I had a problem with my tree delivery ( courier service) but after I contacted the courier service I had a prompt email from pines and needles apologising and a refund given of the cost of my christmas tree. The tree was actually delivered the next morning ( a day late) and was healthy and a good shape ( I was actually delighted with it) so I contacted pines and needles to pay for my tree as it had arrived. I paid for the tree but as a goodwill gesture for it being delivered a day late my delivery charge was not added to my invoice for this year and next year I will also have free delivery. As my christmas tree was lovely, my complaint dealt with promptly, politely, and to my satisfaction, I will give 5* and use the company again next year.