I placed an order with UrbanStems well in advance of Mother's Day, paying nearly $30 for express shipping to ensure delivery by May 9th. The flowers never arrived. What followed was not only a deeply disappointing customer service experience, but one that raised serious concerns about honesty and accountability. On May 11th -- two days after the expected delivery -- I reached out to inquire about my order. I received an email from UrbanStems confirming that my order (#3880026) was "currently unfulfilled" with no tracking information available. This was a straightforward acknowledgment that my package had never shipped. What happened next is where my concern becomes more serious. Later that same day, I received a separate email from UrbanStems stating -- and I want to be precise here -- that "your order left our fulfillment center on time," attributing the problem entirely to the carrier. These two statements are irreconcilable. An order cannot simultaneously be "unfulfilled with no tracking information" and have "left the fulfillment center on time." Both communications were sent on the same day, by the same company. One of them is false, and the chronology makes clear which one. This kind of contradiction is not a minor inconsistency -- it is a credibility issue. Customers deserve transparency, especially when they are paying a premium for time-sensitive services like Mother's Day flower delivery. When I requested a refund -- which I believe is entirely reasonable given that the order was not fulfilled as promised, express shipping was charged for a service that was not rendered, and the delivery missed its purpose entirely -- UrbanStems refused. I was told the situation falls "outside their refund policy" and was instead issued a store credit. A replacement bouquet was eventually sent, arriving May 12th -- three days late and after Mother's Day had already passed. I want to be clear: I am not writing this review out of frustration alone. I am writing it because customers considering UrbanStems for a meaningful occasion deserve to know that if something goes wrong, they may not receive a straight answer about what actually happened, and they should not expect a refund even when express shipping fees were collected for a delivery that demonstrably did not occur on time. For a company built on the promise of delivering joy for life's important moments, this experience fell far short -- not just in execution, but in integrity. read more

My initial set of " The Peony and The Peony Tulips" arrived dead , and withered something I have personally never experienced with 1800 flowers nor pro flowers. Naturally I emailed customer service who stated and I quote "Based on the photos you sent, I believe your tulips are still in good shape and will last well in your vase with a little bit of TLC. If you trim the stems several inches and place the tulips in bright light they should perk up for you. Tulips arrive around 14-inches tall but with this particular type of stem, they actually continue to grow in the vase and can become top heavy, which gives the tulips a droopy appearance even though they still have lots of life left in them. Every couple of days, replace the water and re-cut your stems by about 1 inch or so. As for the peonies, I do want to encourage you to be a little patient with your peonies. They're really special stems, and unlike some of our other bouquets, they travel best when shipped dry and in bud form. So when you first open the box, the flowers may look quite tight and the leaves may seem a little droopy. But if you give them a fresh cut and get them into a vase with water, they'll rehydrate and typically bloom within a day. We also recommend stripping most of the foliage from the stems to help more water reach the blooms. Ultimately, your peonies will last longer in your home when they arrive this way. So if you give your peonies a little time, they should develop into the showstopping blooms that you know and love. Additionally, if the peonies haven't bloomed after 1-2 days, try soaking the heads in warm water for a few minutes then blotting them dry and/or knocking the heads gently on the counter. Both techniques can help to break up the sugars in peony blossoms that hold the petals closed. Thank you so much for understanding and being patient with your peonies. Please let me know if you have any further questions about your order..". After reading such an appalling gaslit explanation for poor foliage . I then re sent my photos and asked so what do I do about the dead leaves and spotting brown ones ? Finally the company offered a reshipment of the flower or 50% credit . I foolishly choose the credit only to receive another damaged plant "The Reed". Again this plant arrived with both welted leaves and damaged foliage. It's safe to say I will never purchase here again . read more

I am very disappointed with this company. I placed an order to have a bouquet sent to my elderly mother on a Wednesday for delivery by Friday. I get an email sent Thursday night which I saw Friday morning that the delivery would be delayed an most likely not received until Saturday by "close of day". I respond to the email asking what happened and they offer a partial credit and let me know most likely it would be delivered by Friday by 8:00pm. I check the fedex tracking provided and the update at 8:00pm is that it would delivered by 12:00pm on Saturday. Okay, I let my Mom know again that she should look out for it. She's 84, calling her multiple times to be on alert, not great. I check at 12:00, call her, no delivery. I all the "happiness" customer service line, now by end of day on Saturday. I look at the clock it's 7:40pm, call her, no delivery. I call the "happiness" line again, the rude customer service person Jonn tells me it is not the responsibility of UrbanStems but is Fedex's problem since they created a label. At this point the Fedex tracking still shows that the package still has not been picked up in Illinois, my Mother is in California. Now this not so pleasant customer service person says, it should be there by Sunday now, "should" be there by Sunday. I request a full refund since my initial order was to be delivered by Friday. She say's "you already got a partial refund", I tell her " yes, but the delivery has not been done when your company says it will be delivered. My husband listening to the entire call and sensing my frustration takes the phone and just request a refund please with no further excuses as to why the delay is not UrbanStems fault. I checked the Fedex today and it still says "pending". In the initial email to UrbanStems said they could not cancel an order but could offer a full refund...question, will these flowers now show up at my Mother's? This was the worst experience with an online company I have had in a while. All I wanted is for my Mother to have her flowers delivered early. read more

The delivery was scheduled to occur between 9am and 12pm (the person they were a gift for was leaving work by 1pm). I attempted to call the company when it was after to 12 to inquire where my order was. I also sent an email asking for a response for the same concern. 36 minutes later, my phone rings. I answer the phone to an extremely rude individual telling me to open the door. I told him that since it is an elementary school (noted on my delivery instructions) that he needed to ring the bell and the office staff would let him in. This is a safety protocol because this is an elementary school and we care about the safety of our students and staff. Once the man arrived in the office, I told him that he was 36 minutes late and that I needed the number for customer service. He refused to provide me with the number. I asked him for his name, he refused to provide that as well. Having an individual refuse to identify themselves in a school is another safety concern. He told me that his name was attached under my order and that you all could figure it out. He then began to tell me that I was lucky to even receive my order. I told him that I must have heard him incorrectly, because I did put the address of my location into the website and the website confirmed that I was at a delivery location. He went on to say how far her lived away and essentially blamed me for where the delivery was. He then picked up the flower order and told me that he would just take it and leave. I told him that he could not take it, because I had paid for it. He then left the main office of my school laughing. This was my first and most likely last order with Urban Stems. I have had several coworkers recommended Urban Stems and I was completely shocked with the customer service I received. What makes it even more awkward was that the coworker who recommended your company was in the office watching and listening as your delivery man behaved inappropriately within a school. #88242606 read more

I placed an order from UrbanStems the day before Valentine's Day, and I was impressed that the flowers arrived right on time, even on such a busy holiday. The bouquet was absolutely beautiful, and my wife loved them! However, I noticed that the arrangement seemed smaller than what I had originally ordered. I had placed an order for the double size, but only the single size was delivered. The next day, I reached out to customer service, and Michelle B., the agent I spoke with, was fantastic. She quickly asked me to send photos, and after reviewing them, she immediately confirmed that I had received the wrong order. Without hesitation, she offered me two resolutions: A full credit to my UrbanStems account, which would allow me to send another bouquet later (credits expire in 12 months) or a fresh delivery of the correct bouquet, free of charge, as soon as possible. I opted for the credit so I can send my wife a birthday bouquet in April. Mistakes happen, but the way UrbanStems handled the situation was outstanding. Their customer service was quick, responsive, and truly made things right. Beyond their stunning floral arrangements, UrbanStems also supports a cause that's deeply meaningful to me. As a breast cancer survivor, I truly appreciate their partnership with the Breast Cancer Research Foundation (BCRF). Every October, they design special bouquets, with a portion of the proceeds going toward breast cancer research. This disease impacts not only those fighting it but also their families and loved ones, so it's heartening to see a company actively contributing to the cause. Their commitment to giving back makes me even more grateful to support them. I highly recommend UrbanStems for their beautiful arrangements, excellent customer service, and commitment to making a difference. I will definitely be ordering from them again! read more

(Originally a one star review, see edits below.) I'm sure the flowers are lovely, but they were never delivered. Looking at other recent reviews, comments on the company's Facebook, and tweets at the company, it looks like a whole lot of people never got their Valentine's flowers. The company has also gone totally silent, even though their customer service is theoretically open through 9 PM. I'm disappointed not just that the flowers were not delivered, but at the total lack of communication and customer service. I'm preparing to dispute the charge on my credit card and other disappointed customers might consider doing the same. EDIT: Three and a half hours after the end of the delivery window, I received an email confirming that the flowers were not delivered. Ten minutes later, I got another email confirming a refund. While this is the minimum action necessary to ensure that I don't dispute the charge (likely costing Urbanstems in chargeback fees,) I am unlikely to give them a second chance. There are so many companies in this space which can, and do, perform better. 12/15/17 EDIT: After I sent a few followup emails, I did get a response from their customer care team. They confirmed that I was receiving a refund and that they would send an apology bouquet to the flowers' original recipient. I'm still not super happy with the way Urbanstems handled the issue -- they knew how many orders they had, ostensibly knew they didn't have the ability to deliver on them, and didn't have messaging ready or staff on deck for complaints until nearly 9 PM? -- but I am, at least, mollified. I'm upping my review to 2 stars because they at least openly owned up to having messed up and are making overtures to make it right. read more

Flowers never arrived. I scheduled these flowers to arrive on May 7th 2 weeks ago, I received a confirmation email a couple days before the schedule delivery to say that they would arrive on the 5th. The company tried to blame covid as the reason why my flowers would be delivered early? That makes absolutely zero sense if you can have my flowers on May 5th then deliver them on May 7th like I asked and don't blame covid for delivering early!!!! I I contacted customer service to say that's not good enough my mother's birthday is not on the 5th and I canceled my order. Customer service then reached out to me and credited my account the amount of the bouquet and promised to render services on May 7th after I explained that it was my mom's first birthday after the passing of my father a couple weeks ago. They assured me that the bouquet would arrive on the 7th I even received confirmation and a FedEx tracking number. By 11:00 p.m. on May 7th there was no delivery and all of a sudden the status is unknown. I could have utilized another service if this service didn't promise to deliver the flowers and here we are being my mother's birthday and she's left with no delivery no flowers. Shame on you. Imagine a flower delivery service not being able to deliver flowers on time and what's even worse is you send confirmation that my delivery is out to be delivered. Unreal. Could have at least given me the option to get flowers from a better and different service the whole point was my mom to get a beautiful bouquet so she didn't feel as lonely without my father on her birthday and you guys ruined everything. read more