Primrose Reviews

Name: Primrose
Rating: 1.29

1.3 Rating 656 Reviews

6 %

of reviewers recommend Primrose

Company Reviews

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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

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Primrose 5 star review on 26th June 2020

Gillian

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Order placed 27/3 (5017464), payment taken same day. Email from Dean Hart, Customer Service to say items despatched 17/4. Only part order received - solar lights, delivered 20/4. Garden furniture (£269.99) still outstanding. Customer Service abysmal, no reply to emails & unable to track order. Have asked for refund on outstanding item but have heard nothing. Would never use this company again”

Helpful Report

Posted 6 years ago

“I spent £350 ordering 7 items and received only one. They have turned off their phones and have not answered any emails I have sent them. I will now have to get my money back from my credit card. They really are a disgrace. Save your money or buy locally because this company does not deserve your business.”

Helpful Report

Posted 6 years ago

“I placed an order on the 28th March Order No 5024307 for £124.85 I waited for weeks. It is morally wrong to take the money when they must have been aware at some point they could not meet the demand. I eventually got my plants and soil from another supplier. I have only received electronic “we are busy emails” in response. I cancelled my order by email on 19th April. I tried to call numerous times. I am still waiting for a refund. I have opened a complaint with PayPal and will be asking my credit card company to refund the money. I am so stressed by all of this. Primrose if you have enough staff to reply to these complaints perhaps you can do me a quick refund. Zita”

Helpful Report

Posted 6 years ago

“Terrible company! Placed an order (£125) over a month ago. They stated the delivery time would be 1-2 weeks. Only one item has arrived so far. I have sent a number of emails to request an update on my order, but received no responses. They have turned off their phonelines so you can’t speak to anyone. Avoid this company! There are plenty of other reputable garden suppliers out there.”

Helpful Report

Posted 6 years ago

“Order placed on the 4/4/20. Since then I have called Primrose repeatedly with no answer as their phone lines are switched off. I have also emailed twice; the first on the 10/4/20, and the second yesterday 27/4/20 with no reply to either email and no update on my purchase. I have no idea if or when my item will be delivered, and so I want to cancel my order and get a full refund, so started proceedings with PayPal. Their service is not just terrible, its non existent. I appreciate COVID-19 is having an effect on many businesses, but most have more contact with their customers, not less. Its shocking. I ordered the same tree from Amazon; roughly the same price and free shipping; ordered, dispatched and delivered within 5 days (not working days, days days). AVOID PRIMROSE!!!!!!!”

Helpful Report

Posted 6 years ago

“Ive sent 3 emails regarding the order placed on the 2nd of April. Still didn’t receive any answer back whatsoever. Tried to cancel my order, still nothing. I’m working as a warehouse administrator and we have like 60k orders to process, yet we answering every single email about customers orders,at least to let them know the status of their order. Yeah,it’s busy,but at least have a little bit of respect to the customers and let them know what’s happening with the products they ordered and PAID for. Do not order from them,customer service is literally non existent”

Helpful Report

Posted 6 years ago

“Do not buy from this company even when you get your product. Delivery driver just dumped it at my door so I could not check it. If I could have I would have refused delivery! I ordered a 7ft cherry blossom and got a 5ft branch with some leaves on! Terrible service and quality. AVOID!!”

Helpful Report

Posted 6 years ago

“I’m sorry that some companies are struggling through either lack of business or too much business at this time but please be advised not to order from them. I placed an order before lock down, paid in full and Was advised some items wouldn’t be in stock for a week. Now almost 6 weeks on I am yet to receive the order. Phone lines are switched off and 4 emails have not even been replied to- the last 2 asking for cancel my order. Can’t understand why vegetable seeds take so long to get out to someone!! There are a number of ppl struggling for work at this time why don’t you take on some extra staff to allow you to communicate Better and save customer frustration. Such a shame. Wish I’d seen these review before.”

Helpful Report

Posted 6 years ago

“This company took my plant order-at the time they said delivery would be 3-5 days. They then changed it to 7-10 days. It's now three weeks-Impossible to contact them via email or phone. Fortunately I paid though paypal so I've contacted them through paypal's resolution centre. Hopefully they will issue me with a refund. I have ordered plants from other companies during this pandemic, and it's all gone very smoothly-So no excuse for their lousy performance! One star is one too many”

Helpful Report

Posted 6 years ago

“Order not complete, can't get in touch, emails don't work on the website and no phone contact possible, order delivery is now a month late. 5057671”

Helpful Report

Posted 6 years ago

“Ordered a water feature end of March, nearly £400 worth. Money taken out on April 2nd . It is now 26th April ,no water feature and no response to emails or phone calls. Avoid at all costs.”

Helpful Report

Posted 6 years ago

“Primrose take your money and you don’t get your order, DO NOT use these people.”

Helpful Report

Posted 6 years ago

“Ordered a water feature which arrived with the base smashed. The water which recirculates sits in the base so its unusable. Their phone lines have been closed due to "Staff working from home" (we are in 2020 - you can't divert your phone lines- really?) They advise to email or there's a contact us facility on their website. I used both and didn't get a response to either. I looked at their reviews and many people were getting a response on there. Every response was a generic one, with just the name and product changed. This cost me over £200 and Primrose have made themselves unavailable and are using Covid19 as their excuse to take money from customers and provide goods not fit for purpose or not supply them at all. I have taken this up with my credit card company now to dispute the transaction. I WILL GET MY MONEY BACK PRIMROSE!! How do you people sleep at night? The bit of comfort I take from reading these reviews is that you will probably go bust and cease trading soon. Hopefully this will mean you cannot scam anyone else in the future.”

Helpful Report

Posted 6 years ago

“No order delivered even though they said it would be 3 to 5 days, even through covid 19. No responses to many emails and requests to cancel and refund but there is one system working... they take your money immediately, in my case £480 ...they are looking increasingly like scammers. As of today the website is still listing the item I bought as free delivery in 3 to 5 days,which is not the case at all. I would strongly advise not to use this company. If I could give a zero rating I would. Update_still no response to emails, no delivery and no refund however a newsletter came to my inbox. They claim to have reduced the number of available items on the website but I notice that all the high value items are still ‘available’... Order at your peril!”

Helpful Report

Posted 6 years ago

“I ordered 16 March paid £53.95. after many emails i recieved contactless delivery one small box of seed potatoes 9 potatoe seeds, nothing else they are not responding I have not recieved the rest of my order beware folks !”

Helpful Report

Posted 6 years ago

“Buyer Beware! Primrose take payment immediately, cannot say the same re their delivery! No response to emails. Track your order - a joke! I eventually received some of my plants. Bell rang, did not see the delivery person as they had disappeared. (Probably from embarrassment at what they had delivered.) Goods left on the doorstep. Very, very disappointing. Only suitable for planting in Lilliput - i.e. plants are minuscule - the size of my thumbnail. For that they charged £17. Unfortunately I had bought 3 lots! It is daylight robbery. Bought 10 times the size for 6 plug plants in Morrisons for £2! DO NOT use this company. They are using Covid-19 as an excuse for bad service, poor product and to make a ‘fast buck’. They seem out of their depth. Gardeners have very long memories. Covid-19 will pass. Hopefully when it does, this company will no longer be able to ‘rip you... sorry ‘trade’.”

Helpful Report

Posted 6 years ago

“I appreciate things are difficult with deliveries at the moment but having an order outstanding since the 22nd March is unacceptable. I have sent several emails even today received a newsletter saying deliveries are a maximum 2-3 weeks mine is heading for 5 weeks!!!”

Helpful Report

Posted 6 years ago

“I made an order on the 25th March. Amidst the whole Covid19 situation, understandably there was a delay. They came on the 6th April. The plants had been in transit since the 31st march as indicated on the postal stamp. The other two items i ordered have not been delivered. They do not respond to emails! The call wait is ALWAYS over 30 minutes. They refuse to accept responsibility foe r sending dead plants and refuse to refund. DO NOT BUY PLANTS HERE! Support your local garden centre if you can.”

Helpful Report

Posted 6 years ago

“Missing Item, and cannot reach anyone for a response”

Helpful Report

Posted 6 years ago

“Shockingly bad! I would have left a review on their website, however they seem to have removed the option with the service they use - Feefo, although still show positive reviews only! I ordered a 5ft bare-root tree back in February. I understand what bare-root means and what I should have received. It was a birthday present for my mother and she has been very upset at what arrived and the shocking customer service from Primrose. We received basically a 2ft twig - not 5ft and certainly no hint of any roots. It is just a single twig! Can't believe that for £30! I contacted their customer services and complained that this was not as ordered or acceptable. They said my only option was to package the item and ship it at my cost back to them. We deceived to wait and see if it grew at all. It's been six weeks in compost now and not a single bud or sign of life, nothing. Contacted them again and they still say I have to pay. I'm now having to escalate with my credit card company and will also report them to trading standards.”

Helpful Report

Posted 6 years ago

Primrose is rated 1.3 based on 656 reviews