policy which I never heard of. The order was delivered on 4/14/23, I got home today on 4/17/23, the order was left at door, I opened the box, ony to find out that here were only two roses in the box, which are koko loko and mark shagall, the state of grace was missing. so they just sent 2 out of 3 rose I paid for, despite I emailed them to cancel the whole order, they sent partial order out and charged me full $160 dollar, $ 80 for each rose plant! this is rediculous. This is scam.

  

  Business response

  05/09/2023

  
  I’m sorry for the confusion and frustration this order caused you. We have a clear cancelation policy on our website for the rose bushes under FAQ that says “Once your order has been placed, you have 48 hours to edit or cancel your order. To edit or cancel your order, please email customer support at [email protected].” Your order was placed on 3/10/23 and the first communication with us was on 3/27/23, two weeks after placing the order. Our customer service was just following our standard procedures. 
  Regarding the missing third plant, we emailed you on 4/13/23, prior to us shipping the rose bushes that “one of them was not up to standard and we issued you a gift card for double the amount of rose bushes you ordered plus the shipping cost for the inconvenience. ($120) If you have any questions, please do not hesitate to respond to this email.” 
  If you wish to be refunded for the missing plant and shipping cost, we can do that and delete the gift card which was already emailed to you. Please contact our customer support to let us know how to proceed. 
  
  
  Thanks, 
  GRF

• Initial Complaint

  08/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or about July 26, 2022, four (4) fraudulent charges were placed on my credit card. One of the charges was from Grace Rose Farms for $104. Once caught, the fraudulent charge was reported to Grace Rose Farms via their website's contact portal and voice message. I also rejected the amount with the credit card company. Since then, the credit card in question has been canceled. However, the charge remains on my billing statement. I have called and emailed Grace Rose Farms numerous times and have not received a response. Furthermore, I use "Shop," and no delivery from Grace Rose is shown in their order history. Please provide details of the transaction, including a gift delivery address.

  

  Business response

  08/16/2022

  We're sorry for the confusion with the fraud order. When you spoke to our customer service associate and told him that you disputed the charge with your credit card, he thought that meant you filed a chargeback and no further action was needed. I then got your message on my phone and immediately issued a refund. I called you to confirm and you said you appreciated the refund and call. That was before this complaint was written so if there's something still wrong on your card on our end, please let us know and we're happy to contact our "Shop" platform. 

   

*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. ↩