Primrose Awnings Avis 

We bought an awning in July, delivered in August (as expected) and it’s been working well. Service was also great.

We read the reviews here on trust pilot and chose to avoid Primrose. But, when the other company we went for emailed us to say the awning we had ordered was no longer in stock, we got a refund and decided to just try Primrose (nothing else fit our budget without being some unknown Amazon or worse brand).

So we were quite nervous. We also chose their most budget option (Budget, manual retractable), so we’re risking it…

But actually it’s all been great! We ordered the awning in late July, and the website said this model would be ready in August. In early August we called Primrose to have a rough idea of when in August it might be ready, and the customer service person was polite and very helpful, and told us it should be shipped early the following week, which it was.

The awning arrived, and we installed it with three people over about two hours. We did have to buy an extra large drill bit, since the hammer drill we borrowed from our local Library of Things came with smaller drill bits. The awning has worked perfectly so far.

It’s only been a month so we’ll see how it holds up… but this review is mostly about adding my positive experience with the company, since so many others on this site have had bad ones.

I recently purchased an electric awning costing £595.00 which was delivered without the remote controller and zappers. I called the company to inform them that they were missing and was advised that they are not included with the purchase of an electric remote controlled awning. Ridiculous, why would anyone buy an electric awning without a remote?
I have now had to pay £72 for the remotes and controller. This is clearly done to reduce their price for cost comparison checks and is very poor consumer service. I also found that their quality control is poor as bolts had been badly assembled during the production build process.

Ordered two garden awnings in early February 2026, with both awnings being shown as in stock with delivery within two weeks. Both awnings paid for at time of order. Communication with Primrose was poor at best. I eventually chased the order in late March only to be told that the awnings in stock were damaged and that new stock was due to be delivered. After several chases the awnings were eventually delivered during mid June 2026. One awning was minus a wall bracket with the other containing a cracked bracket. The issue was resolved by Customer Service within two weeks. I am very pleased with the awnings but the attention to detail with the delivery and quality assurance process is extremely poor. There are obvious problems with the fact that this is what is assumed to be a UK business selling on products which are manufactured in China. A further issue appears to be a Customer Service department which is somewhere abroad.

I placed an order on 26th June, said it was in stock, I have had no update or communication from them at all since then it is now 6th July.

During this time I phoned and was told they were expecting stock on a certain day on both of these calls, I did ask the question, why say you have the item in stock when you haven’t, just to take people’s money there and then, poor communication, I will wait a couple of days and then ask for a refund!

Customer service could do better.

Emailed them - no response, completed an online form asking for information - no response, complained to their carrier's CEO - only then got a response.

Ultimately issue resolved amicably, but flippin-heck it was hard work!

Something has gone downhill at this company. Ordered a new valance last week, all good arrived on time. It wrong size. Ok I called, they were fine, sent out another one. Exactly the same mistake - wrong size. Ladies on phone all very good, say the right things, especially on the scripted bits, sounded learned by rote, without any feeling. Frustrated I looked on the web for another provider. Et voila, found exactly the same valance from the same cersi company primrose are partnered with or affiliated closely with. Only it was half the price almost. £72.99 rather than £132.99 primrose charged me from exactly the same supplier….lady on the phone committed to refunding me once the delivery company informed them they had it. Back up email she sent told me a refund would be sent AFTER both of the wrong valance were received at their warehouse. The boxes containing the valances were damaged and filthy, and looked like they had been kicked about the warehouse floor. They DO NOT respond to any emails you send, unless it’s an order, so you must call and get “mislead” in person. Don’t use this company, incompetent, unprofessional and uncaring. And they overcharge. Lady on the phone tried to tell me about profits etc….i understand that, but that cost vector is taking the mickey. As an update, and in the interest of fairness, primrose has just confirmed they have indeed given a refund after a review by the manager. Thanks Primrose….

Ordered a valance for an existing blind. After order acknowledged there was no further communion until I chased it a month later. Excuse was waiting for stock. They followed up a couple of weeks later saying they were expecting it that week. Since then, a further 2 weeks have passed, no communication and no valance. We’ve previously bought 2 blinds from Primrose with swift delivery and good communication so what’s gone wrong this time I wonder.

Placed an order for a Kookaburra shade sail on the 21st June and opted for named day deliver; 23rd June as we desperately need some shade due to the extremely hot weather. Informed item was being made ready for despatch, no further information. Managed to find their number and phoned regarding delivery information today. Was given the excuse; goods were inspected, found to be faulty and no new stock available until August. Had I not phoned doubtless I'd have been left waiting for a delivery that would never havecome. Their communication skillls are poor, still waiting for the a reply to the e-mail I sent.

I ordered a new valence for my awning 27th April and the status said preparing order. I called to chase up 8th May. I was told that the last batch they received had a defect and replacements wouldn’t be available until early June!!!

They made no attempt to communicate this to me! I’ve cancelled my order in sheer frustration

Wish I had seen these reviews before I bought from this company. The awning cost thousands and now after using about half a dozen times it will not close. Primrose just do not want to know !! DO NOT USE THIS COMPANY PLEASE !!

We bought an awning a few years ago from Primrose, now we need a spare part and they are telling us that they will not ship to Northern Ireland. We even said that we would pay whatever extra it may cost. Not very good after sales!

Had my half cassette fitted today looks fab and works a treat exactly what I wanted at a good price

Ordering and delivery went well, contact with the company was polite and courteous. I ordered the deluxe, full cassette electric awning and my first impression was how incredibly heavy it is, this is not mentioned anywhere. Coupled with only two brackets and four cheap fixings I was concerned. However, I proceeded to fit the brackets and all seemed good. It took three, strong people to lift this into position and was fitted it initially worked well. However after only a couple of weeks to my alarm the brackets started to come out of the brick, the awning had to be taken down. Contact with primrose was primarily to buy one or two extra brackets, I would have to get better quality anchors at my cost but no brackets could be obtained. Instead suggestions from primrose was to get a third party company, structural engineer or return it for a full refund. After much back and forth I decided to return the awning but was told it had to be fully repacked in its original packaging which was long gone. Your couldn’t repack this even if you had the packaging, it’s way to heavy. So I have an awning which is currently unable and primrose have washed their hands of it. I only wish I had seen the trust pilot reviews before I bought from them, my fault. My advice would be to stay well clear and get a proper awning installer obviously it would be more money but worth I’m sure.

I researched quite a few companies for a manually operated awning before deciding on Primrose Awnings. I selected the half cassette 2.5m width awning. Delivery was quick, although the courier did not advise us of the delivery date. The delivery was very helpful and delivered the awning into our hallway. I was very pleased with the manufacturing quality of the awning. Very sturdy construction, the material was a robust quality and the wall attachment brackets were very heavy duty. It takes two people to actually mount the awning, but once up, it is very simple to use. Every time you use the awning, which is every day, you can appreciate the quality.
Whilst sitting under the awning I did spot a couple of holes at each end of the valance trim. On inspection it appeared that these were holes that must have occurred during packing. These things happen, but it depends on how the company responds. I sent photos to Primrose and they responded back within 24 hrs with huge apologies and promised that a replacement would be sent out immediately. A box with the replacement valance trim arrived within (I think) 24 hours. It was very easy to fit.
I am so impressed with the courtesy and speed of the Customer service response. It could not have been faster and more positive. It really has to be 10 stars for Customer service.
Thank you Primrose Awnings it has been an awesome experience and I am extremely happy with the awning.
I do not understand the couple of negative reviews because I have found Primrose Awning to be top rate, and can definitely recommend them to any other purchaser.

Ordered a 4mtr half cassette awning, with an opening of 3mts. This is advertised saying the brackets can be used to either fix it to a wall, or alternatively it can be fixed to a ceiling. This was the main reason I chose this product as it is to be fixed to the underside of a canopy. Item couldn’t be fitted to the wall due to a chimney breast protruding in the middle. Canopy I built to accept the awning but also to hide ugly waste pipes coming out of the bathroom above. Awning fitted to the underside once built, once opened fully I noticed the end of the awning was very low (1500mm) off the floor. I looked at the adjustment bolts to adjust the pitch, but they were already set at maximum lift. So, there was no more adjustment to lift it any higher. The anwning itself was fitted at 2750mm. So it was dropping steeply over the extended 3mts by 1250mm. I contacted Primrose who then put me in touch with there fitting team called Saffron. I explained my issue to a young lady who passed the information and photos I had sent to there on site engineers. Later that day she came back to tell me how they said to adjust the pitch, which was exactly how I’d done it. They also mentioned they had “never” fitted one to a horizontal surface ie: ceiling. I contacted Primrose back by email informing them I had dealt with there fitting team and they couldn’t give me any further advise. I have asked Primrose for options? Ie: support poles to lift the front or alternative brackets to give a larger adjustment to lift the front of the awning up. Both would be at there expense as they have sold an awning that doesn’t do what they have advertised. I await there response at present, before going down the legal route. (Citizen’s advice/ Trading Standards) I hope they do the right thing, as some of the reviews I’ve read since about there customer service is shocking. So outcome at present unknown.

I purchased an electric awning costing £599.00 which was delivered without any remotes
How on earth can I use the awning without a remote
I have now had to pay for the remotes with a £30 discount as a gesture of good will, in total and extra £59.00
Hope they arrive soon

Abysmal service.

Ordered a 2m awning. They sent a confirmation email and took payment immediately.

When I hadn't heard anything after a week, I contacted them via their website.

Still no reply after another three days, so I opened a case with PayPal to request a refund ... and received a reply from Primrose within a couple of hours!

I did eventually get my money back, but it shouldn't take a complaint to PayPal to do so.

It seems many others have had a similar experience. I should have read the reviews more carefully.

On the face of it Primrose appear to be a very helpful & reliable company. However, not only did I not receive any confirmation about my order or delivery date and had to chase them, when it was delivered I wasn't informed and it was just left on my drive way. Saffron, who were excellent,came to instal the awning today. I was not advised nor does it say on Primrose website that if you order a 4m awning it is advisable to have electric rather than manual as it is ridiculously hard to wind the canopy back in manually. When calling customer service, they 'kindly' said i could send it back as I was within 14 days of receiving it. Obviously that isn't an option as it's up on the wall so can't physically take it down unless I pay Saffron to come back and do it for me. Not fit for purpose!

Good - rapid delivery and well packaged, easy to naviagte site, instructions reasonably good and fitted singlehanded in 4 hours.
Not so good - no warning about delivery, just dumped on driveway.
Ordered a 4m x 3m. Its not that size. Frame is 3.94 and actual awaning is only 3.85, so 6" shorter than advertised.
Poor quality rawlplugs were supplied, not expansion bolts as advertised. I hope these cost cutting rawlplugs lastlonger than the normal few years.

Wanted an awning but various companies quoted circa £5k & up for 2.5m electric full cassette, supply & fit. Way too expensive! Found Primrose online, supply awning only at a fraction of what was quoted. Ordered the remote kit as an add on & an extra drop-down valance to provide additional sun shade. The whole order was delivered within 2/3 days, very well packaged & in perfect condition. My fitter let us down but on ringing Primrose they recommended a company who arranged fitting. They also fitted the remote & all associated electrics. I must say the whole process, including the fitting company was exceptional. Can't recommend Primrose highly enough. So happy to find such a helpful & customer focused setup. Really appreciated & very pleased with the awning!