Pines and Needles Reviews

Name: Pines and Needles
Rating: 4.20

4.2 Rating 2,557 Reviews

68 %

of reviewers recommend Pines and Needles

4.2

Based on 2,557 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 73%
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

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

“Unacceptable ! The removal team damaged the Xmas lights when undressing the tree, Pine and Needles refused to compensate promptly despite multiple phone and emails chasing. Paid total over £400 for tree, delivery, undress and removal, ie the total package! Overall okay until the last step during tree removal . Sent 2 inexperienced people over not knowing what they need to do, with inadequate tools, and they cut the branches before taking the lighting off, warned them but they still do whatever they want . Called the company immediately but no one answer . Send emails but no one willing to take responsibility promptly . 2 staff ignored emails already, they said they will only compensate if we purchase for 2026! Not reasonable.”

Helpful Report

Posted 4 weeks ago

“I’ve been waiting at home all day and my tree still hasn’t arrived. With 90 minutes to go, I called the main phone number - all options went straight to voicemail, as well as the number of my local store. On calling my assigned driver (Michael), he feigned ignorance and said he wasn’t working today and proceeded to deliberately put the phone down on me. He’s now not picking up any of my calls. Horrendous service. Only time will tell whether I receive my tree or not…”

Helpful Report

Posted 2 months ago

“Tree was perfect, so why the 1 star review you may be asking. Well £35 paid for delivery only for the tree to be literally dumped outside our block of flats on the street with no notification as to it being delivered. Phoned pines and Needles only to be confronted by rude employee who insisted it was no concern of theirs, even though I had paid them as the retailer who organised the delivery. I'm still waiting a response as to some form of partial or full refund on delivery charge. For this reason and this reason alone I will not be buying from them again after many years of doing so.”

Helpful Report

Posted 2 months ago

“Never turned up. Waited all day, despite receiving email confirming they would turn up. Texted driver at 5pm to confirm they were coming. Never heard anything back.”

Helpful Report

Posted 2 months ago

Hi Jonathan. We’re really sorry your delivery didn’t arrive within the booked window. Our teams overran on the day and your slot was unfortunately missed, which isn’t the level of reliability we aim for. Your tree and wreath were delivered shortly after and left in a safe place, and we’re glad you’ve since confirmed you’ve received them. Thanks for taking the time to share your feedback.

Posted 2 months ago

“Total scam! Avoid! Ordered a £100 tree and they delivered the wrong one, so big we couldn’t move around it. The replacement was is so scrawny and pathetic that the thin trunk won’t stand up in our stand and the tree falls over. Can’t get through to customer service after more than one hour on hold. Will never use again. AVOID!”

Helpful Report

Posted 2 months ago

Hi Andreas, Sorry to hear about your experience. This clearly fell short on several fronts and we understand your frustration. From what we can see, you received the wrong tree twice and then struggled to reach us on a very busy weekend. That’s not the standard we aim for. Our team should have delivered the correct Fraser Fir first time, and the replacement should have met expectations. We also should have been easier to reach. We’re feeding this straight back into our operations. We’re increasing driver training on product checks, improving how replacement trees are quality-checked before they leave the yard, and strengthening how calls are handled during peak days to reduce wait times. We’ll contact you directly to resolve this properly and make sure you’re looked after. Thanks for taking the time to share your feedback.

Posted 2 months ago

“What a disappointing experiences with Pines and Needles. I had a booking for tree delivery and light installation between 8am-1pm, for months in advance, and planned a tree-trimming party for that evening. At 10am on the day of delivery , I received an email noting that the tree would be delivered as scheduled but light installation would be carried out by a separate team "later today" - no timeframe given. When I replied indicating the time-sensitive nature, no one responded. I called and was told the window for lights was 6pm-10pm. When I explained this was not going to work and asked to speak to a manager, I was disconnected. When I called back, no one would answer my calls. I highly recommend avoiding using them - they don't seem to care about their customers.”

Helpful Report

Posted 2 months ago

Hi Kelly. We’re really sorry to read this. Your delivery and lights installation should have been handled within the timeframe you booked, and you should have received clear updates and support when you reached out to us. That didn’t happen here, and we understand how frustrating that must have been, especially with plans already in place for the evening. On the day, our teams were managing an unusually high volume of installations, and your booking wasn’t routed as it should have been, which led to the late lights installation. This isn’t the level of reliability or communication we aim to provide. We’ve reviewed what went wrong with the team and are working to ensure this doesn’t happen again. Thanks for taking the time to share your feedback.

Posted 2 months ago

“Waited in all day for a tree collection only to be told by Pines and Needles it had been collected! It has not. They will not schedule a further pick up and have not refunded my money. I am left with a 7ft Christmas tree in my living room and cannot speak to anyone. Emails just going unanswered. Awful customer service.”

Helpful Report

Posted 1 year ago

We are really sorry this happened, it has been picked up by customer service and we are returning to fulfill the job today.

Posted 1 year ago

“We have received a wreath that looked nothing like the one on the picture - instead of lovely delivmcate blue flowers to be attached to the wreath (as per the picture) we received very basic plasticky blue roses on the wreath that looked fit to be out on a cheap cemetery wreath. Honestly all the visitors that day just turned their heads (my partner put it on the door when it arrived without me seeingit) When I saw it I was so embarrassed I immediately cut those horrendous cheap roses from the wreath.. and added my own decorations. Sincerely disappointed to have spent 50 gbp on this. Honestly so disappointed…”

Helpful Report

Posted 1 year ago

Dear Marianna, We are very sorry that you had this experience. If you contact our customer services team they will issue a new wreath for you.

Posted 1 year ago

“Absolute charlatans that took my money and ruined Chris by not delivering the tree. Do not use these guys!”

Helpful Report

Posted 1 year ago

“The tree was wonky and the length delivered wasn't what we had ordered”

Helpful Report

Posted 1 year ago

“Terrible tree. Had to ask for a refund. I did not accept the tree when it was delivered. And I tried to ask for a refund. Trying to talk to Simone on the phone was almost impossible. I will never use this company again. I am still waiting for my refund.”

Helpful Report

Posted 1 year ago

“I ordered a Xmas tree removal and your delivery guys dumped it on the street outside my house. the P&N people on the phone did sort it out quickly though. But yeah, not great”

Helpful Report

Posted 1 year ago

“Terrible quality. Started to shed needles within a few days of arrival and was dead well before Christmas. Pines & Needles would not take back the tree / replace it, and said this happens occasionally. It has happened to us in 3 out of 4 years that we bought a tree from them. Never again. Would not recommend.”

Helpful Report

Posted 1 year ago

“The tree lasted 3 weeks then wilted which is ok but not great. Would never go there again.”

Helpful Report

Posted 1 year ago

“Ordered and paid for a tree with delivery. Stayed inside from 3-10pm missing a client dinner waiting for the tree with NO DELIVERY!! I was given NO updated delivery after many attempts and suddenly it was delivered the following night and DUMPED onto the pavement outside our house when noone was home! The public had to walk around the tree as it was dumped! I chased them up saying it was a health hazard leaving a tree when noone was home, they then collected it past 11pm ( we were out- a neighbour informed us) I WASTED days and HOURS trying to get a refund!! Apparently and suddenly "nobody" could find my payment details! although money was taken straight out of my account on the day I purchased. Have never experienced such poor customer service. AVOID THIS BUSINESS. Sad, as I have bought in the past here- but NEVER again!!!!! There are plenty of other places to get a tree!!”

Helpful Report

Posted 2 years ago

We are sorry to hear this and will look into it. Please let customer services (team@pinesandneedles.com) know what date this happened along with your invoice number. Thanks

Posted 2 years ago

“Bought a 5ft (min height) pot grown Fraser Fir. Delivery was 24 hours late and only arrived after I chased it. Tree was no more than 4ft 6 and clearly isn’t ’pot grown’. It’s a field grown tree that’s had its roots trimmed and been crammed into a pot. Although it’s been properly repotted since it arrived,I don’t expect orbit thrive. Very disappointed.”

Helpful Report

Posted 2 years ago

“Ordered a small led lit tree waited ages for it to arrive. Emailed and rang but response not very helpful. When it arrived it looked cheap and tatty. When we plugged it in it didn't work. Now l have to work out how to return it. Would definitely never order from here again”

Helpful Report

Posted 2 years ago

We are sorry to hear this. Please email customer services at team@pinesandneedles.com to arrange a replacement item or a refund.

Posted 2 years ago

“If I could give them 0 stars I would. We have used Pines and Needles the past few years for delivery and they were great. This year was a disaster and I will never use them again. We ordered 2 trees (1 potted, 1 7 ft) both arrived and were completely misshapen and so warped you couldn’t hang ornaments on either. After trying for hours to get a hold of someone through customer service (after multiple phone calls and hours on hold) I was told I would have to wait two days (they couldn’t accommodate my schedule I had to totally rearrange mine to get the trees in a timely fashion) before they could deliver a replacement and I was assured that it would be quality checked. When the two new trees arrived the potted tree was fine but the tree which was supposed to be 7 ft was actually only 156 cm!! Furthermore, I had paid for installation and the delivery guys refused to do it until they spoke with a supervisor. Regardless, I refused the tree and I am now fighting to get refunded since they said they’re “backed up”. I was a loyal customer before after but this experience, where there is no effort made to fix the situation and the drivers are rude or don’t show, is unforgivable. We have since found another London-based provider that was a delight to deal with and got a beautiful tree installed the next morning. Stay far away from pines and needles”

Helpful Report

Posted 2 years ago

We are terribly sorry you've had this experience, our customer service team is working hard to resolve this issue.

Posted 2 years ago

“Went to one of their locations, picked and paid for a tree and paid for delivery which was for the next day. Next day I waited till 10pm and there was no delivery. Messaged them through their app that was supposed to show tracking and info about the delivery - no response, emailed them the next morning - no response. Tried to call and after selecting customer service on their phone line i was responded to very rudely telling me to email a customer service email address (what is the point of a customer service option on your phone line if you won't take any cs questions on it?). Emailed again and many hours later received a confused email response saying they are trying to find us "a" tree. They've clearly sold on the tree we picked and happily pocketed the money. Will never use again. And will be reverse charging the payment with my bank as they are clearly too incompetent to process a refund.”

Helpful Report

Posted 2 years ago

We’re terribly sorry you’ve had this experience. Our customer service will refund you for this order.

Posted 2 years ago

“My delivery has not arrived yet, it is 5 days late and I have not been sent any tracking info or explanation.”

Helpful Report

Posted 2 years ago

We’re terribly sorry you’ve had this experience. Our customer service is working hard to resolve this issue. Please email customer services team@pinesandneedles.com.

Posted 2 years ago

Pines and Needles is rated 4.2 based on 2,557 reviews