Croft & Cole Reviews 192

Delivery issue, given a delivery time and day that passed no communication after waiting in all day. Told tree would come next day, no communication till I asked in afternoon and they were sorry but tree is not coming till 23rd December I asked for refund I’m very disappointed. In general customer services were prompt but very disappointed with the fact I’ve wasted 2 days waiting for my tree.

I've used Croft and Cole for years and was always very happy with the quality and size of the trees and also the delivery, which used to be on the exact day stated. Last year, it started going downhill a bit. Slightly late delivery and the tree wasn't as nice with some bald spots here and there. This year, I had ordered 2 trees. Both arrived late with the second being 5 days late. Both are shorter than what I had ordered. The 7-8ft tree would have been only just 7ft to begin with, with approximately 1ft of tip. That tip has broken off in transit and I now have a 6ft tree that looks very small in a room with a very high ceiling. Yes, it's just a Christmas tree and not the end of the world, but it's an expensive tree and a once a year occasion and it's disappointing.

Do not use this business. I used them in 2024 and the tree was late. I had to chase repeatedly to get a delivery. At the time they talked about the struggles of being a small business, so as a retailer myself I decided to chalk it up as a Christmas season courier issue. Fast forward to this year and I decided to give them the benefit of the doubt as the tree that finally arrived last year was gorgeous, and ordered again. Again the tree is late and the response from the business is shocking. The business has claimed the item was dispatched on the 9th and have given me a courier tracker number, sayingit is my responsibility to contact the courier. I’ve done this and the courier has no record of a shipment against this tracking number. The business has said they can do nothing and have refused a refund. Emails have got increasingly rude and they are doubling down on me needing to be patient because things are busy at Christmas. They clearly don’t have the infrastructure in place to fulfil the orders they happily take money for.

Tree arrived late which is awakened when I’d booked leave off work. Paid for a 7-8Ft one and it’s barely 6Ft high. Will go back to a local company for next year. The base we ordered a few years ago is still very good

So…. We have used Croft & Cole since The Times recommended them in 2020 and it became difficult to choose our own tree in the shops…. They are consistently wonderful trees!

Yes the delivery may be a day or too late… I started getting all Karen about it and started reading reviews stating similar experiences but then remembered this is a first world problem and for goodness sake it’s Christmas! So what it’s a day late it has arrived and it’s beautiful 😍

Highly recommend just next year I will order for the end of November… no other complaints at all x

Also don’t be put off by emailing and leaving messages on the phone they ALWAYS respond within 24 hours x

Happy Christmas see you next year! X

A truly disappointing experience, they are without admin nor operational capabilities. I placed my order on 26 Nov for a 7'-8' tree for delivery on 13 Dec. I checked the week before and the delivery date was confirmed. I received no update on 12th nor 13th about delivery, so followed up with 6 emails since we had a party on 14th. I never received a reply except to say they were experiencing delivery problems. I wrote on Saturday 14th to cancel the order as I had to buy a tree locally, again no answer.

They delivered the tree on Monday despite my 3 emails cancelling the order. Sadly I was not here to refuse receipt.

If you have a delivery date that is required, do not use these people. If you want someone at the other end of a phone or email, do not use these people. They are flaky !!

I have asked the credit card company to cancel payment for non fulfilment

Zero stars. Avoid at all costs.

Tree not delivered when stated, emailed to ask when it would be delivered as our children were waiting eagerly. Made alternative arrangements then finally got an email back from Croft &Cole stating it would be delivered a few days later and they couldn’t cancel the order as it was with the courier. I refused delivery as we had made alternative arrangements by this point. Told we’d get a refund when they received the tree back. Now being told we will not get a refund as it’s a perishable item?!

This company was lovely and personable years ago, friendly emails and phone. Now it’s just absolutely shocking.

No tree, no contact number. Impossible to get hold by any other means.

They use to be great, don’t know what happened, they don’t seem to care if you get your tree or not.

(1) Tree as ordered and paid for long in advance not delivered on agreed date, (2) Courier apparently delivered tree to the wrong address, but no response from Croft & Cole or courier. Result: Never again will we use Croft & Cole. Christmas ruined.

Similar to others' experiences on Trustpilot and elsewhere on the internet, we are also still waiting on our tree that should have been delivered five days ago. Croft & Cole is not responding to our enquiries and we have also not been refunded.

Have been waiting for my tree to be delivered for 5 days now. Assured it was out for delivery today…. Did not happen. Has completely spoiled the whole experience of getting a tree. Have used Croft & Cole for many years. Just completely disappointed with this service Will not order again in future.

Last year they had a glitch in their system and lost my order, this year my trees have been delivered and all 3 are at least a foot shorter than the minimum size guide given. How they can get 3 trees too small I don’t understand. No phone number to contact them on. Slow email response. Never again.

We have used this company for over 4/5 years, we have only ever had one problem which was the courier fault, this was sorted out within 1 day. This year we reseved our tree Monday and when we unpacked it all the brunches had been cut to a very small level, we emailed the company 3 times asking them to call, all we have reseved is a email stating they do not make calls even though they call when I had a problem with the courier company. We have now had to decorate the tree to the best we can due to celebrations this weekend. With the lack to support we have reseved we will pursue until the company responds. This time of year is stressful enough and don't expect this for a company we have used over several years.

This will be the third time we have had Christmas trees from Croft & Cole. All three years we have been supplied with quality long-lasting trees on the date we requested (we buy two trees, one for us and one for our daughter). This year was particularly good and the tree has lasted indoors for several weeks, without dropping needles or becoming dehydrated, and still drinking over 1 litre/day when we took it down on Jan 8 2024.

Customer service is very good too: A couple of years ago there was a minor problem with some lights we bought, which Croft & Cole rectified immediately.

We'll definitely be getting next year's tree from Croft & Cole.

3rd year running we have had had our tree from these folk. Tree and service as excellent as previous years. Back next year Merry Christmas guys

What a horrible experience!! Tree has fallen apart after one week! Tried to contact customer service and the CEO replied with the most horrible threatening response! Offered me a free candle for compensation and that was it! My son’s first Christmas and he has a dead tree! Never ever order from them!

Ordered Fraser Fir received spruce like tree. Had fraser firs for years so knew what to expect and unfortunately we did not receive what we paid almost £100 for. Instead received £30 worth common Christmas tree. Most annoying part is that person in their customer service treated me like an idiot who doesn't know what he is talking about.

I received our tree today by courier, and I'm extremely happy with quality of the tree. It's exactly as descibed and fits perfectly into the stand which was also supplied by this company. I would whole heartedly recommend this company

This company sent us a horrible living tree, in a pot and soil with no branches at the top, I cannot do much with! They admitted sending us the incorrect tree and now they have sold out! I have a young child in the house and we have not been able to decorate. Customer service is unbelievably shocking and slow. They have ruined Christmas for us so far and aren't doing much to fix their mistake. I've had no tree exchange and no refund. Do not trust this company. Christmas is always such a special time for us especially now with a young son, if you want unreliable service use this company.

It is like the cannot be bothered to fix this. Stolen money from us.