Comments regarding Jackson & Perkins

Posted on May 22, 2012, updated May 24, 2012
Here's is my letter to them which I've NEVER heard back. Still haven't received the flowers...nor my refund. I will NEVER order from them again...and I WAS a long time and loyal customer.

Dear Jackson and Perkins Customer Service,

I’m not sure where to even begin. Overall, let’s just say my experience with your company over the past week has been more than disappointing.

I ordered flowers to be delivered to my mother in law and mother for Mother’s Day. Here are the issues I encountered since placing the order:

• It took me at least one hour to place the order with the customer service rep b/c you were upgrading to a new system. I had to recite my address, my recipients address, my billing information at least three different times.
• When I received my confirmation via email, the addresses were incorrect. I called to confirm that they did have the correct information and they did in fact have the correct information (supposedly).
• I was sent an order number via email. Your “order status” link on your confirmation email takes you to a page that says is disabled. Also, there is no order status link on your website. My order never showed up under “my account” either so there is no record of my order.
• You offered “Free 2 day express shipping” meaning my order should have been there by the Wednesday before Mother’s Day. I needed the order to be there no later than Friday and your CS agent assured me it would be there well before Friday.
• Not only did the orders not arrive by Friday, they didn’t even arrive before Mother’s Day!
• I called this morning (Monday) to cancel my order b/c at this point, I’m going to find another vendor who is more reliable to send mother’s day gifts to my mother’s AFTER mother’s day.
• You were unable to cancel my order b/c they were already in route to my recipients.
• The lady I talked to confirmed the shipping addresses for me and OF COURSE they were incorrect. One was going to my mom with the wrong name on the address. The other is shipping to me!!! I do not want these flowers they were not meant for me. But you are unable to cancel the order.
• At this point the ONLY thing I want to pay for are the flowers that are being sent to Northville, MI b/c they will arrive. I WILL NOT pay for shipping for either of these orders and I WILL NOT PAY for the flowers that are coming to me. I would be happy to return them but I WILL NOT pay for return shipping.

I ordered 5 roses from J&P on Dec. 1st, 2011. They were suppose to be delivered sometime in March. Around the 1st of April I was told that the plants they received were not up to their quality, so it would take more time, as they had rejected those that they had received. They thought it would take another couple of weeks, and I would have them. I called again mid April and was told that two of them would be delivered the day I called (and they were). But, one of the two was not one I ordered, instead a bare root rose that I didn't want. The one I wanted was no longer available, but I received no phone call or e-mail about it. They just picked something else and sent it. AND were going to still charge me! I don't order bare root roses because I'm not a good enough gardener to keep them alive. Anyway, I was finally told, a couple of weeks later, after talking to them AGAIN, that I would get a credit for the rose they no longer carry. In the meantime, so they said, I could expect my other three roses by mid May. Today is the 20th, and nothing else has arrived. Checked my order status, and it doesn't work. Never, ever, again!

MY EMAIL to J&P...

Attn: Customer Service @ Jackson & Perkins--

Back in January 2012, I ordered 12 Fragrant Lavender Simplicity Hedge Roses. They were supposed to ship to arrive at the beginning of April. They didn't. I kept checking the Jackson & Perkins website, and the status was never updated. I got absolutely NO communication from Jackson & Perkins via email or telephone, so I called when they hadn't arrived by the middle of April.

The Jackson & Perkins representative checked on my order and said that "Jackson & Perkins hadn't received the roses I ordered from the grower, and would only ship them if they met Jackson & Perkins' standards." I asked when that might be, and I was told to look for my roses at the end of April. I kept checking the website, and I see now that the ORDER STATUS button has been removed.

Well folks, it's now May 16th and I've heard NOTHING from Jackson & Perkins. So, regrettably I'd like to CANCEL my order (number 820572, reference above). I am deeply disappointed with your company. I ignored negative reviews on Dave's Garden and other sites that indicated that Jackson & Perkins is not the company it once was, and I placed my order anyway. I spoke to a Jackson & Perkins rep to select just the right roses. It is far too late to plant them at this point. Since I didn't order elsewhere, I'll just have to wait until the next planting season to try one of your competitors. And after reading countless negative reviews (four of them VERY recent) on Dave's Garden, AND given your lack of follow through, I'm not willing to take a chance on getting dead or tiny plants.

I don't know what is going on at Jackson & Perkins, or your parent company Park Seed. But I'd suggest you pull your act together. I should have listened to the negative reviews. Your company apparently lacks communication, integrity, and ships substandard product. And from what the reviews indicate, you ship dead plants and then only offer "future credit" on plants that you never seem to have in stock. Other reviewers explain that you don't honor delivery dates, ship gifts to the wrong address rather than the gift recipient, and well basically just can't manage to get anything right. No thanks!

Please confirm that my order has been cancelled. Show me that you can AT LEAST DO THAT! Then take me off your mailing list.

Cory Triolo

Posted on May 13, 2012, updated May 13, 2012
The first week in April, my sister ordered 3 knockout roses from J&P as an early birthday present for me. My birthday isn't until August, but she wanted me to have the roses in time for planting. I received the roses in horrible condition!

Not only that, I had ordered a mini rose for my mom to be delivered on Mother's Day. I ordered them in plenty of time and to take advantage of the "Free Express Shipping Upgrade" they had when I ordered the gift. I did not get the "Free Express Shipping" it was a scam!

I just received an email, telling me that my mom won't be receiving her gift, for today, Mother's Day, but she'll be getting her gift on Wednesday! I ordered her gift two weeks ago! (Even ordering from "Pro Flowers" a day or so before Mother's Day, my mom always got her flowers for the actual day! Not so with J&P!!!!)

The roses my sister ordered for me, came all brown and black. One of the roses had a little green on it, but after following their instructions, we planted them. hoping that one would grow. Today, all the roses are black. No green, at all! Plus, one had come broken and was a very little plant. No wonder they were on sale, J&P was trying to get rid of their old stock, they couldn't sell!

I had immediately contacted them, this past week, to tell them the roses came dead and broken. I also asked about my gift to my mom, since I hadn't received any shipping notice.

They just emailed me and told me that I can't get replacement roses, even though it says so on all the paperwork that came with the roses, on their website & catalogs! They said all they can do was credit my sister's credit card. I was trying to avoid telling my sister, thinking I'd get the replacements and she would still think she did a nice thing for me. But no! J&P would not send replacements! So I had to tell my sister and to tell her to be sure she got credit for her purchase. How much do you want to bet, she will have a hassle trying to get her credit card credited?

Now I have three big holes in one of my beds, amongst my other roses. It is getting too late to plant here. If my sister decides to order roses from another place, I won't get roses until the fall. Isn't that nice?

I highly recommend everyone to stay away from Jackson & Perkins, who are no longer a reputable company, since being bought out. Their service and roses are horrible!

If you want beautiful flowers/plants go to Lowe's Home Center. We bought beautiful roses, healthy and with new growth on them. They are now growing like leaps and bounds, with beautiful roses blooming. Those roses put J&P's dead roses to shame.

I am beginning to think that perhaps ordering flowers, online is no longer an option for me. This is a shame, since I am home bound and now must depend on someone else to pick out and buy flowers for me. Last year someone did buy flowers for me, but they weren't ones I would have bought for my gardens. However, the kind thoughts count.

Jackson & Perkins, shame on you. SHAME ON YOU!

Posted on April 8, 2012, updated May 11, 2012
Nice roses, packed well and arrived damp. When they grow and bloom I'll update my rating.

I ordered from them for the first time in March. I ordered two climbing roses. I received an email stating they had received my order. They ship to my region starting in March. I routinely checked my order only to see that it had not shipped yet. Now I can't even check online as the order status button has been removed. I sent two emails to two different addresses with no reply. So, today I called the company. They stated that my roses are back ordered and would be shipping at the end of this month. I never received word of this before and now it's too late to order most roses. I asked that they cancel my order and to send an email stating that it had been canceled. Guess what? No email! Horrible customer service! Worst I have ever come across with mail order. I will never order form them again! One and done!

Heartbreaking. J&P used to be wonderful source for roses. One of my favorite roses came from the "old" company at the end of shipping season and despite the lateness and heat did great. Last summer I ordered a Chicago Peace and it never arrived. I contacted J&P and they said they had trouble with them and would hold it til spring. Ok. So I ordered 3 bare roots for spring and they arrived without email notice. The good news was I wasn't away but they arrived without any packing material around roots and were dry. I soaked roots and planted right away but called to complain. I asked about last years Chicago Peace and was told it would be shipped in April. Its the end of April, 2 of the 3 roses survived, and no Chicago Peace. So I called and asked for money back on 3rd bareroot, told them not to bother with CP and please take me off mailing list. The receptionist was nice. :-)

I had the worst experience with J&P. I placed an order for Mr. Lincoln rose. They placed it on backorder and told me it is not available last year. It will be shipped in coming spring. When spring came, they canceled it without even telling me. When I called, I was told the quality was not good so we canceled it. I waited for about full 1 year!! :(
I would strongly suggest to THINK TWICE if you want to get roses from this company.

Have ordered a number of Roses from J & P over the years and always gotten decent bareroots, but last fall I succumbed to a free shipping sale.
NB that their customer service by EMail is generally non-responsive, if you want service call them.
First problem, I wasn't informed that the live plants I ordered weren't shipping till spring - that news was delivered to me when I called several weeks later to find out why my order hadn't shipped yet. The 'roses' arrived this month, tiny, leafless and slimey - two DOA, the third succumbing within days. One of the DOAs was 'Frankly Scarlet', on a broken quarter-inch diameter stem was a 3/8th" diameter bud union and two dead 4" long 1/8th" diameter branches - beating the smallest budded rose I've ever seen in commerce by a factor of ten.
Do not order live plants from this bunch!
When I called for replacements, my plants were 'unavailable' and bareroots were substituted for them - if they are great I may upgrade my review to neutral because the CS rep. was professional and well spoken, which I appreciate.
I had ordered bareroots separately, and they were OK, though one was undersized.

The world's smallest plants ever!

Two lilacs and one hydrangea, each in a 2 cup container, each no more than three inches tall. Price per plant $15-16 per.

I bought here with a gift certificate, otherwise, the whole thing would be going straight back. I would note the value as ridiculously poor, but that is a gross overstatement.

DON"T ORDER FROM THEM ! Half of the roses I ordered last spring arrived as dead sticks -some had no trace of a root anywhere on them !
I was told they would issue credit and reordered to be shipped when to plant in the fall. in January recieved notice that the varities I ordered are not available and issed a credit - calle dand and asked for a full refund and told they only issue credit for future purchases.

Don't waste your time expecting to get something from them !!!

Received two bare root roses (Peace and Mardi Gras). Both plants were in top condition.

Posted on February 20, 2012, updated February 21, 2012
Ordered 3 Shockwave roses and found out I had to go out of town for a couple of weeks. I spoke to Elaine (I think) and she got with her manager to have the shipment rushed. I received the roses 2 days later and they were of excellent quality and still moist. Couldn't have asked for better service.

i have had multiple bad experiences with this company. most are due to ordering rose bushes and then hearing nothing back for weeks. the quality of rose bushes is good but the reality is that they are awful at customer service and just don't get it. i've had orders cancelled and mishandled perhaps 4-5 times.

so despite the fact that they have beautiful roses, i've moved on to another company.

I had the same experience as dontforget2laug -- ordered a gift to be sent to a relative, but it was sent to me instead. In fact, it happened twice! The first time, I thought I must have made a mistake, so I ordered another gift and double-checked at checkout to make sure it was directed to my relatives. Again, the gift arrived at my house. Telephone customer service says it was my error and refuses to reship the gift. I've sent e-mail and will see if I get a helpful response, but most likely I will not be ordering from J&P again.

Ordered from them two years running. They seemed ok. This year, confirmation did not come through with ship to address only my name. I missed it. I didn't get any other email. So, they were sent to me instead of the person I intended to send it to. They won't help. Say its my fault. Only company confirmation I've gotten this year that hasn't shown billing and shipping address. Heck I know I looked up the address because I don't know it and I only sent it to one person. From the previous 2 years I get 2 of each overpriced catalog. Now I'll get three and the roses shoddy roses to boot. Never again.

Used to order form them , Now they are extremely overpriced and because I used to order from them I receive tons of magazines filled with 50 dollar amaryllis , 100 dollar small rosemary christmas trees and and 40 dollar 6 in pot lavender seriously I dont think so money is way to hard to earn to throw it away like that .

I am so unhappy. My daughters gave me a Jackson Perkins gift certificate for Mother's Day. They know how I love JP roses. I used to grow test roses for them when I lived in Salem Oregon. I ordered two rose plants by e-mail the last day available to order roses for spring, according to their website. When they arrived the plants including roots were dry and brittle, any small growth areas were also totally dry. I immediately called "customer service". It didn't take long to realize I was not talking with a gardening professional. I was told to continue to follow planting intructions and I had 30 days to file for a refund of my money. Despite TLC, nothing grew. I called "customer service" again for a refund and was told I could not get one, there was no guarantee on their plants after shipping time in April. When I asked other questions, including information included with shipping for refunds I was just lead in circles all coming back to no refund or credit. When I asked to talked to a supervisor I was told there was not one available, no I did not want to wait to have one to call back. When I asked for their legal department I was told they did not have one. I will not do business with them again. They are no longer the Oregon company they used to be. So sad. The end of an era of great roses here in Portland, City of Roses.

Posted on June 17, 2009, updated July 7, 2011
I live in Oregon and J/P has had an exlempar reputation here, until the change in ownership. Their products were
the supreme to buy and customer service was top-notch.
No more. I ordered Tuscan Sun roses a few years ago and did not like them, personal preference. I ordered --buy 3, get
3 free- Laura Bush roses (also an 'orange') and planted them
in the same line up as the Tuscan Sun. When they
bloomed, they were EXACTLY the same as the Tuscan
Sun roses! I notified J/P...now in the South...and NOT in
Medford, OR....and with a curse email stated they would
replace all six. They did. And this first year bloom
and foliage is still exactly the same as 'Tuscan Sun'. !

I notice that they no longer carry either of these roses.
I am suspect that they have lost track of their roses
and don't know themselves which one is which.

In the past, at least here in Oregon, any kind of product
from J/P was considered a high-end gift to give
someone. NO more. sad...

rlcpd

Posted on February 10, 2011, updated June 11, 2011
Posted on August 14, 2010, updated February 10, 2011
The postings I have read here have deeply saddened me. My mother purchased roses from J&P in the 60's and were so gorgeous that I promised myself if I ever had a garden they would be my main source of roses. I had a rose garden in the 70's and they were my main source at the time. I made a mistake on the initial delivery and they all died, only to have J&P immediately send me a second shipment for no addtional charge which my neighbors & I enjoyed for many years until we sold the house.

40 years forward, I am going to purchase a home soon and was so looking forward to place my rose order with them to once again enjoy my rose garden and it is bittersweet to find this site before even contemplating ordering from them this time around.

I cannot afford to mis-spend my $$ so am grateful for the info posted here. What a shame it is owned not by the former proprietors and that they have wreaked havoc with what once was a very reputable company.

If anyone can give me suggestions where I can buy my roses, I would be very grateful.

Thanks

This is my first purchase directly from Jackson Perkins online, I have grown Roses for over 30 years. I would say that my purchase of a new Laura Bush rose bush was one of the worst specimens I have ever seen. I have bought many rose bushes throughout the years at gardening centers, and if I had a chance to see this one before buying I would have kept walking. I was a little sad to hear JP was not doing good as a company, and I always believed they had some great plants until now. I have contacted customer service for a new plant or refund, but of course they are not open on the weekend, we shall see how this gos.

I had always heard that Jackson & Perkins roses were the best, so when we moved back to Texas I wanted to start a rose garden. I ordered 6 roses in early March, and they arrived very dry. I thought the roots would be in a plastic bag to keep them moist, but I was wrong. I got them soaking immediately, and we planted them the next day. Five of the roses are doing fairly well - two are blooming - but one rose has not done anything. My complaint is that I contacted customer service by email twice before getting a generic email reply that they are "so busy" that it might take 5 working days to get back to me. It has been more than that, so I called today. I had to wait on hold for quite a while before my call was answered. I was told that the rose that needs to be replaced is out of stock AND that it is too hot to send a bare root rose now anyway. I asked if he could give some sort of rain check so that I could get the rose at a later date for the same price. He said no. I wish that I had found this site and had done some research before I ordered from them. I get the refund, but I don't get a refund on my shipping cost. I should have bought locally and saved myself the time I wasted on the phone, email, etc.

I ordered 6 roses with free shipping, received them in a timely manner. However, one rose had no root system attached, and one had only 2 canes, they were all shipped with no medium, dry, in 90* heat. As you can imagine, I opened a light box, with really dry roses. I called their "Customer Care " line, was told that one replacement rose would ship, yep, only one. Oh, and they are out of the same rose, go figure. I'll plant them, including the not really a Grade A rose, throw the rootless wonder in the trash and hesitate to EVER order there again. Should have read this site first, but I have ordered there multiple times before. I'll update.

Posted on August 16, 2010, updated May 10, 2011
Posted on April 15, 2010, updated August 16, 2010
I bought 6 Roses from JP and I am surprised on all the negative comments of this company. I have to tell you that I ordered my roses and then read all the negative comments but, I like to see things out on my own. I was right to follow my own mind because I received my roses and they arrived when they were suppose to, and on top of that, they were BIG and very, very healthy. Some of the leaves fell off but leaves grow back and they are. I ordered 3 more roses and a tree rose and I am waiting for my delivery so I can finish planting. I expect them soon and I know that when they arrive, once again the roses will be in great, healthy shape. I know that all nurseries are not perfect and I will continue to order from JP in the future.

I got a potted moondance rose. A bit small for the price but it's growing nicely in my garden. Could have better customer service but overall pleased with my purchase.

As a former employee when the company was owned by Harry and David in Medford, Oregon, I was saddened to see the number of disappointed customers after the sale of the company.
Always a quality product when we shipped out of Medford, it seems that some of the customers aren't as happy any more.

Posted on July 28, 2010, updated April 4, 2011
It makes me very, very sad to read these latest schlew of negative reviews. I think what happened was when J&P was forced to file bankruptcy, they have been completely unable to take care of their customers--the company falling apart in terms of the financial disaster of 2010. Believe me, J&P used to not be this way! Before the economic disaster of 2010, J&P was one of the most responsible great companies. Every rose was fantastic, delivery was fantastic. I am a huge fan of their tree roses...So a huge positive for what once was....I think the employees are just demoralized-job loss, no pay, everyone scattering to the winds. It is such a sad thing...I just hope 2011 they will be able to pick up a buyer to rescue them.

I ordered a Fleur de lis trellis support during the 20% off promotion about a week ago and received the product this week. The parts packet only had 2 of the 3 bolts needed (minor inconvenience), but the tellis support was very well made and just what I ordered. I am very pleased with my purchase.

I am a bit sad to see all of these negative comments about this company. I have been growing roses for many years and have had nothing but good results from J&P. One of the very best roses in my garden is a Yellow one called "Countrytime" I planted in 2008. It is very disease resistant and beyond beautiful. I purchased 7 roses this year bareroot. They came in beautiful condition, healthy and well packed. Everything was labeled well and safely packed and dated. I ended up with 7 roses for under $70 using the sale packages. I am very excited to see how they do in my garden and you can visit me online at my site to see current photos when they bloom

Brooke Kroeger
http://www.creativecountrymom.blogspot.com

i just wrote them an email tonight informing them that the last order i got last year looks like it is about to die. i ordered 19 roses to them last year but only received 18 so i contacted them and they are very nice informing me that they will send me the 19th piece but it will not be the same as my order as it is no longer available so i just agree instead of them refunding me. all the 18 roses are growing. 16 grows alright, 2 is having a black spot in most of its body and the last one is not doing well (that's the reason why i wrote them and hoping they can replace it and that's the other reason why i gave them "neutral" rating for now. will change it once i get an answer from them.

I placed an order for a rose bush and an herb garden. I specifically picked my date for arrival as it was a gift. I had to call twice and the second call was the day before it was to be delivered! The rose bush they said would not be delivered till Feb or March. No where did it state that on their site. In emailing back and forth with customer service I was appalled at the lack of customer service! They more or less said they did not see that there was a problem. They have not replied at all to my last email. I did tell them I would not be ordering from them ever again. I will use my local garden store.

Posted on August 7, 2010, updated January 19, 2011
Wow, I came here to post my negative response and can't believe that the posts here are EXACTLY the same as mine? My mother is 82 and she loves roses. She isn't going to have many more years to enjoy them. I sent her a rose bush. It arrived dead, they don't have a replacement, and I've got to wait 8 months to get another one? This used to be a good and reputable company. I have purchased numerous items over the past 30 years. However, about 3-4 years ago ownership changed and now they are totally disorganized, the plant quality is in the toilet, and as many pointed out, they just don't seem to care. Something is very wrong when this many people experience the same quality and customer service issues over and over. Most companies are in touch enough with their community to know about Dave's Garden and respond to posts here. These people are clueless. Please, go somewhere else.

They are still selling Fortuniana Roses although it's a little hard to find on their website so I have provided a link:

//www.jacksonandperkins.com/gardening/AS/sitename/Fortuniana/NV/numRows/9

I ordered 12 different Fortuniana roses and I am awaiting shipment which should occur next week as per J&P customer service. (They send them at the proper planting time). I just received my Japanese Maple 'Shaina' from J&P yesterday and I will be providing reviews once I get everything planted and see how they are doing.

I ordered a gift certificate for my sister in April. She placed her order, waited excitedly for her delivery, and then contacted the company when nothing arrived. She was informed that her plants could not ship until the Fall, at which point she requested that the order be cancelled and that a refund be issued. On July 13th Kristy with Jackson and Perkins agreed to cancel the order, refund my credit card for the gift certificate, and remove us from all future mailing lists. Well today is September 3rd and I still have not received a refund.

I ordered a Double Delight rose bush in March of 2010. It didn't arrive when they said it would. It was a birthday gift so I was anxious about it. I emailed customer service and was told it was back ordered. Okay, but this happened several times. Finally I called and was told it wasn't available and they had cancelled my order. They said that my credit card would be credited and that I was lucky I ordered when I did because some people wouldn't even be getting their money back because of the bankruptcy. Well it's now the end of August and my credit card has still not been credited. This is a real shame because my mother always said JP roses where the best, and all of my rose bushes are JP roses. I wanted to give a friend one and this happened. I am very disappointed with this company. For many, many years they were the best roses around.

Jackson & Perkins started in 1872, and in 1963 they were sold to Harry & David. In 2007 H&D sold them to Park Seed. Park Seed began in 1868.
Jackson & Perkins and Park Seed filed chapter 11 bankruptcy protection this past April 2010. They have been struggling since 2009 due to the downturn in our economy.

I am saddened not to see any Roses for purchase, however, I have always had excellent experience with both companies. Even though selections and inventory reduced over the past year, my family is committed to use opportunities to patronize these companies.

These companies' history are inspiring and they are part of the American dream. I pray they succeed and prosper again.

Posted on February 17, 2010, updated August 17, 2010
Just wanted to add that I planted my first rose bed with J&P twenty-five years ago, and they were wonderful.

However, in 2007-8, I ordered Christmas delivery plants from them, one for a relative who was having her last Christmas. I order in late OCT. to make sure the little tree ($79 EACH-this was important to me) was in stock. I also ordered two other 'exclusive' little decorated trees-not as expensieve but very cute. EVERY SINGLE ONE was delivered four days before Christmas, as a POINSETTIA plant, worth about 12.00. As you can imagine, I came unglued and they did refund the entire transaction price, though I still feel very badly about the little tree, as it was my aunt's last Christmas. (They could have cared less.)

For some reason (look of the catalog?), I also ordered for 2008 EARLY,, and had near the same experience-one deluxe bulb garden replaced by 6 'freesias'? which were only foliage, and two more early ordered trees replaced by poinsettias NOT worth
$50+ dollars. This time the rep told me that I ordered too late-Oct 15? and told me they had the right, given by whom I don't know, to sub at Christmas.

I was done with them then, but reading the posting today, triggered me to share my experiences. Please, please don't place any expectatins of delivery OR quality if you order from this company. You would do better to bury your $ in a planter and send it to the person you are gifting.

I would hope no one else would have to feel the way I did after those transactions. They just DON'T CARE anymore.........and it's really too bad.

I ordered a rose from J&P at the end of May. My previous experience with J&P was outstanding: healthy plants, good warranty, great selection. This time the rose came in very dried out and dead looking. I hydrated, planted it the same way I did all my other bareroot roses and a couple of weeks later it still looked dead. I contacted J&P and they suggested that I water for a few more weeks to see if it would come out of dormancy. By July 13, it was obvious it was dead so I emailed J&P and asked for a replacement. They were then out of roses for the season and indicated they could credit my account. I asked for a credit card refund which they said would take 30 days to process (and no refund on shipping). I checked on the refund status at the end of July and they confirmed that it would be credited by Aug 13th. On Aug. 13th there was still no credit. I waited until the 16th to email them and told them I was now disputing the charge with my credit card company. They sent back an email telling me that due the high volume of traffic it would take another 7 business days to process my refund as a "rush" transaction. I called my credit card company and they told me that if 30 days had passed with no credit, they were empowered to just contact J&P's bank and reverse the charge. They were also sending J&P a notification letter to that effect. So, the moral of the story is that if J&P is giving you the runaround there are three steps to take:

1) Document your J&P conversations in email vs. the phone. It will be easier to provide the credit card company with supporting paperwork if they ask for it.
2) Be prepared to wait a full 30 days for your refund.
3) On day 31 your credit card company can get your refund whether J&P authorizes it or not. As the customer service rep at my card company told me, "that is what we are here for."

I agree with the people who have posted comments that J&P has changed. I'm sorry to see that because in my opinion they were one of the best nurseries around. I've grown their roses for years and won awards with them at the local rose shows. But, after this, I will definitely be shopping elsewhere.