Primark Reviews 2,597

Primark click and collect i would stay away from it as I have been treated disgustingly and if there customer service or helpline as they call it it is an unhelpful service . I purchased a full set of family Christmas pajamas and paid for them to collect in store and when i got the text to pick them up they had only sent one pair out of six.I have contacted the customer service team and sent proof a week ago 28-11-2025 and i have not had a reply or a resolve .The items ordered were to go to a very large family gathering all matching now the time scale and the fact they are not acknowledging my complaint makes me feel that one of our families are going to be very disappointed.I am disgusted at the lack of response as the email acknowledgement states they will reply in two day so i am waiting for items that i have paid for and not had. Avoid Click and collect and also a store that dose not respond to correspondence.I do not complain about things going wrong but the service is shocking

AVOID Click and collect, appalling paid for 6 items 5 were missing no refund, sent an email and been in the shop no one knows nothing, and still not been sorted

Customer service it awful. Ive been trying to contact regarding my click and collect. I had the dispatched email but not ready to collect. Ive emailed with no response, the chat doesnt transfer to a human, the plymouth store doesn't answer the phone. I dont want to go all the way into the city centre and it not be there. (Wanting to limit town trips as just had surgery) but also dont want to miss my collection window like others ended up because they had no notification to collect.
GB4238059585

Never ever will I order from click and collect again! They were awful. I ordered 2 pairs of flared leggings I went to go and collect and opened it to only see 1 pair they chased after me before I could even go back and said they will have to take my order off me as the whole order isn’t there. Which I didn’t understand because they were the same item just two of them. So I said can I not just get a pair from the store to make up for the order I was told I couldn’t do that. So they said to cancel so they *cancelled* it for me. Didn’t receive any refund for about 5 days. Went back today to ask about it and the order was never cancelled. So I asked them again can you please cancel the order as I have already now bought them in store as they are USELESS. I’ve come away from the click and collect received my confirmation email about a refund and there is only a refund for one of the pairs of leggings. So I am now only getting £13 in return when it should be £26 in return. I am LIVID. Never ever will I be using click and collect again!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Purchased £38 worth of underwear, all the same, several sets, for my teenage son. Meeting up with my son a few hours later in the same shopping centre, I realised that I'd seen one size and picked up another. Primark would not take them back as it would be unhygienic. They were clearly still in the same packaging that I had purchased them a couple of hours earlier but I was told it was written on the back of the receipt, "no underwear returns".
I thought terms had to be clearly shown and text on the back of a receipt in small print is not clear!
I was told this was standard policy in all stores which I know to be untrue.
No more Primark shopping for me.

Ordered something for click and collect, primark took the money and failed to deliver. Since then they have blanked all my emails. Don’t bother doing click and collect as I am having to try and take them through small claims court to get money back.

I am very upset with the remarks made by member of staff at the Fosse Park store last night When I was having a conversion with my two teenage sons a member of staff walked pass and asked me to move out the very rude attitude towards me the when I asked what was the matter he was abusive like don't talked to me in that manner I asked him if there was a problem of some sort but his attitude was very bad as a customer I was very disappointed with this guys attitude towards me. I wont be using this store ever again.

Had an item of clothing last week still got the labels on and they will not exchange it for a bigger size even with the labels on. not impressed

Avoid Primark like the plague!
Used the Click & Collect service only to find my order to be missing items upon getting it home and opening the packaging. Having contacted the customer service team immediately, I have since waited almost two weeks for them to finally get back to me saying they have investigated the issue and found nothing wrong with the order through their systems, therefore washing their hands of the issue and refusing to offer a solution in the form of an exchange or refund. This is incredibly frustrating as I have received an order that is missing items, Primark has taken my money, and they are failing to accept responsibility or show any accountability whatsoever. Despite what their “systems” may say, I can categorically confirm that my order was missing items. Whatever happened to ‘the customer is always right’? Primark’s attitude is very much screw the customer, and that’s as clear as day!

I warn everyone to avoid Primark like the plague! Unfortunately, it’s not only their clothes that are cheap - it’s the entire organisation. Utterly unacceptable.

Click & collect terrible

Ordered 3 items 2nd November. Was emailed on the 6th November to say it’s being picked. 8th November 1x of the items was out of stock please wait 10working day for a refund. Now 29th November still no refund. No reply to the emails sent either

But the other 2x items on my click & collect I returned in store the day I collected them. (Which was a Saturday) I had that refund the Monday, 2 days later. You also can’t exchange with the click & collected with items purchased in store.

Bought 2 items online 16/11/25 for collection 19/11. I have visited Primark practically every day and they informed me yesterday that the order which was needed for today, has not even been dispatched and to contact them direct for a refund. I had already place an issue on their official form 25/11 & got no response. Linked into the live chat with Lee L who cut me off after 50 mins of waiting then Judith O. I received the same response copy & paste 3 times in the interaction, for any questions raised, saying they were sorry and they take complaints seriously etc. I asked for a if/when it would be dispatched. Answer was that the issue has been raised! Asked for cancellation of order & a refund and I got the sorry and they take complaints seriously etc. again! She then terminated my live chat. Nearly 90 mins. No product, no info when they would be dispatched, no info when I can expect it and no info on the right to cancel & receive a refund. Absolutely dreadful service. Will never use again and would never recommend Click & Collect.

Primark website is dreadful! It needs to be fixed as impacts customer satisfaction

A lovely young man at the till was very polite and patient with me his name was Shehab

Came into your branch in Dartford high Street was very busy, the young girl on till was amazing considering how long the queue was and how many people were losing their temper, the young girl kept it together and was very polite and apologized for the wait.

Can’t exchange items without as receipt even though you can clearly see it’s got tags on never been worn and was a gift.

This is ridiculous I get not been able to do a refund but why not and exchange

Mangers are useless and give poor customer service at rushden lakes

I will keep it short and simple. Primark Manchester Piccadilly, in a nut shell. Always out of stock on the popular sizes. For months! They don't reply to emails, and the most definitily dont reply to complaints. Rubbish retailer of the year and beyond. P.S, if you're 6foot tall and as slim as a lettetbox opening, then you'll find all you need in this store!

Went with friend to Lincoln Primark. She bought some knickers and as she paid for these, she realised that they were the wrong ones. After checking with till staff to ask them to change it, which I was assured would be ok. I left the till, picked up the correct item and returned to the same check out cashier ( note I did not leave the store nor did I undo any packaging, it was probably less than 2 minutes) . The cashier informed me that she could not exchange as that was their policy nor could she refund. The manager also said the same thing. So I paid for 2 item (one that I didn't want). I later wrote a complaint about this matter, only for a standard reply which did not take any account of the complaint I had made, I further reiterated my complaint, to then be sent for a request for a receipt and the name of the staff at checkout. I made it clear in my complaint that it was the unjustified process, as I had not left the store and was just trying to changing the item..it was not worth a lot so wasn't after a refund but an understanding of how their policy of non refund or exchange of underwear is so rigid that even when a genuine error is made and an immediate exchange would have been satisfactory outcome. Their policy was too rigid and provided very poor customer satisfaction.

I made 2 click and collect orders. 1 arrived fine and the other never showed at the store and was also missing items on the order when it said it was dispatched with no explanation and no adjustment to what they had charged me. The Nottingham primark number just rings with no one answering to eventually be cut off and I have no idea how to get my order or my money back? Store staff clueless and unhelpful so what do I do now? I have had to contact my bank to get them to recover the money - I would avoid click and collect!

CLICK&COLLECT IS SHITE
I ordered a Gilmore Girls PJs and the delivery was due on the 3rd of November. It is the 12th and still "dispatched". When you try to contact the live chat, the employeed are extremely useless and rude... And they all have funny names. They all copy and paste the same comments and they do not have critical thinking. It is a present for a 14 year old child and they are ruining it all!!! (ORDERED FROM GALICIA BUT MY BOYFRIEND LIVES IN HIGH WYCOMBE AND HE IS THE ONE PICKING IT UP TO GIVE IT TO ME WHEN I GO THERE FOR XMAS).
Awful customer service from Sinita K (Primark Live Chat)
Absolutely shocking experience. Sinita K was rude, dismissive, and completely unhelpful. She kept interrupting, refused to let me finish explaining the issue, and even threatened to end the chat instead of trying to resolve my problem. I’ve never encountered such an unprofessional attitude from customer service before. Primark really needs to train their staff better. If this is how they treat customers online, it’s no wonder people lose trust in their support.

Customer service absolutely shocking order was wrong and cannot get into my account and tried to do live chat absolute joke terrible customer service Primark do better!!