Primrose Reviews

Name: Primrose
Rating: 1.27

1.3 Rating 644 Reviews

6 %

of reviewers recommend Primrose

Company Reviews

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Metrics

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

Gillian

Anonymous

Anonymous // 01/01/2019

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“Excellent service .Bought shipped and arrived within 24 hours.Really nice garden furniture”

Helpful Report

Posted 3 years ago

Hi, I am very pleased to hear that you are enjoying the furniture. It will be lovely over the summer. - Meredyth

Posted 2 years ago

“Awful Useless website Phone line appalling No responses to updates Locked out of account”

Helpful Report

Posted 3 years ago

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

Posted 2 years ago

“Ordered on 17th April, when tracking says DX is waiting for parcel. Status on DX been like this since 22nd April. Tried messaging and live chatting but no response. Have now requested a refund, hopefully this will happen! Terrible customer service”

Helpful Report

Posted 3 years ago

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

Posted 2 years ago

“Please do not use this company. Their customer service is truly terrible. Orders are not delivered when they should be and nobody has the decency to let you know. They lie blantantly and are not to be trusted. AVOID at all costs.”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“I have no doubt “meredyth” will reply to this at some point and say “I have looked into this and can see my colleague has assisted you” bla bla bla. It’s all part of the scam. You order plants, send them money and nothing arrives. That’s the end of it. Phone lines, emails, you cannot get hold of anyone. (Unless of course you wish to place an order and send them more money) Avoid.”

Helpful Report

Posted 3 years ago

Hi, I am sorry to hear this has happened or that you feel we are a scam. I have contacted you directly to confirm your cancellation. - Meredyth

Posted 3 years ago

“I ordered bare root raspberry canes last year, planted them the same day they arrived, but nearly all of them have failed to grow. I have contacted the company with no success. Their sales lines are open every day of the week but their help centre/customer complaints section is only open Mon - Thurs is is not much for those who work long hours during the week and are unable to call. Really poor customer service. It appears leaving a review prompts a response - I hope so!”

Helpful Report

Posted 3 years ago

Hi, I am sorry to hear about your experience. I have contacted you directly via your email in order to assist. - Meredyth

Posted 3 years ago

“I placed an order back in March due for delivery at the start of April. At the end of April I was told my order was lost in the system 'due to reasons unknown' and would be delivered by early May at the latest. The date in May came and went with no contact from Primrose so I contacted them. 7 days later they reply saying they cannot fulfil the order. Overall very poor service made worse by no communication throughout.”

Helpful Report

Posted 3 years ago

Hi, I apologise for the experience you have had and the problems witnessed with your plants. I have contacted you directly to provide an apology and assistance. - Meredyth

Posted 3 years ago

“Ordered indoor palm on 15th April. Primrose confirmred order. Primrose confirmed dispatch (DX) on 22nd April. I messaged them on 26th April to inform them DX did not have my plant. - They did not reply. I messaged them again around the 29th - No reply I spoke to their Chat line around 2nd May who told me delivery would be before 6th May. I rang their Helpline 4th May. They have two lines, 1 = new orders and 2 = existing orders. Line 2 is not connected and does not connect to anything. I rang Line 1 which was answered quickly and demanded answers. I was told delivery woud be on the 5th April. 5Th April (evening) I have cancelled my order and await refund? Needless to say I do not intend to use them again. I did look on their own site reviews and noted that their are few complaints compared to other review sites?”

Helpful Report

Posted 3 years ago

Hi, I have looked into this order and can see that I have already contacted you to assist and resolved this directly. I apologise for any inconvenience caused. - Meredyth

Posted 3 years ago

“Delivery of plants all broken dried up, limp and heads off flowers . Would not recommend them at all . Awaiting a response since 29 April conveniently say updating website .”

Helpful Report

Posted 3 years ago

Hi, I have contacted you directly to assist and resolve this with you. I apologise for any inconvenience caused. - Meredyth

Posted 3 years ago

“Wrong plants sent. Email unanswered nearly 10 days later, disappointing service. Only replied when I left a poor review.”

Helpful Report

Posted 3 years ago

Hi, I have looked into this order and can see that my colleague has assisted to replace the incorrect items. I apologise for any inconvenience caused. - Meredyth

Posted 3 years ago

“Not even one star. Surely this company can't continue trading, the service is shocking. I ordered my plants on 25/3..money taken but a month on, no plants. When I spoke to the company I was told they are out of stock. I wonder how long my money would have been in their bank, as no advice was given to let me know my plants were not coming. I finally gave up after Patrick advised they will be back in stock soon, but yes, you guessed, I had to call again today to find out what was happening, to be told the new delivery is mid may. So I gave up. I am not at all confident I will get my money back any time soon. This company is shockingly badly run. It goes without saying i will never buy from them again!!!”

Helpful Report

Posted 3 years ago

Hi, I have looked into this experience and can see that Patrick updated you about the new delivery window and cancelled the order. I apologise for any inconvenience caused. - Meredyth

Posted 3 years ago

“costs. I placed an order back in January for a Willow Tree and did not receive delivery despite the tracking saying it was delivered. I was told months later that it was not in fact dispatched and there was an error and that the item is now out of stock. I was then told to that I would receive the Willow Tree at the end of April only to then receive a very delayed (10 days) response to my original email from customer services to my dismay asking if I had received delivery since sending the email. I replied to yet again reinstate that I have not received delivery and a week or so later 21st April I received a phone call from a very poorly spoken and confused customer service representative to say that there is a probem with the suppliers and that they cannot fulfil my order. Well over three months of being mucked around and I am now told I will receive a refund. Even this I don't believe, the supposed agents Primrose get doing their bidding are poorly spoken and seem to make things up as they go along contradicting themselves at every turn. You will be lucky to receive a written reply to any email/enquiry you send this company as many of the staff can't seem to string a sentence together let alone write a knowledgeable, and consistent response mindful of any facts. Mr Campbell - Ex Customer”

Helpful Report

Posted 3 years ago

Hi, I have looked into this order and can see that my colleague has assisted and resolve this with you. I am sorry to hear your comments about our staff. - Meredyth

Posted 3 years ago

“They did not deliver the items within the time frame or keep me updated about my order in a timely way. Trying to contact someone via customer services was a nightmare- phones not working/ long delays/ someone will contact me but didn’t. I am currently trying to cancel order and get a refund but this is also proving difficult. My advice: DO NOT ORDER FROM THEM- find somewhere else.”

Helpful Report

Posted 3 years ago

Hi, I have looked into this order and can see I assisted and resolved this with you. I apologise for any inconvenience caused. - Meredyth

Posted 3 years ago

“Item did not arrive. 'Customer service' does not reply! I ordered an item through their eBay store. The order went through fine, I paid for the item and even got a confirmation. The next day I receive an email saying the item has been dispatched. Then 2 days after the date the item was supposed to be delivered, I gave them a call. They said that actually that item is out of stock, and nothing had been dispatched! I submitted a complaint to their customer service department almost three weeks ago. I followed up on this a week ago. I STILL have not received any reply. An absolute joke of a company!”

Helpful Report

Posted 3 years ago

Hi, I have looked into the order and can see it was cancelled and confirmed with you on the 08/04/2021 via ebay. I apologise for any inconvenience caused. - Meredyth

Posted 3 years ago

“Pathetic customer service. Waiting for my order to date with no follow up or update. They are not even selling their own 0roduct, thfy are a middle man. Avoid at all costs”

Helpful Report

Posted 3 years ago

Hi, I am sorry to hear this. I have contacted you directly to assist. We do sell a mixture of our own products as well as offering a marketplace for other suppliers. - Meredyth

Posted 3 years ago

“It's now been 11weeks since I ordered a chair form Primrose and there is still no sign of it arriving. It cost us £230 which Primrose took from us 11weeks ago when the then estimated the delivery to be 2-4weeks. So now we are down £230 and with no product and not idea when it will arrive. Stay Clear. Shambles of a company. I have now opened up a case with Citizen's advice as they are refusing a refund. Will keep you updated.”

Helpful Report

Posted 3 years ago

Hi, I have contacted you directly to request further information. I apologise for any inconvenience caused. - Meredyth

Posted 3 years ago

“Awful company. Ordered a product, then told not in stock, why accept orders for items you don't have? Then, NO REFUND, had to take up with Amex. Will never use again.”

Helpful Report

Posted 3 years ago

Hi, I have looked into this item and can see a refund was requested in your first contact with our customer service team. I apologise for any inconvenience caused by the out of stock item. - Meredyth

Posted 3 years ago

“Ordered a product which turned out to be very over-priced for what it was. The returns process is horrendous. You will hold on for hours with 20 or more people in the queue ahead of you. Don't even bother to email as it will never be answered. You cannot return a product without a returns number. If the product is not actually damaged you will have to pay your own postage as well as their postage in the first place. Having finally got through to them it seems that the item I bought actually comes from another company AND ONLY THEY can refund my money. It is now one month since I returned the item and it has cost me in total £96 and I am still waiting for my refund. I have heard nothing since - not even an acknowledgement that they have received it. I would never ever recommend this company. Worst customer service I have ever experienced.”

Helpful Report

Posted 3 years ago

Hi, I apologise for the delay and am in the process of obtaining your refund. We were not contacted when the item had been returned which is why it has been delayed. I apologise for any inconvenience caused. - Meredyth

Posted 3 years ago

“Bought 2x Japanese maples on Feb 18th for my mums birthday. Called around 25th March saying not yet received. Was told will be Despatched within the week. Did not receive anything. Sent an email 29th March - no reply. Called again and system is, down. Very disappointing indeed as wanted to plant as a memory on mums birthday.”

Helpful Report

Posted 3 years ago

Hi, I have contacted you directly to provide an update and resolve this with you. I apologise for the inconvenience caused. - Meredyth

Posted 3 years ago

“Bought an outdoor fireplace that arrived damaged. Asked for parts to be replaced, they just kept blaming their supplier. Ended up asking for a refund. One year later, still no refund and now must take them to court to get my money back.”

Helpful Report

Posted 3 years ago

Hi, I am currently looking into your order so I can resolve this directly with you. I apologise for any inconvenience caused. - Meredyth

Posted 3 years ago

Primrose is rated 1.3 based on 644 reviews