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

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The Stem 5 star review on 3rd April 2023

1031

Anonymous

Anonymous // 01/01/2019

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

“Great little Christmas tree at a good price but ....a)it was not delivered on the day it was meant to be. b) I was not informed that there was a problem until 19.45 on the day I had booked for delivery. c) Communication was poor and it was all via email. No one responded to my request for a call. d) I didn't feel reassured that they would be bringing it the next day when they emailed trying to cancel again at 4 in the afternoon of the next day. They seemed overwhelmed with work and maybe not used to coming south of the river. I appreciate that they are a small company and working flat out. The latter I'm afraid goes with the territory when you are delivering Christmas trees at Christmas. I will make a mental note to order one at Easter next time when demand is not as high!”

Helpful Report

Hi Deborah, We're very sorry for the delivery issues with your order. We've had a few struggles with one of our delivery partners, so this had a knock-on effect across a few other deliveries. We arrived outside your apartment on the delivery day, but we did not have the right tree. This was our mistake, caused by tiredness! I immediately emailed you, and we then exchanged a total of 12 emails in the 24 hours before your tree was successfully delivered the next day. We have delivered thousands of trees South of the river in the last few weeks and we are sorry that there were some delays with your delivery. Ultimately if you are not happy with the service you have received, neither are we. So we have refunded your order in full, and you can keep the (lovely) tree for free! Wishing you a Merry Christmas! James

“I was disappointed by the delivery experience. I wrote a delivery note that I'll be home and they should loudly knock on the door and I'll receive a message with one hour window of when the delivery will arrive. None of that happened and when I found the plant that I ordered it was overturned. It was cold and I don't know for how long the plant was staying outside but thankfully it survived. I'm guessing that someone had to kick the plant to overturn it as it wasn't even that windy. The plant had a few leaves broken because of that.”

Helpful Report

Hi, Thank you for taking the time to provide your feedback here. We truly are so sorry that you've not had the best experiences with us and have been left feeling disappointed. That's definitely not how we want our customers to feel at all. Please let us know if there is anything we can do to make it up to you Best Wishes, Lana

“No contact number - you can only speak to the team via email... Tree delivery was delayed and I had to reschedule to another day. Delivery arrived the next day missing the stand I paid £30.00 for. I sent two emails to the team immediately to cancel the stand and requested a refund. A driver went out of his way to bring the stand after his working hours as the team had not communicated the cancellation with him hours later. Apart from the delivery driver who went above and beyond, the entire experience was a shambles.”

Helpful Report

Hi Melissa, We are so sorry to hear about the issues with our delivery partner, we have worked with them very hard over the Christmas period to improve service levels. We messaged you privately to try to make this up to you but received no response. Best, James

“Some pants were not as pictured. Also, Care is an issue and looking for replenishment solutions”

Helpful Report

Hi - we're sorry to hear you were not 100% happy with your order. Please get in touch with the team and we'll do our best to help you!

The Stem is rated 4.9 based on 4,918 reviews