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

“It's 6 months since my last review and still no promised refund despite our constant chasing. Would not recommend this poor shoddy excuse for a company.”

Helpful Report

Posted 7 years ago

“Following my previous review I received the following reply on the same day. That was 4 weeks ago and still nothing!!! I have since sent a number of emails chasing and well as expected no reply. So as we now approach the Easter season we still await our Christmas refund. Totally sums up this shoddy company. Steer clear at all costs!! Dear Richard, I am firstly very incredibly sorry for what has happened. A request for your refund to be processed was sent twice to our accounts department but due to what I can only assume was human error the requests were not processed. I am personally going to make sure this is sorted for you as soon as possible. I can either have a refund issued by cheque or if you would prefer I can have a bank transfer organised for you. The bank transfer would be faster and we would require the account name, number and sort code to get that done for you. This whole experience has brought to light a few of our procedures we are now going to amend. Normally we do not accept cheques but we do understand that some schools, churches and charities may not have other payment options available to them so do make exceptions. This, of course, means we take on the responsibility to make sure everything goes smoothly. I am sorry that this was not what happened in your case. This morning I have spoken to one of our directors who has agreed to let me offer you the order for free this Christmas should you be open to giving us a second chance to show you that normally our orders go ahead in a stress-free manner. There is a note on your account so just get in touch by email or phone should you wish to take us up on the offer. Once again Richard please accept my apologies for what has happened and do let me know if you would prefer the refund by cheque or bank transfer. Kind regards, Veronika”

Helpful Report

Posted 8 years ago

“We are a primary school in north Essex and ordered two trees for delivery ready for our Christmas Bazaar, Carol Concerts and Christmas services. We placed our order on 14th November for delivery on 24th November. We sent a cheque for the full amount on 15th November. From 17th November through to 21st November we received repeated emailS informing us that without payment there would be no tree. I called on numerous occasions but nobody from the accounts department would speak to me. To ensure that 240 children were not disappointed we cancelled the order and purchased the trees from a local garden centre. I then received an email from Ade who informed me that their system had been a bit over zealous in sending out payment reminders and in fact our cheque had been received and banked!! Ade was apologetic and informed me that a cheque would be forthcoming to reimburse us. Since then I have been chasing for our returned payment. I have had communication with Ade, Shiven and most recently Allan. All have assured me that they would chase the cheque, Shiven took our bank details and promised a bank transfer. So far on 1st February 2017 some 10 weeks since I was promised a return of payment, 20+ emails and so many phone calls I've lost count still nothing. I am very disappointed by the whole experience and question whether we will ever see our money again. Using Pines and Needles has been a very costly exercise both financially and time wise. Their communication and customer service is non existent and they do not appear to have any system in place to escalate complaints. I have been told when requesting to speak directly to the accounts department that "they're too stressed out and if I ask them to speak to you they will go mad at me"!!”

Helpful Report

Posted 8 years ago

“They do not deliver what you order. No Kilt. Just hoodies and tracksuits. Average tree. The collection service was a nightmare this morning. The customer services person was rude and defensive and seemed totally hacked off with my even phoning. I seriously regret using these people. Anyone can have a fancy website, it's what's behind it that counts. In my head now is a yard with trees a small office and one person fielding calls with their mates delivering trees. VERY UNIMPRESSED”

Helpful Report

Posted 8 years ago

“False advertising at the point of sale. We bought the tree from their location on Brick Lane, a 5mins drive from our place near St Katherine's dock. At the point of sale, I was told because We live close by, after we were finished with the tree in January they would offer a free collection service. I was given a piece of paper with a telephone number to call and a code on it that I could quote. The code was linked to my contact details and home address. I called the number when I wanted the tree to be picked up. The gentleman at the end of the phone not only claimed he couldn't find my details on, but -also claimed thier salesman must have been lying to me, as they don't offer a free collection service - even for 'local residents'.”

Helpful Report

Posted 8 years ago

“This has been my first experience with Pines & Needles. I came across their website through a Google search and was comforted by the fact that you have a shop in my local park i.e. Richmond Park. Through exploring their sight, my expectations of their products and services were set. As such, I chose to purchase a tree with the standard delivery service. Information on their website ensured that my tree would be kept in water and trimmed so that I would not have to do so. The standard delivery service also entailed delivery by a man in a kilt, text notification and tracking service, as well as assurance that I would be able to inspect the tree upon delivery. I am utterly shocked and highly disappointed by their false advertising. I did not receive a text nor was I able to track my delivery as advertised as part of the service I paid for. After waiting from 8am, the delivery man arrived at around 4.30pm. The delivery man was not dressed in a kilt, nor did he give me an opportunity to inspect the tree as advertised as part of the service I paid for. He was in and out like flash of lightening! Upon inspection of the tree it was apparent that the tree had not recently been trimmed as the base of the bark was bone dry and little shoots had grown which I had to trim myself of course the information on their website assured me that this would have been done. As I unfortunately do not possess a saw, I was unable to trim the base myself and as such, the tree has not been taking water. In addition, the top section of the tree is particularly dry and brown. In summary, I am very disappointed with their service and my entire experience with Pines & Needles. They should not advertise products and services which you do not intend to meet or uphold. They only responded to my complaint on 2nd January 2017 without any explanation! We will not purchase from them again nor will we recommend them.”

Helpful Report

Posted 8 years ago

“Really disappointed with this company. We selected a tree at the Bushy Park branch and were told it would be delivered the next evening. However, the same night there was a knock on the door with our tree - not a problem, how efficient we thought. However, the following day we received another Christmas tree delivery! We explained that we had already had our tree the day before and the guys said that we weren't the first person this had happened to. However his made me seriously question the company - we only chose one tree so how can they be delivering another one? It makes me wonder if you do get the tree you choose. Also, sadly the 'non drop' tree shed needles from the moment it was delivered despite us taking really good care of it. Not ideal when you have a toddler running around putting things in their mouths! Having spent £80 on the tree and delivery I am really, really disappointed and wouldn't recommend this company or use them again. I feel completely ripped off.”

Helpful Report

Posted 8 years ago

“Conveyor belt service, good delivery but less than 2 weeks later, dead tree. 'Non-drop' is most definitely not the case. Really, really disappointed and not worth the money.”

Helpful Report

Posted 8 years ago

“Do not go near!!! We ordered a 7ft Norway Spruce about 4 weeks ago to be delivered on 17th. On morning of 17th they turned with a completely different tree saying they didn't have what we ordered and so thought they would bring a Nordman Fir!!! No apology, no communication prior to the 17th whatsoever. Throughout the course of 17th my partner tried to get them to rectify the situation which eventually ended up with them ringing at 4pm to say we could not have any type of tree until Christmas Eve!!! What an absolute joke - I would never use this company again. We ended up going to Green Tree Delivery who were absolutely amazing and saved Christmas. I will be going straight to them in future!!”

Helpful Report

Posted 8 years ago

Helpful Report

Posted 8 years ago

“Last year we had a very pleasant experience with Pines and Needles (I think I even used the word "magical" on the day). Unfortunately, we cannot say the same for this year. We had an extremely unpleasant delivery, being blamed by the drivers that they've waited outside for 1 hour even though no one had notified us that they have arrived. Of course they were also waiting at the wrong address (also our fault) and despite a very thorough description given to them in advance on how to reach and locate the exact address, it took us 20 minutes of phone calls to get them to arrive at the right location. The lady accompanying the driver also made sure to tell us how it is not her job to find the location and she is equally frustrated with the driver. She ended up shouting at him on the street, making a scene and people looking towards us. We ended up getting the wrong tree which was a lot larger than the one we ordered, we didn't get our mistletoe gift and even though we sent our feedback to the company, no one has been in touch with us yet. Quite upsetting really and we might have to reconsider using Pines and Needles next year. Very unfortunate as we had a beautiful experience the first time around!”

Helpful Report

(Beckenham Green BR3 1BL) - Posted 8 years ago

“Review is actually based on Tuffnells the delivery company. Ordered tree and other items from Pines and Needles, delivery date agreed for the 13th December, tree never turned up. Tuffnells could not care less. Pines and Needles have said it will now come Thursday, not impressed. Suggest Pines and Needles use a reliable delivery company. If it does not come Thursday I will be asking for a full refund.”

Helpful Report

Posted 8 years ago

“DO NOT EVER BUY FROM THIS COMPANY. This the the most diabolical company I have EVER used. So much for the pride in customer satisfaction. We ordered our tree, took the day off work to wait at home for its arrival, after no communication from the company and us having to call them on several occasions they finally say at 23:00 maybe we won't deliver it and hang up the phone in mid conversation. And it doesn't stop there.... it gets worse! Again WE had to call them Saturday morning, where the office new nothing about what was going on... finally requested for delivery Sunday before 12am.... waited for phone call to confirm, NEVER called back. Sunday morning after no confirmation rang again, spoke to the same guy who played dumb about our storey and said he had never heard of it..... eventually cracked and said it was his fault. WOW! Finally at 18:00 Sunday we got our tree...... no real apologies, no compensation, nothing! Terrible, lying customer service.”

Helpful Report

Posted 8 years ago

“very poor customer service- staff are rude. tree was terrible, DO NOT ORDER”

Helpful Report

Posted 8 years ago

Hi, We are very sorry that you feel that way and apologise for the customer service. We have looked at your order details and found that our driver attempted delivery at 15:59 on Wednesday but there was nobody at the premises and there was no safe place to leave the goods. The courier re-attempted delivery but we cannot control the timing of this delivery unfortunately. If you are unhappy with the tree as per our guarantee please call and we can send another. We sympathise for the inconvenience caused. Apologies again and we wish you a Merry Christmas.

Posted 8 years ago

“I did not have a good experience. We paid to have the lights installed- first time around the man brought the wrong lights and when someone returned the following day the lights were put on terribly - worse than I can do myself and when i asked him about it he said he didnt know how to do it and he wasnt qualified to do it- I have now spent two days on this tree and its still not done and im waiting on a third person to come to fix it. Really disappointed”

Helpful Report

Posted 8 years ago

“They lost my tree! Christmas starts in our house with a weekend of fun starting with picking a tree and decorating it with the kids. Having paid for premium delivery, we were told to wait at home from 3pm-10pm for delivery. No tree at 10pm. Call to customer services " sorry we have no record of your tree. If you want another one you can we can deliver another one tomorrow between 3pm and 10pm". So 2 days will be ruined, very disappointed kids and still no guarantee of a tree before bedtime on Sunday. certainly no festive cheer tonight”

Helpful Report

Posted 8 years ago

“Awful - delivery driver threw the tree into our hallway resulting in snapping the top branches of the tree.”

Helpful Report

Posted 8 years ago

“I would never buy christmas tree from Pines and Needles ever again. The delivery is two days late. They have got my delivery address wrong when I made the order, I then called to correct the address but they are not delivered on the scheduled date. I then called again the second day but still no delivery. When the delivery the tree, the tree itself cannot stand on its own. The tree is not planted into the pot properly as the root has been cut off a lot and will not survive for long time. It is completely useless to plant a tree into a pot which it cannot stand. Very bad experience with Pines and Needles. Unless I hate someone very badly, I will never recommend to anyone to buy Christmas tree from Pines and Needles. I also bought some accessorise when are quite beautiful, but I don't know what's the use of them since the Christmas tree is poor qualify and doesn't stand at all!!!”

Helpful Report

Posted 10 years ago

The delay to your delivery was beyond our control. We dispatched the tree in time and in perfect condition. We were not responsible or able to influence the speed of the delivery once we had dispatched it. This was an unfortunate problem with the courier we could not have foreseen. But you are our customer and we take responsibility anyway, which is why we refunded the delivery charge as an apology as soon as we found out about the delay. And we absolutely dispatched it in perfect condition, we did not know or expect it would get damaged in transit. This again was beyond our control, but nevertheless we sincerely apologise and I will refund the price of the tree from your order immediately. We can send out a replacement tomorrow (the first possible date, because couriers do not pick up on Sundays) which should be with you on Tuesday, IF you find that to be a suitable solution. But we understand how inconvenient that can be so it's entirely up to you. And finally, I've put a 100% discount on your account so next year your tree is on us.

Posted 10 years ago

“We have bought trees from you for years, from Brick Lane, but this year decided to order online. We've had the tree for four days, and its already lost a huge number of needles, and we're worried we'll have a bald tree by christmas. We've watered well, and kept it away from heat - all the things to keep it healthier for longer, but to no avail. we've loved your trees as they've stayed well until Jan, and thats why we always have come back to you, but i don't know if this was stored somewhere for too long, but we are not happy christmas elves! Zoe”

Helpful Report

Posted 12 years ago

“Our tree never arrived Sat and I left a voicemail with Dravko the driver Sunday am but never heard back. Could we please re arrange delivery for Monday 9th please? Thank you, Monica +07920274850”

Helpful Report

Posted 11 years ago

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