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.

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.

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. "

Parcel still not arrived Response from Primrose states they have contacted me directly….they have not and since I’m working from home can see no reason why they say the delivery failed… not impressed Just seen an email from Primrose, not exactly direct! Also they state a card was left, no one tried to deliver or drop a card, that is untrue Update; promised re/delivery, again waited in all day to no avail. I have listened to their answering machine for nearly an hour without moving in the queue, I can only assume it’s other people complaining. I have asked by emai for them to cancel and refund it is now 13 days since I ordered a simple product. This is absolutely disgraceful customer service, do not buy from this company Eventually got through to someone at Primrose who said they would deliver on the 11th, told her I’m not interested and want a refund…told that would take 5 days when everyone knows BACS are almost instant. Rubbish company

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.

3 months ago I ordered a large summerhouse (10 x 20) and paid in full, over £4600. A few weeks later I confirmed all was ok and the delivery date. I planned in a builder to create the base for the summerhouse, again I called to confirm the delivery date.once the base was done I called again to confirm the delivery which was the same, I booked holiday to build the Summerhouse. A week before delivery one final call to confirm yes the delivery day was confirmed. The day of the delivery came as we waited I called in for a delivery time. This time I was horrified to be told the order had been CANCELLED!! I couldn’t believe it, I was told the Summerhouse had gone up to over £7000. Primrose had cancelled my order and has kept the money I paid. All the misleading confirmations have led me to spend on preparation that would not happen. Now I have to try to get my money back and find another summerhouse with the same dimensions in the middle of Summer. I wanted this unbelievable event to be confirmed by a Manager but even after many calls/emails/web chats none of my communications have been responded to. I can’t even get the complaints procedure sent to me, or the final confirmed cancellation in writing. No doubt the call handlers are hard working, but the management hide and leave them unsupported in resolving issues. TAKE MY ADVICE- avoid this lot and go to a reputable company

This site is some sort of misrepresentation. I order bedding plants , order arrived after nearly 3 weeks, all plants were rotten in plastic boxes. Even cannot open boxes for that rotten. Very disappointed.Do not buy from that site,waste of time and money.

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.

Paid £182 online for a tree that looked available. No communication for a month and no tree, rang them, 40 min on hold, was told they don’t have it and asked if I wanted money back, not if I wanted alternative or wait for tree to be available. They wanted to keep the money, giving nothing in return. Asked to complain to a manager, told they’d ring me, guess what, it’s not happened.

I purchased a fountain in December 2020. It was in stock. When i contacted them in January, they stated that it would be 10-12 weeks from the date of my order. They confirmed to me that it would be delivered. I have now been told, after several telephone calls, that the item would not be delivered. The price has now gone up and i cant buy it elsewhere. They have my money, and their customer service is appalling

Purchased 2 pest plug in repellers in June, both arrived broken. Contacted their customer service on 2 occasions with no reply,apart from automated reply saying they are very busy & will get in touch as soon as they can. Here I am, over 4 months later & over £50 down, still awaiting a reply! Avoid at all cost!!!

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.