Name: Primrose
Rating: 1.28

“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!!!”

Helpful Report

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!!”

Helpful Report

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.”

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

“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

“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

“ONLY PUTTING 1 STAR TO START THE REVIEW BUT I WOULDN'T EVEN GIVE THEM THAT!!!! THE WORST SHOPPING EXPERIENCE I HAVE EVER HAD!!!! THE CONSISTENT NEGATIVE REVIEWS OF THIS COMPANY CLEARLY, CLEARLY SHOWS HOW POOR THEY REALLY ARE!!! I ORDERED PLANTER POTS AND SPIRAL TREES TOTALLY OVER £300, THE ORDER WAS PLACED, ACCEPTED AND MONEY TAKEN FROM MY ACCOUNT, I THEN RECEIVED AN EMAIL SAYING; Unfortunately, your order has failed our security checks and we are therefore requesting some further information before we can proceed. Please note that this has NOT affected your payment, (NO BECAUSE THEY TAKE THIS FIRST) and it has successfully been authorised. There are a variety of reasons why an order may fail these security checks. Please can you supply us with the 6 digits bank authorisation code (BAC) for this transaction which is obtainable from your account provider - I CAN UNDERSTAND SECURITY CHECKS ARE VITAL, BUT NEVER IN MY LIFE WITH ANY ONLINE PURCHASE I HAVE MADE HAS THE MONEY BEEN TAKEN TO BE THEN TOLD I HAVE FAILED SECURITY CHECKS AND THAT MY ITEMS WILL NOT BE RELEASED UNTIL A SECURITY CODE IS PROVIDED!! I PURCHASE ONLINE ALL THE TIME AND NEVER EVER COME ACROSS THIS PROBLEM BEFORE. ANYWAY, I CONTACT MY BACK, ON HOLD FOE OVER HALF AN HOUR AND HAVING TO GET BACK TO WORK I HAD TO HANG UP AND FOR THE USELESS CUSTOMER SERVICE TEAM TO TELL ME THERE IS NOTHING THEY CAN DO OTHER THAN CANCEL MY ORDER!!!! WORST ONLINE SHOPPING SERVICE .... I DO NOT RECOMMEND THIS COMPANY WHATS SO EVER, JUST LOOKK AT ALL THE OTHER REVIEWS, THEY SPEAK VOLUMES!!!!!”

Helpful Report

Posted 5 years ago

“I ordered and paid for plants. On chasing delivery was told this would be in 6 months - this was not advised at time of order. Also, on trying to telephone (twice) was left hanging for 10 minutes after which phone went dead. Only got through by selecting new order option 1. Advised that refund will take about a week! Don't bother with this inefficient company.”

Helpful Report

Posted 5 years ago

“I purchased over £300 in garden planters and other items from Primrose six weeks ago. At the time, one item was out of stock and would be in stock the next day, so I figured by the time the following morning rolled around, everything would be in stock and would be shipped to me immediately. How wrong I was! At any given time over the last 6 weeks, at least one item of my entire order has been out of stock, which means that nothing gets shipped because they either send all or nothing and are unwilling to ship a partial order. I've spoken to the customer service team at Primrose on phone a couple of times, who sound thoroughly miserable to be working for such a dreadful company. No one really seems to care. I've ended up having to cancel my entire order because Primrose confirmed to me this morning that the next time one of my items would be in stock would be 5 weeks from now - and presumably by that point, something else in my order will have gone out of stock, so I might wait for years at this rate before I finally get all the items in my order. When I told your customer service rep on the phone this morning that I'd be leaving you a 1-star review, she told me that you welcomed my feedback - so HERE IT IS: Primrose, you offer shockingly bad customer service and should be ashamed of yourselves. I will never order from you, ever again, and will warn everyone away from you.”

Helpful Report

Posted 5 years ago

“Worst shopping experience I have had in a long time.”

Helpful Report

Posted 5 years ago

“Called first to confirm items were available and could be dispatched for next day delivery and was told yes 100% so I went ahead with the order. The following day I called to check where my item were (Marquee needed for an event that day) as I had't received a confirmation email and tracking number wasn't recognising, to tell me the item hasn't yet been dispatched! I asked for a refund to be told I would have to wait until the parcel actually arrived to decline the order, which we did however still no refund! Rude, abrupt, uncaring staff were not helpful! Wish I had read the reviews before using this company! Products purchased at nearly £700!!”

Helpful Report

Posted 5 years ago

“Paid next day delivery and they did not deliver. When I took a day off and called them the customer service girl does not feel apologetic at all and said I can just refund. When the delivery came two days later, the courier driver refuse even help me to take the pallet into the building (he said he will either leave it out side building or he can take it back). When I asked him nicely for holding the door and I can take the delivery in, he refused and saying he has another 10 delivery to do no time to hold the door and help me. This company has no moral or and professional sense. Do not buy from them!”

Helpful Report

Posted 5 years ago

“….And so the saga goes on and on and on. Still no sign of my delivery that I ordered on the 14th of May. 14-21 days it says. It is now the 19th of July and still my order has not arrived. I have managed to get through today and am told after me loosing my temper that I will be refunded but I don't believe them. I think that this is a scam company they have £574.00 of my money and no goods and no refund they just keep fobbing me off. To add insult to injury the product is now £20.00 cheaper but not in the sale. Hopefully you will read this product before you buy from them and save yourself the stress and money from making constant phone calls.....even the operator said they were rubbish.”

Helpful Report

Posted 5 years ago

“The worst company I have dealt with in a long time. Failed deliveries , part deliveries , long waits on phone to customer services and a lack of care from customer advisors. If you want your product and value your money shop elsewhere.”

Helpful Report

Posted 5 years ago

“I have been waiting since the 15th of May 2019 when I placed my order until today the 16th of July. On the website they say delivery within 14-21 days but no delivery has arrived. My water feature was 569.00 and is now 20.00 cheaper. I am livid and will be requesting a refund. A shockingly bad service with no correspondence to say that it has been delayed. I will not order from them again.”

Helpful Report

Posted 5 years ago

“I tried to phone on a number of occasions but they are always engaged.They sent me the wrong item and I had to e-mail them and ask for the correct item.I had to send back the wrong item which they said they had received after I produced the proof of posting and replied that they had received it and arranged a refund.I will not be dealing with this company again. Very poor customer service and obviously do not take phone calls.”

Helpful Report

Posted 5 years ago

“I ordered a tree online that was clearly marked "in stock". It failed to arrive and I spent days trying to contact Primrose but the lines are constantly busy and they take ages to reply to emails. Time ticked on and they eventually advised it was actually out of stock and due in end of July, so I had to request a change of delivery date because the recipient was now away. More calls and emails and eventually a blunt email (with no apology or acknowledgement of the change of delivery date) saying it's arriving tomorrow! I only hope that the tree is of better quality than their non existent customer service!”

Helpful Report

Posted 5 years ago

“We have been waiting 3 weeks for garden furniture and keep getting fobbed off .we paid for next day delivery .I wish we had read reviews before we ordered. I am reporting this company to watchdog”

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