Primrose Reviews

Name: Primrose
Rating: 1.27

1.3 Rating 643 Reviews

6 %

of reviewers recommend Primrose

Company Reviews

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Metrics

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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Primrose 5 star review on 26th June 2020

Gillian

Anonymous

Anonymous // 01/01/2019

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

“Obviously had a change in management... Having used primrose over 10 times, they have been absolutely brilliant every time. However, recently its been atrocious. Bring the old management back whoever taken over is abysmal.”

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Posted 3 years ago

“Shame whats happened to this company. Obviously had a change in management and I say bring the old management back! Used primrose over 10 times in 5 years and they've been amazing until recently which is deeply sad. Moving on.”

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Posted 3 years ago

“Avoid, avoid, avoid, do not go near this company, they are totally dreadful! I placed my order with them on the 27th March 2020 and am still awaiting my plants! You can not telephone them and only receive automated responses to emails, of which I have sent many and to various email addresses. I have requested a refund, but again no response to this either. The company is a total rip off, takes your money but delivers nothing. I feel like a complete idiot for using them and have certainly learnt a lesson. Do not touch them with a barge pool. Wish I had given the money to charity. Customer service is non existent and you have no way of finding anything out. TERRIBLE, AWFUL company and what makes it worse is that they are still trading and will no doubt continue to catch out more unsuspecting individuals. Will never ever purchase plants online again.”

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Posted 3 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.”

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Posted 3 years ago

“Oh my I thought it was just me the company is using the virus as an excuse to treat there customers bad . They kept taking orders even though they couldn’t deliver. Birthday present order for April still not got shame on you”

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Posted 4 years ago

“Rose looks a bit battered,took 6 days from dispatch to delivery!!!DPD rubbish,could even get in touch with primrose,tried 3times and waited 25 mins each time and no answer. I wanted it for a sympathy gift, so very dissatisfied how long it took to arrive!!”

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Posted 5 years 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

“Wasn’t impressed at all with customer service , received a damaged item contacted primrose straight away, but after 5 days of calling speaking to different people and 4 emails I finally got someone to actually listen to me , arranged a uplift to return item for today but to be honest won’t hold my breath, I know have to wait until item is returned to primrose before I get a refund so all in I will be lucky to get refund at end of week for something that wasn’t my fault item wasn’t cheep , can’t complain about time for delivery but certainly would not give any stars for customers service”

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Posted 1 year ago

Hi, I'm really sorry for the disappointment your latest order with Primrose has caused you. In order to resolve the issue for you and improve your experience with us, I’ve now emailed you to assist you further. - Meredyth

Posted 1 year ago

“Very poor experience all round. Ordered two plants which took far long than expected to be despatched. One of which never arrived as they were unable to fulfil the order. The other plant arrived in extremely poor condition. When I complained, I was told it had become stressed due to transit (their exact modus operandi) and that “it wasn’t dead”. They continued to drag their heels before finally begrudgingly offering a 20% refund. Would not recommend.”

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Posted 2 years ago

Hi, I’m really sorry for the experience you’ve had with us and I can understand your frustration. I’ve sent you an email to hopefully help resolve your issue and make up for the service you’ve had. - Meredyth

Posted 2 years ago

“Ordered £80 of ornamental trees being a 2ft Acer and a 4ft Fuji cherry. The Acer was barely 1ft and the cherry 2ft. I was very disappointed that what arrives is way shorter than is described. I wouldn't have paid £30 let alone more than ,£80. Will never buy from them again.”

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Posted 2 years ago

Hi, I apologise for the distress that this must have caused you. I am investigating your order and will contact you as soon as I am able to resolve this with you.- Meredyth

Posted 2 years ago

“Hi I recieved my miricle gro compost but I have not recieved my petunia bedding plants I have sent 2 email messages to you and you have not replied I have been locked of my account”

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Posted 2 years ago

Hi, I have checked into this order and can see it has now been delivered. I have contacted you via email to confirm this. I apologise for any inconvenience caused. - Meredyth

Posted 2 years ago

“I have found Primrose to be excellent as long as there is no problem BUT, when I had a problem with only part of my order being delivered they simply did not want to know. Very disappointing as I had such a good opinion of this company prior to this. Despite many many emails I am still waiting for the undelivered part of my order. It is now a month overdue.”

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Posted 3 years ago

“Ordered a solar powered fountain. First of all I received an email advising that delivery would be delayed due to the Corona Virus, with no information regarding a new delivery date. With no response to an Email I raised a dispute with Paypal requesting a refund. The fountain arrived a few days later but missing the pump. I advised primrose by email and got an automated response. (They are not contactable by 'phone). After a further 12 days with no word I raised another email and got another automated response. As of today I have received neither a response or a pump. The fountain looks OK hence the two stars but the customer service is non-existent. No I would not buy from them again, Primrose are a trading name for Meika ltd.”

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Posted 3 years ago

“Expensive products and do not live up to expectation's. Ordered plants which turned out to be tiny. Found the same plants for a 1/3 of the price and much bigger at a local plant shop Way too much packaging with all items received. Would have returned absolutely everything but had already paid for deliver and all return are at own cost. Will never buy from this company again. Lesson learned.”

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Posted 4 years ago

“I ORDERED A HADLEIGH 4 CHAIR GARDEN FURNITURE WHICH ARRIVED ON TIME HOWEVER FOUR OF THE CHAIR LEGS WERE MISSING, WHICH DOESNT SAY MUCH FOR THE PACKERS OF THE PRODUCT OR THOSE THAT CHECK, I PHONED IMMEDIATELY AND AFTER MUCH DITHERING WAS TOLD THE CHAIRS WILL COLLECTED ON FRIDAY 19TH JULY 2019, AND A REPLACEMENT THE FOLLOWING WEEK, WHY NOT TOGETHER ??? IT WILL BE INTERESTING TO SEE WHAT HAPPENS NEXT.... DATED 16TH JULY 2019.”

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Posted 4 years ago

“I ordered lawn edging on the 11/05/2019. Listed as in stock. 2/4 days delivery. Order acknowledgement sent. After 6 days not advised of dispatch. Unable to track. Sent 37 minutes on phone waiting for answer. Informed that they were out of stock. Due in next day but then still had to wait 3/4 working days for dispatch..no priority given to back orders. It's not their systems that need attention.. it's their warehouse and dispatch that needs an overhaul..very poor service. Like a fool I went ahead on the 16/05/2019 and ordered a birdbath for my aunt's 99th birthday. In stock but still no advice of dispatch. But web page still says 3/4 days delivery.. absolute rubbish. This will be my last orders with Primrose..”

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Posted 4 years 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 8 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 9 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 10 months ago

“Ordered item nearly a week ago paid for next day delivery…. still no item”

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Posted 11 months ago

Primrose is rated 1.3 based on 643 reviews