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Pines and Needles Reviews

4.2 Rating 2,473 Reviews
68 %
of reviewers recommend Pines and Needles
Company Reviews Product Reviews
491
 Questions Insights Metrics Info
4.2
Based on 2,473 reviews
Shipping & Delivery
Delivery Methods
Courier, Own Driver
Average Delivery Time
Next Day
On-time Delivery
Greater than 77%
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
Read Pines and Needles Reviews

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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Anonymous
Verified Reviewer
“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 7 years ago
Jen
Verified Reviewer
“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 7 years ago
Charlotte
Unverified Reviewer
“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 7 years ago
Anonymous
Unverified Reviewer
“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 7 years ago
Anonymous
Verified Reviewer
“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 7 years ago
Vanya Zheleva
Verified Buyer
“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 7 years ago
Mr Todd
Verified Reviewer
“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 7 years ago
Anonymous
Verified Reviewer
“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 7 years ago
Anonymous
Verified Reviewer
“very poor customer service- staff are rude. tree was terrible, DO NOT ORDER”
Helpful Report
Posted 7 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 7 years ago
Anonymous
Verified Reviewer
“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 7 years ago
Harriet
Verified Reviewer
“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 7 years ago
Anonymous
Verified Reviewer
“Awful - delivery driver threw the tree into our hallway resulting in snapping the top branches of the tree.”
Helpful Report
Posted 7 years ago
Wei Wei
Verified Buyer
“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 9 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 9 years ago
Helen Simpson
Verified Buyer
“Delivery was superb and very kindly rearranged when we had to be in Scotland for my mother-in-law's funeral. Sadly, the tree itself was awful this year - it looked beautiful when it arrived but by 5th Jan it had lost most of it's needles and on getting it out of the house it lost the rest - we are still finding needles in places you wouldn't expect!! It was in a watering holder, and I watered it religiously, BUT it didn't seem to drink and just became crispy very quickly. Compare with last year when we had the tree much longer and not a needle fell. Great shame and sorry to give such negative feedback after such fantastic service. Helen Simpson”
Helpful Report
Posted 9 years ago
Darryl Chan
Verified Buyer
“My Christmas tree was collected today, a service which cost me £29.95.\n\nI was very disappointed with the service overall - firstly the driver was over an hour late and made no effort to contact and notify me. I understand that traffic conditions in central London can be unpredictable, but I would have expected to have received an update from the driver.\n\nMoreover once he arrived to remove the tree, he left a messy trail of dropped pine needles through my entire flat, the elevator, and other communal areas - a mess which I was left to clear myself. The collection service which I had paid for stipulated that this would be done by the driver; however he had no cleaning equipment of any sort with him (no broom, no dustpan or brush, no vacuum) and I was not in the position to be able to provide him with any either as I had not expected this to be the case. I have images of the mess which I would like to forward to your team, to emphasise my disappointment with the expensive service which I had paid for; I would appreciate if you could please provide me with an email address to which I can send these images to.\n\nIf you are to send drivers out to collect Christmas trees with no cleaning equipment whatsoever, as a customer I would have preferred to have been notified beforehand to be able to provide such equipment to enable them to do their jobs. The collection fee is a steep one, and as such I'm sure you understand that I expect a level of service on par with the price. I would appreciate a full refund of the collection charge; needless to say this was not the most desirable way to bring about an end to a festive period.\n\nI look forward to your reply.\n\nThanks and regards,\nDarryl Chan\ne: darryl.chan184@gmail.com\nt: 07780 748701”
Helpful Report
Posted 9 years ago
Emma Ward
Verified Buyer
“the tree was completely infested with spiders which hatched all over the living room. not festive. when i emailed to complain i got no response whatsoever. i was also supposed to get a tenner back because (before the spiders hatched) I passed on the details of your company to a friend who bought his tree from you too. that ten quid never materialised. all in all I'm really fed up. terrible service. crap product. It's no way to run a business.”
Helpful Report
Posted 10 years ago
David Denness
Verified Buyer
“Instruction to leave at doorstep not received by local courier, hence tree delayed by 24 hours, then delivered on the day of the gales. Once tree was unwrapped the following day top of tree was broken off, and tree was starved of water, so started dropping needles all too soon.”
Helpful Report
Posted 10 years ago
Kumar
Verified Buyer
“i am seriously shocked by the level of service which was provided for the amount of 30 pounds.the tree was taken away but that was it! there was no cleaning up of the mess at all! our hallway the elevator, entrance hall and even the street are covered in tree branches and needles and your service men are nowhere seen. they left and neglected the complete chaos they created. i took pictures of the state our house was in after your visit and i will send them on to you. i am requesting a full refund of the amount charged as you havenot provided the service i paid for.”
Helpful Report
Posted 10 years ago
Adrian Kibble
Verified Buyer
“Still waiting for delivery.”
Helpful Report
Posted 10 years ago
Nicole Mowbray
Verified Buyer
“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 10 years ago
Pines and Needles is rated 4.2 based on 2,473 reviews
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