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

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

“PLEASE AVOID AT ALL COSTS - OTHER BETTER RETAILERS AVAILABLE AVOID - SIMPLY AWFUL CUSTOMER SERVICE - NO TELEPHONE, SLOW EMAILS.. GO TO A DIFFERENT RATAILER I spent over £400+ on 4 pots that stated in stock and ready to dispatch within 1-2 days. Needless to say 2+ weeks later no sign of the items. What makes this worse is that the customer service team said they had been delivered - you really cant make this stuff up! However, after many emails of course at my expense (time and effort) they confirmed they hadn't been delivered? Heaven knows what they are doing over at Primrose - total mess. Guess what, it gets worse! Now i have had an email saying the following; Delivery has failed: • Failed reason: The order is in the depo becouse are to big and heavy for 1 person (NOTE THE REALLY BAD ENGLISH, DOESNT MAKE SENSE?) Can you believe this? I have never come across this before? So i pay for an item online, as per above, now they finally start to dispatch after 2 weeks (false advertising) and now i have a message saying the delivery team cant deliver it? What? is that my issue? i don't employ the team? They refuse to even provide a way of contact or re arranging the delivery. I honestly have never come across this before and will be leaving reviews everywhere. Trading Standards + The Advertising Authority will also be getting complaints about this service. Its not on, do not use them... google other provider who are better and will sell the same item! You have been warned. If you have had a similar experience i beg you to leave reviews of this bad company.”

Helpful Report

Posted 9 months ago

“Ordered a Water feature from Primrose via Debenhams website. It arrived damaged. Eventually got a replacement after Chasing.Debenhams customer service team were excellent. Primrose on the other hand, very poor. Either No or late communication. I wouldn't buy anything else from them.”

Helpful Report

Posted 9 months ago

“Absolutely awful experience. Bought a water feature. Arrived in unusable condition. Terrible quality, especially for the price paid. Emailed immediately to arrange a return. 48 hours later I haven’t heard back and all their phone lines have been shut down…apparently so they can deal with emails (just not mine clearly). I’m astonished at how poor the quality of the product was. That has put me off buying anything from Primrose in the future. Quality checks on products clearly doesn’t exist. It’s a huge box as well, so when I do finally get around to returning it, I’m really going to struggle with it. So disappointed and will avoid Primrose from now on.”

Helpful Report

Posted 10 months ago

“Ordered Lifestyle rattan rope 5 seater sofa set code FU101979. Arrived unpacked and dispensed of boxes (big mistake ) and attached legs. Sofa looks fine but seat cushions that you sit on are extremely hard . Primrose advertise this sofa as relax in comfort with luxury deep filled cushions .the cushions ensure you and your guests can relax in ultimate comfort . This description is incorrect seat cushions rock hard with no give or comfort . Tried to return but without boxes company would not accept and impossible to find boxes of the size required (i tried). They offered to pick them up but would charge £400 to do so and then only refund £669.99 How they come to a figure of £400 i cannot understand . They said product not faulty !? . Their advert and description for this sofa is both wrong and misleading and anyone reading this review i would strongly advise that if comfort is what you are after do not buy this product and beware of putting your trust in their descriptions of other products . Yes they offer refunds if returned in packaging but surely they could have been more compromising when they have mislead their customers in such a way ?”

Helpful Report

Posted 1 year ago

“Attempting to purchase a replacement pump, no responses to emails, I had to call a number of times. Promised an email from accounts to pay for the pump, which was in stock, no email or proforma, I had to call AGAIN to chase. Got the invoice, paid within 15 minutes. I asked for confirmation of receipt of payment - no reply. I also requested proof of order - order number, no reply. I waited 5 days for delivery before calling AGAIN only to be told that the pump was not in stock. No communication regarding my order yet they have had the payment without the pump being in stock- this saga has been going on since May!! Primrose - run as a business and improve customer service!! Order now cancelled and I suppose I will have to chase for refund. Absolutely shocking!!”

Helpful Report

Posted 1 year ago

“Shocking, cannot call them, offices are always closed. Info@primrose.co.uk is an automated email address with no replies. No order details emailed so cannot even use that as a point of reference. Trustpilot reviews are very bad indeed. Only way to resolve is by contacting Bank and proceed with a charge back. DO NOT BUY FROM PRIMROSE.CO.UK”

Helpful Report

Posted 1 year ago

“Ordered item nearly a week ago paid for next day delivery…. still no item”

Helpful Report

Posted 1 year ago

“I ordered Order ID #2000257003 a flower pot from Primrose on the 22nd May and paid £53.46 including £7.99 postage and packing. No word from them as to delivery some 8 days later, I’ve emailed their support team twice, just received a generic email response. I’ll update here as to when the goods are received……UPDATE (2nd June) received this email from Primrose at midday 31st May…… ‘I do sincerely apologise for the delay of your pre-order. I have checked your order with the warehouse and I have been advised we have just received the stock from our supplier, however your order will now be processed and it will be dispatched until tomorrow. You will receive an automated email notification as soon as the order has been shipped. Thank you for your patience with us”…….no contact since re delivery date.”

Helpful Report

Posted 1 year ago

“1 item from order not delivered, could not get through to customer service! phone lines always say offices now closed no matter what time of day you call. Finally got a response after sending 3 emails and it was from a very rude customer service manager who told me my item had been delivered. Sending me proof of delivery with no house number just the name of the road and some random signature? Finally getting refund after escalating to paypal. I WOULD AVOID THIS COMPANY AT ALL COSTS AWFUL SERVICE.”

Helpful Report

Posted 1 year ago

“Awful customer service. The panels I ordered were flimsy and not fit for purpose. Tried to speak to someone about a return but it’s impossible. They didn’t want to know and just referred me to the “chat” option which puts you in a loop of unhelpful standard replies. I requested a callback via the chat AND email but heard nothing. Do NOT order from this company. I was ripped off completely. I had to sell the items to a friend who could use them but at a significant loss. Never trust a company with no phone number”

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Posted 2 years ago

“Stay away, get money, never deliver company.”

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Posted 2 years ago

Hi Oliver, I'm sorry to hear about your experience. Could you please send us an email with your order number and delivery address, so we can fix things? Thank you. - Monica

Posted 2 years ago

“ABSOLUTELY SHOCKING QUALITY PLANTS. I WAS LIED TO FROM RHE MOMENT I PURCHASED THE VERY EXPENSIVE MAGNOLIA TREE. IT WAS NOT A 12 LITRE 200-240CM. WHAT ARRIVED WAS A DISEASED AND DYING 10 LITRE. AVOID THIS COMPANY, THEIR CUSTOMER SERVICE IS ZERO. WORST ONLINE. GARDEN CENTRE. AND BELIEVE NE, THERE ARE A FEW. BUT THESE ARE THE WORST !!!”

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Posted 2 years ago

“Would not buy from Primrose again, been chasing them for two weeks on my order. Emailed 3 times and no reply. Finally got through last week and they promised they will let me know. Nothing happened for a week so called again, waited 40min to get through just for them to tell me I need to pay an extra £40 for delivery 😡🤬 why wait two weeks to tell me this. I cancelled my order so will see how long it takes for my refund to come through.”

Helpful Report

Posted 2 years ago

Hi Armand, I apologise for the experience and service you have had with us. I completely understand your disappointment. I see my colleague gas assisted to resolve this for you in the meantime. -Lily

Posted 2 years ago

“The returns process is awful, I returned some items but they refused a refund as they have ‘no record’ of the return. Been told by customer service to take it up with Royal Mail instead…”

Helpful Report

Posted 2 years ago

Hi Jaselyn, thank you for your review. I am really sorry to hear of your experience. I have looked into this for you and I see your order has been received back in the meantime and our returns department has refunded the order upon receipt. I do apologise for any inconvenience caused. -Lily

Posted 2 years ago

“delivered in so called safe place but not received. end if story from customer service. delivery 3-5 days which meant l would have been in but took 10 days. won't be buying from them again!!”

Helpful Report

Posted 2 years ago

Hi Anita, thank you for your review. I am really sorry to hear you have not received your ordered within the planned delivery time. I have followed this up for you and I see the goods have gone lost and we have sent replacements for you. I do apologise for the inconvenience caused. -Lily

Posted 2 years ago

“can honestly say that I do not like to leave bad reviews. However, with Primrose it`s has to be an exception. And the only reason is, that I`m frustrated by their customer service to provide well, customer service! To cut to the chase. Ordered a lovely fountain two weeks ago. arrived faulty. Which is fine, it happens, and I fully accept that. It just that 2 weeks on, and I seem to still be battling for replies to emails. They have agreed to replace the water feature. But that`s were it ends. I heard nothing back. I have prompted them a number of times on live chat to push things through. And yet they still ask me to revert back to email. And yes you guessed It....with no replies. I have now had enough, and have asked for the faulty item to be collected for a full refund. It`s a real shame. The fountain is great, and I would have had a replacement. I just cannot bare the thought of going through all that nonsense again if the second one is faulty. Lesson learnt: I will be buying locally in the future on items such as this. If something is faulty. God help you if you have to go through customer services.”

Helpful Report

Posted 2 years ago

Hi Mark, I do sincerely apologise for the experience. I am truly sorry to hear we were unable to replace the faulty item for you. -Lily

Posted 2 years ago

“Dreadful company. Placed order in February and initially was sent the wrong products. After a couple of weeks managed to have the incorrect items collected but over the coming 4 months and numerous calls and emails, plus lots of being on hold and then finally just being cut off, still was being fobbed off with delivery would be SOON! Never came and in the end had to put in a request with Paypal to get a refund. Will never use again.”

Helpful Report

Posted 2 years ago

Hi Mark, I'm sorry to hear about your experience. I have contacted you directly to request further information so I can help resolve this for you. -Lily

Posted 2 years ago

“i recently bought 5 bags of stones. i weighed each bag. it was supposed to be 20kg each bag. 2 bags were opened. these were the weights of the bags of stones. 16.2, 17.1, 16.7,13.3, 17.6. instead of getting 100kg of stones i received 80.9kg. 19.1kg missing. i am very disappointed with your service. when asked about it, i was asked to send photographs.”

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Posted 2 years ago

“Regrettably I have to give 1 star. My experience was terrible: 1. conflicting information about delivery date 2. poor quality product (metal garden pot) 3. the pot opening was smaller than described ie. the dimensions were only listed for the full width but the opening is narrowing meaning my pot wouldn't fit. This should've been made clear. 4. customer service argued the point when I tried to return and wanted me to pay for the return until I mentioned the Trades Descriptions Act. I will not use again. Cheap materials and just not worth the trouble.”

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Posted 2 years ago

“I have to agree with a lot of the reviews and I wish I’d done more research when placing an order. I ordered some vegetable plants in May for dispatch by the end of the month. I’ve called weekly and been told each time ‘ they’ll be there next week and we have a problem with our nursery’ Up until last week, they were still selling them online. I don’t even think the plants exist or are even alive at this point. So why didn’t I request a refund? Well I was going to but all other retailers were sold out, my seeds had failed and I was also told that I wouldn’t be getting my postage refunded because the one small packet of seeds did actually arrive. Absolutely avoid this company and don’t make the mistake I did.”

Helpful Report

Posted 2 years ago

Primrose is rated 1.3 based on 648 reviews