Charles & Ivy Reviews 

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

Had a call early from Anthony- he was due to collect an unused post to be returned. It was collected well within the time stated in text confirmation.
All good.

Kept informed of delivery time. Have been buying from Charles and Ivy for 4 years . Very good products

Thank you so much to the customer service ladies. I spoke with Louise who was fabulous, she helped me change the colour of my planter and booked me in for delivery.

Daz delivered our wooden panels. Kept us up to date with delivery time. Very friendly and helpful, even on the hottest day of the year. Thank you

Delivered on time and within the said timescale on ordering. Product is very good and exactly what I ordered.

Delivery was exactly within the time range. Delivered safely and still down where I wanted it
Agent Paul was very polite amenable and efficient
Thank you

Gate and fencing slats delivered today by Mark who was absolutely brilliant. It's worth noting Charles & Ivy use their own delivery vehicles and delivery drivers. Mark was on time, polite, very careful with our purchase and he also gave us some tips on assembly. Mark created an excellent impression of Charles & Ivy. Their products are of excellent quality and my new gate and fencing will look fabulous. The company's prompt attention to enquiries and help with deciding what posts etc are needed make ordering easy. I particularly thought the drawing of the gate sent through on email for my approval was easy to follow. This process gave me confidence that I was ordering the right component parts. Would definitely recommend Charles & Ivy.

The delivery guy Alan, was so helpful. He knocked and i asked if he could deliver to my back garden through the side gate. He politely obliged. Poor Alan driver & delivery carried all posts and panels into the garden and neatly positioned them. I felt this should really be a 2 man delivery, multiple trips back and forth on the hottest day. Alan you deserve an award. Hope the rest of your day goes well.

Reece was the perfect gentleman and worked hard to put our delivery at the far end of the garden for the installation team. He was considerate of our lawn and found support timber to store the fence slats on - excellent service and he is a credit to C & I

Delivery driver Mark was very efficient

Just had my order delivered by James from Charles & Ivy it was carried out with politeness and professional keeping me informed of every different item on my delivery and carried to where I asked. Delivery was exactley within the time window they gave. All in all above my expectations. What a gentleman 👏 thank you James

We were kept informed about our delivery. Steve and Russell did an excellent job and placed the delivery exactly were we wanted it. Very friendly and obliging delivery men.

It's been a calamity of errors.

We've had 3 deliveries from them - each time there's been missing items and the deliveries have been subject to very long delays.

This last one - when putting in the order, I made it clear I needed it delivered quickly and confirmed that could be achieved.

All fencing products were confirmed as in stock, and because of the size of the order, it was confirmed it could be done fast.

The only complication was I was adding a gate - so I asked if this could be split from the order and delivered separately. This was confirmed.

Once the payment was taken, that changed - the order was combined together and for some reason they couldn't split it.

4 weeks later and 6 calls chasing - 5 of which involved promised calls back which never happened - we get a confirmed delivery date - order split, the fencing first, gate a few days later.

The delivery date arrives - 4pm comes around - no delivery. We call - it's been removed from the deliveries that day. No reason, no contact to inform us.

Only, we've committed to a contractor the following Monday (it's Friday when it happened) they could commence work. So they've planned their work accordingly... we're getting charged for their time regardless of if there's fencing there or not. As they've pushed other around in the diary to deal with this and organised deliveries accordingly for those jobs.

This is explained to a Manager at Charles and Ivy - so we need it fast... but the logistics team have gone home at 4pm on a Friday. Nothing can be fixed until Monday.

Agree a call back from them at 9.30am. Inform them we've not had good experience so far with their team delivering these promised calls back. They promise us they will.

9.30 Monday - nothing...
12.30 Monday - I call... the manager shirks the call. They're giving orders to the person dealing with me in the background. Feeding information through.

30 mins later, we get a scheduled delivery date - and it's Thursday the same week. So we've lost almost a week where I'm paying a contractor to do nothing whilst we wait for the fencing.

Thursday - the Fencing arrives.... but, it's missing parts... again! - and, despite the gate being ready to deliver, it's not on the van.

No reason for it, as I call customer services again and get told they're out of stock for the parts I ordered over a month ago and was assured was in stock at the time... and they have no reason why the gate was missed... so they've got to re-schedule this again with me for a later delivery date... of which they've no idea when it will happen.

So yeah - it's been a long, tough, and difficult slog so far. Loads of calls, being on hold for a long time, frustration and delivery error after delivery error.

In addition - don't believe the 15% sale on the website - they've been running that promo since at least Feb. The countdown clock just resets every week. Nothing else changes. I'm sure there's rules and laws against that kind of thing.

Delivery driver Mike /D was wonderful! He kept us informed on delivery timing. He was respectful and placed all the panels exactly where needed. A really lovely man.

I ordered 3 sets of samples from this company. Emailed them after a couple of days to ask when I’d receive them. No response. Emailed a couple of days later again, no response. Emailed them 10 days later, no response. Almost 3 weeks later the samples arrived, but only 2 of the 3. Emailed them about this and guess what? No response. I truly dont believe the positive reviews on here. I think this company is a scam. They only owe me £5 for the unfulfilled samples but it’s the principle. I will never get that back. It’s a shame because I really liked one of the samples but there’s no way I’d place an order with them after that experience! Avoid folks, I’m pretty sure your money will disappear!

Update - after reading my review I finally received comms from C&I. They have kindly agreed to refund the full cost of my order but also asked me to remove my negative review. I don’t wish to do that as this was my genuine experience, however felt it fair to note their remedial actions. It looks like submitting a review may be the best way to get any action from them. I am glad they finally reached out but it was far too late I’m afraid.

Really helpful and polite delivery guy called Anthony: called as promised in advance and took careful note of where to place our delivery. Excellent

The overpriced products we ordered, arrived damaged due to inadequate packaging. Courier can not be at fault for this due to how bulky the product was and how inadequate the packaging was. Also did not arrive with LED option that we paid for. Asked for them to refund the difference between the LED option and non LED option of which they refused. Instead offered us £20. We are £150 out of pocket. Very unreasonable company

Good service, fast turn around time and Gary the delivery man was very courteous

Had my gate delivered today by Gary and Chad. Contacted as they had arrived at my house. As I was not home asked if they could take round the side of the house. Got home to find that they had actually taken the gate round to the other side of the house for safe keeping until I got home. Excellent service.
Thanks very much Guys