Primrose Reviews

Name: Primrose
Rating: 1.28

1.3 Rating 651 Reviews

6 %

of reviewers recommend Primrose

Company Reviews

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Metrics

1.3

Based on 651 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

“Same old song...... ordered over a month ago, no reply to emails, money taken out of account a month ago, no means of contacting, a real disgrace.”

Helpful Report

Posted 5 years ago

“We've had nothing but trouble. We placed an order on 12th April for 2 (matching) sets of garden furniture. Our total was £2302.99 and was paid by MasterCard. Once ordered we received the email about 2-3 weeks delivery delays - completely understandable considering the situation, however we received nothing until 19.05.20. Had emailed a few times with no response and then we received a text from Panther the delivery company to book delivery, so we thought great. 19th May cam and Panther arrived with 1 set (2 chairs & small coffee table - £799.00) ONLY !!!! no other set ??? So several email went un-answered until 9 June when I received an email to say there was a problem with the system and the manufacturer had only sent 1 set did I still want the other one. Before answering I wanted to know when I would be getting the 2nd set - this took 3 emails and another week before getting an answer to say late July - Furious I demanded member of management phone me to discuss, but still waiting. Caroline whose is dealing with this contacted me ignoring the demand for a full refund from them and to collect the already delivery furniture and we would take our business elsewhere. I stated that I wanted a full refund before the goods are collected as I know people were having difficulties getting refunds. IGNORED. I was told they couldn't do that, so after another week of no answered emails and reporting this all to my credit card company I agreed to arrange for the collection of the received set on the condition that the refund for the set NOT RECEIVED be refunded immediately and the collected set to be refunded as soon as its collected and on the van. Collection was meant to be Monday passed, but the company they arrange refused to come as there is not packaging. Again I had to call Caroline at Primrose to explain what was going on as the company DX wouldn't !!!!! Still no refund for the original set has been received and I am not happy letting the received set go until refund is received. Re-arrange collection is meant to be today ??? but we'll see. During this whole process I have not had a proper apologise not been offered any. compensation for my troubles. Company is a complete JOKE. I have made 2 payments to me credit card for good I don't even have. AVOID AT ALL COSTS !!!!”

Helpful Report

Posted 5 years ago

“Terrible service I have ordered a Haven Wooden Corner… I have ordered a Haven Wooden Corner Arbour. From them still have not received the item. You can't phone them as they don't answer. Emailed them twice no reply. Now but in the hands of my bank to get a refund terrible terrible service. I'm not sure if this company is a scam so I would advise stay well clear of them. They take your money dont supply the goods and don't reply back to you”

Helpful Report

Posted 5 years ago

“I ordered that same water feature delivered with parts missing no instructions shocking customer service disgraceful jane”

Helpful Report

Posted 5 years ago

“Incompetent staff, simply lacking in integrity - fogging and providing vague responses which don't stick together. I had to ask for 'a gesture of "good will"' on a £379 product that arrived late and incomplete. No one would offer it to me as if nothing had happened. I called 7-8 times to even get through to anyone to speak to them about the missing water tank (it was a water feature, so installation wasn't possible without it and I had someone booked to instal it). I was offered £40 when I asked for some form of compensation in the first place (happy to accept 10% of the value of the product, which isn't much anyway), and told the voucher had been emailed to me. When I started digging into why I hadn't received it, no one knew about the voucher, or could listen to the calls in which I was told it had been emailed. After asking me about when the calls took place and me finding out, they advised they don't record calls due to GDPR (as if recording calls was not possible for this reason). Finally, after many messages via Fb and email, I got offered a £20 voucher, but I could only use it if I spent £40 with them. Here's to good will gestures by Primrose! The story and the gesture say it all.”

Helpful Report

Posted 5 years ago

“Totally rubbish at communicating. Waited almost 3 months for plants at arrive. Paid through PayPal so contacted them for refund. Only then did Primrose send the plants. When they arrived, all 5 plants ordered were loose in a plastic bag that had burst open. Three plants were broken and un-usable as they were broken at the base and the other two were broken further up and unlikely to make it into anything grand. Waste of money, more so when there are so many better retailers out there Wont ever use again.”

Helpful Report

Posted 5 years ago

“I have only received part of the order. After having messaged twice for further information I have received no response from the company for over a month. I have now asked for a refund and still received no response....”

Helpful Report

Posted 5 years ago

“Ordered a tree fern on 5/6/20 at a cost of £200.00 still not received even though it was in stock when I ordered it now when you go onto them it says they are taking pre order's for end of June. I have sent 2 emails but have had no response cannot contact by phone as lines are not been manned. My only saving grace is that I paid by credit card so I will be contacting them with regards to claiming it back if I do not hear from them but reading the reviews I am not hopeful. 😡”

Helpful Report

Posted 5 years ago

“Order specific rose in memory for my mum who died April.20, it was ordered and paid for very early May, informed to expect item and other products within 3 wks still not received as wanted it fir her birthday after 8 attempts of contacting via email and their contact us page. When you look online it now states working on existing orders but as getting nothing back, no.idea cut off date they are referring to , product now states not available till Nov 20 , who in their right mind thinks a 7/8 month delay allowing for delivery is acceptable. As I cannot get anything off them.i don't know if I am pre existing order or I am in.the latter group. I'm working remotely and have been since 23rd March and lost my mum in the middle of all this I'm.still doing my.job, primrose do yours and either respond or refund the customers your have gained money from imorally as if you cannot provide service money should be auto-refunded after a cut off date. As rose costly I cannot buy elsewhere now till I get my money back so you have tarnished my mum's memory. Btw you don't even deserve 1 star but had to to get review posted.”

Helpful Report

Posted 5 years ago

“Message I sent on Primrose's contact us page: Hello. . . Me again 4th message to you now and STILL no sign of my order and STILL no communication from yourselves. Is this a scam site, I cannot believe the amount of dissatisfied customers you have. Are you seeing how many you can get??? Does anyone from Primrose look on reviews.io You should be ashamed of yourselves Appalling really. Im glad I don't run my business like you do yours When I try to track my order it states you have no information on my order. Hope your looking after my money I handed over to you in May 2020. Hope to speak with you soon Bye”

Helpful Report

Posted 5 years ago

“You do not deserve this one star. terrible service. Ordered nearly £300 worth of goods in March, few items arrived, got a small amount refunded, but not told what for. Was told I'd get full refund, 5 emails later, no clearer as to what is happening and still owed just under £100. Back log or not, communication is terrible, absolutely no personal service, despite asking the same questions again and again, I've only had what has felt like a robot response, although I feel a robot would have more clarity and better service.”

Helpful Report

Posted 5 years ago

“I ordered some greenhouse staging from this Primrose. It hasn’t arrived and they have not responded to several emails asking for an update. There is no way of contacting by phone and I am going to have to raise a complaint via my credit card provider. I realise that Covid is a problem for all of us but other mail order companies appear to have got it sorted. I would not order from them again.”

Helpful Report

Posted 5 years ago

“Absolutely terrible experience so far. Placed 2 large orders before they stopped taking new orders on their website due to COVID. I specifically asked on the phone before placing my orders if the plants were being delayed due to the current pandemic, because I had seen so many terrible reviews online - I was told the delays were with their products coming from their warehouse and certain suppliers but was assured that the plants come directly from the nurseries and therefore would arrive as expected, on time. I placed my first order 30th March, and all products were expected by 15th April. I received 3 plants slightly late, and am still waiting on the remaining 14!! Received an email about my first order early May to say they would be with me mid-end of May. End of May came and went, received another email from them saying they would be dispatched the following week, but still nothing - 2 MONTHS LATER! I am discussing with someone in their customer service who said there isn’t an ETA and she doesn’t know who sent me an email saying it would be dispatched.... um, I don’t care who specifically sent it, it’s automated from their company based on my order number. Meanwhile I placed a second order, nothing turned up, then got an email to say half the products were cancelled, but the remainder would be delivered. Waited. Waited. Waited. Spoke to CS again and they told me all items were cancelled except 2 - was never informed. Could have paid 1/10 of the price to buy seeds and they would actually have grown by now, instead I have empty vegetable beds and no clue if / when they will arrive. Completely feels like a scam - would not recommend at all!!”

Helpful Report

Posted 5 years ago

“This company is the worst company I have ever dealt with on line by a long way. It is impossible to contact them by phone, email or even letter. They are very quick to take your money and impossible to obtain a refund. I have fortunately been able to obtain credit from my card company for my undelivered order I suggest the thousands of dissatisfied customers submit a claim to their Card companies and report this appallingly run company to trading standards hoping some authority will close this company down as soon as possible”

Helpful Report

Posted 5 years ago

“I concur with most of the recent reviews. Use to be good but now a nightmare. What company doesn’t have a way of getting hold of someone even at this time. Ordered three trees one came but they state order complete! I have emailed as this is the only way to contact them and nothing. This is appalling, they have taken my money and not produced the goods I’m going to escalate this and unfortunately I’m never using them again which is a shame because they use to be really good.”

Helpful Report

Posted 5 years ago

“Crooks ..do not use.They will take your money and then totally ignore you . Send you some silly reply about 2200 emails a day. Probably all complaints”

Helpful Report

Posted 5 years ago

“We had 5 fence panels delivered on May 3. One was totally substandard. Despite numerous emails and attempts to track down phine number, no response apart from an automated reply asking us to be patient because of Covid 19 situation. This company CANNOT hide behind the current crisis. Over lockdown we have had endless things delivered perfectly efficiently from elsewhere. Looking at other reviews, I am not alone in my frustration. They do not deserve to be trading.”

Helpful Report

Posted 5 years ago

“No communication form this company. Ignore emails, not possible to telephone. If I ran my company like you do I would be out of business. Will never use your company again.”

Helpful Report

Posted 5 years ago

“Ordered garden chairs and a storage box, The chairs were delivered 20th oh May and one was faulty, it was flat pack and had the wrong parts. The storage box at £119 still not been delivered. No matter how many tickets I raise they will not respond”

Helpful Report

Posted 5 years ago

“Reported to Reading Trading Standards. I ordered a solar powered water feature. It took a month to be dispatched. I received a battered box marked 'SPARES' containing broken, second hand parts of a water feature. Despite sending tracked emails (which have been opened) requesting a full refund on return of the broken bits, they refuse to respond. Totally untrustworthy crooks who will take your money and not fulfill the order. See countless other reviews for confirmation. How I wish I had read them before ordering.”

Helpful Report

Posted 5 years ago

Primrose is rated 1.3 based on 651 reviews