Charles & Ivy Reviews 

We love the panels, great quality etc. Perfect. But a bit frustrating, there is one missing from the delivery.
Hoping we dont wait weeks for it to arrive, as its a bespoke size and already waited a few weeks for it to come.

DO NOT USE THIS COMPANY!!!!

Absolutely shocking service from this company. I have spent £9,042.54 with them and, after waiting seven months, I have still not received my driveway gate or a refund.

Since 12th April, I have been trying repeatedly to get this matter resolved. My emails and complaints are ignored, phone calls are either unanswered or I am left waiting on hold, and I am constantly fobbed off with excuses. I have lost count of the number of times I have been promised a callback, only for nobody to bother getting back to me.

How can a company take £9,042.54 from a customer and then provide such an appalling level of service? Seven months is an absolutely unacceptable amount of time to be left waiting, with no gate, no refund and no satisfactory explanation.

The complete lack of communication, accountability and customer care has been disgraceful. I have made every effort to resolve this matter directly, but my complaints continue to be ignored and refused a refund.

I have been left with no choice but to take legal action to try to recover my money and resolve this ongoing nightmare.

The financial cost is bad enough, but the stress, frustration and time wasted chasing this company for answers have made the whole experience even worse. Customers should not have to beg for responses or repeatedly chase a company after spending such a substantial amount of money.

I would strongly advise anyone considering using this company to think very carefully before handing over their money. Based on my personal experience, the service I have received has been shocking, and the way my complaint has been handled is simply unacceptable.

Seven months on: no driveway gate, no refund, unanswered complaints and broken promises.

This has been an appalling experience, and I would not want anyone else to go through the same thing.

Really pleased with our walnut wall panels and lighting strips, plus Steve and Russell the delivery guys were very helpful and friendly. Thanks 😊

The parts supplied do not fit and I suspect are of the wrong type. The delivery drivers did not bring lights strips to replace the two faulty units as agreed by customer service. The drivers did not have instruction to collect the incorrectly delivered items.

Steve and Pablo delivered a great service. Thank you both.

Just had a delivery from Anthony, he phoned when he was a on his way,. Very pleasant guy. Excellent service

Great quality product.

An excellent delivery was made by the delivery team, both Steve and Pablo were very helpful and considerate, they placed the consignment in the area I requested. There helpful and cheerful manner made for smooth and pleasant experience, they are a credit to themselves and there company, this review applies only to the delivery service i have received and I will review other parts of my experience when installation is completed

We had three orders with them over the last year, more than £1000 order. Their customer service if something goes wrong is horrendous, they don’t care. One fence panel cracked in two in the wind less than a week after being installed, they don’t cover weather damage. One panel whilst being fitted, the dog (spaniel size dog) stood on and it just snapped off. The gate is wobbly and has to be physically shoved after being opened to get it to close again. The garden planter with solar light has become a safe with them keep asking for videos and pictures of the light not working - duh! I sent them a completely black video and said ‘ look the light isn’t on’. Their videos for installation don’t seem to quite match up with all the little bits and pieces they send. Some of them require two different drill types to make the pieces fit together, so don’t buy unless you have someone who really knows what they are doing to install. They do look pretty good once in, but I’m avoiding using the gate and walking around instead so not really what you want

Order CI188146-202786. Charles and Ivy, once again you are not responding to complaints through your customer services and support. The only way I seem to get a response is through Trustpilot or other social media platforms.
Below is my most recent email that I sent on Sunday, the 11th of Oct 206. I phoned on Monday the 12th and managed to speak to a customer services representative who confirmed that you had received the email and promised that I would receive resolution by email from the management that afternoon before you closed at 1700.
Six days later, I have had no response. You have already had my complaints since 28th of Sep 26 and the only thing that has changed is that my list of complaints continues to get bigger.

Dear Natalie,

Please connect with my previous emails of complaint.

It’s gone from bad to worse. My wife took delivery of the parcel, and it was given to my building team. When they unpacked it, they immediately saw that the leads which I requested as LED-to-LED extensions were not for that job. They had a 3-pin plug at one end, which is clearly no good for LED to LED. Additionally, the label on the plugs said for indoor use only. My fence is obviously outdoors. Photo attached. Secondly, you sent three post caps which were the wrong colour. My fence posts are grey. Photo attached of black post cap next to one of my original grey post caps.
My building team had no choice but to get on without my advice. To overcome the power to 1st LED expansion problem they had to drill a new route through the wall of my house. Without the extension that was promised on the site survey this was the only way to get power to the right side of my fence. They have managed to make their own LED-to-LED extensions which allowed for the four steps up. Again, this was all covered in the site survey and we were assured wouldn't be a problem.
In short everything that was addressed by Charles and Ivy last week to manage some of my complaints, resulted in the wrong items being sent and compounded all the other problems I have experienced.
To add to my growing list of issues, yesterday, I noticed that the posts attached to our house are black and therefore a different colour to all the other aluminium posts. I am now stuck with these because to change them now that the fence is fully up, would take a lot of time and effort from my building team and therefore expense to me. I attach a photo showing the difference in colour.
Below is my full complaint list which I hope you can address speedily and correctly.
I also hope I don't have to again start communicating with Charles and Ivy through social media platforms and Trustpilot before these complaints receive a response.

Issues that need resolving and my request requested outcomes:

Posts attached to house are the wrong colour.   Compensation for this mistake by Charles and Ivy
I have 17 panel slats that are a different colour tone to the remainder.       Refund for all 17 slats.
The slats in the gate are a different tone in colour.       Replacement slats for the gate sent ASAP.
I am still waiting my refund for 10 slat packs already returned to and received by Charles and Ivy on 28/09/26. Refund issued ASAP
3 post caps in grey required. Sent ASAP.
The site survey did not match the description on the website by a very long way. It caused more problems than it resolved. I request a full refund of the site survey £275.
Due to the problems caused and broken agreements made on the site survey, I was forced after delivery, to purchase two additional aluminium fence posts at a cost of £210.80. I request a full refund of £210.80, for this additional, unexpected expenditure.
The plastic component that sits behind the strike plate on the smart lock is damaged. I request a replacement part sent ASAP.

I have no idea what's been happening at Charles and Ivy recently, but it does not match the promise made by the company website and social media platforms. All these issues should either not have happened or should have been resolved very quickly.
There seems to be something happening at Charles and Ivy, which has resulted in a breakdown of communication to and from the customer and between customer services and the company warehouse. I can only hazard a guess of what is causing this but perhaps the company is overstretching itself, and therefore not able to match the supply and demand and the level of customer service expected. It only requires a small interrogation of social media including Trustpilot, there are currently a lot of unhappy Charles and Ivy customers.

I ask that all my complaints are addressed no later than Friday 16th October 2026 allowing me to move on from this disappointing experience.
I fall within your vulnerable customer policy.

Been today and spent quite a bit of time deciding on panels and fencing. Brad helped us and I can’t recommend him and The company enough. Nothing was too much trouble and the price and deal he gave us was fantastic!! 5 ⭐️

Ordered a mirror off Charles and ivy with lighting and my lighting was not working when I got it delivered rang up and spoke to Abigail who solved the issue quickly and efficiently I sent her an image and she sent me a replacement adaptor the same now. It has now arrived and I am very happy with my mirror and it looks amazing in our hallway. Thankyou for your help Abigail!

We purchased a water feature for £1500 roughly.
Upon arrival the water feature had no back on so unable to use.
We politely messaged the company for over a month with no response.
We then resorted to charge back with bank.
The morning after they managed to rear there heads and grace us with there presence for pick up of said water feature witn no back.
If only they had been as pro active to take care of us maybe they could have fixed the issue and we could have enjoyed the water feature instead of months of stone walling.
Do your homework to any perspective buyer

ABSOLUTELY AWFUL, INCOMPETENT COMPANY. TAKE YOUR MONEY BUT DON’T SEND YOUR STUFF. ONE FEEBLE EXCUSE AFTER ANOTHER. I ORDERED A WATER FEATURE IN EARLY JULY. THE PUMP TO OPERATE THE SAID FEATURE ARRIVED FINALLY ON 16 OCTOBER. AN ABSOLUTE JOKE FROM START TO FINISH. I DONT KNOW WHO IS IN CHARGE OF THIS SHAMBLES BUT THIS IS A FISH THAT HAS ROTTED FROM THE HEAD DOWN.

I’m very happy with the quality of the acoustic panelling. Also impressed with the customer experience, with regular updates on the delivery. Paul, the delivery driver, could not have been more helpful. He carried the 3m panels by himself round to my back garden and into the house.

Maria was amazing! She ensured all my needs were met. She was able to answer all the questions I had. Its so refreshing to recieve such good customer service! I will be recommending to friends and family!

First class delivery from Anthony & Daz

Order received today as advised. Anthony & Daz, the delivery drivers kept me informed of delivery time and were very polite and helpful on arrival. Both made sure the item delivered was as ordered and checked that the item I had previously ordered incorrectly was taken away. These gentlemen are a credit to your company and it was a pleasure dealing with them. My whole experience has been impressive. I would not hesitate in dealing with your company again. Thank you MAT

Anthony and Daz, great service provided thanks so much for the delivery