UrbanStems Reviews 1,113

Extremely disappointed. They delivered a Mother's Day bouquet with $40 of add ons missing. Rather than contact me about out of stock items or delays in shipping those items or potential swaps, they instead added some unnecessary scissors. They've also ignored calls for assistance. There's no way to directly contact them for a refund. Will never use them again.

Update: they finally responded. They don't do refunds only store credits that force you to spend more money on their products. I genuinely believe this is a scam, as the credits are less than what the lowest priced item is. You can only get your money back from a mistake they made by spending more money. It's unacceptable. Additionally, add on items can't be purchased separately, which is what they made the mistake with. And the language on no refunds is buried in a terms and conditions link.

Ordered a gorgeous bouquet that had roses, Veronica, Delphinium, Butterfly Ranunculus, and Eucalyptus. I also added cookies and a candle to my order. What did my mother receive? Cheap looking roses with cheap greenery that looked like it came straight from Walmart clearance and only the cookies. No $30 candle. I reached out to support and they gave me a “one time courtesy credit” because: “as it stands UrbanStems' terms and conditions, which all customers agree to when placing an order on our website, specify that all purchases are final and non-refundable. The only instances in which we offer a refund are:
Cancelled orders
Orders that are delivered with a damaged item IF photos of the damage are submitted to (insert customer support email address here) within 72 hours of delivery.”

BEWARE OF THIS COMPANY!!!!

If I could give them 0 stars I would. Ordered an extra large bouquet for mother's day, beautiful peach and pink mix of a variety of flowers. I've used them before and had no issues, but it's been a few years since my last order. My mom received the order today, and I was shocked because the picture she sent showed approximately 9 roses like the kind you pick up at the grocery store. She received a few filler flowers as well, about eight or nine all together. All of the filler flowers were either dead or wilted. And that's it. And that cost me $140. I could have picked up a better quality bouquet in any grocery store for $20. In the original picture there were over a dozen roses, and that was just one of at least five or six different varieties of bigger flowers that were supposed to be in the bouquet. I went to contact them immediately because this was not $140 worth of flowers, and the only way you can contact them is via an AI chatbot, which offered to send another bouquet or give me a store credit. Given the atrocious quality of this order, I'm not interested in anything additional from them, only some form of refund. When I insisted on speaking to someone, the AI chatbot stopped responding all together. Buyer beware.

Update: Soon after posting this review (like within a day or two) I suddenly received an email saying I could expect a full refund within 5-10 business days, which I have received. While I'm glad I got my money back, I can't get back the time and effort I wasted doing so, nor can I undo my mom getting an awful set of flowers on Mother's Day (also, the few flowers that did arrive intact died within like 48 hours of her receiving them). All that being said, I'm not changing my review, still an overall awful experience. My advice would be to find a local florist to work with. I found one near my mom the same day I was dealing with all this, and they delivered a gorgeous arrangement to her the next morning--no assembly required, high quality flowers, looked exactly like the pic, and my mom loved it. So shop local and avoid this nightmare of a company.

I contacted the Custer service regarding my mother days bouquet that came with broken and brown flowers . I am happy to report the customer service team sent a replacement bouquet even more beautiful! Thank you Urban stems 💐

I've ordered from Urbanstems for years for both my wife, and holidays for my mom. Until this year - the product quality and the match of the product delivered to the images online were spot on perfect. NOT THIS YEAR - had flowers sent to my wife and mom for Mother's Day, both orders arrived wilted, brown and dried out with multiple broken stems, heads snapped off and just generally sorry condition. Urbanstems quickly offered to replace the deliveries and again BOTH orders arrived looking beaten to death and looking NOTHING like the order that was represented on the website. Given that it is a HUGE flower holiday, I could excuse a little less than perfect but when arrangements arrive looking nothing like what they are intended to be and worse yet having browned greenery and past prime blooms looking like they were boxed a week ago and kicked from the supplier to our front door (despite next day arrival on the replacements) - I can't accept that

SORRY NEVER AGAIN WILL I USE THIS SERVICE AGAIN.
VERY VERY IMPERSONAL
RANDY ULRICH

So a year ago I purchased two bouquets to gift for Mother’s Day. Half of the flowers were broken, moldy, or dead. I was offered to resend or store credit. As Mother’s day had then passed, I chose store credit. So now here I am trying to use my credit before it expires, but knowing I don’t really want the cut flowers I had a horrible experience with last time. Great news, they have potted plants so i chose to go that route.

On Monday, I chose 3 potted plants, two being green leafy plants and one was a potted hydrangea. There was a 25% discount I used and lucky for me the whole purchase, including shipping, was covered by my credit. However, when I go to check out I kept getting an error code stating that my address was unable to be delivered to. I entered 5 more addresses (mom,bff,sister,dad,in-laws) and was notified that those addresses were also unable to be delivered to. So I jump over to the 24/7 live chat, they were unable to help and asked for my email so someone could reach out and find out what’s going on. After a two days or so, they let me know that plants and flowers are not able to be delivered from the same order (mind you all three items are listed in their “plants” tab on the website) so they said I’d have to place two different orders. Now once I go to place the two separate orders the 25% off is gone, and free shipping is off the table because the cart totals are not enough to qualify. I let customer service know all of this and they offered a 20% off OR free shipping for the inconvenience, but that the system will only let me use one code so to choose whichever benefitted me better. I asked if they could honor the 25% off since this was an issue on their end that delayed my order and was their fault I was unable to place to order on Monday when the promo code was current. The response I got was “I understand how you're feeling about it. However, that's the standard policy. Promocodes are not permanent.” Now don’t get me wrong, I KNOW promo codes are not permanent but I thought that after all the trouble I’d been through, and since it was an issue on their end that took a whole work week to sort out, they should honor the 25%. Since they did not agree, I used the 20% off, but two of the three items I wanted were now sold out or no longer even listed on their website. With the credit all I was able to get was two plants then I settled on a bottle of prosecco since there was nothing else I wanted and just wanted to use the credit before it expired. I emailed customer service to let them know I was unhappy with they way things went and that placed the order reluctantly for things I didn’t even want, just so I could use the credit. And what do you know they magically found a discount code to “refund me” 5% of my total purchase price. Refunding 5% to my store credit doesn’t do anything for me. Coming from the customer service world myself I am really disappointed with how this turned out. This is by far the worst shopping experience I’ve had, maybe ever, and will never use or recommend this company to anyone. Now I just hope that the items I ordered are in acceptable condition.

I have used Urban Stems for years. I was concerned when they sold to a larger conglomerate a couple of years ago but the quality seemed to hold. Then, last year, a glitch with delivery. This year, ordering my Mother's Day flowers, I placed my order on May 1. I requested a delivery date of May 8. My thinking was, by ordering early the flowers I paid nearly $200 for would arrive early, or at least on time, and be fresh for Mother's Day. On May 8, I received a notice that the flowers were out for delivery. Today, not having received a notice of delivery, I checked the tracking. Tracking tells me that the flowers will be delivered on May 11. The day AFTER Mother's Day.
Since the corporate buyout you can only reach Urban Stems via a bot on a chat or email. In email, you are corresponding with "The Happiness Team". As if. Back and forth it goes, with me, the customer, who ordered way in advance, even choosing an early delivery date, being told, That's just how it goes in the flower biz. What? Really? This is The Happiness Team? This is Customer Service?
I am not asking for same day delivery- which is something Urban Stems is keen to advertise in emails and on their social channels.
I will never use this company again and I recommend that you look elsewhere for your flower needs. Their customer service has been outsourced, their delivery is a joke, and my order is...nowhere to be found.
I tried the chat too, by the way. The bots promised to connect my concerns to a human (yes, this is really what the chat read) but after 20 minutes or so I gave up.
And now, I give up on Urban Stems altogether and I hope this helps you avoid my anger and frustration.

Stephanie Balansag is a great representative of Urban Stems. She was courteous, professional and addressed the situation quickly! Urban Stems should be pleased to have her on their team!

Jonalyn made this all worth it. At first I was skeptical because my addresses were changed directly after payment. But shortly after speaking with the ai chat system. Jonalyn joined and was able to redirect my flowers so my mother can receive them. Thanks so much

I would give no stars, if possible. My daughters sent me a bouquet for Mother's Day. It literally looks like a pile of garbage. 2 of the 3 roses were just stems, all the petals were off in the box. There were 3 sunflowers, smaller than the palm of my hand, 2 wilted small pink carnations 1 bunch of wilted brown chrysanthemums, some white flowers that looked like a stem of weeds, and 1 small branch/stick.

This is basically theft, taking people's hard-earned money and sending garbage.

Roses were far past their prime. There were more petals loose in the box than on the stems. I was able to salvage only 8 roses and they were in barely usable condition. Very disappointing for a Mothers Day bouquet.

Delivered to the wrong address. They gave me a credit, but I had to pay an additional $8 to re-order the same bouquet. The credit, instead of a refund, prevents me taking my money to a different florist. It will arrive a day later, if they get it to the right address this time.

JUST placed an order for delivery tomorrow, accidentally entered incorrect house number address and immediately tried calling (#855 no longer offering assistance) , sent emails to customer care and live chat option. Robot AI chat was worthless. Live chat eventually reached Stephanie who started with same automated replies stating it was too late to change the delivery address house number on the order - After writing multiple messages explaining the arrangement and vase are for an unexpected funeral tomorrow, Stephanie offered to place a second order, then the chat disappeared from my screen? Follow up emails from customer support Diana and JoJan stated that my order had been processed and could not be changed. Also received emails from Jerome and Stephanie stating the order was in fact adjusted with correct house number. Online order receipt is now correct. Maybe Stephanie is real? I’m cautiously optimistic having read reviews about dead and/or not fresh flowers, hopefully $162 of exquisite stems will materialize on time tomorrow and bring some much needed beauty to a family in mourning.

I had an issue with my order and a promo code - Mike was able to assist and fix the issue within minutes. This is my first time ordering from Urban Stems and I will definitely be back. Great customer service experience.

The actual human who responded to my third communication with Urban Stem's automated system was helpful, but before that the AI chat bot and email response "function" were both unhelpful (no option to indicate my issue via chat) and wrong (claiming that the PEONY15 coupon code could not be applied to...peonies).

I detest the AI response and chat bot, and would very much appreciate the return of the customer service phone line. My issue could have been resolved with a short call or a human response to my email.

The care team was able to update my delivery date for my order. Super helpful and quick to turn this around!

Was very happy with how fast the customer service was to reply to my emails .
I had the flowers shipped to CO and the weather was dropping and I was concerned that they may freeze if left at the door . I reached out several times to check on the delivery and every time they replied in a very timely manner!! Will order from them again !
Thank you for the positive experience
Bless you
Jane

Thank you for Angel for making my experience so much better and worth the while. I’ll be sure to continue to patronize this company and spread the word regarding the supreme customer service provided. :-)

Ordered flowers for next day shipping. No flowers, no updates no customer service no nothing.