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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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

“Dreadful company. Placed order in February and initially was sent the wrong products. After a couple of weeks managed to have the incorrect items collected but over the coming 4 months and numerous calls and emails, plus lots of being on hold and then finally just being cut off, still was being fobbed off with delivery would be SOON! Never came and in the end had to put in a request with Paypal to get a refund. Will never use again.”

Helpful Report

Posted 2 years ago

Hi Mark, I'm sorry to hear about your experience. I have contacted you directly to request further information so I can help resolve this for you. -Lily

Posted 2 years ago

“i recently bought 5 bags of stones. i weighed each bag. it was supposed to be 20kg each bag. 2 bags were opened. these were the weights of the bags of stones. 16.2, 17.1, 16.7,13.3, 17.6. instead of getting 100kg of stones i received 80.9kg. 19.1kg missing. i am very disappointed with your service. when asked about it, i was asked to send photographs.”

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Posted 2 years ago

“Regrettably I have to give 1 star. My experience was terrible: 1. conflicting information about delivery date 2. poor quality product (metal garden pot) 3. the pot opening was smaller than described ie. the dimensions were only listed for the full width but the opening is narrowing meaning my pot wouldn't fit. This should've been made clear. 4. customer service argued the point when I tried to return and wanted me to pay for the return until I mentioned the Trades Descriptions Act. I will not use again. Cheap materials and just not worth the trouble.”

Helpful Report

Posted 2 years ago

“I have to agree with a lot of the reviews and I wish I’d done more research when placing an order. I ordered some vegetable plants in May for dispatch by the end of the month. I’ve called weekly and been told each time ‘ they’ll be there next week and we have a problem with our nursery’ Up until last week, they were still selling them online. I don’t even think the plants exist or are even alive at this point. So why didn’t I request a refund? Well I was going to but all other retailers were sold out, my seeds had failed and I was also told that I wouldn’t be getting my postage refunded because the one small packet of seeds did actually arrive. Absolutely avoid this company and don’t make the mistake I did.”

Helpful Report

Posted 2 years ago

“Avoid at all costs I paid over 50 pounds for 3 plants two of which arrived in a very poor condition and have now died. No response from customer services. 😕 Don't waste your money. Have photos to prove but no way of uploading.”

Helpful Report

Posted 2 years ago

“Awful customer service, don't buy from them. Plant arrived in broken conditions and customer service did nothing to help”

Helpful Report

Posted 2 years ago

Hi, I'm sorry to hear about your experience. I have looked into this for you and can see my colleague has resolved the issue for you in the meantime. Apologies for the inconvenience caused. -Lily

Posted 2 years ago

“The worst company.... DO NOT BUY ANTHING FROM THESE PEOPLE. I paid almost £1800 for outdoor furniture including the packaging service to be delivered to my elderly parents. 10 days after placing the order I chased to see where it was and I was told it was out of stock. They checked again and said it would be delivered the following week. The courier called and said they would deliver but would not offer the unpacking service. My elderly mother said they had paid for this and the courier refused to deliver and somehow managed to cancel my order. After a lot of calls and livechats to Primrose I was promised to receive the order the following Monday but again, nothing arrived. Again, lots of calls to priomrose which were met with surprise as their system stated the order was delivered which it was not. We had a call from primrose a few days later (two ladies called Angela and Antonia) who were very nice and promised the order would arrive today. Obviously nothing has arrived and my mother called to get an arrival time and was told that the courier had cancelled the order. Every time you call (if you can get through) they just give you the same BS of "we will check with the warehouse" it has now been over a month since I placed my order and we have not received anything This company is a joke, run by children and I believe it might actually be a scam. AVOID AVOID AVOID AVOID”

Helpful Report

Posted 2 years ago

“Absolutely awful - ordered a large number of veg plants January 2022. It’s now the beginning of July and despite repeated contacts with the (useless) customer service team nothing has arrived.”

Helpful Report

Posted 2 years ago

“Appaling! I couldn't trace my delivery. I sent 3 messages via their website and I still haven't had an answer to any of them 2 weeks later. My delivery still hasn't arrived (although it was promised within 3-5 working days) either and I don't know when it will arrive because their carrier Yodel is a complete mess.”

Helpful Report

Posted 2 years ago

“Order confirmation said plant would be delivered in 2-5 working days. After six days - no plant and I was becoming concerned about the plant being in transit for so long. Every time I emailed an enquiry asking where it was I got a reply asking me to "Recommend Primrose" . Eventually I got into an online chat with Primrose who told me that it had been "Merchandised" ie given to courier 6 days before and they would contact me at end of week to advise delivery date (by which time the plant would have been in transit for at least 10 days . So I said that was unacceptable and I would like my money back. They said sorry, couldn't cancel order or have money back as it had already been "Merchandised". Amazingly, a very small pathetic plant arrived the next day. Very loose, not enough soil - obviously had not been grown in that pot just pulled up from somewhere and dumped in pot. No other soil in packaging so it hadn't fallen out. Fortunately the plant was only £14.58 so not a fortune but a complete waste of money - my first and last order with Primrose. My next email will be to Trading Standards. Don't be tempted to use this company. I have photos if anyone would like to see them.”

Helpful Report

Posted 2 years ago

“Avoid like the plague,a scam, good luck in getting your money back”

Helpful Report

Posted 2 years ago

“more fuel on the fire I'm afraid - ordered and paid for plants - they didnt arrive - no proactive contact and when I emailed regarding non delivery, all I got was a "ticket" number - nothing ever happened1 I wish I'd read the reviews before ordering AVOID AVOID AVOID”

Helpful Report

Posted 2 years ago

“Sent 3 chasing emails now still had no response whatsoever. If the items can’t be supplied just make the refund and tell me.”

Helpful Report

Posted 2 years ago

“Second order with this company and second let down. First order was for a 5ft tree that arrived just under 3ft . When contacted the company just stated ‘ it would grow ‘ even though I had paid for the 5ft as opposed to the cheaper 3ft. Second order place a few weeks ago and paid for plants and email received weeks later stating they were delighted to inform me the order had been dispatched. The following day email received stating a refund had been processed that could take up to 5 days . When contacted they simply stated they were out of stock and dispatch email was a mistake…… disgraceful… they accepted an order and full payment yet didn’t even offer an explanation as to cancellation until I contacted them. If this is the way they conduct business and treat customers then hopefully their business WONT grow like they stated my overpriced tree would !!!!!”

Helpful Report

Posted 2 years ago

“AVOID, AVOID, AVOID I ordered 4 cherry blossom trees for delivery in early June. I made some initial contact with customer services to find out more about delivery dates because I knew I was unavailable for some days. The customer services representative was abrupt and rude. When the date came round, I chased numerous times (via email to the original representative) to find out whether my items had been despatched. I then used the chat feature where a customer service representative told me that it would be with me by the end of the week. I queried stock levels as the website was saying not available until January. I was again told that the order had been processed and would be with me between 2-4 days. She promised to confirm my order via email, but I'd heard nothing. So I got in touch with the chatline AGAIN and was told it hadn't been sent out and finally that it was out of stock. Although he did send me someone else's tracking details and postcode before that. Finally I have requested a refund, which he has promised that he has processed - but let's see if that actually comes. I will be raising a dispute ASAP if there is no sign within a few days and also sharing the SCAM that is this website. If I could give less than one star, I would!”

Helpful Report

Posted 2 years ago

“Absolutely atrocious online garden centre. I ordered £300 worth of plants for the first time and according to their courier they delivered the first package to my address yesterday and left it in a secure location despite the fact I was in the entire day and no delivery driver turned up! No calling card was left and no proof of delivery has been obtained. Primrose are ignoring all of my chasers and queries. Avoid them at all costs, they are cowboys!”

Helpful Report

Posted 2 years ago

“Oh dear seems I’m not alone. Ordered plants 16/5 delivery said mid/late May and still not arrived. No customer service follow up had to chase 3/4 times. Only respond to web chats. Said delayed and gave a new date after having spoken with supplier. When this date came and went chased again and was told problem with supplier and don’t know when it will be delivered! Still processing orders on website. Shocking company who don’t know what customer service looks like. Probably have problems getting a refund. We shall see”

Helpful Report

Posted 2 years ago

“I’m very concerned and wish like others who have written reviews that I had read them first. I ordered a water feature. I had to order over the phone as the website wasn’t taking off the discounts and even WAYNE couldn’t get the website to work. However I persisted (stupidly) with the order and what a surprise…no water feature. No sensible response to emails as yet. Oh dear Primrose what a disaster you are…”

Helpful Report

Posted 2 years ago

“Wish I'd reviewed Primrose.co.uk on trustpilot before I purchased my plants. Ordered on 31/05/22 with 7 to 10 working days delivery (they only work 3 days, less, if there's a bank holiday). Left 2 email queries 146428, 149876 (chat line non existent) to when order would be dispatched then latter to cancel order and obtain refund. No reponse. I doubt if I'll see my money again and feel upset as I thought this was a reputable company going by their professional Web site.”

Helpful Report

Posted 2 years ago

“I don’t even know where to start, this company has been awful. Ordered on 14th June and nothing delivered by 17th June even though it was a 1-2 days delivery service. We had no dispatch email saying when it was going to be delivered, couldn’t get hold of anyone on the phone, it started ringing but then just hangs up on you. Only managed to get an answer through email to be then told that we’ve already received the goods on the 9th June and to check around our property as it could be hiding somewhere. Amazing how they delivered them on the 9th but didn’t order until the 14th, must be mind readers! Sounds like they don’t have a clue who’s order is who, they argue with you and won’t listen to what you have to say. Never would recommend this company and never will use them again. It’s actually quite scary that you give your money to companies like this where they just take your money without any goods.”

Helpful Report

Posted 2 years ago

Primrose is rated 1.3 based on 648 reviews