Ordered a barbeque online on Saturday. Expected as per their 'Promise' on the home page of their website that I would get my barbeque on Tuesday. Waited in all day....no delivery. Rang and was told that due to the number of orders they had received the lorries were full and my item wasn't loaded due to lack of space. Was told that it would be delivered Weds before 12. Waited in Weds morning....no delivery! Rang again and was advised that due to the number of orders it was not being delivered and would be delivered tomorrow, Thursday. I complained and was offered my delivery cost back which I accepted however I advised that I wanted compensation for sitting in for 2 days already and another day tomorrow. I am a contractor and do not get paid if I don't work so I will have lost 3 days pay as a result. I was offered £20 credit note to spend on my next purchase with them!!! Why they thought I would ever buy anything from them again is a mystery but I have found them unhelpful and arrogant so maybe I shouldn't be surprised. Sent an email to their complaints department, no reply. Have just chased again so I will wait and see if they bother to reply. Believe their 'Promise' and buy from them at your peril!!
Bought a Spring Lily Programmable Solar Bird Bath Water Feature with Lights June 2013 and in spite of looking after the pump, cleaning and bringing it indoors for the winter it refused to start this year! After countless emails and endless minutes on the phone the company does not feel it necessary to answer. The Bird Bath is still under guarantee which is seems they have no desire to honour. Bad experience, left with an expensive pedestal but no water feature !! DO NOT SHOP AT THIS SHOP - THEY DO NOT CARE ABOUT THEIR CUSTOMERS.
I ordered two wall plant holders from Primrose, waited in at the specified time to have the wrong items delivered. I phoned within an hour of the delivery to inform them of their mistake, spent about 10 minutes on the phone while the rep tried to find what they sent me - asking for codes etc. from the box (which I could not find). REALLY POOR CUSTOMER SERVICE. The items I ordered are not in stock, despite £58 payment being taken and no refund will be received until they get their misspent items back. I said they could collect today or tomorrow, but they could not arrange that, so now I have the box in my (small) hall until Saturday, and they will have my money in their account for over a week - I can only hope that they return it promptly!!! I would not recommend this company for their poor customer service, lack of professionalism - the tone of voice used by their customer rep was rude to say the least, as if their mistake was my fault, and all round lack of care for the customer. When I asked why the items I had ordered were not there if payment had been taken I was told they process 1000s of orders so they can't say what is in stock!!! - REALLY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
primrose is a bad places to get garden things from and say that you have not payed and pay pal has send a email saying you have payed and the £4.99 post and packing to get it next day and if we did not take to Katie we wold of still of been waiting for it and i wold of not advice to not buy anything from primrose.
I purchased an outdoor heater and it was delivered with a broken heat tube. This was not obvious until the item was assembled (probably a hair line fracture) and it switched on and it started to give off smoke. I telephoned and requested for item to be repaired. I was initially promised by a member of staff that they would send a manual and the tube in the post. After waiting a week and a half without the tube. I telephone to enquire and I was told there was no record of my conversation(I have my phone log to prove it). I went through the same process again explaining what happened. I was emailed a manual in pdf format for replacing the tube. It was obvious from the manual I would need a qualified electrician to do the repair. I have therefore requested for the item to be collect and refund issued. I was advised that I had to be at home between 8am and 6pm Monday to Friday for the courier to collect it. I was given the option for it to be collected from a secure point at the front of my house but refuse to do this as I did not consider it to be secure enough. Now I have arrange for someone to be available all day today for courier to collect the item and they have not showed up. I have made many a purchases from Primrose and I have had some problems with some of the items however they were not expensive and I have been reasonable in not requesting a replacement or refund. However this has taken the biscuit. How can an organisation that sell to retail customers refusing to offer a times slot for returns? If one is running their own business they can ill afford to take time off to sit around hoping that a courier will show up. I am sorry but I would never recommend them to anyone and they have totally disappoint me.
I ordered 3 large plants from them. One was a 3 litre Goji berry, price (£10.95) which when it arrived was a plant from a 3" pot (value £3-£4) which had been transferred to a 3 litre pot before posting. A request for a refund met with this response, "the description doesn't state that the plant wil have a 3l volume root wrap, it says that it comes with a 3l pot which this does." The plants also suffered from poor packing. On arrival the 3 large plants were crushed on top of each other. The box was very narrow but 6 feet long. No doubt they were laid end to end when packed but as soon as the box was stood up they fell to the bottom crushing it each other.
I ordered a patio set on a Sunday evening fully expecting the items to be delivered for the following weekend. I chose economy delivery because the items would still have been delivered in time for the weekend. Primrose e-mailed me to say that the items were out of stock but would be back in stock later in the week. Great.
I received an e-mail to say the items were being despatched on the Thursday and this provided a tracking link to the delivery agent. When I went onto the delivery agents web site via the tracking link I was surprised to see that it said the item was at my local delivery depot but was being held over for delivery the following Tuesday, i.e. after the weekend.
I rang Primrose to ask why the item was being delayed. they told me the item had been despatched on economy delivery and that precluded it from being delivered on a Saturday.
To cut a long story short, Primrose contacted their delivery agent and made certain the item was delivered on the Saturday at their expense.
One of the chairs was found to be damaged and again the customer service team have bent over backwards to arrange for this to be speedily replaced.
I am an advocate and have bought a n umber of other items from this site because of their customer service ethos.
Ordered a teak bench for my mother-in-laws 75th birthday. As I live in the US, it automatically was being sent to me at checkout. I wrote in and was told they would deliver to the new address with in 3-5 business days! Perfect, I wrote back that her birthday was the end of the following week so that was fine. She never received it. I contacted them the following week and heard nothing. After my 3rd email, days later I was told the item was not in stock and they didn't know when it would be IN stock! I told them I wanted it still and when could they ship. They replied "I don't know".... How's THAT for professionalism?!? I asked for a refund and now 4 days later have still not received it to my Paypal account ( that just takes a click of a key!). Found a better item cheaper at buydirect4u. Their site still says "in stock" and delivers in 3-5 days!!! Communication was terrible as is their attitude.
Primrose had the most variety and offered the best priced awnings that we could find. They delivered quickly and the awning works fully (electric and manual) and was fairly easy to install. We bought a very large awning and thought it might be overly imposing, but it really isn't. Very smart and easy to use. Manual is quite hard work so I recommend electric.
We were looking at several different companies for our awning, viewed primrose and they had exactly what we wanted at a price that was right and delivery was speedy, all in all a first class company and I would recommend them to anyone.
I bought 2 XL tall planters and two inserts. One of the inserts split and was replaced in two days of me reporting this - they just asked for a photo. The staff are really helpful, delivery is fast (if out of stock you are given a due date which was sooner than promised), you get an email advising you of delivery and prices are great.
I'll go back to Primrose without hesitation next time I need something for the garden. Well done, service can be so poor and it leaves you with a bad taste but you guys excelled.
Great choice , very pleased with my stop barking gadget and have only needed to use it a couple of times to get the message across. Arrived very quickly and was well priced Many thanks Primrose you run a very tidy shop.
We have rats under the floor boards. Since purchasing the Primrose device there is a significant drop in audible activity, scratching etc, but they are certainly still here. Having read the testimonials of previous customers I am prepared to give it a little more time to see if the situation improves