Pinesandneedles Reviews 179

I ordered a gonk just before Xmas 25 which cost me just shy of £50.00. The light that is supposed to work on it's nose doesn't. After sending videos of the product not working and a number of emails explaining that it's just broken, they have ignored my request for a refund. They don't even bother to answer my emails. I'm starting with this review, then I'm going to the small claims court, then I'm going to Trading Standards. I don't care how long it takes or what it entails, I want my refund.

They just took money off me and didn't deliver the order
Don't be tempted to buy anything from them They don't answer the phone and just email with excuses
A complete Con and they will carry on ripping people off as long as they can get away with it BEWARE

Pines & Needles charge for a tree collection service but just keep your money and don’t bother collecting. No reply to emails. They don’t answer the phone.

They get away with this as there is no way to complain or to contact them after Christmas.

Maddening and probably illegal behaviour!

The tree was lovely but the delivery and collection service left to desire more, not to mention that when they came to collect the tree - they actually broke the tree stand, broke one of my plants as they were taking the tree out and completely destroyed one of my walls that I just freshly refurbished and reason I booked the collection service in the first place.
I then had the “pleasure” to speak to Ula who arrange for the team to bring a new stand (it was not new - it was all dirty and filled with glitter) - I asked not to bother and to just give me the parts they took with them when collecting the tree and then to film the wall damage.
Never heard back from them again.
I kept emailing for over a week, called (goes to voicemail), left the voicemail- no response, messaged them on Instagram as I saw they were active (they are but no response there either).
When Ula was still responsive she said they will bring a new stand “next year” - I paid £380 to refurbish my walls before these incompetents came to collect the tree and ruined it again. Do you really think I will be using your service again? Seen you are not even bothered to reply to you customers

Expensive for the quality received. The tree was uneven, heavily trimmed, and looked as though it may have been previously handled. A replacement was offered but was not practical. Only a 20% partial refund was offered on the tree itself, i.e. excluding the expensive delivery.

Last year’s tree was noticeably better. We made this year's tree work with careful decoration, but I would not order again and would actively recommend against this company to others. Based on this experience, you are better off buying from somewhere you can see and choose the tree beforehand.

I've been buying trees from Pines and Needles Battersea Park for years and I have to say this will be my last.
I went to the Battersea store in December and was very specific on not wanting to spend more than £100. My tree was only £80 last year. The staff helped me look at two premium trees, and after I selected one, the staff member said it was actually a super premium. I asked how much it was and she said it was £115. I decided not to take it, but she said she could do a loyalty discount and throw in a wreath. At the
counter, the tree was actually £129. I said I didn't want it, but she said it was only £17 more for a better tree. She picked up a
holly wreath and gave it to me, though now that I have returned home, I see the wreath is rusty, the berries are already fallen off and those that remain are blackened. The wreath is unfit for use.

I hated feeling pressured into making a decision with my family there watching. Unfortunately this interaction has left a bad
taste in my mouth. I ended up spending way more than I wanted, felt pressured, and I'm not happy with the tree or my wreath. The tree in question also barely lasted ten days.

On top of that, when I wrote to them, the staff member in question clearly lied saying that I asked to see over ten trees. The company have offered me a discount on next year's tree, but I will not be purchasing anything more from this business.

The delivery and customer service have always been excellent, and I have never previously had any reason to raise a concern.
This year, I was advised that, as a precaution, the same Christmas tree as last year had been placed in my basket. I was genuinely pleased about this, as last year’s tree kept remarkably well and barely lost any needles throughout the month.
Unfortunately, this year’s tree began shedding a significant number of needles from the very first day, despite being watered daily and properly maintained in the stand. This was quite disappointing, especially after many years of consistently good or excellent trees from you.

I wanted to share this feedback for future consideration, as the quality I have experienced in previous years has set a high standard, which wasn’t unfortunately met this year!

The response from Ula, customer service:

Thanks for sending the GIF, yes I can see how the operative left the tree, and apologise for this. However, on both occasions (delivery and collection) the service was carried out and we delivered and removed your tree as requested. I understand that the tree was not delivered and installed as you had wanted, and for that reason I have offered you a refund on the instal portion of that service.

🎤💧🤯

We have been customers for 10 years, but the service this year shocked us. The team threw our tree into the street when they were meant to delivery and install it. I showed the video of them throwing the tree in the street to customer service - no interest.

I would avoid at all costs.

The delivery was excellent and I was very pleased with the quality of the tree supplied. However, all of this was undermined by the collection service after Christmas. A miserable and grumpy operative turned up. In previous years they have wrapped the old tree in a blanket before moving it to their van. This time he grabbed the stump and dragged it through the shared areas of my building, leaving a long trail of needles from my flat to the street. As a courtesy to my neighbours, I had to spend a considerable period of time sweeping and cleaning up the needles. I had paid for their collection service to avoid this kind of additional work.
On complaining to the company, I was first given a very standard, possibly AI-generated apology. When I pushed back again, I was offered 20% discount against a future order. When you consider the level of discount they offer for placing early orders, it is clear how dismissive and inadequate this offer is.
I had recommended Pines & Needles to neighbours, but will now actively advise against

I am so disappointed in pines and needles. I purchased a 8 ft tree a few days before xmas but a week in and the tree had lost at leat 25% of its needles. So much so, that I struggled to keep the ornaments on the tree, inspite of me watering the tree daily.
I will never use this company again.

Honestly the most awful tree for dropping needles I have ever had. Bought a week before Xmas, kept watered , but looks positively threadbare by 25/12. All my gifts were covered in brittle needles ☹️
You only touch it and the entire lot fall off each branch. Can’t wait to get rid of it -which we will do before NY and not have to sweep up full dustpans of dried needles. Complete and utter waste of money.

Pines and Needles saved my Christmas when I was let down with delivery by another company. I placed a last minute order to be delivered on Dec 24th and a beautiful tree arrived on time. The communication was excellent on every step of the process, I was getting notified multiple times of the delivery progress and customer service was always there to answer any questions. I will definitely be ordering again next year. Thank you and Happy Christmas!

Paid good money for a tree to be delivered
only to open up bag to tree with a trunk like a snake
and 1 side bare as fk
Wont stand upright in 2 different stands I have !
Will never buy a Tree from these people again my 6ft tree will spend christmas next to the bins in the alley
Disgusted with the service
Happy Christmas !

Wonderful tree but delivery nightmare. Was due Friday 19th . Waited in full day 8 am to 6 pm. Nothing. No notification , no update from company or courier. It then transpired that courier picked up tree on 18th but didn’t arrive in local area until 20th so could never have delivered on 19th. I knew more than customer service who just said “nothing we can do -they don’t work weekends”. Either they need better couriers or better Communication with customers. The whole experience was grim.

Beautiful Christmas Trees! Emily helped me find a lovely full tree, it fits my space perfectly !

Wow ! I am so pleased with my tree ! Stunning shape .. good height and full - healthy branches.
Both of your Christmas elves .. Sergio and Tatiana were professional and pleasant. I can’t thank you enough for this service and would recommend to anyone who wants Christmas beauty without the effort required in their part. I’m happy and will share picture on Instagram mentioning your company.

This company used to be good & they are now a shambles. Paid £190 for a 9 foot tree to be installed, & they delivered an 8 foot tree to my doorstop & never called us or rang the doorbell. Customer service takes an age to get through. Avoid.

Fantastic service from Jackson today at the Penge branch. Really polite and we had a good chat. Best customer service I have received. Far better than the Beckenham site.

Tommy in Barnes was fantastic - great customer service. He could have not been more helpful.