Pines and Needles Reviews

Name: Pines and Needles
Rating: 4.20

4.2 Rating 2,550 Reviews

68 %

of reviewers recommend Pines and Needles

4.2

Based on 2,550 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 70%
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

“Awful customer service! I have tried to purchase several trees for a school event. After the recommendation of one of the shop managers, I reached the main office, only to be put on hold and then offered a price higher than the initial quote. When I pointed out that this was higher than before, they put me on hold to call the shop and take the discount away! Unbelievable and Appalling!”

Helpful Report

Posted 3 years ago

“Appalling customer service with no sense of any customer loyalty - despite what the website says they refused to price match. Had been a customer for 10 years - not any more”

Helpful Report

Posted 3 years ago

“They haven’t responded to any of my emails.”

Helpful Report

Posted 3 years ago

“I tried to cancel my order and no one from customer service ever answered, called back, or responded to my emails for several days. Terrible experience.”

Helpful Report

Posted 3 years ago

“I already wrote a review for trust pilot about how this was worst tree I had in 43 years. Dropping needles by Christmas. Had to take down before 12th night. Your collection man was appalled at how dead it was. Said would tell you”

Helpful Report

Posted 3 years ago

“Tree installed badly. Fell over within 2 hours. Have video. Phoned to ask if someone could come and reinstall. AWFUL customer service (especially so as I didn’t make a big deal of it and the fact that our small children could have been injured). Basically accused me of lying. Saying I got the stand from you when I didn’t. Will not use P&N again. Very disappointing.”

Helpful Report

Posted 3 years ago

“Hugely disappointed with our Christmas tree from Pines & Needles. Having purchased a 7ft tree in December it started dropping its needles from day one and by Christmas Day the tree was almost bare of needles.”

Helpful Report

Posted 3 years ago

“I am genuinely shocked - having paid for collection and disposal of the Christmas tree from our reception at work - imagine my horror to see it dumped on the road outside our office 1 hour later. This is fly tipping!!”

Helpful Report

Posted 3 years ago

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

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 years ago

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

Helpful Report

Posted 3 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”

Helpful Report

Posted 3 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!”

Helpful Report

Posted 3 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”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 years ago

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

Helpful Report

Posted 3 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”

Helpful Report

Posted 3 years ago

Pines and Needles is rated 4.2 based on 2,550 reviews