Review Time
I recently ordered flowers for Valentine’s Day and was quite happy with the double Margo bouquet. Arrived on time and very fresh. Given that positive experience, I decided to take advantage of the a buy 1 get 1 offer. I selected the Juliet bouquet and was disappointed when only 1 bouquet arrived. I emailed customer care immediately and received a speedy response. They were very apologetic and resent the missing bouquet. It arrived later than expected and in very sad condition. After contacting customer care again, Angel, immediately emailed back and issued me a full refund. I appreciated the excellent customer service!
My daughter sent me a sympathy bouquet today. FedEx handed them to me directly and I took them in the house and opened the box. Imagine grieving for your dead relative and opening the box to find DEAD flowers. I called customer service at Urban Stems and they promised a refund if I sent an email with the order number and pictures. They promised not to disturb the sender with the problem. Then the games began. 1. They asked me for the order number again. 2. They asked me when they were delivered again. 3. They demanded the sender's email claiming not to find the order number which was nonsense since the purchaser's email was attached to the order number in their system. 4. I told them I understood what they were up to. 5. They finally harassed me again and told me that the original order placer has to contact them. Lies and more lies. I finally told my daughter that they arrived dead and she promised not to let them get away with it. Steer clear. They remind grieving people about death by sending wilted dead flowers. Nice...
I ordered a specialized bouquet (with peonies specifically, as they are her favorite flower) for my girlfriend to arrive on Valentines Day at a location we were staying at for the long weekend. I ordered this three days before Valentines Day, as the website claimed it could fulfill orders within 48 hours and even stated this bouquet could be delivered to the specified city by Feb 14. I received tracking info through FedEx, and I was hoping for the flowers to arrive on the day we arrived to the vacation spot.
Instead, the tracking info never updated - even the morning of the 14, there was nothing except “label created”, nothing had even been shipped yet. I emailed the customer service line and the response was an unhelpful AI response. A few hours later, I get a notification from Shop, which I was using to track the package, that my order had been cancelled. It also showed that another, different bouquet WITHOUT peonies was added to my order, without my knowledge at all. I never received any communication about this change even after inquiring with customer service - all I got was another AI response, and finally when I got a human response she completely ignored my question about the bouquet and claimed the order had been “Received” (this email included a tracking link from a separate site, which Literally said “Order Not Received” so no idea what she was talking about. It’s now the 15th and still no one has explained to me the change in order and why. If there was an unavailability of the flower it should have been made clear on the website (which said delivery on Feb 14 was possible) or at least communicated to me in the days leading up to the 14th. If I wanted instead to have a generic bouquet of roses and other flowers, I would have just ordered from a local florist.
Now, the customer service has informed me that the delivery is scheduled for February 17 - we are leaving back home on the 16th, so it would be completely pointless. Hoping to get a refund and never order from here again. Completely underwhelmed and dissapointed.
This experience has been the worst by far with Urban Stems. I’ve ordered flowers for different occasions through them before, had no problem—this time around the order never came. They failed to reach out to the recipient or myself about the order. I never received updates as to the progress of my order—even on the delivery date it hadn’t even updated it was shipped.
The customer care team was unable to provide solutions for a refund. They also never redelivered my original order. I’m currently working with the bank to get my money back. They say they only offer credit/refunds for damaged goods. But no type of resolution for orders that were never delivered.
0/10 for Urban stems :(
Misleading categories, advertises bundles in "same day delivery section" that are never going to be delivered in the same day. This warning is only hidden at the bottom of the page description and only highlighted after you've checked out. Customer service was unable to do absolutely anything except confirm that the bundles are never shipped/delivered on the date you chose on the product page.
AVOID PURCHASING FLOWERS FROM THIS SERVICE! They ship the flowers without any water via delivery, so if there are delays—which occur frequently—you’re left in a tough situation! I ordered flowers for my sister's birthday. They arrived late, dried out, and in poor condition. The customer support is automated and basically told me to just calm down. I’m still trying to secure a refund, but it seems my only choices are a store credit or having the flowers resent. No thanks! They are pricey, and the flowers ended up being mostly carnations. VERY DISAPPOINTED!
This was probably the worst customer service experience I've encountered. It seemed they were using a bot, as the responses were inadequate and unhelpful. They shipped my order incorrectly as residential when it was commercial, causing delays. They offered no assistance and blamed me, even though there was no option to specify address types. A complete waste of time and money. Now, the flowers will be ruined. Avoid and choose a local florist!
This was probably the worst customer support experience I've ever had. It seemed like they used a bot, as the responses were unhelpful and did nothing to resolve my issue. They shipped my order as residential when the address was commercial, causing delays. They offered no assistance and blamed me instead, even though there was no option to specify the address type. I added a company name, and it was a BANK, not just any business! A complete waste of money and time, and now the flowers will be ruined. Avoid and use a local florist!
AVOID THIS COMPANY FOR YOUR FLOWER NEEDS! They deliver flowers without any water, meaning if there are delays, you're out of luck! I ordered flowers for a birthday, and they arrived late, dried out, and in poor condition. Their customer service is unhelpful and seemed automated, advising me to calm down. I'm still trying to get a refund, but it looks like my only options are store credit or a resend. No thanks! The flowers were overpriced and mostly consisted of carnations. SO DISAPPOINTED!
DO NOT RELY ON THIS COMPANY FOR IMPORTANT EVENTS. A Christmas bouquet was supposed to arrive on December 23 but didn’t show up until the 26th, three days late. They couldn’t send a replacement until the following Tuesday, a week after it was due. All the nice bouquets were sold out. My family trusted me to handle this, and now they’re unhappy. I should have checked the reviews beforehand. Their delivery partner closed the case since they delivered late, so they see no issue. BETTER TO GO LOCAL.
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