Primark Reviews 

Missing item in click collect.
Went twice to collect parcels, adter receiving emails. Total of 100 miles, and I'm out of pocket! No help online, no help in store.
A complete waste of time, and money!

Im disgusted with the service I received from primark staff and how they made me feel.i bought a pair of platform ugg like boots less than a month ago I havnt worn them every day u can see i havnt, yet on both souls they completely split,I took them back to the store in brighton with the receipt I was told they couldn't change or refund them as they had been worn etc we argued but she wouldn't give me anything.i left humiliated, angry,out of money and out of boots absolute disgusting customer service,I have pictures and receipt

Get Christmas jumper day ready asap with click and collect, the website says!
Ordered a new jumper for Christmas jumper day at work, was due to arrive a couple of days before needed, the day has been and gone with no sign of the jumper! Wore my old one and they can have it back when it finally arrives.
Why offer this service when you clearly can’t deliver what you promise. Either sort it out or don’t bother, simple!
Update… a week later (nearly 2 weeks from ordering) they cancel my order and refund it. Even after emailing apologising for the delay and confirming it had left the warehouse, which was obviously total lies.

Awaiting 2 refunds for click and collect orders that were cancelled.

First order was cancelled 15th november and second 29th november - nearly a month on and no sign of a refund.

Have emailed but the responses was ‘funds should show within 2 weeks of cancellation’ - no addressing that both orders are beyond this point

I wish I had read the reviews before ordering and saved myself the headache. I placed an order for click and collect that was due to be delivered in 3 days, at the time the item was in stock in all sizes. The day of collection arrives and Primark still haven't dispatched the order. I contact their customer service chat and it took nearly 30 minutes to speak to an agent. Once I get through, the agent could not give me any updates on her side and told me to wait and hopefully the order will arrive in the store later in the day. The order did not arrive! They then cancelled my order and told me to wait up to two weeks to get my money back and that there is nothing they can do beforehand although this was their fault. Primark should not charge customers BEFORE the order is dispatched that is what most retailers do. I DO NOT RECOMMEND their click and collect which is not fit for purpose as I and many other customers have advised. Primark should not be offering a service they clearly cannot provide.

Terrible I am now on my 18th attempt to call , why leave a phone number if you have no intention to answer it. I understand you are a low budget store but if you wanna improve surely looking after customers should be your priority . Just like to update that . I have now given up after 31 tries , 31 probably the worst customer service I have ever dealt with . 31 times no answer,

Having been to primark at Westwood cross on the previous Sunday and filled a large primark bag.
Unfortunately the soft fox for the unborn baby wasn’t in there!! So we returned and explained to Rachel and the team what had happened but they had none left.Rachel was kind enough to refund me.she then rang with good news that they had managed to get me a replacement. I want to thank her and all the teams efforts. ⭐️⭐️⭐️⭐️⭐️ 🎄🎅

I had so much help from your very good staff in rushden lakes .I would like to thank MINA , from rushden lakes .she helped me exchange my old dads stuff that he bought in error ..thank you MINA ..10 STARS TO YOU

Placed a Click and Collect order. Should’ve been in store Monday 8th Dec. No word. Followed up with the online form. Have heard nothing. Then got an email to say that the order was en route to the store, that was two days ago. Tried the online chat.. had to wait for ages- gave up. Cannot speak to an actual human. Absolutely shocking, and it is not possible to just enquire. The money has gone from my account. Next port of call will be to go to the actual store. I fully expect them to say that there is nothing they can do about it.
Many disgruntled Click and Collect customers Primark. Sort it out!

Order accepted and money taken, then email a few days later to say order is cancelled as item out of stock.Wont be using this useless, clueless company again

This company does not understand or adhere to UK law. Their store staff and customer service officers at Head Office think that their company policy trumps the Consumer Rights Act. They sold a product with the size wrongly marked and took no responsibility for this, hiding behind their ridiculous company policy! Even though I had proof of purchase, they insisted on a receipt! Clueless! And illegal!

Avoid!!

Lulu at the Stockport branch is a real gem, she was so lovely and helped me solve my issue with my click and collect order, she was kind, attentive and extremely helpful, went above and beyond, her customer service should make this branch’s entire staff very proud, what a lovely young lady

Click and collect order - all went smoothly however 2 days later email stated delay and later same day a further one saying they were unable to fulfil order. Still waiting on a refund despite the, saying within 5 - 10 days and believe me impossible to talk to a human at best you get a generic email when using their online form. Wouldn’t recommend

I like to shop there as you can find what you looking for and also I buy kids clothes from them.

Taken items back 2 white rose 3 weeks ago no money back ,not one person as got in touch no phone number and customer service is terrble

Great customer service visited your Tottenham Court Road branch on 4th Dec after failing to get my clothings from harrow and Watford stores . I couldn't find the sizes I was looking for and one of your staff Muhammed Amin went out of his way a few times to the backroom warehouse to find a few sizes I was looking for my grandkids Xmas presents .without him it would have been another disappointing day for me Muhammed Amin gave a fantastic customer service and I'm very thankful for that

Click & Collect in Sheffield city centre doesn’t seem to be working correctly at all. Apparently lots of complaints and staff have been hired specifically in store to try and sort it all out.
An item I bought on click & collect was out of stock so was supposed to be refunded to my account within 7-10 days. It wasn’t. Customer services were not responding to emails so had to go back into store to try and get help. Ended up dealing with a ‘manager’ called Stafan who was as much use as a chocolate fire guard. He was unhelpful and disinterested. He tried to palm me off on to the bank even though it’s had nothing to do with the bank and it was the fault of Primark.
How do staff like him get given senior roles?! No wonder there’s so many bad reviews on here.

sent it to the wrong store for click and collect. they sent me an email saying it was on the way to a store i hadn’t picked, i immediately changed it from the link on the email but they still delivered it to the wrong one.

I ordered a Christmas Wreath and other items via click and collect. I collected my 2x parcels. When I got home I realised the wreath was missing from the package. I immediately raised an enquiry with customer services via their online form and had an automatic reply to say they would respond within 2 days. They didn’t reply. I have been on their online chat numerous times trying to get an update but they are unable to help other than advise they have marked my enquiry as urgent. I then raised another enquiry via their contact form due to not receiving any replies and I had an email advising they will contact their warehouse. I’ve not heard anything since. I’ve emailed twice and again no reply. There is no contact number available for me to call. Ultimately, they have taken my money, not provided me with the item and they have not kept me updated re their enquiries. I’m very unhappy with their poor and inadequate customer service

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