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:04/12/2024

  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.

  On March 16, 2023 I placed an order for a rose bush that they indicated would be shipped in the Fall of 2023. I made the purchase with this understanding. I also placed another order for two rose bushes on June 5, 2023. Not only did I not receive the two rose bushes from June but the March order was never received. This is now April 12, 2024 and I had not had any communication from Grace Rose Farm until I sent an email requesting these orders be shipped. Their response was they would be shipped at the proper planting time for my area in May—I’m in Zone 6b. Proper planting time for roses in my area for bare root can be as early as late January so this reasoning is getting tiresome so I requested they be promptly shipped. Again I received a different shipping window at the end of April. They’ve had my money for a year. They did not communicate with me about the delay in shipping. This is unacceptable.

  

  Business Response

  Date: 10/27/2024

  Hello C******, 
  
  We’re very sorry for your experience and understand your frustration with the delayed delivery. We had to wait until rose bushes were delivered to us by the growers. Dates were often adjusted due to Mother Nature and these situations were out of our control. We ship by zone and since you’re in a colder climate, we had to get all of the warmer zones out first. We see that your outstanding rose bush was canceled and refunded. Please let us know if there’s anything else you need help with. 
  
  GRF

• Initial Complaint

  Date:02/14/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:09/19/2023

  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 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

  Date: 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

  Date:04/18/2023

  Type:Billing 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 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

  Date: 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

  Date:08/09/2022

  Type:Billing 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.

  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

  Date: 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.