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Primrose Reviews

1.3 Rating 644 Reviews

6 %

of reviewers recommend Primrose

Company Reviews

1.3

Based on 644 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

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

“I ordered a tree 22.3.2021, I was informed it would be delivered within 15 working days. After 15 days I chased my order to be told it would be with me this week and would definitely be fulfilling my order . After not hearing from Primrose I chased again to be told it is out of stock. I have asked for a refund and surprise surprise they have gone quiet. Avoid this company at all costs! I was then contacted by the company a few days after this review asking me to change it as they dealt with my issue. Laughable, the review is staying as it is, very poor like this company. Sheer cheek!”

Posted 3 years ago

Hi, I have looked into this order and can see that my colleague refunded the order for you. I have contacted you via email to confirm this. I apologise for any inconvenience caused.- Meredyth

Posted 3 years ago

“Shocking service. Waiting and getting charged to ring them. Told delivery 14days then informed after 4 weeks delivery would be 4 to 8 weeks. They never contacted me at all and I had to do all the chasing. Have asked for full refund to be told this will take working days. Funny that when they took the money they took it instantly. Will never order from them again. Ended up with an extra £6 on my phone bill just ringing them. J hansen”

Posted 3 years ago

Hi, I have contacted you in order to confirm that I am investigating and cancelling this with the supplier for you. I apologise for any inconvenience caused. - Meredyth

Posted 3 years ago

“They consistently sell out of stock items. They do not send any updates to the customer on orders. When you check in weeks later it takes 1-2 hours on hold to get through. Then they tell you it is out of stock. I order 3 items and waited 1 month. I called them and they said it was coming. I called again and they said all 3 items were out of stock and could "request a refund". The customer service is as bad as it gets. This is a consistent issue if you look at other reviews. DO NOT ORDER FROM THEM!”

Posted 3 years ago

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

Posted 3 years ago

“Trying to find out the latest on my order that was placed 2 weeks ago by email and a ridiculous customer service queue and no response. Avoid Avoid Avoid! I want to cancel and a full refund”

Posted 3 years ago

Hi, I have looked into the order and can see that my colleague requested a refund for you. I apologise for the inconvenience caused. - Meredyth

Posted 3 years ago

“Quick to take your money and then deathly silent when they have it. I ordered a tree for my mum, quoted as 3-5 working day delivery. After 9 working days of nothing I got in touch over the web which they ignored for over a week. At the 14 working day mark I called them, spent over an hour on hold, only to be told they had no stock and someone was ‘going to call me to offer a cancellation’ . I think they have 1 person on the phones considering I spent over an hour in a queue of 13! Avoid!!”

Posted 3 years ago

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

Posted 3 years ago

“I don't usually write reviews, but I felt that I must. I ordered some black currant bushes from Primrose and then read the awful reviews and thought I had wasted my money, BUT I NEED NOT HAVE WORRIED. My healthy plants arrived well packaged and undamaged in a sturdy box. I am very happy with the plants and will use Primrose again.”

Posted 3 years ago

Hi, I am very happy to hear that we could provide a great experience for you and that you are enjoying the plants. - Meredyth

Posted 3 years ago

“They are charlatans. I paid £182 online for a cherry tree that looked available with delivery in 10-15 days. When it did not appear 4 weeks later I rang them and, after 40 min on hold I was told that they do not have the product and had the nerve to ask if I wanted the money back. They did not ask if I wanted to wait for the tree to be available or alternative, only if I wanted my money back! There had been no communication until then to tell me that the tree was not available. They just wanted to keep the money. I asked to speak to a manager to complain about it and was told they someone will call me. Unsurprisingly no-one has.”

Posted 3 years ago

Hi, I have looked into the order and can see that my colleague has responded through Trustpilot to assist and resolve this with you. I am sorry to hear that the experience has not been a good one. - Meredyth

Posted 3 years ago

“I have waited almost one month for two plants,no updates on delivery or returned call. Very poor in my opinion, will not be ordering from them every again.”

Posted 3 years ago

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

Posted 3 years ago

“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”

Posted 3 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 3 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.”

Posted 3 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 3 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.”

Posted 3 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 3 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.”

Posted 3 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 3 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!”

Posted 3 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 3 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.”

Posted 3 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 3 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”

Posted 3 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 3 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”

Posted 3 years ago

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

Posted 3 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!”

Posted 3 years ago

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

Posted 3 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”

Posted 3 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 3 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!”

Posted 3 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 3 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”

Posted 3 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 3 years ago

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Primrose is rated 1.3 based on 644 reviews