Charles & Ivy Reviews 

Ordered a Corten water feature that was listed as in stock with fast delivery. Turned out it wasn’t really in stock and delivery wouldn’t be fast.

Eventually an alternative was agreed. When it eventually arrived I found it’s missing the water pump and other components.

Mistakes happen, but it’s how they are dealt with that reveals a lot about how a company operates. They don’t answer emails very often and usually don’t answer the phone.

My problems will probably be resolved eventually if I can find some spare hours to hang on the phone. With hindsight I should have paid more attention to the reviews and should have chosen a more reliable supplier able to deliver on their promises.

It’s hard to find any redeeming aspects of the service from Charles and Ivy and I couldn’t possibly recommend them.

I had a very positive experience speaking with Emma over chat this morning. I had loads of questions regarding a product and she was able to answer all of them thoroughly and has given me all the information I need to go and purchase the product. Very happy with the customer service. Thank you Emma.

I have just placed an order for a composite fence with Charles & Ivy. Their website was extremely easy to navigate and anticipated every possible question a Customer may have. Nevertheless, I phoned customer services to doublecheck that I had everything covered. Shannon was extremely helpful & friendly. She dealt with my novice questions with patience & understanding, then emailed me a quote, thus ensuring I was happy before I placed my order. I have every confidence that their product will be as good as their personnel.

Awful company. Unhelpful. Customer service crap. They only reply on a Friday (Friday dump) We were assured over the phone that an item would be full length but was delivered as something else. They said nothing we can do. Well, there is something I can do! Watch this space.

Very disappointing experience – returns process was a nightmare

Unfortunately, I had a really poor experience with Charles & Ivy, particularly when it came to returning my order and receiving my refund.

I ordered three bin stores over the phone. I opened and assembled one of them, but once I saw it in place I decided it wasn’t for me, so I deliberately left the other two completely unopened.

When I contacted Charles & Ivy to arrange the return, getting through to someone was incredibly frustrating. I spent ages on hold on multiple occasions and found the whole process unnecessarily difficult.

What concerned me most was the way the return deductions were explained to me. I was made to feel that I could potentially lose a significant amount of money from the refund for the bin I had assembled if there were any marks or scuffs on it. The problem is that the product is extremely difficult to assemble without causing at least some minor marks during installation. I was also told there would be a 10% deduction for returning items.

None of this was explained to me when I originally placed the order over the phone. Had the returns conditions and potential deductions been made clear during the sales call, I would have been able to make a properly informed decision before ordering. I think it is actually against consumer rights in the UK and I probably have a case I have been told if I want to pursue it further. Deliberating it atm.

To make matters worse, it took around a month for me to finally receive my partial refund. For an order of this value, I expected a far smoother and more professional returns process.

Based on my experience, the after-sales service and returns process seriously let the company down. I certainly wouldn’t order from Charles & Ivy again.

Paul was brilliant, great coms before the delivery to ensure we were going to be in and time slot suited us and also when he turned up was very pleasant and took great care of the acoustic panels.

Very polite service also very accommodating daz was very professional with his service

Emma was very helpful and listened to what I required efficiently thank you emma

The delivery men Reece and Alan were very polite and helpful, they put my driveway gates exactly where I wanted them to make my installation easier, many thanks. Definitely 5 stars from me

Reece and Alan were excellent. Very friendly and very professional. You are lucky to have them.

Mike B delivered our fencing. He was very friendly and polite and extremely helpful with useful suggestions about the assembly/erection of the fences.
We are very pleased with the quality and look of the fencing and impressed how quick and easily it assembled. Mike B is a good 'front' man for your business.

Mark arrived promptly
Unpacked the goods
And placed them in the garage for us.
He was extremely pleasant friendlyand helpful.all in all a very pleasant experience for us.
Good ambasador for Charles and Ivy.

Fantastic very friendly guys (Chris & Freddie) extremely helpful

Great experience, thanks to Steve and David for 1st class service.

Another order from Charles & Ivy. This time delivered by Gary. Very friendly and professional. Would highly recomend this company. Great products and friendly service 👌

Very pleasant gentlemen especially so early in the morning and very respectful of my property...Thankyou so much Chris and Freddie would highly reccomend .

The website is misrepresentative and fraudulent, more-so, their customer service is pitiful.

We had been promised a 7-12 week delivery window for a custom made pair of driveway gates, no updates or contact within those 12 weeks.

Only after repeated calls and emails were we told that these gates would be another 12 weeks, half a year to manufacture and deliver a pair of gates? BTW, they want full payment up front.

These gates are claimed to be manufactured in the UK, They are not. They are manufactured in China and are of poor quality.

We are about to push the legal button and potentially a winding up order.

Please do not touch this company with a barge pole unless you are walking into their Carrington outlet to pick something up off the shelf. They encourage you to pay with cash too, says a lot about a company these days given the scale of some of the potential purchases.

Most of these reviews about delivery drivers being superman are false too, all added by C&I personnel.

Great delivery service. Anthony was extremely polite, professional and informative about the products. Delivered to our garage to avoid us having to do any heavy lifting.
Delivery updates were good and helped to ensure we were home at the appropriate time without needing to hang about like most deliveries from other firms.
Highly recommend.

We ordered the wrong size and it was exchanged with no problem