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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

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

“Little bit heartbreaking honestly, we used these guys a few years running with no problems. This year we go back and the tree prices have jumped 25%, tough but we can roll with it, we pick a tree and get it ordered home. It's been in place (watered and the right temperature) for a week and is on its last legs. I knocked a bow placing a present today and almost a 3rd of the needles just tumbled onto the package. Sturdy branches are no longer springy enough to hold up even lightweight ornaments, the whole thing is on its last legs. For 100 quid its infuriating, and the whole thing sort of becomes a sad metaphor for the festive period. Just looking at it I worry about it surviving till Christmas let alone to the 12 night. Last time we go here for an overprices corpse.”

Posted 4 months ago

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

Posted 4 months ago

“buying the tree was a lovely experience with friendly and helpful staff. The delivery of the tree was also a lovely experience with lovely and helpful staff. We paid £65 for the premium tree removal service. In previous years the staff carefully wrapped all the decorations in paper and stored them in a box along with the lights and ribbons that were carefully wound up. This year the decorations were all stuffed into a bin bag with some of them broken and the lights and ribbons were stuffed into a separate bin bag in a tangled mess. Took us hours to reorganise everything and when we complained we got a refund of £30 and an apology. A lovely experience ended up being tarnished at the end. I wouldn’t recommend the premium tree removal service”

Posted 1 year ago

“I've been ordering trees for over 3 years - have always been extremely happy! This year I also ordered tree removal which was supposed to get out the treen and clean up the mess. So the latter part, cleaning, wasn't done as we didn't have a groom and workers weren't supplied as well. So we were left with a huge pile of needles on the carpet, which took us more than 3 hours to clean!”

Posted 1 year ago

“They put the base of the tree on the velvet couch, marking it. They tried to leave without clearing up the needles, which was part of the service I had ordered.”

Posted 1 year ago

“Driver has delivered the last tree they had in the van, which had some of branches trimmed, and huge gaps on one side, which we noticed after they left. Support never responded despite their claims of 48 hours replacement”

Posted 1 year ago

“Bit disappointed this year having used lines and needles regularly for years. Ordered a 6ft tree. I was given a time window of 9-5. It didn’t arrive till nearly 6 and I couldn’t see where on the map the driver was so I was stuck inside all day. Obviously trees will vary slightly in size but when it arrived it was enormous. Well over 7ft and too big to fit in the space. I had to exchange it. Be warned if this happens to you instead of exchanging it for free I was charged again for another delivery despite the fact that I hadn’t got what I ordered (a 6ft tree).”

Posted 1 year ago

“We ordered our tree through Pines and Needles again this year because we had such a great experience last year - our tree was stunning and the service was excellent - truly 5 star with no complaints. However, this year I must say hasn’t been quite on par; our tree albeit a different type to last year, just doesn’t have the same wow factor as the one last year. But to be honest the main reason why could be that when it arrived not only did one of the big branches at the bottom snap off (and we’ve had to tape it together to keep the fullness down there) but the top of the tree was also snapped off and so we don’t have anywhere to put the star! Not quite what I was expecting, considering the price paid for the actual tree but more so for the delivery - which is where I presume this tree was damaged. Not ideal and not likely to use Pines and Needles again unfortunately.”

Posted 1 year ago

“Unfortunately I had to cancel my order as website misleading”

Posted 1 year ago

“Not bushy at all, the worse tree I have ever had (I buy real trees every year). I was very disappointed and not planning to buy another tree from pines and needles next year.”

Posted 2 years ago

“I was delivered a Fraser Fir tree, which was not what I had ordered. It only became clear I'd been delivered the wrong tree after I had decorated it, and while I was offered a replacement I didn't have the inclination to strip the tree and decorate another one. The tree I did get was very dense, with tight angled branches which made it difficult to decorate. Despite keeping it in water and topping it up regularly, it shed a lot of needles and was close to bare in some parts by New Year.”

Posted 2 years ago

“Really rubbish tree! Dripped pines as soon as it arrived. Excellent couriers Best wishes”

Posted 2 years ago

“Driver turned up without equipment, and did not apologise. House was left a mess. Would not use again”

Posted 2 years ago

“I ordered a 5 foot tree and a stubby 3 foot tree was delivered. Expensive service”

Posted 2 years ago

“I bought a 4ft tree with a small stand and installation. After a few attempts the guys were able to make it stand up. However the stand is clearly too small and the tree keeps falling down almost every day breaking the ornaments. This is a very expensive service ! I expected more !!”

Posted 2 years ago

“Service was great but the tree was of poor quality!”

Posted 2 years ago

“Disappointed . Absolutely froze as the Payment terminal did not work at Kenwood for 45 minutes. Wrong delivery day booked. No details of a time slot on correct day ! Charged to put tree in stand.”

Posted 2 years ago

“We ordered a 4ft Nordman, which was duly delivered on the right day and is a very nice tree. However, on taking off the plastic wrapping we discovered that on one side of the tree the lower branches were all covered with mud, and we had to remove them, and then remove the corresponding branches on the other side so that the tree did not look lopsided. Then we had to clean up all the mud from the floor. We would be very wary of having a tree delivered again, we have always bought them in person before from Pines and Needles.”

Posted 2 years ago

“Tree was delivered on November 29th and I don’t think it will make it to Christmas. Upon delivery it she’d so many needles that no amount of watering since has kept needles attached. It’s also really gappy with large spaces between branches that I’ve tried to hide with decorations. Total rip off for £100 as it’s such a bad tree. To add to that after it was delivered I got a weird call from their customer service saying that the driver had told them I bought something (no idea what) and I owed them money?! Wouldn’t buy from this company again and wouldn’t recommend to anyone.”

Posted 2 years ago

“Better customer service needed generally. A couple of people were genuinely trying to resolve a situation gone very wrong on their end (out of stock tree, wrong tree delivered, delivery delay of 2+ days), others did not seem to be able to put themselves in their customer's situation and lacked empathy. Retooling recommended - conflict resolution and customer service. Disappointed overall this year and put two stars for the three persons who were kind.”

Posted 2 years ago

“Hello I really like your company and bought my tree from you last year. This year the delivery and tree are fantastic however there is a big issue. There were hundreds of ants on the tree and they have climbed up our walls. I am continuously hoovering them off the walls and ceilings. Please tell me what I can do to resolve this”

Posted 2 years ago

Dear Customer, Thank you for your enquiry. As our trees are naturally grown products we cannot guarantee them being without insects as we avoid using harsh agents. We will forward you onto to the customer service team who will be in contact to either rebook another delivery for you and remove the tree you have if that is what you would like. We would recommend taking the tree outside and letting the ants out.

Posted 2 years ago

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