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Primrose Reviews

1.3 Rating 643 Reviews

6 %

of reviewers recommend Primrose

Company Reviews

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

Anonymous

Anonymous // 01/01/2019

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

“Ordered 4 plants on 18 March 2022. On the 25th March I rang to be told by Maxine it would be with me soon. Two days later I rang again - Nabila said sorry package damaged it transit so I will have to wait for more to be sent. I rang again 30th March - Saran told me yes plants will be with you today. I rang again this morning 31st March as I had no email/text to be told by Portia plants damaged in transit so will have to wait until sometime next week. I asked to speak to a manager .. eventually told both Sadi and Katie were in a meeting but will ring me within 24 hours. Words fail me - no way to run a business. I'll wait for their call”

Posted 2 years 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 2 years ago

“Ordered a gift for mothers day 7 days ahead of time, 5 working days. It stated it was shipped a day after the order was placed and product handed to courier. Item did not turn up. I contacted Primose a week later to query where it was and they advised the plant was in a bad condition so did not send out and have no stock left. Then stated they will send it when new stock arrives. No communication to advise me this was the case ahead of time, it took me contacting them to chase the order to find this out. I have asked for a full refund, which was not offered as a solution as I don't want to wait for stock, whenever that may be!”

Posted 2 years ago

Hi, I am very sorry to hear about your experience. I have looked into the order and can see a full refund was requested for you and was issued to the payment method used. I apologise for the disappointment caused. - Meredyth

Posted 2 years ago

“Placed and order online and paid close to £50 for a peach tree with a stated delivery time of 2-4 days. Other than a confirmation email on the day of payment I didn’t receive any further correspondence. The tree was purchased as a present for Mother’s Day which was the following Sunday. With a 2-4 day delivery time you would assume that would be sufficient time for it to arrive. So, decided to ring them to be told “oh it’s with the courier”. When asked for the tracking number they were unable to provide one but simply said it’s DX. Anyone who knows DX will know EVERYTHING gets a tracking number IF they have it. I then get a reply to an email from another so called customer services rep who said due to a delay with their suppliers the best they could do is estimate delivery early next week. I.d after Mother’s Day. No apology about why they didn’t get in touch sooner to say there was a delay. Nothing but a sham company who, it would seem, simply take orders and then try and fulfil some of them with other suppliers. Just so we can be 100% without doubt who you are dealing with (and they come in a number of guises and company names) but if you do a companies house search for Mark Pearson (so called CEO) or Meika Ltd you will see who’s involved in this sham together with other trading names which you may wish to avoid. I get things sometimes go wrong, but having rubbish customer service processes is simply down to bad management.”

Posted 2 years ago

Hi, I’m really sorry for the experience you’ve had with us and I can understand your frustration. I can see my colleague has contacted you to resolve this with you directly. - Meredyth

Posted 2 years ago

“Please please please please do not use this company!!! The customer service and products are awful! If I could have given it no stars, that would have been my preference rather than 1 star. We are currently having our garden landscaped and my wife wanted a water feature which we purchased from Primrose. Unfortunately that arrived broken so we had to send it back but we were not able to get a replacement or a refund until the goods had been returned. Took the day off for the courier (as they do not specify a time) and no one turned up or contacted me that they were not coming due to an accident on the M6. I was only made aware of the situation after I got in touch with customer service (over 24 hours to reply). Asked for compensation as either me or my wife will need to take another day off but so far that has been ignored! Whilst all this is going on, my wife decided to order another water feature from Primrose for next day delivery as the landscape gardener was getting fed up with the delays. The water feature arrived but it was badly scratched and not acceptable considering the amount we were paying to landscape the garden and also for the water feature. Anyway the wonderful customer service asked if we would accept it if they gave us a discount?????? To be honest with hindsight this was probably the better option! Eventually the replacement water feature arrived but this time it was more scratched than the original one. Anyway we have run out of time and the landscape gardener had to install the better of the two water features. My wife is so upset and we have yet to get all the sub standard/broken water features that are pilling high in our living room floor collected and then refunded. The pleasure of dealing with Primrose continues and you have all been warned!”

Posted 2 years ago

Hi, I am really sorry to hear about your experiences with us. I have looked into the two orders and can see that the first damaged item was refunded and the second order the replacement was accepted with a discount. I apologise for any disappointment caused and am glad we could resolve this for you. - Meredyth

Posted 2 years ago

“Really wish I had read the reviews before ordering. I Watson given a 10% discount code, applied it but no discount given. Worse, when I emailed so-called customer services I got a reply that it only applied to orders over £100. YES, if the person had bothered to check I had spent £109 plus delivery. Really what is the point?! Have just sent another email …”

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

“I ordered a selection of fruit trees to be delivered to my brother for his birthday. I received notification of my order on 7th March and was told delivery would be made in 2 to 4 days. On his birthday on 15th March I discovered that no delivery had been made and, on calling Primrose, was told the trees still hadn't been dug out of the field. They offered no apology and explained I'd have to wait 4 working days for my refund. This is a company that should be avoided at all costs. BEWARE! DO NOT ORDER FROM PRIMROSE!”

Posted 2 years ago

Hi, I apologise for the experience you have had. We have done our best to resolve this satisfactorily for you and I am sorry to hear this was not possible on this occasion. The full refund has been made for you and should appear shortly if not already. - Meredyth

Posted 2 years ago

“I feel totally let down by this company. I ordered a tree online to give as an 80th birthday gift. It states on the website that delivery is 2-4 working days. After 4 working days I called to chase and was told to expect delivery the next day. When I asked if this was definite I was told yes. The next day there was no delivery so I called again and was told delivery would be the following week. Although offered a refund I have been left with the stress of now having to source a gift of a specific tree in 24 hours. Impossible! Very disappointed in the service.”

Posted 2 years ago

Hi, I have looked into your order and can see it was delivered a day after expected. I apologise for the disappointment this caused. I have emailed you directly to assist and resolve this with you. - Meredyth

Posted 2 years ago

“I ordered three hazel hurdles. The delivery driver unfortunately damaged the first of these on offloading which I witnessed. Primrose agreed a £30 refund to the order but I am still waiting. Of the three hurdles the other two were built very different from the first, they had huge gaps in between the hazel and frankly would not have lasted. The delivery driver agreed that they looked very different and were light weight by comparison. I did not accept these two hurdles as I was concerned they were not of the normal quality. I am still awaiting a refund for these two hurdles which were not unloaded to me and rejected whilst in the care of the courier. Photos taken and signed with the courier. Please Primrose, uphold your customer service and process refunds efficiently.”

Posted 2 years 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. - Monica

Posted 2 years ago

“I ordered plants from the Primrose website and was sent an email saying they were on the way. A couple of days later I chased as plants hadn't been delivered and was told they couldn't find my order details (I had sent them THEIR email to me with order details) and, despite not finding my details, was informed my order had been fulfilled by Amazon so take up any problems with Amazon. This has nothing to do with Amazon! Didn't order through, pay or have reference number for Amazon so how could I possibly take up with Amazon? Don't even have Amazon account! Livid so now claiming through Paypal to get money back. DO NOT USE THIS COMPANY. Note the website doesn't allow for reviews. No wonder.”

Posted 2 years ago

Hi, I truly apologise for the experience you have had. You were served by a new colleague on the team who has made a mistake in their advice. I have contacted you directly to clear this up and assist with your order. - Meredyth

Posted 2 years ago

“Ordered a cat repeller. Got a confirmation email, then heard nothing for two weeks. Reached out to them about the status of my order, no response. Reached out two more times to cancel order, service tickets issued but no response. Very discouraging, like they're all on vacation or something.”

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 a tree last Monday as a birthday present for a friend , never appeared - chased up several times as my friend was going on holiday so I wanted the tree to arrive as promised within 2-4 days. To date no reply from customer service - ( order 2000013587) Dreadful service , no accountability , contact centre seems overwhelmed and just an answerphone - DO NOT TRUST THIS COMPANY”

Posted 2 years ago

Hi, 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. - Monica

Posted 2 years ago

“It says in RED on your website that if you order over £100 in January you will not be charged for delivery. So I rang and ordered 2 pots cost £125.98 and was told this amount would be taken from my Debit card only to find the next day that I had been charged £165.97. I rang and spoke to Aaron he sent me an email assuring me I would be re-imbused £39.99 the delivery charge but this has not happened. You have stolen my money PLEASE credit my account with £39.99.”

Posted 2 years ago

Hi, I have looked into the order and can see that the refund was requested for you yesterday. It will be issued to the card / account used to pay for the goods. This normally takes 2-8 working days to complete and appear in the payment method used. I apologise for any inconvenience caused. - Meredyth

Posted 2 years ago

“Water Fountain for £750 water feature we have issues with it contacted your customer services department sent photographs and I’m still waiting for a reply to emails two weeks wait time not very acceptable”

Posted 2 years ago

Hi, I’m sorry that you haven’t heard back from us yet and for the damage to your order. I’ve sent you an email to help resolve this for you. - Meredyth

Posted 2 years ago

“Appalling service , tree delivered a foot smaller than ordered and customer service were poor . Offered a,£10 compensation that they then offered £15 , I then had an email stating full refund to then have that retracted !!! I will take this matter further and please shop elsewhere”

Posted 2 years ago

Hi, I’m really sorry for the experience you’ve had with us. I have checked your order and I can see that we have offered a collection and we are still happy to collect it if you wish to return it for a full refund. Kind regards. - Carla

Posted 2 years ago

“I’m convinced they’re a fake company. You order something and never hear from them again, no delivery updates even after the supposed weeks delivery window. AVOID AT ALL COSTS. They obviously pay for fake 5 star reviews.”

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

“I pre-ordered a 4-5ft Christmas tree months ago and when it arrived it was just over 3ft. I called customer services who said that was clearly not correct and to send a photo. When I eventually got a reply over a day later they said it was the right size because I wasn’t taking into account the pot it had been in at some point which made it taller. Not that I’ve ever seen this pot, I just have to believe it existed and that it made the tree 4-5ft. So does this mean they consider the trees roots in its height? Roots that I guess I’ve been charged for and not received. That’s it. No replacement, no refund, not even an apology, nothing. Clearly my fault for assuming ordering a 4-5ft tree would mean receiving a 4-5ft tree and not a 3ft tree. I’m 5.8ft, if I stood on a large box I’m not 7ft, I’m 5.8ft and stood on a box.”

Posted 2 years ago

Hi, I have looked into this order and can see my colleague had requested a full refund and advised this via email before your review. I apologise for any confusion but if this is not the resolution you wanted please do advise her so we can take it from there. Please accept my sincere apologies for your experience. - Meredyth

Posted 2 years ago

“Solar Power Fountain Review Solar Powered Fountain Review Solar Powered Tier Fountain Review Primrose.co.uk Review Firstly, The package/box you have sent arrived torn, ripped, a large 10” gaping hole along the front, bashed up in every corner. My complaint had been previously raised to you twice already, the first time I was informed, I would receive a replacement and was told to ring back the following day to arrange the replacement, (I didn’t understand as I was told I had to call back as you were already aware there was an issue). I did as was instructed, the following day, to my surprise I was told you will only send a replacement if it’s faulty. I explained it is for a Birthday Present and expressed that I am extremely unhappy in having to gift this item in its current state. Well, well, well, surprise surprise. How indignant. I’m absolutely appalled, someone has clearly opened it up, taken out the pump? and re-taped it. The box inside contains ripped up polystyrene and whoever had this item prior to me has most definitely not repackaged it correctly. The main question is....now where is the pump, surely who has had this before me has this stolen from the box as it’s not in there! Solar Power Fountain no pump inside the box! Wonderful... Now today I looked on your website at the same Solar Power Tier Fountain and the price is £199. Now it makes sense, I can see why it was reduced on your website from £199 to £179 and the how extraordinary the item has reverted to the original of £199. What a strange coincidence you send out an inferior item with a major part missing (the pump) in useless packaging and now it’s back to full price. Shocking, absolutely shocking. Clearly we have received a faulty, disgraceful repackaged returned item with A vital part missing The Pump. The only place you can dispose of this is the rubbish tip, there is no way possible you could resell this tat. I cannot believe you are charging money for this rubbish. I’m amazed that what I thought was a reputable company would send an item out in such a disgraceful, deplorable state. Clearly your quality control quite simply does not exist, perhaps a rethink in despatch and quality control should be. When we attempted to assembl the fountain (tat), it is that shoddily made it leans together, all rough edges inside one dish hole was blocked with the fibres, it hasn’t been drilled through fully, it leans over, it rocks and rattles. Fabulous quality....nope. I expected much better service from your company Primrose.co.uk/Meika Ltd. I only wish I had read other customer reviews as I see a steady pattern of dissatisfaction and disappointment. Not impressed.”

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

“Ordered 6 plants, minimum 2 litres. Came in two separate deliveries a few weeks later. Could not be happier with the first patio plant. It was in wonderful condition. However the 2nd delivery of the remaining 5 was utter dross. All 5 were less than 2 ltrs in size and on their last legs. Truly awful. Wish I had read the previous reviews as I will never order from these clowns again”

Posted 2 years ago

Hi, I’m deeply sorry for this inconvenience. I have contacted you via email to help sort out this problem as soon as possible. - Meredyth

Posted 2 years ago

“I placed an order, when it didn't arrive I sent email to find out why only to find out that the order wouldn't be delivered for another month. Of course it still says available on the website. No communication, bad customer service and the additional items I ordered to plant the tree with which was not delivered I was told were not returnable. Would NOT recommend.”

Posted 2 years ago

Hi, I have looked into your item on the website and can see it is not available to be sold. I apologise for any confusion caused with live plants, Primrose have to ensure the quality of plants shipped are to the best standard for our customers. This unfortunately does mean at points stock quantities do sometimes change however is with the best intention to ensure customer satisfaction. I can see my colleague has resolved this for you. - Meredyth

Posted 2 years ago

“If I could give 0 stars i would. Spent c.£200, due to be delivered within 2 weeks, 4 weeks later nothing had arrived, I called them several times & they didnt answer once. Sent a message on their website, no response. Emailed them, no response. Emailed again & told them it’s been too long - so asked them to cancel my order & refund me in full, no response. Two further weeks passed & some battered, mostly dead bits of plants were dropped on my doorstep in a battered box. I contacted them again, reiterated it was too late & asked them to collect the half dead plants, and again stated to not send anything else as it has been 8 weeks since I placed my order, yet again no response. Messaged again on their website - no response, called them several more times - no answer. Over the following 4 weeks (12 weeks after my original order & over 8 weeks after I requested in writing to cancel the order & get my money back) several half dead & totally dead plants were dumped on our doorstep - neither Charlie Dimmick not a magician could bring these twigs back to life. Months on I’ve still had no response (aside from automated messages stating they will get back to me) not one response from a human, no apology, no call, not even a line in an email & still have not received my refund or the vast majority of plants I ordered, whether dead or remotely alive. Absolute cowboys - utter rip off, keep your money & save yourself the hassle of dealing with a so-called business with zero integrity or customer service. No refund, no product, no customer service or response”

Posted 2 years 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 2 years ago

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Primrose is rated 1.3 based on 643 reviews