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

“I booked and paid for a standard delivery from 6pm to 10pm. The tree arrived at 5pm and the driver called me to let me know he left the tree inside next to my door as no one was there. \nFortunately the tree was there at my arrival and no one took it but it is disappointing to see that 2 years in a row you messed up the delivery times.\nLast year the tree arrived at 11.20pm and this year before time.\nOn a positive note the driver left a nice message and the tree is lovely.”

Helpful Report

Posted 12 years ago

“Mud covered tree. Not just a bit a lot. Delivered at 10.45 for a 6-10 delivery slot. Loose not bound in netting so hard to manoeuvre. Too late to replace. But still charged full price. Christmas forest next year.”

Helpful Report

Posted 11 years ago

“I wasn't that happy that despite paying for premium delivery the driver arrived 2 hours later than end of my allocated time. Had no choice of trees as advertised. Not as good a service as last year.”

Helpful Report

Posted 55 years ago

“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 11 years ago

“The quality of packaging was awful and very unprofessional considering I had ordered a deluxe range of decorations from yourselves. I thought the quality was terrible so I asked to return them because I was not happy. I was told I could at my own cost but it just so happens that you are denying receiving them even though I have proof of delivery by TNT. No one answers emails and I think the customer service is appalling. I run a business and I would never treat my clients in this way!!\n”

Helpful Report

Posted 11 years ago

“Having (1) delivered us a dead tree, which we rejected, (2) missed the time slot during which you agreed to deliver a replacement, your team then arrived with a tree that was 2ft smaller than agreed, and it also appears to be half dead. I am happy to terminate the contract, return the tree and take a full refund. Please call me tomorrow to arrange. 0779 4349179.”

Helpful Report

Posted 11 years ago

“You delivered a half dead tree yesterday that we sent back. Today you have not turned up and your employee is not answering his phone.”

Helpful Report

Posted 11 years ago

“d dg”

Helpful Report

Posted 55 years ago

“I called last week to see if date could be change and was informed it couldn't but what they could do was to get the driver to call 20 minutes before hand. I said ok that should be fine. We had not heard and we had to pop out and took phone with us a little worried we left a note on the door just in case and asked if he could leave outside if out. And of course we was only out for a little while and the tree arrived. The tree was left outside but not put up as requested, please can you inform as to why as we paid the extra for this.\nRegards\nDawn”

Helpful Report

Posted 11 years ago

“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 11 years ago

“very poor service indeed. 3rd year in a row that there have been problems with delivery. 2nd attempt to sort today and still brought wrong lights. another attempt tomorrow - lets see. In my view, a full refund for this year is the only correct approach.”

Helpful Report

Posted 11 years ago

“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 11 years ago

“I never received my decoration package! I have tried calling and no one has returned my calls. I will have to call my bank and request they do a charge back if this is not resolved ASAP. Please refund to my card 123.48.”

Helpful Report

Posted 55 years ago

“Having to wait until 11.05pm for delivery is completely unacceptable. Added to this I asked the driver not to phone again or ring the doorbell as we have a small baby who was sleeping, he then rang twice more and rang the doorbell. Really very unimpressed for the price of delivery.”

Helpful Report

Posted 12 years ago

“Non drop tree is dropping with the slightest touch despite adding more than 6 pints of water to base. Given that it is only five days since the tree was delivered, I am very disappointed considering cost. Will definitely not use Pines and Needles next year.”

Helpful Report

Posted 55 years ago

“My tree didn't arrive on the day it was due. The driver didn't respond to my text. I had to call Customer Services the following day to reschedule delivery and the tree wasn't delivered within the newly scheduled time, either. I followed up one last time for the tree finally to be delivered, but the free mistletoe I was also supposed to receive and the make-good on the original delivery never materialised. I am really disappointed with Pines and Needles this year and will not be recommending you next year”

Helpful Report

Posted 55 years ago

“2nd Dec - Ordered a 6 foot tree for our main Reception,it was way too small (it measured 5.5 to the top of the spine)\n2nd Dec - I called to organise a replacement tree for delivery between 8:30 - 1pm on 3rd Dec.\n\n3rd Dec - 1:30pm - called to find out where replacement tree was, found out it was not booked on P&N system as discussed on Monday 2nd Dec, should have been booked for 3rd Dec between 8-1pm. Arrived at 16:30.\n\nDecorator did not have saw / transformers for the lights, so quite unprepared. I spent a lot of time on the phone trying to resolve everything. Not acceptable, the whole point of this service was to alleviate pressure for me (I manage a very busy Front Desk and office).\n\nUnlikely to use Pines & Needles in the future, as I believe my predecessor experienced problems last year too. Not a reliable supplier. \n”

Helpful Report

Posted 11 years ago

“Delivery was great but the tree is in bad shape, bad quality. Will not order again with you. Regards,”

Helpful Report

Posted 11 years ago

“We have not received our trees!”

Helpful Report

Posted 12 years ago

“The driver was careless and unhelpful and referred to me patronisingly as "darlin". He scratched my front door bringing the tree in and then rather than trim the stump to fit my stand (which your staff did willingly last year) he tried to sell me a larger stand. Very disappointing service compared to previous years.”

Helpful Report

Posted 55 years ago

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