Primrose Reviews

Name: Primrose
Rating: 1.28

1.3 Rating 648 Reviews

6 %

of reviewers recommend Primrose

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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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered a plant 27th April, just arrived 29th June, it is the wrong plant,they do not reply to emails and can not get through to them on phone. Have started claim with my bank.”

Helpful Report

Posted 4 years ago

“This company delivered two items to me which I had not ordered, I have sent emails requesting they collect these since they are large boxes and I am having to store them in my greenhouse to keep them dry which is very inconvenient. I have had no response to my emails but I have found out the CEOs name and address if other people would like to write to him personally regarding their particular problems, it is Mr. Mark Pearson, 46 Hill Road, Watlington, Oxfordshire, OX49 5AD”

Helpful Report

Posted 4 years ago

“Ordered a water feature 6 weeks ago ... like everyone else we have not received it. No reply to emails, they are using the Covid pandemic to rip people off. Are they still trading? Makes you wonder if they are about to go into administration. They deserve to with their non-existent customer service.”

Helpful Report

Posted 4 years ago

“Dreadful customer service. Items not arrived after a month. Still trying to cancel my order and get a refund but keep being fobbed off. MY ADVICE WOULD BE TO BUY ELSEWHERE! QUICK TO TAKE YOUR MONEY BUT NIGHTMARE GETTING IT BACK!!!”

Helpful Report

Posted 4 years ago

“None delivery of plants ordered early May, still no sign of delivery 5 weeks later. Waiting over 8 weeks for a refund on another order when plants failed once planted. Look on facebook for dissatisfied primrose customers group to see how many complaints. You will really struggle to get any response from this useless company.”

Helpful Report

Posted 4 years ago

“ordred 2 planters one damaged one arrived ,have taken my money but no satisfactory goods in return .they are using the current situation to rip people off.The worst company i have ever used”

Helpful Report

Posted 4 years ago

“I ordered a garden shed for £300 I have sent 4 emails and as yet have not had a call from them only generic replies. I placed the order on 27th April. I am outraged that reading some reviews people have said their delivery times have been outstanding. They have Not as I am still waiting and very unhappy with the service so far”

Helpful Report

Posted 4 years ago

“Ordered three expensive items - only one delivered - they have taken payment but nothing has arrived. Have sent three emails - no response! Phone lines closed!! Very dodgy beginning to think I’ve been conned by this company.”

Helpful Report

Posted 4 years ago

“We bought a 4 seated garden table with parasol (not cheap at all) and the glass of the table (or whatever material was that) suddenly and for no reason was broken in thousand of small pieces in a sec. I have never seen something like that before. Tried to call primrose and sent them emails a lot of times but they never bothered. I end up wasting all this money I payed as I have an table and a parasol which I can’t use them. Stay away lads.”

Helpful Report

Posted 4 years ago

“Your site looks very impressive it's a pity you service is so diabolical.”

Helpful Report

Posted 4 years ago

“I acknowledge tough situation currently, but no one ever responds to Emails unless you send it via their web site. Took me a nearly a month waiting on a Return's Code to send something back. NOTE if you have to return something, the postage will NOT be refunded despite their T&Cs indicating it will. Primrose strongly suggest returned items are sent via tracking method (which is costly) and is down to the customer to pay - YOU WILL NOT BE REFUNDED. So you better be sure you want a particular item. I also notice that ONLY good reviews are on their web site, pity I didn't see all the bad reviews elsewhere.”

Helpful Report

Posted 4 years ago

“Same old song...... ordered over a month ago, no reply to emails, money taken out of account a month ago, no means of contacting, a real disgrace.”

Helpful Report

Posted 4 years ago

“We've had nothing but trouble. We placed an order on 12th April for 2 (matching) sets of garden furniture. Our total was £2302.99 and was paid by MasterCard. Once ordered we received the email about 2-3 weeks delivery delays - completely understandable considering the situation, however we received nothing until 19.05.20. Had emailed a few times with no response and then we received a text from Panther the delivery company to book delivery, so we thought great. 19th May cam and Panther arrived with 1 set (2 chairs & small coffee table - £799.00) ONLY !!!! no other set ??? So several email went un-answered until 9 June when I received an email to say there was a problem with the system and the manufacturer had only sent 1 set did I still want the other one. Before answering I wanted to know when I would be getting the 2nd set - this took 3 emails and another week before getting an answer to say late July - Furious I demanded member of management phone me to discuss, but still waiting. Caroline whose is dealing with this contacted me ignoring the demand for a full refund from them and to collect the already delivery furniture and we would take our business elsewhere. I stated that I wanted a full refund before the goods are collected as I know people were having difficulties getting refunds. IGNORED. I was told they couldn't do that, so after another week of no answered emails and reporting this all to my credit card company I agreed to arrange for the collection of the received set on the condition that the refund for the set NOT RECEIVED be refunded immediately and the collected set to be refunded as soon as its collected and on the van. Collection was meant to be Monday passed, but the company they arrange refused to come as there is not packaging. Again I had to call Caroline at Primrose to explain what was going on as the company DX wouldn't !!!!! Still no refund for the original set has been received and I am not happy letting the received set go until refund is received. Re-arrange collection is meant to be today ??? but we'll see. During this whole process I have not had a proper apologise not been offered any. compensation for my troubles. Company is a complete JOKE. I have made 2 payments to me credit card for good I don't even have. AVOID AT ALL COSTS !!!!”

Helpful Report

Posted 4 years ago

“Terrible service I have ordered a Haven Wooden Corner… I have ordered a Haven Wooden Corner Arbour. From them still have not received the item. You can't phone them as they don't answer. Emailed them twice no reply. Now but in the hands of my bank to get a refund terrible terrible service. I'm not sure if this company is a scam so I would advise stay well clear of them. They take your money dont supply the goods and don't reply back to you”

Helpful Report

Posted 4 years ago

“I ordered that same water feature delivered with parts missing no instructions shocking customer service disgraceful jane”

Helpful Report

Posted 4 years ago

“Incompetent staff, simply lacking in integrity - fogging and providing vague responses which don't stick together. I had to ask for 'a gesture of "good will"' on a £379 product that arrived late and incomplete. No one would offer it to me as if nothing had happened. I called 7-8 times to even get through to anyone to speak to them about the missing water tank (it was a water feature, so installation wasn't possible without it and I had someone booked to instal it). I was offered £40 when I asked for some form of compensation in the first place (happy to accept 10% of the value of the product, which isn't much anyway), and told the voucher had been emailed to me. When I started digging into why I hadn't received it, no one knew about the voucher, or could listen to the calls in which I was told it had been emailed. After asking me about when the calls took place and me finding out, they advised they don't record calls due to GDPR (as if recording calls was not possible for this reason). Finally, after many messages via Fb and email, I got offered a £20 voucher, but I could only use it if I spent £40 with them. Here's to good will gestures by Primrose! The story and the gesture say it all.”

Helpful Report

Posted 4 years ago

“Totally rubbish at communicating. Waited almost 3 months for plants at arrive. Paid through PayPal so contacted them for refund. Only then did Primrose send the plants. When they arrived, all 5 plants ordered were loose in a plastic bag that had burst open. Three plants were broken and un-usable as they were broken at the base and the other two were broken further up and unlikely to make it into anything grand. Waste of money, more so when there are so many better retailers out there Wont ever use again.”

Helpful Report

Posted 4 years ago

“I have only received part of the order. After having messaged twice for further information I have received no response from the company for over a month. I have now asked for a refund and still received no response....”

Helpful Report

Posted 4 years ago

“Ordered a tree fern on 5/6/20 at a cost of £200.00 still not received even though it was in stock when I ordered it now when you go onto them it says they are taking pre order's for end of June. I have sent 2 emails but have had no response cannot contact by phone as lines are not been manned. My only saving grace is that I paid by credit card so I will be contacting them with regards to claiming it back if I do not hear from them but reading the reviews I am not hopeful. 😡”

Helpful Report

Posted 4 years ago

“Order specific rose in memory for my mum who died April.20, it was ordered and paid for very early May, informed to expect item and other products within 3 wks still not received as wanted it fir her birthday after 8 attempts of contacting via email and their contact us page. When you look online it now states working on existing orders but as getting nothing back, no.idea cut off date they are referring to , product now states not available till Nov 20 , who in their right mind thinks a 7/8 month delay allowing for delivery is acceptable. As I cannot get anything off them.i don't know if I am pre existing order or I am in.the latter group. I'm working remotely and have been since 23rd March and lost my mum in the middle of all this I'm.still doing my.job, primrose do yours and either respond or refund the customers your have gained money from imorally as if you cannot provide service money should be auto-refunded after a cut off date. As rose costly I cannot buy elsewhere now till I get my money back so you have tarnished my mum's memory. Btw you don't even deserve 1 star but had to to get review posted.”

Helpful Report

Posted 4 years ago

Primrose is rated 1.3 based on 648 reviews