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

“Great service, beautiful tree. Delivered by men in kilts.”

Helpful Report

Posted 8 years ago

“Amazing beautiful trees and first class service . Juan montt helped us pick our tree , he was a pleasure and very informative and also and big hit with my daughter .”

Helpful Report

Posted 8 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!”

Helpful Report

Posted 8 years ago

“I made a mistake with the address, however the delivery driver Marius was very patient and a few phone calls later the tree was delivered and decorated. Looks fantastic, very pleased I would recommend Pines and Needles.”

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Posted 8 years ago

“Extremely professional, prompt, thorough.”

Helpful Report

Posted 8 years ago

“Used last year. Amazing service.”

Helpful Report

(Beckenham Green BR3 1BL) - Posted 8 years ago

“Pines and Needles were brilliant! Juan Montt helped us pick a beautiful 9ft tree (and then helped us pack it by himself)! No mean feat. We’ll definitely be back next year.”

Helpful Report

Posted 8 years ago

“Shout out goes to Allen. Awesome guy. Delivery guys who had yo return my pathetic 4ft and replace with a 6ft were super helpful too. I've used you guys for years and couldn't recommend enough. You give me an awesome Xmas”

Helpful Report

Posted 8 years ago

“Been using these guys for years. Never disappointed. Exceptional people and importantly great trees.”

Helpful Report

Posted 8 years ago

“Ive used pines and needles for years and they are amazing! I was worried at first because we have three cats (all of which love to climb trees) and even they can’t damage the product. I’d never go anywhere else!”

Helpful Report

Posted 8 years ago

“Allan was so great in assisting me in deciding what tree would be best for our company and helped at every point. We had a slight problem paying, however, he was so great in helping fix the website quickly”

Helpful Report

Posted 8 years ago

“Following my previous reviews I am pleased to report that thanks to Louis at Pines and Needles our refund has now been paid, our tree order for this year will be complimentary and he is even throwing in 2 free stands. So things are certainly looking up!”

Helpful Report

Posted 8 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.”

Helpful Report

Posted 8 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”

Helpful Report

Posted 8 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"!!”

Helpful Report

Posted 8 years ago

“Further to the review I posted last week regarding my poor experience with our Pines and Needles tree, we have been offered a tree next year, free of charge, by way of compensation. This is a satisfactory resolution to our complaint and we are grateful for the offer. I am sure that if we had contacted the company as soon as we began to experience problems we could have had a replacement. Here's hoping we are in a position to provide a glowing review this time next year.”

Helpful Report

Posted 8 years ago

“Great tree, arrived within the time allotted. Great communication on the day and before. Great pick up. Tree was still fresh after three weeks. Have used them for very many years as they are consistent. Congrats to the company and team.”

Helpful Report

(Beckenham Green BR3 1BL) - Posted 8 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.”

Helpful Report

Posted 8 years ago

“Good range of delivery slots, delivered a great tree on time, collected it on time with minimal mess. Drivers are always pleasant.”

Helpful Report

(Beckenham Green BR3 1BL) - Posted 8 years ago

“Initially disappointed when tree arrived due to height. Pines and Needles acted very promptly and replacement arrived the next day. Tree taken down on time and all as promised on website. Would recommend to others.”

Helpful Report

(Beckenham Green BR3 1BL) - Posted 8 years ago

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