Pinesandneedles Reviews 

Wonky trees, poor customer service, a waste of your time.
After a few years of ordering with this company this is my last one.
For the second year in a row the delivered tree is of a very poor quality. While last year I dealt with a very kind customer service woman who managed to sort out the problem - this year I experienced the opposite. After a couple of calls and close to a couple of hours on hold, I was finally connected to a man with the flattest tone and zero care about the customer satisfaction. Of course, no rush delivery available to replace a faulty tree.
All in all, it sounds like the last year’s faulty tree wasn’t a one off mistake, rather a very common occurence judging by the comments on this page and also a few of my friends who’ve had the same poor experience.

If I could give them 0 stars I would.
We have used Pines and Needles the past few years for delivery and they were great. This year was a disaster and I will never use them again.
We ordered 2 trees (1 potted, 1 7 ft) both arrived and were completely misshapen and so warped you couldn’t hang ornaments on either. After trying for hours to get a hold of someone through customer service I was told
I would have to wait two days (they couldn’t accommodate my schedule I had to totally rearrange mine to get the trees in a timely fashion) before they could deliver a replacement and I was assured that it would be quality checked.
When the two new trees arrived the potted tree was fine but the tree which was supposed to be 7 ft was actually only 156 cm!! Furthermore, I had paid for installation and the delivery guys refused to do it until they spoke with a supervisor. Regardless, I refused the tree and I am now fighting to get refunded since they said they’re “backed up”.
I was a loyal customer but this experience where there is no effort made to fix the situation and the rudeness of the delivery drivers is unacceptable.
We have since found another London-based provider that was a delight to deal with and got a beautiful tree installed the next morning. Stay far away from pines and needles

Went to Battersea this morning, no-one there at the designated opening time, waited for 40 minutes, no-one ever answers phone or calls, and all locations have been stripped back of staff, so clearly no interest in the customer. Payment taken for 12ft tree. As with everyone else on here, no tree, wasted day, and even it comes tomorrow its another day that the tree has sat out without water and wasting away. Will be asking for refund.

Tree wasn’t delivered on date ordered. Three days later still no tree, company blaming couriers, couriers non contactable.
Seems as thought there is a theme if you look at the reviews. Doesn’t look like pine and needles have acted on any of the feedback. I would recommend going elsewhere.

Be prepared to be let down. .

My disappointment was merely being there at 8am at their publicised Sunday opening time. No one showed up. I gave up at 8.40am as had other commitments across town.

I got chatting to three other people. They all had something in common. All had placed an order in person yesterday - paid £30 extra for the delivery of their paid-for tree - only to have the irritation of no delivery and no message to explain why there were let down.

Went to Battersea Park 29th store November at 9am to order tree for delivery on Saturday 2nd December. Was told tree would be delivered between 3-10pm. The tree never showed up and I was never contacted by driver or company. Tried calling driver at 5pm. He hadn't collected the trees and did not know when he would be making deliveries, emailed customer service at 10pm. They did not know when tree would be delivered. This company is accepting payments for goods & services it has no intention of delivering as ordered. It may be committing fraud by operating in this way. I will be reporting them to the Trading Standards Authority and will write to the council to have them evicted from Battersea Park. I recommend everyone who has had a similar encounter should do the same.

Lousy service masquerading as premium.

Pines and needles charge upwards of £20 for delivery. It's steep (particularly in addition to the cost of an £80 tree) but for that they promise tracking to know exactly when your tree will arrive and the ability to select your exact tree from the truck.

Not only did I get neither of those things (and in fact got a confusing notification that the tree had been delivered two hours before it was), they delivered the wrong kind of tree.

It's then impossible to get in contact with them - the instant chat feature isn't an instant chat, nobody replies to email or WhatsApp and the phone puts me on hold for almost half an hour.

When I did get through I was told I would either have to wait five days for a replacement (during which time I'd just have a random bare Christmas tree in my house I guess) or get a refund of only 50% off the cost of the tree (not including the £22 delivery). Given the tree that was incorrectly delivered cost a chunk less than the one I ordered, that 50% really just meant paying the retail price for a tree I didn't really want...

I get lots of Christmas tree shops are pretty casual operations, but then don't pretend and charge prices like you're a proper professional service.

Barnes Pine and Needles was great - so pretty and Miles was the best helper - he was very knowledgeable on sizes, different species and varieties
We had fun and our tree is beautiful

Wait from 15.00 to 22.00 to get a tree delivered. No show no msg, no email, no explanation. And no tree.
Went to get refund. But can only get refund for the tree, the refund for delivery need to call head office, but no answer.

The tree is super late, driver unreachable, customer service unreachable

Visited the Pines and Needles in Brockwell Park and the staff couldn’t have been more rude or unhelpful. Choice was poor and overpriced. Avoid.

I am absolutely disgusted with the service I have received today from Pines and Needles.

Having used their services for the past 5 years or so and always being extremely happy with the trees I've had delivered, today has been disgraceful.

Early this afternoon my wife rang their customer services to enquire if they could check on the delivery of our tree today, which we ordered back in September. They checked and said it had been collected by the courier and was on its way to be delivered. We also asked for the tracking number for the courier and was given the information.

A few hours later we contacted the courier to ask when it would be delivered and was told it hadn't been collected and it wouldn't be here until at least Monday!

So my wife rang Pines and Needles back and was told nothing could be done. She pushed further and was given a 50% refund and it was explained that the reason was because we live so far away!! So why offer nationwide delivery! She requested he email to confirm the refund but this never arrived.

They did not deliver on the scheduled day. They could not re-arrange delivery for the day/time that suited us after the failed delivery.

not only this time. few years ago they did lost the tree in delivery. Today, delivery did not even appear, no notification or whats ever. hope we will be able to eventually get our trees in. so bed

Just had my second wasted trip to Blackheath station car park. The website says trees on sale from 23rd November. The first trip on 23rd was wasted as there was nothing there. Second trip on 30th November. I saw the shop was open at 6pm, so hurried home to collect my young daughter and we excitedly drove her there at 7pm. The website says open until 8pm. But they'd all packed up and gone home. I never had a reply to my emails, nor my voice mails. And nobody ever answered the phone. Latterly, you couldn't even leave a message as the mailbox was full. We've used this company for the past three years, but looks like it's now time to move on and find a more reliable company.

I went to the Pines & Needles outdoor store at Kenwood House with my little daughter who was very excited to pick up a Christmas tree. Online it says ‘open 23rd November until 20.00’, so we walked down there and arrived at 17.00…. and the gate was shut. They have a banner outside with a QR code for opening times, which again said ‘open’. There was no one there, and no one to talk to. My 6 year old was beyond disappointed and we obviously won’t come back there as it’s impossible to know whether they’re open or not. I strongly recommend another vendor like Shoots & Leaves or Gardeners Paradise, hopefully that’ll save you and your kids from disappointment. Two thumbs down!

Paid a fortune for a tree that was meant to be potted with its roots but wasn't so was dead by March. Pure fake product

I paid for indoor pickup service.

Every year previous, they've come in, carefully put a blanket down, chopped up the tree, then wrapped it up to prevent damage to the house. Any leftover needles were swept up.

This year, none of that. The tree was scraped through the house past walls and doors, leaving marks every where, dropping piles of needles. None of it was cleaned up.

I called to complain, customer service did nothing.

I have order a Christmas Tree for 80£ including delivery, at the beginning of December and it was never delivered. I was promised to be refunded and they sent me 9.68 pounds back. It's just a joke. Their explanation is, that the tree was delivered, which is not true! Very disappointing experience 😞

Something has gone wrong with this company. Have ordered in the past and had nice trees. This time, we were delivered a first pathetic tree. P & N replaced it - with another pathetic tree. Like others, they offered a discount next year. I had, on the phone, been asked if I wanted to return it. When I emailed today to say I did, I was told I would be charged a collection. So bad service follows bad service.. not acceptable that if you are unhappy with the product you have to pay to return it. I hadn't looked at Trust Pilot first, should have done before I ordered this year.