Primark Reviews 

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.

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.