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