Primrose Reviews

1.3 Rating 643 Reviews
6 %
of reviewers recommend Primrose
1.3
Based on 643 reviews
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Over A Month
On-time Delivery
Greater than 11%
Accurate And Undamaged Orders
Greater than 46%
Customer Service
Communication Channels
Telephone, Email, Live Chat
Queries Resolved In
Over A Week
Customer Service
1.1 out of 5
Returns & Refunds
Refunds Process
Difficult
Returns Process
Could Be Better
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I have made two orders of Primrose this year.The first - mainly for seeds - did not arrive due to covid but I was given a full refund and did not have to chase for it. I made a second much larger order for pond plants and was a bit nervous because I saw negative reviews after posting it and nearly cancelled. I decided to sit tight and the plants did take some time to arrive I cant deny. But I have to say that whilst slightly jostled in transit every plant looks well cared for and healthy and all are now planted up and looking nice in my pond margins. Thanks too for the 5 mesh pond planting pots which I hadnt expected but which I think were used as spacers in the packaging. All have been put to good use!
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Posted 3 years ago
I cannot recall having a better experience with a customer service team - ever! I needed to source a specific type of fence panel, and they really went above and beyond to get me what I needed in a cost-efficient and timely fashion. Really just the best team! Thanks guys.
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Posted 2 weeks ago
Ordered Lifestyle rattan rope 5 seater sofa set code FU101979. Arrived unpacked and dispensed of boxes (big mistake ) and attached legs. Sofa looks fine but seat cushions that you sit on are extremely hard . Primrose advertise this sofa as relax in comfort with luxury deep filled cushions .the cushions ensure you and your guests can relax in ultimate comfort . This description is incorrect seat cushions rock hard with no give or comfort . Tried to return but without boxes company would not accept and impossible to find boxes of the size required (i tried). They offered to pick them up but would charge £400 to do so and then only refund £669.99 How they come to a figure of £400 i cannot understand . They said product not faulty !? . Their advert and description for this sofa is both wrong and misleading and anyone reading this review i would strongly advise that if comfort is what you are after do not buy this product and beware of putting your trust in their descriptions of other products . Yes they offer refunds if returned in packaging but surely they could have been more compromising when they have mislead their customers in such a way ?
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Posted 7 months ago
Attempting to purchase a replacement pump, no responses to emails, I had to call a number of times. Promised an email from accounts to pay for the pump, which was in stock, no email or proforma, I had to call AGAIN to chase. Got the invoice, paid within 15 minutes. I asked for confirmation of receipt of payment - no reply. I also requested proof of order - order number, no reply. I waited 5 days for delivery before calling AGAIN only to be told that the pump was not in stock. No communication regarding my order yet they have had the payment without the pump being in stock- this saga has been going on since May!! Primrose - run as a business and improve customer service!! Order now cancelled and I suppose I will have to chase for refund. Absolutely shocking!!
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Posted 8 months ago
Shocking, cannot call them, offices are always closed. Info@primrose.co.uk is an automated email address with no replies. No order details emailed so cannot even use that as a point of reference. Trustpilot reviews are very bad indeed. Only way to resolve is by contacting Bank and proceed with a charge back. DO NOT BUY FROM PRIMROSE.CO.UK
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Posted 9 months ago
Ordered item nearly a week ago paid for next day delivery…. still no item
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Posted 9 months ago
I ordered Order ID #2000257003 a flower pot from Primrose on the 22nd May and paid £53.46 including £7.99 postage and packing. No word from them as to delivery some 8 days later, I’ve emailed their support team twice, just received a generic email response. I’ll update here as to when the goods are received……UPDATE (2nd June) received this email from Primrose at midday 31st May…… ‘I do sincerely apologise for the delay of your pre-order. I have checked your order with the warehouse and I have been advised we have just received the stock from our supplier, however your order will now be processed and it will be dispatched until tomorrow. You will receive an automated email notification as soon as the order has been shipped. Thank you for your patience with us”…….no contact since re delivery date.
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Posted 9 months ago
1 item from order not delivered, could not get through to customer service! phone lines always say offices now closed no matter what time of day you call. Finally got a response after sending 3 emails and it was from a very rude customer service manager who told me my item had been delivered. Sending me proof of delivery with no house number just the name of the road and some random signature? Finally getting refund after escalating to paypal. I WOULD AVOID THIS COMPANY AT ALL COSTS AWFUL SERVICE.
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Posted 10 months ago
Awful customer service. The panels I ordered were flimsy and not fit for purpose. Tried to speak to someone about a return but it’s impossible. They didn’t want to know and just referred me to the “chat” option which puts you in a loop of unhelpful standard replies. I requested a callback via the chat AND email but heard nothing. Do NOT order from this company. I was ripped off completely. I had to sell the items to a friend who could use them but at a significant loss. Never trust a company with no phone number
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Posted 1 year ago
Stay away, get money, never deliver company.
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Posted 1 year ago
Hi Oliver, I'm sorry to hear about your experience. Could you please send us an email with your order number and delivery address, so we can fix things? Thank you. - Monica
Posted 1 year ago
Very regretably we purchased a 2 year old tree from Primrose, and after waIting several weeks and email it arrived. Tree was very under developed and when i sent an email with pictures asking for their opinion but they ignored my correspondance. i'll definately be using other on line plant sales company.
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Posted 1 year ago
Hi David, I'm sorry to hear about your experience. I have looked into this for you and can see my colleague has reached out to resolve this with you. -Lily
Posted 1 year ago
ABSOLUTELY SHOCKING QUALITY PLANTS. I WAS LIED TO FROM RHE MOMENT I PURCHASED THE VERY EXPENSIVE MAGNOLIA TREE. IT WAS NOT A 12 LITRE 200-240CM. WHAT ARRIVED WAS A DISEASED AND DYING 10 LITRE. AVOID THIS COMPANY, THEIR CUSTOMER SERVICE IS ZERO. WORST ONLINE. GARDEN CENTRE. AND BELIEVE NE, THERE ARE A FEW. BUT THESE ARE THE WORST !!!
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Posted 1 year ago
Would not buy from Primrose again, been chasing them for two weeks on my order. Emailed 3 times and no reply. Finally got through last week and they promised they will let me know. Nothing happened for a week so called again, waited 40min to get through just for them to tell me I need to pay an extra £40 for delivery 😡🤬 why wait two weeks to tell me this. I cancelled my order so will see how long it takes for my refund to come through.
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Posted 1 year ago
Hi Armand, I apologise for the experience and service you have had with us. I completely understand your disappointment. I see my colleague gas assisted to resolve this for you in the meantime. -Lily
Posted 1 year ago
The returns process is awful, I returned some items but they refused a refund as they have ‘no record’ of the return. Been told by customer service to take it up with Royal Mail instead…
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Posted 1 year ago
Hi Jaselyn, thank you for your review. I am really sorry to hear of your experience. I have looked into this for you and I see your order has been received back in the meantime and our returns department has refunded the order upon receipt. I do apologise for any inconvenience caused. -Lily
Posted 1 year ago
delivered in so called safe place but not received. end if story from customer service. delivery 3-5 days which meant l would have been in but took 10 days. won't be buying from them again!!
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Posted 1 year ago
Hi Anita, thank you for your review. I am really sorry to hear you have not received your ordered within the planned delivery time. I have followed this up for you and I see the goods have gone lost and we have sent replacements for you. I do apologise for the inconvenience caused. -Lily
Posted 1 year ago
can honestly say that I do not like to leave bad reviews. However, with Primrose it`s has to be an exception. And the only reason is, that I`m frustrated by their customer service to provide well, customer service! To cut to the chase. Ordered a lovely fountain two weeks ago. arrived faulty. Which is fine, it happens, and I fully accept that. It just that 2 weeks on, and I seem to still be battling for replies to emails. They have agreed to replace the water feature. But that`s were it ends. I heard nothing back. I have prompted them a number of times on live chat to push things through. And yet they still ask me to revert back to email. And yes you guessed It....with no replies. I have now had enough, and have asked for the faulty item to be collected for a full refund. It`s a real shame. The fountain is great, and I would have had a replacement. I just cannot bare the thought of going through all that nonsense again if the second one is faulty. Lesson learnt: I will be buying locally in the future on items such as this. If something is faulty. God help you if you have to go through customer services.
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Posted 1 year ago
Hi Mark, I do sincerely apologise for the experience. I am truly sorry to hear we were unable to replace the faulty item for you. -Lily
Posted 1 year ago
Dreadful company. Placed order in February and initially was sent the wrong products. After a couple of weeks managed to have the incorrect items collected but over the coming 4 months and numerous calls and emails, plus lots of being on hold and then finally just being cut off, still was being fobbed off with delivery would be SOON! Never came and in the end had to put in a request with Paypal to get a refund. Will never use again.
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Posted 1 year ago
Hi Mark, I'm sorry to hear about your experience. I have contacted you directly to request further information so I can help resolve this for you. -Lily
Posted 1 year ago
i recently bought 5 bags of stones. i weighed each bag. it was supposed to be 20kg each bag. 2 bags were opened. these were the weights of the bags of stones. 16.2, 17.1, 16.7,13.3, 17.6. instead of getting 100kg of stones i received 80.9kg. 19.1kg missing. i am very disappointed with your service. when asked about it, i was asked to send photographs.
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Posted 1 year ago
Regrettably I have to give 1 star. My experience was terrible: 1. conflicting information about delivery date 2. poor quality product (metal garden pot) 3. the pot opening was smaller than described ie. the dimensions were only listed for the full width but the opening is narrowing meaning my pot wouldn't fit. This should've been made clear. 4. customer service argued the point when I tried to return and wanted me to pay for the return until I mentioned the Trades Descriptions Act. I will not use again. Cheap materials and just not worth the trouble.
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Posted 1 year ago
I have to agree with a lot of the reviews and I wish I’d done more research when placing an order. I ordered some vegetable plants in May for dispatch by the end of the month. I’ve called weekly and been told each time ‘ they’ll be there next week and we have a problem with our nursery’ Up until last week, they were still selling them online. I don’t even think the plants exist or are even alive at this point. So why didn’t I request a refund? Well I was going to but all other retailers were sold out, my seeds had failed and I was also told that I wouldn’t be getting my postage refunded because the one small packet of seeds did actually arrive. Absolutely avoid this company and don’t make the mistake I did.
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Posted 1 year ago
Avoid at all costs I paid over 50 pounds for 3 plants two of which arrived in a very poor condition and have now died. No response from customer services. 😕 Don't waste your money. Have photos to prove but no way of uploading.
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Posted 1 year ago
Primrose is rated 1.3 based on 643 reviews