Q.Roses and your endorsement of Jackson/Perkins
The first part of this refers to Dave’s Garden reviews.
The canned reply to each of the previous complaints is a perfect example of the customer service of Jackson and Perkins. Like the other customers, after ordering both roses and hydrangeas from J&P they arrived looking DOA and – in the case of the hydrangeas – diseased. I took pictures and emailed them asking for replacement plants. The response was that I was wrong about their condition. They then instructed me to contact them if the plants did not recover after planting. I did. I was told to wait until the warranty ran out before requesting replacements (90days). Following the 90 days, I was told that now, the plants were out of season and could not be shipped. (As they would have known at the time they instructed me to wait until then). They said they had put a note in my file and would send replacement plants in the spring. From the overall tone of the multiple communications I had had with them, I knew I would never hear from them again. Nor will they ever hear again from me.
So sorry to hear of your experience with Jackson & Perkins. The original company was just never that way. However the company has been sold several times now and the customer service has without any doubt suffered big time. When I buy roses on-line I typically use Edmunds Roses or one called Roses of Yesterday and Today as I have found their customer service to be very good. You did all that you could and unfortunately many of these on-line companies are now only as good as the person you happen to get ahold of on that day and time. Very sad it is....
