Order took a month to arrive. Missing items. Poor comms.
My order took about a month to arrive. I had to email a few times before they got back to me. During a call about the missing order I specifically asked it not be delivered on the weekend as we would not be home to collect it (we were well outside the delivery window at that point so I didn't plan for it) the plants were delivered on Saturday and we had to ask a neighbor to collect them so they wouldn't be destroyed. In the end my full order wasn't delivered and I had to be partially reimbursed for the missing items.
(Edit - I did receive calls from unknown numbers during the dates specified in the reply. I get many scam calls so I did not pick up the first call. I am happy to corroborate that element of UPL's feedback, this does not significantly impact my overall star rating. My disappointment with comms does not involve any expectation that a workplace email me back same day on a Sunday).
Reply from Urban Plant Life
Hi Emily, Thank you for your review. I'm sorry that you were disappointed with your experience.
I can see that you first emailed us on 25th May looking for an update and I replied the same day to let you know that a member of our team would call you regarding your order. We subsequently attempted to call you and left a voicemail. You emailed us again on 31st May (a Sunday, when our offices are closed) to advise that you had not received an update and we replied promptly on Monday to explain that we had attempted to contact you.Unfortunately, there was a delay with your order as we were waiting for stock from our supplier and I apologise for the inconvenience this caused. I am also sorry that the compost was missing from your order and that we had to issue a refund. In addition, I apologise that your request not to deliver at the weekend was overlooked. This was our mistake and I understand your frustration. We appreciate your feedback and are sorry that we did not meet your expectations on this occasion.