Pinesandneedles Reviews 

Really surprised with the negative reviews here. I have got my tree from Pines and Needles for years and never had a bad experience. This year I tried a different type of tree and when it was delivered, it was really below expectations.
I got intouch with customer services and within less than 12 hours, they had confirmed redelivery of a new tree for a few days time.

The new tree arrived and it's amazing - possibly the best one I've ever had.
I think i saw someone complain that their tree was too wide which seems baffling to me. My problem with the first tree was not enough branches and too narrow! You can't please everyone I guess.

Great customer service and great trees!

Have bought our trees here for years and we buy one 12ft and one 7 ft each year. This year there were no 12 ft trees available anywhere it seemed and customer service on the phone and online, was appalling. Jack from our local branch in Victoria Park put a call in to Battersea and they happened to have one 12 ft left. We drove to Battersea and the brilliant Rory de-netted the tree for us to look at and the put a new net on and helped us lug the tree onto our vehicle. We were very disappointed with the general corporate attitude and our experience this year was saved by Rory and Jack! We will come back next year but to head office and management we must say “pull your socks up” for next year.

Delivery man left without ringing doorbell, perhaps because he could see he had delivered a 6' tree rather than the 7' paid for. Tree is as wide as it is tall (we measured) so we are edging past in our terraced house; worse, as it is 6' wide I wonder how I am going to get it out of our 4' wide exit on Twelfth Night. Lesson belatedly learned: go to pick tree myself.

Lovely Tree smells gorgeous excellent customer service
Would buy again

We received a sub-standard tree (brown needles, broken branches. Offering a discount for next year or a tree in 4 days' time is not good enough. Do NOT buy online as they clearly palm off the rubbish trees to on line customers

Sebastian was very helpful in sub zero temperatures. What a guy.

we’ve used them for several years with no issues - the trees were always very fresh. this time, the tree, advertised as non drop (so minimal shedding), arrived very dry, with lots of already dead needles. the branches were also brittle, and there were a tremendous amount of insects (not like the expected norm). it appeared to be strangely trimmed (why trim at all?), and so lopsided. even careful handling has meant tremendous additional needle drop (hanging one string of lights!) and I can’t see this lasting two weeks. no customer service. avoid.

Wrong tree delivered late. We took the day off work to wait for the tree. It was delivered late and it was the wrong tree. They don't have the tree in stock and must have known that when they emailed us the day before to say they were delivering. They don't know when they might have the tree that we ordered weeks ago in stock. We wasted a day waiting, we don't have a tree, and now we our out of pocket for the two weeks they say it will take to refund us. Terrible.

Do not buy from this company!

Ordered a delivery for Friday 2nd December before 12:30. Not only has the tree still not been delivered but the customer service team have been nothing short of appalling.

Awful tone, tried to tell me I was confused about the delivery date and then when I called them out on this, they went on to tell me that there website states it could be late. There website also states that if there are any issues the customer will be contacted - this did not happen.

I asked for a refund on the delivery costs several times and was ignored until finally they said I could only have a partial service because it now a downgraded delivery service. Interesting seeing as their cheapest option still allows you to choose a delivery date and they hadn’t delivered on the date I had chosen.

Lastly the tone of the replies was appalling - to be told that they are trying to clear up confusion on my part is completely unacceptable. To be referred to as ‘Hi there’ rather than using my name which is clearly in my email. Absolutely disgusting and dehumanising.

Overall my experience with this company has been appalling. When you pay a premium for a product you don't expect to be treated so badly.

I wouldn’t recommend anyone buy from this company purely based on their appalling customer service.

Terrible, terrible service for two years running.

Went off Google reviews originally and they couldn't have been more wrong.

Never make the delivery slot, useless delivery drivers who do not want to help. Extortionate prices. never again.

I'm a long time customer of about 10 years. For the last 2 years they have failed to deliver my tree. No apology, no refund, no information. You should not use this company.

I've used PinesAndNeedles for the last 3-4 years, and always received a quality tree, delivered on time with no fuss.

Asked for a refund a week ago for a tree that I had ordered to be delivered this week, finally got through and agreed a refund, had to send my bank details 4 different times and have still not recieved a refund of over £100. One of the reasons for requesting one was reading the below reviews

A long time customer - apparently this means nothing. A customer service rep whi was completely uninterested - time go to elsewhere. There are better companies out there who are cheaper and more customer focused

Paid £450 for a 7ft tree + lights + decorations with premium delivery, decoration and collection services.

1) Delivery slot was 1300-1800. Actually turned up at around 2230. On the plus side, the team were pleasant and did a great job decorating the tree. That was where the positive experience ended however.

2) Tree didn't drink a single drop of water and dried-up and drooped within a week. Clearly, having been in the van all day (probably 14 hours prior to delivery) it had sealed up with sap and no fresh cut was performed prior to delivery.

3) Customer service impossible to get hold of to resolve

4) On collection, I had paid for the premium undressing service which, quote, includes "We will take all of the decorations off the tree, safely wrap them in tissue, package them in boxes, undress the lights, stow them, clean up all the fallen needles and then take the tree away to be recycled." The two guys that turned up had never performed a premium undressing service, had no tissue paper, no boxes and no training on what to do.

Totally unacceptable and never again.

Very disappointing quality - strongly recommend not to buy from Pines & Needles. I bought a 7ft tree 'non drop' from their Battersea Park pop up and from the moment we got it home, the needles started dropping at an alarming rate despite watering it regularly. By Christmas Day the tree was almost bare and it was quite a sight with baubles hanging from totally bare branches.

Awful customer service. They were meant to collect my tree for recycling but never turned up. I called them multiple times but only got voicemail. Arranged for them to come back another day (which was inconveniently as it was) and they then tried to claim I had only paid for a budget service so would only collect from outside. This was completely wrong. You can’t get through on the phone and the voicemail system won’t even let you leave a message. Plus the quality of the tree was really poor. I’ve used this company bin previous years and it has been fine but things seem to have gone seriously downhill. Never again.

Worst quality tree I have bought in 20 years. First time using this company and I would never use again. The tree cost over £80 and within 2 weeks it was as dry as a bone, completely drooping and you could snap the branches off with your hand. This despite it being kept constantly watered. I can only assume, the trees are cut down weeks before they are sold which means that in effect they are selling you a dead tree

Ibraheim at the clissold store was very informative and went out of his way to be helpful. Thank you very much. Love our tree.

The tree has completely dropped prior to xmas. I wrote to customer services and did not receive any reply at all.

In addition only one person came to install.