Primrose Awnings Avis 

The product came quickly and messages responded to quickly.

My issue with with lack of knowledge about their own products and poor product. I was given headheight instruction 1/3 of what their own website suggests.
I asked about wind speed and their awnings are actually apparently only tested up to 13mph (which is what... Two days a year in UK!?!?) every other awning company goes up to 20-25mph.. Their response was that their frames are not as sturdy
.. Aka your products not as good??
Issues with product - (xl projection awning) costing over £700 as follows...
Suggests this is a twentry minute set up with two people is obsurd for this model which weights over 45kg and is very very difficult to move about due to shape. It took us four men, one being an engineer and we took five attempts to get it on.
The instructions were incorrect so ended up buying two sized drill bits
There was a rawl plug MISSING so had to go buy some
The brackets leave not a mm of error and come as four INDIVIDUAL brackets (suggest they should be in sets of two on plates!!) it's basicly IMPOSSIBLE (engineers words) to get four seperate brackets 3m heigh above a door perfectly aligned - yet this is what's required to install. Absolutely a nightmare after four attempts we decided to risk hanging it without the brackets bolted to give us flex and one person bolted in while three others took it's weight 3m heigh. It was an absolute nightmare and that was with four people.
Overall I am not happy with the lack of knowledge of their own products, these need professional installation so suggesting otherwise is misleadin... between that and the missing parts and incorrect information I don't have high hopes for the longevity of this.

I had purchased 2 electric awning. All works and very please with customer service helpful. A+++

Outstanding customer service from Ben - very helpful, polite and efficient.

From now on will always check our Trust Pilot before purchase of expensive item.
My experience has been dreadful.
Primrose advertises a number to call should you have any questions, issues or for installation advice for your product . I called the number to check if a particular awning could be held in place with 2 brackets either end as I have no structure for middle bracket . I asked to talk to someone who knew the awnings . I was told could not talk to someone about the specifics of the products but I could email . The lady I spoke to didn’t know basic information like the difference of full and half cassette . I sent an email with a photo of the wall for her to forward. I had a reply to say she had spoken to technical expert it would be fine as the awning only had two brackets .
I ordered the awning paying over £1,100
I called back later to check again about the bracket as a builder friend who I asked to put it up said it is unlikely it will only come with 2 brackets and would be sufficient .
I was told by a different person at primrose the information I was given in writing and on phone was incorrect .
I tried to cancel the order the same day I had ordered it and was told it it was dispatched and to wait until
delivery then to refuse acceptance and it would be sent back .
I did this .
The next day a delivery person from
DX brought it back and dumped it on my front lawn without me accepting it.
I phoned primrose who called DX who denied that I did not accept it despite no signature or anything .
This was a Friday morning. Primrose said they would arrange collection ( half the cost to be paid by me from the refund) for Monday . I was unhappy about this as i was no my fault it had to be returned and as rain forecast but saw no alternative .
I spent a lot of time at weekend trying to keep it covered with black bags as it is too heavy to move indoors .
Monday came and went , no collection.
Emailed primrose again Monday night. They said Tuesday morning DX said they tried to call me Monday with no answer .
This is again untrue . I had no missed calls. Plus there is no need to call me anyway. They have address and it is lying in front garden where it has been for 4 days now.
Still getting nowhere. Would never recommend using them awful really.

'Operator of an online home and gardening products retail platform based in Reading, England. The company offers an array of garden and outdoor leisure products, which include water features, awnings, sail shades, pest control products, planters and screening, outdoor clocks, window films and other related products.'

I currently have an issue with a recently purchased patio awning that is faulty, but will save my full review until we have reached a resolution - one way or the other!

To date, since making my complaint, I've spoken with two Customer Services Case Managers, both providing different information, the second disagreeing with the first!

In the meantime, I note that many people say they have been unable to contact the company directly, so here's some information that should help, especially if you need to raise a court action.

On 9 December 2022, parent company MEIKA Ltd (previously SPORT BY MAIL Ltd) again changed their name to 'MKA REALISATIONS LIMITED', Company number 04756556.

The registered office address was also changed, from 44 Portman Road Reading Berkshire RG30 to 110 Cannon Street, London EC4N 6EU; home of FRP Advisory Service, a firm 'providing restructuring, corporate finance, debt advisory, forensic accounting and financial advisory... one of the UK’s largest specialists in the area of corporate restructuring'.

MKA then went into administration on 17 December 2022.

Primrose's current parent company appears to be CERCIS LIMITED, registered on 2 December 2022, Company number 14521244, 44 Portman Road Reading Berkshire RG30
tel: +44 (0)118 903 5210
primrose.co.uk & primrose-awnings.co.uk

Anyone who has made a payment to Primrose, and since been told your order is delayed, I strongly advise that you ask for a refund asap!

Because, should parent company Cercis Ltd go into adminstration in the interim, you will have no way to get your money back, while they will simply set up yet another Ltd company and continue trading online as Primrose!

This is shockingly legal.

Confusingly, I found another Meika Ltd was incorporated on 23 February 2023, Company number 14670791

You can follow Primrose's parent company's labyrinth paper trail on Companies House website.
______________________
Update: Since writing the above, I have looked at my invoice and it is showing 'Primrose-London (Meika Ltd)' underneath the small print! And the only director with the 'new' Meika Ltd company is a Vietnamese national.

I bought an awning and called before hand to ask a few questions and confirm it would arrive on time since I needed it pretty urgently. The lady on the phone was very helpful and the awning arrived 1 day after I bought it. The videos from their website explained everything I needed to know in order to install it properly so I'm happy all in all. The only negative aspect, if I had to mention one, is that the built-in spirit level is useless and I only found out after a while, but it's not such a big deal.

I spoke to a very helpful man when I called earlier (Jack) - unfortunately he told me that my order had been returned to the depot and now they don't have one in stock. My money will be refunded, I'm told, it'll take 3-5 working days to clear through my bank!!! Funny how it cleared my bank 3 seconds after I made the order last week! Apparently a manager will call me to discuss this but I haven't heard anything at all. Perhaps I am being cynical, but it strikes me as odd that I had a deliver driver arrive at my house saying he had a delivery for me but when he checked there was nothing on the van. When I called I was told the item had been signed for! I'm then told the item was returned to the depot and was now out of stock(?) and when I questioned this I was told it was damaged. So, really what I think they're saying is that they didn't have an awning at all but got almost £800 of my money in their bank for over a week. With interest rates at the level they are, I'm sure this has translated into a nice little profit. In my job I happen to know that you can do a fast payment where the money hits the receivers bank immediately. I'll have one of those please.

No delivery, cannot contact the company.
Info at primrose.co.uk is an automated responder, no contact at all, telephone number is closed permanently.

DO NOT BUY FROM PRIMROSE OR PRIMROSE AWNINGS, This is a scam company.

This is the 3rd Awning replacement cover I have ordered from this firm Their quality is excellent and usually last 6 to 7 years before replacement is required.
Order efficiently dealt with and received yesterday as promised. Good quality,excellent price.
T R Lake

Purchased an awning from Primrose. The awning’s box was inadequate and had several dents through to the awning case. One of these dents broke the raw plugs. So I attempted to contact Primrose to ask for replacements, by phoning the customer service number on their website, however despite being labelled as open, i wasted my time trying to call them several times over different days at different times to always receive the same recorded message we’re not able to answer this call.
So I sent them an email and i’ve been waiting for a response for over a week, thankfully this was the only damage, otherwise I would have rated this lower. This really is not good enough Primrose and can only guess you’re inundated with unhappy customers.
If you’re lucky enough to receive an item undamaged you’ll be happy to use this company, however should you have any issues then don’t expect any support and you’ll have wished you’d have used someone else.

3.5 mtr awning plus awning support poles ordered and delivered next day, awning was perfect, however there was an issue with one of the support pole fittings. Spoke to Monica, Customer Service Case Manger, who was so helpful and arranged for a complete new set of support poles to be delivered.
First class customer service, Monica was a delight to deal with.
Thank you Primrose Awnings and especially Monica.

Had my electric awning for 8 years with no problems. Replaced the valance a couple of years ago and the minor issue of having to paint the 3 wall brackets which were showing minor signs of rust.

Small issue with delivery - missing brackets.
I only realised after a while when checking the box to make sure the guy who would come to install it had all the necessary bits.

I believe there was something in the contract that said things could only be rectified if noticed within the first two weeks after delivery, or something like that. That deadline was gone but the brackets were sent without problems.

5 / 5 because I understand things can occasionally go wrong, and a company that quickly fixes the issues is just as good as one that gets everything right straight away.

Also happy with the quality of the awning I bought.

Perfect fit for my balcony. Great quality and super easy to install. Delivery was really quick too, just 2 days.
I couldn't be more pleased :D

I have paid for an item for delivery in 1-2 days; a week later, still not received; have asked for a refund and no reply. Update: Liam at Primrose is initiating a refund, hopefully all will be well. Further update: refund received. Have no complaints other than they should check the reviews on couriers and if parcels aren't delivered, should chase them up not leave it up to their customers.

looks a good product well-made although haven't actually fitted yet. reasonable price and the service is very good had problem with a damaged delivery that was quickly sorted by their team!

Customer service very good indeed. Helpful advice before purchase, prompt delivery. Product looks good so far, though I haven't tried installing it yet. One of bolts was broken on arrival, but I emailed Primrose and a replacement arrived the next day.

I had ordered an apple tree and when it fruited it was the wrong tree. The apples were actually very nice but my concern was that it was not in the right group to help the pollination of my other tree. It was .
Athough it took two weeks to get an answer ! Zara from customer services could not be more apologetic and helpful re the delay. Customer services are good and follow up any questions or concerns that you have . Good company to do business with.

Fantastic customer service.
I ordered 2 large garden pots, one of which was damaged upon delivery. I contacted the company as was advised to provide photographs of the damage which I did and a replacement was sent immediately.

Ordered a fairly costly water feature. The installation instructions were somewhat lacking in detail particularly concerning the routing of the electrical connections. I also discovered one of the water feed tubes was in the wrong size. After a "few" emails all has been sorted and credit due to the customer service team they did stick at getting my problems resolved even though I must have been driving them nuts. Under normal circumstances I would have used the telephone line to sort the issues out much quicker than by email, but due to recent major surgery my voice is out of order, so I had to rely on email. I have strongly recommended the installation instructions get updated as they really are lacking in connection detail. Phil their ops manager sent me a very detailed explanation on the correct approach which would be a great addition to help ALL future purchasers and would remove the uncertainty of what is right!