The Stem Reviews

Name: The Stem
Rating: 4.91

4.9 Rating 4,918 Reviews

98 %

of reviewers recommend The Stem

4.9

Based on 4,918 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	97%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

About The Stem:

London’s sustainable online garden centre. Plant-shaped happiness direct to your door.

Visit Website

Email:

info@thestem.co.uk

Location:

London, ,
E10 7QP

Write Your review

Tell us how The Stem made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

The Stem 5 star review on 3rd April 2023

1031

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The Stem came highly recommended to me . The service is very good but the product was unbelievably poor . It bore no comparison to the tree my friend ordere . I gave it away the next day . I can’t refer the company based on the product which on its way out . A total loss of money to me .”

Helpful Report

“The plants don’t even stand up. Both of them In the wicker baskets just fall over.”

Helpful Report

“I ordered a plant for an elderly friend and she felt very awkward sending me a picture of the plant which plant was very bashed with leaves fallen when it arrived. I sent the picture to Stem who said it wasn’t an adequate picture and they needed a picture of the whole plant. I went on to explain the lady is elderly and I did not want to inconvenience her further by asking for another picture. Stem said they could not refund/replace without a full picture. Incredibly disappointing service on this occasion. The plant was only £20 and it seems a shame this could not be resolved. I’m not one to usually complain but I feel on this occasion it is justified.”

Helpful Report

Hi Nicola, We have a very simple policy whereby if there is an issue with a product we need to see an image showing the whole product so that we can assess the quality and advise on a solution. We would love to sort this out for you. If you would like us to please send us the requested image :) Best wishes, James

“Hi I was recommended by a friend and I also made sure I order the same plant and size however the plant that was delivered to me was just so wide and short it’s not 160cm I’m really not happy with the plant I paid for and would like either another plant or a refund.”

Helpful Report

“I was very disappointed.. it did not look like the picture shown…”

Helpful Report

“Received a “delivery confirmation” and a review request, however did not receive a plat. Delivery was cancelled a day before the delivery and rescheduled for another time without even checking if the timing works with me or not. I had organised my rota and arranged a day off for the delivery, now I need to find someone to be here for the next delivery slot, if it will ever be delivered and not rescheduled again. Really disappointed.”

Helpful Report

“I bought 4 plants here. Two of them had significantly damaged leaves. One plant has not been delivered yet, and only one plant was good.”

Helpful Report

“I ordered an item on Monday 16 May and it was supposed to be delivered on Friday 20 May, but I was not in when the item was due to be delivered and they did not leave my order outside my apartment door as requested. I’ve emailed them three times to find out where my order is and they have not responded. Dreadful service and still without my order.”

Helpful Report

“If I could give it a 0 I would. The plant arrived dull and dry with leaves falling off, don't fall for the good reviews.”

Helpful Report

“The coconut three died after two months, the soil has been moist since it arrived so I didn’t water it. I tried to keep it in a brighter spot but the soil never got dry and it started to have mould around it and it died.”

Helpful Report

“Within a week of receiving my first plant, a Pachira, many of the leaves have fallen off & stalks are bending. They have ended up in the bin. Cross & disappointed. Waste of money”

Helpful Report

“Still awaiting delivery”

Helpful Report

Hi Andrew, We have sent you several emails with tracking information but not had a reply. We can see that delviery has been attempted multiple times by Parcelforce. It is being held for you at a local post office, and Parcelforce have sent SMS to the number you provided. Best wishes, The Stem team

“Finally received plant 10 days after order placed. Plant was squashed inside a box which caused damage to all of the leaves.”

Helpful Report

Hi Adam, Thanks for your review. I can see you ordered your plant on the evening of 14th April and it was dispatched on the 20th (2 working days later, as it was the Easter weekend and ahead of our 3-5 day dispatch guidance). We have been in discussion via Zendesk and we have asked for an image of the whole plant so we can assess its overall quality to let you know if we can provide a superior specimen for you. If you get can get back to us then we hope we can resolve this for you! Best wishes, The Stem

“Very poor(actually never get response) service. No telephone contact and live chat function, nor can I tracking my order statue. I had to find them on Instagram but they just saying not received my emails. Finally dispatched after half month without any explanation. Poor quality with the plant. Looks nothing like the picture on the website. Would never ever use The stem again.”

Helpful Report

Hi Naer, We have looked through our Zendesk account and can not find any correspondence from you. Did you use another email address to contact us? I'm really sorry to hear you are not happy with your plant, if you can share any photos with us by emailing info@thestem.co.uk then we can get this fixed for you and either replace or refund? Best wishes, James

“Would NOT Recommend. I ordered 2 plants, one of them is literally dry and dead, leaves look like they’ve been burned, the pot is cracked. The other one should have had 100 cm and it has 90 if I’m calculating the stick that’s holding the plant. From Friday, I sent emails after emails and no one bothered to respond. Very very dissapointed! Convince yourself from the pictures and videos. Thank you.”

Helpful Report

Hi Andreea, You sent us an email on Saturday at 8pm, and I have got back to you this morning with a proposed solution. We are sorry for the slight delay, we have had some team members missing due to COVID so doing our best to get back to any queries as quickly as possible. Best regards, James

Hi Andreea, Just to confirm we refunded this plant in full for you - if there are any issues we will always do our best to put things right as quickly as possible, and we're sorry that it took a couple of days to respond to your initial message. Best regards, James

“Apart from Hayley Hilton is my daughter who I bought these for,I am Trevor Gray and you haven't bothered to answer my last email and how can anyone give a review when they haven't been delivered in the time you said.”

Helpful Report

Hi Trevor, We understand that Parcelforce delivered your parcel on Monday and everything was received okay? Very occassionaly there are slight delays outside of our control, and if there is any problem with the plants we would be happy to send a replacement! Take care, James

“Our plant arrived dead.”

Helpful Report

“Took nearly 2 weeks for them to tell me they don't deliver to Northern Ireland. Took money first though.”

Helpful Report

Hi Ruairi, We are very sorry for the delivery issues, we are currently not able to deliver to NI due to plant passporting rules, which is out of our control. We have updated our delivery page to make this clear and we will explore a techinical fix too. We hope we can find a way to share plant happiness in NI in the future! Best wishes, James

“This is the second time my plant has arrived in a very poor state and even after submitting phots from past bad experiences there was no response”

Helpful Report

“Plant arrived shrivelled and curled over. Refund process was quick”

Helpful Report

Hi Amy, Sorry that your plant did not arrive in good condition, unfortunately with living plants this can happen from time to time, and as soon as you let us know we offered to replace or refund. You requested a refund which we processed immediately :) Best, James

The Stem is rated 4.9 based on 4,918 reviews