Name: Primrose
Rating: 1.28

“Ordered a tree last Monday as a birthday present for a friend , never appeared - chased up several times as my friend was going on holiday so I wanted the tree to arrive as promised within 2-4 days. To date no reply from customer service - ( order 2000013587) Dreadful service , no accountability , contact centre seems overwhelmed and just an answerphone - DO NOT TRUST THIS COMPANY”

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 reached out to resolve this with you. - Monica

Posted 2 years ago

“It says in RED on your website that if you order over £100 in January you will not be charged for delivery. So I rang and ordered 2 pots cost £125.98 and was told this amount would be taken from my Debit card only to find the next day that I had been charged £165.97. I rang and spoke to Aaron he sent me an email assuring me I would be re-imbused £39.99 the delivery charge but this has not happened. You have stolen my money PLEASE credit my account with £39.99.”

Helpful Report

Posted 2 years ago

Hi, I have looked into the order and can see that the refund was requested for you yesterday. It will be issued to the card / account used to pay for the goods. This normally takes 2-8 working days to complete and appear in the payment method used. I apologise for any inconvenience caused. - Meredyth

Posted 2 years ago

“Water Fountain for £750 water feature we have issues with it contacted your customer services department sent photographs and I’m still waiting for a reply to emails two weeks wait time not very acceptable”

Helpful Report

Posted 2 years ago

Hi, I’m sorry that you haven’t heard back from us yet and for the damage to your order. I’ve sent you an email to help resolve this for you. - Meredyth

Posted 2 years ago

“After discovering i had made a mistake ( totally on my part ) by ordering a plant that was not due for dispatch until spring i requested a refund and the whole thing was dealt with rapidly and professionally by the company x”

Helpful Report

Posted 2 years ago

Hi, thanks for leaving such a great review! I'm really happy you've had a positive experience. - Meredyth

Posted 2 years ago

“Appalling service , tree delivered a foot smaller than ordered and customer service were poor . Offered a,£10 compensation that they then offered £15 , I then had an email stating full refund to then have that retracted !!! I will take this matter further and please shop elsewhere”

Helpful Report

Posted 2 years ago

Hi, I’m really sorry for the experience you’ve had with us. I have checked your order and I can see that we have offered a collection and we are still happy to collect it if you wish to return it for a full refund. Kind regards. - Carla

Posted 2 years ago

“I’m convinced they’re a fake company. You order something and never hear from them again, no delivery updates even after the supposed weeks delivery window. AVOID AT ALL COSTS. They obviously pay for fake 5 star reviews.”

Helpful Report

Posted 3 years ago

Hi, I apologise for the distress that this must have caused you. I am investigating your order and will contact you as soon as I am able to resolve this with you.- Meredyth

Posted 3 years ago

“I pre-ordered a 4-5ft Christmas tree months ago and when it arrived it was just over 3ft. I called customer services who said that was clearly not correct and to send a photo. When I eventually got a reply over a day later they said it was the right size because I wasn’t taking into account the pot it had been in at some point which made it taller. Not that I’ve ever seen this pot, I just have to believe it existed and that it made the tree 4-5ft. So does this mean they consider the trees roots in its height? Roots that I guess I’ve been charged for and not received. That’s it. No replacement, no refund, not even an apology, nothing. Clearly my fault for assuming ordering a 4-5ft tree would mean receiving a 4-5ft tree and not a 3ft tree. I’m 5.8ft, if I stood on a large box I’m not 7ft, I’m 5.8ft and stood on a box.”

Helpful Report

Posted 3 years ago

Hi, I have looked into this order and can see my colleague had requested a full refund and advised this via email before your review. I apologise for any confusion but if this is not the resolution you wanted please do advise her so we can take it from there. Please accept my sincere apologies for your experience. - Meredyth

Posted 3 years ago

“Very poor experience all round. Ordered two plants which took far long than expected to be despatched. One of which never arrived as they were unable to fulfil the order. The other plant arrived in extremely poor condition. When I complained, I was told it had become stressed due to transit (their exact modus operandi) and that “it wasn’t dead”. They continued to drag their heels before finally begrudgingly offering a 20% refund. Would not recommend.”

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 help resolve your issue and make up for the service you’ve had. - Meredyth

Posted 3 years ago

“Solar Power Fountain Review Solar Powered Fountain Review Solar Powered Tier Fountain Review Primrose.co.uk Review Firstly, The package/box you have sent arrived torn, ripped, a large 10” gaping hole along the front, bashed up in every corner. My complaint had been previously raised to you twice already, the first time I was informed, I would receive a replacement and was told to ring back the following day to arrange the replacement, (I didn’t understand as I was told I had to call back as you were already aware there was an issue). I did as was instructed, the following day, to my surprise I was told you will only send a replacement if it’s faulty. I explained it is for a Birthday Present and expressed that I am extremely unhappy in having to gift this item in its current state. Well, well, well, surprise surprise. How indignant. I’m absolutely appalled, someone has clearly opened it up, taken out the pump? and re-taped it. The box inside contains ripped up polystyrene and whoever had this item prior to me has most definitely not repackaged it correctly. The main question is....now where is the pump, surely who has had this before me has this stolen from the box as it’s not in there! Solar Power Fountain no pump inside the box! Wonderful... Now today I looked on your website at the same Solar Power Tier Fountain and the price is £199. Now it makes sense, I can see why it was reduced on your website from £199 to £179 and the how extraordinary the item has reverted to the original of £199. What a strange coincidence you send out an inferior item with a major part missing (the pump) in useless packaging and now it’s back to full price. Shocking, absolutely shocking. Clearly we have received a faulty, disgraceful repackaged returned item with A vital part missing The Pump. The only place you can dispose of this is the rubbish tip, there is no way possible you could resell this tat. I cannot believe you are charging money for this rubbish. I’m amazed that what I thought was a reputable company would send an item out in such a disgraceful, deplorable state. Clearly your quality control quite simply does not exist, perhaps a rethink in despatch and quality control should be. When we attempted to assembl the fountain (tat), it is that shoddily made it leans together, all rough edges inside one dish hole was blocked with the fibres, it hasn’t been drilled through fully, it leans over, it rocks and rattles. Fabulous quality....nope. I expected much better service from your company Primrose.co.uk/Meika Ltd. I only wish I had read other customer reviews as I see a steady pattern of dissatisfaction and disappointment. Not impressed.”

Helpful Report

Posted 3 years ago

Hi, I apologise for the distress that this must have caused you. I am investigating your order and will contact you as soon as I am able to resolve this with you.- Meredyth

Posted 3 years ago

“Ordered 6 plants, minimum 2 litres. Came in two separate deliveries a few weeks later. Could not be happier with the first patio plant. It was in wonderful condition. However the 2nd delivery of the remaining 5 was utter dross. All 5 were less than 2 ltrs in size and on their last legs. Truly awful. Wish I had read the previous reviews as I will never order from these clowns again”

Helpful Report

Posted 3 years ago

Hi, I’m deeply sorry for this inconvenience. I have contacted you via email to help sort out this problem as soon as possible. - Meredyth

Posted 3 years ago

“I placed an order, when it didn't arrive I sent email to find out why only to find out that the order wouldn't be delivered for another month. Of course it still says available on the website. No communication, bad customer service and the additional items I ordered to plant the tree with which was not delivered I was told were not returnable. Would NOT recommend.”

Helpful Report

Posted 3 years ago

Hi, I have looked into your item on the website and can see it is not available to be sold. I apologise for any confusion caused with live plants, Primrose have to ensure the quality of plants shipped are to the best standard for our customers. This unfortunately does mean at points stock quantities do sometimes change however is with the best intention to ensure customer satisfaction. I can see my colleague has resolved this for you. - Meredyth

Posted 3 years ago

“Ordered £80 of ornamental trees being a 2ft Acer and a 4ft Fuji cherry. The Acer was barely 1ft and the cherry 2ft. I was very disappointed that what arrives is way shorter than is described. I wouldn't have paid £30 let alone more than ,£80. Will never buy from them again.”

Helpful Report

Posted 3 years ago

Hi, I apologise for the distress that this must have caused you. I am investigating your order and will contact you as soon as I am able to resolve this with you.- Meredyth

Posted 3 years ago

“If I could give 0 stars i would. Spent c.£200, due to be delivered within 2 weeks, 4 weeks later nothing had arrived, I called them several times & they didnt answer once. Sent a message on their website, no response. Emailed them, no response. Emailed again & told them it’s been too long - so asked them to cancel my order & refund me in full, no response. Two further weeks passed & some battered, mostly dead bits of plants were dropped on my doorstep in a battered box. I contacted them again, reiterated it was too late & asked them to collect the half dead plants, and again stated to not send anything else as it has been 8 weeks since I placed my order, yet again no response. Messaged again on their website - no response, called them several more times - no answer. Over the following 4 weeks (12 weeks after my original order & over 8 weeks after I requested in writing to cancel the order & get my money back) several half dead & totally dead plants were dumped on our doorstep - neither Charlie Dimmick not a magician could bring these twigs back to life. Months on I’ve still had no response (aside from automated messages stating they will get back to me) not one response from a human, no apology, no call, not even a line in an email & still have not received my refund or the vast majority of plants I ordered, whether dead or remotely alive. Absolute cowboys - utter rip off, keep your money & save yourself the hassle of dealing with a so-called business with zero integrity or customer service. No refund, no product, no customer service or response”

Helpful Report

Posted 3 years ago

Hi, I'm really sorry for the disappointment your latest order with Primrose has caused you. In order to resolve the issue for you and improve your experience with us, I’ve now emailed you to assist you further. - Meredyth

Posted 3 years ago

“I ordered a tree and at the time of ordering the advert was for 2/3 days delivery. After chasing, I was told the tree was out of stock and wouldn't be available until next year!! I therefore cancelled the order. Not v happy as I could have ordered it from somewhere else if I'd have known this.”

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 help resolve your issue and make up for the service you’ve had. - Meredyth

Posted 3 years ago

“Ordered some house plants from this company and was promised on two occasions that they had been dispatched, complete lies from start to finish! After ten days, contacted PayPal to try and get my money back. Suddenly, a parcel turned up with part of the order! It is still ongoing now! A nightmare of a company! Do not go near them!”

Helpful Report

Posted 3 years ago

Hi, I'm very sorry that you have been unable to get hold of us. I apologise if you have been left despondent from your experience. I have contacted our accounts department to help them refund you promptly. - Meredyth

Posted 3 years ago

“Ordered an electric heater 19/04/21, it arrived damaged on 19/06/21 so they promptly arranged a courier to pick up the first one and deliver a replacement but the courier accidently picked up our parcels that were delivered to us that day from another company as well as the damaged heater on 26/06/21. This was an honest mistake by the courier, the product ended up being sent back to the warehouse at Primrose - this parcel is worth £500+ and I am still no further forward with receiving my parcel back - customer service all tell me someone will call me back that day and not once has anyone done so and nobody seems to know where my parcel is within their company - frustrated isn't the word!!! The second heater also arrived damaged.... Trying this route now so someone will maybe call me back or better still find my parcel!”

Helpful Report

Posted 3 years ago

Hi, I'm very sorry that you have been unable to get hold of us. I apologise if you have been left despondent from your experience. I have contacted you directly to help rectify this. - Meredyth

Posted 3 years ago

“The left hand replacement arm that was promised in July 2021 on a six month lead time did not arrive despite Primrose saying it was in stock now . Primrose now say it will arrive in stock on Jan 2022 . So two summers have passed and we are not able to use the awning , if I am to believe Primrose the arm has been in stock recently but they couldn’t be bothered to tell the customer who’s order they had and refunded . If I knew where to get this arm elsewhere I would do so , primrose do not help with this matter . I will NEVER deal with primrose again and I CANNOT RECOMMEND PRIMROSE TO ANYONE . They simply do not know anything about customer care .”

Helpful Report

Posted 3 years ago

Hi, I'm really sorry for the disappointment your latest order with Primrose has caused you. In order to resolve the issue for you and improve your experience with us, I’ve now emailed you to assist you further. - Meredyth

Posted 3 years ago

“I ordered two trees last October, was then told they were on pre order... Which website hadn't said, they had said it was in stock. They then said next June (2021)after much hassle and chasing on my part they arrive 18th August... The Tibetan cherry tree arrived OK but the Amelanchier is very small and leaves are covered in mildew.... I'd add a photo but seem unable to do that”

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

“No communication from Primrose unless the customer instigates it . Been waiting for them to tell me when the replacement awning arm I need is in stock , they said 27 July . Not heard a word from Primrose ! When I got in touch with them they sent a link to order the goods which were already in stock , wrong link sent to me so wrong item received ! Don’t bother trying to ring , I waited for 40 minutes a time until the line goes dead ! Apparently they are busy dealing with customers ( complaints I presume ) . I am so not impressed , these people asked me if I bought the product in question from them !! Why oh why would I bother them if I didn’t get the product from them???They have full computer records of all transactions . It’s just sheer incompetence ! In my humble opinion they need qualified computer literate customer service personnel and a system that brings follow up requirements to them in a timely manner . Products are quality customer service is not ! I may have to give up , Chuck my awning in the bin snd shop elsewhere ! So awful , so frustrating !”

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

“Terrible will never use again , ordered and paid for next day delivery, chased item to be told that it has not even been despatched, waited all day terrible you just done care avoid buying”

Helpful Report

Posted 3 years ago

Hi, I apologise for the experience and service you have had with us. I have contacted you directly to assist and resolve 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