Primrose Awnings Bewertungen 276

We bought an awning a few years ago from Primrose, now we need a spare part and they are telling us that they will not ship to Northern Ireland. We even said that we would pay whatever extra it may cost. Not very good after sales!

Had my half cassette fitted today looks fab and works a treat exactly what I wanted at a good price

Ordering and delivery went well, contact with the company was polite and courteous. I ordered the deluxe, full cassette electric awning and my first impression was how incredibly heavy it is, this is not mentioned anywhere. Coupled with only two brackets and four cheap fixings I was concerned. However, I proceeded to fit the brackets and all seemed good. It took three, strong people to lift this into position and was fitted it initially worked well. However after only a couple of weeks to my alarm the brackets started to come out of the brick, the awning had to be taken down. Contact with primrose was primarily to buy one or two extra brackets, I would have to get better quality anchors at my cost but no brackets could be obtained. Instead suggestions from primrose was to get a third party company, structural engineer or return it for a full refund. After much back and forth I decided to return the awning but was told it had to be fully repacked in its original packaging which was long gone. Your couldn’t repack this even if you had the packaging, it’s way to heavy. So I have an awning which is currently unable and primrose have washed their hands of it. I only wish I had seen the trust pilot reviews before I bought from them, my fault. My advice would be to stay well clear and get a proper awning installer obviously it would be more money but worth I’m sure.

I researched quite a few companies for a manually operated awning before deciding on Primrose Awnings. I selected the half cassette 2.5m width awning. Delivery was quick, although the courier did not advise us of the delivery date. The delivery was very helpful and delivered the awning into our hallway. I was very pleased with the manufacturing quality of the awning. Very sturdy construction, the material was a robust quality and the wall attachment brackets were very heavy duty. It takes two people to actually mount the awning, but once up, it is very simple to use. Every time you use the awning, which is every day, you can appreciate the quality.
Whilst sitting under the awning I did spot a couple of holes at each end of the valance trim. On inspection it appeared that these were holes that must have occurred during packing. These things happen, but it depends on how the company responds. I sent photos to Primrose and they responded back within 24 hrs with huge apologies and promised that a replacement would be sent out immediately. A box with the replacement valance trim arrived within (I think) 24 hours. It was very easy to fit.
I am so impressed with the courtesy and speed of the Customer service response. It could not have been faster and more positive. It really has to be 10 stars for Customer service.
Thank you Primrose Awnings it has been an awesome experience and I am extremely happy with the awning.
I do not understand the couple of negative reviews because I have found Primrose Awning to be top rate, and can definitely recommend them to any other purchaser.

Ordered a 4mtr half cassette awning, with an opening of 3mts. This is advertised saying the brackets can be used to either fix it to a wall, or alternatively it can be fixed to a ceiling. This was the main reason I chose this product as it is to be fixed to the underside of a canopy. Item couldn’t be fitted to the wall due to a chimney breast protruding in the middle. Canopy I built to accept the awning but also to hide ugly waste pipes coming out of the bathroom above. Awning fitted to the underside once built, once opened fully I noticed the end of the awning was very low (1500mm) off the floor. I looked at the adjustment bolts to adjust the pitch, but they were already set at maximum lift. So, there was no more adjustment to lift it any higher. The anwning itself was fitted at 2750mm. So it was dropping steeply over the extended 3mts by 1250mm. I contacted Primrose who then put me in touch with there fitting team called Saffron. I explained my issue to a young lady who passed the information and photos I had sent to there on site engineers. Later that day she came back to tell me how they said to adjust the pitch, which was exactly how I’d done it. They also mentioned they had “never” fitted one to a horizontal surface ie: ceiling. I contacted Primrose back by email informing them I had dealt with there fitting team and they couldn’t give me any further advise. I have asked Primrose for options? Ie: support poles to lift the front or alternative brackets to give a larger adjustment to lift the front of the awning up. Both would be at there expense as they have sold an awning that doesn’t do what they have advertised. I await there response at present, before going down the legal route. (Citizen’s advice/ Trading Standards) I hope they do the right thing, as some of the reviews I’ve read since about there customer service is shocking. So outcome at present unknown.

no sign of my order, feels like daylight robbery. Trading standards aware. Do not order anything from this company who appear to have stolen my money

I purchased an electric awning costing £599.00 which was delivered without any remotes
How on earth can I use the awning without a remote
I have now had to pay for the remotes with a £30 discount as a gesture of good will, in total and extra £59.00
Hope they arrive soon

Abysmal service.

Ordered a 2m awning. They sent a confirmation email and took payment immediately.

When I hadn't heard anything after a week, I contacted them via their website.

Still no reply after another three days, so I opened a case with PayPal to request a refund ... and received a reply from Primrose within a couple of hours!

I did eventually get my money back, but it shouldn't take a complaint to PayPal to do so.

It seems many others have had a similar experience. I should have read the reviews more carefully.

On the face of it Primrose appear to be a very helpful & reliable company. However, not only did I not receive any confirmation about my order or delivery date and had to chase them, when it was delivered I wasn't informed and it was just left on my drive way. Saffron, who were excellent,came to instal the awning today. I was not advised nor does it say on Primrose website that if you order a 4m awning it is advisable to have electric rather than manual as it is ridiculously hard to wind the canopy back in manually. When calling customer service, they 'kindly' said i could send it back as I was within 14 days of receiving it. Obviously that isn't an option as it's up on the wall so can't physically take it down unless I pay Saffron to come back and do it for me. Not fit for purpose!

Good - rapid delivery and well packaged, easy to naviagte site, instructions reasonably good and fitted singlehanded in 4 hours.
Not so good - no warning about delivery, just dumped on driveway.
Ordered a 4m x 3m. Its not that size. Frame is 3.94 and actual awaning is only 3.85, so 6" shorter than advertised.
Poor quality rawlplugs were supplied, not expansion bolts as advertised. I hope these cost cutting rawlplugs lastlonger than the normal few years.

Wanted an awning but various companies quoted circa £5k & up for 2.5m electric full cassette, supply & fit. Way too expensive! Found Primrose online, supply awning only at a fraction of what was quoted. Ordered the remote kit as an add on & an extra drop-down valance to provide additional sun shade. The whole order was delivered within 2/3 days, very well packaged & in perfect condition. My fitter let us down but on ringing Primrose they recommended a company who arranged fitting. They also fitted the remote & all associated electrics. I must say the whole process, including the fitting company was exceptional. Can't recommend Primrose highly enough. So happy to find such a helpful & customer focused setup. Really appreciated & very pleased with the awning!

Initially, the awnings that we bought were great but they are robust enough to stand the test of time. After only two years, the fittings are going Rusty and the fabric is fraying. Customer Service is a joke, totally not interested at all. Avoid and go somewhere else would be my advice

I really wish I read these reviews before purchasing. I purchased an external roller blind and cover bag 20 months ago and the main bar has practically rusted through already. I’ll need to take it down before it falls down and injures or kills my grandkids potentially. All the service team do is say it’s out of its warranty.

Please note! The advertisement that we bought the full cassette electric awning from for the thick end of £1500 didn't come with a remote kit! Nor did it say that you need to purchase in addition! Yes ...an electric awning with no way to work it. Instead...its listed as an accessory in the instructions book👀. I explained to customer svs that I would have to purchase the product in order to find this out??? 🤔...that makes sense -NOT! It's also listed as an "accessory" on their site. It's not an accessory...you need it to make it work 😰. The awning looks very good...but I would expect an electric awning at that price to come complete and work...or put your price up to include. But people would probably look at another manufacturer...

This company is fundamentally dishonest. Paid over £1k for an awning a year ago, now to be told that they do not supply replacement covers. Buy an awning from this company at your peril.

Great awning , fast delivery, great customer service. Buy with confidence

Be careful if you order large awnings as if you return for any reason (you only have 14Days from Delivery to do so) the Carrige is down to you the customer, it cost me £350 as the Carton was 6.5m long and weighed 109K no parcel carrier will touch, even though primrose told me to use Parcel2go from their returns page, quite a lump out of the original purchase price

Excellent web page great choice. Very competitively priced. Ordered Saturday last delivered on Tuesday well packed. Delivery co very helpful assisted me in bringing indoors. I have installed them to the rear of the house just now needs minor adjustment before I open them up. Lovely quality product. Excellent CSD. Definitely would recommend this company. Very impressed thus far. THANK YOU to Primrose

Shipping experience was terrible, the product arrived broken (fixable with some effort on my part) and missing parts. However, lots of kudos to Primrose for acknowledging the issues and refunding back a portion. That is good customer service but if i were them i'd change shipping companies. The site is very thorough in describing installation and providing links for DIY folks.

I am a tradesman and decided to purchase a 3 Mtr blind from Primrose Awnings. I try to use local small businesses with contact number wherever possible. My main issue is about the poor customer service.
Bought a blind online and paid in full with 2/3 day delivery charge. Nothing delivered then an email saying there was not stock because their on line system was showing incorrect stock and there would be no new stock till June/July! I called to be told they are not accepting any customer calls and you need to email. Bearing in mind this was their mistake from the outset! In summary I have a trail of 30 emails. Two requested to call me to resolve with a solution. Email replies usually taking 2 days, ignored request to call me! I persisted to ask them for a solution and very keen to offer a refund. When I refused they said they could possibly send me a different colour blind and then send me a different colour when that eventually came in and I would have to change it myself! Many emails later I asked if there was an electric version im the colour I wanted? Yes there was £200 more) I asked if I could pay the diffeeence and get this one? Told no you can’t, I would have to order a new blind and pay in full, they would then refund me the other order! In total frustration I tried to order an electric one on line and three times it got to payment and kept freezing. Emails later, still refused to make one call to me to resolve their issues. The 4th time I managed to order and pay for an electric option. I asked if the price on line was for everything to operate etc. Emailed back NO you will need a separate controller and sent me another link! I added the cost of that item to the order and I emailed the order number and asked to confirm delivery. Email back saying being all in dispatch and would be contacted by courier about delivery. At last I thought, wife call me two days later, blind delivered in middle of drive with nobody in!!!! I then went to install blind following day to find the controller was not on the box? Emailed again to be told it was coming from somewhere else!!! Then the fittings pack…. M12 coach bolts with cheap broken plastic rawplugs. The bolts and rawplugs were not compatible or suitable for a fixing of this weight etc. I then had to go and source decent fixings. The blind installed eventually was itself decent quality but the reason for this review is to highlight how awful the customer service is and why would any company want their customer experience to be this awful . One phone call from them could have resolved this situation, instead a member of staff is paying paid to fob customers off and spend masses of time sending approx 30 emails. Easy option was to ask for refund but I wanted to see what would happen. If a director gets to read this review please consider using a virtual assistant to talk to your customers and understand people like me have customers who I will never recommend Primrose to!