PRIMA Leisure: most-reported complaints
Automated analysis of 449 public Trustpilot reviews published 2026-02-06 to 2026-09-26. TrustScore 4.3 from 7,948 total reviews — see the Trustpilot page. Quick answer: is PRIMA Leisure legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery delays, with 111 complaints out of 225 identified issues. Delivery failures were the second most common concern, accounting for 54 reports. Unhelpful customer support was cited in 24 instances, while 18 complaints involved faulty products.
How to reach PRIMA Leisure
These are the contact details PRIMA Leisure publishes on its Trustpilot profile, as of our last check on 2026-09-26 — phone 0344 326 4000, email [email protected].
The company claimed its Trustpilot profile on 2021-10-20, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 21 of 21 in RV Supply Store. We last checked this profile on 2026-09-26 and found 29 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 2 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 06/11 Win silwy magnetic drinkware sets from PRIMA Leisure”, “E: 31/08 Win a caravan or motorhome for a year, or ebikes, tents”.
TrustScore over time
4.3 → 4.3 across 10 census measurements since 2026-08-30. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-30 (100%, 2.7d) · 2026-09-02 (100%, 3.0d) · 2026-09-05 (100%, 3.0d) · 2026-09-08 (100%, 2.9d) · 2026-09-11 (100%, 2.9d) · 2026-09-14 (98%, 2.9d) · 2026-09-17 (100%, 2.9d) · 2026-09-20 (100%, 2.9d) · 2026-09-23 (100%, 2.8d) · 2026-09-26 (100%, 2.8d).
Severity: 11% of this company’s 225 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In September 2025, 42% of 50 one-to-three-star reviews were 1★; in September 2026, 55% of 20.
Counted from September 2025 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 10.9 days between the experience and publishing their negative review (620 reviews record both dates).
Measured reply time: across 619 negative reviews that received a public reply, the median wait was 1.9 days — the company profile reports an average of 3 days.
Reply quality: of 619 company replies to negative reviews analysed, 36% engaged with the specific problem and 58% were generic templates.
9% of its 190 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery late makes up 49% of this company’s complaints vs a 20% median across 158 ranked companies in its sector.
Review velocity: 1,855 of this company’s 7,948 Trustpilot reviews (23%) were written in the last 12 months.
What are the most common complaints about PRIMA Leisure?
Delivery late
111 reports · 49% of complaintssteady“Three weeks waiting for my order just to be told for the second time it has been returned to prima leisure.”
The company replied on 2026-06-11: “Thank you for letting us know of your recent order, We appreciate you sharing your experience with us. We are truly sorry to hear about the repeated issues with your order and the confusion regarding…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“After a 2 month delay and a failed delivery by the courier followed by a further 3 month delay”
The company replied on 2026-09-14: “Hi, We sincerely regret the extended delays and the issues you encountered with the replacement overhead locker door. We understand your frustration with the decor wrap not being available and the…”
Our classifier read this reply as a template response.
“The length of time to receive my order was unacceptable (5mths)”
The company replied on 2026-08-17: “Hi Simon, We sincerely regret the extended delay in receiving your order and the lack of communication regarding our manufacturer. We understand your frustration with having to chase for information…”
Our classifier read this reply as a template response.
Delivery failed
54 reports · 24% of complaintssteady“Three weeks waiting for my order just to be told for the second time it has been returned to prima leisure.”
The company replied on 2026-06-11: “Thank you for letting us know of your recent order, We appreciate you sharing your experience with us. We are truly sorry to hear about the repeated issues with your order and the confusion regarding…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“After a 2 month delay and a failed delivery by the courier followed by a further 3 month delay”
The company replied on 2026-09-14: “Hi, We sincerely regret the extended delays and the issues you encountered with the replacement overhead locker door. We understand your frustration with the decor wrap not being available and the…”
Our classifier read this reply as a template response.
“didn’t receive order as damaged while in transit with courier”
The company replied on 2026-08-12: “Hi, We are truly sorry to hear about the extended delivery times and the damaged order you received. We understand your frustration with the additional delay for a reorder. We are actively working to…”
Our classifier read this reply as a template response.
Support unhelpful
24 reports · 11% of complaintsrising since 2026-08“After a 2 month delay and a failed delivery by the courier followed by a further 3 month delay”
The company replied on 2026-09-14: “Hi, We sincerely regret the extended delays and the issues you encountered with the replacement overhead locker door. We understand your frustration with the decor wrap not being available and the…”
Our classifier read this reply as a template response.
“It took nearly 4 months. Poor communication”
The company replied on 2026-08-12: “Hi, We sincerely regret the extended wait time and the lack of communication you experienced. We are actively reviewing our processes to prevent this from happening again. Kindest regards PRIMA…”
Our classifier read this reply as a template response.
“I am still awaiting information to repair a broken drawer from Feb 2026.”
The company replied on 2026-07-21: “Hi Mark, We sincerely regret that your recent experience with us has been so disappointing, particularly regarding the difficulty in sourcing parts and the unreliability of information. We understand…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Faulty product
18 reports · 8% of complaintsfalling“only to get a email to say it won’t be sent u till the other item is also in stock”
The company replied on 2026-05-22: “Thank you for sharing your experience. We sincerely regret the significant issues you've encountered with your order, from the initial communication about item availability to the incorrect delivery…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“Arrived without a handle so I emailed customer service. No response.”
The company replied on 2026-03-13: “Thank you for letting us know of your recent experience, We regret that the part took so long to arrive and that the handle was missing. We are also sorry that we did not respond to your email. If…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Today is February 2026 and we are still parts through Prima Leisure to arrive before any repair can start.”
The company replied on 2026-02-25: “Thank you for letting us know of your recent experience, We are sorry to hear about the length of time it is taking for you to receive the parts you ordered from us. We understand that it is…”
Our classifier read this reply as a template response.
Overcharging
18 reports · 8% of complaintssteady“one drawer runner costs about £7 more than the other side.”
The company replied on 2026-09-25: “Hi, We appreciate you taking the time to share your feedback regarding the drawer runners. We understand your frustration about the price difference between two seemingly identical items. We are…”
Our classifier read this reply as a template response.
“Overpriced and slow delivery”
The company replied on 2026-09-25: “Hi Jim, We appreciate your feedback regarding pricing and delivery. We are actively working to improve our services. Kindest regards PRIMA Leisure Customer Service Team”
Our classifier read this reply as a template response.
“Price for the part was pretty much daylight robbery too.”
The company replied on 2026-08-04: “Hi Spencer, We appreciate you sharing your concerns regarding the postage time, cost, and part pricing. We are actively reviewing our processes to improve these areas for our customers. Kindest…”
Our classifier read this reply as a template response.
Not as described
16 reports · 7% of complaintsrising since 2026-08“delivered to wrong address damaged.”
The company replied on 2026-06-03: “Hi Steve, We regret the sizing issue and incorrect delivery address. We are reviewing our processes to prevent this from happening again. Thank you for your feedback. Kindest regards PRIMA Leisure…”
Our classifier read this reply as a template response.
“At no point in the description did it state it doesn't come with the hinges or handle”
The company replied on 2026-05-22: “Hi Jim, Thank you for sharing your feedback. We are truly sorry to hear about the difficulties you've experienced with your recent purchase and the missing components. We understand your frustration…”
Our classifier read this reply as a substantive response.
“Unicap 17 mm is actually 15 mm doesn’t fit”
The company replied on 2026-09-14: “Hi, We are sorry the Unicap didn't fit as expected. We understand your frustration with the measurement discrepancy. Our team are currently waiting to hear back from the supplier regarding this.…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Compare PRIMA Leisure with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-26.