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.