Urban Flower - Flower Delivery Sydney — Attraction in Sydney

Ordered flowers for a 9am delivery on WED night, received an email, not a call at 6:30am FRI (day the flowers are meant to be delivered) saying they’re unable to deliver flowers at 9am and can send via uber but I will have to pay any additional $40. When placing the order, I had selected funeral delivery because I was able to select the time suitable to my delivery. A few things. If the ordering was done incorrectly I should’ve been contacted the Thursday after. The website needs to have more information about the specific delivery services and times they offer. The individual I spoke to was very unkind and stand offish from the moment I called and relayed my concerns.

In response to the owners reply:

Hi there, I’ve read your message, and while I appreciate the effort made to contact me early, I need to address several assumptions and the tone you've taken.

First, to claim that I “knowingly” selected the incorrect delivery option and acted dishonestly is both inaccurate and inappropriate. I selected the 'Funeral' delivery option because it appeared to offer the only available slot that aligned with my need for an early 9am delivery. At no point during the ordering process was I warned that this option was strictly for funerals, nor was there any restriction preventing me from proceeding with that selection. If the option is truly that sensitive, your website should clearly block it for non-funeral events or display an explicit warning.

Accusing a paying customer of dishonesty for making a decision based on unclear system design is not only unprofessional — it places blame where it doesn’t belong. Your delivery options may be “clearly stated” to you, but as a customer navigating your site, I found them to be ambiguous, especially in a time-sensitive situation. I was not “unwilling” to pay — I simply wasn’t presented with better options in an understandable way until after placing my order.

I expect businesses to take responsibility for ensuring their systems and communications prevent these kinds of misunderstandings, rather than turning around and placing judgment on their customers. I acted in good faith and don’t appreciate the implication...

*update to previous post Following my last review Carli made the effort to call me to resolve the issue, which I appreciated since I am based in America.

She had another bouquet made up for the difference and delivered to Mum in the morning on Mother's Day.

It was good to come to a resolution and that Carli tried to make whole on the shortfall from my initial order.

Mum loved the new bouquet and Carli checked in afterwards to make sure all was in order.

Extremely disappointed having gone with Urban Flowers. First time I have ever been underwhelmed by a florist. I ordered the Byron in the Amazing size. When Mum sent through a picture of what she'd received, I thought, is that it? Presentation was lack lustre but for a difference of $45 from the standard size to the Amazing size, 3 sizes up, I was hardly amazed. I asked them to explain the discrepancy based on the number of flowers I could count in Mum's bunch and their pictured standard on their website. They asked for another photo from above, which I sent, both still showing the same number of flowers as in the standard size instead of what I was assuming should have been significantly more if paying for 3 sizes up. No response. I followed up again. Still no explanation after 4 days. Having spent $150 on flowers, you'd think atleast you'd get some level of customer service. Flowers are definitely not value for money here. Quite expensive for what you get. I don't mind paying the money if it's worth it. In this case, it wasn't. Based on their extremely poor customer service, I would never buy again from these guys. Wouldn't bother upsizing because it's not worth it and I wouldn't buy the Byron either, because it was hardly a jaw dropping arrangement for $150. They don't respond anyway if you've got concerns. Should have bought from Posy Place instead but thought I'd give these guys a go based on rave reviews from others. Arrangements at Posy Place are much more beautiful and much better value for money. Turned out to be a costly mistake using Urban Flowers. They just don't really care about customer satisfaction or responding to...

Re-edit (17/2/17): Hi Carli, thank you for your response. I did call up the store on the eve of 15th and spoke to someone. He then advise me what had happened and then I realized that it wasn't really your or the store's fault, but rather one of those situations which is really hard to manage and control. However, really appreciate of you to send the flowers and the chocolates (upgraded me, yea!) even though late, still something better than nothing!

Regards, Rahul

Re-edit (14/2/17): My original review (at the bottom) was a good review, until got a call around 7:30pm saying flowers cannot be delivered. What am I supposed to do that time? Had it been morning or even afternoon, it would have been a different scenario.

Other stores had same flowers for a reasonable price, yet I still said nope, lets stick to my usual store.

Phones didn't get answered, voicemail was full and couldn't store any new messages.

What happened to the store that I used to recommend to everyone.

Original (14/2/17): Have been ordering flowers since 2012. Everytime they deliver with perfection and quality.

I liked the option where we could ask the delivery to be done before or between certain time. Sadly that option is not available and a bit bummer. Maybe you will get the option back (just a suggestion)?

Except this, no other issues for the...