Primark Reviews 2,597

Staff unhelpful when trying to explain about problem with gift card balance,given wrong telephone number for customer services

Just had a chat with their chat reps - totally useless! Lost my receipt - had bank proof, asked if they can locate receipt if i gave them time and date and they said NO! Total joke! Will never shop again at this store!

Would give zero or minus if possible ! Visited Primark in Llandudno today with my mum. We managed to park right outside with her disability blue badge.
As her 'walker' is in for repair I got her a shopping trolley from outside the Range, to aid her walking.
We entered the store and I left my mum looking at jumpers whilst I wandered off. I heard my mum talking to someone so walked over to her, it was a young sales assistant telling my mum that she was not allowed to bring a shopping trolley into the shop. My mum was asking why when girl walked off and returned with a big security guard !!! He repeated that she had to leave because shopping trolleys are not allowed.
All of this took place at full volume in the middle of the shop, to which other customers were standing listening (felt like we were being approached for shoplifting!!)
It was totally embarrassing and worst of all discrimination against disabled people 😕
IF YOU READ THESE REVIEWS PRIMARK .... PUT A SIGN UP AT THE ENTRANCE TO INFORM CUSTOMERS INSTEAD OF SENDING BIG SECURITY GUARDS TO DEAL WITH AN 85 YEAR OLD LADY LEANING ON A TROLLEY WITH A WALKING STICK !!
ABSOLUTELY DISGUSTED !!

Unfortunately I'm here again regarding the same store in Birmingham City Centre.

I had a return to make without receipt and was advised by a friendly member of staff to speak with her manger.

I attempted to have a civil conversation with Smeya who allegedly is a team manager.

Without need for a long drawn out review I can only list Smeyas manner and handling of my enquiry - approach was unhelpful, inconsiderate, lacking in procedural knowledge, gave incorrect advice, non customer focused.

I left the cash desk area to contact customer service online and on my return Smeya was again displaying her inappropriate attitude toward another customer near the cash desk area and in full earshot of waiting customers.

Deplorable behaviour which needs addressing and containing!

If I could give zero stars I would. Placed an order 27th December, no email confirmation, was due for delivery 30th December, got a text on 30th to say it was on its way to store and that’s the last I have heard about my order. I emailed customer services on Monday 5th January asking for an update, all I keep getting told up to and including today 14th January is they are actively investigating the matter. I’ve asked 3 times for a refund and have been completely ignored.

If I could give a zero i would, discussing management, so paid for my stuff, card machine says approved. My banking App says the money has left my account. But no receipt, to be told I would have to pay again and the other payment would go back to my bank in 5 working days and it's the banks fault. I was not a happy bunny, ended up 3 awful managers and 2 employees causing an extremely intimidating situation. I will never ever shop there again, and to the powers that be train your god awful managers how to deal with actual customers.

I took some Christmas presents that I had received in to the Dunfermline branch today requesting an exchange. Pyjamas were the wrong size and wraps were not correct colour but I was met with a straight forward refusal. It could not be done without a receipt. So I have pyjamas which do not fit and a wrap I cannot wear. So unhelpful.
Keep all receipts even for presents.
Will not shop there again.

Bought a top that I realised had a hole in. I lost my receipt but had proof of payment via my credit card transaction. Returned to store, man at till, refused exchange or refund. Then said he wouldnt get the manager and I could go look for one on the floor. Found one but she wasnt much help. Contacted CS after but wasnt completely happy with the resolution. Wouldnt return. Their prices have gone up but the quality has gone down. They also do t seem to know the retail law for if returning faulty items. I would advise in some customer service training. The man behind the till was laughing at me.

Bought my son some joggers for Christmas which split in the middle on first wear. Won’t refund without a receipt, which I don’t have as wasn’t planning to return. Unable to exchange either. Disgusting.

Ordered item on 30th December 2025. got an email on Friday 2nd January stating order is dispatched and would be ready for collection on Saturday 3rd. and on the 3rd I get another email sorry but we can't send your order due to issue our end. so was it sent or not LOL. how many other people has this happened to. will never use again

Customer service total disaster, attitude of shop staff is horrible, the quicker they shut the shops the better

Love the pyjamas ! Very interesting quality for the prices !

The click & collect is a great idea, but in reality, I’ve not had a great experience with it. I’ve only ordered for click & collect during the Christmas period so it may just be because they’ve been inundated with orders that it’s not running that smoothly?
I’ve made two orders but haven’t received confirmation emails for either (one order I only made yesterday) so it’s not been great as I’ve had no order number/updates.
With my first order, I had to keep chasing up with customer service and the Hereford store. I spoke a lot to the staff at the Hereford branch (as I had no email/order number/communication even after the arranged collection date had passed) - they were amazing. So incredibly helpful and patient.
I also spoke to the manager of the Hereford store who was incredibly helpful, professional and understanding.
I’ve also spoken to a gentleman from the customer service team via email a few times, and he, too, has been incredibly helpful. Shout out to Seamus!

So - click & collect not great so far, but customer service has been top-notch which is what has brought me back!

A lovely wee Christmas bundle and amazing wee pjs plus the design is breathtaking

Never order Click and collect!! Order placed was supposed to be collected 2 days after ordering. We are now on 10 days and still no order. Customer service very unhelpful and saying to wait for it to come to store. These were Christmas presents. Also saying if order isn't sent they will refund me but can't give me a timeframe it will be before they 'allow' the refund to go ahead after waiting 😲 Absolutely shocking service won't be using again!

Order held for over a month then cancelled – poor Click & Collect communication
I placed a Click & Collect order with Primark on 10 November 2025 for matching family Christmas pyjamas, ordering more than a month and a half in advance to ensure everything was ready in time for my child’s first Christmas.
At the time of ordering, I was told the items would be ready for collection within two days and advised not to visit the store until I received a confirmation email. I followed this guidance.
For over four weeks, I received no proactive updates. During this time, the order continued to show as “not yet dispatched” on Primark’s website and chatbot, giving the impression that it was still being processed. I contacted customer services multiple times and was told the order was still being worked on.
I also visited the store in person during this period to shop for other items. Had I been informed at any point that the order could not be fulfilled, I would have purchased the pyjamas directly from the store during one of those visits.
On 11 December, I was informed that the order was cancelled due to a transport issue and that the items were out of stock. By then, Christmas stock was sold out and it was too late to source alternative matching family pyjamas.
A refund was issued along with £15 in gift cards, but this does not reflect the time wasted or the missed opportunity caused by the delayed cancellation. Very disappointing experience for a time-sensitive seasonal order that was planned well in advance.

Very bad attitude from managers on the Grimsby store few weeks ago big cues only 1 cash till open rest are they new self service tills no one wanted to use. There attitude was very bad staff stood on top floors on phones instead of being on tills helping customers as it’s all self service, why pay staff to stand on phones bring back the cash manded tills

I am writing to provide feedback about my recent experience in the Bradford store on Saturday the 6th of December . I had gone into the fitting rooms and accidentally left my rings behind. When I returned, the rings were gone. These rings were extremely sentimental to me, as they were from a holy place, so losing them was very upsetting and distressing. I approached multiple members of staff for help, but unfortunately the staff at the fitting room desk seemed unsure of what to do and didn’t offer any meaningful assistance. They appeared confused and unprepared, which only added to my frustration. I then went to the checkout to pay for my items and asked again if anything could be done. A man at the checkout assured me there were cameras and that a manager could check them, but this turned out to be incorrect information, which was unhelpful and made the situation more stressful. A manager did eventually come over and genuinely tried to support me, and I appreciate her effort. However, the main reason I am writing this feedback is to highlight the service I received from a colleague on the self-checkout area, named Tayyibah, I believe was her name. Despite me being visibly upset and even speaking in a rude tone out of frustration, she approached me calmly, and with complete empathy. She remained incredibly caring, compassionate, and attentive. She did not give any attitude, nor did she walk away. Instead, she listened to me patiently and spoke to me gently. Her ability to help me as much as she could was honestly so warming even though it was very busy. She spoke to me with a softness and clarity that grounded me. She encouraged me to take a breath, reminded me that sometimes things happen beyond our control, and reassured me that reacting with anger wouldn’t help. She didn’t say it in a dismissive or patronising her words were thoughtful, kind, and delivered with genuine sincerity. The kindness she showed me wasn’t just “good customer service.” It was genuine humanity. And what truly moved me is that she appeared young yet handled the situation with the emotional depth, patience, and wisdom of someone far older. In a retail environment where customer service can often feel rushed, robotic, or uncaring, It’s rare to come across someone who can stay so grounded and so kind under pressure. Having worked in retail myself, I know how rarely staff get the recognition they deserve. I sincerely hope that Tayyibah receives acknowledgment for her outstanding professionalism and compassion. Sometimes it is the kindness of one person that makes customers want to return, and she embodied that perfectly.

Awful experience in store where they effectively made me feel like a criminal because I did not have a receipt when trying to return an item. Did not rake it back, even for store credit. And kept telling me to leave rather than provide a solution. I was so upset after this encounter I went home and found the receipt, took the item back and got my money back. They would have been better off giving me store credit. Never shiopping there again as they treat their customers very rudely and their policies assume everyone is a shoplifter.

All the sale items from my click and collect order have been cancelled... If they weren't in stock why did it allow me to order them? It's essentially a scam to encourage people to order... And then they cancel all the sale items in said order. Order number: GB2830193691