Name: Primrose
Rating: 1.28

“Purchased a polytunnel from them arrive swiftly and intact, after building the tunnel we noticed it leaked like a sieve on the joints. This was our second polytunnel the first from another company and it never leaks. Informed Primrose that the product is faulty and there reply was ' The polytunnel is not designed to be waterproof nor do we specify on the product page that it is waterproof. Instead, it is to control the growing environment within - block UV rays and maintaining temperature.' The idea of having the polytunnel is to provide a controlled growing environment as they state, the problem we have is it leaks so much that the dripping overwater the plants and creates holes in the soil. The potting table we have inside gets soaked along with anything else we keep inside. Poor product and even worse customer service.”

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Posted 5 years ago

“I ordered 6 items from Primrose, all were marked in stock online. 1 item arrived. I waited a week but nothing else arrived. I looked on the online order tracker but the order showed as delivered and complete. I contacted customer services and was told I'd previously been advised that 1 item was out of stock for 3 months. I had not been previously told about this, nor did it explain why the other 4 items had not been delivered. I asked for a refund, then suddenly all remaining 5 items arrived the next day - all marked 'urgent' and all with a delivery date of the previous day. When they finally arrived, all items were of good quality but considering the hassle involved with the order and the poor service from customer services, I will not be buying from Primrose again.”

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Posted 5 years ago

“If I could give zero stars I would. Order did not arrive before Christmas, told it hadn’t been dispatched, cancelled the order, still no refund received as promised. What a rip off!”

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Posted 5 years ago

“Really disappointed with tree bought in memory of my mother. Adertised as 5ft bareroot - though looking at small print it then says size of tree between 100 - 130 cm. I's only 90! Know that doesn't sound much, but for the cost ect and the way it's described as '5Ft bare root' that's a massive disapontment. I had to chase delivery too. Haven't time with so much else going on to return - the have just lost any return custom.”

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Posted 5 years ago

“Do not use them.. And I suggest Amazon stop offering them Amazon Pay as a service. Placed an order, had it confirmed. Then heard nothing at all about delivery. When I contacted Primrose to ask why not, the response was, they're moving stuff in their warehouse and they've no idea when they'll be able to dispatch my order, hopefully in the next few weeks, would I be ok to wait. Obviously not since they can give literally no idea of timing and can't even say if it is in stock! I'm even wondering if this is some kind of online scam.”

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Posted 5 years ago

“Still no response??????”

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Posted 5 years ago

“I received a broken item but despite my many contact forms I have sent I have had no response . I have failed to get through on the phone as well as I just do not have the time to be on hold.”

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Posted 5 years ago

“They are awful - i tried to chase order placed on 13 /12/ 19 and despite many emails ( they claim to respond to everyone). I didn't get a response to one. I sat on phone- number 19 in queue got to number 3 and they cut me off. I cancelled my order .I Would not recommend this company.”

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Posted 5 years ago

“Terrible Customer Service. this is a copy of my complaint to them dated 20/12/19: "Where to start? Order placed Sunday 15/12. Phoned 18/12 to check on status, person I spoke to (man, sorry no name), after 40 minute plus wait, said order hadn't been processed. I advised change of delivery address and requested confirmation email. Never received. Called again 19/12, spoke to Jessa who said no record of my call yesterday! and that it was too late to change address. Unhappy I asked for a manager to call me back. This has never happened!! Called yet again this morning 20/12 and spoke to Mia. very understanding and then revealed that actually one part of my order was out of stock. At last some honesty. Based on this appalling level of customer service I now wish to cancel my order with you. I will be posting a copy of this transcript to feefo etc. I expect a full refund before Christmas please."”

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Posted 5 years ago

“Ordered herb planters x 2 for Christmas gifts. 2-4 days delivery! Never arrived said warehouse move.”

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Posted 5 years ago

“Worst customer service ever. I bought 3 plants with 3 pots... plants arrived late with no pots. After several complaint 2 pots arrived and not the third. After again one complaint no third pot arrived and no refund offered. The company is a SCAM - do not buy from them.”

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Posted 5 years ago

“Absolutely terrible company, please save your money or at least go with a company that values your business. Thanks”

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Posted 5 years ago

“Made the mistake in using them again. was advised 5th november item was despatched..never arrived. after 8 calls, amounting to 2 hours hanging on the phone had to finally give up on the 27th november! during the calls the different staff basically did the same thing....said stay on hold while i check with the warehouse. this lead to between 10 and 15 minute hold then either the line would go dead or they would come back and say there are warehouse problems, will call me back which would never happen! the conclusion is worst service in 41 years of shopping!!!”

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Posted 5 years ago

“Made the mistake in using them again. was advised 5th november item was despatched..never arrived. after 8 calls, amounting to 2 hours hanging on the phone had to finally give up on the 27th november! during the calls the different staff basically did the same thing....said stay on hold while i check with the warehouse. this lead to between 10 and 15 minute hold then either the line would go dead or they would come back and say there are warehouse problems, will call me back which would never happen! the conclusion is worst service in 41 years of shopping!!!”

Helpful Report

Posted 5 years ago

“Made the mistake in using them again. was advised 5th november item was despatched..never arrived. after 8 calls, amounting to 2 hours hanging on the phone had to finally give up on the 27th november! during the calls the different staff basically did the same thing....said stay on hold while i check with the warehouse. this lead to between 10 and 15 minute hold then either the line would go dead or they would come back and say there are warehouse problems, will call me back which would never happen! the conclusion is worst service in 41 years of shopping!!!”

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Posted 5 years ago

“VERY POOR SERVICE very unhappy with your service! order acknowledged as everything being shipped Then only part delivery made without being advised? Then another day the balance of delivery was damaged by dx courier and returned adding to further delay. Then balance of delivery was re-advised but only delivered one of the two items!! Also, it included 3 long phone calls being kept on hold and cut off twice!! in conclusion 3 promises were broken by primrose relating to one order which contributed to labour downtime with my staff. very poor indeed and unlikely to be recommending or using primrose again in the future. Still not resolved!!”

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Posted 5 years ago

“Absolutely useless. Slipshod, incompetent and cavalier. They managed to send the wrong order first time. Then, have spent another 10 days without managing to get anything out except a series of broken promises about when the right order might arrive. Plus, they are too up themselves to give you a delivery time. They merely tell you on which day your delivery - or someone else's - might arrive. Might being the operative word.”

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Posted 5 years ago

“I bought a Hacienda Fire Pit (£164.98) as a 30th birthday present for my son. It arrived damaged (chipped marble) in the box and without any protective packaging. Primrose stated that they didn't have any others to replace this fire pit and that my son would have to wait several weeks until more came in stock. They tried to collect the fire pit through DPD but DPD didn't turn up as agreed with my son. Appalling service by Primrose.co.uk and DPD. Bordering on fraudulent, by Primrose through attempting to pass off their last damaged fire pit. Total incompetence by DPD couriers through not turning up as agreed. Difficult to know how this will get resolved.”

Helpful Report

Posted 5 years ago

“I bought a Hacienda Fire Pit (£164.98) as a 30th birthday present for my son. It arrived damaged (chipped marble) in the box and without any protective packaging. Primrose stated that they didn't have any others to replace this fire pit and that my son would have to wait several weeks until more came in stock. They tried to collect the fire pit through DPD but DPD didn't turn up as agreed with my son. Appalling service by Primrose.co.uk and DPD. Bordering on fraudulent, by Primrose through attempting to pass off their last damaged fire pit. Total incompetence by DPD couriers through not turning up as agreed. Difficult to know how this will get resolved.”

Helpful Report

Posted 5 years ago

“GIVING 1 STAR ONLY BECAUSE THERE IS NO OPTION FOR ZERO STAR! Very Poor Service! Stay away! I placed an order on Monday, which was worth £179 and they had an offer of Free Next day delivery if you order items worth more than £50. I was expecting the delivery on Tuesday. I contacted the company and spoke to one their Customer Service Assistant (don't remember his name) and he informed me that the items will be delivered on Wednesday because I placed the order after 2pm on Monday, and it was late for next working day delivery. I was disappointed because the timer on their website indicated that there was 6 hours left to place an order to guarantee next working day delivery. I checked their website today (Wednesday) to 'Track Delivery' by entering my order number and post code, and an error message came up stating 'wrong order number entered'. I contacted their office again this morning and spoke to Customer Service Assistant, Ryan. I enquired about the delivery time or a way I could track this. He asked me, 'What makes you think that your order was meant to be delivered today (Wednesday)?' I explained to him what happened, and he said, I should expect my delivery on Thursday, there is nothing he could do, and hanged up the phone. I called back and spoke to another Customer Service Assistant, Tracey. At first she advised me that there were problems with their warehouse and I have asked for a Manager to call me back. I got a call back from a Supervisor (I don't recall his name) and without asking about what has happened, he started the conversation with, 'sorry mate, your delivery is scheduled for Thursday, and there is nothing he can do about it'. He continued with, 'if you are unhappy with this, you can return the item when its delivered, as I can not cancel it since it is in transit'. He went on to say that there were no warehouse delivery issues (contrary to what his colleague, Tracey said. I am sure they record their phone calls and he can listen to it). I was polite and asked him why I was mislead to believe that I will the delivery on Tuesday (as per the timer on their website) and then on Wednesday (as per phone calls with his colleagues). The best he could come up with was that I did not tick a box on the order form to request for next working day delivery. This is unbelievable, I entered the promotion code for free next working day delivery (can't recall it now) when I placed the order. I asked him, how come the Customer Service Assistants I spoke to did not inform me of this on Monday when I called (after placing the order) and on Tuesday? He could not answer this. I would have been happy if he took the responsibility and apologised about the poor service I received and ensured that my item gets delivered tomorrow as promised but he too was inexperienced and kept on the defensive. He was not willing to discuss this in details, and I did not understand why he bothered to return my call, as it did not seem like he wanted to prevent similar situation from recurring in the future. I will never ever purchase any item from this company ever again. Their service is poor, their website has misleading information just to get you to order and their Customer Service is extremely substandard. As per the information on their website, I have screenshots of the messages displayed, and will complain to the relevant authorities.”

Helpful Report

Posted 5 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