"Just under 1 month ago I ordered this product for my husband for our wedding anniversary, a large clock for the garden. When it came it looked great, I gave it to my husband on our anniversary, however once the battery had been installed, checked that it was working and then hung the clock half way up the house.
The next day we realised that the clock had stopped working a 5.25, because the hands were bent and not able to pass the thermometer. In this instance I lodged a return, explaining the fault, on the internet and collection and redelivery was arranged, within a week. When the new clock arrived, it was packed very well, however the despatch notes said "please ensure an experienced packer packs as first clock arrived "damaged"." It was not damaged it was faulty and I didn't appreciate the implication with inverted comma's.
Again the new clock looked great, the battery was installed mid afternoon and then once we had ascertained the hand would go past the thermometer, we re-hung the new one. The next morning (Saturday) we realised the new clock had gained 3 hours, and then it proceeded to run faster and faster. On the Monday I phoned Primrose and held for 20 minutes before I got through, I spoke to Laura (I think) in customer services who was extremely helpful, we looked at the different options, but decided it was best to return the clock for a credit and she arranged DPD to come in and collect. It was repackaged well in the original packaging and collected last Wednesday. In the meantime, I have looked again at the Primrose website to see if there is an alternative, we might be happy to try, however I wanted to wait until my money had been refunded. Today is Tuesday and I am still haven't had the credit to my account.
So I have just called, again 12 minutes on hold, only to speak to a woman who was considerably less helpful, I have just been advised that my "request for credit" will now be raised and it could be another 3-5 WORKING days before it appears on my account, this is the first time I have been told this and I was certainly not told I would have to phone and chase my refund. As I run my own business, I know it is possible to arrange an instant credit and this is just "stalling tactics". On the basis that DPD operate a next day service, the clock would have been back with primrose on Thursday. On the rare occasion we have goods returned to us, as soon as we receive the goods, we call our customers and tell them that the credit is being raised immediately. This is good customer service and means that in the instance where something isn't quite right, often customers return anyway.
The products are "cheap and cheerful" but that was all I wanted for a clock for my garden, I didn't expect superior quality, but I did expect it to work. However I will not be ordering from Primrose again on the basis of their diabolical customer service with regard to my credit. I await and see if I receive it in the next 3-5 WORKING DAYS!"
Reviewed Monday, 11 June 2018