Fairybell Reviews 

A cable on my tree broke when I was dismantling it yesterday. This morning, I emailed customer service to confirm the correct replacement part. I was surprised to receive an answer approximately an hour later supplying me with part information and 2 discount codes which I promptly used, resulting in $0.00 cost for my order! Within the next hour, I received a confirmation that my order had shipped.

Amazing customer service!!!

Don't waste your time. Ordered from them. Heard nothing for a week. Chased them, only then did they claim they hadn't sent it because my address was incomplete. Informed them my address was correct per Royal mail, waited another 2 days, nothing. Chased again, now they cancelled the order.

Time wasters supplying a seasonal product. Spend your money with a company that actually has customer service and realises they're selling a seasonal product.

I ordered on 24th November and attempted to cancel immediately but was told it was impossible. The item is still not here and I’ve been told it’ll be delivered tomorrow despite it never moving. I’m not getting a refund off them either as they won’t process it.

We are longtime Fairybell customers, and I can't recommend these trees enough. Our first tree, an 8m/1200-LED model, purchased in 2014, just served us faithfully for ten full years. Despite my initial concern that it felt lightweight, it proved incredibly durable. With careful seasonal storage (I put it up in November and take it down after New Years), it has needed only minimal, easy repairs and still looks fantastic.

We live in a windy area, and this tree has been whipped around countless times without any issues. It's also bright enough to make our property, which is set far back from the road, a local landmark—we've even received complimentary cards in our mailbox about it!

This year, we upgraded to the 10m/4000-LED model. All I can say is OMG. The difference is stunning. The density of lights makes it look absolutely professional and unbelievably magical. We are so thrilled with our upgrade and look forward to another decade of Christmas cheer.

I've got a 6m Fairybell, purchased in Dec 2023. Looks great, but comes with TERRIBLE customer service.

In Dec-24 I wanted to buy some spares and messaged them via their chat on website to check the power leads were compatible with my model of Fairybell. Despite a message back saying someone would be in touch, no-one bothered replying until I chased on 2nd Jan 2025, when they replied as if it was the next day instead of a month later.

BUT the bigger issue is that I have broken LEDs already in 3 of the 8 'webbings'. Still under warranty so I went to raise a claim. The Bot sent me a link to order spares under warranty, but the largest option available was 4m when I need the 6m version.

So I emailed Customer Services on 2nd Jan, which was when I got a reply about my chat from December. I forwarded that person my email I had sent earlier to Customer Services asking him to respond to that too. No reply.

On 8 Jan I chased, and this same person said he knew nothing about my warranty claim, so I forwarded him the email I had sent him on 2nd Jan and he replied that "we had not seen this message before" as if I'd never emailed it (twice) on 2nd Jan.

He gave me a new link to order the 6m webbing, but said it was out of stock and I could enter my email to be notified. I replied asking when it would be in stock again, and he replied "September" as if it was just next week, not 9 months away.

So basically, my plans to use it at a summer wedding party are out the window.

In summary, it's a nice product, looks great when up and working, but it's expensive and comes with TERRIBLE customer service. They don't reply to emails/chat, and when they finally do, it's totally unsatisfactory and unprofessional.

The 3 year warranty is only as good as the Customer Service!

If I could put zero stars I would. Do not touch this company. Absolutely shocking. Claims they give a 3 year warranty. They are a joke!!

Used for about 7-10 days last year. Put up this year and pole snapped within 3 days. Contacted fairybell who are totally disinterested in our issue. Will only respond if you want to purchase new parts.

No use in the UK whatsoever!!

Crooks! DO NOT BUY!

Parts missing and no one responds, paid £600 for a tree and can’t put it up due to the parts missing

Zero customer service

Terrible company
Sent me a tree nearly £400 with the extras no cable connectors so won’t work
I have emailed them 6 times gone on live chat etc etc
Just ignore you completely
Absolutely disgusting service please do not order or waste your money with this company
I am contacting them every day but nothing
So I have a 4m tree that won’t work
How do they get away with this !!!

Utter joke of a company . Delivery already delayed !! And today only recieved flagpole with no tree lights !! Do not order from this company , they say they have stock this is lies do not and they don't reply to you. I'm now reporting them to the bank !!!@

2 days after putting up the tree moderate wind the 6mtr pole snapped and fell into road causing traffic obstruction lights snagged on fencing and broke so lights no longer worked wouldn't recommend flimsy pole and Fairy bell are not interested and give every excuse to avoid assisting when you report issues. Lovely looking product but not designed for use in winter conditions avoid

A little bit of a con ! Great lights but we just bought a £400 6ft tree as it was advertised well and even a video showing how it goes up . We were sold but when it turned up there no pole ? So basically it’s useless without it ! Guess what it’s not included!!! Whattttt… it’s another £150 for the pole but it doesn’t state that on the advert anywhere not even at checkout! Madness, What a con ! Watch out for this one folks . Very disappointing and dishonest

Website says orders shipped within 24 hours during the week.

Ordered 11/9, waited until 11/12 to send an email asking when it would ship. No response.

Follow up email, no response. On-line chat referred me to their email.
Found their phone number for customer service, always busy. Found their site number, says your call may be recorded and have your order# ready, then no one is available to take your call, email them. Looks like FRAUD!

Fairybell is een sprookje dat 1000 dagen, lees 3 jaar duurt. Wanneer het product het doet, ziet het er geweldig uit.

Echter……. na 3 jaar is onze ervaring, zowel bij mijn zus en haar buren en bij ons en bij onze overburen dat gedeeltelijk of geheel het product niet meer werkt. Bij mijn zus en de buren is dit hersteld door een betere variant te sturen aangezien het productiejaar niet goed had geleverd en voor de buurvrouw een nieuwe ring; steeds herstellen van fouten. En dan de toon alsof je blij mag zijn dat ze iets opsturen alsof er een een knoop los gaat na 1 dag na aankoop van een nieuwe broek en je een nieuwe knoop krijgt en dankjewel moet zeggen en zelf de knoop erop moet zetten.

Al met al: een product dat binnen 3 jaar en een maand mankementen vertoond ofwel dure kerstinvestering van 360 EUR, ofwel 120 EUR per jaar. Advies is niet doen!
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Fairybell is a fairy tale that lasts 1000 days, i.e. 3 years. When the product works, it looks great.

However…….
After 3 years, to our experience, both with my sister and her neighbors and with us and our neighbors across the street, is that partially or completely the product no longer works. This was repaired for my sister and the neighbors by sending a better variant since the production year had not ‘delivered’well and a new ring for the neighbor; always correcting mistakes. Andthe tone as if you should be happy they send something, as if a button comes undone 1 day after purchasing new pants and you get a new button and you have to say thank you and put the button on it yourself.

All in all: a product that will show defects within 3 years and a month, or an expensive Christmas investment of EUR 360, or EUR 120 per year.

Advice: don not buy!

I spent alot of money on a large Fairybell tree. Knowing that the tree is only on display about 4 weeks out of 52, I didn't expect the transformer plug to stop working after 1 week in December! The 3 year warranty should be valid....

I live on a busy road and have many people commenting on my Fairybell tree, asking where I got it.
As it no longer works I'm forced to tell the story of how the plug no longer works after very very light use and Fairybell products are of poor quality.

Poor quality plugs and transformers are unacceptable considering the cost of the total product.

I recommend customers think very seriously before purchasing from the Fairybell brand. The quality of product doesn't seem longlife..!

Within a couple of weeks one of the strings stopped shining, clear to me a mistake in the product. Although the string was replaced by Fairybell by an internet process, making me doubt by every step, they leave it to the customer to replace the string. While being a big tree, this is not something you do that easy, it costed me quite some time. For up to 500 Euro for a Christmas tree, you may expect a different service and better customer approach. How about elderly and less handy people Fairybell?? You really do your outmost best to avoid contact with the customer. Congratulations with the negative NPS score on the CX experience!

Looks like a UK website and does not make it clear that UK Import duty and other additional charges will be made when the goods are shipped from the EU.

Made an order on 23rd November and got a tracking number straight away. This never progressed from the tracking status of ‘label created’. When I emailed customer services I was told the item had been despatched but when I challenged this they confirmed actually it hadn’t due to problems in the warehouse. After numerous emails to customer services I was eventually told on the 13 December that the parcel had been returned to them by ups (again tracking number didn’t reflect this) and was offered a refund.

Reordered immediately and item was despatched and went through the ups network properly second time around although was delayed due to their being a missing commercial invoice from the seller. This was quickly rectified after contacting customer services but have just been informed this will now arrive after Christmas.

Disappointing service in the run-up to Christmas for an expensive Christmas item.

Ordered a light up flagpole tree from a UK supplier and after 4 months of delayed delivery, re-sending the original order with yet another delay, ordered from Fairybell in the Netherlands... sent to UK in less than 48 hours, emailed by their customer service almost instantly after order saying a complimentary UK plug adapter was being sent. Excellent exemplary service. They should teach our UK companies a thing or two... HIGHLY RECOMMENDED