Primark Reviews 

I took some Christmas presents that I had received in to the Dunfermline branch today requesting an exchange. Pyjamas were the wrong size and wraps were not correct colour but I was met with a straight forward refusal. It could not be done without a receipt. So I have pyjamas which do not fit and a wrap I cannot wear. So unhelpful.
Keep all receipts even for presents.
Will not shop there again.

Bought a top that I realised had a hole in. I lost my receipt but had proof of payment via my credit card transaction. Returned to store, man at till, refused exchange or refund. Then said he wouldnt get the manager and I could go look for one on the floor. Found one but she wasnt much help. Contacted CS after but wasnt completely happy with the resolution. Wouldnt return. Their prices have gone up but the quality has gone down. They also do t seem to know the retail law for if returning faulty items. I would advise in some customer service training. The man behind the till was laughing at me.

Bought my son some joggers for Christmas which split in the middle on first wear. Won’t refund without a receipt, which I don’t have as wasn’t planning to return. Unable to exchange either. Disgusting.

Ordered item on 30th December 2025. got an email on Friday 2nd January stating order is dispatched and would be ready for collection on Saturday 3rd. and on the 3rd I get another email sorry but we can't send your order due to issue our end. so was it sent or not LOL. how many other people has this happened to. will never use again

Customer service total disaster, attitude of shop staff is horrible, the quicker they shut the shops the better

Love the pyjamas ! Very interesting quality for the prices !

The click & collect is a great idea, but in reality, I’ve not had a great experience with it. I’ve only ordered for click & collect during the Christmas period so it may just be because they’ve been inundated with orders that it’s not running that smoothly?
I’ve made two orders but haven’t received confirmation emails for either (one order I only made yesterday) so it’s not been great as I’ve had no order number/updates.
With my first order, I had to keep chasing up with customer service and the Hereford store. I spoke a lot to the staff at the Hereford branch (as I had no email/order number/communication even after the arranged collection date had passed) - they were amazing. So incredibly helpful and patient.
I also spoke to the manager of the Hereford store who was incredibly helpful, professional and understanding.
I’ve also spoken to a gentleman from the customer service team via email a few times, and he, too, has been incredibly helpful. Shout out to Seamus!

So - click & collect not great so far, but customer service has been top-notch which is what has brought me back!

A lovely wee Christmas bundle and amazing wee pjs plus the design is breathtaking

Never order Click and collect!! Order placed was supposed to be collected 2 days after ordering. We are now on 10 days and still no order. Customer service very unhelpful and saying to wait for it to come to store. These were Christmas presents. Also saying if order isn't sent they will refund me but can't give me a timeframe it will be before they 'allow' the refund to go ahead after waiting 😲 Absolutely shocking service won't be using again!

Order held for over a month then cancelled – poor Click & Collect communication
I placed a Click & Collect order with Primark on 10 November 2025 for matching family Christmas pyjamas, ordering more than a month and a half in advance to ensure everything was ready in time for my child’s first Christmas.
At the time of ordering, I was told the items would be ready for collection within two days and advised not to visit the store until I received a confirmation email. I followed this guidance.
For over four weeks, I received no proactive updates. During this time, the order continued to show as “not yet dispatched” on Primark’s website and chatbot, giving the impression that it was still being processed. I contacted customer services multiple times and was told the order was still being worked on.
I also visited the store in person during this period to shop for other items. Had I been informed at any point that the order could not be fulfilled, I would have purchased the pyjamas directly from the store during one of those visits.
On 11 December, I was informed that the order was cancelled due to a transport issue and that the items were out of stock. By then, Christmas stock was sold out and it was too late to source alternative matching family pyjamas.
A refund was issued along with £15 in gift cards, but this does not reflect the time wasted or the missed opportunity caused by the delayed cancellation. Very disappointing experience for a time-sensitive seasonal order that was planned well in advance.

Very bad attitude from managers on the Grimsby store few weeks ago big cues only 1 cash till open rest are they new self service tills no one wanted to use. There attitude was very bad staff stood on top floors on phones instead of being on tills helping customers as it’s all self service, why pay staff to stand on phones bring back the cash manded tills

I am writing to provide feedback about my recent experience in the Bradford store on Saturday the 6th of December . I had gone into the fitting rooms and accidentally left my rings behind. When I returned, the rings were gone. These rings were extremely sentimental to me, as they were from a holy place, so losing them was very upsetting and distressing. I approached multiple members of staff for help, but unfortunately the staff at the fitting room desk seemed unsure of what to do and didn’t offer any meaningful assistance. They appeared confused and unprepared, which only added to my frustration. I then went to the checkout to pay for my items and asked again if anything could be done. A man at the checkout assured me there were cameras and that a manager could check them, but this turned out to be incorrect information, which was unhelpful and made the situation more stressful. A manager did eventually come over and genuinely tried to support me, and I appreciate her effort. However, the main reason I am writing this feedback is to highlight the service I received from a colleague on the self-checkout area, named Tayyibah, I believe was her name. Despite me being visibly upset and even speaking in a rude tone out of frustration, she approached me calmly, and with complete empathy. She remained incredibly caring, compassionate, and attentive. She did not give any attitude, nor did she walk away. Instead, she listened to me patiently and spoke to me gently. Her ability to help me as much as she could was honestly so warming even though it was very busy. She spoke to me with a softness and clarity that grounded me. She encouraged me to take a breath, reminded me that sometimes things happen beyond our control, and reassured me that reacting with anger wouldn’t help. She didn’t say it in a dismissive or patronising her words were thoughtful, kind, and delivered with genuine sincerity. The kindness she showed me wasn’t just “good customer service.” It was genuine humanity. And what truly moved me is that she appeared young yet handled the situation with the emotional depth, patience, and wisdom of someone far older. In a retail environment where customer service can often feel rushed, robotic, or uncaring, It’s rare to come across someone who can stay so grounded and so kind under pressure. Having worked in retail myself, I know how rarely staff get the recognition they deserve. I sincerely hope that Tayyibah receives acknowledgment for her outstanding professionalism and compassion. Sometimes it is the kindness of one person that makes customers want to return, and she embodied that perfectly.

Awful experience in store where they effectively made me feel like a criminal because I did not have a receipt when trying to return an item. Did not rake it back, even for store credit. And kept telling me to leave rather than provide a solution. I was so upset after this encounter I went home and found the receipt, took the item back and got my money back. They would have been better off giving me store credit. Never shiopping there again as they treat their customers very rudely and their policies assume everyone is a shoplifter.

All the sale items from my click and collect order have been cancelled... If they weren't in stock why did it allow me to order them? It's essentially a scam to encourage people to order... And then they cancel all the sale items in said order. Order number: GB2830193691

Primark click and collect is getting worse, you hardly ever deliver on time, you've gone from stating 2 days to 3 days and even then you still cannot deliver on time !!!!!

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.