Primrose Reviews

Name: Primrose
Rating: 1.27

1.3 Rating 643 Reviews

6 %

of reviewers recommend Primrose

Company Reviews

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Metrics

1.3

Based on 643 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

“Awful customer service, don't buy from them. Plant arrived in broken conditions and customer service did nothing to help”

Helpful Report

Posted 1 year ago

Hi, I'm sorry to hear about your experience. I have looked into this for you and can see my colleague has resolved the issue for you in the meantime. Apologies for the inconvenience caused. -Lily

Posted 1 year ago

“The worst company.... DO NOT BUY ANTHING FROM THESE PEOPLE. I paid almost £1800 for outdoor furniture including the packaging service to be delivered to my elderly parents. 10 days after placing the order I chased to see where it was and I was told it was out of stock. They checked again and said it would be delivered the following week. The courier called and said they would deliver but would not offer the unpacking service. My elderly mother said they had paid for this and the courier refused to deliver and somehow managed to cancel my order. After a lot of calls and livechats to Primrose I was promised to receive the order the following Monday but again, nothing arrived. Again, lots of calls to priomrose which were met with surprise as their system stated the order was delivered which it was not. We had a call from primrose a few days later (two ladies called Angela and Antonia) who were very nice and promised the order would arrive today. Obviously nothing has arrived and my mother called to get an arrival time and was told that the courier had cancelled the order. Every time you call (if you can get through) they just give you the same BS of "we will check with the warehouse" it has now been over a month since I placed my order and we have not received anything This company is a joke, run by children and I believe it might actually be a scam. AVOID AVOID AVOID AVOID”

Helpful Report

Posted 1 year ago

“Absolutely awful - ordered a large number of veg plants January 2022. It’s now the beginning of July and despite repeated contacts with the (useless) customer service team nothing has arrived.”

Helpful Report

Posted 1 year ago

“Appaling! I couldn't trace my delivery. I sent 3 messages via their website and I still haven't had an answer to any of them 2 weeks later. My delivery still hasn't arrived (although it was promised within 3-5 working days) either and I don't know when it will arrive because their carrier Yodel is a complete mess.”

Helpful Report

Posted 1 year ago

“Order confirmation said plant would be delivered in 2-5 working days. After six days - no plant and I was becoming concerned about the plant being in transit for so long. Every time I emailed an enquiry asking where it was I got a reply asking me to "Recommend Primrose" . Eventually I got into an online chat with Primrose who told me that it had been "Merchandised" ie given to courier 6 days before and they would contact me at end of week to advise delivery date (by which time the plant would have been in transit for at least 10 days . So I said that was unacceptable and I would like my money back. They said sorry, couldn't cancel order or have money back as it had already been "Merchandised". Amazingly, a very small pathetic plant arrived the next day. Very loose, not enough soil - obviously had not been grown in that pot just pulled up from somewhere and dumped in pot. No other soil in packaging so it hadn't fallen out. Fortunately the plant was only £14.58 so not a fortune but a complete waste of money - my first and last order with Primrose. My next email will be to Trading Standards. Don't be tempted to use this company. I have photos if anyone would like to see them.”

Helpful Report

Posted 1 year ago

“Avoid like the plague,a scam, good luck in getting your money back”

Helpful Report

Posted 1 year ago

“more fuel on the fire I'm afraid - ordered and paid for plants - they didnt arrive - no proactive contact and when I emailed regarding non delivery, all I got was a "ticket" number - nothing ever happened1 I wish I'd read the reviews before ordering AVOID AVOID AVOID”

Helpful Report

Posted 1 year ago

“Sent 3 chasing emails now still had no response whatsoever. If the items can’t be supplied just make the refund and tell me.”

Helpful Report

Posted 1 year ago

“Second order with this company and second let down. First order was for a 5ft tree that arrived just under 3ft . When contacted the company just stated ‘ it would grow ‘ even though I had paid for the 5ft as opposed to the cheaper 3ft. Second order place a few weeks ago and paid for plants and email received weeks later stating they were delighted to inform me the order had been dispatched. The following day email received stating a refund had been processed that could take up to 5 days . When contacted they simply stated they were out of stock and dispatch email was a mistake…… disgraceful… they accepted an order and full payment yet didn’t even offer an explanation as to cancellation until I contacted them. If this is the way they conduct business and treat customers then hopefully their business WONT grow like they stated my overpriced tree would !!!!!”

Helpful Report

Posted 1 year ago

“AVOID, AVOID, AVOID I ordered 4 cherry blossom trees for delivery in early June. I made some initial contact with customer services to find out more about delivery dates because I knew I was unavailable for some days. The customer services representative was abrupt and rude. When the date came round, I chased numerous times (via email to the original representative) to find out whether my items had been despatched. I then used the chat feature where a customer service representative told me that it would be with me by the end of the week. I queried stock levels as the website was saying not available until January. I was again told that the order had been processed and would be with me between 2-4 days. She promised to confirm my order via email, but I'd heard nothing. So I got in touch with the chatline AGAIN and was told it hadn't been sent out and finally that it was out of stock. Although he did send me someone else's tracking details and postcode before that. Finally I have requested a refund, which he has promised that he has processed - but let's see if that actually comes. I will be raising a dispute ASAP if there is no sign within a few days and also sharing the SCAM that is this website. If I could give less than one star, I would!”

Helpful Report

Posted 1 year ago

“Absolutely atrocious online garden centre. I ordered £300 worth of plants for the first time and according to their courier they delivered the first package to my address yesterday and left it in a secure location despite the fact I was in the entire day and no delivery driver turned up! No calling card was left and no proof of delivery has been obtained. Primrose are ignoring all of my chasers and queries. Avoid them at all costs, they are cowboys!”

Helpful Report

Posted 1 year ago

“Oh dear seems I’m not alone. Ordered plants 16/5 delivery said mid/late May and still not arrived. No customer service follow up had to chase 3/4 times. Only respond to web chats. Said delayed and gave a new date after having spoken with supplier. When this date came and went chased again and was told problem with supplier and don’t know when it will be delivered! Still processing orders on website. Shocking company who don’t know what customer service looks like. Probably have problems getting a refund. We shall see”

Helpful Report

Posted 1 year ago

“I’m very concerned and wish like others who have written reviews that I had read them first. I ordered a water feature. I had to order over the phone as the website wasn’t taking off the discounts and even WAYNE couldn’t get the website to work. However I persisted (stupidly) with the order and what a surprise…no water feature. No sensible response to emails as yet. Oh dear Primrose what a disaster you are…”

Helpful Report

Posted 1 year ago

“Wish I'd reviewed Primrose.co.uk on trustpilot before I purchased my plants. Ordered on 31/05/22 with 7 to 10 working days delivery (they only work 3 days, less, if there's a bank holiday). Left 2 email queries 146428, 149876 (chat line non existent) to when order would be dispatched then latter to cancel order and obtain refund. No reponse. I doubt if I'll see my money again and feel upset as I thought this was a reputable company going by their professional Web site.”

Helpful Report

Posted 1 year ago

“I don’t even know where to start, this company has been awful. Ordered on 14th June and nothing delivered by 17th June even though it was a 1-2 days delivery service. We had no dispatch email saying when it was going to be delivered, couldn’t get hold of anyone on the phone, it started ringing but then just hangs up on you. Only managed to get an answer through email to be then told that we’ve already received the goods on the 9th June and to check around our property as it could be hiding somewhere. Amazing how they delivered them on the 9th but didn’t order until the 14th, must be mind readers! Sounds like they don’t have a clue who’s order is who, they argue with you and won’t listen to what you have to say. Never would recommend this company and never will use them again. It’s actually quite scary that you give your money to companies like this where they just take your money without any goods.”

Helpful Report

Posted 1 year ago

“Ordered a water feature. We’ve got your order (and mt money)- No. 2000131507. It said. Nothing received yet. I have emailed twice, tried to call, NO ANSWER!!! Where is my order????”

Helpful Report

Posted 1 year ago

“I wish I'd looked at more indepentant review sites about Primrose before I wasted over £180. My tracking code showed still "being processed" for my delivery dates so I phoned them and was told by a man named Tumelo that my 4 x 6ft bamboo plants were out of stock (contradicting their website info). I was told my refund would be processed and my order cancelled. The following day i received an email to say delivery would be made today but I could refuse delivery. Not possible as nobody home, I informed them. However, when arriving home from work there were 4 x 6ft tall boxes at my front door - all of which contained plants 2ft tall. I tried to call to have them collected but am told "all agents busy, try again later". Further phone calls get same response. An email was sent with photograph and a refund request together with a question asking when they would collect this unwanted delivery. So far all unanswered. Watch this space, but I'd suggest avoiding this appalling company.”

Helpful Report

Posted 1 year ago

“Awful company waited 3 weeks for a sofa that should have been delivered in a few days. Never call back despite saying they will and wait times to get them on the phone were nearly 20mins each time. Had to cancel my order as they couldn't actually tell me when I would get it despite allegedly having the item in their warehouse. Awful company avoid at all costs.”

Helpful Report

Posted 1 year ago

Hi, I apologise for the experience you have had. I have looked into this order and can see my colleague has contacted you to resolve this. - Meredyth

Posted 1 year ago

“Avoid at all cost. This bunch of clowns take your money. Goods don’t get sent out. No one responds to emails. I’ve escalated a complaint with PayPal. Don’t really see why they should clear the mess up! Read the reviews. Save yourself the agro. Customer service diabolical. Latest trick is arranging delivery. Then cancelling that delivery. PayPal. You really should think about why you do business with these low life scum bags.”

Helpful Report

Posted 1 year ago

Hi, I have looked into this order and can see that the items were sent out within the delivery window that they were ordered for. Our team has also been in contact consistently to resolve this for you despite the context of the messages that were sent. I apologise that we were not able to resolve this for you. - Meredyth

Posted 1 year ago

“We are appalled at the lack of service from this shoddy company. We ordered 3 plants. A Prunus Saturn Peach which arrived very poorly rooted and is currently a stick in the ground, clearly dead. We are awaiting a Lemon Tree due back in April, it's now late May. Arriving in June should be a Pear Tree. Frankly we want our money back but it's virtually impossible to contact this company by phone. We are considering legal action. If anyone from the company reads these reviews I suggest that you answer your phones and deal with the storm that you have caused.”

Helpful Report

Posted 1 year 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 1 year ago

Primrose is rated 1.3 based on 643 reviews