Primark Customer Service Issues

Hello, My wife purchased a black trouser from the Lakeside Primark store, but it doesn't fit well. We live in Stratford, so we visited the Westfield Stratford City Primark to exchange it. Unfortunately, they refused, citing a pricing issue. When my wife bought the item from Lakeside Primark, it was on a special offer for £5, but the cashier at the till said it was £7. After she explained this, the manager adjusted the price to £5. Since she didn't try it on at Lakeside, she only realized it didn't fit well at home. When she tried to exchange it at Westfield Stratford, they told her she needed to go to the Lakeside store, which is far from our home. Is there any way we can get help to exchange the item at the Stratford Westfield store instead? Thank you, Arif Khan

I visited the store at Meadowhall in Sheffield today. I attempted to use a gift card but was told by the cashier that they couldn't accept it because it was on my phone and needed to be printed, despite me providing the gift card number. I had just bought the gift card from Boom25. I had to use my debit card to pay for the items I needed for my children. Now, I am out of £[redacted] on a Primark gift card that they won't take, and I no longer have a use for it. Can I get a refund for the gift card? The card number is 5[redacted] 2[redacted] [redacted] and the pin is [redacted]. I had to dip into bill money to cover my purchases, so I need the funds returned to my bank account as soon as possible. A full refund is the only solution for me since I can't use the voucher. Thank you.

I am currently 7 months pregnant with my first pregnancy and had purchased some cardigans from Primark in January [redacted]. Unfortunately, due to severe morning sickness and illness, I couldn't return the cardigans within the 28-day policy, even though I had paid by card and had proof of purchase on my statement and mobile app. The cardigans still had their tags on and were in a saleable condition. During my recent visit on March 31st, [redacted], two supervisors and a manager at Primark Coventry informed me they were unable to assist me due to the policy. I felt disheartened as I hoped for more understanding given my circumstances. I had hoped for some empathy and understanding considering I had a substantial amount of baby shopping to do. A gesture of goodwill would greatly improve my experience and restore faith in Primark. I kindly request a response to address my concerns. Thank you for your attention to this matter. Regards, S Tabasam

On Thursday, March 29, [redacted], my daughter, her minor daughter, and a relative were approached in the parking lot regarding alleged theft during a clothing exchange. Despite providing physical and digital receipts for online purchases, they were accused without listening to their explanations. The situation escalated when three security guards confronted them, resulting in my daughter's arrest and my granddaughter being handcuffed, while the relative was not. I urge you to review the security footage as some items with tags were legitimately purchased, and receipts were available for verification, some of which were in the bag from the Willow Grove store. Despite difficulties in contacting authorities, I spoke with Eddie Reynolds, who promised to escalate the issue to the head of security but no progress has been made yet. I believe the charges should be reconsidered, and the confiscated items returned. I await your response and hope for a resolution soon. Thank you for your attention. - LaToya DuPree (daugher) / Tammy McFadden (mother)

Hello! I'm Jamila Small, a 13-year-old braider and motivational speaker who is passionate about inspiring others. I founded teenempowermentdaily, an Instagram platform dedicated to empowering and celebrating teens. I have a significant trip planned for August to the UK. This trip is special to me as it marks my first journey abroad where I feel mentally prepared. Despite facing challenges, including having an incarcerated parent, I have managed to find myself and my purpose. Traveling abroad for the first time after this self-discovery will allow me to explore the UK, visit Paris, and participate in various networking opportunities. I am particularly excited about the possibility of partnering with Primark, a global fast-fashion retailer known for its influence in the industry. Your support is crucial in helping me achieve my goals. Thank you for considering my vision and contributing to my journey. Please share this message to further my reach. Contact me for more information.

Dear Manager, I visited the Staten Island Primark store and encountered a concerning issue in the co-ed dressing rooms. The lack of doors in the cubicles led to an invasion of my privacy when a man opened the curtain of my cubicle. This experience was unacceptable. Having both men and women use the same side of the dressing room is confusing and should be addressed promptly. I urge you to prioritize this matter by either creating designated sides for men and women or installing doors on each cubicle. I have already reported this incident to the supervisor on duty. I look forward to hearing from you soon with an effective solution. Best regards, Theresa

To the Manager, During my recent visit to the Staten Island Primark, I used the dressing room to try on merchandise and was surprised to find it was co-ed. Having both men and women sharing the same space with only a curtain as a divider made me feel very uncomfortable. I had a distressing experience when a man opened the curtain to my cubicle, which clearly violated my privacy. I brought this issue to the attention of the supervisor on duty that day, but I believe this matter requires urgent attention. If there must be a co-ed dressing room, it is essential to have designated areas for men and women and install doors on each cubicle for added privacy. I hope to receive a prompt and effective solution to this problem. Sincerely, Theresa

I am reaching out regarding a payment delay issue with my compensation. I was informed a week ago that the funds would be transferred to my bank account, yet it has not been received. Despite contacting customer service 7 times for an update, all I have been told is that it is with the banking team. This lack of communication is causing inconvenience as I need to purchase new trainers which are currently out of stock in the UK. I urgently need clarity on when the payment will be processed. Please reach me at 07[redacted] 15 to address this matter promptly before I escalate it to an external platform for resolution.

I recently purchased £[redacted] worth of items at Primark, using some of my birthday money. Typically a size 12, I decided to buy a size 14 in jegging jeans for comfort. However, when I tried to wear them a few days later, they were too tight. I usually have no problem with their sizes, as everything else I bought in a size 12 fit perfectly. Today, I attempted to return the jegging jeans with my receipt, but was informed that I couldn't due to cutting out the wash label (which I often do as they cause me irritation). Despite this, the main issue is the sizing inconsistency. I feel the jeans are not suitable for their intended purpose. Any advice on where I stand with this situation would be appreciated.

Dear Customer Service, On November 21, [redacted], around 7:50 pm, I visited your ground floor checkout where they sell jumpers. I emphasized the need for gift receipts before the clothing transaction began. The young man assisting me was polite but seemed unaware of what a gift receipt entailed. Thankfully, a lady at another checkout quickly clarified. While I received one gift receipt, I expected one for each item totaling over £90. When I raised this concern, he kindly called the manager. Unfortunately, the manager's handling of the situation left me upset. Initially, she stated she couldn't do anything as I had paid by bank card. After expressing my frustration, she eventually allowed me to redo the transaction around 7:55 pm downstairs. The lady there assured me that the receipt would serve as a gift receipt alongside the card. Though I accepted this due to the store closing, I'm disappointed by the manager's lack of training and customer service. I hope to hear Primark's response soon. Thank you, C. Baker

Hello Primark! I wanted to ask about the Tinsel Scrunchies 3Pk priced at £2.00 with the product code [redacted]. I work at Peterborough City Hospital and have noticed many nurses wearing these scrunchies for the festive season. However, when I visited the Peterborough store, the staff claimed they were not aware of this product. I checked the product number on your website and called the store, but they informed me that the scrunchies are not available for purchase in-store and must be bought online. It's confusing because nurses at my workplace have purchased them from the Peterborough Primark. I would appreciate it if you could assist me with this discrepancy. Thank you for your help. Kind regards, Barb Booth.

Yesterday, I bought items worth just under £20 at Nottingham City Centre Primark around 4:45 to 5:00 p.m. on 12/12. It was raining heavily when I left, and my bag got wet, causing it to rip and the receipt to fall out. I visited the store at around 4:40 p.m. the next day to exchange the items, but the lady at the returns till, who appeared to be in her late 50s, said I needed the receipt. Despite explaining the situation, she was unsympathetic. The free bags provided were unsuitable for the weather; had it been a plastic bag, this issue would have been avoided. Now, I am left with items I cannot exchange due to this unfortunate situation.

I recently bought clothing from Primark Motherwell, hoping for a size 10-12 as indicated on the hanger, but found they were actually size 18-20 when I got home. I returned the items with tags, although I don't have the receipt. The manager, Louise, was rude to me in front of others when I asked for her full name. She refused, claiming it was not relevant. I was shocked by her behavior as a customer with my own business that values customer care greatly. I am disappointed by the service I received on Friday, December 20, [redacted]. Living 40 miles away from the shop, I now have the receipt but no transport to return the items, causing me distress and upset.

Dear Sir/Madam, I am Md. Ruhul Amin from Bangladesh, a clothing manufacturer and exporter worldwide. My products include Twill/Denim/Jeans, knit garments, sweaters, and sportswear for all ages. I have well-managed factories in Dhaka, Mirpur, Narayangonj, and Gazipur with a dedicated merchandising team and QA department to ensure top-quality goods. I am seeking partners for honest business dealings and quality products at competitive prices. If interested, I invite you to visit my factories in Bangladesh for a meeting. We offer services like development sampling, sourcing, printing, labeling, and packing with a commitment to timely delivery and excellence. For more information or queries, feel free to contact me at [redacted] or +[redacted][redacted]. I look forward to establishing a long-term relationship with you. Best Regards, Md. Ruhul Amin Director of Marketing AA FASHION LTD.

I recently visited Primark in Portsmouth with my elderly mother, who is in a wheelchair and unable to walk. She had bought a blouse a few days ago that turned out to be too small. Despite not having the receipt, we tried to exchange it for a bag of the same value, which was £12. When we explained the situation at the till, the assistant called her colleague who informed us exchanges without a receipt were not possible. My mother was upset to be left with a blouse she couldn't wear. I found the assistant I spoke to rather rude and lacking empathy. While I understand your store policy, I believe the situation could have been handled more delicately. Buying the blouse was a big accomplishment for my mother, who suffered a stroke two years ago and only recently regained mobility to go out. The size issue was disappointing as she chose her usual size, which unfortunately ran small. This complaint is unusual for me, but seeing my mother upset prompted me to share this experience. - Christine P.

I recently purchased multiple pairs of black hold-ups, a staple item in my wardrobe. I have been buying them for over a year without any problems. However, after wearing a pair last week, I developed deep red marks which I initially attributed to the tightness of my skirt. Today, wearing another pair, I noticed even larger red, burn-like scars in areas where the material is more plastic-like. These are not typical of an allergic reaction and only appear in certain areas where the hold-ups may have rubbed. This discomfort is concerning. Have others experienced similar issues with these hold-ups?

I have been in contact with Daniel P. at customer services, but I am extremely frustrated and looking for assistance. I purchased a hot water bottle for my 82-year-old mother, and after a month of use, it leaked causing her to burn her leg and the bed to be ruined. I sent photos of the injuries and damage. After posting the hot water bottle for inspection, there was a delay in receiving it and then they only offered a £25 Primark voucher, which was unacceptable considering the bottle cost only £10. Despite expressing my dissatisfaction, I was only compensated £15 for my mother's injuries. I sought advice from Citizens Advice who confirmed my case has merit. I feel disrespected by the inadequate compensation and believe my mother deserves better treatment from a large company like Primark. I am exploring if there is a higher authority I can escalate this matter to.

I would like to file a complaint about an incident at the Chesterfield Primark store. When I visited with my children without a mask due to health reasons, I was verbally attacked by another customer. Despite expressing my concerns to the staff and receiving reassurance initially, the situation was distressing. No staff intervened, and I left my shopping behind feeling shaken. On a subsequent visit with my partner, we felt uncomfortable due to being stared at by some staff for not wearing masks. This made me rethink shopping at Primark despite being a loyal customer who spends a significant amount there. I believe customers should not be made to feel unwelcome or judged based on their mask-wearing situation.

I had a disappointing experience at Primark in Spain. I recently purchased a bra post-operation, as I can't wear underwired bras. Upon returning home, I discovered the bra labeled as large was actually a small size. I promptly returned to the store with the item and receipt, a 45-minute journey, only to be turned away due to their no return policy. While I understand the policy now, I wish the staff had shown more compassion and understanding given the circumstances. It's not about the amount but rather the emotional distress this situation has caused me.

I apologize for the inconvenience in delivering your message to the specified address. Hello, I recently visited the Primark store in Basildon and noticed some men's clothing on sale with a red sticker indicating a discounted price. Despite this, when the items were scanned, they showed up at the full price. After bringing this to the attention of the staff, a series of discussions took place involving a supervisor and manager. Unfortunately, I was informed that the prices were correct. As a loyal customer who spends a significant amount annually at Primark, I felt disappointed by the situation. I believe that customers deserve clarity and fairness when it comes to pricing discrepancies during shopping experiences. Thank you for addressing this issue promptly and for understanding my perspective. Sincerely, A.T.