Pinesandneedles Reviews 

Barnes pines and needles is great!! It’s the third site we visited and had a fabulous 9ft tree . Staff super helpful and carried tree to car.

Misha was very helpful this morning. Attentive and cheery. No issues with anything and rather approvbe of their new location.

I wouldn't even give this company 1 star.. very rude they treat their customers and drivers and workers like slaves ..
No regards or any safety issues on the road all they care about is getting tree's delivered with no customer experience..
Hr very rude and obstructive no normal way of communication then to be rude to.you..
I wish I never applied for.this position..
Wasted money time and effort for pines and needles to just dump you where they see fit.
No respect from manager especially bibi..and lied through their teeth when paying out whats owed.
They have no welfare or wellbeing put in place..
Total disregard.for natural wellbeing

They didn’t deliver and still haven’t refunded the money. Total robbers!

My experience with this company is not through buying a tree, but rather through my car being hit by one of their delivery vans while parked in our road. I contacted the company by email and they dealt with the issue promptly and very efficiently, fully taking responsibility for the cost of repairs. I have read several reviews being critical of this organisation. I have had completely the opposite experience

If i could, i would give a ZERO rating; this company is a joke and a scam; they deceive customers with a fancy website Xmas music on the customer care waiting line. Trees are very low quality, they - not least to say that they are rude - do not clean when tree is delivered & collected although it is clearly part of their paid service, I can clearly see why everybody leaves a 1-star rating. Stay away from this company, save your money and time waiting in line and then arguing unsuccessfully with the customer care team who seems fully unable to cope with the amount of complaints.

Ordered an 8ft tree for delivery. The tree was very obviously not 8ft (about a foot taller than the two 5'9" guys who delivered it). Already a consumer rights issue here (or fraud?). When unwrapped it was very misshapen. We called it the Dalek tree. Pines and Needles did replace it after two days with something better, but I had to wait in all day for delivery after having already waited for the original delivery. I think this is a business in serious decline. They have offered me a discount for next year. Unlikely to still be here given the other reviews.

Paid for tree and delivery. Delivered on wrong day after me wasting a day staying inside 3pm till 10pm for the delivery. No communication. Next night they dumped it outside my house. Couldn't then REdeliver for another 4 days so had to waste more time having them collect it as I was not home and yet MORE hours and days trying to get a refund a they "lost" my payment details! Pathetic customer service. MANY HOURS wasted on my part.

My delivery drivers didn’t even carry the tree. They dragged it up the stairs. I could have done that! And got mud everywhere on my walls and carpet. However Pines and Needles sent a new tree and new driver the next day so thank you for that.

It used to be an okay place to get a tree from, but now pines and needles have gone beyond a point of no return in retaining even their most loyal customers. They will happily charge you for the service they can't deliver, then make it impossible to contact them for a refund. There is no tel number, their tracking app/desktop is useless, and their driver thinks it is okay to wake customers around midnight with a delivery way past delay time and zero notice—plenty of other places in London to get a tree from, plus excellent customer service. Avoid this wreck of a company at all costs if you don't want to get annoyed about your Christmas tree, which should be a joyful experience, not dread like dealing with this one..

TERRIBLE. Avoid at all costs. Mislabelled trees by 3 metres! Sold an 8.5ft tree was in fact 11.5ft. Had to take back in a van. They thought it was funny. They
had run of labels and used the wrong one. Could not get refund as customer service was worse than useless. Rarely dealt with a worse run company. Still trying to get £109 refund! Do not buy from them it will ruin your xmas.

Went to one of their locations, picked and paid for a tree and paid for delivery which was for the next day. Next day I waited till 10pm and there was no delivery. Messaged them through their app that was supposed to show tracking and info about the delivery - no response, emailed them the next morning - no response.

Tried to call and after selecting customer service on their phone line i was responded to very rudely telling me to email a customer service email address (what is the point of a customer service option on your phone line if you won't take any cs questions on it?).

Emailed again and many hours later received a confused email response saying they are trying to find us "a" tree, once pressed they claimed they misplaced the one we picked. They've clearly sold on the tree we picked and were happy to pocket the money twice. Will never use again. And will be reverse charging the payment with my bank as they are clearly too incompetent to process a refund.

Pines and Needles is a holiday horror that should be avoided at all costs. The only thing more crooked than their Christmas trees is the company's director, whose questionable family history and legal troubles make this business a festering lump of coal in the season of joy. Steer clear for a merrier celebration elsewhere.

If I could give it 0 stars I would. The trees are absolute rubbish DO NOT order from here it is a scam. My first tree that was delivered was narrow with a crooked top of the tree. It was just not a Christmas tree and should never have been an option to begin with. Then, they deliver a tree that in theory looked ok. But then when I looked at it in the daylight I thought it was drying out - it wasn’t dry it was caked in mud. I have never ever in my lifetime ever seen such awful trees. And the worst part is that they’re £100! I wouldn’t pay £5 for these. Never again. Save your money and go for a proper company like FLOWERBX. This is unacceptable and I’m now waiting to see if they can pick up and dispose of it. Never again.

Appalling customer service - turned up to the Maida Vale one to be told they couldn't show us any trees, despite the fact we wanted to spend over £100 with these jokers. They wanted you to select one from a pile on the ground covered in netting without seeing how it was. Very rude, complete waste of time. Go to Clifton Nurseries and save yourself the bother.

Website for Islington advertises a 9am opening time. I arrived at 9.30 to a deserted site; a bloke unconnected with P&N told me they usually don’t turn up until 9.30/10. Don’t advertise that you are open if you are not! Total waste of my time and this is the second year it has happened. Never again. I went to my local garden centre that had nicer, cheaper trees and good customer service. P&N deserve to go out of business.

Went to the Putney store this morning at 9, when it was due to open. No one had turned up by 9.30 so I left - no one answering the phone or live chat.

Don't bother going here unless you live next door - there's no guarantee your journey wont be wasted.

Order not received, cannot get through, no response from emails and messages, they are scammers do not trust this site

Went to the Putney Pines and Needles and the initial service was great. Paid £110 for a tree and £20 delivery the following day 3pm-10pm, the tree never showed up. I tried to call the following day and no one picked up the phone, you think a Christmas tree company would have people in the office during Nov/Dec but no, I reckon collectively my partner and I were on the phone for over an hour. I had to go back to the Putney branch and the man basically told us our tree was lost, so we had to get a new one to be ‘delivered’ that evening. Zero office contact, the tree then was delivered at 10:45pm? We certainly won’t be shopping with them again. It was a LOT of effort and aggravation. Avoid avoid avoid

*I've edited my original review to say here that the tree arrived more than three hours after the last allotted time (I paid extra for a shorter time bracket), a bit thinner and with more brown needles than usual, and I received a reply from customer service who did not deem that I was owed an apology or a real explanation.

The delivery drivers were quick to install and friendly. No issues there.

The issue seems very much like bad management that's led to overworked customer service and delivery people and the numerous issues in the other reviews.

My original, kept at home waiting all day, review

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As I sit waiting for a tree that will likely never arrive, the rain rhythmically battering against my window, the boiler rumbling away in the background, I'm reminded of the absolute hell that is the faux-cheerful looped hold music that Pines and Needles forced me to sit through every time they ignored every single one of my calls.

Do not buy from this company if you value your time or a good service. And if you like to get updates when something goes wrong (which is acceptable, of course!) do not buy, as you'll need to ask them if they could please let you know why the service that you bought is not being delivered (including the VERY expensive cost of delivery where others in London are free) and they will likely ignore you.

I say all of this as a loyal almost 10-time customer, who will never buy a tree from them again. Look at the recent reviews here, and you'll find my experience is repeated... often worse.

The promised updates do not update, there's none of the promised live tracking even though there used to be, and perhaps worse of all: the bad reviews here and across the internet have been piling up for a week and Pines and Needles have done nothing to improve their service in that time.

Pines and Needles is not the company it once was.

But to be fair, their customer service did try. For example. They VERY QUICKLY updated my order when I wanted to spend more money on a tree (appreciated at the time), but when I needed help locating my driver, the absent text updates (these used to arrive on the morning of delivery) and you know ... my tree.. they took their time to give me any helpful information, choosing to ask if my tree had arrived rather than read my issue and then simply not replying when I asked if there was any chance I might get that what I'd paid for.

But the Customer Service, who I can see from the TP reviews are exceptionally overworked this year, did try a bit -- which is more than can be said for whoever is managing customer satisfaction and retention.

But if you want your Christmas to begin stressfully then do buy from P&N.