Primrose Reviews

Name: Primrose
Rating: 1.28

1.3 Rating 650 Reviews

6 %

of reviewers recommend Primrose

Company Reviews

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Metrics

1.3

Based on 650 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

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

“Do NOT place an order or give any money to this company unless you want to be sorely disappointed and have plenty of time on your hands to chase thin air! I’m cross that I have to award any stars - Primrose don’t even deserve that. On 4th May 2020 I placed on online order via the Primrose Website for just under £20 of plants - the plants were advertised as in stock and my money was immediately taken. Aside from an auto ‘order confirmation’ email, I was totally ignored for weeks despite many, many emails being sent to customer services. It is impossible to speak to Primose over the phone as they have closed their phone lines and the order tracking facility on their website doesn’t work either!! The reviews on Primrose’s website are equally as bad as on other sites (see also Feefo although Primrose appears to no longer be an ‘active Feefo customer’) and these reviews cite common themes over and over again. I never received my plants but from the reviews I’ve read, the customers that were “lucky” enough to actually have their order fulfilled were sent utter rubbish. I have tried to add this review to the Primrose site but that facility seems to have been removed?! Yesterday, after threatening to refer the matter to my Bank as a fraudulent transaction and the Ombudsman if I didn’t receive a full refund within 7 days, I finally received a response from Primrose....an apology for the poor level of service received but no explanation as to what had gone so catastrophically wrong! Thankfully I paid by PayPal and they have looked into my concerns and upheld my case. I had an email today from PayPal today to confirm my money will be credited back to my account. I regularly make online purchases, both before and during the lockdown, and I have to say that I have never experienced anything like I have with Primrose. Their constant failure to respond is both frustrating and quite frankly appalling. It is clear that Primrose are either unwilling or unable to respond to their customers’ reasonable enquires. As a business they appear to have failed to appreciate the uncomfortable truth that their customers deserve something more than they have provided, despite these difficult times. If you are chasing Primrose, good luck! If you are thinking of ordering with Promise I wish you even more luck!!”

Helpful Report

Posted 5 years ago

“I am still trying to get my refund for poorly packaged planters that arrived broken ,civic or not ,their after sales service is one of the worst I have ever come across and I'm not in my 20s anymore . Please don't ship online with them . This has been going on for nearly 4 months ,just thought I'd write this before I attempt get again with an email .”

Helpful Report

Posted 5 years ago

“Having given up on hopes of a plant delivery after more than two months, I've been trying to cancel the order and obtain a refund. However, the customer service is abysmal, partly because each email gets a new 'ticket' and no one ever actually responds. The matter is now with Trading Standards, as money has been taken from my account without their actually fulfilling the order. I suggest that others in a similar position visit www.citizensadvice.org.uk to log their experience”

Helpful Report

Posted 5 years ago

“I ordered back in April some plant pots and seeds, The order never arrived, I have tried calling, sent 7 plus e-mails and not one response, I will never use them again they owe me over £30. Its disgusting that they don't even acknowledge e-mails”

Helpful Report

Posted 5 years ago

“I too have parted with Money for plants that have not arrived. No response to my emails.”

Helpful Report

Posted 5 years ago

“Order placed march, delivered 9 April MINUS 6 plants valued at £30.00. Money was taken at point of order. Have emailed numerous times, been given reference numbers but nothing else. As of today 10 June still no response. They have my money, so wrong.”

Helpful Report

Posted 5 years ago

“After 5 weeks, 2 emails the order of weeping fig arrived. It was not as described at point of sale - it was a weedy looking plant just 30cm tall including the height from the base of the pot. Dishonest sale - it was sold and pictured as being 70cm tall! I won't use this company again and do not recommend them.”

Helpful Report

Posted 5 years ago

“So wish ld seen some of the reviews before l parted with my money. Orders several plants, most arrived damaged others weren't even delivered. E mailed several times, no reply and no telephone number to call. Avoid at all costs. I'm requesting trading standards get involved, they really are con merchants.”

Helpful Report

Posted 5 years ago

“Appalling company! Placed an order which I never received. After chasing and chasing them with absolutely no reply I escalated to PayPal to investigate and get a refund. PayPal never received any reply from Primrose either and thankfully refunded me. Please DO NOT order from this awful company. Primrose, how can you operate a business this dismal? Have you heard of ‘customer service’ or even ‘service’? You fail spectacularly on both.”

Helpful Report

Posted 5 years ago

“Fraudsters, rip off merchants, dishonest, devious, thieves, take your money and don't deliver. Please please please avoid this company at all cost. Better to do without than to be ripped off. They need closing by trading standards and if I can help make that happen, rest assured, I will. CON MEN”

Helpful Report

Posted 5 years ago

“Do not use this company. They do not send the order or reply to emails. They are either incompetent or dishonest.”

Helpful Report

Posted 5 years ago

“I am one of the latest customers to be scammed by Primrose. They take your money then don't send the goods - which is actually a criminal offence. We all understand that times are difficult but Primrose are still trading online and even sending out promotional e-mails, so why can't they follow up existing orders that have not been honoured? After numerous e-mails have been ignored, I sent a letter to head office in Reading and included a SAE. I am not holding my breath. AVOID AVOID AVOID.”

Helpful Report

Posted 5 years ago

“I have ordered with the company worth 70 Pounds on the 13th of April. I have sent them 5 emails since. There is no number to call. It seems its a scam. I dont know who to turn or why are they not answering but they have my money. They definately do not deserve 1 star.”

Helpful Report

Posted 5 years ago

“If I could give the company 0. Stars , I would.... Glacial delivery, terrible communication if you have an issue and scrawny tired and dehydrated plants.. Avoid, avoid, avoid!!”

Helpful Report

Posted 5 years ago

“I ordered and paid for a set of two large planters , and they only delivered one. I emailed an enquiry over a week ago, no one has responded. There is no one answering the phone. Hugely disappointed, I would never use them again. Please do not pay for items to this company they do not deliver what you pay for and then do not respond to emails, yet do have the time to send me emails asking me if I want to buy more. If they are so overwhelmed by high demand that they cannot meet basic customer service levels, why are they still sending me emails to get more business?”

Helpful Report

Posted 5 years ago

“Ordered 5 roses, delivered but poor, two died in a couple of weeks. Ordered replacements, one came diseased, by now the remaining ones from the first order were sick too. Took the new delivered rose to a garden centre, diagnosed rust and black spot, on a newly delivered plant! Bought fungicide, stripped leaves and sprayed them all, now looking like they’ll recover. Not happy, no response from contact form or e mail despite several attempts just to advise them they are sending out diseased plants”

Helpful Report

Posted 5 years ago

“Awful customer service. Made a large order over a month ago. Part of it arrived with no dispatch/ delivery notice. There is nearly £200 outstanding they are not responding to emails, the phone lines are disconnected, my order tracking number gives no information of the website. Disgusting customer service. Every other company I have used during COVID has had excellent communication. Will not use primrose again and would not recommend others to do so.”

Helpful Report

Posted 5 years ago

“I wish I looked at the reviews before I ordered the plants Sent three emails and no response. it has been over a month and still not received plants . Will not order from them again”

Helpful Report

Posted 5 years ago

“Ordered april 25th money withdrawn from the bank the same day I have tried to contact them numerous emails no response. I will never order again . Are they in financial trouble can't think of any other reason for such dire service”

Helpful Report

Posted 5 years ago

“DO NOT ORDER FROM THIS COMPANY! I placed an order on 6th April. I received my potatoes several weeks later, these were shrivelled up and have failed to chit. Terrible quality! I am still waiting for over £50 worth of plants. Despite numerous emails all I get is a generic response blaming the pandemic, yet they are still advertising the same plants online with 5-10 day delivery. Finally i ask for a refund, then receive an email saying goods have been despatched on 25 May. Still no goods, then today 5 June I receive ANOTHER generic email saying sorry further delays. What an absolute joke and scammers. I am trying to get a refund through PayPal. You should be ashamed of yourselves Primrose, taking advantage of people during this awful time. I am a pensioner and cannot afford to lose any money. Your terrible customer service had left me quite distressed. Enjoy spending my money.”

Helpful Report

Posted 5 years ago

Primrose is rated 1.3 based on 650 reviews