Pinesandneedles Reviews 

Got my order wrong delivering a tree that was much too big. Patchy customer service who needed to be chased to get responses which often took days to reply, and didn’t answer the questions asked.

Upon re-delivery of the ‘correct’ sized tree, the company refused to pick up the errant tree - despite the fault being on their side - offering no help me on disposing of a 10ft tree I had no use for. Poor customer service. Won’t be using them again

Really poor - took two payments for one tree and theirs to take a third. Unable to call only leave message but couldn’t as their message box full. When I eventually got through was told someone would call back. No one did. I then received an email from them saying they were delivering three trees. I emailed them instructing them to deliver just the one I’d ordered and refund me for trees I never ordered. Despite this three trees turned up (felt sorry for driver who said there were so many people getting no orders or wrong orders!) we took one tree which immediately shed its (non-drop!) needles everywhere in a carpet. I had paid for two boxes of lights and only one arrived. Lights are no larger than a pin head and can’t really be seen. So many people are complaining - thinking of taking issue to bbc you and yours!

We had used these Pinesandneedles we had a pub and found all to be well. Now it seems to have gone all wrong which is very sad. The tree we received was mud covered and delivered late, since it was so late we had no choice but to wash it down and try and get the best as we had guests coming round and wanted it in place. After sending them photos and requesting some kind of refund, they only offered 15% off our next order. Now having looked at the reviews on here we should never have used them and never again shall we. Found a far better local one at half the price. I think Pinesandneedles have now sadly run thier course and lost the plot. We won't be coming back.

Tree shedding needles at alarming rate. Bought 8 foot tree for over £100 10 days ago in Richmond. Told it was a non-drop nordland but the tree is shedding needles at an alarming rate. Re-hanging baubles after they fall off the drooping branches makes all the needles fall off the branch!

The service in the stores and the trees are fine but NEVER EVER use their delivery and installation service. Even the guys in the store suggest not using the delivery as it is such a nightmare, but with a 9ft tree I had no option but to go for delivery.
The whole process was terrible from the very start as the link and app for the delivery DOES NOT WORK!
I had to chase for 24 hours on the phone after I had selected and paid for the tree in store until I finally got a delivery arranged. Every time I was told a manager would call me back they did not.
When the tree finally arrived the rude and unhelpful delivery guys said the stand (that Pines & Needles had sold me to go with the tree!) wasn't big enough and they could not put it up so just left it in the reception of the property. They were laughing at the fact it would not go up and didn't even try and make it work. The tree was left wrapped, lying down in the reception and the next morning when I chased customer services to try to get the problem resolved. Again the people who answer the phone try and help but their managers just do not want to engage or get things sorted. I asked for the delivery people to return with the correct stand and I would return them the other stand and they could put the tree up. I was told this could not happen as the delivery people don't have stands and cannot collect stands from the store. The only solution was I would have to go and buy a new stand myself at a different store (!!) and return my wrong stand to the original store before they could look at trying to rearrange the installation! It was their mistake but for some reason only I could sort it out! What sort of company is this! Am shocked at the utter disregard for customers regarding the delivery, even when things go so wrong. I then bought the extra large stand and put the tree up myself - am still waiting for my refund for the installation and delivery. The tree itself is not happy after lying in the central heating for hours while I sorted out the mess of the delivery and installation.
Pines and Needles has bought up every independent tree seller in London so have a monopoly and this shows. While their stores and trees are fine their delivery and installation service is inexcusable terrible on every level.
I have bought trees for myself and my work from them from the past few years (though last years delivery was also not without its problems) however after this year - NEVER AGAIN!

Paid £25 for specific day delivery. No tree arrives. Attempted to contact customer service - "our lines are busy, please leave a message" "voicemail inbox is full". Still no tree the next day. Almost impossible to get through to customer service. Said they would call back in 15 mins, 1 and a half hours later still no response. Had to call them back, and they couldn't tell me when my tree would be delivered. Refused to refund delivery charge. Awful customer service, would never order from them again

Tree was delivered on November 29th and I don’t think it will make it to Christmas. Upon delivery it shed 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 but it looks really bad. Total rip off for £100 as it’s such a bad and bald 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.

Terrible tree. We have submitted three return requests and tried calling half a dozen times over the last week with no one answering or responding. Stuck with a tree that has been hacked and not even into a reasonable shape! Very sad to have spend a premium instead of getting one of the fantastic by comparison trees from down the road.

This place is a joke. Tree ordered for before 12.30pm. Called them every hour since and was promised the tree would be with me within 30 mins. It’s now 7.30pm and no sign of the tree, guests who had come over the decorate have gone home, total mess. Zero customer service. Zero reliability. Better served to get a tree from smaller providers who don’t monopolise the London market. Worst part is I was warned by several friends this would happen but I regretfully didn’t listen!

This was my first time using Pines and Needles and I am still in shock at how awful their service is.
I saw they had 7ft Fraser firs, so I ordered a tree on 4 Nov thinking that ordering super early would guarantee me the tree I wanted.
My delivery was scheduled for 3 Dec and I took the day off work to accept it. They are supposed to show up in kilts and give you at least a 20 min heads up – neither of those things happened. Instead 2 guys showed up with a 5ft Nordmann fir saying they didn’t have any Fraser firs – yet no one thought to give me a heads up on this? I also PAID for a 7ft Fraser fir which was much more expensive than a 5ft Nordmann. I sent them away and then had to call 9 times before I somehow managed to get through to someone (their voicemail is full as others have stated). They said they would send out the correct tree the next day between 1 and 6pm.

On Saturday 2 grumpy men showed up at 12:30 (30 min early with no heads up) as I was getting in the shower, with a 7ft Nordmann fir. They said they didn’t have any Frasers and I had been “upgraded.” (Fraser firs are much skinnier than Nordmanns) I told them this isn’t what I ordered and it was far too fat for the area it was going in. They wouldn’t take it back with them, and this time I had to call 21 times before I got through to anyone at P&N. However, the person I got through to (Bartek) was so incredibly nice that I felt confident I would finally get my correct tree! He scheduled me for the next day (Sunday) between 5pm and 10pm.

Once again, 2 men arrived (grumpy as always) at 10:15pm. It was actually a 7ft Fraser fir! However, it was awful and scraggly looking and even the delivery man said no one would be happy with that tree. They took away the Nordmann and the Fraser, however left a massive mess of needles in my flat and throughout the building hallway and 2 flights of stairs.

The next day I had to call many times again to get a hold of someone – I explained I was at my wit’s end. My entire weekend had been wasted, my Christmas spirit demolished, and now I was stuck with a huge mess of needles to clean up on top of everything. Their solution? A 20% discount….20%. That was the “best they could do.”

Please stay away from this company and support another company that actually cares about their customers.

VERY poor website - we had to cancel as not sure if a tree would actually be delivered! we managed to navigate a poor buying process, paid the cost of a delivery, a tree and a stand - then got an email confirming our "No tree delivery" - in English, that means no tree will be delivered, even though we were charged for one! It may be that the website and confirmation is poorly written, but we don't want to buy from a website that charges for a tree and delivery, and then confirms you'll get a "No tree courier delivery" which could mean they'll just deliver the stand for all we know! So we're off to their local outlet to buy a tree there and get them to deliver it. The website journey is also terrible, took us 15 minutes to actually be able to proceed to order.

Awful experience now two years in a row. Last year tree was ordered for a Friday but did not arrive until following Monday (despite paying for 12.30pm drop-off). I gave them the benefit of the doubt this year, again asked for a Friday drop-off (again, before 12.30pm) but it’s happened again. New tree dispatched and meant to be delivered again today (Tuesday) before 12.30pm but now 4pm and still not arrived and impossible to get hold of customer service. When you eventually speak to the customer service people, they do try to be helpful but they’re let down by an awful courier company.

Just had the wrong tree delivered and been cut off when trying to contact them. Similar story to lots below by the look of things.

Shocking service. Impossible to get hold of. They were paid to decorate a tree for an important event. They finally turned up 3 days late and when they had put only lights on parts of the tree when guests were about to arrive they gave excuses which included: That the lights would overheat if they were put onto the tree. That they could not reach high up the tree, even though they had a step ladder and they had previously been up it. That the tree was bigger than they expected, even though they had provided it. That they had other trees to decorate. And finally, that they would maybe come back another day to finish it!

I told them that it was not acceptable, and they said that they were just going outside to talk to their boss to see what could be done. They were not seen again!
They should not be allowed to trade. Do not use them!

This was a really brilliant service five years ago - two really smartly dressed chaps in kilts would arrive, bring in the tree carefully, put it up, and clear up any mess before they left. This year, for the second year running, two scruffy looking people turned up in track suits with no idea what they were doing. The second of the two had already ‘checked out’ of the day at 8:45am and made clear what wasn’t going to get her hands dirty. I have a bad back, do my neighbour had to help carry in the tree. After eventually getting the tree up, and various passive aggressive comments about how late they were running (err, read the mood music guys - get the tree upright, stable, and straight and you can leave), it was a relief to get them out of my flat. Never again. Dire. Save your money and go to B&Q or find a smaller company. The service and quality from these guys has gone done the drain as they’ve scaled. Such a shame…

Great service, thanks to Morgan in Wimbledon Park. Very happy with the tree!

Awful company. Don’t use what ever you do.

Delivered the wrong tree. They didn’t have the tree I ordered in stock but didn’t bother to tell me just delivered the wrong tree and despite being promised it would be sorted out after 24 hours ago and multiple calls no one is getting back to me. It’s impossible to get through to their customer service.

I now have now missed out on delivery slots From other companies. Kids upset.

I’ll never use again.

Find a reputable company to use.

Bought a tree last Friday 25th from the Pines & Needles Battersea store. Within 4 days it had dried out and shed and was completely dead with baubles coming off. We had to throw it and get a new one from another supplier. I couldn’t get hold of anyone to discuss so gave up and wrote off the money. I wouldn’t use this company again - I’ve bought in previous years and had no issues with quality or delivery but it seems something has changed this year.

My boyfriend and I were served by Valerie, Ben and Jon at the Ealing Broadway stall and they were so incredibly lovely and helpful. They helped make our first Christmas in our own home perfect, I could not have asked for a better experience. We will come back year after year.

Terrible service. Half our order was missing and without a stand the tree is useless. Very rude delivery man. Avoid this company