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Pines and Needles Reviews

4.2 Rating 2,472 Reviews

68 %

of reviewers recommend Pines and Needles

Company Reviews

Product Reviews

4.2

Based on 2,472 reviews


Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 76%
Accurate And Undamaged Orders	Greater than 83%
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.

Note for 2020: We are fully COVID-19 compliant and operating as usual.

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

Pines and Needles 5 star review on 15th December 2022

Pines and Needles 5 star review on 15th December 2022

Pines and Needles 5 star review on 10th December 2022

Pines and Needles 5 star review on 10th December 2022

Catherine Darcy

Pines and Needles 5 star review on 10th December 2022

Pines and Needles 5 star review on 10th December 2022

62

Anonymous

Anonymous // 01/01/2019

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

“The tree was totally dead, I called to speak to someone. No one picked up the phone or returned the messages!”

Posted 2 years ago

“Awful service - DO NOT USE. Tree was delivered late, hurled through the front door by a grumpy delivery driver. Decorations were broken and lights not included. Offered a £9 refund! Decorations must cost about £30 to source from Asia and charge over £380!!! Actually the worst value for money experience we have ever encountered.”

Posted 2 years ago

“Poor service, poor delivery, poor resolution process and promised partial refund still not received.”

Posted 2 years ago

“This was the worst tree I have ever had. Despite following instructions it started dropping before Xmas. I have just removed it and spent 2 hours clearing up needles inside. Outside is a mess but I am 72 and just don’t have the energy. I have never in 43 years taken my tree down before 12th night. I will now have to pay someone to clear up outside as well as paying you to take it away. That’s rubbish”

Posted 2 years ago

“The people who collected our tree took the wrong one. They just grabbed the first one they saw without asking. This tree did not belonged to us and the owners are furious!”

Posted 2 years ago

“We have been getting trees from you for ten years, or thereabouts but last two years have really not been good. I have already (via my husband Matthew) sent you an email telling you that the tree this year however, beautiful was virtually dead upon arrival but haven't heard anything back. On top of this last year wasn't very good either. I was hoping then that that was a one off, so I never complained but now it seems to be a pattern. Susanne Levin / Matthew Bell”

Posted 2 years ago

“Worst experience ever. I always get my trees from pines and needles brockwell pk, but moved to Wallington this year so ordered a fraser fir online that cost me £104 with delivery. When it arrived I cried, it was the ugliest tree I have ever seen, all misshapen, unequal, broken, and sticky with sap. I then struggled to get through to their services to resolve, so many calls/emails, had hassle over getting a full refund and had to chase them repeatedly to collect the tree as they expected me to just keep it in my front garden and dispose of it in the new year. Never again, I found a lovely local nursery and got the most beautiful 7ft Nordman fir for £55.”

Posted 2 years ago

“Last year they were great. The two men that delivered the tree were festive and dressed in kilts. This year the two men were grumpy, not very friendly and did not set the tree up in a stable way. After they left I went to move the tree over a bit and it was lopsided and fell on our tv and broke the screen. We had to replace our tv plus the actual looked like it was already dying. Very dry and browning even though I put water in the bottom stand straight away. Very disappointed this year and I will be using them next year.”

Posted 2 years ago

“I waited all day. Delivery was late (past 10:15pm) and when they arrived they had the wrong tree. I had to reschedule delivery for another day and wait again. There was only one guy without a kilt and the tree did not have a net over it so the needles fell everywhere and I had to spend the next day cleaning all of it. I will not use them again or recommend them to anyone.”

Posted 2 years ago

“The tree was just awful, in a terrible state, perhaps that’s why it was reduced but would have been good to be told that it was mishapen.”

Posted 2 years ago

“Very poor tree and customer service, haven’t refunded us.”

Posted 2 years ago

“For its size this Christmas tree with delivery was very expensive but we wanted the convenience of having it this year and our normal supplier wasn’t delivering. It was squat and thin with an awful shape to it and despite daily watering it started to drop very quickly”

Posted 2 years ago

“The tree died after 1 week and was thrown away before Christmas sadly. Disappointed to say the least :(”

Posted 2 years ago

“Despite watering the tree regularly, it started withering after 5/6 days. I had to dispose of it on the 25th. Very bad experience.”

Posted 2 years ago

“I paid extra for a delivery by 1230 on Friday December 17. By 1340 I had no notification that no tree was coming, despite having my family gathered for decorating. Upon calling the company, I was informed the tree had gone to the wrong depot and wouldn’t be delivered until Monday. When it did arrive, it was dry and the bottom scarred over with sap—left by the door by the courier and not even delivered in as promised. Despite speaking with two customer service people no one even offered to refund the delivery fee—a service I paid for and didn’t get.”

Posted 2 years ago

“I ordered a tree, order #438240. I called, and no one picked up. My wife emailed, no one responded. We received a sparse, balding tree that was shedding its pine needles extremely quickly. It’s impossible to decorate because of the pine needle loss, the smell is of an old tree, and all around it’s the worst Christmas tree we’ve ever had. It’s been a real disappointment to the kids. I originally wanted to rectify it with the company but now that I’ve had no response I advise you not waste your time with this company. I will have to buy another one.”

Posted 2 years ago

Dear Customer, Thank you for your feedback. It's an extremely busy year and we thank you for your patience. I have forwarded your message to the team who will contact you shortly. Sorry for the delay.

Posted 2 years ago

“Pines & needles got my order wrong, delivering a tree which was larger than ordered. So much so that the tree took over the whole room and couldn’t be used. Notwithstanding that the error was on their side, upon re-delivering the correct sized tree they refused to pick up the original tree, leaving me with the issue of disposing of a 10ft tree. Customer service experience poor. Won’t be using them again.”

Posted 2 years ago

“Tree was delivered broken. Not in transit… they had reattached the top with bamboo and cable ties! and no ability to discuss this with this company as mail box full. I used them in the past for my business with no issue. But this experience has been appalling. No more business from me, but based on the above they don’t care less”

Posted 2 years ago

Dear Customer, Thank you for your feedback. Apologies for your experience. I will forward your query to the team. Please bare with us at this incredibly busy time and we will ensure we sort this out.

Posted 2 years ago

“I ordered a 5-foot potted tree, what was delivered is less than 4 feet and so crooked it's nearly sideways. It can't even stand up on its own, it needs to lean against a wall. It's quite pathetic. I can't believe I was charged 80 GBP for this. Even worse is the customer service. Although a guarantee of satisfaction is promised, I have been trying to get in touch with them for four days via email and phone, with absolutely no response. I feel cheated and don't think I'll ever order a tree for delivery again.”

Posted 2 years ago

“Very poor quality tree. Worst I have ever bought with discolouration and needles falling off if you so much as touch a branch. I wish I had asked the name of the person who served me as so many of the 5 star reviewers below know the names of the people who work there.”

Posted 2 years ago

Dear Customer, Thank you for your feedback. Our trees are natural products so we cannot guarantee freshness. You can contact our team back at the store with more details about when you purchased and images and we can see what we can do.

Posted 2 years ago

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Pines and Needles is rated 4.2 based on 2,472 reviews