Business ProfileforUrbanStems Inc.

Like other reviews, Urban Stems does not follow through on its advertised promises and customer service. I ordered through their website since it showed that the flowers I ordered for my Mom were going to be delivered in time for Mother's Day. Urban Stems site showed the flowers would be delivered early, on the day before. I kept checking the website for tracking and it stated that my order was being prepared for a week. I reached out when Mother's Day came to see if the flowers would be delivered on that day at least. I got a generic apology and was told they would either refund the delivery fee or schedule a new delivery. I asked to have the delivery fee refunded and my order was still showing the status it was being prepared until the next day. I reached out again and said that they should refund my whole order since they did not deliver as promised and I would have chosen another company had I known that they couldn't meet the delivery date. Urban Stems said the carrier lost my order. They would not refund my whole order and still deliver my Mom's flowers because of their policy. I told them if they had good customer service they would have done that. They ended up canceling my order and setting up a new order for me still charging me besides the delivery fee. They delivered my Mom's flowers 2 days after Mother's Day. Also, my confirmation email, showed that if they can't deliver on time they would upgrade the bouquet to a bigger one at no additional cost for not delivering on time as promised. This was not offered to me. I told them that I would be making a complaint to the BBB about this. I will never order from them again. They shouldn't advertise that they can deliver on time or advertise offering perks for being late if they can't follow through on their commitments. If they had refunded everything and still delivered my Mom's flowers, I would have tried their service again. It looks like this is an ongoing issue with them.