Pines and Needles Reviews

Name: Pines and Needles
Rating: 4.20

4.2 Rating 2,522 Reviews

68 %

of reviewers recommend Pines and Needles

4.2

Based on 2,522 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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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Tree arrive damaged, Customer service goes to answerphone, answerphone mailbox is full….”

Helpful Report

Posted 3 years ago

“Beautiful tree and great service by Patrick at the Clapham location”

Helpful Report

Posted 3 years ago

“We ordered at 10ft tree and received a 12ft which did not fit in the stand and was to tall for the apartment. The delivery team was of no help, they said they have to keep going. Trying to reach customer service (call, email, Facebook, Instagram) no answer at all. Very disappointing and frustrating, very bad experience”

Helpful Report

Posted 3 years ago

“I bought a Christmas tree for our office today under peer pressure. I had strictly said that Christmas music and decoration did not start till December 1, at the earliest. But I went to the Barnes Pines and Needles and met THE ACTUAL spirit of Christmas - he is called Miles and he undoubtedly works for the big man himself up in the North Pole (I imagine he is also feeding into the nice / naughty list so take note.). He not only pushed me to aim higher, literally and figuratively by suggesting a bigger tree, but he also advised on lights, wreaths and general Christmas cheer. HIGHLY RECOMMEND you go and visit Miles, this man knows his way around a Christmas tree”

Helpful Report

Posted 3 years ago

“Ordered 2 trees with this company spent quite a lot of money on the service that was promised to be simple and easy, turned out to be anything but they got the addresses mixed up even if I highlighted it when I placed the order and was reassured it was resolved and corrected day delivery should have happened no tree as it was being delivered the wrong address. The lines to their office are not being answered then it tells you to leave a voicemail but the voicemail is full. Eventually spoke to the driver who arranged for someone to call me explained the situation and was informed I would be called back. I was then called back by the rudest rudest person I have ever spoken who im 99% sure was who I placed the order with I am still shocked at how she spoke to me as a customer done little to help and basically spoke down to me as if it was an inconvenience she got the order wrong in the first place. The delivery of the tree then had to be rearranged and the install time was only till late at night as it was an office it was impossible to have someone waiting about till 10pm at night when I i9nformed her of this again her reply was it was not her problem and it was all she could do after insisting I was informed they would refund but had to wait 14 days. I would never use this company again and definitely would not recomend them.”

Helpful Report

Posted 3 years ago

“Mackenzie at the Notting Hill store was great!! He was very helpful and polite. Will be coming back next year for sure! One happy customer.”

Helpful Report

Posted 3 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”

Helpful Report

Posted 3 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 3 years ago

“Wrong tree delivered, cheaper one than I paid for. 20 calls to customer services since yesterday, also email/message/social media posts sent by me but no response.”

Helpful Report

Posted 3 years ago

“Great tree - we usually buy from Pines and Needles most here. The comms around delivery were not great (and could not contact customer service due to them being too busy). But we did end up getting out tree in the allotted time slot and very pleased with the quality and size.”

Helpful Report

Posted 3 years ago

“Appalling and disappointing I have used this company in the past and they were amazing but this year the service level has dropped drastically. From the moment he entered, the delivery guy MDH was so unbelievably rude and arrogant. He was actually rolling his eyes when I was talking to him. One of the three trees I had ordered was way too wide for an area so I asked if he could cut back a couple of branches and was told he was not allowed. Another tree is leaning to one side but was told that’s how trees are! I noticed when he left that we are missing an entire box of decorations. I have tried emailing, calling, left a voicemail, WhatsApp but can’t get through to anyone that can help. (Note: the other delivery guy, William, I think, did make an effort but MDH even snapped at him for trying to help!).”

Helpful Report

Posted 3 years ago

“I had to cancel my order and it was dealt with swiftly and professionally. I will use this company next year!”

Helpful Report

Posted 3 years ago

“Helpers Eva and Josh gave us a fantastic friendly service and helped carry the tree to the car. Thank you so much”

Helpful Report

Posted 3 years ago

“Thanks Max,Max & Seb at Richmond Pools on the Park for helping me with my Christmas trees.”

Helpful Report

Posted 3 years ago

“Ordered 4 trees and accessories in October to be phoned the day before delivery that many items are out of stock and will not be sent. Checked on their website and you can still order these products. Tried for hours and hours to contact them and they never answer the phone. Please avoid if you want a stress free Christmas.”

Helpful Report

Posted 3 years ago

“I went to Fulham Pines and Needles (North End Road) and Gus was very helpful. He knew exactly where to locate the perfect tree after I told him my requirements. Lovely guy and great smile too!”

Helpful Report

Posted 3 years ago

“I had been a loyal customers for 6 years, but have to say this morning's delivery was utterly disappointing... I had to send the delivery guys away with the tree as they were not able to install it properly, and customer service is unreachable!”

Helpful Report

Posted 3 years ago

“It’s not my first time ordering from P&N but this time unfortunately, I’ve received the wrong tree. Paid for a big one and received a smaller one. Can’t get hold of them on the phone :(”

Helpful Report

Posted 3 years ago

Hi Ikram, Apologies it is very busy this year but we will ensure you get the right tree as soon as possible. We will forward your invoice to the team and they will be in contact soon. They will rearrange another delivery for the correct tree.

Posted 3 years ago

“Bought 2 trees at Richmond Pines and Needles. Josh was so helpful, helped give tree advice showed us plenty to choose from, carried them, chopped the bottom off without being asked. All round great experience. Thanks Josh, we’ll be back next year!”

Helpful Report

Posted 3 years ago

“Fantastic Service from Ryu at Pines & Needles Putney”

Helpful Report

Posted 3 years ago

“I was given a Nordmann Fir after ordering a Fraser Fir and only realised once installed.”

Helpful Report

Posted 3 years ago

Hi Joanna, Sorry to hear that! We take pride in our customer service. Our team will be in contact with you.

Posted 3 years ago

Pines and Needles is rated 4.2 based on 2,522 reviews