Primrose Awnings Avis 

High quality plants - sadly one clematis died very quickly despite lots of care but Primrose customer service were very efficient and are going to replace it when new stock arrives. Their customer care assistants are all very courteous and helpful - a credit to the company

Very pleased with the company and the product.Delivery quick and no problems

all went well with the ordering although there was a slight delay with the delivery, the 5 items I ordered all came on different days. It does explain this when ordering but I would have expected that 2 of the same plant would arrive at the same time.
The main thing is they did arrive and were in good condition when they did..

Primrose customer services were amazing. Sorted out my small issue immediately. Thanks for your help

Nice company, great catalogue of items available for the garden, good packaging and delivery

I have been using them for a long period, eight fruit trees. More recently I bought two black currant arbustes delivered in poor condition before summer. They died in the summer but they refunded the purchase.

Great range of products and excellent customer service. Highly recommended.

V quick customer service that addressed the wrong order issue I had. Ended up ordering again as a result

We had a slight issue with our awning which we asked Primrose advice on. I saw some of the bad reviews and so was a little anxious about asking them for help. However there was no need for us to feel any anxiety. I first telephoned them and spoke to a woman named Lindo who was super helpful and suggested I send a video showing the issues we had experienced (which were calibration issues and so nothing to do with the quality of the product which we are really happy with). I sent the video and within a few days someone called Liam came back to us with clear and easy to understand tips are how to amend the calibration issue. We applied his advice and the awning now opens and closes perfectly.

There are some bad reviews for Primrose on the internet re customer service. They could not be further from our experience with them. Everyone who dealt with us was prompt and professional. I will recommend Primrose to others.

James

Not an awning but a bird bath which is fabulous

Primrose were extremely helpful with my enquiry. Service was prompt

2nd Anniversary of my NEW Awning failing and still they have not helped me, dispite their “HOT AIR” replies to my reviews.

Ref Primrose Order No: 5590847

God help you if your awning develops any faults during it’s so called “2 Year Guarentee”.
The company is only interested in product orders, beyond the customer order telephone line there is “NO” human contact regarding after sales services if faults develop.
I have over £1000.00 worth of none operating Primrose Awning on my wall.
STAY AWAY, THEY ARE TOXIC !!!

I placed an order last week for 2 awnings which were on sale and a few accessories, total cost £1,100. Everything was shown as in stock with 2-3 day delivery. I checked today 1 week later to just get an idea of when my order might be delivered. I was told that the awnings were out of stock and they were waiting for new stock to arrive. I asked if this would be days or weeks and was told it would be months!! 3 months to be exact since the date of placing the order. I do not need awnings in Winter so told them to cancel my order. What a waste of time. Let's see how long it takes to get a refund or if I will need to set Paypal on them. Hugely disappointed. Avoid this company and go elsewhere!!

Update: I opened a Paypal claim to get my money back, which I received a few days later so that is good but I also just checked Primrose website and surprise, surprise, they now have my 2 awnings back in stock for 2 to 3 day delivery but at FULL PRICE! I guess they just didn't want to sell them at sale price so decided to mess me around. Their loss as I actually needed 3 or 4 awnings and I was going to follow up with the others if the first 2 were OK but NO CHANCE NOW!! Despicable practices, company can't be trusted, AVOID!!!!

Update 2: So I get an email from Trustpilot that Primrose want some more information to investigate my complaint, so I provide it and all I get is a "sorry for any inconvenience" message from the now legendary Lilly but the 2 awnings that I ordered that were mysteriously suddenly out of stock after I bought them at sale price are still magically available and in stock at full price! For a brief moment I actually thought Primrose were going to do the right thing and honour my order with these 2 awnings that are NOW in stock but of course they won't. That would take some sort of honesty and integrity that this company clearly has none of!!

3m Awning delivered very quickly in mid august. It went up fine, although the 'factory preset' arm angles are way off - easily fixed. It looks good up, and should last a fair few years.

I think the 3m half-cassette that I ordered may be the low point for stability in the range - any wider and it would have 3 mounts, any higher in the range and it would have 4 bolts per mount. However, it seems stable enough once on the wall.

What would make it better? Larger wall mounts with extra holes to allow greater flexibility in getting the bolts into good brick, and more left/right adjustment in case the user make a measurement error.

Terrible customer service!

Ordered my awning, the confirmation stated delivery expected 3-5 days, then had another confirmation e mail telling me it was due to be delvered on Thursday (a week).

A I had ordered a 4.5m awning it had to be delivered by another company - Bishopsgate, at an extra cost to me of £100!! they eventually contacted me and said my delivery would coming on the 25th (2 weeks after ordering).

Awning arrived, delivery guys very unfriendly/ unhelpful, ha their back sides hanging out an were gross to be honest.
They dumped my 4.5m awning in my garden and swiftly left.

Upon opening the box I had been sent the wrong fabric, I ordered cream and got Green stripe.
I called Customer services immediately to inform them of the mistake only to be told they would arrange collection and issue a refund when they ha receive it back.
I said fine then an arranged a return for the flowing week. (Awning dumped on my small garden area, I live on my own with small kids and can't move it on my own.

Now I need an awning as my garden is hot hot hot, so I thought ok I may as well just keep this one (had already arranged for workmen to come an install) so I looked on the website an the Green stripe was £10 cheaper than the cream on I had ordered.

The following day I contacted customer service online and said I was happy to keep the incorrect awning if they would refund the difference.
It took a while for 'kushmi' to Understand what I wa saying, she looked online an of course said awning ha gone back up to £1200!! (Was originally £349) an said without proof she couldn't refund me. I said surely you can check your records and see previous sale prices, this was dismissed and all she could offer was to arrange a return.

Anyway I decided to keep the awning and had it installed, instructions were basically a YouTube video, no trouble shooting solutions etc
The angle was set too low an it took a while to work out to adjust it.

All fitted and adjuste it looked great (fabric a bit greasy when rolled back in).

However the following day I wound the awning out a bit to check it and wound it back in but the left arm now jams and won't. Wind back any further.
I can't find any help on Primrose web site an I'm sure the like of 'kushmi' at the call centre will only offer me a return (which means paying again to get someone to remove the awning).

I Just want a trouble Shooting guide or someone with experience so I can sort it or. I it's broken I will return it - is it really this hard?

We bought an awning from this company. When it arrived we were very pleased. They don’t despatch that quickly so don’t believe the time frame for delivery on their website. If you email them you get no response, even if you email again.
We decided to order the support poles. Unfortunately, these are no good, we are unable to unscrew them to wind the awning back in. They just keep spinning round.

Emailed 4 days ago & did not get a reply. Called them today & as the poles we bought are out of stock the only solution is to wait for them to collect, then wait for them to eventually refund us. We can purchase the dearer poles, pay again for delivery & wait for them to arrive & be without the support poles which in all honesty you need when it is a bit windy. In other words shell out more money for something that is not our fault. We have received faulty goods but they want more money from us. Customer service is not good when you get a faulty item. All the operator kept saying is they have procedures to follow ! What about good customer service. Just grief !!!

It started great... Approached them to get fabric / colour samples which they dispatched quickly. BUT, prices and availability on ongoing basis. So you cannot reliably plan for / buy anything. The one we looked for was on Monday 650 and when I wanted to order a day later suddenly 1200. I phoned their hotline today and in short, they don't care. They think this is perfectly normal. Really unhappy as I will now be forced to check their page on ongoing basis to see when the price suits me and the colour I want is actually available.

I wouldn’t even give this company 1 star.
Warning!! Do not buy anything from primrose.. I paid £600 for an awning plus £12 delivery for guaranteed 2-3 days delivery. I didn’t even get a confirmation email from them and I have yet to receive my awning. After hours of being left on hold on the phone I was finally given a consignment number. It seems to be constantly being transferred between 2 delivery depots and they do not answer the phone either. I’ve tried sending a few emails to primrose but have not had a single reply. They are a bunch of crooks in my eyes !!!

Not the speediest of deliveries but I was more concerned about the quality of the plants so really pleased with the Daylilies when they arrived within the week of ordering them. Planted in now and really flourishing, very good quality.So all good just awaiting the bulbs for delivery later in the Autumn.Many thanks. A****

Brilliant customer service, nothing was to much trouble and resolved very quickly.