Primrose Reviews

Name: Primrose
Rating: 1.28

1.3 Rating 648 Reviews

6 %

of reviewers recommend Primrose

Company Reviews

Questions

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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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

“Ordered on 9th May. by 25th May had not recieved goods, nor any comms from Primrose. Tried to contact them via their various emails on 25/26/27 May - not one response! 2 of the 3 goods then arrived on the 28th May by 10th June still not had the 3 o/s item Primrose clearly have a corporate "could care less" attitude”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear about the delay. Some plants are not yet ready to be sent and so are held by our nursery to ensure top quality plants are received. I apologise for any disappointment caused. - Meredyth

Posted 3 years ago

“Totally unreliable service!! Actually it’s zero stars but I didn’t get that option!! We ordered some items online on Friday 4 June 2021. Before ordering we checked the stock availability with a sales assistant and we were told that the items were in stock and we would receive them by Wednesday of the following week. We received an email confirming the above. On Wednesday, since we had not received any delivery information, we rang the company. We were told that the items were out of stock and they will be in stock after. 7 July. We were told that the lady who had initially confirmed the stock may have made a mistake!! But no one could explain why we were not even informed of this delay!!! We opted to cancel the order. Again, we were told that if we wanted a confirmation of the cancellation, we would have to email customer services, the company would not send us the email!!! Useless unreliable service !!”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear about this experience with us. I have contacted you to confirm the cancellation has taken place. - Meredyth

Posted 3 years ago

“We order a water feature from Primrose which was damaged in transit... These thing happen and it's not a problem. We're pretty easy going. So we contacted Primrose and everything was ok, they would collect the damaged water feature within 2 day although they couldn't give us an expect time or date. So we waited, for 2 day and nothing, no collection, no email, no telephone called. So we contacted Primrose again. The collection was never going to happen because they never arranged the collection.”

Helpful Report

Posted 3 years ago

Hi, I apologise for the mistake made by my colleague. I have looked into the order and can see it has now been resolved and refunded for you. - Meredyth

Posted 3 years ago

“Hello. When was anyone planning on contacting me to tell me the tree I had ordered was out of stock? Considering I ordered over a month ago, when did it go out of stock? Yesterday? Day before? Was anyone actually planning on telling me? As I’ve not heard anything from you since I ordered including my messages going unanswered and calls not returned. It took me posting all over social media for you take notice. How are you able to magically able to guarantee the other tree I’ve ordered be available to be at my door in 5 days but it hasn’t been delivered in the last month? If you just have them sitting around surely someone would have had some common sense to send that by now and contact me saying my other tree was out of stock? I find this whole situation a joke. Who is running this company? From what it sounds like on your reviews and my experience you are taking orders for stock you don’t have and are holding on peoples money until they complain. How long would it have taken for someone to contact me about my order? 2 months? 3? Cancel my order. I do not wish to give your company my money and do not expect my or anyone I can possibly tells business ever again. I expect a prompt refund.”

Helpful Report

Posted 3 years ago

“Ordered 2 Guzmania plants on 23 April with 3-5 days delivery on order confirmation. Plants have failed to arrive 7 weeks later. Attempted to cancel 3 weeks ago but informed the plants had been despatched. Still waiting and will escalate a complaint through PayPal to obtain a full refund. Still waiting for a reply from customer services.”

Helpful Report

Posted 3 years ago

Hi, I have looked into this order and can see my colleague has assisted and resolved this for you. I apologise for any inconvenience caused. - Meredyth

Posted 3 years ago

“Pretty rubbish. Made an £80+ order for indoor plants, nothing turned up, they took my money and didn't communicate any issue. Then it took a long period of chasing and lengthy communication until eventually they stated they couldn't deliver the order and processed a refund. Wouldn't use them again.”

Helpful Report

Posted 3 years ago

Hi, I apologise for the disappointment caused by this experience and the lack of plants received. We do our best to ensure quality service and have let you down for which we apologise profusely. - Meredyth

Posted 3 years ago

“Made order 17 May. Finally was told delivery 5 June. Got a message saying my house could not be accessed. My house is very easy to access and see - I don't have a gate, The door number is clear. There's loads of free and easy parking around it. The customner service phone number does not work. The dodgy courier is apparently delivering on Tuesday - obviously the plants will be totally dead by then. If I don't get an immediate refund, will report for fraud with bank.”

Helpful Report

Posted 3 years ago

Hi, I apologise for your experience and the courier problems.I have looked into the order and can see my colleague has assisted to resolve this with you. - Meredyth

Posted 3 years ago

“Placed and paid per order on 19 May. No delivery per promise. Online chat, email corresponding and telephone enquiry is a con: Either automatic acknowledgement with no follow up. This organisation is badly managed with little ethics.”

Helpful Report

Posted 3 years ago

Hi, I have looked into this order for you and can see my colleague has assisted and resolved this with you. I apologise for the problems experienced. - Meredyth

Posted 3 years ago

“Order 5789161 not delivered. Ordered. 19/5 mpossible to contact Primrose treat customers with contempt. Good at taking the money.Be generous say it’s just an incompetent shambles,unable To keep clients informed Deliver or refund please”

Helpful Report

Posted 3 years ago

Hi, I apologise for this experience. I have contacted you directly to assist and resolve this for you. - Meredyth

Posted 3 years ago

“Plants ordered19/5/21 money taken next day. No delivery impossible to contact Nineteenth I the queue, by phone no response to email. Now phone closed Order5789161. Ticket1253131 What service!”

Helpful Report

Posted 3 years ago

Hi, I have contacted you directly to assist based on your second review. I apologise for any inconvenience caused. - Meredyth

Posted 3 years ago

“Ordered plants 23/5/21 and still no delivery. Order number 5794868. Tried ringing but customer services option goes dead. Sent emails and of yet no response. Would not recommend”

Helpful Report

Posted 3 years ago

Hi, I am very sorry to hear that your order has not arrived. I have looked into it and can see my colleague has assisted and resolved this with you. - Meredyth

Posted 3 years ago

“Dreadful company. Lied about posting item, tried to speak with them when it didn't arrive. Got speak with anyone on phone constantly engaged, online chat a waste of time, woukd9give me any update or help with order just kept writing it had been dispatched, wouldn't answer my questions, emailed the company daily till I got a refund, utter disgrace”

Helpful Report

Posted 3 years ago

Hi, I apologise for the poor experience you have had and the courier problems. - Meredyth

Posted 3 years ago

“Extemely poor- very dissapointed Very poor customer service. composter arrived broken. Telephone on website has many options and finishes by" We no longer use this number" No response via the email link. Live chat- no reponse after 40 minutes. Asked them to call back. Said they would but did not. Sent more emails- no response at all. Considering returning the item for refund rather than try to get a replacement piece which is what I wanted. Absolutely useless company. I was going to order other stuff- glad I didn't”

Helpful Report

Posted 3 years ago

Hi, I apologise for the problems experienced with our phone lines as our team answers hundreds of queries daily. - Meredyth

Posted 3 years ago

“We just got a refund of £600 on garden furniture we ordered 6 weeks ago. They were blaming couriers then suppliers, which meant our order wasn't even on the way. After a serious amount of posting on fb we got our refund but its unacceptable i had to go to such efforts. With all these complaints I think we all should be contacting BBC watchdog 😉”

Helpful Report

Posted 3 years ago

Hi, I apologise for the experience you have had. I have looked into it and can see it has been returned by the courier so that we could refund it for you. - Meredyth

Posted 3 years ago

“Plug plants arrived very late and in poor condition - snapped stems, browned leaves etc. Sent “ticket” asking for refund. No response. Tried ringing - choice 2 dead as with other reviews. So bad - is the company still in business? Please don’t buy from them - extremely poor.”

Helpful Report

Posted 3 years ago

Hi, I have looked into this order and can see that my colleague has requested a full refund for you. I apologise for any disappointment caused. - Meredyth

Posted 3 years ago

“If l could have had the option of zero stars l would! Appauling customer care! They take your money straight away and basically that’s the only thing that they do promptly, l ordered nearly £200 worth of products/produce from them on 30th April promising 3 to 10 days delivery, hmmm after 10 days l received a bag of compost (damaged) l also ordered 60 plug plants and a pack of lobelia (buy 1 get one free) what did arrive nearly a month later was 45 plug plants most were dead the rest were in such bad condition they haven’t survived, the lobelia(s) didn’t arrive at all, obviously l complained and they said they were going to send me the whole order again saying it would be with me in 3 to 5 days, that was 10 days ago, yes you guessed it, no order has arrived, the chat option now is ‘conveniently’ down so l can’t even contact them, I’m furious, does anyone have any ideas what l should do next? I feel like exposing them to the media, they are selling dead stock and that’s if you eventually get it!!! Disgusting company, AVOID AVOID AVOID!!”

Helpful Report

Posted 3 years ago

Hi, I am sorry to hear about the experience you have had. I have contacted you directly to assist and resolve this with you. - Meredyth

Posted 3 years ago

“I recently bought six packs of plug plants. They arrived totally dried out and rotten.... as if they had been packed and left for a week before shipping. I potted them on in my greenhouse immediately but only one of the packs has survived. I contacted customer support but still haven’t had a reply. I will never buy anything from Primrose ever again. One star is too many!”

Helpful Report

Posted 3 years ago

Hi, I have looked into this and can see I have contacted you directly to request further information so I can assist. I apologise for any inconvenience caused. - Meredyth

Posted 3 years ago

“Still waiting for a response to complaint I sent following receipt of plants which were rotting and mouldy. They had been put in plastic and had sweated. Some were just dead sticks. They clearly had been plugs for far too long and had appeared to have flowered which I guess was under stress.”

Helpful Report

Posted 3 years ago

Hi, I am sorry to hear that they arrived damaged. I have contacted you directly to assist and resolve this with you. - Meredyth

Posted 3 years ago

“Order 5757268 The above order for begonias ie perishable seasonal plants was made on 1st May 2021. The begonias were allegedly sent on 10th May 2021. This now seems unlikely as a result of their non- appearance to date. On 25th May I emailed Primrose's customer services noting my concern as follows: "This item has not arrived yet. The begonias are perishable and will almost certainly not have survived. Please send another consignment as soon as possible by a more reliable courier." Other than an acknowledgement I received no substantive reply. If Primrose actually did send these begonias it is inconceivable they would have survived such a long period. An apology will not cover the situation. The acute problem is that as the season is now more advanced there are probably now no alternative sources that I can find for these plants. So a refund is no use either. Primrose require to be held to the contract and make urgent arrangements for another batch of identical white begonias to be sent by return. But what has happened? No response to my emails other than an acknowledgement + a suggestion that I phone (just voicemail) or chat to their webpage (equally fruitless). They appear still to be taking orders. Had they replied and explained their obvious problems I should not be so greatly dissatisfied.”

Helpful Report

Posted 3 years ago

Hi, I have contacted you directly to assist and resolve this with you. I apologise for any inconvenience caused. - Meredyth

Posted 3 years ago

“Ordered on 8th May, payment taken immediately. No plants yet, no response from repeated emails, phone line a joke as no customer services on Friday, Saturday or Sunday Order ref: 5770741. After reading these reviews I am deeply concerned about the quality of plants should they ever arrive”

Helpful Report

Posted 3 years ago

Hi, I have looked into this order and can see that my colleague is currently assisting with this for you. I apologise for the delay. - Meredyth

Posted 3 years ago

Primrose is rated 1.3 based on 648 reviews