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 am absolutely disgusted with the service I have received today from Pines and Needles. Having used their services for the past 5 years or so and always being extremely happy with the trees I've had delivered, today has been disgraceful. Early this afternoon my wife rang their customer services to enquire if they could check on the delivery of our tree today, which we ordered back in September. They checked and said it had been collected by the courier and was on its way to be delivered. We also asked for the tracking number for the courier and was given the information. A few hours later we contacted the courier to ask when it would be delivered and was told it hadn't been collected and it wouldn't be here until at least Monday! So my wife rang Pines and Needles back and was told nothing could be done. She pushed further and was given a 50% refund and it was explained that the reason was because we live so far away!! So why offer nationwide delivery! She requested he email to confirm the refund but this never arrived. I’ve ended up paying over £115 and have nothing to show for it.”

Helpful Report

Posted 1 year ago

“If I could leave no stars I would. No tree delivered, cannot get through on the phone says mailbox full - no reply to emails or on live chat. Took money and no tree and no way to contact - scammers - avoid!”

Helpful Report

Posted 1 year ago

We’re terribly sorry you’ve had this experience. Unfortunately, we had delivery issues on this day.

Posted 1 year ago

“The tree would not fit into stand so bought another stand and still didn’t fit. Seemed to be because the trunk was not straight. So had to lean on window to hold it up. Needles all over floor from day 1 . Worse tree I have ever had”

Helpful Report

Posted 2 years ago

“I paid for indoor pickup service. Every year previous, they've come in, carefully put a blanket down, chopped up the tree, then wrapped it up to prevent damage to the house. Any leftover needles were swept up. This year, none of that. The tree was scraped through the house past walls and doors, leaving marks every where, dropping piles of needles. None of it was cleaned up. I called to complain, customer service did nothing.”

Helpful Report

Posted 2 years ago

“I have order a Christmas Tree for 80£ including delivery, at the beginning of December and it was never delivered. I was promised to be refunded and they sent me 9.68 pounds back. It's just a joke. Their explanation is, that the tree was delivered, which is not true! Very disappointing experience 😞”

Helpful Report

Posted 2 years ago

“Great delivery etc. wilted in 2 weeks. Very disappointing”

Helpful Report

Posted 2 years ago

“I would say it’s the worst tree I ever bought. It wouldn’t stand up straight without falling over. Thought it was the stand and bought another for 100 but still kept falling. Slightly brown and non fall tree needles everywhere from the first day. Terrible tree. Had to lean against the window to stand it up . Really dodgy set up with small children .”

Helpful Report

Posted 2 years ago

“Really poor service, failing twice to deliver a tree ordered weeks ago and being lied to by customer services. 2 very upset children as we’re now out searching for alternatives. Won’t be using you again and recommend others to avoid as well”

Helpful Report

Posted 2 years ago

“Long time customer. Never again. Had two trees delivered. Both were exceedingly full and bushy at the bottom and spindly at top with 40cm branch bringing it to 6ft. Will buy from high street where I can see the quality since P&N are no longer reliable. Had to decorate first tree for a Christmas party. Then undress waiting for new tree - same problem!!”

Helpful Report

Posted 2 years ago

“Been usoling pines and needles for 6+ years. Always been happy with our tree. This year however it is awful. Already dry (despite lots of watering) and dropping so many needs, no chance will last until Jan. Customer service non existent. Can't get through on phone or leave a message and no reply from email. Won't be using again.”

Helpful Report

Posted 2 years ago

“Christmas tree and stand was supposed to be delivered yesterday but only the stand arrived so I cannot review the tree.”

Helpful Report

Posted 2 years ago

“the tree itself felt short of our expectations, loads of falling needles already, tree itself is not straights, branches at the bottom extremely rare and dried out.”

Helpful Report

Posted 2 years ago

“The tree we had last year was fab. However this year it never turned up. This is the second year I’ve ordered my Christmas. Last year was prefect however this year my trees was not delivered, no one called me to inform me, I called twice to find out what was happening and had two different replies and had to fight to get my delivery refund. I’ve singed asked for a full refund as I went out and got my tree. Read the small print - the policy with the courier is 3 attempts and does not include weekends! Ups were great last year, this year was tuffnels who are just rubbish. No reason for why my tree had never left the warehouse!”

Helpful Report

Posted 2 years ago

“Terrible customer service. Paid for an early delivery, it was late and the wrong tree arrived when it did come. They don't have the right tree in stock so they wasted our day knowing our tree would never come. We have to wait 14 days for the refund. We ordered this tree weeks ago and an email came only yesterday confirming the order. Never again.”

Helpful Report

Posted 2 years ago

“Ordered a tree to arrive on Friday and received the delivery confirmation Thursday evening but as it hadn’t arrived by late Friday afternoon, I called to check it was still coming to be informed that it was not. Had I not called to check, no one would have contacted us. We were then assured it would arrive today (Monday) and I would receive a call from the manager to confirm its arrival but having called to check it is definitely coming (having heard nothing from the manager) I have now been told it might not come. No idea when the tree we paid for months ago will now arrive and definitely won’t be using this company again and would not recommend to third parties.”

Helpful Report

Posted 2 years ago

“i paid for a 12 foot tree, yes its 12 feet high but so thin its awful I will never buy online again i have lost my trust”

Helpful Report

Posted 2 years ago

“Tree delivered on Dec 1 and it was pathetic. Totally unacceptable. How can they think anyone would be happy with that tree? Re-delivered another tree on Dec 3, significantly shorter, not at all acceptable either. Now I’ve wasted 2 days waiting for a tree and will need to go choose one myself and haul it home. Won’t be ordering again next year as you can’t count on getting a decent tree delivered.”

Helpful Report

Posted 2 years ago

“Awful customer service! I have tried to purchase several trees for a school event. After the recommendation of one of the shop managers, I reached the main office, only to be put on hold and then offered a price higher than the initial quote. When I pointed out that this was higher than before, they put me on hold to call the shop and take the discount away! Unbelievable and Appalling!”

Helpful Report

Posted 2 years ago

“Appalling customer service with no sense of any customer loyalty - despite what the website says they refused to price match. Had been a customer for 10 years - not any more”

Helpful Report

Posted 2 years ago

“They haven’t responded to any of my emails.”

Helpful Report

Posted 2 years ago

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