Name: Primrose
Rating: 1.28

“We ordered plants from them on the 1st April, they took my money straight away, the same day in fact, but no plants have arrived as yet. I have sent a number of emails asking where my plants are but no response at all. Such terrible customer service. So pleased was I at first to think I had found somewhere to supply my plants I recommended them to others who, like us, ordered plants from them and so far have not received anything but their money has been taken. . Shocking company. I would not recommend these people to anyone. Appalling service.”

Helpful Report

Posted 4 years ago

“I have to echo the experience of the other customers here. I made a fairly large order coming to £126 at the beginning of April, largely because the website was promising delivery times for the items I chose between 2-3 days and two weeks. Included in the order was a £50 plum tree for my husband’s birthday. Most of my items have still not arrived (Including the birthday present) and the communication from the company has been inadequate. I did not even ever receive a confirmation of the order in spite of repeated requests and so it is impossible to track anything on their website. I cancelled and requested a refund for the non received items a couple of weeks ago. Four days ago I received a refund they sent through PayPal of 92 pence!! This is obviously yet another mess up but as yet no response to the email I sent asking them to rectify. In my opinion they accepted far too many orders at the onset of the COVID episode and are clearly unable to cope.”

Helpful Report

Posted 4 years ago

“My advice would be do not use this company under any circumstances. I placed an order in march as we entered lock down understanding it may take longer for plants to be delivered due to covid. Paid over £120 and received nothing but generic emails saying they were trying to fulfill orders. I eventually cancelled my order 3 weeks ago and requested a full refund, I am still waiting.”

Helpful Report

Posted 4 years ago

“Absolutely shocking service. I shopped online for plants out of lockdown desperation, trying to overlook the blatant overpricing of items. There was a clear message on the website about possible delays to orders (a perfectly understandable message, and something that I accepted). However, what I did not anticipate was that it would be seven weeks before parts of my order would start to arrive. Of the plants that have already been delivered, they look as though they have been taken out of someone's gutter. Subsequently, I have requested a refund and have so far received...radio silence. I completely appreciate that this is an unprecedented time and lockdown has presented so many barriers to businesses. On the other hand, I have seen so many small businesses adapting to lockdown, making timely orders and striving to flourish. Please do not place orders with this company; shop locally, shop small.”

Helpful Report

Posted 4 years ago

“- Placed an order (great so far) - They said in advance delivery would take longer due to COVID (fair enough) - Messaged me a few weeks later saying they were going to have to review my order and possibly cancel as they can't fulfill everything due to COVID (also fair enough) - Didn't refund me (hmm...) - Emailed to say they'd refund soon (suspicious... why not do it immediately if you know you're cancelling a customer's order?) - Emailed 2 weeks later to say they still can't process the refund, but will do so within 2 more weeks (ridiculous?!) - Have since contacted my bank to see how I can get my money back Fair enough if you can't fulfill an order, but to drag out a refund for a month (and still no guarantee of getting my money back from them) is ridiculous.”

Helpful Report

Posted 4 years ago

“NEVER NEVER NEVER USE Order over six weeks ago. No personal correspondence since taking cash. No delivery. Received email today saying can't fullfill part order and are going refund part of it. I'll not hold my breath. Hope they made worthwhile use of my intresting free loan I gave them!!!!!”

Helpful Report

Posted 4 years ago

“I paid in march for 3 plants 50 quids worth... I got the order confirmation, and that is the only communication I have received.. out of the blue 1 plant arrived after a few weeks of waiting, I mailed to say only 1 of 3 received... No reply to several emails, and web contacts.. out of the he 2nd of 3 arrived... Still no explanation or communication... Still waiting to see if 3rd arrives..??!? Also visit Trust Pilot to see amount of complaints... Stay away.. do no use...!!!!”

Helpful Report

Posted 4 years ago

“I ordered some plants & large troughs well over a month ago. I feel pleased (luckier than most here) that after a couple of weeks the plants arrived & are fine. However no sign of the troughs which were worth over £160. Repeated emails get no response & no phone calls answered. This is pretty shockingly bad service. I have just raised a complaint via PayPal to try & recover my £££s.”

Helpful Report

Posted 4 years ago

“Please do not buy from this company - they don't come up with the goods and they don't communicate. I ordered over £60 worth of plants and compost from Primrose towards the end of March and so far I have had 5 small geraniums and one bag of compost - I am awaiting the rest of the order still! I have emailed this company three times and I have put in a complaint via Paypal (my payment method), but so far no response whatsoever from this shambles of a company. I have purchased from Primrose in the past and have even recommended them to friends but never again! I hope everyone who has complained gets their plants/money back but I'm not sure if that is going to happen for me or anyone else - so, buyer beware and think very carefully before you make a purchase from Primrose.”

Helpful Report

Posted 4 years ago

“Just don't bother. Awful company and ethics. I've contacted half a dozen times now, through whichever way I possibly can considering the current situation. Nothing for over a month. I received 1 plant of the 3 I ordered about 6 weeks ago, and it's a pathetic 1ft in size when advertised on the website it was 3ft. It's as if they just thought "we'll send whatever" and don't care about their customers. I understand they are dealing in unprecedented times, but every other company seem to be offering support or at least communicating to their customers honestly and dealing with the situation. I doubt I'll ever see the other 3 plants I ordered, which is just awful really. They've closed all their phone lines so I can't speak to anyone about my issues too. Really helpful! Awful website. Awful products. Awful service. I won't use again and will be telling everyone else I know not to bother. I hope they've learnt from this.”

Helpful Report

Posted 4 years ago

“Just don't bother. Awful company and ethics. I've contacted half a dozen times now, through whichever way I possibly can considering the current situation. Nothing for over a month. I received 1 plant of the 3 I ordered about 6 weeks ago, and it's a pathetic 1ft in size when advertised on the website it was 3ft. It's as if they just thought "we'll send whatever" and don't care about their customers. I understand they are dealing in unprecedented times, but every other company seem to be offering support or at least communicating to their customers honestly and dealing with the situation. I doubt I'll ever see the other 3 plants I ordered, which is just awful really. They've closed all their phone lines so I can't speak to anyone about my issues too. Really helpful! Awful website. Awful products. Awful service. I won't use again and will be telling everyone else I know not to bother. I hope they've learnt from this.”

Helpful Report

Posted 4 years ago

“Plant and compost ordered on 6th April money taken from account I received the compost but no plant. No response to emails and no refund for missing plant. I want my £39.99 back. Useless company dont use them.”

Helpful Report

Posted 4 years ago

“We ordered an awning on the 22 April, after the order confirmation, we never heard anything from them. There is no way to contact them by telephone. We used the web form and we emailed them direct and did not receive an answer to either, They have almost a £1000 from us (lucky we paid by credit card) but no awning to show for it. A terrible service and very upsetting especially when there is enough other stuff to worry about. Stay away from them !!!! Whilst this company seems unable to respond to customer queries or deliver ordered goods, they seem to react to bad reviews quickly. But no surprise, still not answer on our order. Go figure ;-(”

Helpful Report

Posted 4 years ago

“We ordered an awning on the 22 April, after the order confirmation, we never heard anything from them. There is no way to contact them by telephone. We used the web form and we emailed them direct and did not receive an answer to either, They have almost a £1000 from us (lucky we paid by credit card) but no awning to show for it. A terrible service and very upsetting especially when there is enough other stuff to worry about. Stay away from them !!!! Whilst this company seems unable to respond to customer queries or deliver ordered goods, they seem to react to bad reviews quickly. But no surprise, still not answer on our order. Go figure ;-(”

Helpful Report

Posted 4 years ago

“I ordered plants on 30 March and was told up to 10 day delivery time. The money went out of my account on 31 March. 10 days later, no plants but a generic email to all customers saying delivery could be up to 2 weeks late. 2 weeks later - nothing. I contacted customer services several times to find out what was going on. On 4 May I asked for my complaint to be escalated. Within in an hour I received another generic/non-personalised email telling me that my order was cancelled and I would hear about a refund within 8 working days. One of my items did actually arrive, but was sent to the wrong address (the address on the invoice was correct but the address on the label was incorrect). It is now 9 working days later and despite contacting the company again, I have not received any indication that my refund is being processed. They have had my money since 31 March. These are difficult times, but some transparency is needed. If they can't fulfil orders, they shouldn't be taking them. All other on-line gardening suppliers are limiting the number of orders they take so they can still provide good customer service. Not Primrose - they are just plain greedy. Use another company, don't use Primrose”

Helpful Report

Posted 4 years ago

“They took my money straight away, and when the products weren’t despatched 2 weeks after the expected delivery date, I emailed them and got no response. Emailed again to request info on where my products were, no response. I then wanted to cancel my order, so did that, and got an email saying there would be a refund within 8 days (this is 1.5 months after initially ordering) and then 7 days after that they despatch my order?!?! With no refund given! I was under the impression my order was cancelled, and awaiting a much needed refund! This is the worst company ever, worst (non existent) Service ever! DONT USE THIS COMPANY!! I will be seeking advice from trading standards to claim a full refund.”

Helpful Report

Posted 4 years ago

“AVOID AVOID AVOID If I could give a zero score please . ordered 5/4/20, money taken, you can’t call , they don’t respond to emails . So frustrating. I just want a refund as I’ve ordered from somewhere else now. They say they have increased customer service by 50 % but I think that just means Karen takes her dog in with her now. Do not use this company”

Helpful Report

Posted 4 years ago

“It’s been over six weeks and no delivery and they don’t answer emails, they are a total waste of time, avoid them like the plague”

Helpful Report

Posted 4 years ago

“Ordered plants worth £250 no sign of them 6 weeks ago... emails sent no reply... was going to place another big order but will not now”

Helpful Report

Posted 4 years ago

“Primrose take your money do not deliver will not answer emails worst company I have felt with Ken Franklin postcode Dy130jt”

Helpful Report

Posted 4 years ago

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

Primrose Reviews