Primrose Reviews

1.27 Rating 556 Reviews
6 %
of reviewers recommend Primrose
Merchant Metrics
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
1.05 out of 5
Returns & Refunds
Refunds Process
Difficult
Returns Process
Could Be Better
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.After having to chase my order, which primrose said had been delivered,they then said they only had part of my address. When the plant arrived it was only half the size that was ordered and paid for. I am waiting for a response from customer service. Not a good first experience.
Helpful Report
Posted 3 months ago
Hi, I am sorry to hear that your order was smaller than normal. I have contacted you directly to request further information so I can assist. - Meredyth
Posted 3 months ago
Ordered plants to the value of £140+. They were delivered as two separate orders as requested. Delivery of the first order the plants condition looked sickly and with not much foliage. The second order, which was identical to the first, the plants were much healthier looking with rich green foliage. I emailed Primrose pointing this out and asking for their comments. No reply received. I emailed again, no reply received Looking at the reviews I see a familiar pattern here.I don't think I will be using Primrose again and would not recommend.
Helpful Report
Posted 3 months ago
Hi, I am sorry to hear that you are not happy with the plants. I have contacted you directly to assist and resolve this with you. - Meredyth
Posted 3 months ago
Had ordered earlier this year, did not receive order after given date, when finally able to contact Customer Services I was given a pot load of excuses & promised another delivery date which passed without a delivery, in total 7 weeks for a 2 week delivery date at which point I requested a refund, this was denied!. Customer Service is absolutely terrible, rude & ill informed when the plants finally arrived 5 out of the 9 were dead, I certainly would not recommend or use Primrose again.
Helpful Report
Posted 3 months ago
Hi, I have contacted you directly to assist as I cannot locate your open order with us. I apologise for any inconvenience caused by these plants. - Meredyth
Posted 3 months ago
If you must shop with them online, do so using PayPal. Only received half my order and were unable to get in contact with them. Had to open a dispute via PayPal to resolve the matter.
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Posted 3 months ago
Hi Jonny, thank you for your review. I am sorry to hear you have not received your complete order and you could not reach us. Apologies for the inconvenience caused. -Lily
Posted 3 months ago
Ordered and paid 17th May to date still not received my order trying to talk is a nightmare over 45 mins on phone still not any more informed when I will take delivery
Helpful Report
Posted 3 months ago
Hi, I apologise for the problems you have experienced in this order. I have contacted you directly to assist and resolve this for you. - Meredyth
Posted 3 months ago
Terrible customer service. Plants did not arrive for weeks and then had suddenly become unavailable. Still chasing refund - 2 months later. Takes them forever to respond to emails and before picking up phone. I will never order from them again.
Helpful Report
Posted 3 months ago
Hi, I have looked into your experience with us and can see I have cancelled and refunded this for you. I truly apologise for your experience with us. - Meredyth
Posted 3 months ago
Poor customer service,no goods,no refund,will not use again.
Helpful Report
Posted 3 months ago
Hi, I have looked into this order and can see that my colleague has assisted and resolved this with you. I apologise for the delay. - Meredyth
Posted 3 months ago
State 5-10 working days for delivery - that passed and I didn't receive the item. They tell me it should be sent within the next 5 days - they do nothing to follow up to ensure it does. Still doesn't show. They said they would send it again, to my knowledge it still hasn't been sent out (even though I've requested updates and tracking info). It's now been a month and a half - I don't have my order, and they ignore all my emails requesting a refund for the item they never sent. Avoid, so many better places to shop.
Helpful Report
Posted 3 months ago
Hi, I have looked into this order and can see my colleague has cancelled and refunded this for you. I apologise for any inconvenience caused. - Meredyth
Posted 3 months ago
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 months 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 months 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 months 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 months 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.
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Posted 3 months 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 months 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 months 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.
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Posted 3 months 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 months 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 months 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 months 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 months 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 months 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 months 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 months 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 months ago
Hi, I apologise for this experience. I have contacted you directly to assist and resolve this for you. - Meredyth
Posted 3 months 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!
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Posted 3 months ago
Hi, I have contacted you directly to assist based on your second review. I apologise for any inconvenience caused. - Meredyth
Posted 3 months 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 months 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 months 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 months ago
Hi, I apologise for the poor experience you have had and the courier problems. - Meredyth
Posted 3 months ago
Primrose is rated 1.27 based on 556 reviews