Claiming diseased roses to be perfectly healthy… People buy roses because they enjoy the beauty of the nature and not because we want to get frustrated by bad customer service. I purchased a Claire Austin last year that they were helpful in giving me a refund after sending pictures through email right away. This year my order of Eustacia Vye was in the same condition as the Claire. First they claim they can’t open the attached files which they never had trouble with viewing even when they asked me to send 20 photos at a time before. Instead they asked to send pdf file which I did after taking a while. They still claim they can’t open the attachment. Then they direct me to a website. Then told me the rose is perfectly healthy and won’t replace it. If they can’t open attachment they should contact their IT and not keep directing their customers to do something else. And they shouldn’t sell people diseased roses and claim that to be perfectly healthy.

Just awful customer service 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.

Bare Root is spindly and thin Bare Root is spindly, needs cutting back to two stems, would not buy a one again from this company, better to buy one in a pot, at least you know what you get After complaining and buying a replacement rose from the garden centre, I was sent another rose from David Austin which was a far superior specimen, shame they didn't send it in the first place At the end I was happy but £35 out of pocket at the garden centre

I have been a Customer of David Austin… I have been a Customer of David Austin Roses for at least twenty hears. I recently contacted their customer service department. I was treated very poorly. The agent was rude and unprofessional. When I realized the she was not going to assist me I asked to speak to a supervisor. I was told none were available but one would get back to me. No one ever contacted me. I contacted the office in the UK no response. I will never buy from a company who demonstrates such contempt for their customers

Lovely Bare Root Climbers Having just received my bare root roses I must say I am thrilled they are here. I needed to speak to Customer Services at David Austin about a further order for Standard Roses, I am sorry but I can’t remember the ladies name but goodness me she was so very helpful. Her knowledge and understanding was wonderful. Thank you so very much for all your help. I have now placed my order for Standard Roses. Best wishes and many thanks, Lucy Porter.