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Pines and Needles Reviews

4.2 Rating 2,472 Reviews

68 %

of reviewers recommend Pines and Needles

Company Reviews

Product Reviews

4.2

Based on 2,472 reviews


Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 76%
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

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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Pines and Needles 5 star review on 11th January 2023

Pines and Needles 5 star review on 15th December 2022

Pines and Needles 5 star review on 15th December 2022

Pines and Needles 5 star review on 10th December 2022

Pines and Needles 5 star review on 10th December 2022

Catherine Darcy

Pines and Needles 5 star review on 10th December 2022

Pines and Needles 5 star review on 10th December 2022

62

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I've used Pines and Needles for a while (feels like at least 10 years) and there has been a steady decline. Normally the trees are great, this year quality was very, very poor and FAR away from the price, delivery 4 days late. Emails ignored. Not a good look, maybe someone bought them ? Seems silly really as I wont use them again.”

Posted 2 years ago

“Very poor - tree totally misshapen, tapers in at bottom, one side flat so not Xmas tree shaped and nothing like pictures of a fraser fir. Emailed twice, heard nothing, had used for years. Avoid unless you are happy to risk a child in tears when you decorate your tree.”

Posted 2 years ago

“We contacted the company because our tree tapers in at the bottom, but have heard nothing. An upset 8 year old isnt a good start to decorating the Christmas tree and having googled what a fraser fir should resemble, it doesn't go back in at the bottom, nor is one side effectively flat. used this company for many years, apparently no customer service so avoid disappointment and avoid”

Posted 2 years ago

“Appalling customer service. Taken two payments and attempt to take a third! DO not trust this company. Look at recent tweets on Trust Pilot.”

Posted 2 years ago

“Paid £25 for named day delivery. Tree was meant to be delivered 2 days ago. Absolutely no communication from pinesandneedles to say that the tree was not going to be delivered. Almost impossible to get through to customer service - emails are ignored, no one picks up the phone. Put through to leave a voicemail, only to be hung up on because the voicemail inbox is full. Eventually managed to get through to someone, who told me they would investigate and call me back in 15 minutes. Over an hour and a half later and still no call back. After struggling to get through to them (again), they still cannot confirm when my tree will be delivered. Refusing to refund the £25 delivery fee. The worst customer service I have ever had the displeasure of having to experience. Read the reviews on trust pilot to get a better sense of how they've treated their customers this year. Do not buy from them, unless you want to waste multiple days sitting at home waiting for a tree that will not be delivered, and then hours attempting to contact customer service”

Posted 2 years ago

“Wrong tree size delivered. Delivered before time slot I booked therefore I did not see at time of delivery. Getting no answer from customer service telephone, email, contact us button. Voicemail full so unable to leave message. Very unhappy.”

Posted 2 years ago

“Kids chose the tree, £74, + £20 for delivery, next day or 10pm to be accurate completely the wrong tree, different code number shows up. They then wont deliver the replacement until the same time the following night, so I trash my car take the wrong tree back and change it for another, where is my delivery credit, they are useless and just ignore all communication. rip off merchants”

Posted 2 years ago

“My tree arrived after 10pm although I paid for the time slot of 1pm to 6pm. You said you would refund £10 for inconvenience. It is not inconvenience but you did not fulfill the service for which you charged an extra money. I pointed it out and there has been no reply since then.”

Posted 2 years ago

“A very poor experience. After managing to navigate the poor website to order and pay for a tree and stand and delivery - we got an email confirming a "No tree delivery courier" service!! Now - in plain English this means no tree would be delivered, so we didn't know whether we'd get the tree and stand delivered - or just the stand - what sort of business would offer trees for sale, take the money, charge for a courier, and then send out a receipt headed "No tree delivery courier service" - so, we cancelled the order and asked for a refund (delivery is a week away) - tried numerous times to speak with them to ask in what way "No tree delivery courier service" might actually be in real life "Tree delivery courier service" but unable to speak with anyone several times, straight to voicemail box which is full so no message can be left. No chat function either. Their trees DO look nice as they sell them nearby in Fulham Broadway, so we'll not visit there, pick a tree, and pay for a real delivery of a tree from there. We'll also check with our bank that the refund comes through - very disappointing customer journey, and very confusing use of language - rather like ordering some chocolate online to be delivered next day, and getting confirmation that a "No chocolate delivery" will take place!!!”

Posted 2 years ago

“I booked for the slot between 1300-1800. The tree arrived at 2210. I paid for the slot and installation. I am waiting for the refund.”

Posted 2 years ago

“Ordered a Fraser Fir and got a Norman Fir. And one brunch is broken. Could have gotten that from the corner shop for half the price. I can’t get through the customer services and voicemail is full. What a disappointment!”

Posted 2 years ago

“Will never use again. My tree did not turn up on the delivery day. No phone call, no message, no warning. By the time you realise it. it's too late to reach them. Send an email to make inquiry. No response whatsoever to that email. Eventually call them but no effort was made to actually *fix* the issue. I'm still without a tree. They had one job: deliver me the tree that I ordered and paid for. They failed in that and then they failed in rectifying the issue. I got "offered" half delivery price refund which doesn't obviously fix the issue and on top of that means I'd still be paying for a delivery I didn't actually get!”

Posted 2 years ago

“AFTER I had placed my order, I received an email offering me a first time customer 10% discount code. Worse than not offering me a discount at all.”

Posted 2 years ago

Hi Judith, Sorry about that. We have sent you a private reply with details of who to contact so that we can sort this out for you. We want to keep our customers happy and I'm sure we can help you!

Posted 2 years ago

“Tree arrive damaged, Customer service goes to answerphone, answerphone mailbox is full….”

Posted 2 years ago

“We ordered at 10ft tree and received a 12ft which did not fit in the stand and was to tall for the apartment. The delivery team was of no help, they said they have to keep going. Trying to reach customer service (call, email, Facebook, Instagram) no answer at all. Very disappointing and frustrating, very bad experience”

Posted 2 years ago

“Ordered 2 trees with this company spent quite a lot of money on the service that was promised to be simple and easy, turned out to be anything but they got the addresses mixed up even if I highlighted it when I placed the order and was reassured it was resolved and corrected day delivery should have happened no tree as it was being delivered the wrong address. The lines to their office are not being answered then it tells you to leave a voicemail but the voicemail is full. Eventually spoke to the driver who arranged for someone to call me explained the situation and was informed I would be called back. I was then called back by the rudest rudest person I have ever spoken who im 99% sure was who I placed the order with I am still shocked at how she spoke to me as a customer done little to help and basically spoke down to me as if it was an inconvenience she got the order wrong in the first place. The delivery of the tree then had to be rearranged and the install time was only till late at night as it was an office it was impossible to have someone waiting about till 10pm at night when I i9nformed her of this again her reply was it was not her problem and it was all she could do after insisting I was informed they would refund but had to wait 14 days. I would never use this company again and definitely would not recomend them.”

Posted 2 years ago

“Wrong tree delivered, cheaper one than I paid for. 20 calls to customer services since yesterday, also email/message/social media posts sent by me but no response.”

Posted 2 years ago

“Appalling and disappointing I have used this company in the past and they were amazing but this year the service level has dropped drastically. From the moment he entered, the delivery guy MDH was so unbelievably rude and arrogant. He was actually rolling his eyes when I was talking to him. One of the three trees I had ordered was way too wide for an area so I asked if he could cut back a couple of branches and was told he was not allowed. Another tree is leaning to one side but was told that’s how trees are! I noticed when he left that we are missing an entire box of decorations. I have tried emailing, calling, left a voicemail, WhatsApp but can’t get through to anyone that can help. (Note: the other delivery guy, William, I think, did make an effort but MDH even snapped at him for trying to help!).”

Posted 2 years ago

“Ordered 4 trees and accessories in October to be phoned the day before delivery that many items are out of stock and will not be sent. Checked on their website and you can still order these products. Tried for hours and hours to contact them and they never answer the phone. Please avoid if you want a stress free Christmas.”

Posted 2 years ago

“I had been a loyal customers for 6 years, but have to say this morning's delivery was utterly disappointing... I had to send the delivery guys away with the tree as they were not able to install it properly, and customer service is unreachable!”

Posted 2 years ago

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Pines and Needles is rated 4.2 based on 2,472 reviews