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:05/23/2025

  Type:Product 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 am filing this complaint regarding a recent unsatisfactory experience with Grace Rose Farm, from whom I ordered seven exclusive bare root roses—specifically, four Pink O’Hara and three White O’Hara varieties. These roses were advertised as premium, exclusive offerings; however, they arrived in very poor condition and ultimately died one by one, despite proper planting and care.
  
  From what I have seen across customer forums and social media, this was not an isolated incident. Many others who purchased these same O’Hara varieties from Grace Rose Farm have reported similar outcomes, suggesting a systemic issue with the quality or health of this particular stock.
  
  Additionally, my order was shipped over a month later than promised, placing undue stress on the plants due to poor planting timing. Several roses were also missing from the final shipment, and I received no proactive communication regarding their omission. Customer service has been slow to respond and unhelpful in resolving these issues, and the shipping fees were unusually high compared to industry standards.
  
  I am submitting this complaint in hopes that Grace Rose Farm can acknowledge these concerns, take accountability for quality and fulfillment issues, and improve their customer service and logistics going forward. I value having access to rare and exclusive rose varieties and sincerely hope they can turn their business practices around.

  

  Business Response

  Date: 06/02/2025

  
  
  I am so very sorry that the beautiful plants you received were not vibrant. Per your request, I have issued you a refund on order 162731 in it's  entirety which amounted to the sum of $222.55. You requested  a refund on that order of $272.55 but the entire amount in the system for that order is $222.55. An automated email was generated. It will take approximately 5-10 business days to reflect on your form of payment.Please do not hesitate to reach out if you have any additional concerns.

  Sincerely,
  N**** ******
  Customer Relations Manager

  Customer Answer

  Date: 06/03/2025

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23365221, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  C******** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/19/2025

  Type:Product 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 placed an order for flowers on May 6th, 2025 for my mother for Mother's Day. It was order number 18****. My mother sent me a picture of the flowers when she got them and they looked completely different than what I ordered. I ordered Pink O'Hara roses and she got white roses that looked like something you would get from the grocery store. I also noticed while looking at tracking that the flowers came from Colombia. I thought this was a family business/farm in California. I emailed them and told them that I wanted them to send the right flowers. I got a response and they said they would send another bouquet. My mom got the flowers today and they are again the wrong flowers. They are pink but are still the kind of roses you can get at the grocery store. Not what I ordered. I tried to call customer service but all it did was put me on hold and then they told me to leave a message. I've ordered from this farm 4 years ago and never had any problems. After having these recent problems, I googled to see if they were having issues and it looks like a lot of people have had problems ordering from this company. They are not being transparent and they are lying. I want a refund. I will not be ordering from this company again. I'm not convinced they even have these particular roses at all. But they are advertising that they have them on their website, in email newsletters, and more. This is so wrong.

  

  Business Response

  Date: 06/02/2025

  I am sorry for the frustration you have experienced in this shipment. The first one was clearly the wrong color and we did provide a reshipment for you. On the website it  does say that we can not always ship the exact roses you selected and we try as best we can to provide the closest in color based on our availability which was provided. I have issued a refund per your request because I do believe we could have done a better job in explaining this policy to you.An email was sent and please know it will take 5-10 days to reflect on your form of payment.
  
  Again, on behalf of Grace Rose Farm I apologize. Our mission is to provide you beautiful roses which give you joy not angst.

  Sincerely,
  N**** ******

  Customer Relations Manager

  Customer Answer

  Date: 06/02/2025

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23342007, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  D******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/14/2025

  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 placed multiple orders as far back as 2023 and 2024. These were supposed to be shipped to me (Kansas City) in spring but I never got any update, especially the order from 2023. I had to send multiple emails, back and forth with their customer rep, and I could never get a definite answer about particular roses or what card the refund was issued to after I found out some of these roses were not available. My last email was follow up after the rep informed me that he processed the orders and they are being shipped although UPS is showing they have taken possessions of the roses days later. I followed up again after I didn't get response, and now I just want my money back. After all the money spent and all the trouble I'm going through following on all the orders. I come here to file a report and then I found out through here that people are having the same issues.

  

  Business Response

  Date: 05/26/2025

  
  
  I am so sorry for this experience. There were entirely too many emails exchanged in Customer Service. I can assure you that I am in the process of  evaluating current staff and spending time with each associate in how to listen to a customer in written and verbal correspondence. 
  
  I have refunded the orders I could, but the one transaction was with Pay Pal Express. I have emailed you requesting the email with it and will get that refund processed promptly.
  
  Again,I am very sorry for the disappointment and frustration you have experienced.
  
  Sincerely,
  N**** ******
  Customer Relations Manager

• Initial Complaint

  Date:04/09/2025

  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.

  On Thu 3/27/2025 11:37 PM EST, I ordered two roses for a total of $100 with an expected delivery date of April 7, 2025. I have not received the roses. I have not received any shipping notification. I sent an email requesting to cancel the order. I also left a voice message to cancel with a refund. I have yet to receive a response from Grace Rose Farm. I have initiated a complaint case with PayPal to receive a refund. I have also filed a complaint with the Federal Trade Commission.

  

  Business Response

  Date: 04/10/2025

   

  Per your request your order has been refunded. Please let us know if you did not receive notification of this transaction.

  We sure hope you give us another opportunity. If you do, please note that the date you select is the date that shipping will be initiated. Once the roses get to UPS they send notification of when the shipment will be delivered by.

  We are sorry about the confusion.

  Warm regards,

  GRF

  Customer Answer

  Date: 04/10/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23183267, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Y****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/31/2025

  Type:Billing 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.

  On July 13, 2024, I purchased a Grace Rose Farm (GRF) Membership to gain priority access to high-demand florist roses and premium customer service.
  
  Between August 2024 and February 2025, I placed nine (9) separate orders totaling twenty-nine (29) roses, including three (3) membership-exclusive roses. I paid for shipping and Route Protection on most orders, totaling approximately $1,369.
  
  Without my consent, GRF combined all my orders into three (3) shipments. After I objected, they reduced it to two, despite my having paid for individual shipments. The first combined shipment (12 roses across 3 orders) arrived on March 25, 2025. Only 3 roses appeared healthy. The rest showed crown galls, open wounds, or signs of recent gall removal. Due to the highly contagious nature of crown gall and tight packaging, I considered the entire batch contaminated and requested a full refund or replacement within 3 days.
  
  The second shipment (4 roses from 2 orders) arrived March 27. Two of the four had open wounds and gall-like growths. I submitted another refund/replacement request.
  
  On March 30, I received a response from GRF’s “expert” (no last name or credentials provided), who acknowledged only 1 rose had crown gall and advised discarding it. All other issues were dismissed. The expert suggested disinfecting remaining roses with Lysol and isolating them in pots—an unprofessional and inadequate solution.
  
  I again requested a refund for the 12 roses, cancellation of my membership (as the included roses were likely affected), and cancellation of my remaining 17 pending roses. I offered to return both shipments at my expense. GRF has not responded.
  
  I am seeking BBB assistance in obtaining a full refund for affected orders, cancellation of my membership, and cancellation of pending orders.

  

  Business Response

  Date: 04/01/2025

   

  Per your request a refund as been issued for the bushes delivered March 2025 as well as a cancellation for the pending orders. In addition, I have requested a refund for your membership. It will take 5-10 business days to be reflected in your account.If you have any additional questions please reach out.
  

  I am very sorry to see you go. On behalf of GRF please accept my apology for the disappointment you experienced. 

  Sincerely,

  **** *******

  GRM-owner

   

   

  Customer Answer

  Date: 04/07/2025

  
  
  
  
  Complaint: 23140457
  
  
  
  Dear GRF Team,
  I hope this message finds you well.
  I am writing to follow up regarding the refund that is still pending. As of today, I have not received confirmation that the refund has been processed. I kindly request written confirmation from your team that the refund has been issued.
  Please note that, under normal circumstances, refunds processed by your company appear on my American Express Business Card—used for the original purchase—within one business day. As I have yet to see any such transaction, I would appreciate your prompt attention to this matter.
  Thank you for your assistance.
  
  
  
  Regards,
  
  
  
  E**** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 04/09/2025

  Hello! I wanted to confirm that I have received a full refund and I’m completely satisfied with the resolution. I truly appreciate the time and effort that was taken to address my concerns and ensure everything was handled properly. Thank you again for your professionalism and follow-up.

• 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******* *****