UrbanStems Reviews 

I sent a flower delivery to celebrate a friend's first book launch, and discovered (too late) that I had included an outdated address. I reached out immediately to UrbanStems, and in short order Jhoanna scheduled a replacement, at no charge, to be sent to the correct address. I was so pleased by and grateful for this level of customer service, even though the mistake was mine!

I've always loved Urbanstems. The bouquets are always so gorgeous and classy. I recently had some points expire and wasn't aware of it- I reached out and they were so kind and generous in honoring my points! I worked with Carol to find a solution and the response was so quick and seamless. Love working with Urbanstems.

Great interaction and painless experience with the customer rep Angel

I’m not disappointed with the flowers themselves — my frustration was with the automated customer service process surrounding delivery expectations.

On Monday, I ordered a $160 double bouquet from the UrbanStems’ “available for next day delivery” section. I understood I had missed the cutoff for Tuesday delivery, but the website clearly indicated the order would be processed Tuesday and delivered Wednesday.

After placing the order, FedEx tracking updated to Thursday delivery instead. I reached out simply to understand why the delivery timeline had changed and to communicate my concern, since this was an important thank-you gift for friends.

What made the experience frustrating was the initial response from the “Happiness Team.” I received repeated automated explanations that I had ordered too late for next day delivery and that FedEx delays were outside their control — even after I clarified that I wasn’t expecting Tuesday delivery and was specifically asking about the missed Wednesday expectation.

A more appropriate first response would have been a straightforward apology, reassurance that the flowers would still arrive fresh and beautiful despite the delay, and a commitment to make things right if they didn’t. Instead, the repeated scripted replies made the interaction feel dismissive and more frustrating than it needed to be.

To UrbanStems’ credit, the issue was eventually escalated to a real customer service representative who apologized without excuses and personally continued tracking the order. That response felt much more thoughtful and customer-focused, however it still didn’t include any assurances that my friends would be delighted with the quality despite the shipping delay.

When someone sends flowers as a meaningful gift, especially at this price point, they shouldn’t have to worry about whether the bouquet will arrive wilted or look cheap because of shipping delays — or feel like they need to ask the recipient whether the flowers still look fresh.

Angel was incredibly helpful! Offered many solutions to assist with a mishap of flower delivery!

I contacted UrbanStems with an issue, and Angel was wonderful—responding quickly and truly caring about resolving my concern.

Carol was the representative I worked with at Urban Stems. Her tone was kind, patient, and courteous. Carol took the time to really assess my complaint. She went beyond to address my concern, and came to me with a fair, adequate solution for my complaint/request. Carol is key in my decision to stay with Urban Stems. Kudos to Carol for her kindness, and for her professionalism.

Great customer Service
Angel helped provide me with a refund after receiving an incorrect order. They were fast, efficient and extremely pleasant to work with.

I actually could not believe that someone got back to me so quickly and fixed the delivery date. It was Carol and she made it happen! We really appreciate the effort!

Very helpful with a miscommunication. Carol asked for details, and set about correcting it that day. She was very responsive (on a holiday no less) and all is well. Thank you from me and my 92 year old mom, who will enjoy the flowers in her new home.

Great customer service. They are responsive and always make it right if there are any problems with an order. Angel was incredibly helpful in helping me make sure my order was processed properly with my most recent purchase.

The flowers that were sent for MothersDay were not up to par. I contacted customer service with pictures etc… They responded within an hour! They were very kind and apologetic ; and I received a credit for the full price. I’m a huge fan ! Johanna is the best!

I needed to change the delivery date of a flower subscription two days prior to delivery of the first bouquet. Carol was most helpful in changing the date very quickly. She was very easy to work with. This company seems to go above and beyond to achieve customer satisfaction.

Reported my less than stellar flower arrangement to Urban Stems. Carol from the Happiness Team responded promptly and took care of my request for help. Issued a refund for the order. Very appreciative of the excellent customer service!

Ordered a set that should’ve included sunflowers but instead received a completely different bouquet for Mother’s Day 3 weeks in advance. Customer service sent me an email apologizing for the wrong order and notified me that the correct ones would be shipped…. Never received it.

I absolutely love getting fresh flowers every week! My UrbanStems subscription has been so wonderful! When I needed help recently with my order, I reached out via the chat on the website and Jhoanna was such a great help. She solved my issue right away and I even got a credit, which I was not expecting! Thank you!

Double flower bouquet ordered ($150) for my Mom for Mother’s Day - shoes shipping label created May1, and it’s now 5/21 and still no flowers. What a farce and utter disappointment!

I made an error and put the incorrect address. Jhoanna jumped in to save the day and was able to get a brand new bouquet sent out. Thanks for the quick solve!

The best order cancelation experience - ever! I ordered a lovely flower arrangement from Urban Stems to be delivered on a particular date. Once I realized that the delivery was FedEX dependent and that there was always a possibility -albeit a very small one - that the flowers would not be delivered on that day, I sadly cancelled my order. The customer service was absolutely fantastic. Carol very quickly sent me a lovely confirmation email to assure me that my order was cancelled and that I didn't have to do anything else anymore. I will definitely order from Urban Stems.

Jhoanna was the best. Communicated super clearly and helped me within minutes. Great customer service + appreciate that they were able to cancel my order close to the delivery time.