Primrose Awnings Reviews 

Ordered item on Sunday, unfortunately did not get an email conforming order, tried to email customer service Monday morning did this twice all I got was a job ticket number, did live chat on Tuesday they sorted everything out for me and emailed me an invoice within an hour and the item arrived the following day

Companies define themselves by their customer service and this particularly applies to after sales service. In this regard Primrose are exemplary. They dealt with my issue professionally, quickly and to my complete satisfaction. I won't hesitate to deal with Primrose again and highly recommend them.

Very easy to order my acer tree and roses arrived fast give it a go you won’t be disappointed ? Very happy with customer service as well ?

I have had a Primrose striped awning for many years and the pelmet/valance needed replacing due to weather wear and tear. I ordered a new one which arrived the next day. Was simple to fix and the whole thing looks like new. Very pleased with quality and service.

I have been having problems with the adjustment of my full cassette awning for over a year now (lost a year during covid), It was not set-up correctly in the factory. I have been adjusting various things myself to try and resolve the issues with some very slow help from customer services. Last month the guarantee lasped and now they have washed their hands of it and no longer reply to my emails leaving me with an awning not fit for purpose.

Ordered on the 1st August said 2-3 day delivery! After 7 days heard nothing I called only to be told they could not find my orderthey had taken my money but could not find the order ??? and would call back the same day but no call received, I called the next day and they said they would dispatch asap finally received my order the 11th August ! Very disappointed the fabric is badly marked ! It does not fit the roller on end by about 3 inches customer service was terrible I would not recommend or by from this company again ! They have authorised a refund on carriage but have not yet received it! Ordered a cover at the same time but they are unable to fill that order so have refunded that !!

I ordered a Peruvian Lily and they sent me a completely different plant. I raised a support query and sent photos clearly showing the different leaf structure and root system of what they sent me but after weeks of waiting the 'horticultural experts' said they can't tell. This wouldn't be a problem if customer services just resolved the issue, but it takes such a long time for an unhelpful response.

Ordered and paid for item ..noticed it was refunded to my PayPal..tried to call several times to find put whats the issue sent a inline message and they said it was out of stock.
1 this should have relevant at process of order
2 established that the phone line is a premium chargeable rate which should also be stated next to the number on their page

Sent video of my problem with my full cassette remote control 4m awning. Response was slow and only after I chased (poor cust. service). Advised I needed a replacement motor (accurate diagnosis of problem).
The replacement motor arrived promptly when ordered (so sales dept. works well).
Also, the instuctions for fitting a new motor are incomplete and miss out vital steps.
I also managed to do this on my own with the awing on the wall fully extended. However, it would have been easier, as Primrose advise, to take it off the wall. But, I didn't have a 2nd party who could help at the time I wanted to do the job.

DO NOT buy an awning from this company - at least, if you already know exactly how to install it, go ahead but if you have any questions at all, they will not be answered. I had two queries. The first was when I ordered and I contacted Primrose to ask what date it would be delivered. I needed to know because I had to have a friend to help me carry it into the house. They ignored my request and the tracking information given by the courier was also useless - I didn't know it was coming until the day of delivery itself, which was. bit too late. Next, I had a very simple query about the positioning of the brackets. I emailed, I phoned three times, I was told someone would call me back "within the hour" but I am still waiting. Eventually, we found friend who had installed one who was able to let us look at his. Finally, the bolts to adjust the tilt of the awning were done up so tight that we had a struggle to release them. The spirit level on the awning that helps you fix it straight was broken. Seriously, guys, the couple of times I managed to get someone on the phone, I was told you were "so busy." Well, I'm delighted that you're busy as that must equate to more sales - so take on more customer service people or make the instructions better.

Do not buy any sun sails from this company. The larger ones simply do not tighten up and flap about making a huge noise. Having gone to the expense of digging concrete bases for poles etc their only solution was to refund the cost after they had collected it .Complaint emails simply ignored. Don't trust these people.

I ordered a replacement valance for our existing wind out sun blind.

I ordered a 4m plain green blind. Within a few days the package arrived by courier on a Thursdayafternoon. I noted that the package was not properly sealed though the item was still inside. They had sent me a 3.3m blind, so absolutely no use.

I tried calling several times the following day on Friday. I received automated answer phone messages saying the office was closed. I emailed twice and received an automated reply saying a ticket has been raised. I tried calling twice again the following Monday. Both occasions I was on hold for 15 minutes and gave up. I called once more on the Wednesday and after 20 minutes on hold the call was answered. The person I spoke to eventually told me that a replacement valance would be sent out next day delivery. Two days later nothing has arrived.

***Stop Press*** the replacement valance has just arrived and is correct and is now fitted.

Nice website, very poor customer support, just too difficult to contact.

This is the third awning from Primrose and the previous two were trouble free, so two stars for that. I ordered this one in July 2019 to install in my Spanish property but when I got it to Spain I could not install it because there was a bracket missing.On my return to the UK I spoke to them and they duly provided apology and a new bracket. Then Covid struck so no trips to Spain until now. I have installed the awning. All fine except the wind, rain sun sensor does not work. Despite being untouched in its original packaging since 2019 an internal switch is either missing or has been displaced.
I called for help but got a straight out guarantee out of guarantee reply: nothing they can do. I would happily accept that but for the fact that the only reason it was not installed and the faulty sensor discovered then was their failure to supply the requisite number of mounting brackets. Plus 45 minutes and counting on the phone.
So in summary, good products but poor service especially where money is involved.

Always a pleasure to use primrose and never have any hassle. Steve is great to deal with and is always happy to help with anything we need. Great products and great service!

Excellent company with quick delivery. Steve many thanks for all your help.

Having dealt with Primrose Awnings for a number of years the service we receive from Steve Siddal is always efficient and promptly dealt with. Keep up the good work 👍

I can see lots of people complain about ... and i was scared after i buy my new awning but the problem is after 3 days i receive my awning and all my accessories from them. I can say big Thanks and Good Feedback to them.

Awnings for house windows are very good. Slight flaw in one of the valances - Primrose (phil) had no hesitation and immediately sent a replacement. Great customer service - thanks......

I had an issue where my items were out of stock and have to say the level of service received from Wayne and Phil B was exceptional, really went out of their way to resolve the matter. Yet to put the awning up but it looks great.

Top company ,great customer service bought a few items from them and alway shipped very quickly, would highly recommend.