Login

Start Free Trial Are you a business?? Click Here

Are you a business?

Terms & Conditions

User Privacy Policy

Business User Privacy Policy

Data Protection

Pines and Needles Reviews

4.2 Rating 2,466 Reviews

68 %

of reviewers recommend Pines and Needles

Company Reviews

Product Reviews

4.2

Based on 2,466 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

Write Your review

Tell us how Pines and Needles made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“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”

Posted 10 hours 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.”

Posted 12 hours ago

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

Posted 5 days 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!!”

Posted 3 months 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 3 months 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.”

Posted 3 months 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”

Posted 4 months ago

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

Posted 3 months 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”

Posted 4 months ago

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

Posted 4 months 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.”

Posted 4 months ago

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

Posted 4 months ago

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

Posted 4 months 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 4 months ago

“We used your company last year and all good so used them again this year. You delivered 3 trees to different sites but did not decorate them. Tried to call customer services on numerous occasions and no response, just listening to Xmas carols. We also emailed and no response. Looking at reviews now we see we are not the only ones having issues this year. Seeing as we paid £450.00 per tree it is unacceptable to be treated this way. ORBITON ESTATES”

Posted 4 months 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 4 months ago

“I was due a delivery of a 10 ft tree and n Friday. No tree arrived. I haven’t had an update from anyone cannot get through to customer service. It just plays Christmas carols at you. I have paid over £200 for a tree that I don’t have and am unsure when I will receive it.”

Posted 4 months 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 4 months ago

“We bought a tree from this service for a few years and had no problems in the past. This year has been a disaster. The tree didn't show up after waiting all afternoon and evening (as shown in the pic). The next day Callum messaged saying it would be delivered yesterday. It wasn't. No communication after many messages. Avoid!”

Posted 4 months ago

We’re terribly sorry you’ve had this experience. We had delivery issues on this day. Could you let me know if your order has been delivered? Thanks

Posted 4 months ago

“Possibly run by 20-somethings without a clue about integrity. If there was zero stars that is what I would be selecting. Opening times on website say 8am opening on Sunday. No one there. We waited until 8.40 in the cold, but had to give up as have commitments to be elsewhere. Three people also came at 8am - their story was that all three had purchased a tree yesterday for delivery yesterday afternoon. This firm didn't turn up and didn't contact them. Avoid this firm - their are plenty of others in the market.”

Posted 4 months ago

We’re terribly sorry you’ve had this experience. All our Store managers have been instructed to strictly adhere to the opening and closing times of our stores.

Posted 4 months ago

“I am absolutely disgusted with the service I have received today from Pines and Needles. Having used their services for the past 5 years or so and always being extremely happy with the trees I've had delivered, today has been disgraceful. Early this afternoon my wife rang their customer services to enquire if they could check on the delivery of our tree today, which we ordered back in September. They checked and said it had been collected by the courier and was on its way to be delivered. We also asked for the tracking number for the courier and was given the information. A few hours later we contacted the courier to ask when it would be delivered and was told it hadn't been collected and it wouldn't be here until at least Monday! So my wife rang Pines and Needles back and was told nothing could be done. She pushed further and was given a 50% refund and it was explained that the reason was because we live so far away!! So why offer nationwide delivery! She requested he email to confirm the refund but this never arrived. I’ve ended up paying over £115 and have nothing to show for it.”

Posted 4 months ago

“If I could leave no stars I would. No tree delivered, cannot get through on the phone says mailbox full - no reply to emails or on live chat. Took money and no tree and no way to contact - scammers - avoid!”

Posted 4 months ago

We’re terribly sorry you’ve had this experience. Unfortunately, we had delivery issues on this day.

Posted 4 months ago

“The tree would not fit into stand so bought another stand and still didn’t fit. Seemed to be because the trunk was not straight. So had to lean on window to hold it up. Needles all over floor from day 1 . Worse tree I have ever had”

Posted 1 year ago

“I paid for indoor pickup service. Every year previous, they've come in, carefully put a blanket down, chopped up the tree, then wrapped it up to prevent damage to the house. Any leftover needles were swept up. This year, none of that. The tree was scraped through the house past walls and doors, leaving marks every where, dropping piles of needles. None of it was cleaned up. I called to complain, customer service did nothing.”

Posted 1 year ago

“I have order a Christmas Tree for 80£ including delivery, at the beginning of December and it was never delivered. I was promised to be refunded and they sent me 9.68 pounds back. It's just a joke. Their explanation is, that the tree was delivered, which is not true! Very disappointing experience 😞”

Posted 1 year ago

“Great delivery etc. wilted in 2 weeks. Very disappointing”

Posted 1 year ago

“I would say it’s the worst tree I ever bought. It wouldn’t stand up straight without falling over. Thought it was the stand and bought another for 100 but still kept falling. Slightly brown and non fall tree needles everywhere from the first day. Terrible tree. Had to lean against the window to stand it up . Really dodgy set up with small children .”

Posted 1 year ago

«
1
2
3
4
5
»

Pines and Needles is rated 4.2 based on 2,466 reviews