Comments regarding Jackson & Perkins

Last year for Mothers Day 2008, Purchased a Don Juan and Dream Weaver Rose. One survived over the winter. Like most companies, I took my receipt and was ready to call Jackson Perkins to request replacement. But when I loooked at their guarantee...I saw they only comitt to 60 days. My advice is to NOT purchase roses directly from Jackson Perkins. There are many companies that guarantee plants for life or at least one year. Jackson Perkins does neither.

The quality of Jackson & Perkins roses is very POOR. I own over 100 rose bushes and have probably lost more than that in their roses. I am now ordering my roses from David Austin Roses. They aren't too big on replacing their roses either however they do much better than the JP roses. My local nursery carried JP roses for years, not anymore! These roses don't perform well at all. Don't waste your money!

Onewish1 knows my story exactly. See the email chain below:

I couldn't help but send this reply:

Are you aware of what your customer service is doing to your reputation? You might want to check this out.

Please forward this email to upper management.

[HYPERLINK@davesgarden.com]

Today there were 41 negative feedbacks this year. Make that 42.

Last year I had a year to evaluate the performance of the roses. But, since I had hoped they would grow and not die, I didn't contact you within 60 days, since I had a year! That was the guarantee when I placed the order.

Unbelievable. I was so excited to order the legendary Jackson and Perkins roses. Evidently, you are still legendary, but for something completely different.

Don't worry about me gardening with Jackson and Perkins again...

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From: service@jacksonandperkins.com
To: me
Date: Mon, 20 Apr 2009 14:53:19 -0400
Subject: RE: Thank you for your order from Jackson and Perkins


Dear ----


Jackson and Perkins Order # -----

Thank you so much for contacting us here at Jackson and Perkins! We value our customers’ comments and questions highly, and we appreciate hearing from you.

Unfortunately we cannot replace these roses, Our guarantee is only 60 days and these are to far from the guarantee cut off to be replaced. If you see your rose are not performing well please notify us as soon as possible and we can notate your order and extend the guarantee in order to see if maybe the roses will make it.


Again, thank you for writing to us. If you have any further questions or comments, please do not hesitate to contact us. To help us serve you better, please use the Reply button to respond so that all previous communications will be included. Thank you for gardening with Jackson and Perkins!

Kristen
Jackson and Perkins Customer Contact Team
2 Floral Avenue
Hodges, South Carolina 29653
Telephone: 800-292-4769
Fax: 800-242-0329
//www.jacksonandperkins.com
email: service@jacksonandperkins.com




Find beautiful solutions for all your gardening needs and gorgeous flowering gift plants for every occasion. Just click here: //www.jacksonandperkins.com


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From: Me
Sent: Saturday, April 18, 2009 12:22 PM
To: JP CustServ
Subject: FW: Thank you for your order from Jackson and Perkins



Last year I placed an order for the roses described below. The order was lost and was not shipped until well after optimal planting time. I tried to nurse the roses to health, and thought that they might make it through the winter. As the owner of approximately 50 roses, I had high hopes for these roses.

To date, it appears that only two of the roses survived. At the time of my order, it was my understanding that the roses were guaranteed for one year. Now it appears your guarantee has changed.

Will you still honor the guarantee from one year ago and replace these roses? I will ship the roses that failed to live back to you for proof.


(The total of my order was 134.47)

Just goes to show, only order as much as you are willing to lose. (sounds like a gamble - wow I guess it is)

Last year I ordered two roses, Disneyland and Mardi Gras bare root. They lost my order and then sent them to me late in the season. I saw one of the grafts were pretty high, I covered them with mulch to try and protect it over the winter.

This spring rolls around I am doing clean up outside and realize the roses are dead. The grafts were made too high and they rotted in the ground.

I get in touch with JP to see if they are going to make good on this purchase... yet... they are not... responded with "bare root roses are only guaranteed for 60 days".... WOW are you kidding lets send something dormant to someone TOO LATE IN THE SEASON after we loose the order.... and only give a 60 day guarantee so there is no chance that we have to replace the dead plants we send...

DO NOT BUY FROM JP.... Terrible waste of money

I have had a terrible experience with this company!I ordered plants last May and never did receive them !I have called about them and have been told they are on back order ! I called a couple weeks ago and they told me they would be shipping soon ! I called today and was told they no longer carry the items and they have been discontinued ! I can not believe they would keep peoples money tied up like this and string them along over a year !

I received my Summer of Love Tea Rose Bush about three weeks ago and it was very healthy and had many canes with new sprouts and a very healthy extensive root system. I planted it after soaking it in water for two days and it looks like it is taking beautifully after three weeks. I was surprised at the size of the rosebush, it was bigger than the ones in the stores and I wasn't expecting that. I will definitely order more tea roses from Jackson & Perkins since their tea rose is healthier than any other I have seen in a long time.

I had ordered a standard tree rose back in February, and it arrived this week, as promised, at the perfect planting time.

My jaw dropped when I saw the 6' long box. The tree rose was carefully wrapped and packed - bareroot.

The roots are easily 18" long and look really strong and healthy, as do they numerous thick, green, luscious canes.

I could not be happier with my purchase. :)

Just received three climbing roses. Quality was excellent--multiple thick canes, heavy rootstock, vibrant green already starting to burst. Was pleasantly surprised; hope my next order is like this.

I've been a long time customer of Jackson and Perkins, purchasing my first rose from them many years ago. Three years ago, I would have given them a positive and glowing recommendation. After my experience last year however, I just can't do that. I purchased 5 roses. None of these roses were the performers the company advertised. One of them died after their guarantee expired. April in Paris, their 2008 rose of the year was a 2 ft. high bush with very small blooms all season. It was planted beside a three year old J and P rose that in the first year shot up to 4 feet with the 4 inch blooms they advertised. Customer service was rude and refused to work with me. In the past I would have gotten all new roses to replace the poor performers. None of these roses made it through the winter. I'm not an amateur rose grower, having grown roses with my mother since I was a teenager. I do believe however, that their quality has severely diminished. I have 5 more roses ordered and they are scheduled to be shipped out far too early to plant roses in zone 5. I am very sad to say that this will be my last purchase with Jackson and Perkins. I recently purchased three roses from Heirloom Roses. Being on the market for a new rose company, I hope this one is as good as the reviews here say.

This was my first time ordering from Jackson & Perkins online. I placed my order with them before I checked out the J&P garden watchdog page, so I was very nervous when I saw all of the negative experiences posted. My order was one Stairway to Heaven cllimbing rose, and it arrived in about a week. It had 4 very healthy looking canes, and I planted the next morning after it arrived (this was a week or two ago). Leaves are just beginning to bud out from the canes, and I'm hopeful that it will do well. I am happy with my order from J&P so far.

I have ordered many times from this company and have found them very professional. They have always sent quality products in a timely manner. When 2 of my roses did not survive, they replaced them free of charge, shipped the next week. I don't think you can ask for a company to do more. Every company has good and bad but their good far outweighs their bad. I would highly recommend them. Too bad we don't have the same choice with telephone companies (lol).

I have ordered outdoor plants from J&P several times & have had only good experiences.

On the other hand, I recently ordered two different indoor plants ("flowering gifts"). These items arrived ~3-4 months after I placed the order which, as they were intended as gifts, I found highly unsatisfactory. When the items finally arrived, they appeared to be in good shape and I was pleased. However, both plants died within 1-2 weeks. I corresponded with J&P via email and was essentially told "That's too bad, but you're not getting replacements or a refund." Despite my earlier (only) positive experiences with J&P, I would not buy from them again based upon my experience with their "customer service" department.

I ordered 2 roses last year from J&P. I've been a customer for many years. For the first time ever, I had roses that didn't make it. I tried to nurse them along for a few months but they just didn't look good from the start since they were shipped late and had dried out before they arrived. Finally, after 6 months I called J&P for replacements. Customer service was very nice, explained that they no longer had a 1 year return policy, it was now a 3 month policy. But they said since I was a valued customer they would go ahead and ship two new plants in March during proper planting time for my zone.They arrived in a timely manner and have already been planted and are budding out beautifully.

I just ordered 4 more roses from them after that. They arrived in a timely matter and three are doing very well, but I'm a bit concerned about one of the roses - I noticed there is a small crack in the shank of the bush. It's budding out, but it's not budding out as quickly as the second rose of the same type that I ordered. So I will keep an eye on it for the next couple weeks, and may be contacting J&P if it doesn't improve.

It was my first time ordering from them. I thought they were a high quality company. I bought 6 groundcover roses from them in June of 2008 on sale. I called about three months later to check on them as their online order check was not working at the time. They told me the roses might(!!!) ship in december. I called them in the early part of december to check again. This time they no longer had a record of my order number, could not figure out why I hadn't gotten my roses a couple weeks after I had ordered them, and had no idea when they might be shipped. They told me at that point that there was a problem with the order (duh?). They said they couldn't help me, and I should have canceled my order then. It took me till today to cancel, as it has been 8 months and I can no longer justify giving my money to this awful of a company. I will never, EVER order from them again and I wrote an email to them today telling them so.

This company has bad products and is very expensive. Once you order from them beware! because they put your name and address on a mailing list (even though I told them not to!) and I must of received a hundred gardening catalogs from every company out there on planet. Also Jackson & Perkins keeps mailing me catalogs even though I call them over and over telling them to stop sending them. I'll receive 3 J&P catalogs (same ones) in one week. Ridiculous. I moved and they still tracked me down. I had ordered from them many years ago and still was getting catalogs. I moved again so let's hope they don't find me this time ha ha.

Someone sent me a miniature rose plant early December. When it arrived, the soil in the pot was SOAKED, so I took it out of the decorative foil and actually wrung out the soil in the plastic pot. I watched it carefully and in 2 days it had lost all its leaves and was in terrible shape. I e-mailed J&P and they said, well, we will send a credit to the sender, I said, please just send me another plant which they did very quickly I might add. However the 2nd plant arrived in the same condition, even worse actually as most of the leaves were off the plant. I e-mailed them AGAIN and have never heard back from them and the sender did not receive a credit. I took the plan out of the pot and there were hardly ANY roots on that miniature rose, in fact, it looked like 4 cuttings with small immature roots. Terrible plants.

Good day ... just sent J&P this e-mail via their customer service department:

Hello sir

I was about to place an order for some gifts .. myself first, of course - $40 items for my front door. Then, upon checkout, got this message:

Standard Shipping For This Order: $12.95
Additional Shipping For This Order: $5.00
Gas Surcharge: $3.00
*Does not include extra charges for expedited shipping

ORDER CANCELLED !!!!
I will not pay for an item and have the shipping more than 1/2 the cost of the item ...

HAPPY HOLIDAYS !!!!
_______

What is wrong with them?!?!?! Do they not read the news and value customers??? I have been a faithful customer of them for years .. even built my rose garden thanks to them!!!!
I have stopped using them for about 1 years due to them changing their return policy. Found another mail order company that will replace their product, even if it dies on you!!! Talk about GREAT customer service !!!!!

Like others on this web-site, I previously had good experiences with Jackson and Perkins, but not this year. I ordered two Shima Nishiki tree peonies and a camella tree.
The tree peonies were a significant part of my garden design. I kept waiting for my order and finally called their customer service. They told me that these items were cancelled or (the camella) postponed until spring. they claimed that they sent me an e-mail, which I never got. Then the service representative said that my computer firewall must be blocking it out. I told her that I had e-mails from numerous other gardening companies with no problem. I tried to order Shima Nishiki peony from other growers, but it is too late for this year. I know it is best to plant these in the fall--common garden knowledge, but their representative told me that spring is just as good, arguing with me about my computer, planting times, very rudely. I was quite upset with the lame excuses that they gave me. What has happened to this company? I have a very negative feeling about them now.
I hope that I am not stuck taking these plants in the Spring, because I would rather purchase them from someone else.
Unfortunately the company has changed in a negative way.

As a long time customer of Jackson & Perkins - I have decided to no longer purchase anything from this company! I placed an order with the company for spring bulbs in late summer for 2 packages of Tahiti bulbs, 2 orders of crocus and a package of mixed color hyacinths. I received no emails on possible delivery dates, but was charged extra for shipping..The lst box contained only 1 pkg of tahiti bulbs. No prior notice of delivery and with an invoice stating the 2nd pkg of tahiti was no longer available and other things were on backorder. The 2nd box arrived in mid October while I was out of town. Once again no notice of the shipping date and the box sat on my porch for a week for all to see. This shipment contained 2 pkgs of crocus and supposedly the hyacinths, which were not there. I called a customer service and complained about the shipment and the fact I could have been robbed thanks to their actions. He said I should have notified them I wouldn't be in town! I told him it was a family emergency and calling Jackson Perkins wasn't my first concern. The rep said he would send the missing bulbs and take $10 off the shipping. Now it's 2 days after the election and no bulbs. I called customer service again - got at least 2 different reps and one supervisor and all seemed confused about the order and said I had been given a credit for the missing bulbs. I told them it was amazing they could send me emails about sales constantly but not one email about shipping dates or the cancelled order. The only response I received were lame apologies. Never again.

I have been a customer of Jackson & Perkins for over 10 yrs. This year something has changed...

I ordered 3 roses earlier this year around February and requested a shipping date in mid April, The roses arrived 2 weeks later still in February, with my yard still rock hard from winter. I overwintered them in my garage as best I could and finally planted them when the ground was workable, - I lost 2 of the 3 roses.

A couple of months ago this summer I ordered a Peony Shima Nishinki and a Camellia Nuccio Pearl with plenty of time to plant them before frost set it in the Fall. I received a Peony Crazy Daisy and a free Clematis instead yesterday, with Fall well under way.

I garden in my own yard, I am not a 'wholesale landscaper'. I spend hours upon hours researching and choosing the plants that I want in my garden before I order them and spend my hard earned cash. I am dismayed and offended by the clause I have just noted in their 'guarantee' that allows them to substitute a plant of similar or equal value at THEIR discretion. All of the other companies I deal with give you the option of a substute or a refund.

* Not to mention the $3 gas surcharge they are now adding on their shipments, even though gas prices constantly fluctuate and are the lowest I have seen them since early last year!

I've decided not to patronize this company any longer. They are no longer the Jackson & Perkins that I know. 'That' company no longer exists. Their badly timed shipping habits and new policies have disappointed me for the last time.

I recently ordered seven rose bushes from J & P's fall planting collection. They arrived carefully packed, and they are in beautiful condition. They were shipped from their Galt, California facility.

It is very much a shame that JP was taken over by Park/Wayside. The difference was immediately noticeable. I ordered well over 50 roses from JP in 2007 and 95% of them are now doing beautifully. I was totally delighted by the consistent quality of the plants I received and never had cause to contact them about an order. The moment Park took over, and I didn't know, I received the saddest most cankered shipment of roses I'd seen. Having had a horrible experience with Wayside (weeks to refund money on an order never received). I dreaded the outcome of my contact to their customer service. To their credit, I received replacements for the roses I identified as cankered and dead, plus some extras for my trouble. I still had quality issues in that several of the free roses died (and we're talking 5 free roses), but I don't consider that much of a loss. I can't decide if I should order with them again because i think its shady to charge a credit card before the order ships. No other internet based company does this and neither should JP.

I just received and planted 4 lovely shrub roses. They arrived (from California) when I expected, were packaged 1 per box and in great condition and with several buds and open blooms on each. I will order roses from them again. Kudos.

I am writing this review based on ordering garden structures from J&P and not based on their plant materials. I did not have a positive experience with their bare-rooted roses, but they were planted in spring in Louisiana... which is the kiss of death no matter where they are purchased. Unfortunately, I think their roses are headed the way of bulk store sales (Lowe's, etc.) rather than staying the way of personal service and quality that we had treasured from them in the past.

For garden structures, however, I can wholeheartedly recommend J&P. I have purchased several of their arbors and trellises with great success. All but one has arrived in great condition for a reasonable price. TIP: If the item you want is not on sale online, call them and ask about any discounts... they have offered me discounts over the phone for purchasing multiple structures at the same time (which is what I wanted to begin with!). The one trellis that did not arrive in good condition was promptly picked up by UPS free of charge and a replacement was sent.

Overall, I recommend J&P for their non-rose items... garden structures, seasonal amaryllis, etc. Ev =)

I have been having a great deal of difficulty with J&P roses especially their hybrid teas.

Now, the two shrubs that I bought from them, Sally Holmes and Cherries and Cream, are doing splendidly.

But the Hybrid teas, Opening Night, John Paul II and Perfect Moment were major disappointments. Not much growth and very squat plants with very little life. If they get through the winter, maybe they will begin to thrive.

I bought a Gemini and Ronald Reagan from J&P and planted it in them in the fall. And they did very well.

I've bought from J&P for at least 10 years and the quality has been deteriorating. I do think they need to reevaluate some of their stock.

I am a member of Western Reserve Rose Society, Forest City Rose Society and the Cleveland Rose Society. I am leaving neutral feedback as the two shrubs that I bought from J&P are doing well.

Without going into too much detail, it goes like this. I am stationed overseas and internet purchases are a real blessing. Last Christmas I decided to "treat" my mother, mother-in-law and grand-mother-in-law and ourselves to some Jackson-Perkins hospitality.

For ourselves, since we hurry home for a couple of weeks and have to return overseas, we ordered a "Colorful Birdhouse Decorate Tree" to avoid the issues of setting up a tree and all that entails... The tree arrived the week AFTER Christmas, and promtly died after carefully transplanting to a special location out of doors as detailed.

For my mother, we ordered 12-month bulb club deal... which typically has either arrived late, not at all, or the plants have not survived. Out of 10 months now, only 3 have met our expectations. Follow-ups have been a nightmare for my 83-year old mom, as I am overseas and out of easy communications.

For Mother-in-law in a nursing home, ordered a fragrant white bulb garden. Arrived on time and as expected.

For Grand-mother-in-law - also in a nursing home - ordered a "Fragrant Lavender Wreath"... She had delivered a seed wreath with fake bird that shed all over her nursing home. Wrong item, wrong place, wrong time. She is on the 6th floor...

For OTHER Mother-in-law, ordered a fragrant white bulb garden. Arrived on time and as expected.

So, out of 17 ordered items, only 5 have met expectations. My mother (not the most patient soul at 83) calls them regularly to follow up on bad plants, undelivered plants, replacement plants that never arrive,e tc... Too Bad!! Makes me look bad too!! I've been told J-P recently moved from Oregon to S.C. - but so far as I'm concerned, I will never, ever buy anything from them again.

Jan'08 - I was very disappointed with the plants that I received from JP. I was completely redoing the landscaping in my yard and ordered about $2500 in roses and perennials, under the impression they were a quality company.

I requested plants to arrive in phases so I would have time to get them all in the ground. The first complaint (minor) is about their website - it didn't allow me to change the order dates if I was ordering a group of 3 or package set - I wasn't trying to break up the set to different dates, I just simply didn't want it to arrive on the default date. Ended up having to call in order and spend about 2 hours on phone with sales rep to get everything set. Then their website didn't allow me to track beyond the first half or so of the line items.

The second complaint (major) was the condition of the 50 bare root roses that arrived. They were simply layered in a plastic bag, inside a big box. No cushioning or air bags to protect them from bumping around. No packing materials to keep them moist. There were broken branches and tags that had fallen off plants so that I didn't know what some were. I was pretty horrified that approx $1200 worth of roses would have been shipped so carelessly. And at least half of them were not even grade 1 or 1.5 roses. Most had only 1 or 2 good canes on them.

The third complaint (also major) were the condition of the perennials when they arrived. The alstromeria was completely dried out and dead. Numerous other plants arrived MOLDY and had to be thrown out immediately. Many never started growing and had to be ripped out. I started asking for replacements and rec'd them, but most were in the same condition and I just gave up. As of September, I probably only have a handful of their perennials still in my garden.

The 4th complaint was the back-ordering and sending of inappropriate replacement plants. I had placed my order in January of 2008, why on earth would anything in my order have been on back-order? It wasn't like they didn't have 4 or 5 mos notice, yet the plants were still listed on the website and being sold. In one case I had ordered 2 orange azaleas that were to reach 6ft width and height and were to be anchor points in my new front garden. They sent me three pink 1ft azaleas in lieu, without contacting me to see if that was an acceptable substitution. Not even close. I did fight that one and got refunded.

I swore I would not order perennials from these folks ever again and would be cautious on ordering roses - break up the dates to ensure they were shipped in smaller quantities. I didn't realize they were owned by the same company as Wayside Gardens and don't you know, am having the same problem with WG. Shame on me for not doing my homework.

This spring I planted the five pink Simplicity bare root roses that I ordered from J&P. These replaced the few plants that did not make it through the winter in my Simplicity hedge I have been growing for many years. Over this time I have occasionally ordered one or a few bare root Simplicity roses to fill in as needed.

None of the newly planted roses thrived. Three of them never even broke dormancy though the canes remain green to this day. The other two plants eventually produced a few small leaves late in the spring then no further growth, and finally both shriveled and the canes turned brown during the past month. I requested that I be sent replacements, either the potted Simplicity that J&P is now offering for fall planting, or bare root plants next spring.

J&P gave the standard reply that roses are only guaranteed for 60 days, that I would be able to tell if a plant is going to establish within 6 weeks of planting, and that plant loss after this period of time is typically due to plant care or growing conditions.

I then emailed J&P back stating that since the bare root rose canes remained green through the 60 day warranty period I assumed that they were still alive and just expending their energy establishing new roots rather than producing above ground growth. I also informed them that the bare root plants were planted within a day of arrival, that my entire row of Simplicity roses receives regular watering from my underground irrigation system along with feeding, disease and pest control from both myself and a commercial lawn/tree/shrub care company.

I made my case that if only one or a couple plants failed then I would chalk it up to the occasional gardening failure we all suffer, but since none of the five grew and I could not think of any reason why these plants would not thrive where previously planted bare root Simplicity roses have, and continue to thrive, that I felt I was due replacements.

I told them that I understood the J & P guarantee policy, but as a long time, repeat customer I feel an exception should be made for this "untypical" situation and asked the Customer Contact Team member I was communicating with that if they were not authorized to make such an exception, to please advance my request up to a level where such an authority exists. I also asked for insight from their horticulturists as to why these rose canes would remain green (alive) but dormant throughout the spring and summer.

Their reply was basically a repeat of the original one:

"I'm sorry to learn that you disagree with the guarantee as stated in our print catalog and on our web site. Your plants were shipped on 4/2/08 and the guarantee was for 60 days from delivery. We want all of your gardening efforts to be successful and are always happy to make any needed adjustments during the guarantee period. I'm sure that you will understand that we are not able to make replacements after the guarantee has expired. I apologize for any inconvenience this may have caused."

Well J&P, this customer that has made several purchases from you over the past 16 years will no longer be a customer of yours.

On May 5, 2008 I ordered a gardenia in a cache pot for 70.90 to be delivered for a 75th birthday on May 15, 2008. I was immediately billed. However the plant was never sent. I received a notice along with a paid statement that the date was changed to June 5th. Of course that was not satisfactory. I called to find out why I wasn't notified before my delivery request and was informed about the merger. Long story short , I cancelled order was told I would get a refund. That did not happen. I called back 30 days later was told again I would receive a refund. Again that didn't happen. I then found out that the gift was delivered during the middle of July, however, it did not survive. Again I called and was assured that I would get a check within 30 days. That was a big no. I then filed a complaint with the attornery general's office in South Carolina and emailed a copy to the company. Guess what I got a refund posted to my credit card within 3 days. I just received a confirmation from The South Carolina Department of Consumer Affairs stating that they would look into my complaint. So for you out there who are getting no where dealing with this company check out http://www.scconsumer.gov and then let the company know. hope this helps. When push comes to shove you got to be prepared to take it to the mat......

hello all. i have always thought that j&p was a high quality establishment, but that changed when i actually ordered from them. i saw that they had a great sale going on and ordered 4 sets of collection of roses. when i received the roses, i immediately set them in the ground.i like to think that i'm a fairly decent gardener as i am working on becoming a master gardener. within weeks i had nice growth on half of the plants and nothing on the rest. i called them about the roses and they replaced the ones that did not get established. well, the roses came and again i set them in the ground. imagine my disappointment when only 5 roses out of 13 actually grew. now, the ones that did grow are doing beautifully. i called them again but was told that they would not replace the plants. period. i was told that i would receive a call from them but as yet am still waiting to hear from them. so disappointing after the waiting for the plants to grow. their customer service is so lacking. buyers beware. not as up and up as they claim

WORST CUSTOMER EXPEREINCE I HAVE EVER HAD!!!

Please review and reslove the situation below as soon as possible.

I placed an order on 5/12/2008 including the 2 day “express” delivery charge.

I called customer service on 6/19/2008. I explained that the product was supposed to have been back ordered until 6/4/2008, and had still not arrived. I will note it was NOT clear that the item would be backordered when I place the order initially. The customer service representative, explained that she could not guarantee when it would be delivered because it appeared to still be back ordered. I decided to cancel the order. The rep reported that I should not have been charged for the purchase - customers are charged once a prodcut had been delivered.

I realized the next day that I was charged for the product even though it was not delivered. However, before I could call to have the amount credited back to my account the product was delivered on 6/23/2008. I decided to drop the matter.

I then realized on the week of July 21st, that I had been charged a second time for the product. I called that week and requested a refund. I was told that it should be about a week for that credit to process. To be CLEAR…I was charged twice for a product that was delivered SO late that I attempted to cancel it!!!!

On August 14th I realized that the credit still had not been processed. (about 3 weeks) I called and spoke to customer service. She explained that it usually takes “30” business days to process a credit. I explained my ordeal and indicated I had been promised otherwise. She agreed to put a “rush” on my request and that it would be no more than 5 business days that a credit would appear on my account.

5 business days later, on August 21st, I called and the customer service representative indicated that there was no evidence that I had been credited. My bank account also did not show any credit.

I ordered this product on May 12th. It is now AUGUST 21st and I am STILL trying to resolve issues with my order. Nothing I have attempted to do has worked. The order did not come as promised (even by the back order date), my attempt to cancel my order failed, I have been charged twice for the same product, and I have been unable to get my money back!

DO NOT ORDER FROM THIS COMPANY EVER!!!!

Buyer beware. I placed an large internet order for on March 20. My credit card was charged the day of the order. Although most plants showed availablilty, they were not received in a timely manner. I had to follow up multiple times to see when plants would ship (was able to look at the order on-line). The company then updated their web-site so I could no longer look up orders prior to the update.
As it turned out, the company cancelled part of the order (6 plants). 2 plants came dorment and never sprouted. When I tried to follow up regarding a refund, I was told that I needed to supply a breakdown of the refund amount due.
I faxed a request, along with a spreadsheet, on 7/18. I left a message to again follow up with no return call. Today is 8/13 and no refund has been received. They are now telling me that it will come soon but only for the plants not shipped (no shipping/handling). I plan to write a letter to the company and do NOT plan to do business with them EVER again. I am very dissatisfied.

The most unprofessional and rude people i have ever come across in my life. The customer service rep yelled at me for enquiring about my refund i requested upon cancellation of my internet oder. Here's the story.. I had placed an online order last month (July 17). Since they were not ready to ship until end of Sept, I decided to cancel my order on (Aug 4). Today Aug 8, I called 'em asking about my refund. I was told it takes ATLEAST 30 days for them to process refunds. Strange as it may sound, when you place your order your credit card is charged the same day (i my case on July 18) and when you ask for refund it takes 30 days! when questioned - why so? the lady started yelling saying that she is not the one who handles that department. Okay, may i speak to the person that does. She screams back saying No you may not. I repeatedly kept requesting her to lower her tone and connect me to her supervisor but instead she hangs up on me. This is how rude it can get with Jackson and Perkins... I wish I knew about this site before. I wish I knew they were sold to some lousy company called Park seeds. I have been their customer since 2003 I dont think i will ever go back to them for their business. Beware they are rude, liars, scammers, cheaters!

On May 15 this year I placed an order for a shrub rose collection, all bare root roses. I was told they would be shipped by June 12. That date came and went, I called and was told they would be shipped around July 5. The roses never came. I called and inquired when they might be coming. Customer Service told me that they would be shipped in Aug. or Sept. I asked to speak to the horticulturalist, who assured me they would NOT be shipping these roses in Aug. or Sept., because they can't be planted then. Customer Service said they would have a Supervisor call me, but that has never happened. Nor have they responded to my email inquiry. So I finally cancelled the order and will not deal with them anymore.

This spring I ordered several roses which arrived bareroot in very good condition. Several weeks after planting 13 pink simplicity hedge roses 5 had not come out of dormancy.After some time 3 of the 5 started coming out. I contacted J&Pabout the remaining 2. They were very courteous and informed me replacements would be shipped soon After one and half weeks I recieved 2 excellent replacements along with an apology for losing the order. With the apology they included a free apology gift(a toprated floribunda rose in excellent condition).Even though others may have problems I rate J&P A#1 I feel they aren trying very hard and will have my business totally.

On June 6, 2008 I ordered a "deal" where I would buy a Don Juan rose and get a Dreamweaver free. I was assured the roses were in stock and my order would be shipped directly.

It is now July 10th. After four phone calls where I was told I absolutely could NOT cancel my order, I was told they were no longer shipping roses this season and my roses would be shipped next spring! I still was unable to cancel my order. I remained free to refuse my order and J&P would refund my money...undoubtedly with the same speed that they shipped these roses. Like the other 3 phone calls I was told that there was no supervisor or anyone higher I could speak to as orders can't be canceled once they are "on the shipping floor." My order was "on the shipping floor" since the second week in June!

I have filed a formal complaint with their local Better Business Bureau and am requesting that they finally cancel my order once and for all. Jackson & Perkins has been sold to a company that also owns the questionable Wayside Gardens and Park Seed. It has become sadly apparent that they are no longer a reputable company to do business with.

After reading all the negative comments I feel very lucky to be reporting a positive experience with J&P this year. I've ordered from them for three years in a row and each order has been a positive. Concerned about all the negative feedback, this year I ordered only one bareroot rose. My rose was dead on arrival. The canes were coal black and brittle. One cane had a deep gash in it and a fungus growing from it. I was so disappointed and assumed that I was about to join the ranks of others who will no longer be loyal J&P customers. I sent an e-mail to J&P explaining the condition of my rose. I asked for immediate shipment of a healthy replacement. To my surprise, I received a very prompt and very polite response stating that my replacement was forthcoming. When I received the replacement shipment 10 days later, it contained two roses and a note of apology. I was pleased and impressed. The two replacements are healthy and doing well so far. I hope J&P will get their act together under new ownership and continue to offer quality products. Not including the two I planted this year, I now have a total of 20 J&P roses. All are beautiful and healthy (zone 7b). I hope this season's additions will be the same.

I ordered roses through the rose test panel offer. It said in the literature that if any of them died, they would replace them with something else if I called before August 1. I called July 7 and was told by the customer service rep that my 60 day guarantee was up and they could not be replaced. I read her the guarantee right off the literature (twice). She said that she didn't know anything about it and put me on hold to check with her supervisor (twice) and finally came back and told me she could not honor the guarantee and I "shudna ordered roses that don't grow in mah zone". (The roses are selected randomly by the rose test panel to see what grows in best in certain zones). I asked to speak to her supervisor but she was apparently busy and would call me back. No surprise they were busy if all there customer service reps have the same attitude as this one.

OMG, I cannot begin to describe my nightmare with J&P. I figured that this was a completely top-notch company until I tried to order something! For Mother's Day 08, I decided to order for my mom a Simplicity Hedge Roses - 6 roses (yellow). I ordered on April 21 08 with delivery around May 6th (my mom lives in Zone 3 in NNY) as Mother's Day was May 11th. By May 7th, I don't have a confirmation number and my order # was not accessable on their website. I had to call them up to figure out what was going on! First operator on 5/7 told me that it was shipped out via USPS. I explained I had ordered this to be shipped UPS as the USPS doesn't deliver well to where my mom lives (Amish country). She said, sorry, that's how it went. I asked for a confirmation # to track it, no such thing. Frustrated, I called on 5/8 to get a tracking # and I was told that this was shipped out on 5/3 via UPS! I explained that I was just told the day before that it was shipped out USPS and THIS operator didn't understand why I was told that. I told her that I didn't care, as long as it got to my mom before Mother's Day (in 3 days) and that I had ordered this 3 weeks previously & my CC had been charged back on April 23. In frustration, I called AGAIN (still, my order was not accessable on their website) on 5/9 and was told this time that it was shipped out on 5/3.. FEDEX! WHAT??? What on heck is going on? What's, next, Pony Express? So I *do* get a tracking #.. and it has a delivery status for 5/12, the day AFTER Mother's Day! I call immediately back and raise 9million different kinds of **** and they did refund 20% and refund the shipping.

Long story short, my mom ended up getting them on the 10th (?), but they were all dead. Being shipped from California to NNY in a plain cardboard box w/the humidity just killed every little leaf on all 6 roses. I called them back AGAIN, but they couldn't find my order due to the fact that they'd just been bought up, had new software, blahblahblah. They *did* promise to ship out new roses (they only have a 60 day guarantee? Walmart has a 1 year!), but since this was on June 30, 08, there's no guarantee my mom would get them THIS YEAR. Both she'd & I gotten better service & plants from BigBoxes! Never Again!!!!