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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

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

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 10th December 2022

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38

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Quality alert: curved and defected Christmas trees from Pines and Needles! I have just received a defected curved Christmas tree from Pines and Needles. It looks like I wouldn't have any replacement or refund. I can't believe I paid for such an ugly and curved tree. Please don't order trees from Pines and Needles (Pinesandneedles) to avoid disappointment.”

Posted 5 years ago

Dear Customer, All our Christmas trees come in different shapes and sizes due to the nature of the product being naturally grown. It is our guarantee that if you let us know within three days of receiving your tree we will replace it. We want our customers to have the perfect tree for the big day! https://www.pinesandneedles.com/pages/fresh-christmas-trees Please contact: team@pinesandneedles.com and give them more information about your order.

Posted 5 years ago

“Placed order early and paid in full for 9ft tree delivery day agreed !! Delivery day came No delivery chased 3 times still no delivery and no explanation Children disappointed very poor and dreadful service If you want your tree on time go elsewhere Will not be using these guys again”

Posted 5 years ago

Dear Customer, Thank you for your feedback. We want to ensure that each and every one of our customers are happy with our product and service. We use a nationwide courier service outside of the London zones which can sometimes be delayed as stated on our website: ** Delays can occur with the contracted courier. Such delays are beyond our control and as such do not qualify for a refund. In severe weather, delays of up to 5 days may occur so please allow for this if you require your tree on or by a specific date. Please do contact the marketing team : Marketing@pinesandneedles.com to give us more information and we will look into this for you.

Posted 5 years ago

“Pines and Needles do not use their own vehicles to make deliveries so they are not in control of the time and day your tree will be delivered on. I booked weeks in advance and paid extra for a guaranteed delivery before midday but no tree was delivered. I am being told now (after several calls) that I can expect delivery 3 days after the date I booked and paid for. Don't be fooled by how easy it is to book and pay for this online. The process of getting the tree delivered is just a huge headache and one that Pines and Needles have no ability to resolve for you.”

Posted 5 years ago

Dear Customer, Thank you for your review. Please can you email marketing@pinesandneedles.com to give us more information about your order and delivery. We will look into this as soon as possible as our aim is to ensure all our customers are happy.

Posted 5 years ago

“PLEASE STAY AWAY !!! I have never dealt with such disgusting customer service or lack of in my life ! We had been a loyal customer up until now but I don't think that means anything to them. Incompetent staff who cannot process orders leaving a loyal business without a tree & with no acceptance of responsibility for their mistake. Luckily i found somewhere else who was able to accommodate us who were much nicer & cheaper than the over priced trees from P&N that die within a week ! Suggestion- staff training”

Posted 5 years ago

Dear Customer, We are sorry to hear of your experience. We want to hear more about your order this year so that we can look into this for you. Our aim is ensure all our customers have the best product and service. Please email marketing@pinesandneedles.com and let us know more.

Posted 5 years ago

“I have been buying from P&N for a decade as a family tradition. This year was a disgrace. Tree dropped needles within a few days and was more expensive than last year. I advised customer service and they asked me to provide photos which I did. Never heard back. So our tradition is broken and I will now buy elsewhere.”

Posted 6 years ago

“The tree wilted within a week despite watering and keeping surrounding heating off. It had clearly had been harvested a long time ago. Very poor return for the money paid.”

Posted 6 years ago

“They did not deliver our Chritsmas garland, they claim it was "lost" and they cannot replace it. It was supposed to arive yesterday (December 21st), but it did not, and only after calling them today did we find out that it was "lost"???? They say they cannot make a new one, but can refund us - which is irrelevant since we cannot get a new one now. We do not have a Christmas tree, so this definitely spoils our Christmas. This is outrageously bad service, will make sure noone we know orders from them again.”

Posted 6 years ago

“Ordered a 4ft potted fir tree, which came to a total of £98 inc. delivery. Bearing also in mind this is the exact same order made in 2016m which cost £80 inc. delivery. When the tree arrived its no more than about 3ft tall, lost if you place it on the floor. Appearance almost half the size of the previous year. The label read 4-5ft. This is clearly a joke - this company should be reported to Trading Standards. The prices are unacceptably high and the items falsely labeled and undersold. I've asked for a refund and waiting for a response.”

Posted 6 years ago

Dear Customer, Apologies for this, we try our best to ensure that our products are correctly labelled and we take this type of error seriously. This review will be passed on to the correct team to ensure that our quality control processes are improved. We have refunded your full order.

Posted 6 years ago

“I bought a tree from the Hampstead Heath branch where I found the service simply awful, we waited for around 10 minutes for 3 employees to assist just one customer, there was no requirement for this and it made my family and I wait an unnecessary amount of time. We spent in excess of £60 on a 6ft tree that sadly we threw away yesterday as it had died. Despite our best efforts to keep it alive it was simply a bad tree and shouldn’t have been sold. I have given the company the chance to avoid this review as I’ve reached out in writing but I’ve been ignored. We’re now off to buy another tree from a competitor and felt obliged to share this. A very unhappy customer.”

Posted 6 years ago

Dear Customer, We are very sorry to hear that you are unhappy with our service. You spoke to our team yesterday who advised you that we would happily give you a replacement tree as per our guarantee and 10% off for 2018 as an apology. As our Christmas trees are a perishable item, every tree is unique in every way and unfortunately there is no way we can guarantee survival in another environment especially when they are no longer in our care but we can replace it for you. We are sorry that our policy was not to your satisfaction and you chose to go elsewhere. We will take on board your review to improve our services for 2018.

Posted 6 years ago

“Found out my tree delivery was cancelled due to snow today after I received an email asking customers to contact their drivers to find out if orders were going to be delayed or not. Called customer service to reschedule and confirm my delivery for another day. Then 5min later received a missed call from Pines and Needles, rang back and was told the delivery had to be pushed back even further to another day, was put on hold for 15min, then the adviser hung up on me. Rang back, re-explained the situation, was put on hold for another 7min for then to be told that they couldn't guarantee my requested delivery slot. Overall customer service was very bad, nobody seemed to care about the order or service provided, spoke to about 5 different people over the phone, the best they could offer me as compensation was an additional "mini tree", a partial refund they had to run by their 'logistics director' first. I eventually cancelled the order all together to avoid another 30min on the phone and they issued me a refund. I understand that weather conditions are beyond anyone's control but they should take more responsibility and be a lot more pro-active in finding solutions that keeps the customer happy. I won't purchase again with this company.”

Posted 6 years ago

“Found out my tree delivery was cancelled due to snow today after I received an email asking customers to contact their drivers to find out if orders were going to be delayed or not. Called customer service to reschedule and confirm my delivery for another day. Then 5min later received a missed call from Pines and Needles, rang back and was told the delivery had to be pushed back even further to another day, was put on hold for 15min, then the advisor hung up on me. Rang back, re-explained the situation, was put on hold for another 7min for then to be told that they couldn't guarentee my requested delivery slot. Overall customer service was very bad, nobody seemed to care about the order or service provided, spoke to about 5 different people over the phone, the best they could offer me as compensation was an additional "mini tree", a partial refund they had to run by their 'logistics director' first. I eventually cancelled the order all together to avoid another 30min on the phone and they issued me a refund. I understand that weather conditions are beyond anyones control but they should take more responsability and be a lot more pro-active in finding sollutions that keeps the customer happy. I won't purchase again with this company.”

Posted 6 years ago

“Waited for 6 hours, and never got a tree. Ruined a Friday night and the morning of a little girl who woke up early to decorate a tree that never came.”

Posted 6 years ago

“Didn’t purchase from you as you were far to expensive”

Posted 6 years ago

“Delivered wrong tree and at the wrong time - I just happened to be in. Tree was a foot shorter than requested no replacement. They ignored my email with photo proof asking for refind”

Posted 6 years ago

“A friend passes on the contact number for Pines and Needles as I was looking for a tree to be delivered. I called head office customer service and explained that I wanted to confirm that my nearest Pines and Needles were based in Worthing as I wanted to be able to go and choose my tree and still get it delivered to Brighton. The man said yes and that if I did it through him and get an account number (he then started to mumble something about a discount). Not sure where the conversation was going he then started asking me for my personal details. I said that I didn't want to purchase but only know if I could get an idea of the delivery price, tree's price and that the Worthing branch would drop off the tree to Brighton after the family had gone to the store and picked the tree. He then told me that it was only to get a quote and that he could then tell me a price. we carried on and he quoted me £70 for a 6ft tree with delivery.... I then asked again if that meant I could go and pick the tree and it included the delivery (as I may want a bigger or smaller tree when it comes to picking) The guy then said no it's the ONLINE price and that if I went to the Worthing store they would charge me a different price! I said 'but I explained that all I wanted to know was if I could pick the tree from Worthing and it could then be delivered??? In an abrupt tone said that he was doing me a favour!!! I explained that I had just waisted 15mins on the phone. He then said that he hadn't wasted my time and put the phone down on me!! So my impression is that Pines and Needles only want to hear you make an order, not if you want to go to the store and pick your own Otherwise, they simply put the phone down on you! Merry Christmas!”

Posted 6 years ago

“It's 6 months since my last review and still no promised refund despite our constant chasing. Would not recommend this poor shoddy excuse for a company.”

Posted 6 years ago

“Following my previous review I received the following reply on the same day. That was 4 weeks ago and still nothing!!! I have since sent a number of emails chasing and well as expected no reply. So as we now approach the Easter season we still await our Christmas refund. Totally sums up this shoddy company. Steer clear at all costs!! Dear Richard, I am firstly very incredibly sorry for what has happened. A request for your refund to be processed was sent twice to our accounts department but due to what I can only assume was human error the requests were not processed. I am personally going to make sure this is sorted for you as soon as possible. I can either have a refund issued by cheque or if you would prefer I can have a bank transfer organised for you. The bank transfer would be faster and we would require the account name, number and sort code to get that done for you. This whole experience has brought to light a few of our procedures we are now going to amend. Normally we do not accept cheques but we do understand that some schools, churches and charities may not have other payment options available to them so do make exceptions. This, of course, means we take on the responsibility to make sure everything goes smoothly. I am sorry that this was not what happened in your case. This morning I have spoken to one of our directors who has agreed to let me offer you the order for free this Christmas should you be open to giving us a second chance to show you that normally our orders go ahead in a stress-free manner. There is a note on your account so just get in touch by email or phone should you wish to take us up on the offer. Once again Richard please accept my apologies for what has happened and do let me know if you would prefer the refund by cheque or bank transfer. Kind regards, Veronika”

Posted 7 years ago

“We are a primary school in north Essex and ordered two trees for delivery ready for our Christmas Bazaar, Carol Concerts and Christmas services. We placed our order on 14th November for delivery on 24th November. We sent a cheque for the full amount on 15th November. From 17th November through to 21st November we received repeated emailS informing us that without payment there would be no tree. I called on numerous occasions but nobody from the accounts department would speak to me. To ensure that 240 children were not disappointed we cancelled the order and purchased the trees from a local garden centre. I then received an email from Ade who informed me that their system had been a bit over zealous in sending out payment reminders and in fact our cheque had been received and banked!! Ade was apologetic and informed me that a cheque would be forthcoming to reimburse us. Since then I have been chasing for our returned payment. I have had communication with Ade, Shiven and most recently Allan. All have assured me that they would chase the cheque, Shiven took our bank details and promised a bank transfer. So far on 1st February 2017 some 10 weeks since I was promised a return of payment, 20+ emails and so many phone calls I've lost count still nothing. I am very disappointed by the whole experience and question whether we will ever see our money again. Using Pines and Needles has been a very costly exercise both financially and time wise. Their communication and customer service is non existent and they do not appear to have any system in place to escalate complaints. I have been told when requesting to speak directly to the accounts department that "they're too stressed out and if I ask them to speak to you they will go mad at me"!!”

Posted 7 years ago

“They do not deliver what you order. No Kilt. Just hoodies and tracksuits. Average tree. The collection service was a nightmare this morning. The customer services person was rude and defensive and seemed totally hacked off with my even phoning. I seriously regret using these people. Anyone can have a fancy website, it's what's behind it that counts. In my head now is a yard with trees a small office and one person fielding calls with their mates delivering trees. VERY UNIMPRESSED”

Posted 7 years ago

“False advertising at the point of sale. We bought the tree from their location on Brick Lane, a 5mins drive from our place near St Katherine's dock. At the point of sale, I was told because We live close by, after we were finished with the tree in January they would offer a free collection service. I was given a piece of paper with a telephone number to call and a code on it that I could quote. The code was linked to my contact details and home address. I called the number when I wanted the tree to be picked up. The gentleman at the end of the phone not only claimed he couldn't find my details on, but -also claimed thier salesman must have been lying to me, as they don't offer a free collection service - even for 'local residents'.”

Posted 7 years ago

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Pines and Needles is rated 4.2 based on 2,473 reviews