Primrose Reviews

Name: Primrose
Rating: 1.29

1.3 Rating 656 Reviews

6 %

of reviewers recommend Primrose

Company Reviews

Questions

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

“Absolute garbage what they sent. Packed plant is a water absorbing paper bag. Inside of box wet and space between plants on another variety was way too big, allowing the plants to fly around inside, breaking up and killing 2 of the 3 plants inside. May be able to salvage the 3rd. Rang them up as I wanted an email address to send the photos / videos took. The customer service advisor hung up on me. Within 10 seconds, so yeah, not impressed. No I was not ranting. Wont be ordering again”

Helpful Report

Posted 5 years ago

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

Posted 5 years ago

“Plants did not arrive. I allowed extra time beyond published estimate before making several unsuccessful attempts to contact Primrose by email and telephone. Courier (DX) did not receive goods according to tracking information. Dispute now raised via PayPal for refund.”

Helpful Report

Posted 5 years ago

Hi, I am very sorry to hear about your experience. I have looked into the order and can see that my colleague is currently assisting to resolve this with you. - Meredyth

Posted 5 years ago

“Shame I have to leave ONE star - would rather zero. Took my money, no delivery nearly a month later. Contacted many times, empty promises. Cannot speak to a manager, rude staff. Hides comments on social media so people don't see how inept they are. Do not use this company. Would be shocked if my demanded refund actually arrives!”

Helpful Report

Posted 5 years ago

Hi, I have looked into this order and can see that my colleague requested the full refund for you. I apologise for any inconvenience caused. - Meredyth

Posted 5 years ago

“I'm not being mean here, just totally honest. We ordered 5 planter troughs for a special occasion, well within time. We ordered the plants the day after and they arrived within 6 days. After 13 days however the planters have still not arrived. The special occasion was TODAY, it could have been so much prettier. The £760 spend is now pretty much wasted. I have just spent 39 minutes waiting on the line to be told that they would look into the matter and get back to me. One star is truly a high rating for Primrose.”

Helpful Report

Posted 5 years ago

Hi, I have looked into your order and located your email within the inbox to assist. I apologise for any disappointment caused. - Meredyth

Posted 5 years ago

“Sadly description of sun sail poles failed to mention they are very heavy and hard to get in place. Also only part of the order arrived and you cant get through on phones”

Helpful Report

Posted 5 years ago

Hi, I have contacted you directly to request further information so I can assist and resolve this for you. I apologise for the delay. - Meredyth

Posted 5 years ago

“If you have a spare 49 minutes to wait on hold to chase an order you've already paid for then buy from them. Never again!”

Helpful Report

Posted 5 years ago

Hi, I have contacted you directly via email to request further information so I can continue to assist and resolve this with you. - Meredyth

Posted 5 years ago

“I ordered my plants on 30th april Site said 3 to 7 day delivery, On 13th day i tried to cancel order As no delivery had been made, I was told it was to late to cancel, but they would refund my postage And was told i should receive my plants by friday 14th or latest today monday 17th, still no delivery, I contacted the courier service who told me they had not received my order, so i contacted primrose again, once again i have tried to cancel my order as they can not deliver on time, Would not order anything from primrose ever again”

Helpful Report

Posted 5 years ago

Hi, I am very sorry to hear about the experience you have had with us. I have looked into the order and can see that my colleague has cancelled and refunded this for you. I truly apologise for the inconvenience caused. - Meredyth

Posted 5 years ago

“Hi I recieved my miricle gro compost but I have not recieved my petunia bedding plants I have sent 2 email messages to you and you have not replied I have been locked of my account”

Helpful Report

Posted 5 years ago

Hi, I have checked into this order and can see it has now been delivered. I have contacted you via email to confirm this. I apologise for any inconvenience caused. - Meredyth

Posted 5 years ago

“I wish I had read these reviews before ordering! (However please read added review at ending!). I received my order (unlike many others), but the tree was virtually dead! I called (on line 1 for sales, line 2 is permanently closed!) on the day of delivery, and was told yo email with photos. I duly did this and a ticket was raised which says "being processed". One week later, I have heard nothing. I have added a further message to the ticket with no effect. I phone the sales line today, where the employee told me they had no access to information and could not help me in any way, but all returns were being dealt with and to use the website. The website does not recognise my original customer number and I now suspect that I will not see £58 again!! I have to give credit where it is due. I was contacted by Primrose shortly after leaving this review (probably because of it!) and they have given me a full refund with no expectation to send the damaged plant back. The money was returned swiftly, and it's just a shame I had to go through this process to make it happen!”

Helpful Report

Posted 5 years ago

Hi, I have looked into this order and can see that a refund has been requested. I apologise for any inconvenience caused by this experience. - Meredyth

Posted 5 years ago

“We had terrible service from this company last year. I paid by credit card and was reimbursed in the end by the credit card. I am shocked these customer complaints are continuing and this company really needs to be investigated. I son their own website they are claiming 4 stars. How can this be. Meredith who appears as a responder to the bulk of complaints must be a very busy person or is just an automated response.”

Helpful Report

Posted 5 years ago

Hi, I am very sorry to see your experience was not good.I assure you I am not an automated response. I have contacted you directly to assist and resolve this with you directly. - Meredyth

Posted 5 years ago

“Didn't receive half of order. Try to contact company, no luck. Won't buy from primrose again”

Helpful Report

Posted 5 years ago

Hi, I have contacted you and resolved this via email. I apologise for any inconvenience caused. - Meredyth

Posted 5 years ago

“Ordered goods from this website over a month ago (with a 10-15 day delivery timeframe), paid for the goods and nothing has arrived. Tried calling multiple times but the line says its closed during open hours. A week ago I sent a message via their ticketing system requesting a full refund, and still no response.”

Helpful Report

Posted 5 years ago

Hi, I have looked into this order and can see that my colleague requested a full cancellation for you. I apologise for any inconvenience caused. - Meredyth

Posted 5 years ago

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

Helpful Report

Posted 5 years ago

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

Posted 5 years ago

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

Helpful Report

Posted 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 years ago

Primrose is rated 1.3 based on 656 reviews