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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

“It’s not my first time ordering from P&N but this time unfortunately, I’ve received the wrong tree. Paid for a big one and received a smaller one. Can’t get hold of them on the phone :(”

Posted 2 years ago

Hi Ikram, Apologies it is very busy this year but we will ensure you get the right tree as soon as possible. We will forward your invoice to the team and they will be in contact soon. They will rearrange another delivery for the correct tree.

Posted 2 years ago

“I was given a Nordmann Fir after ordering a Fraser Fir and only realised once installed.”

Posted 2 years ago

Hi Joanna, Sorry to hear that! We take pride in our customer service. Our team will be in contact with you.

Posted 2 years ago

“Delivery charges are misleading.”

Posted 2 years ago

Hi Anthony, Thank you for your feedback. Please could let us know more about what was misleading so that we can improve our website and content.

Posted 2 years ago

“From the moment I ordered the lack of customer service has been appalling. No one answers Calls or emails and now after paid for tree collection service and receiving notice it would be picked up it hasn’t. No one answers calls or emails. I will never use this service again and should be refunded the money for collection”

Posted 3 years ago

“Glad your customers are giving great reviews mostly down to the hardworking friendly staff ... pity they are not responding about actually paying them !”

Posted 3 years ago

“This company is an absolute DISGRACE!! They don’t care about consumer services. I lost nearly £1300 for a very simple order After been told the cost of my order For £1100. They packed the wrong items. I had to purchase extra decorations for £200 witch came a week later I have been in the phone with 5 different people. NO ONE REALLY CARE! as soon as you pay them, that the only thing they do care! Pines & Needles shame on you! You should never be in a service industry! DISGRACE!!!”

Posted 3 years ago

“Very disappointed with the expensive Nordman Fir this year. It is advertised as having minimal needle loss but we found our tree to lose lots of needles every day despite keeping the water topped up. It looked very dry after 2 weeks. We have bought our Xmas tree from Pines and Needles for the last 3 years in Wimbledon but won’t be doing so in future.”

Posted 3 years ago

“Ordered 3 items. Only 1 delivered. No response from customer service after 3 days. The tree is good but the other items are now too late for Christmas”

Posted 3 years ago

“We purchase a Norman for tree for them which was supposed to last at least weeks. Ours started drying up after two. We have tried to save it but looking like it won't last till Xmas. We called left voicemail (and in fact their voicemail box is now full!) but no one called us back. Terrible service, avoid.”

Posted 3 years ago

“Service is unreliable. Paid for specific time interval. Ordered 3+ weeks in advance. And they still managed to be late. It looks like service was created by some very incompetent creatures.”

Posted 3 years ago

“Service and help picking up the tree was good, but very unsatisfied with the product. Not even two weeks from picking it up and is dropping like a month-old tree. We paid for the top range non-drop tree and was promised it should hold until late Dec. At the moment you cannot go past it as the needles will fall with the lightest of the touches. Will not recommend it and suggest getting your tree from another shop.”

Posted 3 years ago

“Our tree dried out within two weeks! We contacted customer service but they were not helpful at all! Not going to buy from them again!”

Posted 3 years ago

“If I could give Pines and Needles zero stars, I would. My husband and I went to Notting Hill on Saturday as we always do to pick out our tree---which was beautiful. We asked for it to be delivered SAturday evening. I received an email indicating that it had been delivered... nothing was outside. I called them to explain the problem. An hour later, a tree was delivered. It was not the tree that was picked out. What was delivered was shorter, not remotely the same quality. My hunch is that they delivered our tree to someone else by mistake, picked out something else hoping we wouldn't notice. I called to complain---no one called me back. I called again... telling them to pick up the tree and refund me, which is when they informed me that it would take 7-10 days to get my money back. Very disappointing and totally dishonest. Terrible service.”

Posted 3 years ago

“My tree arrived 2 weeks ago and has already completely dropped. I e mail customer service who claimed trees are supposed to last 2-4 weeks only and as a result could offer just a 50% discount on replacement, and no assistance in undressing and re dressing the tree. Not only has the tree lasted not even 2 weeks (i e mailed today as the first working day), its also a nordmann fir which the website clearly says should last from Nov to xmas if kept watered and not near a heat source. Really disappointing, both product and customer service.”

Posted 3 years ago

“The tree looks good and there was timely delivery, but... 1. The tree was full of bugs - green caterpillars, black slug-like insects, and other ones that are difficult to describe (jumping ones). Yes - this is not my first Christmas tree and I am used to a spider or two, but this tree was like something coming out of a horror movie. 2. The tree arrived quite muddy - I had to clean the needles. 3. The tree is much less wide than the one I had bought last year from Pine and Needles (but it would have been very happy if the first not for the first 2 points) . Overall the delivery and everything was great, but the quality of the tree was a bit horrendous. I am usually quite excited about decorating my tree, but this has ruined my mood. After such a year I hoped at least the Christmas tree to be right...I guess that got ruined too!”

Posted 3 years ago

“Unfortunately extremely disappointed with the product. Our first time using pines and needles and we ordered 2 trees and some lights. One of the trees we ordered was great, the other not so much - it was very uneven and not what you expect for a tree that cost more than £100. The lights we ordered we shocking. They stay on for about 5 seconds and then flicker off. There must be a faulty wire. Even on the settings for flickering the lights just cut out every 5-10 seconds. We informed them of the issues and we still haven’t had a response be that was more than 24 hours ago. Avoid and pick up your own tree - we certainly will never use them again.”

Posted 3 years ago

“Wednesday- tree finally arrives at 10pm. Driver says ‘worst tree I’ve ever seen’, promises a replacement on Thursday, which the customer service team confirm (by email). Thursday- stayed at home all day for tree delivery, no tree, no communication. Friday- A none apology from customer services but a promise of a tree by 5pm. Driver arrives apologises that tree is no good, promises to return within 2 hours with a replacement. Driver tells our 4 year old there will be a tree when he wakes up in the morning. No tree, no communication. Saturday- Call customer services, promise a replacement, no tree, no communication. Quite honestly the worst customer services I can remember enduring. Do not waste your time or money with this company. They can’t be trusted to do the basics.”

Posted 3 years ago

“No tree only.stand than stand was broke To.be told tree was out of.stock Despite ordering 3 months.ago Never again”

Posted 3 years ago

“I ordered a tree and decs and a stand as a surprise for my sister, unfortunately somehow it was lost between the store and dispatch. I was advised there was no other delivery slot until Tuesday and no way to get it delivered for this weekend. It was very disappointing that no solution could be offered to deliver for tomorrow or Saturday, and I paid to have it delivered at 12.30 today. No one informed me there was an issue with goods and delivery and I only found out because I called chasing it this evening. I have asked for a refund but have received no email acknowledgment that a refund has been processed although I was advised it would be done, howeverI would be happier with some written acknowledgement of when the funds will return. I used the service last year with no issue but this year it has been awful and very disappointing.”

Posted 3 years ago

Dear Customer, Thank you for your review. Our system says that you are due a refund but it can take up to 14 days to land into your account. I will pass your comments onto our team to investigate further with our external couriers. We will use this to better improve our service and communications.

Posted 3 years ago

“I paid extra for a delivery slot by courier and have had to take time off work to wait for the tree. It is now 2 hours late and I am unable to track it. I have called Pines and Needles twice and have been asked to contact the courier but I have not been given the right details to even be able to trace where my tree is. This is shocking customer service and though I have bought a number of 12 ft trees from Pines and Needles over the years, I am appalled by your service.”

Posted 3 years ago

Dear Customer, Sorry for the delay. It appears that the delivery has been held up and it is out of our hands. We will look into this further and refund you the difference for the all day slot and the slot that you paid for. A member of our team will be in contact to explain further and help to resolve this as soon as possible.

Posted 3 years ago

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