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

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

“Fraudulant company taken money 2 weeks later no contact ignore emails and wont answer phone. Now going through credit card company to get money back”

Helpful Report

Posted 5 years ago

Hi, I have looked into the order and can see that my colleague sent you an email about your order to let you know when it would arrive. We have also cancelled the order and refunded as requested. I apologise for any inconvenience caused. - Meredyth

Posted 5 years ago

“Avoid at All Costs – Do not believe 30-day Money back Guarantee. My partner ordered a 2-seater Marie Antionette swing that was delivered at the beginning of July. We didn’t realise the swing was damaged until it was taken of the pallet. The truck driver actually asked me to help him unload the swing from his truck as he was afraid that it would topple over due to the way it was packaged. The seat was damaged in 2 places due to the way it was placed on the pallet. Three of the 8 holes on the back beam did not aligned with the pre-drilled holes. The overhead beam from which the swing hangs from, had a split in it. My partner informed primrose the very same day and emailed pictures of the damaged parts. The emailed was acknowledged fairly quickly and they said that they would get to us. Despite a number of emails to primrose. We are now in mid-September and not any further forward, since our original contact. We have not received our money back as they promised on their website nor has the item been picked up as they advised. There is a deafening silence from Primrose. I would not buy from them again and I advise that other do not either. Their customer service and money back guarantee is non-existent.”

Helpful Report

Posted 5 years ago

Hi, I am currently investigating into this order and will resolve this for you. I apologise for any inconvenience caused by this experience. - Meredyth

Posted 5 years ago

“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.”

Helpful Report

Posted 5 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.”

Helpful Report

Posted 5 years ago

“We ordered three pots from primrose and waited months for them to arrive, after several emails and phone calls to a number that was only for trade customers I finally managed to speak to someone who said he would pass a message on, not acceptable service as the money is taken right away and you have no option to cancel your order. This company needs looking into as my guess is they advertise the products in stock but don't actually have them and this is what the problem is. Shame as when thry do arrive they are good quality.”

Helpful Report

Posted 5 years ago

“Having written to primrose three times with customer service references since the beginning of May, CS codes 909716, 927396, 990192, and having tried to contact them endlessly and received assurances that they were working hard to plough through their back dated customer service issues, including my own, all because of Covid, (and not because of greed) was believable initially, but not anymore! The sincere video message from their Managing Director stating they would deal with everyone and put right their problems was a pile of untruths. I can safely say that having been waiting on two roles of cane fencing since the 5 May they do not keep their word, but they will keep your money!! I am currently on hold to customer service, 20 minutes and moved 3 places, another 12 to go! Only the unwise would trust them. Truly useless, Covid ruthless, buyer beware!!!”

Helpful Report

Posted 5 years ago

“I ordered a garden clock back in May, within a couple of days I had confirmation of my order and that it had been despatched, money taken out off my credit card. After a couple of weeks I tried to contact this company as the item had not been delivered, I attempted to contact them on numberous occasions both by leaving telephone messages and email, I did not receive any reply, I even contacted their alledged courier who confirmed that they had no such delivery. It has taken me until October to finally get me money credited to my credit card account. I cannot understand as others how this company has such high credit ratings unless they have their staff full time writing glowing reports. I would not recommend this company to anyone, AVOID”

Helpful Report

Posted 6 years ago

“Again as others - do not use this company. They keep promising deliveries but never happens. Keep getting through to customer service but then mysteriously keep getting cut off.”

Helpful Report

Posted 6 years ago

“Do not use this company. They take your money but do not inform you that items are out of stock unless you chase it up. Not hopefull of receiving money back so will have to take legal action. Customer service is like a pack of tin dogs. Inept and rude.”

Helpful Report

Posted 6 years ago

“Ordered a water feature which never arrived and no answers to my emails. Just repeat generic emails from them saying my order is being worked on. Seems like I have been scammed.”

Helpful Report

Posted 6 years ago

“They delivered an order on the 24th of August, which to be fair, was only a day late on express delivery. However, one of the pots was completely destroyed. Asked for a replacement on the 25th and all I've had is the same series of stupidly infuriating emails most reviewers appear to have received. It is now the 25th of September and even the stupid emails have dried up. This leads me to question whether primrose are a viable company, which is trading unsafely - something I intend to follow up. Meanwhile, i would say to anyone contemplating doing business with them DON'T UNDER ANY CIRCUMSTANCES! They are an absolute disgrace and a real business danger.”

Helpful Report

Posted 6 years ago

“Ordered plants at end of March which never turned up. Patiently waited due to COVID but have now emailed them 4 times asking for a refund and have received no response and there’s no other way to contact them. Previously ordered with no issues, but their lack of customer service has lost them another customer ....”

Helpful Report

Posted 6 years ago

“I have ordered several plants from Primrose and have been waiting now for delivery for an unacceptable length of time. This company just sends meaningless updates stating that they are working on it!! Just to fob you off. They never answer your enquiries specifically, they just send out a standard response, which is infuriating and disrespectful to their customers. Never again will I order anything from this disgraceful company who are quick to take payment for goods that they have no intention of delivering in a timely manner. Their customer service is non existent.”

Helpful Report

Posted 6 years ago

“How does this company have glowing reviews on its own site but not on any independent review sites, hmm, I wonder! This company doesn't believe in answering its emails. I emailed twice about an order that had stated alongside its picture it would be with me within two weeks was totally ignored both times. I didn't receive my order until at least two months later. Stupidly I gave them the benefit of the doubt because my order was at the start of lockdown. Seeing how all other companies are able to send orders out within days I took the chance to order something recently which had delivery time alongside the picture on the site stating 3/5 days, again I'm waiting 12 days later. I've noticed that as soon as your order is confirmed they change the goalposts and put out their statement that there will be delays due to Covid. Shame they don't put that before payment. Giving people a chance to order from the more reputable companies out there. This is the worse company I have ever used and they definitely won't be getting anymore chances or money from me.”

Helpful Report

Posted 6 years ago

“Wish I had read these reviews before I made an order. Contacted them several times and was assured the product was on its way. Never turned up. I just hope they give me the refund they've promised. Useless.”

Helpful Report

Posted 6 years ago

“Whats happened Primrose, Purchased stuff over a few years never a problem, Placed order a few weeks back, Tuffnells emailed to confirm they had delivered item, oddly the same day primrose confirmed item despatched from them, But I had nothing, No delivery, No item, Left it a few more days, incase cross over on communication with tuffnells and primrose, Still no item, Thought it best to phone primrose, 18th in que, Came to my turn, hung up, This happened three times, Thought phone to order a item, Well sure enough a answer, Explained situation, Have to say person on phone very pleasant Could not explain were my order was, Asked for refund, And to be fair 3 days latter they did refund, Its such a shame used to be a very good company, Difficult times granted, However I do think they maybe trying to fulfil orders when they don't have the product in store,”

Helpful Report

Posted 6 years ago

“absolutely unacceptable way to treat customers. last year bought half cassette electric awning. Very soon the valance had slits from contact with the front lugs on the awning. Called Primrose who said non replacement available until January. January came and went. Was told will be April. April went. Told will be May. May came and went. have tried so many times to get responses from Primrose. Latest reply was told November. Amazingly after I wrote to complain again and suggested that if the exact colour is no longer available they could send a new canopy and valance to show goodwill. Got a snotty reply to say they do not award compensation and that I could be refunded the price of the valance. So I could buy a new valance that would be a contrast to the now 2 years old awning cloth. So be warned, there is no F in customer services at Primrose.”

Helpful Report

Posted 6 years ago

“Terrible, in fact WORSE than terrible. Customer service is shockingly bad, no communication despite repeated attempts for updates on our orders. And it wasn't a one off as my wife and I tried 3 different orders (thinking we just had an unlucky experience the first time) but each time the experience was beyond woeful. Our last order we're still waiting for 3 months on and Primrose's Customer Service team have failed to respond to 5 attempts to get an update. Refunds are hilarious - they refunded part of our first order 2 months after placing it with a made up number! Feels like this is a joke of a company who are happy to take your money and then do nothing, just sit on your cash for months. Truly shocking bad service in this day and age. As online retailers ourselves there is no way we'd still be in business if we traded the way Primrose does. And using Covid as an excuse for terrible service, failed deliveries and no comms is just not acceptable. Avoid Primrose at all costs.”

Helpful Report

Posted 6 years ago

“I ordered 10 items on 01.04.2020, and 5 months later I still have not received all the items. I have sent a couple of emails to Primrose, but they never answered back. There is no phone number to call them. STEER CLEAR OF THIS COMPANY.”

Helpful Report

Posted 6 years ago

“I purchased a garden elephant which was damaged on arrival asked them to take it back and I wanted a refund and also I did a duplicate order by mistake and needed a refund for that .I have sent registered lettered to them and numerous emails only to be ignored so it looks like I have lost over £300.Do not buy from this company”

Helpful Report

Posted 6 years ago

Primrose is rated 1.3 based on 656 reviews