C Auto Repair

Customer is referencing our planting video We clearly say within the first few minutes of the video to use a good liquid fertilizer, and show a bottle of acceptable liquid fertilizer at the endhttp://www.heirloomroses.com/info/care/videos/ The photo the customer sent us is of granular Miracle Grow fertilizer, which burns the roots of own-root roses and voids the warrantyWe clearly indicate this in the planting instructions included with all orders (attached) and in our warranty information on our websitehttp://www.heirloomroses.com/info/about/guarantee/ We attempted to coach this customer when they called in and provided them with a gift certificate for 50% of their purchase price as a gesture of goodwill, although they had voided the warranty Our warranty also states that refunds will not be given for approved claims, only replacements We feel very strongly about how our customers care for the roses that they purchase from us and that is why we have specified that they should not use any packaged soil mix or potting type soil that has granular fertilizer as a component of that soil mix or potting soil, or to use any granular fertilizer product for regular maintenance for the first year Here are our reasons: · All fertilizers whether they are slow release or immediate release react to moisture and temperaturePackaged potting soils/ planting mixes are exposed to many different climatic stresses, such as heat and moistureA bag of potting mix with granular fertilizer in it that has been exposed to the sun or warm temperatures has most likely already released the “salts” in the fertilizer thus making the planting mix very hot and not suitable for transplanting or using in pots · We do not know how long the soil mix has been packaged, how long it has been stored or what weather conditions it has been exposed toSo, to be on the safe side we strongly recommend that they do not use potting or soil mixes that have granular fertilizer as a componentThe success of their rose depends on itOur recommendation of using a liquid fertilizer product such as Alaska Fish Fertilizer is intended to give them and their roses the best chance at performing beyond expectationsUtilizing other products that we do not recommend will reduce or eliminate the chances of having a successful gardening experience and void our warrantyWe want them to be successfulWe ask them to please read the planting instructions, the label of the soil mix they may want to use and the warranty for our roses at http://www.heirloomroses.com/info/about/guarantee/ Unfortunately, this customer killed their rose with the use of granular fertilizer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Photos are sometimes requested so that we can best serve our customer by troubleshooting and assessing possible growing problems We aim to help our customers with rose growing, and this information is very helpful While our guarantee on our website does indicate this, we are more than happy to offer replacements for this customer Our Customer Service Lead will be in contact shortly and send replacement roses at no cost on the shipping date of their choice Thank you