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Pines and Needles Reviews

4.2 Rating 2,482 Reviews
68 %
of reviewers recommend Pines and Needles
Company Reviews Product Reviews
491
 Questions Insights Metrics Info
4.2
Based on 2,482 reviews
Shipping & Delivery
Delivery Methods
Courier, Own Driver
Average Delivery Time
Within 5 Days
On-time Delivery
Greater than 71%
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
Read Pines and Needles Reviews

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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Tadams
Verified Reviewer
“Been using these guys for years. Never disappointed. Exceptional people and importantly great trees.”
Helpful Report
Posted 6 years ago
Lucy
Verified Reviewer
“Ive used pines and needles for years and they are amazing! I was worried at first because we have three cats (all of which love to climb trees) and even they can’t damage the product. I’d never go anywhere else!”
Helpful Report
Posted 6 years ago
Bijal
Verified Reviewer
“Allan was so great in assisting me in deciding what tree would be best for our company and helped at every point. We had a slight problem paying, however, he was so great in helping fix the website quickly”
Helpful Report
Posted 7 years ago
School B
Verified Reviewer
“Following my previous reviews I am pleased to report that thanks to Louis at Pines and Needles our refund has now been paid, our tree order for this year will be complimentary and he is even throwing in 2 free stands. So things are certainly looking up!”
Helpful Report
Posted 7 years ago
School B
Verified Reviewer
“It's 6 months since my last review and still no promised refund despite our constant chasing. Would not recommend this poor shoddy excuse for a company.”
Helpful Report
Posted 7 years ago
School B
Verified Reviewer
“Following my previous review I received the following reply on the same day. That was 4 weeks ago and still nothing!!! I have since sent a number of emails chasing and well as expected no reply. So as we now approach the Easter season we still await our Christmas refund. Totally sums up this shoddy company. Steer clear at all costs!! Dear Richard, I am firstly very incredibly sorry for what has happened. A request for your refund to be processed was sent twice to our accounts department but due to what I can only assume was human error the requests were not processed. I am personally going to make sure this is sorted for you as soon as possible. I can either have a refund issued by cheque or if you would prefer I can have a bank transfer organised for you. The bank transfer would be faster and we would require the account name, number and sort code to get that done for you. This whole experience has brought to light a few of our procedures we are now going to amend. Normally we do not accept cheques but we do understand that some schools, churches and charities may not have other payment options available to them so do make exceptions. This, of course, means we take on the responsibility to make sure everything goes smoothly. I am sorry that this was not what happened in your case. This morning I have spoken to one of our directors who has agreed to let me offer you the order for free this Christmas should you be open to giving us a second chance to show you that normally our orders go ahead in a stress-free manner. There is a note on your account so just get in touch by email or phone should you wish to take us up on the offer. Once again Richard please accept my apologies for what has happened and do let me know if you would prefer the refund by cheque or bank transfer. Kind regards, Veronika”
Helpful Report
Posted 7 years ago
School B
Verified Reviewer
“We are a primary school in north Essex and ordered two trees for delivery ready for our Christmas Bazaar, Carol Concerts and Christmas services. We placed our order on 14th November for delivery on 24th November. We sent a cheque for the full amount on 15th November. From 17th November through to 21st November we received repeated emailS informing us that without payment there would be no tree. I called on numerous occasions but nobody from the accounts department would speak to me. To ensure that 240 children were not disappointed we cancelled the order and purchased the trees from a local garden centre. I then received an email from Ade who informed me that their system had been a bit over zealous in sending out payment reminders and in fact our cheque had been received and banked!! Ade was apologetic and informed me that a cheque would be forthcoming to reimburse us. Since then I have been chasing for our returned payment. I have had communication with Ade, Shiven and most recently Allan. All have assured me that they would chase the cheque, Shiven took our bank details and promised a bank transfer. So far on 1st February 2017 some 10 weeks since I was promised a return of payment, 20+ emails and so many phone calls I've lost count still nothing. I am very disappointed by the whole experience and question whether we will ever see our money again. Using Pines and Needles has been a very costly exercise both financially and time wise. Their communication and customer service is non existent and they do not appear to have any system in place to escalate complaints. I have been told when requesting to speak directly to the accounts department that "they're too stressed out and if I ask them to speak to you they will go mad at me"!!”
Helpful Report
Posted 7 years ago
Twoherberts
Unverified Reviewer
“Further to the review I posted last week regarding my poor experience with our Pines and Needles tree, we have been offered a tree next year, free of charge, by way of compensation. This is a satisfactory resolution to our complaint and we are grateful for the offer. I am sure that if we had contacted the company as soon as we began to experience problems we could have had a replacement. Here's hoping we are in a position to provide a glowing review this time next year.”
Helpful Report
Posted 7 years ago
Anonymous
Verified Buyer
“Great tree, arrived within the time allotted. Great communication on the day and before. Great pick up. Tree was still fresh after three weeks. Have used them for very many years as they are consistent. Congrats to the company and team.”
Helpful Report
(Beckenham Green BR3 1BL) - Posted 7 years ago
Twoherberts
Verified Reviewer
“We bought a beautiful tree from Bushy Park and once decorated agreed it was one of the fullest, most shapely trees we had ever had. Days later, despite its position by a small open window away from any heat source, and despite watering, it began to smell terrible; akin to rotting rubbish. Soon afterwards the branches began to droop and our decorations started falling off. The whole thing began to brown and we couldn't wait to take it down after Christmas. I think we will look elsewhere for a tree next year. Shame.”
Helpful Report
Posted 7 years ago
Anonymous
Verified Buyer
“Good range of delivery slots, delivered a great tree on time, collected it on time with minimal mess. Drivers are always pleasant.”
Helpful Report
(Beckenham Green BR3 1BL) - Posted 7 years ago
Citynet I
Verified Buyer
“Initially disappointed when tree arrived due to height. Pines and Needles acted very promptly and replacement arrived the next day. Tree taken down on time and all as promised on website. Would recommend to others.”
Helpful Report
(Beckenham Green BR3 1BL) - Posted 7 years ago
Maggie B
Verified Buyer
“Tree very good , service excellent especially the proactive communication by text and mail. Staff efficient, careful polite and charming, especially the two removal guys from Brazil today! Only slight niggle is that the installer wasn't wearing the promised kilt.. The Christmas hat was a bonus though. Keep up the good work I have recommended you to friends and family which is the best reference.”
Helpful Report
(Beckenham Green BR3 1BL) - Posted 7 years ago
Annington M
Verified Buyer
“Fantastic service, delivery and collection was great.”
Helpful Report
(Beckenham Green BR3 1BL) - Posted 7 years ago
Anita-Clare
Unverified Reviewer
“They do not deliver what you order. No Kilt. Just hoodies and tracksuits. Average tree. The collection service was a nightmare this morning. The customer services person was rude and defensive and seemed totally hacked off with my even phoning. I seriously regret using these people. Anyone can have a fancy website, it's what's behind it that counts. In my head now is a yard with trees a small office and one person fielding calls with their mates delivering trees. VERY UNIMPRESSED”
Helpful Report
Posted 7 years ago
Anonymous
Verified Reviewer
“False advertising at the point of sale. We bought the tree from their location on Brick Lane, a 5mins drive from our place near St Katherine's dock. At the point of sale, I was told because We live close by, after we were finished with the tree in January they would offer a free collection service. I was given a piece of paper with a telephone number to call and a code on it that I could quote. The code was linked to my contact details and home address. I called the number when I wanted the tree to be picked up. The gentleman at the end of the phone not only claimed he couldn't find my details on, but -also claimed thier salesman must have been lying to me, as they don't offer a free collection service - even for 'local residents'.”
Helpful Report
Posted 7 years ago
Anonymous
Verified Reviewer
“This has been my first experience with Pines & Needles. I came across their website through a Google search and was comforted by the fact that you have a shop in my local park i.e. Richmond Park. Through exploring their sight, my expectations of their products and services were set. As such, I chose to purchase a tree with the standard delivery service. Information on their website ensured that my tree would be kept in water and trimmed so that I would not have to do so. The standard delivery service also entailed delivery by a man in a kilt, text notification and tracking service, as well as assurance that I would be able to inspect the tree upon delivery. I am utterly shocked and highly disappointed by their false advertising. I did not receive a text nor was I able to track my delivery as advertised as part of the service I paid for. After waiting from 8am, the delivery man arrived at around 4.30pm. The delivery man was not dressed in a kilt, nor did he give me an opportunity to inspect the tree as advertised as part of the service I paid for. He was in and out like flash of lightening! Upon inspection of the tree it was apparent that the tree had not recently been trimmed as the base of the bark was bone dry and little shoots had grown which I had to trim myself of course the information on their website assured me that this would have been done. As I unfortunately do not possess a saw, I was unable to trim the base myself and as such, the tree has not been taking water. In addition, the top section of the tree is particularly dry and brown. In summary, I am very disappointed with their service and my entire experience with Pines & Needles. They should not advertise products and services which you do not intend to meet or uphold. They only responded to my complaint on 2nd January 2017 without any explanation! We will not purchase from them again nor will we recommend them.”
Helpful Report
Posted 7 years ago
Jen
Verified Reviewer
“Really disappointed with this company. We selected a tree at the Bushy Park branch and were told it would be delivered the next evening. However, the same night there was a knock on the door with our tree - not a problem, how efficient we thought. However, the following day we received another Christmas tree delivery! We explained that we had already had our tree the day before and the guys said that we weren't the first person this had happened to. However his made me seriously question the company - we only chose one tree so how can they be delivering another one? It makes me wonder if you do get the tree you choose. Also, sadly the 'non drop' tree shed needles from the moment it was delivered despite us taking really good care of it. Not ideal when you have a toddler running around putting things in their mouths! Having spent £80 on the tree and delivery I am really, really disappointed and wouldn't recommend this company or use them again. I feel completely ripped off.”
Helpful Report
Posted 7 years ago
Charlotte
Unverified Reviewer
“Conveyor belt service, good delivery but less than 2 weeks later, dead tree. 'Non-drop' is most definitely not the case. Really, really disappointed and not worth the money.”
Helpful Report
Posted 7 years ago
Kirsten L
Verified Buyer
“After some problems with the delivery, everything went fine. The staff was very helpful and friendly and the tree is just good looking and smelling and very fresh.”
Helpful Report
Posted 7 years ago
Pines and Needles is rated 4.2 based on 2,482 reviews
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