How to get a refund from GRF. Any and all advice is appreciated!

2 months ago

I ordered 3 roses in August of 2023. I have yet to receive them. I have sent several emails back and forth and I’m always told they are waiting on them. I have called, and no one answers. I’ve sent messages on IG, and whoever runs the account replied and told me to email Oriana. I emailed that person, she told me they were waiting on the roses. I am SO over this, I just want my money back now. Do any of you know how I can get a refund? Thanks!

Featured Answer

elenazone6

2 months ago

last modified: 2 months ago

You might want to perform one last attempt, writing something like this with your details.

Subject: Final Request for Refund – Order Not Received

Dear GRF Customer Support,

I placed an order for three roses in August 2023, and despite multiple follow-ups via email, phone calls, and social media messages, I have yet to receive my order. I have been repeatedly told that you are “waiting on them,” but after nearly 18 months of waiting, I am no longer willing to continue this process.

At this point, I am formally requesting a full refund for my order. Please process the refund within seven (7) business days and confirm via email once it has been issued. If I do not receive a response or refund by February 27, 2025, I will be forced to take further action, including:

Filing a chargeback with my credit card company or PayPal for non-delivery of goods.
Submitting a formal complaint to the Better Business Bureau (BBB) and the Federal Trade Commission (FTC).
Sharing my experience on public review platforms to inform other customers.

I hope we can resolve this matter amicably and promptly. Please confirm receipt of this email and provide a timeline for my refund.

Sincerely,

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Comments (34)

Diane Brakefield
2 months ago
Elena, I totally agree with your steps above. When GRF was slow shipping to me by just a few weeks last spring, I immediately emailed them and said I would contact my credit card company to start proceedings against them for nondelivery of my rose. And I gave them a certain number of days to comply, so that my complaint would be within the time allowed by the credit card company. I got a quick response and my order shipped soon after that. Who knows if my stern email worked, but it didn't hurt. Diane
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Andrea zone 9b
Original Author
2 months ago
Thank you!!
alameda/zone 8/East Texas
2 months ago
I had the same problem. Ordered in March 2023. Kept my order number. Emailed periodically - they did answer promptly but roses werent "ready". Then they said they would be shipped in December 2024. Didnt arrive, emailed again. Finally got them in January 2025. The bare roots were very nice - healthy and decent sized. I had ordered 2 - and there was an email awhile back that offered a free rose for my trouble which I took. All 3 are potted and doing well, and putting out. I put them in the greenhouse during this deep freeze we are getting and when it warms up next week, I expect them to get back to growing well. If you want the roses you ordered, which I did, just keep writing and I bet you will get a response. Persistence won the day in my case - best of luck with yours! Oh, and ask for the free rose that was being offered for the long delay!
Gawdinfever Z6
2 months ago
If all else fails, do a credit card dispute (assuming you paid with a card. They have so many days to respond.
bart bart
2 months ago
Check out the Rose Vendor Feedback forum on Fbook.It seems that many,many people are in your situation (or worse).They also have a chat group about recovering funds https://www.facebook.com/groups/383906040740972/?_rdr

Good luck!
KittyNY6
2 months ago
last modified: 2 months ago
Andrea,

I have seem everyones ideas work well above for refunds. Good ideas! . I have received 2 refunds when needed and several roses from her in past years & I have 1 rose arriving today.

What roses did you order bare root? Your full order? Do you really want them?

GRF SEASONS

2024 was a difficult season for GRF.

GRF had damaged crop, freezing weather damaged part of her crops, & could not fulfill all orders, but were delayed to this season.

2025 appears to be a much better GRF season with most roses seem to be shipping from what I have seen. However, GRF had a barn fire and poor windy weather in the fall /early winter which has delayed orders, but they are coming just later. fall orders came in Dec/Jan per her notices and deliveries to customers on Facebook , that I saw. GRF said orders in Feb. and spring would be on time for 2025 season. My 2025 order is almost arriving on time so I think she may be almost caught up in some ways.

If you really want your roses, email GRF- address email to Julio. Julio is considered the one who knows the most and fixes shipping issues. Require you receive a response in 48 hours and ask why they have not been shipped. In attempts to fix all issues of farming 2024/2025 seasons she has been backed up in trying to handle all customer requests. Therefore, if your issue is urgent, give GRF a time limit to respond. .

NURSERIES DELAY ROSES DUE FARMING ISSUES:

Some other rose nurseries I know were backed up answeing emails 1-2 months old in last 2 years. I worked as a rose consultant for one of them. I prefer they had a better system. . Not the best business practice; however if farming supplier or weather issues hapoen , I can see emails being backed up and delayed responses. It can be frustrating to everyone. I see GRF greatly trying to correct farming issues and get orders delivered quickly. I empathize with everone in this farming-customer issue.

GRF FACEBOOK INFORMATIVE

GRF discusses these matters in her Facebook live streams. and notices. Very informative and helps one understand all the issues entailed in a rose farming business. Winds and weather effect generators to keep it warm for workers to work, too. CA is a great olace to griw rises, but they have winds, fires that impacted GRF this 2025 season. Still she persusts to get orders out, shiwn on Facebook.

SUPPLIERS DELAY ROSES, TOO:

Maybe the roses you ordered are the later roses shipped from the suppliers?. The easy to obtain roses from other nuseries have already been shipped to GRF and she’s been shipping them out quickly. . Some roses have not been sent to her from Star Roses. . Star Roses just shipped Meilland & Kordes roses to GRF, so she is shipping them out now. GRF waits until her suppliers ship her roses then ships to us

2025 SEASON BEGINS:

It is Feb so the season is just started for spring 2025. Feb, March, Apiril & May are often good months to ship for spring orders. What location and olant zone are you? Is it good to ship now? or when?

OPTIONS FOR REFUND/DELIVERIES FIND INFO FACEBOOK & SUBSCRIBE GRF EMAILS:

Anyway , you have options to ask for refunds or ask questions about why is shipping delayed?

Unless they are really difficult roses to obtain, your roses will probably deliver this season. I’d ask Julio questions with time limits for responses. Let us know how you do?

GRF appears to have had a few farming and weather unfortunate issues which have caused delays and customer issues.

She posts lots of UPDATES to ordeing and deliveries on her: “Grace Rose Farm,” Facebook and “Growing Roses with Grace Roses Farm” Group Facebook. GRF Instagram is interesting to look at, too. The group FB is most helpful too see delivery notices.

Also subscribe to her “GRF emailing list,” and texts for discoubts from the GRF website and she sends you email letters about shipping/deliveries and information about what’s happening in her business. Facebooks have more discussions so can be most helpful. Her GRF website is a more standard tool. for orders & some updates. Daily updates are on GRF Facebooks.

She is very innovative and has many new introductions to floristry and rose bush purchase information in these emails.

I have received 6 roses from her, canceled a few , ordered 6 new ones for 2025 season. and received 3 refunds. Her roses are beautiful and very rare!

My GRF rose, Purple Queen, just delivered!!!! I have to go get it!

Have a beautiful rosie day!

BEST WISHES!

Kitty
elenazone6
2 months ago
Kitty, great recap! Unfortunately, Julio had to leave GRF due to personal reasons. GRF suggested that all customers who were assigned to him email support@. Ryan or Oriana will take care of them.
Andrea zone 9b
Original Author
2 months ago
Hi everyone! I emailed Ryan, Oriana, commented on the FB page, and sent a message on IG. Ryan emailed me back the next day and sent me a tracking number for my shipment, and my roses arrived today!! They look great. I ordered Yves Piaget, White O’Hara & Francis Meilland. Cannot wait to get them in the ground and watch them bloom. Thank you to everyone that replied to my initial post!! You guys are the best!
KittyNY6
2 months ago
last modified: 2 months ago
Andrea,

That us so exciting! I am so happy for you receiving your roses! They are all my favorites! I love White’O’Hara! -I ordered her! I had White O’Hara in bouquet, too, from A&A. ! Francis Meilland , from Heirloom Roses, is growing in my garden-she has plush fragrant blooms-Yummy! I had Yves Piaget-, from Heirloom Roses, really the epitome of a great bouquet rose-deliciously fragrant and beautiful!

My White O’Hara bouquet, from A&A

My Francis Meillamd, frim Heirloom Roses

My Yves Piaget , from Heirloom Roses

Enjoy your new roses!!!
Andrea zone 9b
Original Author
2 months ago
I’m sooo excited! What zone are you in? I’m in zone 9b (hot dry summers). Wondering how much heat these beauties will tolerate!
KittyNY6
last month
Andrea,

I am zone 6.NY. They like warmth. They may do well for you maybe. Please let us know how they do in summer heat for you?
Lilyfinch z9a Murrieta Ca
last month
Hi friends ! does anyone have a better contact idea for grf ?

i have sent two different forms about my two roses that didint wake up from their slumber . i have not heard back from either of those .

im so bummed out by this . last summer when i got my twigs in a pot and havked to death roses i didnt complain bc i knew they were having issues . but now that they are doing better i really expect better customer service. lmk what i should do if you habe an idea
elenazone6
last month
Lily, they are behind. Try oriana at gracerosefarm.com
Lilyfinch z9a Murrieta Ca
last month
Thank you , i will . :)
susan9santabarbara
last month
Doesn't it seem that getting a reply from a legitimate rose vendor shouldn't require getting the (inside info) of a specific person to contact who will actually care about your email? Just sayin'...
Lilyfinch z9a Murrieta Ca
last month
It’s not that they are a scam like others who had no intention of ever sending roses .. it’s that they have no customer service. And yet I just saw in email Gracie has been on good morning America and they are selling rose bundled for that .. so they keep making sales and getting new customers but what about us folks who have been ordering since the days she offered DA bouquets from her own garden fields ? that’s what’s getting frustrating . I truely wish I had complained more about the others that died but I felt badly for the circumstances why , but now I don’t . I feel burned , which shame on me , for thinking it mattered .
windowsill_gardener
last month
last modified: last month
Lily, I'm also someone who has been ordering from GRF since the days they were selling DA bouquets from their fields, and I also received own-root twigs from them last spring. I think it's truly unfortunate that GRF has apparently allowed their business to balloon in scale without investing in the human resources to run it properly. The amount of money they spend on digital marketing must be mind-boggling, and yet they don't have proper customer service. I realize an agricultural business needs to be a lean operation, but clearly they need help.

I don't blame you for feeling burned. I ended up giving away the bare root I ordered from GRF this year because I don't want the negative energy I associate with GRF in my home. I know that sounds silly, but it just felt right to me.

I personally feel that GRF's bad business practices will eventually catch up to them despite their every effort to suppress legitimate feedback from customers. I find their suppression of feedback particularly gross.
KittyNY6
last month
last modified: last month
Lily,

If GRF has not responded after you sent her 2 emails, I would write only 1 more email to her. I recommend you say you’ll give them 48 hours to replace or refund? ( Or just a refund if you want? ) Let her kniw if they do not give a refund or send an immediate reolacement you will refer matter to your bank. (I called & reported to my bank & then GRF immedistely gave me a refund.) It’s unfortunste they need to improve customer service. Best Wishes!
0
sultry_jasmine_nights (Florida-9a-ish)
last month
You guys are beyond patient. I would be reporting these types of sellers to the BBB and my bank, credit card co, etc after 2 tries. Your job is to place the order and pay. Their job is to fork over the merchandise. The end. You did your part and if the seller doesn't do theirs too bad for them. I can see one misfortune happening every once in a while. However, if they have time to keep selling/taking $, running ads marketing and no time to fulfill orders or answer questions then they are telling you everything you need to know.
judijunebugarizonazn8
last month
I just sent an email to them today saying that my time frame for receiving bare roots is up this weekend. The spring weather here is too windy and unpredictable to safely plant bare roots after the middle of March. I told them I need my last order shipped this week. If it’s still not available, I need either a substitute of MY choice of their in-stock roses, or I need a refund. Hopefully I get a reply soon.
Mei z5 IL Chicago Suburb
last month
Lily and Judi, have you heard anything back from grf? I hope you get the roses you have being waiting for or get a refund + some interest.
Lilyfinch z9a Murrieta Ca
last month
They finally responded ro my email to oriana .. who forwarded it . from there they said only one rose was dead and the other needed an antifungsl tratment . They said theyd send a new bridal piano .

after this tho, i feel like ive learned my lesson .
judijunebugarizonazn8
last month
Kenneth from GRF did reply to me with a long winded vague explanation that leaves me knowing no more than I knew before. I emailed him back saying I really just need a rose or a refund by my deadline, which happens to be tomorrow. I don’t want any bare roots after this date because of the weather patterns we have here in the spring. That was several days ago and I’ve heard nothing more.
Mei z5 IL Chicago Suburb
last month
Lily, I am sorry that happened to you. GRF should have stand behind their product. Sad business practices.

Bridal piano is so pretty and it’s in my wishlist. I hope they will ship you a decent sized bridal piano plant soon.
Good luck 🍀
KittyNY6
last month
last modified: last month
@Lilyfinch z9a Murrieta Ca

Lily, I am sorry they took 11 days to respond and it appears they are 2 problem roses from GRF. . You shouldn't have had to wait 11 days for a reply from GRF and you asked more than once. .

I am glad GRF is replacing Bridal Piano.

However, I am concerned that GRF customer service says the other problem rose didn’t grow because it needs antifungal treatment.

if it was sent to you with fungus-then GRF should replace it. But fungus isn’t going to stop it from growing completely. If it never grew-GRF needs to reolace because it has more than a fungus problem-it is dead, too.

My experience with ”many rose nurseries’ customer service is that they do not know much about roses.” I find I need to do my own research as they frequently are unknowledgeable-new -to roses.

Could you please post photos of the rose with fungus? If it has damages & not growing-GRF should replace. Fungus damages growth, but does not completely stop growth that I have ever seen-unless super invasive which I never let it get that far. . I get a lot of BS, mildew, rust & strains-w/ humidity & rain-I have a lot of experience managing/& removing it. I never had a rose not grow at all , not come out of dormancy-because of fungus.

And you are in CA-do you ever get fungus? For it to have fungus caused by you-I am wondering if that could even happen?

I can recommend if you show photos and describe what you think has happened from your experience? Thank you!

You can “require” a replacement if the rose is not growing due to GRF sending you a faulty rose. The law requires a nursery to refund if they sent you a diseased rose, if you want a refund. Or you can ask a replacement. .

Can you show us a few photos of the rose w/ fungus so we can recommend?
Mei z5 IL Chicago Suburb
last month
Judi, I cannot even begin to imagine how frustrating that must be for you. Hearing your story makes me feel both sad and angry. If I am not mistaken, I read that some received a free rose or membership from GRF, yet they cannot even meet basic business standards. What’s going on with them?
KittyNY6
last month
last modified: last month

FROM GRF FACEBOOK., ”Growing Roses With GRF,” she says orders for March being shipped., per post above.

My order was to ship on March 10. GRF created label on March 13. it is now March 19, and my order of 5 roses has not been shipped.

GRF did A LIVE STREAM earlier today, Tuesday, in FACEBOOK and she said She’s adding a team of customer service people to answer the phones. She said on a Live Stream ”All orders …..from last season & this season to be fulfilled by end of this week.”

The Facebook post above says, ” We are finiishing up shipping existing orders in March…”

I hope this improves customer service. Not sure when this may happen. So when are existing orders really coming??? Hope soon.

I hope we all receive beautiful healthy roses & our orders are fulfilled.
KittyNY6
last month
last modified: last month
Judy,

I am sorry. More GRF issues fulfilling orders on time. My order is late, too, for 5 roses. I hope she will reply to yours & my emails? I hope we receive our roses??

She does lots of Facebook live streams weekly & updates. So I looked at the ”Growing Roses with GRF Facebk group,” to understand what’s happening.

In her FACEBOOK LIVE STREAM yesterday Gracie mentioned,”GRF was training a first phone customer service team now…” Also, she said that GRF would be caught up on all orders from last season & this season-fulfilled all orders- by end of this week. “ That means by March 22, 2025, SAT.

Grace also said she would start a new restock of roses grade 1.5, different set-up with grade of roses SALE next week, after she is all caught up fulfilling ALL orders. She said she would not restock & sell more untill ”All Caught Up Fulfilling present orders.”

Be nice if this happened? Concerns???

Such beautiful roses! Love to acquire some of them.
elenazone6
last month
last modified: last month
My first batch of GRF roses was supposed to be shipped this week. There have been some changes in the orders status. I'll see how long it takes from label creation to receiving the roses. Good luck to all of us!
judijunebugarizonazn8
last month
I just emailed Kenneth at GRF again, letting him know that my deadline for receiving bare roots has come and gone and I need a refund for the one last rose they didn’t send me. I will say, in their favor, that they sent me nice bare roots and all of them are leafing out nicely. But I don’t expect to ever order from them again with this kind of customer “unservice”. Maybe if they develop a better reputation, I would reconsider.
judijunebugarizonazn8
last month
I received a refund within two hours of requesting it! I am pleased with their fast response this time and hope all of you that are trying to get a refund will get one quickly.
KittyNY6
last month
last modified: last month
Judy,

That is wonderful! I hope all will receive that type of excellent service!
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elenazone6
last month
All roses from AA and GRF required careful inspection for crown gall upon arrival. I suspect that AA may have been unable to fulfill some of our orders because of this.
0