Primrose Reviews

Name: Primrose
Rating: 1.28

1.3 Rating 648 Reviews

6 %

of reviewers recommend Primrose

Company Reviews

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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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Order placed 3rd May, money taken from my account on the 5th - I have still not received my order ! I have emailed 3 times and not had a reply to any of them. Whilst I understand that things are diff at the moment, surely the sensible thing for Primrose to do is stop accepting any new orders and fulfil your commitments first. I will not be using Primrose again and will be taking this during my order does not arrive soon. Have the decency to check your emails and reply to them !”

Helpful Report

Posted 4 years ago

“Truely appalling service - appreciate there are Covid difficulties, but they should not be taking orders if they cannot reasonably satisfy them. We are still waiting for an order made on 10 May and there has been absolutely no communication despite chasing them. Awful & dissappointing. At least garden centres are now open!”

Helpful Report

Posted 4 years ago

“I’m still waiting on my order since 25 th may with no correspondence no dates, nothing!!! Said when I gave them a bad review I wanted my money back, was told someone would contact me shortly , still nothing, I want my money back ASAP!!!! I want my money back now!!!!”

Helpful Report

Posted 4 years ago

“Awful service, would absolutely NOT recommend to anyone. There was no communication about the non-delivery of my order, I spent nearly an hour in the queue trying to speak to them on the phone to find out what was going on (and the phone lines were later shut down altogether), my emails to them were repeatedly ignored and although some items in my order were eventually delivered in dribs and drabs the majority were not despite promises that many would be. Over 2 months after placing my order the only thing that resulted in a response from them was the threat of legal action. Even the refund was incorrect and I had to chase them for the right amount. Fair enough that orders will take longer than normal in the current situation but it feels like Primrose are accepting orders that they can't honour and then dragging things out as long as possible before finally being forced to issue refunds. I have never experienced anything like this from any other company and needless to say will never be using them again.”

Helpful Report

Posted 4 years ago

“Avoid this company at all costs!! If I could give no stars I would!! I paid nearly £600 for a reclining set of garden furniture and after waiting only received a fixed set minus the stools, the company despite me sending numerous feedback responses and e-mails have never come back to me. I will continue to pursue. Very poor to keep blaming the current situation.”

Helpful Report

Posted 4 years ago

“Appalling customer service !!! Given the current situation I didn't mind waiting 2-4 weeks for my order as stated on your website... nearly 9 weeks later and I am still waiting for my order. 5 emails sent to them and many messages on social media and still no response !! Phone lines have been turned off but they are still posting/ advertising on social media but don't have the decency to respond to the customers keeping them in business !! Will NEVER shop with them again !!!”

Helpful Report

Posted 4 years ago

“Do NOT place an order or give any money to this company unless you want to be sorely disappointed and have plenty of time on your hands to chase thin air! I’m cross that I have to award any stars - Primrose don’t even deserve that. On 4th May 2020 I placed on online order via the Primrose Website for just under £20 of plants - the plants were advertised as in stock and my money was immediately taken. Aside from an auto ‘order confirmation’ email, I was totally ignored for weeks despite many, many emails being sent to customer services. It is impossible to speak to Primose over the phone as they have closed their phone lines and the order tracking facility on their website doesn’t work either!! The reviews on Primrose’s website are equally as bad as on other sites (see also Feefo although Primrose appears to no longer be an ‘active Feefo customer’) and these reviews cite common themes over and over again. I never received my plants but from the reviews I’ve read, the customers that were “lucky” enough to actually have their order fulfilled were sent utter rubbish. I have tried to add this review to the Primrose site but that facility seems to have been removed?! Yesterday, after threatening to refer the matter to my Bank as a fraudulent transaction and the Ombudsman if I didn’t receive a full refund within 7 days, I finally received a response from Primrose....an apology for the poor level of service received but no explanation as to what had gone so catastrophically wrong! Thankfully I paid by PayPal and they have looked into my concerns and upheld my case. I had an email today from PayPal today to confirm my money will be credited back to my account. I regularly make online purchases, both before and during the lockdown, and I have to say that I have never experienced anything like I have with Primrose. Their constant failure to respond is both frustrating and quite frankly appalling. It is clear that Primrose are either unwilling or unable to respond to their customers’ reasonable enquires. As a business they appear to have failed to appreciate the uncomfortable truth that their customers deserve something more than they have provided, despite these difficult times. If you are chasing Primrose, good luck! If you are thinking of ordering with Promise I wish you even more luck!!”

Helpful Report

Posted 4 years ago

“I am still trying to get my refund for poorly packaged planters that arrived broken ,civic or not ,their after sales service is one of the worst I have ever come across and I'm not in my 20s anymore . Please don't ship online with them . This has been going on for nearly 4 months ,just thought I'd write this before I attempt get again with an email .”

Helpful Report

Posted 4 years ago

“Having given up on hopes of a plant delivery after more than two months, I've been trying to cancel the order and obtain a refund. However, the customer service is abysmal, partly because each email gets a new 'ticket' and no one ever actually responds. The matter is now with Trading Standards, as money has been taken from my account without their actually fulfilling the order. I suggest that others in a similar position visit www.citizensadvice.org.uk to log their experience”

Helpful Report

Posted 4 years ago

“I ordered back in April some plant pots and seeds, The order never arrived, I have tried calling, sent 7 plus e-mails and not one response, I will never use them again they owe me over £30. Its disgusting that they don't even acknowledge e-mails”

Helpful Report

Posted 4 years ago

“I too have parted with Money for plants that have not arrived. No response to my emails.”

Helpful Report

Posted 4 years ago

“Order placed march, delivered 9 April MINUS 6 plants valued at £30.00. Money was taken at point of order. Have emailed numerous times, been given reference numbers but nothing else. As of today 10 June still no response. They have my money, so wrong.”

Helpful Report

Posted 4 years ago

“After 5 weeks, 2 emails the order of weeping fig arrived. It was not as described at point of sale - it was a weedy looking plant just 30cm tall including the height from the base of the pot. Dishonest sale - it was sold and pictured as being 70cm tall! I won't use this company again and do not recommend them.”

Helpful Report

Posted 4 years ago

“So wish ld seen some of the reviews before l parted with my money. Orders several plants, most arrived damaged others weren't even delivered. E mailed several times, no reply and no telephone number to call. Avoid at all costs. I'm requesting trading standards get involved, they really are con merchants.”

Helpful Report

Posted 4 years ago

“Appalling company! Placed an order which I never received. After chasing and chasing them with absolutely no reply I escalated to PayPal to investigate and get a refund. PayPal never received any reply from Primrose either and thankfully refunded me. Please DO NOT order from this awful company. Primrose, how can you operate a business this dismal? Have you heard of ‘customer service’ or even ‘service’? You fail spectacularly on both.”

Helpful Report

Posted 4 years ago

“Fraudsters, rip off merchants, dishonest, devious, thieves, take your money and don't deliver. Please please please avoid this company at all cost. Better to do without than to be ripped off. They need closing by trading standards and if I can help make that happen, rest assured, I will. CON MEN”

Helpful Report

Posted 4 years ago

“Do not use this company. They do not send the order or reply to emails. They are either incompetent or dishonest.”

Helpful Report

Posted 4 years ago

“I am one of the latest customers to be scammed by Primrose. They take your money then don't send the goods - which is actually a criminal offence. We all understand that times are difficult but Primrose are still trading online and even sending out promotional e-mails, so why can't they follow up existing orders that have not been honoured? After numerous e-mails have been ignored, I sent a letter to head office in Reading and included a SAE. I am not holding my breath. AVOID AVOID AVOID.”

Helpful Report

Posted 4 years ago

“I have ordered with the company worth 70 Pounds on the 13th of April. I have sent them 5 emails since. There is no number to call. It seems its a scam. I dont know who to turn or why are they not answering but they have my money. They definately do not deserve 1 star.”

Helpful Report

Posted 4 years ago

“If I could give the company 0. Stars , I would.... Glacial delivery, terrible communication if you have an issue and scrawny tired and dehydrated plants.. Avoid, avoid, avoid!!”

Helpful Report

Posted 4 years ago

Primrose is rated 1.3 based on 648 reviews