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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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Better customer service needed generally. A couple of people were genuinely trying to resolve a situation gone very wrong on their end (out of stock tree, wrong tree delivered, delivery delay of 2+ days), others did not seem to be able to put themselves in their customer's situation and lacked empathy. Retooling recommended - conflict resolution and customer service. Disappointed overall this year and put two stars for the three persons who were kind.”

Posted 2 years ago

“Hello I really like your company and bought my tree from you last year. This year the delivery and tree are fantastic however there is a big issue. There were hundreds of ants on the tree and they have climbed up our walls. I am continuously hoovering them off the walls and ceilings. Please tell me what I can do to resolve this”

Posted 2 years ago

Dear Customer, Thank you for your enquiry. As our trees are naturally grown products we cannot guarantee them being without insects as we avoid using harsh agents. We will forward you onto to the customer service team who will be in contact to either rebook another delivery for you and remove the tree you have if that is what you would like. We would recommend taking the tree outside and letting the ants out.

Posted 2 years ago

“For such a popular site with positive reviews I expected better than tree that dropped most of its needles within the first 10 days, even with watering. When taking the tree down the stairs it dropped almost all its needles- not exaggerating.”

Posted 3 years ago

“Tree was a day late - company blamed the delivery guys, delivery guys blamed the company. Tree was delivered to me upside down so the top branches were broken. Many, many of the branches including the ones that really stand out are bare. It was only delivered yesterday and put straight into water. I’m probably going to have to go out tomorrow and get a new one from a place I can see what I’m buying.”

Posted 3 years ago

“First time using this company and one of the reasons was to get a hassle free delivery of a lovely tree unfortunately the tree was delivered upside down crushing the top! Luckily it hasn’t snapped but taking into account the price for delivery I would have expected it to have been delivered with more care. I’m hoping it doesn’t ruin the tree. I’ll check properly later If so I will get in touch for a replacement.”

Posted 3 years ago

“I want to like this company because they are cheap and conveniently located for me. However for 2 consecutive years my tree is dying before Christmas Day. Last year I got a replacement but redecorating - not ideal. This year.. I keep watering it but it is just not absorbing the water. I put it on it's side last week with all decorations on and chopped the base again, but this is not improving. Very upsetting seeing it dry up and weep day by day. Maybe my bad luck, but twice bitten twice shy for me... Extra star for friendly staff on site only.”

Posted 4 years ago

“It’s meant to be a non drop tree but it’s probably the worst I’ve ever had. At this rate it will be pretty bare by Christmas! Won’t buy again it’s not been a great experience, especially considering the price.”

Posted 4 years ago

Dear Customer, Our real Christmas trees are natural like cut flowers hence we cannot guarantee freshness. We do however have in place a quality guarantee for this reason: https://www.pinesandneedles.com/pages/fresh-christmas-trees Please do get in contact with the team

Posted 4 years ago

“Found a beautiful 7 foot Nordmann and great service at Fulham store last year . Returned looking for same this year but 7 foot but very disappointed as most 7 or 8 foot trees on display had had their branches trimmed to shape which didn’t look good. The chap working there didn’t seem to keen to search through those wrapped as he felt this was a very hit and miss way of selecting a tree .. he did agree to open 2 but again their branches had been badly trimmed!!!”

Posted 4 years ago

“Good service but trees not up to the usual quality. Needles are dropping heavily after only one week. We will follow up with Pines & Needles.”

Posted 5 years ago

Dear Customer, Trees are a natural product and we cannot guarantee a time frame on freshness. We do however offer replacements as part of our quality guarantee. Please contact our team to discuss further. https://www.pinesandneedles.com/pages/fresh-christmas-trees

Posted 5 years ago

“Tree beautiful. I checked with the elves that it was secure, they assured me it was. An hour after they left it collapsed, water everywhere and me struggling to hold it up. I tried to contact you at the time, but no luck.”

(Beckenham Green BR3 1BL) - Posted 6 years ago

“Ordered from Pine and Needles past two years. The first tree was hands down the best tree we have ever had, but this year’s tree is not quite as shapely and best suited if you wish to place it against a wall… Just a pity though that the side facing the room has a bald patch in the middle. Contrary to others costumer, I find the customer service has good.”

Posted 6 years ago

“We've been buying our tree from Pines & Needles in Wembley for 4 years now. This year we were beyond disappointed to find that three was full with mud all around. Upon installing it bits of mud kept falling off and the floor quickly became full of it. Husband and I have washed it for several hours and repeated the process next day to remove all dirt as it dried on and was left brown. It seems that the workers were careless in handling it and didn't consider the fact that the three ends up in someone's living room. Gutted as spent £56 on a 6 feet tree.”

Posted 6 years ago

Dear Customer, Apologies for the muddy christmas tree. They are natural products brought down straight from the plantations and we do try and hose them down to prevent excess mud being taken home. We would like to offer you a replacement tree as an apology. Please email stores@pinesandneedles.com and someone speak to you further and arrange this for you.

Posted 6 years ago

“Far too many marketing emails”

Posted 6 years ago

“We bought a beautiful tree from Bushy Park and once decorated agreed it was one of the fullest, most shapely trees we had ever had. Days later, despite its position by a small open window away from any heat source, and despite watering, it began to smell terrible; akin to rotting rubbish. Soon afterwards the branches began to droop and our decorations started falling off. The whole thing began to brown and we couldn't wait to take it down after Christmas. I think we will look elsewhere for a tree next year. Shame.”

Posted 7 years ago

“Tree pretty bare on one side the year! :-(”

(Beckenham Green BR3 1BL) - Posted 7 years ago

Hi Peter, Customer Service is important to us... Our trees are a natural product so they are subject to imperfections sometimes which is why we offer our quality guarantee, where you can call our customers service within 72 hrs of delivery and we can send you another if you are not happy. Apologies again, please do get in contact

Posted 7 years ago

“Nice tree terrible service”

Posted 7 years ago

“Have placed order since 2012 - if it were not for the quality of the merchandise Then the first order would have been the lat! Each year the customer service shown has been dismal. If you are prepared to be stressed, frustrated and are willing to undertake frequent phone calls/ emails to obtain your festive garlanding then this is the company to use”

Posted 7 years ago

“Having had Pines & Needles trees for 5 years running, this is the first time that I have been disappointed! The guys - Johnny & Ollie - were great, but the trees were very thin and no where near the quality I had become used to. I don't want my tree replaced as it is too much hassle - but I was very disapponted.”

(Regent Park NW1 7TN) - Posted 9 years ago

Hi Alice, We are so sorry to hear that you were unhappy with your tree this year! We would be happy to replace your tree but as you feel its too much hassle and I'm sure your tree is already decorated. I have added a discount to your account and assure next year we'll do better! Hopefully you still enjoy your tree. Merry Christmas, Pines and Needles

Posted 9 years ago

“We received two trees??! One large but very bare at the bottom and around one side and another small. i don't know why. not very happy with this tree and don't need the second one.”

(Regent Park NW1 7TN) - Posted 9 years ago

Hi Adam, Sorry that you were sent more trees than you needed. We will happily arrange the delivery of a new tree as well as the collection of the one you do not need. If we'd known sooner we would have arranged this much sooner. Kind regards, Pines and Needles

Posted 9 years ago

“The tree did not arrive on the specified date quoted to me and nobody rung or emailed me to let me know that the driver would not be coming between 9-5pm. I then chased the delivery the next day for again nobody to get back to me. I understand this is a very busy time but the least I expect is a courtesy call to let me know or to apologize about the disaster that happened the previous day. Once I got through to somebody, they were quite helpful and arranged a delivery slot. Once the delivery arrived, there was a little bit of difficulty with communication but in the end the tree is up and looks nice.”

Posted 9 years ago

Dear Laura, I've investigated the issue that happened that day. We went through some teething problems on the first 2 days of December but I can assure you we have addressed them so they won#t happen again. I know this might be no good for you now, but as an apology and a gesture of goodwill we'd like to offer you a 10% discount on your order in 2015. (Left note in your account to this effect).

Posted 9 years ago

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