Primrose Awnings Avis 

Initially, the awnings that we bought were great but they are robust enough to stand the test of time. After only two years, the fittings are going Rusty and the fabric is fraying. Customer Service is a joke, totally not interested at all. Avoid and go somewhere else would be my advice

I really wish I read these reviews before purchasing. I purchased an external roller blind and cover bag 20 months ago and the main bar has practically rusted through already. I’ll need to take it down before it falls down and injures or kills my grandkids potentially. All the service team do is say it’s out of its warranty.

Please note! The advertisement that we bought the full cassette electric awning from for the thick end of £1500 didn't come with a remote kit! Nor did it say that you need to purchase in addition! Yes ...an electric awning with no way to work it. Instead...its listed as an accessory in the instructions book👀. I explained to customer svs that I would have to purchase the product in order to find this out??? 🤔...that makes sense -NOT! It's also listed as an "accessory" on their site. It's not an accessory...you need it to make it work 😰. The awning looks very good...but I would expect an electric awning at that price to come complete and work...or put your price up to include. But people would probably look at another manufacturer...

This company is fundamentally dishonest. Paid over £1k for an awning a year ago, now to be told that they do not supply replacement covers. Buy an awning from this company at your peril.

Great awning , fast delivery, great customer service. Buy with confidence

Be careful if you order large awnings as if you return for any reason (you only have 14Days from Delivery to do so) the Carrige is down to you the customer, it cost me £350 as the Carton was 6.5m long and weighed 109K no parcel carrier will touch, even though primrose told me to use Parcel2go from their returns page, quite a lump out of the original purchase price

Excellent web page great choice. Very competitively priced. Ordered Saturday last delivered on Tuesday well packed. Delivery co very helpful assisted me in bringing indoors. I have installed them to the rear of the house just now needs minor adjustment before I open them up. Lovely quality product. Excellent CSD. Definitely would recommend this company. Very impressed thus far. THANK YOU to Primrose

Shipping experience was terrible, the product arrived broken (fixable with some effort on my part) and missing parts. However, lots of kudos to Primrose for acknowledging the issues and refunding back a portion. That is good customer service but if i were them i'd change shipping companies. The site is very thorough in describing installation and providing links for DIY folks.

I am a tradesman and decided to purchase a 3 Mtr blind from Primrose Awnings. I try to use local small businesses with contact number wherever possible. My main issue is about the poor customer service.
Bought a blind online and paid in full with 2/3 day delivery charge. Nothing delivered then an email saying there was not stock because their on line system was showing incorrect stock and there would be no new stock till June/July! I called to be told they are not accepting any customer calls and you need to email. Bearing in mind this was their mistake from the outset! In summary I have a trail of 30 emails. Two requested to call me to resolve with a solution. Email replies usually taking 2 days, ignored request to call me! I persisted to ask them for a solution and very keen to offer a refund. When I refused they said they could possibly send me a different colour blind and then send me a different colour when that eventually came in and I would have to change it myself! Many emails later I asked if there was an electric version im the colour I wanted? Yes there was £200 more) I asked if I could pay the diffeeence and get this one? Told no you can’t, I would have to order a new blind and pay in full, they would then refund me the other order! In total frustration I tried to order an electric one on line and three times it got to payment and kept freezing. Emails later, still refused to make one call to me to resolve their issues. The 4th time I managed to order and pay for an electric option. I asked if the price on line was for everything to operate etc. Emailed back NO you will need a separate controller and sent me another link! I added the cost of that item to the order and I emailed the order number and asked to confirm delivery. Email back saying being all in dispatch and would be contacted by courier about delivery. At last I thought, wife call me two days later, blind delivered in middle of drive with nobody in!!!! I then went to install blind following day to find the controller was not on the box? Emailed again to be told it was coming from somewhere else!!! Then the fittings pack…. M12 coach bolts with cheap broken plastic rawplugs. The bolts and rawplugs were not compatible or suitable for a fixing of this weight etc. I then had to go and source decent fixings. The blind installed eventually was itself decent quality but the reason for this review is to highlight how awful the customer service is and why would any company want their customer experience to be this awful . One phone call from them could have resolved this situation, instead a member of staff is paying paid to fob customers off and spend masses of time sending approx 30 emails. Easy option was to ask for refund but I wanted to see what would happen. If a director gets to read this review please consider using a virtual assistant to talk to your customers and understand people like me have customers who I will never recommend Primrose to!

UPDATE: Spares know only available in February 2025, and I have to pay now if I want one.....after paying twice and not receiving the spares. SO glad we have now ordered from Hillarys.... school fees I suppose. Lesson learned, never buy the cheapest option.... UPDTAE END We bought an awning in February 2019, in 2023 the left arm spring mechanism (which opens the awning as it unwinds from the reel) broke. I have twice ordered spares, only to have to get refunded as no stock was available. Many emails and "fights" later about slack service, I have been informed that spares will only be available in February 2025, and there is no guarantee of that either, if past experiences are anything to go by. So no awning this summer, the left arm looks ready to break and same story for that with spares availability. I can not advise strongly enough why nobody should buy these units, there is NO backup because the company cannot locate spares, pretty silly considering it is a simple tensioned cable system.... buy elsewhere. Pay more, but get a 5 or 10 year warranty, not 12 months and a no spares scenario. These units are heavy, not easy to replace either....

After reading the reviews on here I was VERY cautious about ordering and for a relatively large amount of money. The suggestion that they may be going bust didn't help. So I rang them, spoke to a very pleasant lady called Emma who checked the stock for me.

So I ordered a 3.5 metre full cassette awning, which was on offer and massively reduced (again worrying).

It arrived the following day.

Opened it up everything correct and a quality product. Fitted it in the expected 2-3 hours.

The only down side is the leaflet AND the on-line instructions are incorrect and shows an older less professional looking bracket. It took a while to figure that out - but otherwise easy for a competent DIYer.

Ordered and paid for a valance March 2024 promised delivery late April. No show. Promised late May. No show. Promised June 5th. Guess what ….no show.
Keen to take your money but reluctant to deliver the goods. Steer clear of these fraudsters.

I am not sure this Primrose awning was a great investment.
We have had this unit a few months now and the winding gear box is creaking and squeaking, one of the expanding arms has dropped so it no longer parks when wound in, when it arrived one of the expanding arm nuts was hanging off, we wonder what is next.

Agree with other comments this company appears to have gone bust but still not asking orders and monies AVOID!!!

Not sure what has happened as they use to be great but I am not sure this company exists anymore, the website takes your order, then nothing happens. Placed my order and paid, got no confirmation email, no communication at all, chased up and got no replies to multiple emails, no replies to the paypal refund requests, nothing. They took my order and money but nothing happened. Shame.

My order confirmation email didn’t state the colour I had chosen,so assumed there wasn’t a problem. There is I have the wrong colour! Each awning weighs 51kg and it’s a single delivery driver. The customer has to be able to lift 51kg with one other person just to receive the goods. The packaging is damaged! I have been told it’s £124 to return the 2 awnings. What sort of company is this?.

Bought an awning from them quite a while ago (maybe 5 years) and did a DIY fit. All went fine at the time. Recently the remote stopped working and I've lost the instructions. Contacted customer service (via the website) for a soft copy of the instructions and they sent them back in less than an hour!

Thank you Monica

Ordered yesterday and delivered today, sadly very rude delivery driver, when asked by lady to just leave in the hallway said no, ask for help yeah. takes a photo of Awaning on wall and says front door then walks off.

Fast delivery good quality had a problem with winding out customer service excellent sent photos replacement straight away highly recommend

Really nice electric awning with great price. 1 bracket I received damaged but the customer service was very helpful and I received replacement day after. Thank you