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Pines and Needles Reviews

4.2 Rating 2,473 Reviews
68 %
of reviewers recommend Pines and Needles
Company Reviews Product Reviews
491
 Questions Insights Metrics Info
4.2
Based on 2,473 reviews
Shipping & Delivery
Delivery Methods
Courier, Own Driver
Average Delivery Time
Next Day
On-time Delivery
Greater than 77%
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
Read Pines and Needles Reviews

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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Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Anonymous
Unverified Reviewer
“I should have known better than to use P&N after I used them in 2018 and they gave me a tree that was infested with ladybirds! Anyway, cut to 2019. Ordered tree. It was meant to be delivered between 6pm - 10pm on Tuesday. I left work early to make sure I was home for 6pm. Got my first call from P&N at 9:25pm telling me the tree would be delivered 'within the hour'. No delivery by 10:45pm. Called them at 10:50pm and was told I was the next delivery and they were 'on the way'. Get a call from P&N and 11pm telling me (by a very angry driver who wouldn't stop ranting to the point I couldn't get a word in) that my tree would be with me 'within the hour'. He gave me the option of getting it delivered the following day which I accepted as I's already been waiting 5 hours. I'm now at 3:20pm the following day and haven't heard from P&N despite calling them 4 times, leaving a voicemail and emailing them. Bunch of jokers, go with 'Patch' instead.”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“Good morning, I have been buying your tree for over four years and always purchased a 7 ft Norman for delivery last week November. This year the tree is compliantly dry and has last all his needle. it is watered every day in an American tree base that retain water. I am extremely disappointed with the poor quality of the tree. Pine and needles are becoming very expensive and are increasing their price every year. I will have order a tree from a local florist as the price are becoming similar. Best regards”
Helpful Report
Posted 4 years ago
Dear Customer, Sorry to see that your rating is low. Please do take a look at our quality guarantee here: https://www.pinesandneedles.com/pages/fresh-christmas-trees. Out Christmas trees are natural products so we cannot guarantee look, shape or freshness hence our guarantee policy.
Posted 4 years ago
Ian Fellowes
Verified Reviewer
“Can't believe the difference a year can do to a company .I have been buying from you for 5 years no problems, no delivery on the due day then promised next day no tree, then it was delivered after I'd canceled it , i needed it for the weekend as my daughter's were both home from uni. Pines and needles blamed the couriers, I'm sure they would ! If you need a tree for a specific day/weekend , get in the car and pick one up more fun ! I will never use pines and needles again ! Ian merry christmas to all readers of this review 😁”
Helpful Report
Posted 4 years ago
HI Ian, Sorry to hear about your experience with us this year. As you said yourself you've been buying with us for five years now without any issues. However as with any business issues with deliveries do arise and where we can we will do our best to try to sort it out. Please accept our apologies for this year. Contact me: marketing@pinesandneedles.com and I can talk to you further
Posted 4 years ago
Mark Palmer
Verified Reviewer
“My tree was due to be delivered on the 29 November it has not arrived The wreath was delivered but not the tree”
Helpful Report
Posted 4 years ago
MJ
Verified Reviewer
“Purchased from Wendover Woods today, Appalling experience and no advice given how to maintain tree, as staff are young people who have had 4 hours corporate safety training in London - how know nothing about product they are selling. This no needle drop tree which is still outside has been shedding needles all afternoon started when looked at back of car and even when placed on deck - is going back when I can finally get hold of someone at this company ! This was a very expensive product 52 pounds for 5ft tree and expect it to at least keep its leaves My 1st Christmas experience completely ruined by complete commercial/ corporate greed Also if you are so committed to ethical products & environment - then stop giving staff very cheap ( even worse than primary) fake scottish kilts to wear - what was the point And on top of poor quality product, & services, this large company have replaced a longstanding local seller at this location and have completely ruined what always was a special start to Christmas & the trees never shred 1 needle. Complete disappointment”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“Only one of two trees arrived. Ordered months ago!”
Helpful Report
Posted 4 years ago
Anonymous
Unverified Reviewer
“So bad. We bought one of the most expense trees and decoration options for our bar, the tree was bald from all of the dropped needles, between their van and front door. I sent the first tree back, the second one was not much better. it was then badly decorated, by 3 people that clearly didn't want tho be doing the job. the customer service was shocking, they don't care, once they have your money. honestly, it's such a rip off. The lowest quality materials at the highest possible price.”
Helpful Report
Posted 4 years ago
Dear Customer, Please can you give us a little more information so that we can look into this. Your name and invoice number and what date this job was completed?
Posted 4 years ago
Andrew Burns
Unverified Reviewer
“A loyal customer of 7 plus years means nothing - shockingly bad Customer Service - outrageous attitude - will be going elsewhere this year. As for price matching or beating errrr forget it !! Happily there are other companoes out there that are prepared to fulfill my order at the price that Pines and Needles refused to.”
Helpful Report
Posted 4 years ago
Dear Mr Burns, We are sorry to hear that your experience is not what you expected. Our price match offer is based on like for like product....our policy is detailed here: https://www.pinesandneedles.com/pages/christmas-trees-price-pledge I believe that our team has been in contact to offer you the best deal we have running online for our customers.
Posted 4 years ago
Anonymous
Unverified Reviewer
“they showing on bill sheeping free but they charged delivery....”
Helpful Report
Posted 4 years ago
Annette O'Hare
Verified Reviewer
“Ordered 3 trees for holiday cottages. Arrived over 2 days late; One 2 hours before the guests were arriving. A particular delivery driver from the courier Tufnells seem to be at fault. Emailed pines and needles had no response. Got someone on the online chat; said they would look into it with the delivery company in the next few weeks. This I felt was inadequate. Two of the trees were fine the third one was a little bald at the top and was shedding loads before it got into the cottage.”
Helpful Report
Posted 5 years ago
Anonymous
Verified Reviewer
“Door wreath never arrived. Had to buy one from somewhere else. Very disappointed. Waiting for a refund but had no response.”
Helpful Report
Posted 5 years ago
Dear Customer, Apologies for the inconvenience. Our team will be in contact shortly.
Posted 5 years ago
Claudia
Unverified Reviewer
“Have used for a few years now ( happily) this year I was gutted as the tree was limp and sad even before it was opened. I emailed the office a few times no response. Would be great to hear from them”
Helpful Report
Posted 5 years ago
Dear Customer, We look to keep all our customers happy. Apologies for the non response, our team is working on getting back to all customer service enquiries as we speak.
Posted 5 years ago
Anonymous
Verified Reviewer
“Unlike previous years the tree was barely wrapped so that it dropped its needles in the communal areas. Previous years, they would bring a vacuum too! They had advertised a ‘free wreath’ subj to certain conditions - no wreath and no action from their office. And far, far from cheap to add insult to injury. W9 area”
Helpful Report
Posted 5 years ago
Anonymous
Verified Reviewer
“Bought a Scottish tree after 2 days needles dropping and sap dripping on floor then black baby spiders all under the tree then crawling away over the floor!! Made my skin crawl. When I complained some sarcastic comments and customer services was useless. Still waiting for money back”
Helpful Report
Posted 5 years ago
Anonymous
Verified Reviewer
“We have had our tree for 2 weeks and all of the needles have and probably will be dropped by next week. We spent a lot of money on the tree and are really sad it died so quickly 😕”
Helpful Report
Posted 5 years ago
Dear Customer, Trees are natural products and unfortunately we cannot guarantee a time length on freshness. We do however in these situations offer a replacement. Please contact our customer service to arrange for another tree if you wish.
Posted 5 years ago
Anonymous
Verified Reviewer
“Wrong tree delivered. Second delivery missed, no record of request. Full refund approved by custom support. Four days later a second tree arrives. Contact custom support, no record of refund request. Lets just say I'll not be using them again”
Helpful Report
Posted 5 years ago
Dear Sir, Apologies. Your refund request has been processed for you. We aim to keep our customers happy where we can.
Posted 5 years ago
Anonymous
Verified Reviewer
“Pines and Needles was to have shipped me an 8 foot tree. I arrived home to find that I had been shipped one much closer to 11-12 foot. I had to go out and find another suitable tree for the room in time for a party the next day. Instead of reimbursing my money and arranging collection (so that I don’t need to pay the ÂŁ50 disposal cost), the team instead harangued me for a photo of the tree with a measuring tape. I had sent a photo with it leaning against a 10 foot wall. They are essentially calling me a liar. It’s too dark outside now to take a photo and I won’t be back at this house until the weekend. I have never posted a review of a company online, but I confess that I am so disgusted with Pines and Needles I will be making an exception and letting my Hampstead friends and neighbours know the appalling service I have received.”
Helpful Report
Posted 5 years ago
Dear Customer, Sorry to hear that you are unhappy with the product and service. Our policy is to replace a tree if you are all unhappy. Please email marketing@pinesandneedles.com and we will look into this further for you.
Posted 5 years ago
Anonymous
Verified Reviewer
“Utterly useless. Did not deliver on promised day. No explanation. No apology. Will never use Pines and Needles again.”
Helpful Report
Posted 5 years ago
Mrs V.
Verified Reviewer
“Pines and Needles delivered us an ugly curved tree. We have been trying to get a replacement or a refund but unfortunately their customer service is useless. Please see a picture of our tree attached. Would you pay 60ÂŁ for it?”
Helpful Report
Posted 5 years ago
Dear Customer, Our real Christmas trees are natural products and therefore can come in all shapes and sizes. We do try out best to select only the best trees but in a situation where the tree is not suitable our guarantee is that we will replace your tree. https://www.pinesandneedles.com/pages/fresh-christmas-trees
Posted 5 years ago
Anonymous
Verified Reviewer
“I ordered and paid for a wreath 3 weeks ago for delivery 2 weeks ago. It has not been delivered and I am having difficulty contacting Pines and Needles.”
Helpful Report
Posted 5 years ago
Pines and Needles is rated 4.2 based on 2,473 reviews
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