Name: Primrose
Rating: 1.28

“Will NEVER EVER USE AGAIN. Incompetence and lies, that’s Primrose. They won’t send a single email to a customer and all we are hearing are different stories - here’s a tip - don’t sell a product if you don’t have it in stock.”

Helpful Report

Posted 3 years ago

Hi, I am sorry to hear about your experience. I have looked into this experience and can see my colleague has resolved this with you. - Meredyth

Posted 3 years ago

“I have ordered 4ft 'Boskoop Glory' Large Grape Vine | 4.5L Pot and 3ft 'Phoenix' Grape Vine | 4.5L Pot . However, one of the vines wasn't in the condition I expected it to be in. Most of the leaves were dry and yellow and some of the tendrils and stems were damaged. I emailed them for solve the problem and this is their reply: "Unfortunately this can be a common issue across the main order plant industry, our nursery have made the following comments regarding this: Transit of plants can be mildly traumatic, being uprooted and unwatered for the period of transit, especially in the warmer months, though this rarely results in any issues with the plant once it has arrived and is planted. They can only advise to keep the plant well-watered, and continue to monitor its progress over the next 3-4 weeks.I'd recommend watering the plant either early morning or late in the evening, to prevent the evaporation of water, allowing the plant to get as much as it needs. If the condition of the plant does not improve after this time, we can take further action. "”

Helpful Report

Posted 3 years ago

Hi, I am sorry to hear you are not happy with our resolution. We did show your plant to the nursery and this was the advice they have given. If we can assist any further please do let us know. - Meredyth

Posted 3 years ago

“Parcel still not arrived Response from Primrose states they have contacted me directly….they have not and since I’m working from home can see no reason why they say the delivery failed… not impressed Just seen an email from Primrose, not exactly direct! Also they state a card was left, no one tried to deliver or drop a card, that is untrue Update; promised re/delivery, again waited in all day to no avail. I have listened to their answering machine for nearly an hour without moving in the queue, I can only assume it’s other people complaining. I have asked by emai for them to cancel and refund it is now 13 days since I ordered a simple product. This is absolutely disgraceful customer service, do not buy from this company Eventually got through to Doreen at Primrose who said they would deliver on the 11th, told her I’m not interested and want a refund…told that would take 5 days when everyone knows BACS are almost instant. Rubbish company”

Helpful Report

Posted 3 years ago

Hi, I am sorry to hear about your experience. I have looked into this and can see my colleague and myself have resolved this with you. - Meredyth

Posted 3 years ago

“Very disappointed with our Hadleigh 6 seater set . chair's are extremely poorly made making them difficult to assemble. One chair badly engineered making it impossible to assemble Table was scratched top and sides .very poor quality for 599 pounds”

Helpful Report

Posted 3 years ago

Hi, I’m really sorry for the experience you’ve had with us, I’ve sent you an email to hopefully resolve your issue and make up for the service you’ve had. - Meredyth

Posted 3 years ago

“I ordered a plant from Primrose and received an email to say it has been despatched. A good few days later, I received another email to say that they couldn’t fulfil my order. So, why tell me it had been despatched?! Seems dishonest. A lot of time wasted making sure someone was home. I could have shopped elsewhere in the time it took them to inform me. A complete joke.”

Helpful Report

Posted 3 years ago

Hi, I apologise for the experience and service you have had with us. I completely understand your disappointment. I have looked into this order and can see the dispatch email was sent in error. - Meredyth

Posted 3 years ago

“Runner Bean Plants and Courgette Plants ordered on 28th June, your site stated that a delay of up to 10 days (presumably due to covid) this was just about acceptable. I telephoned on 14th July as no delivery had arrived, very unsatisfied as I was promised that I would receive delivery the next week - as it was too late to order substitute from an alternative supplier I reluctantly agreed to this final delay. I finally received delivery this morning -(6th August) Totaly unacceptable. given the size of the plants I suspect that they where not even planted as seeds when I placed the original order (i could have planted new seeds myself at time of ordering and the plants would be bigger now!!!) I was happy to sent them back (as per distance selling legislation)as they are no longer fit for purpose (I have been harvesting my existing beans and courgettes for the past two weeks). having requested A REFUND IT WAS REFUSED WILL NOT BE USING AGAIN AND ADVISE AGAINST!”

Helpful Report

Posted 3 years ago

Hi, I’m really sorry for the experience you’ve had with us and I can understand your frustration, I’ve sent you an email to hopefully resolve your issue and make up for the service you’ve had. - Meredyth

Posted 3 years ago

“I ordered 4 Bamboo plants on 28/7/21. At a cost of £189.95. They were to be delivered within 2-4 working days. After 5 working days I attempted to contact Primrose. Their customer service telephone line takes ages to get through, so I tried Live Chat. The operator left the chat, without me having an answer. The following day I tried calling again and waited the ridiculous amount of time it took to get through. The girl on the phone told me they are simply agents for the nurseries. I got the distinct impression she could not care less. No interest, complete lack of knowledge, and real cold vibe. So the fact they are merely a third party is very apparent. She said she’d call me back and did not. I read all the awful reviews at this point and decided I had prob dodged a bullet. The next day I called selected the sales option and was connected to an operator immediately. Requested a refund and have written confirmation it’s happened. Lesson learned. Avoid this company. There are so many amazing local garden centres, stick with those instead. Primrose are not reliable, and appear to not care in the slightest.”

Helpful Report

Posted 3 years ago

Hi, I apologise for the experience and service you have had with us. I completely understand your disappointment. I have contacted you directly to assist and resolve this for you. - Meredyth

Posted 3 years ago

“I received a tree that was a third of the size ordered and promised. When I complained I was offered a partial refund which was not even a third of the price. When I refused the offer no one got.back to me until I asked for a refund. Now I have no tree and have to wait in for the tiny tree to be collected. This has taken a month to resolve with no explanation or apology. Will never use again .”

Helpful Report

Posted 3 years ago

Hi, I apologise for the experience and service you have had with us. I completely understand your disappointment. I am currently resolving this with you directly. - Meredyth

Posted 3 years ago

“I wish I read the reviews before ordering. What a load of rubbish. Order was due to come in 3 parts. First one arrived, 3 boxes of plants absolutely battered, sent pics to customer services, which apparently wasn't enough evidence of damage. Second batch of plants didn't arrive. Was told 4 different stories 1) had been dispatched 2) out of stock 3) Cancelled in error would be here in 7 days 4) Cancelled in error would be dispatched in 7-10 days. The only item that did arrive undamaged was compost, which is ironic as I have nothing to plant. Still awaiting refund, will have to do chargeback from bank. Terrible from start to finish”

Helpful Report

Posted 3 years ago

Hi, I am sorry to hear about your experience. I have looked into this experience and can see my colleague has resolved this with you. - Meredyth

Posted 3 years ago

“recived. two more rose bushes today really very happy they came within a few days really immpressed will reccomend to family and friends.thank you.”

Helpful Report

Posted 3 years ago

Hi, I am pleased to hear that the order arrived quickly for you to enjoy in the garden.Thank you for your review.-Meredyth

Posted 3 years ago

“I waited three weeks for my order to be delivered and they only delivered 1 out of 5 items. The service was so appalling that I said I didn’t want to wait any longer for the others to be delivered so just a refund. However, they refused to give me the delivery charge back insisting I got one item. I’m happy to pay a delivery charge if I get all my deliveries!”

Helpful Report

Posted 3 years ago

Hi, I’m really sorry for the experience you’ve had with us and I can understand your frustration, I’ve sent you an email to hopefully resolve your issue and make up for the service you’ve had. - Meredyth

Posted 3 years ago

“Ordered a water feature, last year. Had to buy extra lead as it was not as described. 10 days ago the pump malfunctioned. I contacted them as it was under warranty ( joke).Despite numerous Live Chats I am no further forward. Apparently some staff are working from home so “cannot contact the appropriate department “. I sent a photo of the pump with all the relevant numbers on it . Made no difference. I rang them seven days later, after waiting 35 minutes on the phone I was promised a call back that day. It didn’t happen. This company has no concept of customer service, no empathy. The only thing they do well is take your money. Pity there isn’t a section for 0 stars.”

Helpful Report

Posted 3 years ago

Hi, I apologise for the experience and service you have had with us. I completely understand your disappointment. I have contacted you directly to assist and resolve this for you. - Meredyth

Posted 3 years ago

“I wouldnt even give this company one star, cant get hold of on the phone, order given on 8 may and paid £82 chased after a month to be told plants were late developing due to weather and would be with me by end of June, chased a few days ago as still not received to be told they were despatched in may which contradicts what I was told in due, apparently my refund is on the way fingers crossed and now too late in the season to be bought anywhere else.”

Helpful Report

Posted 3 years ago

Hi, I am sorry to hear about your experience. I have looked into this order and can see my colleague has resolved this with you. - Meredyth

Posted 3 years ago

“Ordered a summer house in March and paid £4600. Expected delivery in July so called last week to be told it would be coming yesterday…didn’t arrive. Queued forever to speak to customer services only to be told my order had been cancelled but if I wanted to reorder the price is now over £7000.!!!!! THEY STILL HAVE MY MONEY and gave promises twice that somebody in authority will call me back to rectify this.. STILL WAITING😡”

Helpful Report

Posted 3 years ago

Hi, I have looked into this order and can see it has been cancelled and refunded. A supervisor will be in contact shortly to explain this for you in more detail. I apologise for any disappointment caused. - Meredyth

Posted 3 years ago

“Avoid like the plague! - I ordered a summer house and paid for it 3 months ago - during this time I called 4 times to confirm the delivery date was still ok - I proceeded to have the concrete base built, put furniture in storage and book holidays to assemble it. I even called the week before delivery. On the day of delivery as we waited at home I called again- they said they had cancelled the order because the prices had changed. I now have a concrete base tailored to that summerhouse, furniture in storage, and prices elsewhere have gone up in the meantime. Primrose avoids any communication whatsoever, no returning of calls or emails. See attached photo base waiting for summerhouse - So far primrose had left me high and dry.”

Helpful Report

Posted 3 years ago

Hi, I am sorry to hear about the preparations you made for the item. The supplier unfortunately did cancel the order and so we were left with no choice but to cancel for you. A supervisor will be in touch with you as soon as they can to explain in more detail. - Meredyth

Posted 3 years ago

“Plants arrived in poor condition and most have since died. Asked Customer Services - very unhelpful and refused to refund. Asked for voucher or replacements, CS didn't reply.”

Helpful Report

Posted 3 years ago

Hi, I am sorry to hear about your experience. I have contacted you directly to request further information so I can assist. - Meredyth

Posted 3 years ago

“Placed an order and received a dispatch notice. The delivery company marked item not received two weeks later. Chase with customer service to be informed the items are sold out. So why was I informed of dispatch. I will avoid in future.”

Helpful Report

Posted 3 years ago

Hi, I am sorry to hear about your experience. I have looked into this experience and can see my colleague has resolved this with you. - Meredyth

Posted 3 years ago

“I ordered beans and peas they arrived over a month late- if I had sown them when I ordered I would be harvesting by now. They arrived very poorly and inadequately packed, squashed and some are dead. Can’t seem to be able to upload images on this site. The delivery did not give me a time slot and came without prior announcement when I was out, and didn’t leave as instructed. Then package was left for at least 3 days in their warehouse which could account for some of the abysmal state. I am very very disappointed.”

Helpful Report

Posted 3 years ago

Hi, I’m really sorry for the experience you’ve had with us and I can understand your frustration, I’ve sent you an email to hopefully resolve your issue and make up for the service you’ve had. - Meredyth

Posted 3 years ago

“Primrose offer an extremely large range of products some of which are supplied direct from themselves & others which are sent direct from the manufacturer/supplier. IMO it would be almost impossible to get everything right all of the time. In our case we ordered a Fincus plant 100cms tall in a 23cms pot which was on sale at under £30.00. It arrived as promised within the 5 days, perfectly boxed and protected. A lush healthy plant exactly as advertised which exceeded our expectations. We have no complaints whatsoever !!”

Helpful Report

Posted 3 years ago

Hi,Thank you for your review. It is lovely to hear you have enjoyed this experience with us.- Meredyth

Posted 3 years ago

“I ordered a 4ft photinia the same day after recieving an email saying it's back in stock. Once arrived, two days later, it was barely 3ft. I tried to call but they like their weekends off so I emailed. Took them a week to get back to me, trying to tell me there was no such thing as a 4ft. The offer was a limited time offer (must have been three minutes) and proceeded to send me a copy of my order to prove me wrong, although height was never mentioned their end. I felt it necessary to screenshot and send over my emails and order confirmation which clearly states 4ft. I feel like they actually don't care in the slightest. Awaiting further instructions for a return.....”

Helpful Report

Posted 3 years ago

Hi, I’m really sorry for the experience you’ve had with us and I can understand your frustration, I’ve looked into the order and can see my colleague has now resolved this for you. - Meredyth

Posted 3 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