Primrose Reviews

Name: Primrose
Rating: 1.28

1.3 Rating 648 Reviews

6 %

of reviewers recommend Primrose

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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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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

“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

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”

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Posted 4 years ago

“Ordered plants on 8th April, money taken from account next day, have emailed three times as to when we may receive ordered plants, have not had an answer, disgusting way to treat a customer, quick enough to take the money - where are the plants?”

Helpful Report

Posted 4 years ago

“STOP TAKING ORDERS IF YOU CAN'T MANAGE THE ONES ON ORDER ALREADY! I placed an order 1 month ago, the reason for placing the order with Primrose was that they said a 5 - 7 day delivery. I specifically only selected plants that were available in this delivery time frame, as I wanted to start working on the garden to keep my sanity. I understand that we are in unprecedented times, and I have understood their position up until this point. I have had NO communication from the supplier, even after sending 2 emails and 1 instagram message to ask whether it would be better to cancel the order and place with another supplier seeming they are inundated and then yesterday I received 1 of my 12 plants in the post with NO email to say it was on the way. In addition the website is now saying 3 - 5 days delivery again - why is the company stating this if they are unable to fulfil the orders they already have on?? I look forward to hearing from someone! - but from reading the other comments I won't hold my breath”

Helpful Report

Posted 4 years ago

“Same problems as everyone else. Substantial order placed on 27th March. One small item received without any explanation where or when I’d receive the rest. Several emails sent and generic replies just fobbing me off. I’ve asked for a refund but nothing received. I’ve ordered items from Amazon and ebay, with no problems. Wished I’d not discovered Primrose.”

Helpful Report

Posted 4 years ago

“Ordered on 2 April and 6 weeks later we still have no idea when and if our plants will be delivered. Impossible to speak to customer service, all we get is a generic email every 7-10 days saying that there are delays and possible cancellations. I understand Covid has created a surge in demand and logistical issues, however when we placed our order they were actively advertising online, so it feels like they were just greedy, trying to get as much business as possible without being able to fulfil it. They haven't allowed us to cancel the order, meaning we can't plan our garden as we don't know when things will get delivered. Terrible!”

Helpful Report

Posted 4 years ago

“I really wish I had read more of these reviews, placed order in April received compost...NO PLANTS. Gave benefit of the doubt that they would turn up but NO....not arrived and their phone is on answerphone, no reply to several emails. They have my money of course!”

Helpful Report

Posted 4 years ago

“Words fail me. There has been no action from you whatsoever. Every other mail order company I have dealt with over the past 2 months M&S, Amazon, Mindful Chef, Pipers Farm, Naked Wine, Cotswold etc has delivered more or less on time. If you cannot provide the items then refund my money!!!! Rod”

Helpful Report

Posted 4 years ago

“Ordered plants beginning April and £90 taken immediately. Since then nothing has arrived and Primrose won’t answer my emails. Yet they are still advertising the plants with the same delivery times. Social media is awash with the same criticisms of Primrose.”

Helpful Report

Posted 4 years ago

“Payment taken over a month ago but no order number and no delivery. Legal proceedings the only way forward.”

Helpful Report

Posted 4 years ago

“Placed an order for plants and a growing house at the end of March. Received growing house towards the end of April but no plants. Still waiting for plants. I have now cancelled the order and have a growing house with no plants and so far no refund. Promises about delivery keep being broken. They are obviously taking our money without having any stock and not even knowing when or if they will get it. This is not acceptable. Customer service appalling and they were quick to disconnect their phone service in order to avoid complaints. Poor just doesn't cover it.”

Helpful Report

Posted 4 years ago

“Placed an order 6th April.... no response to emails. Telephone lines not working!!! I have eventually traced that my order was despatched 2nd May. Fantastic?? Not !!!! its 11th May now and no sign of it. The courier company say it 'should' arrive tomorrow, providing they have a driver. Im guessing the bedding plants will be DEAD on arrival!! to make matters worse I have another order that hasn't arrived either. £600 in total! Disgrace doesn't come close. How can they take money on the same day as the order. and offer NO follow up. Covid 19 is just an excuse for a badly managed company”

Helpful Report

Posted 4 years ago

Primrose is rated 1.3 based on 648 reviews