Coinciding with our increase in on-line orders is an increase in email correspondence. While a large percentage of that correspondence is pertinent to an existing or potential order a growing percentage is not. Likewise there appears a growing propensity for people to correspond in a rude or provocative manner.

General Questions about roses:
We receive a large volume of mail asking cultural questions about the rose varieties we grow and many varieties we don't. While we would like to respond to every email we just can't spend the time answering questions about varieties we don't grow or specific gardening situations thousands of miles away from us because we're just making a somewhat educated guess.

Inquiries regarding existing orders (including guarantee claims or matters related to a shipment received) will receive priority, ideally immediate response.

Abusive emails, phone calls or correspondence will not be responded to.

Before you send that "scorcher" ask how you'd react if it was sent to you.

Unfortunately, some people believe that "firing off" a rude or insulting email will advance their cause. Perhaps it just makes them feel better to "blow off some steam." What they don't take into account is that there is a person reading it. NOBODY comes to work with the intention of irritating a customer in some way. We all come to work everyday to do the best job we can and satisfy EVERY customer we deal with.

But no matter how hard we try mistakes happen when processing orders. Sometimes an inferior plant is put in an order; sometimes plants freeze or get lost in transit. Sometimes a variety will deteriorate in storage and be unavailable to send. The reasons for these issues are simple. WE'RE HUMAN AND THESE ARE LIVING PLANTS. After a long day on your feet and a few minutes before closing time that last small plant may look "big enough" to put in the order instead of going into the cooler one more time. It's a mistake, and it IS unacceptable but it can happen. If you let us know we will do everything we can to satisfy you.

If we tell you a variety has deteriorated in storage and therefore we can't sell you one you can believe us; we're in business to sell the plants not to burn them out because they died in storage.

Nobody in business for over 50 years sets out to disappoint a customer. If something happens we make every effort to correct it. However, a rude or insulting email (or phone call) makes that task less appealing.

Before you "get something off your chest" try to remember THESE ARE JUST ROSES. Our mistake hasn't ruined your life, we didn't do it on purpose and we'll try our best to fix it. The grand master plan of your garden hasn't been irreparably destroyed by the missing or sub standard rose. As mentioned above we will do everything we can reasonably do to make you satisfied/ happy. All we ask in return is simple courtesy.