Primrose Reviews

Name: Primrose
Rating: 1.28

1.3 Rating 648 Reviews

6 %

of reviewers recommend Primrose

Company Reviews

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Metrics

1.3

Based on 648 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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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

“Rubbish! all been cut. Tap root cut off, most appalling examples ever. And the company are atrocious to deal with.. No communications. Just delay tactics. AVOID AT ALL COST!”

Helpful Report

Posted 4 years ago

Hi, I have contacted you directly in order to ask for additional information so I can resolve this with you. - Meredyth

Posted 4 years ago

“DO not buy from this website I purchased a fountain in december 2020. It still has not arrived. I spoke to them on many occasions and they stated that it would be with me within 10 weeks (even though it stated it was on stock). 16 weeks ;ater,they now state it is not available. So prices have gone up. I cant purchase it for the price i purchased it for, and they still have my money”

Helpful Report

Posted 4 years ago

Hi, The item you ordered was "Made to Order" and so the delivery time reflects that it is hand made with each order. I have contacted you to explain and resolve this with you. I apologise for any inconvenience caused. - Meredyth

Posted 4 years ago

“AVOID THIS COMPANY: I received 2 passiflora plants as a gift for my birthday (which I chose), both the same for just under £50. However, one of the plants was 2/3rds smaller than the other one and has now died. I have contacted primrose on several occasions, in every way possible and I am being totally ignored!”

Helpful Report

Posted 4 years ago

Hi, I have contacted you directly in order to assist and resolve this with you. I apologise for any disappointment or delay with the order. - Meredyth

Posted 4 years ago

“Order 564269 TAY CLEAR .. charge for what they don’t deliver!! They have failed to deliver over £100 worth of plants. They have shown me a courier picture one small box containing just one acer one my doorstep and that’s it. In view of the fiasco I cancelled a piece of garden furniture £480 and I’m still waiting for a refund. As I see it they have stolen a large amount of money from me. BE AWARE .. hard to get through anyone. STAY CLEAR”

Helpful Report

Posted 4 years ago

Hi, I have looked into your order and can see that you are currently resolving this with my colleague. I apologise for any inconvenience caused. - Meredyth

Posted 4 years ago

“Avoid this seller like the plague! Bought two large polystone troughs worth nearly £220 each. Delivery time was supposed to be 2-3days. Although there is a “track your order” site - it does not work. No one replies to your email and phone queues take hours. It eventually got delivered on day 6 after a lot of chasing up. The chap who delivered literally unloaded the plastic wrapped trough on a wooden crate at front door and had left.When we opened the package, one of the large trough had a large crack running across and had been stapled to keep it together! The whole trough came apart when we tried to move it away from the front door! Never had such an experience with shopping online!! Hope I will get my money back atleast and the company will collect the rubbish from my front door that they have left. Not until after the weekend apparently. Although they are ready to take money from you for new orders until 10pm and weekends, nothing can be done regarding a problem until weekday limited working hours. Never again!”

Helpful Report

Posted 4 years ago

Hi, I have contacted you via email in order to assist you. In terms of the collection the couriers will not collect over the weekend which means we have to wait until a working day. Primrose is open every saturday to help with queries. I apologise for any inconvenience caused. - Meredyth

Posted 4 years ago

“Ordered 3 x 10.5cm plants at a cost of £28.00 the attached photo is the three plants, extremely disappointed will never use Primrose again. Cannot upload the photo but all plants in 4cm pots two hard to see smaller than plug plants other 2cm big”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“A company to avoid. Received two large planters one damaged. They have refused to replace the dented one. The box it came in was fine, so it must have damaged before packaged up.”

Helpful Report

Posted 4 years ago

Hi, I am very sorry to hear this experience. The item purchased is out of stock which is why we cannot replace it however that does not mean that we cannot refund it for you instead. I have contacted you directly to resolve this.- Meredyth

Posted 4 years ago

“DO NOT USE. I never leave negative reviews, I would rather say nothing normally and tend to just leave positive where service has been great but don't want anyone else scammed by this company. Out of 4 items paid for only 1 was ever delivered although they took all my money upfront. I have had absolutely no luck finding out where other items are or how I can get a refund if they are not coming. It was a considerable amount of money for me to spend and was a bit of a mothers day treat to myself as is a very difficult time for me. And they have basically stolen my money right now instead. The one item that did arrive I saw in B&Q a few days later for half the price and the same quality. I have raised a dispute with PayPal but really concerned how I will ever get my money back as the phone line goes dead when you call and they do not reply to emails. Save yourself from my misery and avoid. Wish I had checked reviews properly. Website is highly deceptive of their professionalism.”

Helpful Report

Posted 4 years ago

Hi Katy, thank you for your review. I am sorry to hear of your experience. I have emailed you with more information. I do apologise for the inconvenience caused. -Lily

Posted 4 years ago

“AVOID. Absolute bunch of amateurs who lure you in to spending with false info on their web site, grab your money, fail to communicate with you, then when you do manage to get any answer from them, tell you they don’t have the product anyway. Refund apparently takes a week! Must think we are mugs. Living in the dark ages. Just avoid and use the better professional companies. Time wasters.”

Helpful Report

Posted 4 years ago

Hi, I am very sorry to hear your experience with us. I can see that my colleague has assisted and resolved this with you. -Meredyth

Posted 4 years ago

“Absolute joke to deal with. They took my order, confirmed a delivery date, waited all day and nothing arrived. Called several times (takes approx an hour to get through) they had no idea where the product was or why it had not been delivered. Third time calling them, I was told the order was out of stock. This was several weeks after due delivery date. AVOID AT COST! ABSOLUTE JOKE!”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“Ordered 6 mock orange shrubs which were advertised as ‘bare root 2ft tall plants’ - what I received were 6 tiny little twigs in small square pots which measure no more than 20 centimetres from the base of the pot! Contacted Customer Services via email, as it is impossible to get through on the phone - was offered a £10 discount on the total value of the order which I felt was insufficient seeing as the plants are not what I ordered, and 3/4 smaller than they should be. Customer Service has been extremely poor with long delays in between correspondence. I was told I could return the plants via courier, but due to the delays in contact I had to unpack the plants. I am really disappointed in you Primrose, as I have never had any issues before and have always been impressed with your communication and products.”

Helpful Report

Posted 4 years ago

Hi, I have contacted you in order to resolve this with you directly. I apologise for the experience that you have had with us. - Meredyth

Posted 4 years ago

“On the 2nd February placed order money taken from my account that day called to see where my order was on the 8th February told it was on its way received one part of my order on the 10th February the plant was half dead in parts leaves torn and broken that day I spoke to someone called dean sent photos to him told to wait 3 weeks to see if the plant picked up absolute joke called and spoke to a lady called Emmy she apologised and said I was getting a refund in full this was 16th February on the 19th February second plant arrived called again and spoke to a gentleman told him I had just received second plant and it was dead I asked if it had been in delivery with first plant as it looked as though it had been in the box for weeks he said it could well of been he told me my refund would be in my bank account £167.97 what a load of rubbish today is 18th March I have emailed them for a week no reply tried telephoning the last few weeks to be put in a queue very strange that when I first had the problem I called each time I got through straight away I would be grateful if someone from this company could get in touch to resolve the problem and to give me my money back it is absolutely appalling this company is doing this to customers”

Helpful Report

Posted 4 years ago

Hi, I have looked into your order and can see that my colleague has requested the full refund for you which has been issued by accounts. I apologise for any inconvenience caused. - Meredyth

Posted 4 years ago

“My plant arrived very quickly and was extremely healthy looking, very impressed Thank you Primrose”

Helpful Report

Posted 4 years ago

Hi, I am very happy to hear that the order has arrived and that you are happy with it. Thank you for taking the time to leave a review. - Meredyth

Posted 4 years ago

“Ordered from them on 28th Feb with 5-7 day delivery, had nothing heard nothing, emailed, had no reply, rang couldnt get through and went dead, rang again but this time to new orders and surprise surprise they answered but transferred me and i was SEVENTEENTH in the queue, so wish I'd seen the reviews, I will get my money back from this shame of a company!!”

Helpful Report

Posted 4 years ago

Hi, I have contacted you directly in order to assist and resolve this with you. I apologise for this experience that you have had with us. - Meredyth

Posted 4 years ago

“CategoriesBlog My ReviewsMy Settings HelpLOG OUT Leanne RoseGB For companies Your review counts! You reviewed Primrose Absolutely terrible customer service - avoid at all costs!!!! Ordered £274 worth of trees and accessories on 2nd March. Money taken immediately for up to 7 working days delivery. Emailed on the 10th March- still no response to this enquiry. Called 4 times on the 11th (by the way the company only answer the new order line so press 1 in the options, in my experience line 2 which is for existing orders, is never answered). Told stock allocated, they will chase up and come back to me as no tracking info. On the system. Called twice on 13th March, promised an update by Monday latest as my stock was allocated on the 11th. Called again today and it is now out of stock till April!! Requested a refund and to speak to a manager but was told they are not giving out details and the Customer Care Advisor couldn't even authorise my refund. Worst customer service ever. We are all running businesses in a pandemic and prior to today I have been very patient considering all the other nurseries including Hayloft, YouGarden and Hedges Direct have delivered excellent products all within this timeframe. Still awaiting refund or any communication from primrose.”

Helpful Report

Posted 4 years ago

Hi Leanne, thank you for your review. I am sorry to hear of your experience. I will now look into this for you and I will email you to assist you further. Apologies for the inconvenience caused. -Lily

Posted 4 years ago

“We bought 1000GBP of plants, and they were delivered 10 days ago. Problem, i am still awaiting for the soil!! The customer service takes more than 30 mn to answer, and the only thing i get is "we apologise". As usual, it s a poor lady on the phone who is absolutely not responsable of the mess. I then ask a supervisor to call me back. Still waiting, and that was 5 days ago! BTW, i also tried to communicate by e mail. No result whatsoever. Stay away from this company.”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“Update on below: full refund received and purchased a pond pot from S.E Marshalls & Co, arrived in 2 days, what a contrast. Possibly the worst shopping experience I’ve ever had. Ref order number 5665648. I ordered a pond in a pot that was in stock and would take 3-5 days. When I phoned to phone why it didn’t arrive I got to the front of the 20 minute queue twice only to get cut off without speaking to anyone. Once I finally got through was told that it wasn’t available but Akita was going to contact me within 2 hours by phone and email to resolve this but never came back. Mother’s Day ruined and £150 lost. Avoid at all costs, very sad 😞”

Helpful Report

Posted 4 years ago

Hi, I have looked into the order and can see my colleague Akila has assisted. I apologise for any inconvenience by this order. - Meredyth

Posted 4 years ago

“One of the worst online shopping experiences I've ever had. Paid £430 for an item, no conformation, email thank you or anything. I sent 4 emails to ask where item is, no response. Tried to phone, always same number in phone que, even at 9am when it gets to your turn phone disconnects. Eventually had to go through PayPal. I'd avoid this company at all costs.”

Helpful Report

Posted 4 years ago

Hi, I have looked into this order and can see that my colleague requested a refund from your Facebook conversation rather than Paypal as no dispute was opened. I apologise for any confusion caused by this experience. - Meredyth

Posted 4 years ago

“Primrose sent me a defective bare root Gage fruit tree with a huge sucker growing from the root stock; had it been planted, all the energy would have been sucked up by the root stock and the plant wouldn't have produced many gages at all. I rang them the minute I received the plant and asked for a replacement. Their call centre staff were nice but didn't know a thing about fruit trees and I had to explain the problem in detail. I emailed a description of the problem and photo. The "gardener" at Primrose told the call centre person to tell me to "cut it off", meaning this rootstock sucker. 1) I shouldnt have to and 2) the wound would have been left open to infection and more suckers would have grown in it's place. The sucker was 2 years old and should have been cut off by nursery staff when it first appeared; because it wasn't it has grown substantially and taken a big percentage of the energy that the fruit baring (scion) part of the tree should have had. A week after my initial call, I was nowhere further. I asked for a refund and they only offered to refund the plant and not the postage and stake and tie I had ordered. I have never experienced such appalling customer service - how can it take a whole week to decide whether to replace or refund? I'm a professional gardener and usually buy from nurseries; I should have known better than to buy from Primrose. A sorry tale.”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“No plant delivered. Pathetic customer services takes days to answer. Got a refund eventually. DO NOT USE”

Helpful Report

Posted 4 years ago

Hi, I am sorry to hear that your experience has not been good. I have looked into it and can see my colleague has refunded it in full. I apologise for any inconvenience caused. - Meredyth

Posted 4 years ago

Primrose is rated 1.3 based on 648 reviews