Pinesandneedles Reviews 

Tree has not been delivered.

They do not answer emails, if you phone it puts you through to voicemail but then you get told the mailbox is full. They have switched of direct messaging on Twitter. They continue to post on IG, luring you in yet look in the comments: they ignore their poor customers who are waiting for their tree.

I am a keyworker and had made sure I was home on this day as I work over Christmas. What kind of a company does this? “Sarah” does not reply.

So they have stolen over £100 from me. What kind and compassionate people. Please: do not buy from this company, I implore you. They have let their growth go to their head.

Enjoy my hard earned money from a job where I treat people; likely many of your staff at this tragic time.

Appalling.

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.

“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.

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!).

My tree was never delivered. Have tried calling (no answer and mailbox is full) and emailed multiple times with no response. No communication from Pines & Needles, very poor customer service.

Stay away. This is an arrogant company that feel they can treat customers poorly and ignore them whilst they get ripped off. Taking advantage of such a special season especially after what people have gone through is awful. The trees are a rip off and the decorations are even more a rip
Off. Buy a quality tree at many retailers and decorate yourself rather then these guys

Harry and Megs were clients need I say more !!!

This company is an absolute DISGRACE!!
They don’t care about consumer services.
I lost nearly £1300 for a very simple order

After been told the cost of my order
For £1100.
They packed the wrong items.
I had to purchase extra decorations for £200 witch came a week later

I have been in the phone with 5 different people. NO ONE REALLY CARE!
as soon as you pay them, that the only thing they do care!

Pines & Needles shame on you!
You should never be in a service industry!
DISGRACE!!!

I cannot believe I paid 50 quid for my order (30 for the tree and 20 for the delivery). What arrived is half a tree. I am scared to even touch it, let alone decorate it, as the pines are falling off even if I go past it.

Our Pines and Needles tree dried out within a couple of weeks. We contacted customer service and although initially, they didn't seem willing to help, they finally replaced the tree with a new one. So overall, happy customer!

Excellent tree and great service. The first tree delivered was too tall despite high ceilings and team delivering immediately arranged for new tree delivered by second team within 48 hours. Second team expertly installed tree and lights. Very happy with the tree and service.

Harrison was so friendly and helpful. Talked us through all the trees. Amazing work!

Dexter was very helpful when choosing a tree!

I have ordered three times for delivery from PinesAndNeedles. The first time was five or six years ago and it was amazing. Great service and the tree was lovely. The last time two years was a disaster with the driver showed up in dirty trousers, complained endlessly about his job and explained that although I had paid for the tree to be put up, his back hurt so couldn’t do it. This year started off well with friendly delivery team but it turned when they asked way too many personal questions and ended by asking for a tip. So no, I will not order from Pines and Needles again. If you are ordering for delivery then the delivery service is a big part of their offer. Do not recommend.

I always buy my Christmas tree from Pines & Needles on Shirland Rd W9. They are such high quality, barely lose any needles! Elliott assisted me and was extremely helpful in choosing the perfect tree. Thanks so much

They only sent me half my order.

Impossible to get through to anyone on the phone

They are hopelessly disorganized: promised the world and didn't deliver.

Not trustworthy for such an important thing as a Christmas delivery

Ordered a tree in a pot clearly not pot grown but shoved into a tiny broken plastic pot which was not even flat bottomed and would not stand up. Was told to just put it in another pot with some gravel - which we all have lying around !! Offered a replacement cut tree ( as all pots sold out) hardly the point when you want one to replant.

Very helpful and good service from Kelvin. I got a beautiful tree fro Pines and needles.

I have always used P&N great service and I have always picked my own tree. This year due to lockdown I ordered my tree and had it delivered. I was so worried that it wouldn't live up to my expectations but it went above and beyond. Fantastic tree, I couldnt have picked better myself. Well done pines and needles.

Ordered 8ft tree online. Delivery window is 8am-10pm. Tree arrived at 10pm and driver said ‘worst tree I’ve even seen’ (!) promised a replacement the next day. Despite following up by email no tree arrived. 2 days after original delivery date another tree arrives, driver says ‘not good enough’ promises us (and our 4 year old) he’ll be back within 2 hours- doesn’t come back and no communication.
Follow up by email and phone, promised a replacement, once again no one shows up.
That’s 4 days at home, waiting for a tree.
Quite honestly, the worst customer service and online ordering I’ve ever encountered! I strongly recommend not using this company.

Don’t order a tree for national delivery. The tree was a day late, delivered upside down (!) with broken top branches and one side is almost completely devoid of needles. Seems to have been handled extremely badly. I am going out tomorrow to buy a replacement.