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

Write Your review

Tell us how Pines and Needles made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“My tree was booked for delivery on Thursday 5 December. The tree actually arrived on Friday 6 December which meant I had to stay in for 2 days to receive it. This would not have been so much of an issue if the tree had been useable. The tree did not have a trunk as I would expect, but instead had a huge knot/mass of wood at the base that measured about 20cms in diameter. It was impossible to get any stand to fit it, and initially we tried sawing down the sides of the mass of wood to narrow it, but as there was only about 10cm between the bottom of the wood and the first branches, there was not really much room to do anything. I contacted you and your customer service was excellent and immediately offered another tree, but unfortunately I was not prepared to spend another 2 day at home waiting for whenever NightFreight decided to show up. For this reason I took a refund for the tree, and sadly after 7 years I will not be using you again as although I cannot fault you as a company, the delivery company you use let you down. We had an issue a few years ago with the delivery of our tree from you, using NightFreight, where by when they arrived at our house and saw our electronic gates, rather than call the house and have me open the gates, they simply hoisted the tree over the 8 foot high gates and left it there. You can clearly see there are no houses in sight of the gates - in fact the house is 300m away from the gates down a drive. I was 8 months pregnant at the time and so was unable to do anything to get the tree to the house - it had to stay there for several days until my husband returned from working away. Obviously I decided to give NightFreight another chance, but this year they have failed to meet my expectations, i.e. deliver on the day booked and so I will not use them again. I was always happy to use you because I knew if there was a problem with the tree you would replace it without quibble. However, I could not take advantage of this offer this year based on NightFreight performance.”

Helpful Report

Posted 55 years ago

“Very disappointed by how late the service has been. Paid for delivery between 1300-1800hrs. It is now almost 2000hrs and no tree. We have had to cancel evening plans. Have had to call the driver myself to get an update.”

Helpful Report

Posted 12 years ago

“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 11 years ago

“Tree is an enormous disappointment. After years of using pines and needles I won't use them again.”

Helpful Report

Posted 55 years ago

“2 days before Xmas our tree is in dire shape. For a non drop tree we have a lot of bare branches. This tree has been a disaster.”

Helpful Report

Posted 55 years ago

“we tried to call Sonny who refused to answer his phone. when he did arrive there was a problem with the tree (it wouldn't fit in the stand as it had not been trimmed properly). Sonny tried to fob us off by saying we could cut off branches using a bread knife. Eventually he trimmed the tree himself after we told him to take it away. He also tried to suggest there would be an additional charge if he had to take the tree away”

Helpful Report

Posted 12 years ago

“Tree failed to turn up on agreed day - as it's a school the children were really excited about its arrival!! I had to reschedule staff to dress the tree. Very disappointing”

Helpful Report

Posted 55 years ago

“Staff on the phone were really helpful and friendly when I queried delivery time. However, the tree itself doesn't stand up by itself because it hasn't been potted centrally (and the pot is smashed up). Phoned the driver but too far away to return with a new one. Therefore rather than wait in all day again, I will need to buy a new pot and repot myself - a lot more trouble and expense than hoped for. I'm not sure I would buy again as a result.\n\n Julia Mills.”

Helpful Report

Posted 55 years ago

“Hi, I ordered two Christmas trees from you - one I ordered direct at brick lane, and he delivered. The other I ordered for a friend via the website because Brick Lane wouldn't deliver. My friend received a tree with no 'log' on the bottom as a stand. My one had a log as a stand and I expected the same when I ordered one for her via your website. But that didn't happen. So, we were disappointed. Jennifer”

Helpful Report

Posted 55 years ago

“I had ordered the same size tree as I have had from you for the past 3 years. The first tree that arrived was far too wide, and had an unevenly hacked base. You were very efficient, however, in replacing it. \nUnfortunately although the replacement is a lovely tree, the base was cut diagonally, so it could not stand up in our usual stand, or I imagimne in any stand. My son spent most of Saturday night trying to saw the tree base into a straight line - not easy with a home saw and a freshly cut tree. The reason we have always used you over past years is that the trees usually arrive neatly cut and ready to put in the stand, so no work is required by us. This year was a bit of a disaster all round, and I wonder how your service has slipped like this.\nThe delivery guys, however, cannot be faulted.\n\nJackie Robb\n\n”

Helpful Report

Posted 55 years ago

“bit sad this tear as my tree started to drop needles after just a few days. Could have been my fault as I did not chop a couple of inches off the bottom this year and I normally do. The reason I didn't is that I read on your website that you do this before you send the trees out so that we don't have to! maybe I read it incorrectly?\n\nHave been using your site for quite a few years now and not had this problem before - the tree itself was beautiful though such a perfect shape and so lush.\nKind regards\nJAckie”

Helpful Report

Posted 55 years ago

“Service fine, but tree covered in mud down one side. Hopefully being replaced on Friday.”

Helpful Report

Posted 11 years ago

“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 10 years ago

“I came to you because i had such excellent service previously,but today having just got in from miami, where you are continually met with service with a smile, I was told it would cost me extra to stand the tree up in its standâ¦.. maybe it is an extra cost, but it would of been helpful and in christmas spirit to help and not to have just left the tree on the floor blocking the main walk wayâ¦â¦ they gave me no explanation about how the stand works, nothing faintly giving, and to be frank pretty rude.I spent quite a lot of money with you for this service in the aim to help me out a little.”

Helpful Report

Posted 55 years ago

“My tree has still not arrived and I have had to pay someone to stay at home and wait for it - I am very unhappy about this after paying such a large delivery fee.\nHannah Hodges, Gauden Road, Clapham”

Helpful Report

Posted 12 years ago

“Really expensive setup for just 2 guys dropping off a tied up tree set in a foot. The tree was not even straight and i had to cut the mesh off. Felt ripped off wont use you guys again.”

Helpful Report

Posted 55 years ago

“last years tree was excellent but this years was poor. we openedit today an it was not as thick as last year and had bent branches from being badly packaged. unlikely to use you again.”

Helpful Report

Posted 55 years ago

“The courrier snapped one of the two trees I ordered. Replacement coming tomorrow. Last year they lost parts of my order. I probably won't order from you next year due to the courrier you use. Your product us great however so I could easily be a happy punter if the delivery bit matched the rest.”

Helpful Report

Posted 11 years ago

“Great service with friendly, efficient delivery. Nice looking tree when it arrived, but it seemed to drop many more needles than any tree we've had from you before and looked quite 'droopy' after just a week. A bit disappointing.”

Helpful Report

Posted 55 years ago

“The tree is of low quality and poor shape.”

Helpful Report

Posted 11 years ago

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