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Primrose Reviews

1.3 Rating 643 Reviews

6 %

of reviewers recommend Primrose

Company Reviews

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

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

“I spent 150 pound, on plants,I ordered on the 21st May. They were supposed to come within 7 to 10 days, they hadn't came by three weeks, so when I rang, the Asian lady said they haven't been picked you will get them end of this week or beginning of next week. They came on the Monday, I went to put them in garden the next day. Half of them were mouldy, so put them in the garden,hoping they would pick up, but they are dying. I rang to complain yet again an Asian woman, who told me to send photos,when I explained I didn't have a computer,she said without pictures I wouldn't get a refund.I couldn't understand half she said. When I asked to speak to an English speaking person I was told I was disrespectful, and rascist. Well thats a lot of money I have lost for nothing, I will never use primrose again, these plants had obviously been in the box for a while for them to go mouldy.”

Posted 2 years ago

Hi, I have looked into this with you and it has been agreed to send images via your home computer. I apologise for any problems caused by the damaged plants and our english customer service representative. - Meredyth

Posted 2 years ago

“The plants I ordered on 26.4.21. arrived unfortunately in a very poor condition. One plant has not survived at all. I eventually managed to get through on the phone but was advised to email and I would have a support user activation number. This was on 30.4.21. I received a blunt response to my email to which I replied with all the necessary information requested. I have still yet to receive any further response. I have tried on a number of occasions to get in touch by phone unfortunately it is always engaged or that option isn’t available that day. How a business can continue to operate with such poor customer service is beyond me. Save your money and shop elsewhere for your garden requirements, your garden deserves good quality merchandise.”

Posted 2 years ago

Hi, I am sorry to hear this. I have contacted you directly to assist and resolve this with you. I apologise for your experience. - Meredyth

Posted 2 years ago

“I’ve honestly never experienced worse customer service and the quality of their fence panels is extremely poor for the price. I bought 5 heavy frame willow fence panels which look great online and would be amazing in real life if built properly but sadly they aren’t. The frames don’t align properly and the willows stick out. I was prepared to accept all but one though which was delivered badly damaged. I emailed the next day and simply asked for a replacement. I have emailed 3 times, submitted a report through their portal and heard absolutely nothing in 10 days. I’m in total disbelief that any business can operate in this manner. Avoid at all costs.”

Posted 2 years ago

Hi, I am sorry to hear that it has taken us a long time to assist. I have contacted you directly to assist and resolve this with you. - Meredyth

Posted 2 years ago

“Ordered pre planted pot and basket selections in early May. Arrived this week whilst I was out with no warning of delivery. Although requested the delivery be left in a cool place, they were stacked in blazing sunshine at my front door. Needless to say the plants were severely damaged and wilted. Will not be using this company again.”

Posted 2 years ago

Hi, I apologise for the plants condition. I have contacted you directly to assist and resolve this for you. - Meredyth

Posted 2 years ago

“Package arrived unannounced and in a badly damaged box. There was no checklist inside to check the contents with. Judging by the build instructions I suspect that contents are missing. I emailed Primrose whose automated reply said that they would respond in 2 days. 7 days later there is still no reply. I tried phoning twice but after and automated message they hung up. I never got to speak to anyone. I emailed again and am awaiting reply.”

Posted 2 years ago

Hi, I apologise for the experience you have had and how they have arrived. I have contacted you directly to assist and resolve this with you. - Meredyth

Posted 2 years ago

“Initially I emailed to ask when my plants would be delivered. Three days later I discovered my ticket had been closed without any response from customer services. I spent 20 minutes waiting for customer services, when I did get through I was told that the courier hadn't collected my plants. After the phone I received an email to say expect the plants by next week, a delivery notification would be sent. The next week I had no notification but the plants arrived half dead. Blackened leaves , bone dry soil, broken flowers, they were in a terrible state. I took photo's straight the way and emailed the pictures to customer complaints, two days later and no reply from Primrose. It was obvious that my plants had been boxed up and left for far too long before they were finally delivered. Primrose you have shown total disregard throughout, your customer service was non existant. This is the first and last time I use you.”

Posted 2 years ago

Hi, I apologise for the experience you have had. I have contacted you directly to assist and resolve this for you. - Meredyth

Posted 2 years ago

“After having a horrendous time trying to get plants delivered last year, which eventually only happened after I raised a PayPal dispute, I mistakenly decided to give them another go this year. More fool me. Delivery date came and went with no arrival. Primrose are *still* promising 3-7 day delivery next to many of their lines, which is downright misleading given their own admission that they can't meet this. Plants eventually were not delivered to me but instead to someone almost five miles away, who kindly drove them over to my house. About half the plug plants were snapped, dead, or rotten. 25 out of 30 from a set were not in the delivery at all. One of the potted plants was dehydrated and dead. Attempts to reach the customer service team by web chat and phone were not successful. Given this is now the second year in a row of horrendous service I've just gone straight to a partial refund request via PayPal dispute resolution. I expect at the most there will be the usual "we're sorry to hear about your experience" from one of their reps on here. The problem with this company lies not with those people, but instead at the top; their corporate culture is clearly terrible which is filtering down to the level of service provided throughout. Do *not* buy from this company. They don't deserve your money.”

Posted 2 years ago

Hi Chris, thank you for your review. I am really sorry for the experience. I have now emailed you to resolve the issue for you. Apologies for the disappointment caused. -Lily

Posted 2 years ago

“.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.”

Posted 2 years 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 2 years 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.”

Posted 2 years 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 2 years 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.”

Posted 2 years 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 2 years 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.”

Posted 2 years 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 2 years 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”

Posted 2 years 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 2 years 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.”

Posted 2 years 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 2 years ago

“Poor customer service,no goods,no refund,will not use again.”

Posted 2 years 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 2 years 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.”

Posted 2 years 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 2 years 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”

Posted 2 years 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 2 years 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 !!”

Posted 2 years 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 2 years 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.”

Posted 2 years 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 2 years 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.”

Posted 2 years 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.”

Posted 2 years 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 2 years ago

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Primrose is rated 1.3 based on 643 reviews