Primrose Awnings Reviews 

I see these reviews & took a chance l ordered a 5 m full cassette electric awning on Sunday the 7/9 20 it came on Wednesday 9/9 l have checked the unit & fittings all looks good l wanted 2 but the smaller one is out of stock l will have no hesitation in ordering a 2nd when available

I fear we are going down the same road as the other customers...I wish I had read these reviews before ordering and paying over £1000 for an awning from primrose awnings.
Awnings misplaced... seems to be the common theme! I can only hope that they correct the situation and I can write a more positive review!
After a month of trying to correct all that went wrong! Yvonne was able to offer us a full refund. Glad that we managed to bring the arrangement to a close.

After deliberation I decided I will review our purchases, Awning and accessories 2 years ago and a second bigger Awning plus accessories earlier this year. Firstly, I would state though that I do like their Awning products and in general they have been good quality. However the administration and after sales has not improved in over two years, in fact it goes backwards.
Computer system is chaotic and the information displayed changes daily. Neither orders have been without problems,s, they did not deliver a £500 order as 1 x £20 item was out of stock, no update on the web page to your order confirmation. A real shambles. Very difficult to chase orders with no return of emails, getting hold of customer service is difficult as well if they actually do answer.
How they can also justify to charge for next day delivery when it takes nearly 3 weeks to arrive beats me. Packing also needs improving.
Sorry for them, but I will only be using this company if I cannot get similar products elsewhere.

Extremely poor experience, absolutely no way of contacting them (they DO NOT reply to emails), they had taken almost £500 from us 9 days ago......email received 2 days later saying item had been despatched, received further message saying item would be delivered between a 3 hour slot after 4 working days.....nothing since then although we did stay in waiting!!
Emails sent without response, cannot contact them via telephone ‘because of COVID-19’ (wasn’t aware that this virus transferred via phone lines). Have now tried to track our order via their website.......‘Order cannot be found’. Have no idea what to do now....they do still have our money; order numbers have been added to our many emails......Guessing we need to contact our bank now

3m wide electric half-cassette awning ordered and delivered in 3 days; Excellent quality - took me half a day to install - getting the brackets in the right place (measure twice!!). Really pleased with product and service. Highly recommended.

Do not use this company. Items listed with 3 to 5 working day delivery after 3 weeks it turned up incomplete no communication possible all phonelines turned off and don't answer emails.

I ordered a veranda at the start of June, paying for delivery too. There were only 6 left in stock and 3 other sizes were out of stock. Many emails and attempted phone calls later and very shocking customer service.
DO NOT ORDER FROM THESE PEOPLE! I sent one final email at the start of August saying if the product didn't arrive within 5 working days I wanted a refund. I got a reply the next day saying they would refund me. The refund appeared 3 days later. I then looked on their website expecting to see the product I ordered out of stock but to my surprise ALL sizes and colours of the product were available to order on the website. And were to be dispatched that day!! I do not believe that to be the case as otherwise I would have received my order surely?? I appreciate the pandemic impacted delivery timescales but they need to be more honest with their customers. I was very patient waiting and sending polite emails yet they still failed to communicate effectively. I only ordered from them after a friends recommendation but I certainly will not be ordering from them again.
I assume they are a smaller business that bit off more than they could chew during the pandemic.

I ordered an awning from primrose with 3-5 day delivery*

*possible COVID delay

So 23 days later they emailed to say its not in stock.

It is a shame that things did not go smoothly or else I should have awarded Primrose 5 stars.
My initial charcoal awning was chosen because it was "in stock". After 2 holding emails from Primrose and 2 weeks I emailed to ask for delivery confirmation only to be told that the awning was no longer available and that my order had been cancelled. My money had not then been refunded.
I asked for the order to be changed to a blue awning of which 3 were show as being in stock but was told it was not possible.
I then placed a new order for a blue awning which by my error was duplicated. At this stage I had no awning but had paid for 3!
Fortunately Giacomo came to the rescue, cancelled the duplication and made a refund for it.
The new awning was delivered without switch but again Giacomo sorted that within 24 hours.
It is now installed, works well and is of good quality.
Giacomo then ensured that my first payment was also refunded so all is now well.

I recently purchased an awning from Primrose and it was delivered in good time, 5 days, as expected as paid for 3-5 day delivery. However The awning was missing all mounting brackets and fixings. Therefore not fit for purpose. So I cannot complain about the product. But I have contacted them 3 occasions to inform them of this and not even an acknowledgement. I am aware of the Covid situation but this is now unacceptable. You cannot speak with anyone, you have to file your message on their format which is covered with Covid delay warnings. I am getting tired of this excuse. The money I paid was not on delay! All I’ve asked for is a response. I have an awning that is not usable and over £700 down and totally in the dark.
If this company are facing restrictions because of Covid then they shouldn’t be continuing with sale after sale before dealing with their history of complaints/ queries.
My next step will be to contact my credit card company. Unfortunately I could not recommend this company in this current climate, beware!

I ordered a awning and cover. The awning turned up but the turning lug was broken in half and the entire awning was covered in dents/scratches. Contacted primrose and they agreed to send a new one out once they had the old one back. Told them today that the old one had been collected and they told me the awning is now out of stock. They can apparently not amend the order so I have to wait for a refund in a couple of weeks before ordering an alternative.

Had I read the reviews I would have not purchased from them. It seems this company has gone down hill considerably as my parents purchased an awning 10+ years ago and did not have any of these issues.

I bought a awning about 4 years ago which was delivered in a filthy shocking condition it was replaced after complaining however I have just upgraded to a supposedly more expensive model which was a really big mistake as there is lots of problems with this awning however after several emails to all their relevant departments for 8 days now not one reply what a pathetic untrustworthy company they are. I have asked for a replacement also a refund but no reply at all.

I won't go into the problem we had with our awning that was delivered in July but wanted to commend Katie from Primrose for her excellent customer service. She was so friendly and helpful and got it sorted in no time keeping us informed along the way!
Today my awning has been installed and at last I have the shade on my patio I have craved these past few weeks.
There are a lot of bad reviews on here and mine could have been one too but with her help everything was resolved. Thankyou.

Like some others on this review site I ordered my awning and then discovered this review site. I was immediately apprehensive as my cash had been taken from my account almost immediately but I did not receive any confirmation email or order number.

I contacted Primrose and got an automated reply thanking me for my order but again no official confirmation or order number.

I sent another email and this time got a personal response saying that my order had been dispatched to the delivery company.

My awning arrived today eight days after ordering.

In my opinion this is great service especially at this time.

I only gave four stars due to the fact that no confirmation email is received at the time of ordering and this immediately set alarm bells ringing.

I'm sure this is easily rectifiable by Primrose.

I haven't put up the awning yet and will update my review in relation to the product once it is up.

I thought I would give an update on my latest experience with Primrose Awnings
I ordered a second awning as my wife was pleased with the first awning (a few weeks ago). I ordered a standard awning and two covers. 10 days later the bags and awning arrived separately. Absolutely no problems again. It’s up and fitted along side the earlier one and looks great. As a down side I think my wife is thinking of a third as our south facing patio is 18m long.
We are in the middle of unprecedented times. I am pleased that Primrose are still trying to satisfy their customers as best they can. Honestly, they have always replied to my emails, though as they request, I don’t bombard them multiple times. I try to be patient! I am retired and I would hate working in these conditions and getting scathing complaints!
I speak as I find, no problems for me that they didn’t solve without question.
If we do buy are third, watch this space!

i brought a full cassette awning from primrose the fitting was a nightmare they have no phone line and then haven't responded to any emails the awning is pooling in the rain despite following their recommendation of a 45-50 cm slope, in general, the awning is poor quality
for the price paid, do yourself a favour and try one of the shopfitters they have better quality for similar prices

I would like to say after reading all the reviews I was mortified as I never read them until after I ordered my awning.
But I can honestly say that I should not have been worried as I have my awning it was delivered within the quoted time & all parts are there & it looks great, Primrose Awnings I would recommend them & I am a completely satisfied customer.
I just felt I should do a review as people dont seem to do them when the goods are spot on
Thank you Primrose Awnings great job..

I ordered a 3m awning, within minutes I realised it was actually a 2.5m one I needed so I cancelled the order. 4 days later I got an email to say it had been dispatched!
I tried ringing just a bloody answer machine you couldn't leave a message on, so I emailed them eventually got a reply to say item was already in transit and I was to refuse the order eventually it would return to them and I would be refunded.
After 6 weeks and 15 emails to which there was not one response, I contacted PayPal and opened up a case fortunately PayPal refunded me thank god.
This company is disgusting still operating through Covid but making themselves uncontactable.
I hope they go out of business.
If you are daft enough to purchase from this company then pay through PayPal otherwise any problems you can say goodbye to your money!

WE ORDERED ONE AWNING AND COVER TO MATCH THE OTHERS WE ALREADY HAVE. THE AWNING ARRIVED BUT NO COVER AND WE HAVE BEEN CONTACTING PRIMROSE FOR SEVERAL WKS AND HAVE HAD NO RESPONSE AT ALL. VERY DISAPPOINTING.

After ordering, I read the comments on this site and was more than a little worried. I ordered my awning, received no confirmation after entering my bank details and heard nothing from primrose for 3 weeks. I tried contacting them, but got no response to my email and couldn't phone. However, my awning arrived today after I received a text last friday telling me the awning would arrive then. So the awning was late, it took longer than they said it would and i didn't know for 3 weeks if it was coming or not. It is, however a nice product at a good price and easy to install. I just couldn't give any more stars due to the lack of communication and the fact it was delivered 3 days after they said it would be. Not helpful if you are arranging your work around deliveries.