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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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Pretty rubbish. Made an £80+ order for indoor plants, nothing turned up, they took my money and didn't communicate any issue. Then it took a long period of chasing and lengthy communication until eventually they stated they couldn't deliver the order and processed a refund. Wouldn't use them again.”

Posted 2 years ago

Hi, I apologise for the disappointment caused by this experience and the lack of plants received. We do our best to ensure quality service and have let you down for which we apologise profusely. - Meredyth

Posted 2 years ago

“Made order 17 May. Finally was told delivery 5 June. Got a message saying my house could not be accessed. My house is very easy to access and see - I don't have a gate, The door number is clear. There's loads of free and easy parking around it. The customner service phone number does not work. The dodgy courier is apparently delivering on Tuesday - obviously the plants will be totally dead by then. If I don't get an immediate refund, will report for fraud with bank.”

Posted 2 years ago

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

Posted 2 years ago

“Placed and paid per order on 19 May. No delivery per promise. Online chat, email corresponding and telephone enquiry is a con: Either automatic acknowledgement with no follow up. This organisation is badly managed with little ethics.”

Posted 2 years ago

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

Posted 2 years ago

“Order 5789161 not delivered. Ordered. 19/5 mpossible to contact Primrose treat customers with contempt. Good at taking the money.Be generous say it’s just an incompetent shambles,unable To keep clients informed Deliver or refund please”

Posted 2 years ago

Hi, I apologise for this experience. I have contacted you directly to assist and resolve this for you. - Meredyth

Posted 2 years ago

“Plants ordered19/5/21 money taken next day. No delivery impossible to contact Nineteenth I the queue, by phone no response to email. Now phone closed Order5789161. Ticket1253131 What service!”

Posted 2 years ago

Hi, I have contacted you directly to assist based on your second review. I apologise for any inconvenience caused. - Meredyth

Posted 2 years ago

“Ordered plants 23/5/21 and still no delivery. Order number 5794868. Tried ringing but customer services option goes dead. Sent emails and of yet no response. Would not recommend”

Posted 2 years ago

Hi, I am very sorry to hear that your order has not arrived. I have looked into it and can see my colleague has assisted and resolved this with you. - Meredyth

Posted 2 years ago

“Dreadful company. Lied about posting item, tried to speak with them when it didn't arrive. Got speak with anyone on phone constantly engaged, online chat a waste of time, woukd9give me any update or help with order just kept writing it had been dispatched, wouldn't answer my questions, emailed the company daily till I got a refund, utter disgrace”

Posted 2 years ago

Hi, I apologise for the poor experience you have had and the courier problems. - Meredyth

Posted 2 years ago

“Extemely poor- very dissapointed Very poor customer service. composter arrived broken. Telephone on website has many options and finishes by" We no longer use this number" No response via the email link. Live chat- no reponse after 40 minutes. Asked them to call back. Said they would but did not. Sent more emails- no response at all. Considering returning the item for refund rather than try to get a replacement piece which is what I wanted. Absolutely useless company. I was going to order other stuff- glad I didn't”

Posted 2 years ago

Hi, I apologise for the problems experienced with our phone lines as our team answers hundreds of queries daily. - Meredyth

Posted 2 years ago

“We just got a refund of £600 on garden furniture we ordered 6 weeks ago. They were blaming couriers then suppliers, which meant our order wasn't even on the way. After a serious amount of posting on fb we got our refund but its unacceptable i had to go to such efforts. With all these complaints I think we all should be contacting BBC watchdog 😉”

Posted 2 years ago

Hi, I apologise for the experience you have had. I have looked into it and can see it has been returned by the courier so that we could refund it for you. - Meredyth

Posted 2 years ago

“Plug plants arrived very late and in poor condition - snapped stems, browned leaves etc. Sent “ticket” asking for refund. No response. Tried ringing - choice 2 dead as with other reviews. So bad - is the company still in business? Please don’t buy from them - extremely poor.”

Posted 2 years ago

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

Posted 2 years ago

“If l could have had the option of zero stars l would! Appauling customer care! They take your money straight away and basically that’s the only thing that they do promptly, l ordered nearly £200 worth of products/produce from them on 30th April promising 3 to 10 days delivery, hmmm after 10 days l received a bag of compost (damaged) l also ordered 60 plug plants and a pack of lobelia (buy 1 get one free) what did arrive nearly a month later was 45 plug plants most were dead the rest were in such bad condition they haven’t survived, the lobelia(s) didn’t arrive at all, obviously l complained and they said they were going to send me the whole order again saying it would be with me in 3 to 5 days, that was 10 days ago, yes you guessed it, no order has arrived, the chat option now is ‘conveniently’ down so l can’t even contact them, I’m furious, does anyone have any ideas what l should do next? I feel like exposing them to the media, they are selling dead stock and that’s if you eventually get it!!! Disgusting company, AVOID AVOID AVOID!!”

Posted 2 years ago

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

Posted 2 years ago

“I recently bought six packs of plug plants. They arrived totally dried out and rotten.... as if they had been packed and left for a week before shipping. I potted them on in my greenhouse immediately but only one of the packs has survived. I contacted customer support but still haven’t had a reply. I will never buy anything from Primrose ever again. One star is too many!”

Posted 2 years ago

Hi, I have looked into this and can see I have contacted you directly to request further information so I can assist. I apologise for any inconvenience caused. - Meredyth

Posted 2 years ago

“Still waiting for a response to complaint I sent following receipt of plants which were rotting and mouldy. They had been put in plastic and had sweated. Some were just dead sticks. They clearly had been plugs for far too long and had appeared to have flowered which I guess was under stress.”

Posted 2 years ago

Hi, I am sorry to hear that they arrived damaged. I have contacted you directly to assist and resolve this with you. - Meredyth

Posted 2 years ago

“Order 5757268 The above order for begonias ie perishable seasonal plants was made on 1st May 2021. The begonias were allegedly sent on 10th May 2021. This now seems unlikely as a result of their non- appearance to date. On 25th May I emailed Primrose's customer services noting my concern as follows: "This item has not arrived yet. The begonias are perishable and will almost certainly not have survived. Please send another consignment as soon as possible by a more reliable courier." Other than an acknowledgement I received no substantive reply. If Primrose actually did send these begonias it is inconceivable they would have survived such a long period. An apology will not cover the situation. The acute problem is that as the season is now more advanced there are probably now no alternative sources that I can find for these plants. So a refund is no use either. Primrose require to be held to the contract and make urgent arrangements for another batch of identical white begonias to be sent by return. But what has happened? No response to my emails other than an acknowledgement + a suggestion that I phone (just voicemail) or chat to their webpage (equally fruitless). They appear still to be taking orders. Had they replied and explained their obvious problems I should not be so greatly dissatisfied.”

Posted 2 years ago

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

Posted 2 years ago

“Ordered on 8th May, payment taken immediately. No plants yet, no response from repeated emails, phone line a joke as no customer services on Friday, Saturday or Sunday Order ref: 5770741. After reading these reviews I am deeply concerned about the quality of plants should they ever arrive”

Posted 2 years ago

Hi, I have looked into this order and can see that my colleague is currently assisting with this for you. I apologise for the delay. - Meredyth

Posted 2 years ago

“Bad quality plants. Ordered from them and the quality of plants were so bad. Nothing like the picture they show on the website. Some were rotten and with mould and shoved into plastic wallets which is completely different to website packaging. After calling so many times and waiting nearly an hour to get on the phone to someone have asked for a refund as they did not arrive when I wanted them to and the plants are now useless and may not even survive because they have been sitting with the courier for days. I had placed my order on 8th May and since nothing arrived for a long time I started enquiring . Although website says 3-7 days delivery I gave them the benefit of the doubt and waited for 15 days before my first phone call to them. When I put the order number to track it got the message it had been dispatched. Only to be told by customer service that that’s a standard message that goes out and my plants are not yet dispatched. At this point I was really fed up and disgusted and asked to cancel the order and refund me. Then to my surprise the plants appear the next day in a bad condition. When I called again I was told I should have got an email saying that the plants were going to arrive bit a dispatch note. Well nothing of that sort came to me nor a text or email. I have asked for a refund because now I have to go personally to another nursery and buy my plants which is a complete waste of time. I spent so much time looking online and since website should a healthy plant and good packaging I decided to order from Primrose. Never again will I order. Plants are poor quality and just need to go in the bin.”

Posted 2 years ago

Hi, I have looked into this order and can see that it has been resolved by my colleague. I apologise for this experience. - Meredyth

Posted 2 years ago

“I spent over £300 on a water feature and had money collected from account. Shortly afterwards I receive an email asking me to provide BAC authorisation code available from my bank before they could deliver order. Alternatively I was invited to pay again via paypal and theyd refund money originally paid! Bank says money has been paid to Primrose and they should never ask for BAC code and it is not policy for bank to provide one. Tried contacting but despite being 1st in queue never got through. Emailed and had automated response saying 5 day wait. Then I read reviews and am now worried that my money has been stolen and ill never see the item. Will pass details to Trading Standards and initiate reclaim via card provider.”

Posted 2 years ago

Hi, This code is requested when the website initiates a fraud check. I apologise for any problems experienced. - Meredyth

Posted 2 years ago

“Instigated complaint via my payment method, refund issued by them (not Primrose) after investigation. As others have indicated, Primrose is a totally unreliable company. In my case, plants did not arrive after I received notification they had been sent to courier. Not so. Interesting reading on Companies House re turnover of directors!”

Posted 2 years ago

Hi, I apologise for the experience you have had with us. - Meredyth

Posted 2 years ago

“My experience mirrors that of others on your website. I placed an order for plants on the 15th May and received an email 2 days later advising that my order had been despatched. Here we are on the 26th May and I have received nothing apart from 3 packets of seeds which arrived 2 to 3 days after their email. This leaves outstanding a total of 7 plants which have cost me well over £90. I am of course kicking myself for not having checked Primrose out online before placing my order. It is the first time that I have ever failed to do so for a new online supplier. I guess I allowed myself to be fooled by their strong position in Google's search engine rankings. Also I felt quite relaxed about placing an order with an online garden supplies company, having had good experiences with J.Parkers and Crocus (who were especially good). Had I taken the trouble to check them out properly online before placing my order, I would not have touched them with a barge pole. Think my best course of action is to cancel and demand my money back. I cannot see the plants surviving a 9-day transit and I suspect that they will be of very poor quality anyway if the reviews on this website are anything to go by.”

Posted 2 years ago

Hi, I am sorry to hear about your experience. As I have advised directly the plants have not been dispatched and are not with the courier. I will continue to assist via our email. I apologise for any confusion caused. - Meredyth

Posted 2 years ago

“Order arrived and the condition of the plants is appalling. This is all down to the lack of care before packaging. Petunias all long stems, dead leaves, dead flowers or stems where the flower was prior to packaging. Absolutely disgusting, waste of money.”

Posted 2 years ago

Hi, I truly apologise for your items arriving in this manner. I have contacted you directly to assist and resolve this for you. - Meredyth

Posted 2 years ago

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Primrose is rated 1.3 based on 643 reviews