Pines and Needles Reviews

Name: Pines and Needles
Rating: 4.20

4.2 Rating 2,524 Reviews

68 %

of reviewers recommend Pines and Needles

4.2

Based on 2,524 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 76%
Accurate And Undamaged Orders	Greater than 84%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.1 out of 5
Returns & Refunds
Refunds Process	Difficult

About Pines and Needles:

Pines and Needles are proud to present our range of Christmas Trees and Christmas Decorations. Feel the Christmas festivities come to life with our fresh and real Christmas Trees from our Online Store, where we will deliver straight to your door, letting you relax and enjoy your time with the family. We also provide a host of Christmas Tree services including Delivery, Installation and Decoration services, designed and built for our customers.

We also have over 30 Stores operating across London, as well as the South of England, where you can come and join us to pick the tree that suits you best. We will deliver your Christmas Tree to your door in perfect time for Christmas for you and your family to enjoy.

Visit Website

Phone:

0203 384 9420

Email:

sajel@pinesandneedles.com

Location:

123, Shirland Road, London
W9 2EW

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Pines and Needles 5 star review on 11th January 2023

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“As I just explained to Dominic, one of your management team, your delivery team completely ignored my clear, easily understood instructions. Even worse, the gentleman I spoke to also swore and yelled at me when I called to find out where the tree he'd promised me was, three hours after his first call to inform me they were on their way. Explaining I'd be making a complaint, I hung up to collect the tree from my concierge in the lobby where it had been for three hours while I pointlessly waited upstairs in my flat for my door-phone to ring. While carrying the tree up myself, the same gentleman called back and left an apologetic message telling me they were returning to bring the tree upstairs?!?! I called back immediately but the phone went to voice-mail so I left a message requesting he did not return, explaining I'd now done this myself. I also sent a text explaining this and the fact I did not appreciate being yelled and sworn at by someone I'd paid for a not inexpensive service. Despite these clear instructions, I was then interrupted nearly three hours later by the constant ringing of my door-phone. Realizing who it was I ignored this, but after it was repeatedly rung for nearly three minutes I lost patience, answered it, told your driver to go away and hung up. Two hours later I received a text apologizing he had "just seen" my message, something I find hard to believe if he used the same phone for any other deliveries. \nI've used your service for two or three years prior to this one and until now, was always prepared to pay the extra money your trees cost for the convenience and lack of fuss. The amount of extra time and stress I experienced yesterday and even today with the time needed to explain this farce, negates that entirely. I seriously doubt I will be using it again.”

Helpful Report

Posted 55 years ago

“I have ordered from you for many years. The tree this year is pathetic. Small and stunted. Plus the delivery did not include the ornaments that I ordered. I will not be ordering from you in future.”

Helpful Report

Posted 11 years ago

“Hi there, \n\nWe've used you for a couple of years now and we have found that the tree you send was smaller than last year (we chose the same tree). The biggest problem with the tree is that the tree is really dense and tightly packed together so it is hard to decorate, whereas last year, the tree was pruned really well.\n\nMerry Christmas, \n\nRic”

Helpful Report

Posted 12 years ago

“Tree was so scrawny and dry, including a broken 1ft long tip together with several broken branches that I went to a local lot around the corner and bought a much better one for £35. I ordered the 400 light battery operated colored lights and instead got 600 battery operated white lights. Your driver yanked the tree out of his truck and threw it on the ground before picking it up for delivery and was not particularly courteous or friendly in his manner. I was in the middle of dealing w removers inside the house and could not inspect the tree until Christmas Eve. Otherwise I never would have accepted it. As it is, it is \nsitting on our terrace waiting to be recycled. Photos of the tree and the broken tip are available if you need to see them. Hard to believe you would call this a 7 ft tree of good quality and freshness. Under the circumstances, I'd like my money refunded. I only ordered from you on a friend's recommendation as we were pressed for time with the removers”

Helpful Report

Posted 55 years ago

“The tree was meant to be delivered between 8am and 1pm - a service we paid more for. I had to call the driver to see where he was at 115pm. It didn't arrive until 3ish - but I couldn't get back for the arrival so I agreed to it being left outside thus not having anyone to help put it up. The driver seemed to have had to many trees to deliver within the allotted time. The tree stand was/is useless and I am very upset that we paid for a service that we didn't get and that the tree stand is unsatisfactory. I would like to have my money refunded for these things. I also think that you shouldn't advertise services that you cannot deliver on!\n”

Helpful Report

Posted 55 years ago

“Tree branches started drooping quite early on even though tree was frequently watered. What was worse is that about 100 small dying spiders have fallen from the tree over the last couple of days. It's really creepy and can't wait to get rid of it. Unfortunately will have to buy from elsewhere next year :(”

Helpful Report

Posted 55 years ago

“The delivery service was excellent am really disappointed with the product. The driver did ask if I wanted to unwrap and inspect it as it looked a bit skinny but I had a tree before from the company which I was very pleased with so thought it was going to be of the same calibre. It is the worst shaped tree I have ever seen. The top was missing and wrapped up inside were branches broken off. It looks like a misshapen branch of another bigger tree. The kids asked where the rest of it was! It is very skinny with barely any branches and wonky. Not sure that I'll be using the company again.”

Helpful Report

Posted 55 years ago

“The collection was scheduled for 7am, and arrived at 8.30am. I was instructed to have all my suppliers offsite by 8am, and this delay therefore meant I could not do this and had repercussions. We paid additional for this collection, and would therefore expect a refund. Thanks”

Helpful Report

Posted 11 years ago

“We paid for a premium delivery of a slot 8-13:00 on Nov. 30. Nobody ever called us and after we called you at 1:30 the driver finally arrived at 2pm with the wrong tree (much smaller). We arranged a replacement next day for 8-1pm again. Nobody ever came no phone call. Then we arranged a new delivery at 6pm-10pm and you told us that the driver would call 1 hour in advance. Finally the driver called us before the slot at 5:40 that he was 5' away and could not wait !!!! When we called you, you confirmed that you would call us back immediately. After 2 hours nobody ever called. Nightmare service !! We have spent a whole weeekend waiting and having paid a premium service and still we have not got the tree.”

Helpful Report

Posted 12 years ago

“Unfortunately the tree sent was thin and the top 2ft rather bare. The response from the driver and office was good, however I will have to plan to stay in for a second full day. Ideally re- deliveries would be within a half day time slot. Fingers crossed the next tree will be great. Peta”

Helpful Report

Posted 55 years ago

“Hi\nreally disappointed with our tree this year, it had been pre trimmed, the bottom of the tree had its width taken off and is smaller than the width in the middle, and the top is very sparse of branches, with big gaps.\n\nRegards\n\nPaul”

Helpful Report

Posted 11 years ago

“the driver dumped the tree at the door and didn't give us a chance to see the tree before he left. This is the last time I will be using your service. I think it's reasonable to be able to see the tree that I have paid a premium price for before I accept it. The tree isn't great but I know from my experience last year that getting another one is more hassle than it's worth.”

Helpful Report

Posted 55 years ago

“Disappointing tree and very late delivery”

Helpful Report

Posted 55 years ago

“I am disgusted at being misled !! Your website states choose the date of when your parcel will be delivered. I chose 6th Dec knowing I would be at home. When my parcel didn't arrive I was told it was dispatched on 6th and would be 3-5 days after this date!! I am so angry at being misled. I am moving house on 10th Dec and would never have chosen for delivery after this date. I am going to contact Citizens Advice as i think there is a law against deliberately misleading customers when selling an item! I won't be using your website again and will definitely share my views with everybody.”

Helpful Report

Posted 11 years ago

“Tree not good - non drop was all over the floor and was dead after weeks !!”

Helpful Report

Posted 55 years ago

“1) he didn't ring me\n2) the mini tree's container was cracked and covered in dirt- but he still handed it to me like that\n3) the mini tree's needles are all falling off\n4) the Nordman was totally wonky and not nice as all- Very disappointing. \nThe only redeeming thing is they took it away- and your offices have promised a Beautiful tree to be delivered in it's place tomo... Fingers crossed!”

Helpful Report

Posted 55 years ago

“driver was four hours ahead of time. rang me at 3.00 to ask if he could drop the tree off earlier, I didn't answer as was at work. he then text me, and rang me again to ask if he could leave it with my neighbours. I said no as they are elderly on one side and disabled on the other and I didn't want it to be messy in their hallways. he was just very insistent that it wouldn't be messy as it was wrapped up, said it wasn't heavy (?!), that he'd been 'waiting in Brixton for an hour and would just have to wait another hour' and I basically felt so bad I asked to leave work (I'm a journalist at the guardian in kings cross) early and told him to leave it in my front garden if he had to go. when I got home the tree was freezing, soaking from the dew and really heavy, and I had to drag it into my house myself on my own as my boyfriend was away. it's not what I paid the delivery charge for! I specifically requested an evening delivery. I think it's atrocious service. even worse for you, all my colleagues at the guardian heard the conversations with the driver and were most unimpressed. I await your response.”

Helpful Report

Posted 11 years ago

“The tree was dead on arrival, meaning I was unable to decorate it with my family on the Sunday which had been set aside. It did not arrive with the free mistletoe either. Very disappointed.”

Helpful Report

Posted 12 years ago

“Delivery didn't happen on the day planned”

Helpful Report

Posted 55 years ago

“I am regular client and the service has been amaizing before but was really bad this time.\n\nI tried to put the order through using the internet but it did not work. Than I put the order through by phone, I gave the correct delivery address but it was not recorded. I should have checked the confirmation e-mail, but i did not as your service is normally very good.Anyway the tree was delivered to the wrong address, I had to call 3 different poeple and only the 3rd one called Gina actually recorded the right address, not sure why the 2 previous poeple did not record it. So very poor experience this year.\nTxs\nMuriel”

Helpful Report

Posted 55 years ago

Pines and Needles is rated 4.2 based on 2,524 reviews