Primrose - www.primrose.co.uk

I cannot recall having a better experience with a customer service team - ever! I needed to source a specific type of fence panel, and they really went above and beyond to get me what I needed in a cost-efficient and timely fashion. Really just the best team! Thanks guys.

I brought 2 plants from them over a year ago, so they didn't flower straight away.

The first passionflower flowered and I realised they sent the wrong one.

They never sent correct one but managed to get refund via PayPal . The second a honeysuckle flowered this year only to find again wrong one ! It's now too late to do anything about it and I am stuck with plant that is wrong colour for my garden design .

The customer service was shocking and unacceptable . I will never buy from them again and encourage others not to either.

There are plenty of other companies out there that are much better !

Wish I had read reviews before purchase.

Worst experience

Worst experience. No one answers the phone when you call about issues with the product. No response from emails sent within 24 hours of delivery. I’m 2 chairs short at present as the faulty 2 were packed away to avoid further issues. The table was missing 2 washers. Considering this is not a cheap item, I’m really disappointed with the service, I know mistakes and issues happen but come on sort it out!

I 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.

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!

I tried to order twice from this company- both times I have revived nothing. Months of emails and still no refund. I cannot believe they can get away with this and still be trading. Promises things would be sent have amounted to nothing. Do not use.

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 13/6/22, 149876 (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.

I wish I'd looked at more indepentant review sites about Primrose.co.uk 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.  Emails were sent with photographs 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 company.

You are probably here to read others bad experiences of this complete sham.

They state 2-4 day delivery times and don’t have the basic, common courtesy to drop and email or make a call if the item you have ordered is delayed.

I’m my case, the item was ordered in good time as a Mother’s Day present the following Sunday. It wasn’t until I emailed and rang them (which resulted in two different stories) that they said there was a delay and to expect it the following week. That is, after the day the item was required for as a present.

All I would say is look at other reviews. The internet appears to be awash with similar stories about the same company.

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. "