Pines and Needles Reviews

Name: Pines and Needles
Rating: 4.20

4.2 Rating 2,550 Reviews

68 %

of reviewers recommend Pines and Needles

4.2

Based on 2,550 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 70%
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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Customer service chat function was very easy to use, much better than others I have come across. Jonathan was helpful and communicative, and got my request done very quickly. Their Christmas trees are excellent quality too!”

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Posted 5 years ago

“Really helpful service (from Chelsea) today ordering our tree. Many thanks!”

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Posted 5 years ago

“Jerry was very helpful and quick to respond while assisting me during an online chat. Things sorted within minutes. Very much appreciated. Thanks.”

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Posted 5 years ago

“Really quick and easy to change my delivery date. Jerry was helpful and really efficient, great attention to detail. Thank you.”

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Posted 5 years ago

“After a slight mix up with the planned delivery date, This was resolved quickly and professionally. Thank you”

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Posted 5 years ago

“Jerry was great helping me get my order sorted when the website wouldn't let me confirm my booking ...awesome customer service getting it sorted! thank you”

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Posted 5 years ago

“I accidently selected the wrong size tree, but Jerry was able to sort everything out for me within minutes via live chat. Thank you!”

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Posted 5 years ago

“Served by James today who I didn’t even know was in training. Very helpful and informative even though I had a couple of questions and he answered all of them perfectly. Very helpful staff member!”

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Posted 5 years ago

“Fixed an order issue quickly post purchase.”

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Posted 5 years ago

“Have used Pines and Needles 3 years now excellent service delivery on time and date arranged, beautiful trees looking forward to my tree this year as it's always full and beautiful with a beautiful scent, always pleased with my tree and excellent service well done Pines and Needles, have recommended to friends”

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Posted 5 years ago

“Perfect tree - super nice staff, lovely company! And so much fun to go and pick your own tree!”

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Posted 5 years ago

“Have been buying our tree and wreath from Pines and Needles for over 10 years. Always a great tree and brilliant service. I was delighted that I could still get my tree delivered and installed despite the pandemic.”

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Posted 5 years ago

“I am grateful for all the efforts that the staff of Pines and Needles took to try to sort out the problem of the removal of a Christmas Tree I was very disappointed and upset when the arrangements that were made for the removal of the tree on 3rd January did not work out particularly as I had to leave to catch a flight before your staff arrived as they were running late. They did keep us informed although a little earlier notice might have been helpful. There was apparently a misunderstanding about the removal of the lights from the tree. I would have thought if the arrangement was that your staff put them on that they would also remove them. This was very definitely my understanding but obviously not yours. It did not say removal of lights on order albeit I had thought I had made it clear on the phone when placing order. This was obviously not the case. I will know for next year to be absolutely specific and check wording on order. Although I was upset your staff handled the situation very well in particular I would mention Allan who was most help and professional in his approach and organised for the tree to be collected this morning which it was. I am very grateful to Allan for his time and patience and the customer service he provided. You do appear to provide an excellent service which on this occasion fell a little short but was retrieved by Allan after the event. I would use your services again but will check and double check my order. I would suggest that those taking orders are very clear about what is provided in removal particularly if your staff have dressed tree or installed lights. Your staff are well trained, polite and helpful on the phone and I am grateful for their help and patience. Kind regards, Joan”

Helpful Report

Posted 5 years ago

“I paid £40 for delivery to take place between 1pm and 6pm, and we stayed in to wait for the delivery. At 6:03pm, I got a phone call that delivery would be late, and that it would be at 7:10pm. At 7:02pm I got a call saying it would be at 7:20pm. And at 7:33pm, delivery finally happened - it took less than 5 minutes! The whole experiences was far below the standard I expect when paying £40 for the privilege. This did not make us feel any better about having waited for hours without any updates. At a minimum, I expected a refund of the delivery and installation charge (however Pines and Needles have refused this and instead offered free delivery for next Christmas). They are having a laugh. The tree was also one of the worst I have ever had. The guy actually told us that it was probably cut a month ago! I don't think I will be using this company again.”

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Posted 5 years ago

“If I could give this company zero stars I would. From the attitude of their delivery team, to the wrong lights being delivered and fitted, to the fiasco in resolving the mistake, to them booking them wrong collection date and then suggesting the solution was for me to dispose of an 8ft tree myself...overall service appalling despite a very premium service price”

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Posted 5 years ago

“The worst tree ever. Watered daily(see pic of saturated trunk). Sold as non drop, but was fit for the bin by Christmas Eve. Christmas ended early for us as we had to throw it out the morning after Boxing Day. It took an age to clear the mess it made as it exited the front door. Look at the pile of needles in front of my dog(and his paws). That's just from taking the lights off. Bought at the Hawker Centre, Kingston. £70 wasted.”

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Posted 5 years ago

“Two days after Christmas and look at the state of our £70, 7ft tree from Pines and Needles in Kingston. Watered every day, sold as non drop. It looked terrible on Christmas day and was only purchased 9 days earlier.”

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Posted 5 years ago

“I picked up a Christmas tree from Turnham Green a few days ago, couldn’t be happier. I was in a rush and Luca did an excellent job helping me chose and getting it to my car. Very polite, excellent service, Trees are great too. Very happy, definitely recommend buying from here.”

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Posted 5 years ago

“I have been using this company for the past 4 years! Excellent customer service and fresh and full trees. Competitive pricing. Nothing like seeing elves deliver your tree with a smile on their faces. Thank you pines and needles.”

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Posted 5 years ago

Pines and Needles is rated 4.2 based on 2,550 reviews