Back in April I ordered a 2 quart of the Hybrid Tea, Wildfire, from J&P because it was the only source, and it has a reputation of doing well on it's own roots.

Anyway I kept getting emails that the order was on hold.

Yesterday at 10pm I received an email that Wildfire was no longer available and they asked if I'd like to substitute the order.

Surprisingly, they responded with the below text, 10 minutes after I sent the reply email.

"Dear Matt,

JP Order #SO3293937

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

Upon reviewing the order, the Gypsy Soul is also unavailable but can be substituted with the Desmond Tutu. You have not been charged for this order as we do not bill until time of shipping. Please advise how you wish to proceed or if you wish just to ship the Caribbean Breeze.

Again, thank you for writing to us. If you have any further questions or comments, please do not hesitate to contact us by replying to this email thread. Thank you for gardening with Jackson and Perkins!"

At least it seems they are starting to make an effort. One can hope?

Sounds hopeful...

I emailed them last week a question about their amazon pay option because their customer service line had me on hold for like 45 minutes and their live chat was down. They never emailed me back and overall I've been very disappointed with their customer service.

Ah, I was hoping that perhaps they were getting back to the way they were "in the old days" but perhaps not. Just got through looking at their roses that they have on-line since someone stated they were selling own root. Didn't see any that were advertised as own root (lots of bare root but no own root--but perhaps I missed it) however and nothing really appealed to me. I will continue to pass by them for the time being. Too bad. My original Brother Cadfael came from them many many years ago and has been a wonderful plant for me (not enough blooms--do we ever have enough blooms?) but it is due to my weather and not the plant.

My personal experience with their customer service was very satisfactory. I purchased six bare root roses which I planted the first week of February, this year. The "Mr. Lincoln" had a problem and when I contacted them for a solution, they were very cordial and helpful. After my second or third call (over two or three weeks) they took my number and had their horticulturist call me back. He called me the next day and discussed the situation and immediately issued a credit (which I used a day or two later, for rose food).
I went with J & P because of family history. My mom & her mom before, used "nothing but" J & P for their roses. I remember my mom talking about having a rose that was about 16 years old, that died. She contacted J & P to replace this rose. She intended to buy that rose, but they told her their roses were "guaranteed for life" and sent her a new one, at no cost to her.

I don't know about what they are now, compared to what they used to be. But overall I would say their customer service was exactly what I would expect from anyone.

Moondog

I'm my experience if it says bareroot it's ownroot and if it says bareroot budded it's a budded plant

I am pleased with my recent order from Jackson & Perkins. I received Pope John Paul ll bareroot, Gemini bareroot and South Africa 2 quart container own root.
According to the J&P horticulturist, all J&P bareroot & bareroot budded roses are grafted to Dr. Huey.

Not true about Dr. Huey, about half of the roses I ordered bareroot from J&P are ownroot plants

Matt, did you call them to inform them that you ordered bareroot and received own root roses? You have the print out order receipt, right?

No because they are supposed to be ownroot. J&P is offering several kordes roses as ownroot, bareroot plants. Soul Sister is one example

I ordered 12 own root Kordes roses this year from JP and so far no problems. They came well packaged and seem very healthy and happy. I ordered 9 originally during a sale and I called CS a couple weeks later to add roses to my shipment and they did so with no problem and gave me the sale price even though it was over. Last year I ordered 4 grafted Mister Lincoln's from them and they're doing great, too. I get they have a spotty reputation these days compared to their storied past but for me I've been a happy customer!

Matt, you are correct that the sunbelt series is on its own root from J and P. I never cease to learn!