Charles & Ivy Reviews 

Final Delivery service was excellent by Steve and Pabo. The order service by Charles and Ivy would only get 2 stars, very poor.

I ordered grey any angle fence post. Although the driver had a grey one on his sheet a black post was on his van sent in error. How difficult can it be to get the colour correct for delivery,!! This followed a late delivery when I was told the post would be delivered 7th Oct but it wasn't- with no explanation given, and then the incorrect one was delivered today. Unbelievably bad service.

Loads of items missing. Absolutely none of the sundry items were included - no bolts, fixing kits etc

Driver was really helpful and personable, but it's no good having 17 posts and 28 panels with no fixings !!

We ordered a gate with digital lock. You have only supplied the digital lock on delivery and it is impossible to contact your company as your staff are unable to pick up the telephone

Steven and Russell once again delivered our gates quickly and promptly. Great communication to keep me up to date with when they were arriving.

Really impressed with this company. Great products and the 2 delivery lads, Steve and Pablo couldnt of been more helpful.
Thank you

Kept me informed at every stage of despatch and delivery and delivered quickly and with care

**UPDATE – 16 October 2026: Still no resolution\. Now pursuing a refund through American Express\.**

Unfortunately, my experience with Charles & Ivy has gone from disappointing to completely unacceptable.

I purchased an Opus water feature in July for £770\.87.The LED lighting subsequently failed, and I reported the problem in September.

On 14 September, Charles & Ivy assured me that a replacement LED had been arranged and would arrive within 3–5 days.

More than a month later, nothing has arrived.

Despite repeated emails, apologies and assurances, the company has failed to deliver the promised replacement or provide any meaningful resolution.

Their latest response consisted of yet another apology, an assurance that they would investigate, and the suggestion of a goodwill discount once the replacement eventually arrived.

Since then, further silence.

I have now formally rejected the product and demanded a full refund of £770\.87 under the Consumer Rights Act 2015.

I have also opened a Section 75 claim with American Express to recover my money.

What should have been a straightforward replacement of a faulty LED unit has become an unnecessarily prolonged and frustrating experience.

The most disappointing aspect is not the original fault — products occasionally fail — but the complete lack of effective after sales service.

**Based on my experience, I cannot recommend Charles & Ivy**

I will update this review if the company finally resolves the matter.

1 STAR – APPALLING AFTER-SALES SERVICE

I am extremely disappointed with the after-sales service provided by Charles & Ivy.

I purchased an Opus water feature in July, and within a matter of weeks the LED lighting unit failed.

I contacted the company expecting a straightforward replacement of what was clearly a faulty component.

Instead, I was subjected to a frustrating exchange with customer services, who insisted that I provide a photograph of the faulty LED unit, despite my explaining that a photograph of a light that doesn’t illuminate would serve little purpose.

Eventually, on 14 September, Charles & Ivy confirmed that a replacement would be dispatched and should arrive within 3–5 days.

It is now 11 October, almost four weeks later, and I have received absolutely nothing.

Despite chasing the company and subsequently making a formal complaint, the matter remains unresolved.

What should have been a simple warranty replacement has turned into an unnecessarily frustrating experience.

I find it astonishing that a company selling relatively expensive garden products appears so incapable of dealing with such a straightforward customer service issue.

My experience suggests that once Charles & Ivy have made a sale, their commitment to resolving problems is extremely disappointing.

I would strongly advise prospective customers to consider the standard of after-sales support they may receive before purchasing.

An extremely dissatisfied customer.

Good products but no instructions when delivered. Customer care line isn't that helpful either. The installation videos are misleading as they same the same instructions apply to the whole range of a product which they don't. Also, no instructions for extras like lighting. Very frustrating and I am unsure whether I would use them again.

Anthony the delivery driver was very helpful and took great care to delivery our cladding. He made multiple trips in our lift to ensure the individual cladding boards were not damaged, and carried them into our flat for my wife.

Painful experience from start to finish, still not happy feel I deserve compensation the product still doesn’t look right, contactedC&I several times via their email automated service,
3 month long drawn out, myself being the one to do chasing of goods etc..

Would not recommend using this company, overpriced product, with very poor customer service, for what is supposed to be a luxury expensive item

Gary and chad were very efficient.

Poor service; they don't respond to emails unless it's a sales inquiry.

Trying to return an item per their process; no response for weeks.

Order no: CI186813-212512

Customer service agents are very helpful and go out of their way. But let down by the logistics. 4 failed deliveries over 6 weeks (something that was ready in c3 weeks took another 6 or so to get delivered, with curious reasons each time a delivery was scheduled then withdrawn) On the 5th scheduled delivery, already too late, the time it was delivered was outside the window quoted.

Fantastic delivery service. The driver was very friendly, helpful, and went the extra mile carrying multiple items back and forth. Great customer service and a pleasure to deal with. Highly recommended.

So why is everyone else so pleased? We ordered our XL planters 1st week of June after many many attempts to make contact we had a delivery this week. Yes 1st week of October! No apology, no building instructions and a heap load of damage to planters. Gutted is a gross understatement

The outlet is a great place to buy decorative screens and fencing to enhance your home. We have visited several times from Bristol since a sale in Spring 2025. We have recently installed a side gate and no TV tall and short fencing with decorative toppers. The staff in the outlet are always very friendly and helpful. A special mention goes to Charlton, Katie and Justine. The yard is a treasure trove of interesting finds.

Was dealt with by Melanie in sales who was very warm, friendly and knowledgeable on all products - she made the process very easy. The products were delivered on time by James who was very helpful especially considering we live on in a third story flat!

Maria was absolutely amazing, the service I received was the best I’ve had in a long time. Highly recommend. I’ll be back to purchase the pergola very soon!

Great early delivery, prompt friendly and respectful.