Hi S.E.,
Thank you for taking the time to share your experience. I’m truly sorry to hear that it didn’t meet your expectations, and I appreciate the opportunity to clarify a few points.
When you placed your order, you initially asked for shipping “as late as possible,” ideally in April. You later revised your request to the first week of April, and we did our best to accommodate that adjustment. As noted on our website, customers may indicate a preferred shipping month, but not an exact delivery date, as timing depends on plant readiness, weather, and logistics.
Our roses are own-root, not bare-root and they are shipped year-round. It's completely normal, and even healthy, for them to arrive leafed out in spring. This reflects natural seasonal growth and is not a cause for concern.
The roots may appear compact, but they will naturally expand once planted. Teasing them apart is not recommended, as it may cause damage to the plant during this delicate stage.
We were also disappointed to hear that one of the roses did not survive. However, we’d like to note that we did not receive any photos or communication from you. We have a warranty program in place and are always happy to provide replacement credits for roses that arrive in non-viable condition, but we do rely on customers to reach out so we can help.
If you still have the plant and are able to send a photo, we’d be glad to assist. We truly value your support and hope to restore your confidence in our roses.
Best,
Evelyn
