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

“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

“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

“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

“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

“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

“Bought 10' tree and base at Battersea Park store. Tree not delivered by latest time quoted and when it finally arrived, they had forgotten the base, so couldn't take delivery. Driver said that he had several deliveries that day where the bases had not been loaded. Asked next day if they could redeliver within a 2-hour window but they said that they could not do that, and I was not prepared to spend another 9 hours at home waiting for the delivery. They were not prepared to do this, despite huge inconvenience caused the day before.”

Posted 3 years ago

“Convenient, and great service. Ask for Denzil - he's your Xmas tree hookup!”

Pines and Needles 5 star review on 21st December 2019

Posted 4 years ago

“The worst and saddest Christmas tree we have ever seen. We ordered a small tree for 80£ (tree plus delivery costs). But what we got was a branchless and needless small something. Half the tree had not braches and the other half (20cm) was deformed. The whole tree was 60£. Shocking! Customer service has agreed to collect the tree and to issue a full refund. So far they have collected the tree but now they are insisting on a exchange which was not what we agreed. Their account manager (Nelia Fernandes) is extremely unprofessional. This is the second disastrous experience with this awful company that is why we don't want an exchange. Avoid this horrible company at any cost!”

Posted 4 years ago

Dear Customer, Apologies for your experience. A team member will be in contact today to rectify this and give you a full refund. Our products are natural so we cannot control shape or freshness time frames hence we have policies in place to offer replacements and refunds.

Posted 4 years ago

“Got 2 lovely trees from wendover woods today a nice 11 foot and a small 4 foot, both fit the house perfectly! Thanks to Ben and Archie for the help. Many thanks”

Posted 4 years ago

“Just bought a lovely 7 footer - Nordman Fir - Ben was very helpful and patient as we choose the perfect tree for our family home.”

Posted 4 years ago

“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”

Posted 4 years ago

“Imagine this - Christmas morning, Archibald and Araminta have just woken to the smells of Marks and Spencers spiced triple baked gluten free minced pies and they exhault (very politely) about just how bloody good Christmas is. As they leap out of bed they rush to see just how spoilt they have been, with 'Minty' still adament that "If Mummy and Daddy haven't got me another pony then I'm reporting them to childline". As you put the free range Turkey into the Aga a horrifying shriek pierces the air of your 15th Century Surrey retreat (the one that you regularly brag about to your 'mates' at yoga). The noise is coming from the drawing room so you and Richard (you love him but hes just not quite lived up to your expectations monetarily and sexually) rush to the scene of the apparent crime. One voice has become two as Archie wails at the sight before him. A fake tree. In one fell swoop Christmas is ruined. The children vow that you are not their real parents and this reminds Richard of the truth behind that 'one' mistake that happened on your 10th year Uni leavers party. Yes Minty appeared 9 months later but hes still the 'real' father. As such 'Dickie' turns heavily to drink throughout the morning and the children are sobbing down the phone to either childline or the grandparents, you're just not sure. By midday you have accepted that Christmas is over. To add insult to injury The turkey was eaten by a combination of a ruthlessly drunk Richard and Percy your black lab and as such the inlaws have gone, like the inheritance, to Hugos. In short, your kids hate you, your husband has been reminded of you infidelity and the money has gone. But you awake and realize that you bought your real and bushy tree from the team at Pines and Needles, who have excellent trees and customer satisfaction, not to mention 10% off for armed forces. Disappointed only by Richards amorous activities the night before you awake for Christmas knowing its all in hand and it was all just a dream. But not the tree, that's alive, real and the best money can buy.”

Posted 5 years ago

“Have placed order since 2012 - if it were not for the quality of the merchandise Then the first order would have been the lat! Each year the customer service shown has been dismal. If you are prepared to be stressed, frustrated and are willing to undertake frequent phone calls/ emails to obtain your festive garlanding then this is the company to use”

Posted 7 years ago

“Awful - delivery driver threw the tree into our hallway resulting in snapping the top branches of the tree.”

Posted 7 years ago

“We are delighted with our tree and especially the customer service we received from Troy. He offered to take it to the car for us but we said we were going to carry it home as it wasn’t very far for us to go. He then proceeded to offer to carry it to our house! We didn’t take him up on the offer but it was very much appreciated. Merry Christmas Troy and God bless you and yours this Christmas time 😊”

Posted 4 months ago

“Superb service at Beddington Park from all the guys, I was served by Kani who was fantastic - helped me chose a great tree within my budget, trimmed the lower branches and carried it to my car. Friendly, helpful, professional and polite - top service all round, well done!”

Posted 4 months ago

“Bought a beautiful Christmas tree, great service from Troy from Beddington. Very helpful and kind. Merry Christmas.”

Posted 4 months ago

“Troy-Beddington, the service provided by him was superb. He was very polite and helpful and would definitely recommend buying your Christmas trees there. Thank you Troy”

Posted 4 months ago

“Troy in Beddington, Carshalton provided a great service. Thanks to him for engaging our 10 year old in the tree buying process! Great tree, great service. Thank you”

Posted 4 months ago

“Brilliant service, thank you Troy - five stars my son was very happy to help wrap our tree!”

Posted 4 months ago

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