Primrose

Wish I'd reviewed Primrose.co.uk on an independent review forum( not Yotpo which primrose.co.uk use) 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 ******* 13/6/22,******* (15/6/22)
(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. 20/6/22 Have since emailed again for my money back but no response so far.
22/06/22 Received emails from primrose customer service from 2 advisors, 3 regarding direct emails sent to them and 1 in response to trustpilot review.
All were very apologetic to the delay in response and order. Bottom line was that my order had been dispatched so there was nothing they could do.
I received my plants same day,(please see photo)
Sent another email with pictures of dying plants that'd obviously been in container for more than 2 days and got a reply next day saying my money would be refunded. It was in my account on 24/6/22 by Meiko Ltd. I'll never use this company again but really glad they paid up in the end.

Ignore all of the obviously paid for 5 star reviews on their website and TrustPilot and simply read reviews on independent review sites such as this. A fake company trading under a different name that fails to ever dispatch orders. AVOID AVOID AVOID

Placed and order online and paid close to £50 for a peach tree with a stated delivery time of 2-4 days. Other than a confirmation email on the day of payment I didn't receive any further correspondence.

The tree was purchased as a present for Mother's Day which was the following Sunday. With a 2-4 day delivery time you would assume that would be sufficient time for it to arrive.

So, decided to ring them to be told "oh it's with the courier". When asked for the tracking number they were unable to provide one but simply said it's DX. Anyone who knows DX will know EVERYTHING gets a tracking number IF they have it.

I then get a reply to an email from another so called customer services rep who said due to a delay with their suppliers the best they could do is estimate delivery early next week. I. d after Mother's Day.

No apology about why they didn't get in touch sooner to say there was a delay. Nothing but a sham company who, it would seem, simply take orders and then try and fulfil some of them with other suppliers.

Just so we can be 100% without doubt who you are dealing with (and they come in a number of guises and company names) but if you do a companies house search for Mark Pearson (so called CEO) or Meika Ltd you will see who's involved in this sham together with other trading names which you may wish to avoid.

I get things sometimes go wrong, but having rubbish customer service processes is simply down to bad management.

I wish I'd looked at more independent 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.

This is a shame of a company, lie take your money but don't send out goods
I find their reviews on their own website hard to believe as other independent review sites have submitted very similar experience like I had. No hope of getting to speak with anyone dismal customer service, lie about orders and a nightmare to get a refund or goods
I didn't get mine had to resort to daily emails to get money back
Cannot stress how much to avoid. Companies like not fit to be operating, taking peoples money and completely disrespectful & disregard customers

I wish I read the reviews before ordering. What a load of rubbish.
Order was due to come in 3 parts.
First one arrived, 3 boxes of plants absolutely battered, sent pics to customer services, which apparently wasn't enough evidence of damage.
Second batch of plants didn't arrive. Was told 4 different stories 1) had been dispatched 2) out of stock 3) Cancelled in error would be here in 7 days 4) Cancelled in error would be dispatched in 7-10 days.
The only item that did arrive undamaged was compost, which is ironic as I have nothing to plant.

Still awaiting refund, will have to do chargeback from bank. Terrible from start to finish.

I purchased a fountain in December 2020. It was in stock. I contacted them in January and was told it would be 10-12 weeks from the date of my order.
To date, I have not received (nearly 16 weeks later).
The item is now more expensive at other websites, and they still have my full payment.
I confirmed on numerous occasions i would get my item.
Customer service is appalling

Ordered in April, received one generic email re Covid and delays, then nothing.
Hundreds if not thousands more in the same boat, handed over cash and received NOTHING!
Primrose are not replying to emails or social media enquiries, not issuing refunds, but still trading and taking new orders along with payments.

Actively closing down their review pages on other review sites to stop people complaining in public.

Disgraceful!

Just check their Twitter page for the sheer number of unhappy customers being ignored when asking about their goods or their money.

May 20th is when replies on social media stopped.
Just about damage control now.

All the updates on the website suggest its business as normal, just with some delays which are out of their control. Don't sell, and take money for items you can't source or ship. Simple.

May 12th update.

My hanging chair arrived, clearly a used one that had been returned, badly repackaged with loose parcel tape. Frame had two deep scratches on it, one of which was rusting.

So spoke again with Ma*** in Customer Services. She acknowledged receipt of the supporting photos I sent and promised a call back from her or D**n (the Supv) by 4pm.

No call. Rang just after 4pm and ended up 45 minutes trying to get a full refund arranged. After being put on hold again, I was cut off.

Rang back at 4.45pm. Got thru at 5.05pm to 'A**a.' I almost begged for help. She put me on hold... then I got cut off. In fairness she rang me straight back. Then put me on hold again, then I got cut off again... this time no call back.

FFS.

I have spent over 500 quid and feel utterly ripped off and treated with total disdain.

My advice? Avoid using Primrose unless you want endless hassle, poor quality product, and zero level of satisfaction... oh yes, and you fancy being £500 out of pocket with seemingly little chance of anyone being decent enough to talk to you to resolve your problem.

Appalling...!

Won't be ordering again from this company. Placed a order for 3 plants. When I received them one of the plants were missing only to be told 3 weeks later I wouldn't be receiving it. Also one of the plants I did received were damaged. Sent 2 emails and got no response. Communication and product quality was rubbish for the expensive prices paid

Ordered Lifestyle rattan rope 5 seater sofa set code FU*******. 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?

Terrible, in fact WORSE than terrible. Customer service is shockingly bad, no communication despite repeated attempts for updates on our orders. And it wasn't a one off as my wife and I tried 3 different orders (thinking we just had an unlucky experience the first time) but each time the experience was beyond woeful. Our last order we're still waiting for 3 months on and Primrose's Customer Service team have failed to respond to 5 attempts to get an update. Refunds are hilarious - they refunded part of our first order 2 months after placing it with a made up number! Feels like this is a joke of a company who are happy to take your money and then do nothing, just sit on your cash for months. Truly shocking bad service in this day and age. As online retailers ourselves there is no way we'd still be in business if we traded the way Primrose does. And using Covid as an excuse for terrible service, failed deliveries and no comms is just not acceptable. Avoid Primrose at all costs.

I know that with Covid-19 many companies are struggling to keep in business, but Primrose is showing its customers that it does not care. I had a generic email yesterday saying that my order has now been cancelled.
I placed my order in March, with one item due in stock on the 2nd April, when I checked early April it was showing as back in stock, so I thought everything was okay.
Since then I have been sending Primrose emails and on-line messages for the past 4 weeks (phone lines closed), trying to find out when they were going to dispatch my order - not a single reply.
I have even contacted my credit card company, to report that Primrose has not sent me my order and is not replying to any communication!
I am extremely disappointed and upset that I have wasted my time with Primrose. I could have bought the items separately from other companies, but choose to use Primrose as they had all the item I wanted (or so I thought).
Like other customer I would like to give 0 star and I will never be using them again.

I have tried to use this company twice, both times nothing arrived. I am fighting to get a refund from silent customer service. DO NOT buy from this company.

Primrose are taking on line orders and not fulfilling them. They have taken 600 pounds from me and not fulfilled my order. They won't respond to calls, e-mails or tweets. It's been 30 days since they took the money from my account.

I have ordered 4ft 'Boskoop Glory' Large Grape Vine | 4.5L Pot
and 3ft 'Phoenix' Grape Vine | 4.5L Pot. However, one of the vines wasn't in the condition I expected it to be in. Most of the leaves were dry and yellow and some of the tendrils and stems were damaged. I emailed them to solve the problem and this is their reply: "Unfortunately this can be a common issue across the main order plant industry, our nursery have made the following comments regarding this: Transit of plants can be mildly traumatic, being uprooted and unwatered for the period of transit, especially in the warmer months, though this rarely results in any issues with the plant once it has arrived and is planted. They can only advise to keep the plant well-watered, and continue to monitor its progress over the next 3-4 weeks. I'd recommend watering the plant either early morning or late in the evening, to prevent the evaporation of water, allowing the plant to get as much as it needs. If the condition of the plant does not improve after this time, we can take further action. "

I ordered 2 bamboos from Primrose and although they were packed well they were rather scruffy, but having quite a few bamboo in the garden i thought that this was just the shedding leaves stage of the plant. Unfortunately though the plants have become thin dry and dropping leaves all over the place. But what has made it worse is when I contact customer service firstly i'm treated like i don't really know anything about bamboo and told more or less to just accept their condition. So after visiting a local well known store today and seeing the same bamboo in tip top condition i felt i had to complain to primrose yet again. So they have offered me a £10 voucher off my next order! Yeah right! feels like a kick in the teeth really! What a waste of money..... I won't be buying from this company again!