Primrose Reviews

Name: Primrose
Rating: 1.28

1.3 Rating 650 Reviews

6 %

of reviewers recommend Primrose

Company Reviews

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Metrics

1.3

Based on 650 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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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

“Awful customer service! I have never felt compelled enough to write a negative review until now. I ordered my garden furniture at the beginning of lockdown and at the time there was no mention of deliveries being delayed. It said delivery between 2 to 4 weeks. However, a few days later the website said due to cover 19 and the large volume of orders they have had to suspend ordering until further notice. Plus, to expect delivery dates to be delayed. Which I understood. I contacted customer service to ask approximately how long will it be delayed? I was eventually told they have no idea! So I waited...and waited and I noticed they were still taking orders for the more expensive items on the website? There was no mention of delayed deliveries times on these items!? I then read a few reviews and noticed they had a large amount of negative ones. People had waited a long time for their items only to be cancelled! This worried me so I contacted customer services and when they eventually answered I was told my item had been discontinued and will refund me. I do not think they would of informed me of this if I hadn't of contacted them first! When I asked how can it be discontinued when they are still selling it on the website, they ignored me!”

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Posted 5 years ago

“Sounds like I am not the only person having issues. I ordered 15 strawberry plants on 5 April and still have not received them yet. I emailed over a week ago and no response. I have ordered seeds from other companies that have a much better system in place like ordering between certain times of the day. Why would they allow so many orders to go through if they were coming in fast a furious? Not impressed. Someone needs to sort this out. My patience has run out.”

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Posted 5 years ago

“Absolutely appalling service”

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Posted 5 years ago

“I placed an order of over £200 at the beginning of April expecting a short delay due to COVID-19. The money was taken from my account immediately via Paypal but I received no confirmation e-mail with order number. I am still waiting for my delivery and its now 20th May. The Primrose website continues to say there are delays in delivery but no phone number on the website to speak to someone regarding refunds. I completed the online query form on the website, and again no response from the company to my query. I have now raised a dispute via Paypal which Primrose have not responded to yet. I would not recommend this company to anyone. I have lost £200+ during financially difficult times. I am disgusted by this company's service. Is this a genuine company or a con?”

Helpful Report

Posted 5 years ago

“An update to the review provided below & hopefully a balanced view - I have now received my order in full 45 days after placing the order. I am pleased with all the items that I had ordered and thankfully have not had any problems with the plants as outlined below. Everything is ok/good. I think that he problem is that Primrose have not been able to ramp up their operations to cope with the demand created by COVID, but nearly every other mail order company has. What is not excusable is their failure to answer phones or respond to emails. Hopefully this will be sorted out in the coming weeks. Probably 4 stars for the products/value but 1 for customer service, hence a generous 3 in total.”

Helpful Report

Posted 5 years ago

“Along with most of the posts on this site I too ordered plants mid March , emailed them several times, just a generic response! I need a refund ! looks as if it’s not forthcoming. This company has not done itself any favours, taking money and not delivering. I intend claiming through my card services.”

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Posted 5 years ago

“I have emailed them 4 times since my damaged order arrived . They haven’t even had the decency to respond . Heir after sales service is disgusting”

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Posted 5 years ago

“Plants in stock (so they say), take the money. 40 days later nothing delivered. Can't telephone, don't answer emails. Looking at many other reviews, I am probably just another victim. The only efficient thing about this company is their money making website!! Never again.”

Helpful Report

Posted 5 years ago

“I placed an order worth £989on 14th April, the money was taken from my account the same day however, I did not receive an order confirmation and have had no response, aside from sn automated email, to my queries. Unacceptable customer service even with the current situation. After checking the website the furniture i ordered is now unavailable to order until 1st August. I have now requested to cancel my order.”

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Posted 5 years ago

“If you want to waste your money and have dead plants delivered then Primrose is the place to go. Ordered 3 small plants. No correspondence and 1 arrived 17 days after ordering. 1 more 3 weeks after ordering and this was dead. Still waiting on the last plant but have no confidence it will arrive healthy. Numerous emails but no response. How this shower is still in business I'll never know but I suppose as long as their are dafties like me they will still keep conning people.”

Helpful Report

Posted 5 years ago

“I echo all the poor comments about customer service. No response to emails. 3 pathetic courgette plants arrived after 6 weeks. All dead! Packed in cardboard and completely dried out. Luckily I hadn’t spent much but will never use this company again.”

Helpful Report

Posted 5 years ago

“2 Greengage trees are dead... written twice no response Victoria Plum tree ok. We are experienced gardeners. Just want courtesy of response. £100 wasted”

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Posted 5 years ago

“We ordered plants from them on the 1st April, they took my money straight away, the same day in fact, but no plants have arrived as yet. I have sent a number of emails asking where my plants are but no response at all. Such terrible customer service. So pleased was I at first to think I had found somewhere to supply my plants I recommended them to others who, like us, ordered plants from them and so far have not received anything but their money has been taken. . Shocking company. I would not recommend these people to anyone. Appalling service.”

Helpful Report

Posted 5 years ago

“I have to echo the experience of the other customers here. I made a fairly large order coming to £126 at the beginning of April, largely because the website was promising delivery times for the items I chose between 2-3 days and two weeks. Included in the order was a £50 plum tree for my husband’s birthday. Most of my items have still not arrived (Including the birthday present) and the communication from the company has been inadequate. I did not even ever receive a confirmation of the order in spite of repeated requests and so it is impossible to track anything on their website. I cancelled and requested a refund for the non received items a couple of weeks ago. Four days ago I received a refund they sent through PayPal of 92 pence!! This is obviously yet another mess up but as yet no response to the email I sent asking them to rectify. In my opinion they accepted far too many orders at the onset of the COVID episode and are clearly unable to cope.”

Helpful Report

Posted 5 years ago

“My advice would be do not use this company under any circumstances. I placed an order in march as we entered lock down understanding it may take longer for plants to be delivered due to covid. Paid over £120 and received nothing but generic emails saying they were trying to fulfill orders. I eventually cancelled my order 3 weeks ago and requested a full refund, I am still waiting.”

Helpful Report

Posted 5 years ago

“Absolutely shocking service. I shopped online for plants out of lockdown desperation, trying to overlook the blatant overpricing of items. There was a clear message on the website about possible delays to orders (a perfectly understandable message, and something that I accepted). However, what I did not anticipate was that it would be seven weeks before parts of my order would start to arrive. Of the plants that have already been delivered, they look as though they have been taken out of someone's gutter. Subsequently, I have requested a refund and have so far received...radio silence. I completely appreciate that this is an unprecedented time and lockdown has presented so many barriers to businesses. On the other hand, I have seen so many small businesses adapting to lockdown, making timely orders and striving to flourish. Please do not place orders with this company; shop locally, shop small.”

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Posted 5 years ago

“- Placed an order (great so far) - They said in advance delivery would take longer due to COVID (fair enough) - Messaged me a few weeks later saying they were going to have to review my order and possibly cancel as they can't fulfill everything due to COVID (also fair enough) - Didn't refund me (hmm...) - Emailed to say they'd refund soon (suspicious... why not do it immediately if you know you're cancelling a customer's order?) - Emailed 2 weeks later to say they still can't process the refund, but will do so within 2 more weeks (ridiculous?!) - Have since contacted my bank to see how I can get my money back Fair enough if you can't fulfill an order, but to drag out a refund for a month (and still no guarantee of getting my money back from them) is ridiculous.”

Helpful Report

Posted 5 years ago

“NEVER NEVER NEVER USE Order over six weeks ago. No personal correspondence since taking cash. No delivery. Received email today saying can't fullfill part order and are going refund part of it. I'll not hold my breath. Hope they made worthwhile use of my intresting free loan I gave them!!!!!”

Helpful Report

Posted 5 years ago

“I paid in march for 3 plants 50 quids worth... I got the order confirmation, and that is the only communication I have received.. out of the blue 1 plant arrived after a few weeks of waiting, I mailed to say only 1 of 3 received... No reply to several emails, and web contacts.. out of the he 2nd of 3 arrived... Still no explanation or communication... Still waiting to see if 3rd arrives..??!? Also visit Trust Pilot to see amount of complaints... Stay away.. do no use...!!!!”

Helpful Report

Posted 5 years ago

“I ordered some plants & large troughs well over a month ago. I feel pleased (luckier than most here) that after a couple of weeks the plants arrived & are fine. However no sign of the troughs which were worth over £160. Repeated emails get no response & no phone calls answered. This is pretty shockingly bad service. I have just raised a complaint via PayPal to try & recover my £££s.”

Helpful Report

Posted 5 years ago

Primrose is rated 1.3 based on 650 reviews