Primrose Reviews

Name: Primrose
Rating: 1.29

1.3 Rating 656 Reviews

6 %

of reviewers recommend Primrose

Company Reviews

Questions

Metrics

1.3

Based on 656 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

Visit Website

Write Your review

Tell us how Primrose made you happy

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)

Whats 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.

Primrose 5 star review on 26th June 2020

Gillian

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Please think twice before using this company. I ordered 2 ponds in pots kits for different addresses. Neither arrived but they did send water snails to each address. What is the point of sending the snail before the ponds. When I eventually contacted them , they did not respond to an online enquiry, it took over 45 minutes to get through to some one. They asked me to wait another week which I did. Still no ponds. Contacted them again and this person told me that the ponds are out of stock so they would refund money. It would be in my account within 2 days. 3 weeks later no refund. This company owe me over £200. I am presently number 25 in queue to find out again where my money is. Communication is terrible”

Helpful Report

Posted 5 years ago

Hi Sandra, thank you for your review. I do apologise for the experience. As the snails are being dispatched separately they have arrived earlier. I will now look into this for you and I will resolve the issue for you. Apologies for the inconvenience caused. -Lily

Posted 5 years ago

“Extremely poor and disappointing experience with this company!!! I placed an order over three weeks ago. It still hasn't arrived and there have been no updates on when delivery is expected. Impossible to get through on the phone to the customer service team. No reply to email either. As others have experienced, it is now too late for me to order the same bareroot plants from another company even if I do eventually get a refund. I certainly won't be ordering from primrose again.”

Helpful Report

Posted 5 years ago

Hi, I have looked into the order and can see that my colleague has assisted via email for you. I am sorry to hear that we have let you down. - Meredyth

Posted 5 years ago

“I purchased 4 rolls of Premium Willow Screening 5.0m x 1.5m from Primrose, One roll is only 3 metres in length. 2 others have extensive fungal growth and the fourth is so 'green' that catkins are emerging from the red buds. I am hugely disappointed and after emailing them on 3 separate occasions and speaking to someone in Customer Services no one has had the courtesy to reply and resolve the issue. I have 4 rolls of Willow screening which are not fit for purpose; a garden project which I am unable to complete and I am over £200 out of pocket. I know you are all very busy, but so am I. Please stop using Covid as an excuse for poor Customer Service and either refund my money or send me the PREMIUM products I have the right to expect.”

Helpful Report

Posted 5 years ago

Hi, I have contacted you directly in order to resolve this with you. I apologise for any inconvenience caused by this experience. - Meredyth

Posted 5 years ago

“I ordered hedging they took the money £131 I asked for an update 10 days later, no reply! 15 days after placing order received email stating not in stock, next stock available September. Why was my order taken when it was not in stock, waste of time now it's too late to re-order elsewhere and plant out.”

Helpful Report

Posted 5 years ago

Hi, I am sorry to hear about this experience and the cancellation. I have contacted you directly in order to resolve this with you. - Meredyth

Posted 5 years ago

“Awful company. accidentally gave the wrong piist code but right address. They had not sent out the order as no longer had the tree. I told them to correct the postcode and send the rest. They sent out with the wrong post code and now wont refund me so lost loads of money and cant get through on phone or email. AVOID!”

Helpful Report

Posted 5 years ago

Hi, I have contacted you in order to confirm a cancellation made by by colleague. I apologise for any inconvenience caused by this experience. - Meredyth

Posted 5 years ago

“I ordered some edging stones only to find out they where out of stock after I ordered. I contacted them two times was left in a queue for 20 minutes just to be told they where still out of stock. They had my money for three weeks. They are a disgrace. Why do they have Indian call centre personnel dealing with their complaints. They must have a lot of complaints. Do not use them.”

Helpful Report

Posted 5 years ago

Hi, I am sorry to hear this. Our customer service team are all based in Reading, England rather than in India. I have contacted you directly to resolve this for you. - Meredyth

Posted 5 years ago

“DO NOT USE THIS COMPANY ordered two trees worth over 200.00 I have not received them emailed and phoned the company its a joke wait 30mins in a queue then get cut off and NO reply to email”

Helpful Report

Posted 5 years ago

Hi, I have looked into the order and can see that my colleague has assisted and resolved this via email with you. I apologise for any inconvenience caused. - Meredyth

Posted 5 years ago

“I spent £80 on a gift for my mum and when it arrived the carton was so badly damaged I can't give it to her as a present - they are refusing to do anything about it because its only the carton that is damaged - absolutely no effort whatsoever to resolve the issue through their customer service team - shocking”

Helpful Report

Posted 5 years ago

Hi, I have contacted you in order to assist and resolve this with you. I apologise for any inconvenience caused. - Meredyth

Posted 5 years ago

“Rubbish! all been cut. Tap root cut off, most appalling examples ever. And the company are atrocious to deal with.. No communications. Just delay tactics. AVOID AT ALL COST!”

Helpful Report

Posted 5 years ago

Hi, I have contacted you directly in order to ask for additional information so I can resolve this with you. - Meredyth

Posted 5 years ago

“DO not buy from this website I purchased a fountain in december 2020. It still has not arrived. I spoke to them on many occasions and they stated that it would be with me within 10 weeks (even though it stated it was on stock). 16 weeks ;ater,they now state it is not available. So prices have gone up. I cant purchase it for the price i purchased it for, and they still have my money”

Helpful Report

Posted 5 years ago

Hi, The item you ordered was "Made to Order" and so the delivery time reflects that it is hand made with each order. I have contacted you to explain and resolve this with you. I apologise for any inconvenience caused. - Meredyth

Posted 5 years ago

“AVOID THIS COMPANY: I received 2 passiflora plants as a gift for my birthday (which I chose), both the same for just under £50. However, one of the plants was 2/3rds smaller than the other one and has now died. I have contacted primrose on several occasions, in every way possible and I am being totally ignored!”

Helpful Report

Posted 5 years ago

Hi, I have contacted you directly in order to assist and resolve this with you. I apologise for any disappointment or delay with the order. - Meredyth

Posted 5 years ago

“Order 564269 TAY CLEAR .. charge for what they don’t deliver!! They have failed to deliver over £100 worth of plants. They have shown me a courier picture one small box containing just one acer one my doorstep and that’s it. In view of the fiasco I cancelled a piece of garden furniture £480 and I’m still waiting for a refund. As I see it they have stolen a large amount of money from me. BE AWARE .. hard to get through anyone. STAY CLEAR”

Helpful Report

Posted 5 years ago

Hi, I have looked into your order and can see that you are currently resolving this with my colleague. I apologise for any inconvenience caused. - Meredyth

Posted 5 years ago

“Avoid this seller like the plague! Bought two large polystone troughs worth nearly £220 each. Delivery time was supposed to be 2-3days. Although there is a “track your order” site - it does not work. No one replies to your email and phone queues take hours. It eventually got delivered on day 6 after a lot of chasing up. The chap who delivered literally unloaded the plastic wrapped trough on a wooden crate at front door and had left.When we opened the package, one of the large trough had a large crack running across and had been stapled to keep it together! The whole trough came apart when we tried to move it away from the front door! Never had such an experience with shopping online!! Hope I will get my money back atleast and the company will collect the rubbish from my front door that they have left. Not until after the weekend apparently. Although they are ready to take money from you for new orders until 10pm and weekends, nothing can be done regarding a problem until weekday limited working hours. Never again!”

Helpful Report

Posted 5 years ago

Hi, I have contacted you via email in order to assist you. In terms of the collection the couriers will not collect over the weekend which means we have to wait until a working day. Primrose is open every saturday to help with queries. I apologise for any inconvenience caused. - Meredyth

Posted 5 years ago

“Ordered 3 x 10.5cm plants at a cost of £28.00 the attached photo is the three plants, extremely disappointed will never use Primrose again. Cannot upload the photo but all plants in 4cm pots two hard to see smaller than plug plants other 2cm big”

Helpful Report

Posted 5 years ago

Hi, I have contacted you directly via email in order to assist and resolve this with you. I apologise for any inconvenience caused. - Meredyth

Posted 5 years ago

“A company to avoid. Received two large planters one damaged. They have refused to replace the dented one. The box it came in was fine, so it must have damaged before packaged up.”

Helpful Report

Posted 5 years ago

Hi, I am very sorry to hear this experience. The item purchased is out of stock which is why we cannot replace it however that does not mean that we cannot refund it for you instead. I have contacted you directly to resolve this.- Meredyth

Posted 5 years ago

“DO NOT USE. I never leave negative reviews, I would rather say nothing normally and tend to just leave positive where service has been great but don't want anyone else scammed by this company. Out of 4 items paid for only 1 was ever delivered although they took all my money upfront. I have had absolutely no luck finding out where other items are or how I can get a refund if they are not coming. It was a considerable amount of money for me to spend and was a bit of a mothers day treat to myself as is a very difficult time for me. And they have basically stolen my money right now instead. The one item that did arrive I saw in B&Q a few days later for half the price and the same quality. I have raised a dispute with PayPal but really concerned how I will ever get my money back as the phone line goes dead when you call and they do not reply to emails. Save yourself from my misery and avoid. Wish I had checked reviews properly. Website is highly deceptive of their professionalism.”

Helpful Report

Posted 5 years ago

Hi Katy, thank you for your review. I am sorry to hear of your experience. I have emailed you with more information. I do apologise for the inconvenience caused. -Lily

Posted 5 years ago

“AVOID. Absolute bunch of amateurs who lure you in to spending with false info on their web site, grab your money, fail to communicate with you, then when you do manage to get any answer from them, tell you they don’t have the product anyway. Refund apparently takes a week! Must think we are mugs. Living in the dark ages. Just avoid and use the better professional companies. Time wasters.”

Helpful Report

Posted 5 years ago

Hi, I am very sorry to hear your experience with us. I can see that my colleague has assisted and resolved this with you. -Meredyth

Posted 5 years ago

“Absolute joke to deal with. They took my order, confirmed a delivery date, waited all day and nothing arrived. Called several times (takes approx an hour to get through) they had no idea where the product was or why it had not been delivered. Third time calling them, I was told the order was out of stock. This was several weeks after due delivery date. AVOID AT COST! ABSOLUTE JOKE!”

Helpful Report

Posted 5 years ago

Hi, I have contacted you directly to request more information so I can assist and resolve this with you. I apologise for the experience. - Meredyth

Posted 5 years ago

“Ordered 6 mock orange shrubs which were advertised as ‘bare root 2ft tall plants’ - what I received were 6 tiny little twigs in small square pots which measure no more than 20 centimetres from the base of the pot! Contacted Customer Services via email, as it is impossible to get through on the phone - was offered a £10 discount on the total value of the order which I felt was insufficient seeing as the plants are not what I ordered, and 3/4 smaller than they should be. Customer Service has been extremely poor with long delays in between correspondence. I was told I could return the plants via courier, but due to the delays in contact I had to unpack the plants. I am really disappointed in you Primrose, as I have never had any issues before and have always been impressed with your communication and products.”

Helpful Report

Posted 5 years ago

Hi, I have contacted you in order to resolve this with you directly. I apologise for the experience that you have had with us. - Meredyth

Posted 5 years ago

“On the 2nd February placed order money taken from my account that day called to see where my order was on the 8th February told it was on its way received one part of my order on the 10th February the plant was half dead in parts leaves torn and broken that day I spoke to someone called dean sent photos to him told to wait 3 weeks to see if the plant picked up absolute joke called and spoke to a lady called Emmy she apologised and said I was getting a refund in full this was 16th February on the 19th February second plant arrived called again and spoke to a gentleman told him I had just received second plant and it was dead I asked if it had been in delivery with first plant as it looked as though it had been in the box for weeks he said it could well of been he told me my refund would be in my bank account £167.97 what a load of rubbish today is 18th March I have emailed them for a week no reply tried telephoning the last few weeks to be put in a queue very strange that when I first had the problem I called each time I got through straight away I would be grateful if someone from this company could get in touch to resolve the problem and to give me my money back it is absolutely appalling this company is doing this to customers”

Helpful Report

Posted 5 years ago

Hi, I have looked into your order and can see that my colleague has requested the full refund for you which has been issued by accounts. I apologise for any inconvenience caused. - Meredyth

Posted 5 years ago

Primrose is rated 1.3 based on 656 reviews