Charles & Ivy Reviews 

I placed my order in May and have only just received it. I am so disappointed in this company. Minimal updates, emails ignored and feeling as if I’d been forgotten.

Excellent delivery service from James calling prior to delivery. He listened to my delivery instructions as we were not going to be in and left the delivery as per exact instructions and showed due care diligence of placement of goods in a secure location. Stunning product and very easy assembly…..if you are thinking about it dont just order!

Excellent garden trellis although ordering via the website was a bit of a challenge (the colour did not match what I ordered).

While that does not sound a 5 star review, after contacting the team directly, especially Shannon and Abigail, they sorted everything in a friendly manner and extremely quickly. Delivered on-site and on-time by Anthony.

I bought outdoor wall slats from the Partington warehouse and had them installed. I spent over £3,000 in total with Charles & Ivy on fence panels, wall slats, a gate, planters and design panels. Some of those items were clearly marked with scratches (Planters) or slight discolouration (Wall Slats), and I accepted that. They have all held up and work perfectly.
(I did have a delivery issue where the full order was not delivered and on installation day, I had to make my way direct to Partington store to pick up the missing items. They were reluctant to replace them but ended up doing so anyway as I had installers on site and were unable to progress)

The wall slats are different. They were in good condition at delivery and installation with no cracks, no deviations, just some slight discolouring or even perhaps just inconsistent colouring. A couple of months later they began splitting along their length across 95% of the wall. I have photographed over 30 clear defects. This is a complete product failure, not a cosmetic mark, and it makes them unfit for purpose.

At no point in the warehouse were any clearance terms displayed, and nothing said these slats could fail. The first I heard of a "no warranty, no refund" clearance policy was after I made my complaint by email on the 3rd of September. The products also carry a lifetime warranty if bought new.

The process was slow. I raised on 3 September, was asked for closer photos on 7 September, and told them on 21 September that their system only accepts 3 to 4 images at a time. After more chasing, I finally got a reply on 5 October refusing a refund or replacement and noting how frequently I have to chase to get a response or outcome to my issue.

The cost is significant. Cost to purchase and install and I now have to pay to have them removed, new ones bought and refitted, which will cost roughly three times the original price.

Trading Standards guidance says:

- Goods bought in a sale carry the same legal rights as goods bought at full price.
- A seller can only rely on faults that were pointed out to the buyer, or that were obvious.
- If goods have a different fault, you still have your rights.
- A "no refunds" notice does not remove your statutory rights.

Splitting was never pointed out and was not visible at purchase, delivery or install and I have photos to prove the condition. I am escalating this to Trading Standards and starting a charge back on my credit card. I would not recommend buying clearance stock from Charles & Ivy without understanding that they may refuse responsibility, as well as noting that even though their products have a 20 year -> lifetime warranty, they do not obviously live that long.

James, who delivered our goods was extremely helpful putting them away where we needed them.
Friendly, lovely chap

The product is excellent and we have used you before. The delivery gentleman had an very good manner and managed the hand-over very well.

Fast and efficient purchase. Delivered by Gary and Chad who were very friendly and offered to drop the parcel in a room of my choice. Very pleased with the overall experience.

Avoid at all costs, they lie, and never get back to you and the products do not fit as intended I purchased a fence 6 months ago and it is still not installed correctly due to the wrong parts being received continuously. extremally over priced and terrible quality and I still do not even know if the correct parts have been received. never responds to communication in a timely manor and despite being told I would receive a call regarding compensation this has still not happened. Do not use !!!

Gary and Chad delivered with professionalism and politeness throughout.

Weeks late, items missing, incorrectly specked

I waited 13 weeks after being told it would be 5-6 weeks. I ordered for a customer, which chose Charles & Ivy themselves after seeing some composite fencing.
It came warped, panels cut to wrong sizes, inner aluminium sleeves cut to wrong size so the caps won't go on etc.
I'm a landscaper and I won't be putting my name to the installation of it, because of these discrepancies.
After spending weeks trying to speak to somebody personally, I've had to go back and fourth with emails to which I think is AI.
The customer and I have requested a refund and for them to pick it back up from me, (it's still in my hallway) as the product is not usable and we've lost faith with how it has been dealt with.
That was a few months ago now, I still cannot speak to anybody personally from customer services and they've stopped replying to my emails.
Charles & Ivy I am still waiting for an adequate response!!!
The product you have sent us is not usable and your customer service is nothing short of shocking!!! I still await your reply!!!
It is now 20th October and I still have not been contacted and the issue resolved. It is still just sat in my hall way. Charles and Ivy your customer service really is a joke!!

After months of waiting had to cancel my contractor which I felt bad about as C&I had taken payment from the contractor and the goods were not in stock. Countless delays and lies from C&I.

C&I you are messing with peoples livelihoods 😡

Read the reviews and don’t risk giving your hard earned money to this appalling company.

Response to C&I for me to provide more information ( there standard reply)

I don’t intend to waste one more moment of my time on this shambles of a company.

My £4000 fence will be purchased elsewhere and I suggest people reading these reviews take note of the numerous complaints.Should not be allowed to trade.

The experience was good but from order to delivery was a longer time than started and did have to phone and ask where the order was
But have used company before so I wasn’t worried with the delay
The day of the delivery Anthony was very obliging and made sure you were happy where he had left it by phoning you and letting me know
Thanks Ian Poutney

⭐ 1 Star – Extremely disappointing experience

I would not recommend Charles & Ivy based on my experience.

I placed an order with Charles & Ivy over 10 months ago for gates that were intended to be the finishing touch to a very special property project at a cost of over £7000. Unfortunately, what should have been a straightforward purchase of a premium product has turned into one of the most frustrating parts of the entire project.

From the outset, virtually every aspect of the experience has been disappointing:

• Extremely long delivery times – the original order took around five months to arrive.

• Quality and finish issues – the gates did not meet the specification or appearance I had been led to expect (completely different to the website design)

• Serious damage on delivery, manufacturing issues and remedial issues – problems have required further discussions and proposed replacement/remedial work.

• Further lengthy delays – even after waiting months for the original gates, the proposed replacement options involve yet more substantial lead times that would take this to over a year to deliver a pair of gates that I ordered.

• Appalling communication – emails have repeatedly gone unanswered or have taken weeks or months to receive a response.

• Poor customer service – I have had to repeatedly chase a company that should have been taking responsibility for resolving the problems.

Most recently, I emailed Charles & Ivy on 17 September 2026 setting out my position and what I considered to be an acceptable to there proposed resolution. As of 3 October, I am still waiting for a response, we are now in month 11 since order.

For a company selling what are clearly positioned as premium products, I find this level of customer service both incredibly frustrating and disappointing.

The gates were supposed to be the finishing touch to a very special project. Instead, after more than 11 months & counting, they have become one of the most frustrating aspects.

I have been patient throughout and have given Charles & Ivy numerous opportunities to resolve the situation. Unfortunately, my overall experience has been disappointing from beginning to end – from ordering and delivery through to product quality, remedial proposals and, most importantly, communication.

In my experience, the product may be marketed as premium, it is not, the level of customer service I have received has fallen a long way short of what I would expect from a premium supplier.

17 one star ⭐ trust-pilot reviews in the last 7 days of posting probably gives readers an indication of the current chaos within this company.

So after a shocking experience with another composite supplier who we had to take to court. We thought we might just have found a supplier to work with. Initially emails were answered phones were answered. Seem smooth enough.
Well after ordering the products it went deathly silent. No communication from them no update. We had to chase to find out where our order was after we were told it wouldn't be long until we received our order. We tried to make a simple change to an order. They never made the change.
Lied to from start to finish.
When we tried to order and additional part we were told it will be shipped out and should have it be a said date. Rang again to see where itbwas as no tracking information was sent. Oh itll be with you tomorrow. Tomorrow came and went. Again another hour on hold to sort it. Again it'll be with you now in 3 days time. So ended up traveling to Manchester to collect 1 part. Then when you ask to speak to a manager you get fobbed of and promised they will ring you.
A week later and numerous calls to them still no phone call. They will take your money quick but trying to get a resolution to an issue with the customer service team is non existent. Worst customer service team known to man!!!

I placed my order in March and was told the lead time for my bespoke gate would be around three months. Nearly seven months later, I still do not have the gate.

The communication has been dreadful. I’ve had to constantly chase for updates rather than being proactively kept informed. Each time I do manage to get an answer, I’m given another promised date, only for that date to come and go with nothing happening.

Despite being nowhere near the timeframe I was originally sold, they have refused to refund me, leaving me stuck waiting for an item that still hasn’t materialised.

Charles & Ivy are genuinely one of the worst companies I have ever had to deal with. I simply cannot understand how a business can take a customer’s money, miss the agreed timeframe by months, repeatedly fail to meet revised dates and still think this level of communication and service is acceptable.

At this point, what was supposed to be a three-month wait is approaching seven months, with no gate and no confidence whatsoever in any new date they give me.

I would strongly advise anyone considering Charles & Ivy to think very carefully before handing over their money. If you’re ordering something bespoke, be prepared for a potentially very long wait, constant chasing and, based on my experience, enormous difficulty getting your money back when they fail to deliver within the timeframe promised.

An utterly frustrating and unacceptable experience.

I changed my order multiple times and everyone on supoort were friendly and helpful every time. Anthony brought it all to the back garden and suggested a few other products that could help me finish the project off. Ended up using them more than once with great service.

Happy with the purchase. Great service from ordering to delivery

James was really helpful and pleasant. Great doorside manner

The experience was not good. After waiting an age for the item to be made. And having to constantly chase when it didn’t arrive on the first delivery date I had no follow up email. Again I had to chase where was the item. The delivery driver James was the only person that was helpful and he would score highly. As for the company I’d never use them again in my opinion.