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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

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

“Avoid like the plague! - I ordered a summer house and paid for it 3 months ago - during this time I called 4 times to confirm the delivery date was still ok - I proceeded to have the concrete base built, put furniture in storage and book holidays to assemble it. I even called the week before delivery. On the day of delivery as we waited at home I called again- they said they had cancelled the order because the prices had changed. I now have a concrete base tailored to that summerhouse, furniture in storage, and prices elsewhere have gone up in the meantime. Primrose avoids any communication whatsoever, no returning of calls or emails. See attached photo base waiting for summerhouse - So far primrose had left me high and dry.”

Posted 2 years ago

Hi, I am sorry to hear about the preparations you made for the item. The supplier unfortunately did cancel the order and so we were left with no choice but to cancel for you. A supervisor will be in touch with you as soon as they can to explain in more detail. - Meredyth

Posted 2 years ago

“Plants arrived in poor condition and most have since died. Asked Customer Services - very unhelpful and refused to refund. Asked for voucher or replacements, CS didn't reply.”

Posted 2 years ago

Hi, I am sorry to hear about your experience. I have contacted you directly to request further information so I can assist. - Meredyth

Posted 2 years ago

“Placed an order and received a dispatch notice. The delivery company marked item not received two weeks later. Chase with customer service to be informed the items are sold out. So why was I informed of dispatch. I will avoid in future.”

Posted 2 years ago

Hi, I am sorry to hear about your experience. I have looked into this experience and can see my colleague has resolved this with you. - Meredyth

Posted 2 years ago

“I ordered beans and peas they arrived over a month late- if I had sown them when I ordered I would be harvesting by now. They arrived very poorly and inadequately packed, squashed and some are dead. Can’t seem to be able to upload images on this site. The delivery did not give me a time slot and came without prior announcement when I was out, and didn’t leave as instructed. Then package was left for at least 3 days in their warehouse which could account for some of the abysmal state. I am very very disappointed.”

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 resolve your issue and make up for the service you’ve had. - Meredyth

Posted 2 years ago

“I ordered a 4ft photinia the same day after recieving an email saying it's back in stock. Once arrived, two days later, it was barely 3ft. I tried to call but they like their weekends off so I emailed. Took them a week to get back to me, trying to tell me there was no such thing as a 4ft. The offer was a limited time offer (must have been three minutes) and proceeded to send me a copy of my order to prove me wrong, although height was never mentioned their end. I felt it necessary to screenshot and send over my emails and order confirmation which clearly states 4ft. I feel like they actually don't care in the slightest. Awaiting further instructions for a return.....”

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 looked into the order and can see my colleague has now resolved this for you. - Meredyth

Posted 2 years ago

“I ordered a courgette plant a number of weeks ago and it never arrived. I telephoned primrose to find out where it was, queued for over 10 mins to speak to a customer service representative and my call was dropped as I reached the front of the queue. Very frustrating! I have since emailed and I received a message saying someone would contact me in 48 hours. Once 48 hours was up I received another message to say it would be another 48 hours. This company is a scam I think. Still no item and they have taken my money. Avoid! I won’t be returning!”

Posted 2 years ago

Hi, I am sorry to hear that your order has not arrived. I have contacted you directly to assist and resolve this with you.- Meredyth

Posted 2 years ago

“Ordered tree advertised in stock and 3-5 day delivery time on 16th May. 6 weeks later still awaiting delivery. Created ticket, no reply to messages and phone line not open. As first time customer I won’t use Primrose again and recommend you stay clear.”

Posted 2 years ago

Hi, I have looked into this order and can see my colleague has contacted you to resolve this directly with you. I apologise for your experience with us. - Meredyth

Posted 2 years ago

“Order not arrived after nearly 4 weeks. Can't get through on phone. Emailed 3 times but no reply whatsoever. Very, very bad.”

Posted 2 years ago

Hi, I am sorry to hear that your order has not yet arrived. I have contacted you directly to assist and resolve this with you. - Meredyth

Posted 2 years ago

“I ordered three large black bamboo plants described as over 2m tall. I received three plants, all under 2m - one barely 4ft and two badly broken. I immediately put in a request for replacements or refund and have heard nothing from them in over 2 weeks. I’ve now put my complaint in writing and hope at least this will be acknowledged. I spent £250 with this company for three plants in poor condition and nothing like their description.”

Posted 2 years ago

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

Posted 2 years ago

“ordered tomato plants 26 days ago which makes the 5-10 day delivery a joke.Phone lines are not available ,big surprise , emails are ignored ,how companies like this stay in business is beyond me .”

Posted 2 years ago

Hi, I have looked for your email and been unable to locate it so I have instead emailed you directly to assist. In terms of our phone lines they are open from Monday to Thursday 9am to 5pm and our live chat is available as well. I apologise for any inconvenience caused. - Meredyth

Posted 2 years ago

“I spent 150 pound, on plants,I ordered on the 21st May. They were supposed to come within 7 to 10 days, they hadn't came by three weeks, so when I rang, the Asian lady said they haven't been picked you will get them end of this week or beginning of next week. They came on the Monday, I went to put them in garden the next day. Half of them were mouldy, so put them in the garden,hoping they would pick up, but they are dying. I rang to complain yet again an Asian woman, who told me to send photos,when I explained I didn't have a computer,she said without pictures I wouldn't get a refund.I couldn't understand half she said. When I asked to speak to an English speaking person I was told I was disrespectful, and rascist. Well thats a lot of money I have lost for nothing, I will never use primrose again, these plants had obviously been in the box for a while for them to go mouldy.”

Posted 2 years ago

Hi, I have looked into this with you and it has been agreed to send images via your home computer. I apologise for any problems caused by the damaged plants and our english customer service representative. - Meredyth

Posted 2 years ago

“The plants I ordered on 26.4.21. arrived unfortunately in a very poor condition. One plant has not survived at all. I eventually managed to get through on the phone but was advised to email and I would have a support user activation number. This was on 30.4.21. I received a blunt response to my email to which I replied with all the necessary information requested. I have still yet to receive any further response. I have tried on a number of occasions to get in touch by phone unfortunately it is always engaged or that option isn’t available that day. How a business can continue to operate with such poor customer service is beyond me. Save your money and shop elsewhere for your garden requirements, your garden deserves good quality merchandise.”

Posted 2 years ago

Hi, I am sorry to hear this. I have contacted you directly to assist and resolve this with you. I apologise for your experience. - Meredyth

Posted 2 years ago

“I’ve honestly never experienced worse customer service and the quality of their fence panels is extremely poor for the price. I bought 5 heavy frame willow fence panels which look great online and would be amazing in real life if built properly but sadly they aren’t. The frames don’t align properly and the willows stick out. I was prepared to accept all but one though which was delivered badly damaged. I emailed the next day and simply asked for a replacement. I have emailed 3 times, submitted a report through their portal and heard absolutely nothing in 10 days. I’m in total disbelief that any business can operate in this manner. Avoid at all costs.”

Posted 2 years ago

Hi, I am sorry to hear that it has taken us a long time to assist. I have contacted you directly to assist and resolve this with you. - Meredyth

Posted 2 years ago

“Ordered pre planted pot and basket selections in early May. Arrived this week whilst I was out with no warning of delivery. Although requested the delivery be left in a cool place, they were stacked in blazing sunshine at my front door. Needless to say the plants were severely damaged and wilted. Will not be using this company again.”

Posted 2 years ago

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

Posted 2 years ago

“Package arrived unannounced and in a badly damaged box. There was no checklist inside to check the contents with. Judging by the build instructions I suspect that contents are missing. I emailed Primrose whose automated reply said that they would respond in 2 days. 7 days later there is still no reply. I tried phoning twice but after and automated message they hung up. I never got to speak to anyone. I emailed again and am awaiting reply.”

Posted 2 years ago

Hi, I apologise for the experience you have had and how they have arrived. I have contacted you directly to assist and resolve this with you. - Meredyth

Posted 2 years ago

“After having a horrendous time trying to get plants delivered last year, which eventually only happened after I raised a PayPal dispute, I mistakenly decided to give them another go this year. More fool me. Delivery date came and went with no arrival. Primrose are *still* promising 3-7 day delivery next to many of their lines, which is downright misleading given their own admission that they can't meet this. Plants eventually were not delivered to me but instead to someone almost five miles away, who kindly drove them over to my house. About half the plug plants were snapped, dead, or rotten. 25 out of 30 from a set were not in the delivery at all. One of the potted plants was dehydrated and dead. Attempts to reach the customer service team by web chat and phone were not successful. Given this is now the second year in a row of horrendous service I've just gone straight to a partial refund request via PayPal dispute resolution. I expect at the most there will be the usual "we're sorry to hear about your experience" from one of their reps on here. The problem with this company lies not with those people, but instead at the top; their corporate culture is clearly terrible which is filtering down to the level of service provided throughout. Do *not* buy from this company. They don't deserve your money.”

Posted 2 years ago

Hi Chris, thank you for your review. I am really sorry for the experience. I have now emailed you to resolve the issue for you. Apologies for the disappointment caused. -Lily

Posted 2 years ago

“.After having to chase my order, which primrose said had been delivered,they then said they only had part of my address. When the plant arrived it was only half the size that was ordered and paid for. I am waiting for a response from customer service. Not a good first experience.”

Posted 2 years ago

Hi, I am sorry to hear that your order was smaller than normal. I have contacted you directly to request further information so I can assist. - Meredyth

Posted 2 years ago

“Ordered plants to the value of £140+. They were delivered as two separate orders as requested. Delivery of the first order the plants condition looked sickly and with not much foliage. The second order, which was identical to the first, the plants were much healthier looking with rich green foliage. I emailed Primrose pointing this out and asking for their comments. No reply received. I emailed again, no reply received Looking at the reviews I see a familiar pattern here.I don't think I will be using Primrose again and would not recommend.”

Posted 2 years ago

Hi, I am sorry to hear that you are not happy with the plants. I have contacted you directly to assist and resolve this with you. - Meredyth

Posted 2 years ago

“Had ordered earlier this year, did not receive order after given date, when finally able to contact Customer Services I was given a pot load of excuses & promised another delivery date which passed without a delivery, in total 7 weeks for a 2 week delivery date at which point I requested a refund, this was denied!. Customer Service is absolutely terrible, rude & ill informed when the plants finally arrived 5 out of the 9 were dead, I certainly would not recommend or use Primrose again.”

Posted 2 years ago

Hi, I have contacted you directly to assist as I cannot locate your open order with us. I apologise for any inconvenience caused by these plants. - Meredyth

Posted 2 years ago

“If you must shop with them online, do so using PayPal. Only received half my order and were unable to get in contact with them. Had to open a dispute via PayPal to resolve the matter.”

Posted 2 years ago

Hi Jonny, thank you for your review. I am sorry to hear you have not received your complete order and you could not reach us. Apologies for the inconvenience caused. -Lily

Posted 2 years ago

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Primrose is rated 1.3 based on 644 reviews