https://www.yelp.com/biz/rogue-valley-roses-llc-phoenix
Business owner information
Janet I.
Nov 27, 2023
Unlike most rose nurseries, Rogue Valley Roses ships year-round. We rely on our customers to determine a ship date that works for them. With each order, we provide detailed planting instructions that indicate the appropriate time of year to remove plants from their pot and place into the ground. We clearly state that at least two and a half months is required for roots to become established in the ground prior to temperatures above the low 70's or prior to temperatures that cause the ground to freeze solid.
This customer DID NOT follow our planting instructions. Their order was shipped at the beginning of June. The customer apparently planted right away. Daytime temperatures reached 90 degrees within one week of planting, according to weather records for customer's location. It is miraculous that any plants in customer's order survived these temperatures.
Our own-root plants ship in 5 1/2" deep and 3" X 3" wide band pots that are described on our website. These pots are taped to the inside of shipping boxes to prevent them from sliding around while in transit. The customer's objection to taping the pots to the box is unclear to us. Removing the pot from the box may require use of a pair of scissors or utility knife, but the alternative is to have a damaged plant and/or loose soil when the plant arrives.
Despite an unambiguous description of our guarantee policy on our website, this customer wanted several roses replaced at our expense due to their negligence and unwillingness to follow instructions.
We have been in business for over 20 years and have thousands of dedicated, repeat customers who love our product and rave about us. Unfortunately, many comments on Yelp are from one-time customers that either did not understand what they were ordering or had an expectation that we would replace their roses regardless of circumstances.
Our staff is dedicated to timely, attentive, and knowledgeable customer service and the production and delivery of top-quality roses, many of which are difficult to find anywhere else in the world. Please consider the above and other negative Yelp reviews in this context. Thank you for your consideration.
