This business has 1 alert
Complaints
Customer Complaints Summary
- 55 total complaints in the last 3 years.
- 41 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/09/2025
Type: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.
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****** *******
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
Initial Complaint
Date:03/31/2025
Type: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.
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**** *********
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: 04/09/2025
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: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: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.
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.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-ownerInitial Complaint
Date:03/04/2025
Type: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-ownerInitial Complaint
Date:02/18/2025
Type: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
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