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

“Unfortunately extremely disappointed with the product. Our first time using pines and needles and we ordered 2 trees and some lights. One of the trees we ordered was great, the other not so much - it was very uneven and not what you expect for a tree that cost more than £100. The lights we ordered we shocking. They stay on for about 5 seconds and then flicker off. There must be a faulty wire. Even on the settings for flickering the lights just cut out every 5-10 seconds. We informed them of the issues and we still haven’t had a response be that was more than 24 hours ago. Avoid and pick up your own tree - we certainly will never use them again.”

Helpful Report

Posted 4 years ago

“Wednesday- tree finally arrives at 10pm. Driver says ‘worst tree I’ve ever seen’, promises a replacement on Thursday, which the customer service team confirm (by email). Thursday- stayed at home all day for tree delivery, no tree, no communication. Friday- A none apology from customer services but a promise of a tree by 5pm. Driver arrives apologises that tree is no good, promises to return within 2 hours with a replacement. Driver tells our 4 year old there will be a tree when he wakes up in the morning. No tree, no communication. Saturday- Call customer services, promise a replacement, no tree, no communication. Quite honestly the worst customer services I can remember enduring. Do not waste your time or money with this company. They can’t be trusted to do the basics.”

Helpful Report

Posted 4 years ago

“No tree only.stand than stand was broke To.be told tree was out of.stock Despite ordering 3 months.ago Never again”

Helpful Report

Posted 4 years ago

“I ordered a tree and decs and a stand as a surprise for my sister, unfortunately somehow it was lost between the store and dispatch. I was advised there was no other delivery slot until Tuesday and no way to get it delivered for this weekend. It was very disappointing that no solution could be offered to deliver for tomorrow or Saturday, and I paid to have it delivered at 12.30 today. No one informed me there was an issue with goods and delivery and I only found out because I called chasing it this evening. I have asked for a refund but have received no email acknowledgment that a refund has been processed although I was advised it would be done, howeverI would be happier with some written acknowledgement of when the funds will return. I used the service last year with no issue but this year it has been awful and very disappointing.”

Helpful Report

Posted 4 years ago

Dear Customer, Thank you for your review. Our system says that you are due a refund but it can take up to 14 days to land into your account. I will pass your comments onto our team to investigate further with our external couriers. We will use this to better improve our service and communications.

Posted 4 years ago

“I paid extra for a delivery slot by courier and have had to take time off work to wait for the tree. It is now 2 hours late and I am unable to track it. I have called Pines and Needles twice and have been asked to contact the courier but I have not been given the right details to even be able to trace where my tree is. This is shocking customer service and though I have bought a number of 12 ft trees from Pines and Needles over the years, I am appalled by your service.”

Helpful Report

Posted 4 years ago

Dear Customer, Sorry for the delay. It appears that the delivery has been held up and it is out of our hands. We will look into this further and refund you the difference for the all day slot and the slot that you paid for. A member of our team will be in contact to explain further and help to resolve this as soon as possible.

Posted 4 years ago

“Bought 10' tree and base at Battersea Park store. Tree not delivered by latest time quoted and when it finally arrived, they had forgotten the base, so couldn't take delivery. Driver said that he had several deliveries that day where the bases had not been loaded. Asked next day if they could redeliver within a 2-hour window but they said that they could not do that, and I was not prepared to spend another 9 hours at home waiting for the delivery. They were not prepared to do this, despite huge inconvenience caused the day before.”

Helpful Report

Posted 4 years ago

“Tree was not delivered. Zero communication despite a very wide delivery window (3-10pm). Nobody answering phones or emails. Terrible service and will never use again. Very disappointing for small children who had expected to decorate a tree or at least wake up to one. Inexcusable especially given the price.”

Helpful Report

Posted 4 years ago

“I paid £40 for delivery to take place between 1pm and 6pm, and we stayed in to wait for the delivery. At 6:03pm, I got a phone call that delivery would be late, and that it would be at 7:10pm. At 7:02pm I got a call saying it would be at 7:20pm. And at 7:33pm, delivery finally happened - it took less than 5 minutes! The whole experiences was far below the standard I expect when paying £40 for the privilege. This did not make us feel any better about having waited for hours without any updates. At a minimum, I expected a refund of the delivery and installation charge (however Pines and Needles have refused this and instead offered free delivery for next Christmas). They are having a laugh. The tree was also one of the worst I have ever had. The guy actually told us that it was probably cut a month ago! I don't think I will be using this company again.”

Helpful Report

Posted 5 years ago

“If I could give this company zero stars I would. From the attitude of their delivery team, to the wrong lights being delivered and fitted, to the fiasco in resolving the mistake, to them booking them wrong collection date and then suggesting the solution was for me to dispose of an 8ft tree myself...overall service appalling despite a very premium service price”

Helpful Report

Posted 5 years ago

“The worst tree ever. Watered daily(see pic of saturated trunk). Sold as non drop, but was fit for the bin by Christmas Eve. Christmas ended early for us as we had to throw it out the morning after Boxing Day. It took an age to clear the mess it made as it exited the front door. Look at the pile of needles in front of my dog(and his paws). That's just from taking the lights off. Bought at the Hawker Centre, Kingston. £70 wasted.”

Helpful Report

Posted 5 years ago

“Two days after Christmas and look at the state of our £70, 7ft tree from Pines and Needles in Kingston. Watered every day, sold as non drop. It looked terrible on Christmas day and was only purchased 9 days earlier.”

Helpful Report

Posted 5 years ago

“This is a shockingly disappointing service. The word ‘service’ is not even appropriate. There is none. The tree was not delivered when promised. When it finally arrived it was dumped in the drive. I hurt my back bringing it in and although I paid for installation I am left with a tree I can’t lift lying in my hall. No one contacted me. It’s a terrible start to Christmas”

Helpful Report

Posted 5 years ago

“The worst and saddest Christmas tree we have ever seen. We ordered a small tree for 80£ (tree plus delivery costs). But what we got was a branchless and needless small something. Half the tree had not braches and the other half (20cm) was deformed. The whole tree was 60£. Shocking! Customer service has agreed to collect the tree and to issue a full refund. So far they have collected the tree but now they are insisting on a exchange which was not what we agreed. Their account manager (Nelia Fernandes) is extremely unprofessional. This is the second disastrous experience with this awful company that is why we don't want an exchange. Avoid this horrible company at any cost!”

Helpful Report

Posted 5 years ago

Dear Customer, Apologies for your experience. A team member will be in contact today to rectify this and give you a full refund. Our products are natural so we cannot control shape or freshness time frames hence we have policies in place to offer replacements and refunds.

Posted 5 years ago

“Still waiting for the tree to arrive.”

Helpful Report

Posted 5 years ago

Dear Customer, I believe are team have been in contact and your tree is being delivered today. Have a happy Christmas.

Posted 5 years ago

“Not sure how the premium prices are justified (30-40% up on other local purveyors). Did not see a 4, 5 or 6ft tree that was a "typical" shape, most were wider in the middle than the bottom, some lying in mud, lighting was poor making the whole set-up uninviting. The attendant was unengaging and spent more time amongst the trees than the customers, a guilty conscience perhaps.”

Helpful Report

Posted 5 years ago

“I went to pines and needles at Upper Holloway for my second visit of the year. Having been very well served there the week before I was excited. It was around Midday on Sunday 8th. The great Christmassy atmosphere of the week before had been replaced by a sad and tense; industrious atmosphere. I approached Chloe, who had served me so well the week before however I was instead locked in by an overbearing, pompous brute of the Boris Johnson “I’ll lie to your face and laugh about it” breed. He introduced himself as Joshua and the drop in atmosphere experienced in this store became apparent. Despite his best efforts to sell me a tree, spitting out some pre-rehearsed babble accompanied by a bone chilling cringe worthy heckle. it’s needless to say I purchased my second tree of the year (much cheaper) from Homebase.”

Helpful Report

Posted 5 years ago

“Bought a Nordmann Fir and was told it would last well. We had to cut the tree ourselves when we got home with a saw as it didn't fit the stand that we purchased from there. The tree lasted 10 days and started shedding and turning brown - it's the 10th of December and it will not make it to the weekend. Contacted the online support who said they couldn't refund because it wasn't from the online store. Ridiculous. I bought from Morrisons last year for 1/3 of the price and it lasted much longer - i'll never buy from here again.”

Helpful Report

Posted 5 years ago

“Unfortunately the tree was damaged the middle part broke right off. So no star or fairy. It kept leaning to one side . And for a Norman Fir that is not suppose to shed needles they did on arrival. And when we through it in the back of the car as well, as really could not.use it. Shame. Would i buy again from this company fraid not . I paid £60 odd for this and £30 for delivery . Not worth it to wait for an already damaged tree. So all.in all a xmas tree this year has cost me £145.”

Helpful Report

Posted 5 years ago

Dear Customer, Our real Christmas trees come in all shapes and sizes and due to their natural state we are unable to guarantee freshness. This is why we have our quality guarantee in place: https://www.pinesandneedles.com/pages/fresh-christmas-trees Please do get in touch with the team

Posted 5 years ago

“I purchased a Christmas tree on Sunday 8th December in Bournemouth and paid for it to be delivered on Monday. It wasn't delivered. 20.00 Monday and no tree. This is going to cause hassle. My advice: Get your tree elsewhere. Pines and Needles and either unreliable or just plain rip off merchants.”

Helpful Report

Posted 5 years ago

“we never received our lights despite the delivery driver saying he would bring them the following day, and I called and left a voicemail and never heard anything.”

Helpful Report

Posted 5 years ago

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