ComplaintsforGrace Rose Farm

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Rose pre-ordered Jan 2023, to be ship Aug 2023. I received rose on May 2024 with no notifications after asked about the order in April 2024. It was a buy two get one free, I selected all exclusive. May 2024 vendor send 2 undergrowth rose and one rose only have sticks. As experienced grower I put immediately care, which later was suggested by vendor. The stick rose die, I asked for replacement. There is no replacement & offer other rose non-exclusive rose (or non-exclusive rose equivalent credit) substitute due to "it's free rose anyway" The vendor has two years guaranteed , so I should have the same replacement whatever it's purchased price. No refunds. I suggest the vendor to keep its credit as buyer selected rose for yard on purpose, not just any rose

  

  Business response

  10/03/2024

  
  
  We’re sorry to hear that the rose you received is not doing well. We have a 3 year warranty on all of our plants. Please fill out the form on our website and we’re happy to replace it. 
  
  Thank you, 
  GRF

• 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

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed two separate orders last year for 2 roses on one order and 4 roses on the other. All roses were supposed to ship in February of this year. I have emailed them 4 times and called and left 3 voicemails and haven't received any reply until today. I got an email asking for my order numbers which I promptly sent to them and then received an email saying they were experiencing a high volume of inquiries and to go to the website to leave a message which I've done a number of times with no reply. I'm beginning to think this is a scam now having read other people having similar experiences.

  

  Business response

  10/03/2024

  
  We’re sorry for the frustration these orders caused you and the lack of communication on our part. Due to circumstances that were out of our control, we experienced a higher volume of customer service inquiries than our small team could handle in a timely manner. We accept responsibility and appreciate your understanding as we navigated through it all. Your orders have since been refunded. If there’s anything else you need, please let us know. 
  
  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. 

   

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order 90430 Fresh cut roses, next day delivery, expedited ship charges. Order 90430 roses for Birthday. Received totally brown. Dry, wilted, petals falling. Photos available. First time trying your cut rose delivery Never have I received anything this bad. Seriously

  

  Business response

  06/22/2022

  Hello - We shipped the roses to arrive on time, but they were delayed by UPS in transit, hence the horrible condition. We have already shipped a new package to you that has an arrival time of tomorrow by 10:30am. Tracking number is here: 1Z01685E*********3. There were extreme delays with UPS early this week due to plane mechanical issues and many of our shipments out of CA were affected. Perishable shipments, when delayed by the carrier, do not arrive in good condition. Additionally, power has been out at our farm since 8am this morning our to storms. J****, our customer service manager, was assigned the customer's email to contact him as soon as we have power to let him know that another shipment had already been sent prior to us receiving the customer's email today. Thank you.

  Customer response

  06/23/2022

  I am rejecting response by business and am requesting FULL REFUND.
  
  I was contacted by a manager from the business: R******?? Offering a double order of upgraded roses.
  I received a single order with 3 broken
  
  Thomas A Shilling
  ###-###-#### c
  ###-###-#### h

• Initial Complaint

  05/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered flowers on 4-27 for delivery on 5-5 for Mothers day. Tracking from UPS as of today 5-6 shows on the way still with no estimated time of delivery. Multiple attempts to call customer service, email customer service direct message on Instagram and no response. Company has zero issues taking your money for an order but actually delivering the order or providing customer support the company lacks any attention to the customer.

  

  Business response

  05/06/2022

  Hello C******,
  
  
  Thank you for your note. Please see attached documentation showing the roses were shipped on time by our farm per the day you specified in your order. You were given the tracking number via email and you can see that there is a flight delay with UPS (attached). It is the responsibility of the customer to check their tracking number, and by doing so you would have seen that there is a delay with UPS. This is not the fault of our farm.
  
  
  Your phone call to us was at 9am today (less than 3 hours from the time we are responding to this complaint). This is the ONLY contact we have received from you. There are no emails from you in our customer service system. It is not necessary to file a BBB complaint the very same morning you call us without giving us a chance to look into the UPS delay and call you back. We are a small business that fulfilled your order on time, provided you with tracking and instructions for receiving the roses. 
  
  
  We do not have any further information about when UPS will deliver the roses. You can keep checking the tracking for more information as they post it. We will file a claim for the late roses so we can be reimbursed by UPS for our losses. Your account has been credited for the order.
  
  
  All the best.
  
  

*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. ↩