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

“I ordered a tree, order #438240. I called, and no one picked up. My wife emailed, no one responded. We received a sparse, balding tree that was shedding its pine needles extremely quickly. It’s impossible to decorate because of the pine needle loss, the smell is of an old tree, and all around it’s the worst Christmas tree we’ve ever had. It’s been a real disappointment to the kids. I originally wanted to rectify it with the company but now that I’ve had no response I advise you not waste your time with this company. I will have to buy another one.”

Helpful Report

Posted 3 years ago

Dear Customer, Thank you for your feedback. It's an extremely busy year and we thank you for your patience. I have forwarded your message to the team who will contact you shortly. Sorry for the delay.

Posted 3 years ago

“Pines & needles got my order wrong, delivering a tree which was larger than ordered. So much so that the tree took over the whole room and couldn’t be used. Notwithstanding that the error was on their side, upon re-delivering the correct sized tree they refused to pick up the original tree, leaving me with the issue of disposing of a 10ft tree. Customer service experience poor. Won’t be using them again.”

Helpful Report

Posted 3 years ago

“Tree was delivered broken. Not in transit… they had reattached the top with bamboo and cable ties! and no ability to discuss this with this company as mail box full. I used them in the past for my business with no issue. But this experience has been appalling. No more business from me, but based on the above they don’t care less”

Helpful Report

Posted 3 years ago

Dear Customer, Thank you for your feedback. Apologies for your experience. I will forward your query to the team. Please bare with us at this incredibly busy time and we will ensure we sort this out.

Posted 3 years ago

“I ordered a 5-foot potted tree, what was delivered is less than 4 feet and so crooked it's nearly sideways. It can't even stand up on its own, it needs to lean against a wall. It's quite pathetic. I can't believe I was charged 80 GBP for this. Even worse is the customer service. Although a guarantee of satisfaction is promised, I have been trying to get in touch with them for four days via email and phone, with absolutely no response. I feel cheated and don't think I'll ever order a tree for delivery again.”

Helpful Report

Posted 3 years ago

“Very poor quality tree. Worst I have ever bought with discolouration and needles falling off if you so much as touch a branch. I wish I had asked the name of the person who served me as so many of the 5 star reviewers below know the names of the people who work there.”

Helpful Report

Posted 3 years ago

Dear Customer, Thank you for your feedback. Our trees are natural products so we cannot guarantee freshness. You can contact our team back at the store with more details about when you purchased and images and we can see what we can do.

Posted 3 years ago

“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.”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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!!!”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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!”

Helpful Report

Posted 3 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!”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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 3 years ago

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

Helpful Report

Posted 3 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”

Helpful Report

Posted 3 years ago

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