Pines and Needles Reviews

Name: Pines and Needles
Rating: 4.20

4.2 Rating 2,524 Reviews

68 %

of reviewers recommend Pines and Needles

4.2

Based on 2,524 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 76%
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

“The journey that commenced as a hopeful investment opportunity took a sharp turn towards devastation, resulting in a loss of $97,100. Discovering that I had fallen victim to a scam left me grappling with a mix of emotions - embarrassment, anger, and a sense of uncertainty regarding my next course of action. Amidst my quest for a remedy, I stumbled upon RANGEPRO.ORG, a company that initially gave me pause. Their professionalism, however, shone through brightly. Right from the start, their team treated me respectfully, articulated the recovery process in a transparent manner, and steered clear of making any grandiose pledges. Their consistent communication and efforts to keep me informed throughout the process were a reassuring presence. To my pleasant surprise, their endeavors bore fruit by successfully recovering a sizable portion of the funds I had previously deemed lost forever.”

Helpful Report

Posted 2 months ago

“Thankful l got redeemed with the help of TheresachinRecovery INC”

Helpful Report

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 7 months 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 7 months 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 8 months 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 8 months 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 1 year 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 1 year 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 1 year 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 1 year ago

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

Posted 1 year 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 1 year ago

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

Posted 1 year 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 1 year ago

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

Posted 1 year 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 1 year 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 1 year 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”

Helpful Report

Posted 1 year 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 1 year 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.”

Helpful Report

Posted 1 year 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 1 year 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!”

Helpful Report

Posted 1 year 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 1 year 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.”

Helpful Report

Posted 1 year 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 1 year ago

Pines and Needles is rated 4.2 based on 2,524 reviews