Primrose Awnings Avis 

I ordered an Awning from them. Found out I wasn't going to get the awning when I wanted so I cancelled the order. In fact I cancelled the order THREE times but they still sent it out. The awning was left on my step in front of the house. Thank goodness I have good neighbours and they put it in their Garage. As far as I could understand their Call Centre is in South Africa and the customer service people are not allowed to cancel anything. I cannot explain it any other way as they had plenty of time to cancel the order. Total Nightmare. Do Not Do Business with this Company.

I saw a terracotta 2.5 meter budget awning at £125.99 and when I tried to order it , the price was £199.99.
The customer service having waited; hours to speak to someone was rubbish, unhelpful woman who said prices change 😂. What by £75 in 24 hours. Unlikely to use a company like this, I’m going to speak with trading standards.

Paid nearly £600 for an awning. Had to chase to ensure it had been despatched. It has arrived today (even the delivery driver said 'I'm not taking it off the van!') with damaged packaging and scuff marks all over the frame. I was told when I rang Primrose to explain why I had refused to accept delivery that I should have! I've no idea if the structure has been affected and neither do you! Speaking to them is usless - Promised call backs which have not occured and in excess of 20 mins on the phone each time...Not good enough. I would like a replacement ASAP or my money back. Shop elsewhere. Dreadful customer service - They don't seem to care at all!

Delivery of awning delayed but customer services were honest, apologetic and helpful. Arrived a week after order , I was kept informed and the awning now fitted, very impressed with the quality for the price .

Awning was not suitable and was found to have damaged part.
After contacting Primrose Customer Service, they arranged for it to be collected the following day.
A very pleasant Primrose operative took it away and full refund was given including all shipping costs.
So let’s face it, you cannot get better attention than ‘that’.
Thank you Primrose Awnings for your 100% after sales service.

Jonathan and Christine Whitehead.

Recently bought an electric awning from Primrose. It actually arrived reasonably quickly, which is probably the only good thing I can say.

We tried to get the awning installed, but it became apparent that the brackets wouldn’t fit properly against our bricks as they’re such a size that they’d almost inevitably have to be drilled into the mortar at some point.

I contacted Primrose to get their view - the alternative was to order bespoke brackets (costing at least £85) in order for this to fit our wall. I was told that it was our responsibility to check the site was compatible - but I assume most people would have this issue…don’t most people have horizontally laid bricks in their walls?

The other alternative? To use a courier service (costing at least £70) to return the awning, because Primrose don’t actually have a returns service.

Absolutely useless. Please don’t use these chancers.

Please please DONOT BUY from this company ,the quality is appalling and the service equally as bad .Albeit my awning Is nearly three years old but it actually faded and ripped I the first year I emailed on numerous occasions and phoned to be told there was no staff due to the situation (covid) ,I have not addressed the situation since due to I’ll health ,but now feeling better thought as it was addressed before I would get some help …..no chancer !! So all I can say is DO T WASTE YOUR MONEY !

Ordered an Awning from Primrose was a little sceptical as some bad reviews but I have to say what an amazing product for the money service was fantastic delivered within 3 days slight damage to the box but no damage to the product the quality is exceptional my neighbour paid over £3000.00 for her Awning and I have to say mine looks better and feels better had a slight issue with the motor running on contacted Primrose with a slight adjustment all sorted would Highly recommend

I bought an awning where I called and taken the service advice. They confirmed their product will hold heavy winds.
Second day with 1 feet opening, this has broken completely.
Went back to them- for them to deny any replacement and told me they only withstand 7miles wind tolerance only.
Asked for a senior manager, but these customer service are not trained to deal with. They only know to say NOOO.

DONT GET CHEATED BY THEM - PLEASE DONT WASTE YOUR HARD EARNED MONEY TO THEM.

Terrible I wish I could give zero stars. It would appear the reviews on their website may be 'chosen' for appearance sake. Do not believe the timescales, I ordered a 4 x 4m awning, I have been waiting a month for something advertised as 2 day delivery. Primrose have simply stopped replying to my emails. I have lost count of the amount of calls I have made and the number of non returned calls promised. I have had a total of 5 days off work for different delivery dates that have not materialised. I have now asked for a refund as they havnt got a clue where the delivery is, apparently it has been out for delivery in transit for 5 days and should have been delivered everyday this week? I have given up with this outfit. Good luck to anyone that tries to order anything as you will possibly never get your item.

Extremely poor quality awning. Fault with awning ( bent and wonky!) contacted many times and kept being told to adjust. We followed their instructions 3 times and didn’t resolve problem. Customer services was shocking. Product not fit for purpose. Would not recommend this company.

Full cassette 3,5m manual - only lasts 2,5 years as it broke a few weeks ago. From the beginning the awning didn't work perfectly. I had to lubricate every 2 weeks (though not good access to do it).Don't buy from this company as it is very poor made cheap quality not long lasting.
Very very disappointed and angry to wasted my money.

Purchased a 3.5 awning which arrived ok.Forgot to order storage bag.When ordering it was shocked to see postage to Isle of Wight was£18.99 this was half the price of the bag.When it arrived,small light package could have been delivered by Royal Mail not DX.No reason to charge that amount of postage.

One of arms has broken on our wind out blind, it is about 12 mths old. We have been trying to get a replacement since early June this year. Was told they had arrived on 2 Aug…. Told a week later they are having problems with China! Try to ring them … no luck there either, get to your turn and the phone goes dead.
Appalling customer service.

I already had a 1.4m manual awning and wanted to replace it with a 2.0m electric one I ordered it on the Monday and it was delivered on the wednesday it was easy to fit I would reccomend them to any one

I ordered a 4.5m half cassette awning with a sense of trepidation due to other reviewers' experiences. However, I have to say I am massively impressed. The awning arrived in just over 48 hours from order. It was well packaged (re-enforced cardboard box) due to the large size and weight.

The quality is excellent, all brackets and screws are included. I just now need to fit the thing! The instructions are straight forward, so hoping I can manage the task without a scaffold.

Bought a polyester, waterproof sail last year and the product and the fitting are great quality. Had problems with it collecting water in heavy rain and discovered that both the sail and the fittings are immensely strong! Persevered with it again this year and got in touch with Phillip at Primrose, who provided prompt advice. However, I still don't seem to have pitched it right and now the material shows signs of over-stretching. Sent photos to Phillip who immediately sent out a replacement sail, which arrived 4 days later. What great customer service! Thank you.

Prior to us ordering from this company we did read the reviews here and did feel nervous that there might be issues. We noted that many of the reviews commented against the delays in receiving orders, but we saw on their website prior to ordering that Covid was slowing everything down and they had limited staff - which is all understandable given current circumstances. Saying all this, we still ordered our awning...

It did take a while to arrive, but when we sent an email asking for an expected delivery date we got a very polite reply a few days later with an apology explaining the delay. We were still happy to wait. Our only criticism in this regard is that an email (even an automated email) explaining that it would take a while longer to arrive would have eased our minds.

Now that the awning has arrived we're so pleased we did wait. It was the right price, great quality, the perfect size and looks fantastic. We would highly recommend, but be prepared to wait a little while for the product to arrive.

I ordered a drop down valance from this Company for an awning I already have.
The valance is as described and works great with our awning.
The item was delivered a few days after I ordered it, great service, thank you.

Their delivery dates are a joke! Ordered a sail shade and all the poles and fixings etc.at a cost of nearly £400. Website said 2-3 days delivery.... 2 weeks later we're still waiting. It seems the only way to contact them and to get a response is the live chat, but then all I get is excuses. I wish I'd read these reviews before I ordered, I would have gone elsewhere.