Charles & Ivy Reviews 

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.

Poor communication
Gates were ordered 17 August
Delivery of fence panels and gate posts 9 October which is fine and agreed but not made aware of no gates

James delivered our door and lock system today. Great delivery. Knocked the door, asked where we wanted the items, and handled them with care. Very nice approachable chap

Charles and Ivy promotes themselves as a luxury product . various imperfections were noted in the product on discussing this i was advised by more than one member of staff that "bowing is common and its best to just try and fix it with screws as best as you can " trying to make contact is very hard when calls finaly answered the promised resolve was not processed to which I was told there must have been an error in the computer system and your porder was not processed this led to lengthy delays - I am still awaiting the refund of imperfect cladding this has been several weeks with chaser calls and emails to which no response has been recieved
Not the luxury service I had hoped for

I have no problem with the delivery lads all been brilliant polite and friendly as with the rest of my experience with this company that's a different matter but ending in a positive note very happy with fence

AVOID AVOID AVOID
Read all 1 and 2 star ratings. The worst company I have ever dealt with, their website has incorrect information and fake photographs, what you get may not be as the description or photograph. They send incomplete orders, won't answer the phone and when they do they tell you lies. Their positive reviews are mainly regarding deliveries, the delivery people get a bonus if they get a good review. Don't trust Trustpilot reviews, they never update the star rating. Not sure how this company is allowed to trade!

ORDER: CI182441

Total inept company from top to bottom.
Lack of communication, stock materials and decent basic customer service.

Was told the fence delivery was pushed out from 3 days to 8 weeks due to a supply issue…… fair enough.

However, 13 weeks later and still no delivery or decent update. Credit card chargeback initiated and granted immediately to recoup my £1700 outlay.

Lack of leadership: I made numerous calls and emails asking for escalation and return calls from management but nothing……

I had other orders ready to be made but now going with competitors who will actually deliver.

Strangely enough, most of the Trustpilot reviews read very similar to each other.
Almost as though the same keyboards were used….🤔

Will a senior figure write a response to this review? If so it’ll be the first one to answer anything on this case in over 13 weeks. Wonder who or what they’ll blame.

Just accept your company has had a nightmare from start to finish and hopefully learn from it on how not to run a business or provide basic customer service.

**UPDATE #1**
Had a request from Trustpilot to provide additional info so “Charles & Ivy can better understand my experience & allow them to respond”.

They ask for my phone number - that’ll be the same number that I’ve given them numerous times over 13 weeks when asking for a manager to take responsibility and contact me directly on it! My number is still the same so have forwarded it again.

**UPDATE #2***
See below for standard copy and paste reply by Charles &Ivy added 14/10/26.
- I never did receive the requested personal contact from anyone associated with that sham of a company.

To note, the refund wasn’t simply offered by Charles & Ivy, it was as a consequence of me initiating a section 75 legal protection chargeback through my credit card company.

I was guaranteed delivery before the opening of my restaurant. They failed to deliver on time and I had spoke to Laura in sales and she needs to work on her respect and attitude when it comes to customers. We are completely gobsmacked with how this situation was dealt with especially as we are returning customers and I made clear we wouldn’t place the order unless they could guarantee it was here on time.
When it finally arrived, the delivery men were also shockingly rude to my partner, almost intimidating. They made it clear they didn’t care about the customer service also and when my partner mentioned they were on camera they suddenly changed their tune and scurried off.
Extremely disappointing for saying how much we love the mirrors but tarnishes it when you have an experience like this.

Good delivery Anthony was polite & helpful

Delivery driver was very helpful and helped carry the long items into the house
Charles & Ivy
Great service

Really nice man - very helpful and a lovley smile - name is mark

Order: CI189053 — ordered 13 September

My initial contact with C&I was very good and I felt confident placing my order. Unfortunately, once payment was taken, the communication stopped.

As a couple of weeks passed, I became increasingly concerned after seeing comments from other customers on social media describing very similar experiences — excellent communication initially, followed by poor communication once orders had been placed, with some customers apparently waiting many months for their products, and reports of items arriving damaged or incomplete. I also noticed comments being deleted, by C&I which understandably raised further concerns.

I emailed C&I several times to ask for an update and to clarify the current lead time, but my emails were repeatedly ignored. The 1 reply I received, totally dodged the lead time question. Eventually, I managed to get through by phone and explained my concerns, including the comments I had seen from other customers.

I was told that they were experiencing a particularly busy period and that the current lead time for bespoke gates was up to 14 weeks, compared with the original 12 weeks I had been quoted. I made it clear that I was happy to wait 14 weeks provided this was a genuine and transparent timeframe, and that orders weren’t routinely taking 6–12 months.

However, over the last couple of weeks I have seen multiple negative reviews on Trust Pilot describing very similar issues, which unfortunately reinforces the concerns I already had. C&I’s responses to these reviews appear largely standardised and don’t seem to acknowledge the underlying issue with communication and delays. I feel I’m being lied to.

What I don’t understand is why the company continues to actively advertise and take new orders if it is struggling to fulfil existing orders or even respond to customers who have already paid.

At this point, I simply want to know when my order will actually be delivered. If it is going to be more like 6 months to a year, I want a refund. I don’t want to be left waiting indefinitely after paying upfront. I need the gates!

This isn’t simply an inconvenience either — I am currently without a driveway gate, which has genuine security implications for my property.

I hope C&I will provide a clear and honest update on my order and prove these concerns unfounded, but at present I am extremely disappointed with the communication and lack of transparency.

Fantastic Service had a chat live to find out delivery time and response was so accurate to time. Delivery driver called to update time of delivery such a personal touch. Thank you so much very pleased with my delivery and products.
Definitely recommend this company true to there description.

To be kept informed with regard to the order progress, Wow, this company exceeded all expectations. The emails prior to delivery gave approximate dates and times, and on the day, goods arrived almost to the minute, even the driver phoned ten minutes befote arriva., carried a heavy load into the back garden and said are you sure this is far enough. Brilliant.

I would like to give a big thank you to Ella for all her help in finalising my gate and fence order.
I had numerous questions throughout the process, and Ella was incredibly patient, helpful, and attentive at every step. She took the time to understand exactly what I needed and guided me through the process until everything was finalised.
What really stood out to me was how genuinely she kept my interests and requirements at the forefront. Her patience and commitment made what could have been a complicated process feel much easier.
Excellent customer service from Ella, she is a real credit to the team.