Charles & Ivy Reviews 

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.

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.

⭐ 1 STAR — AND THAT’S BEING GENEROUS

Want to know what happens when a company takes your money but apparently considers the concept of delivery an optional extra? Welcome to our experience.

We have been waiting OVER A YEAR for our products. Not a few weeks. Not a couple of months. Over. A. Year.

And here’s the absolute masterpiece: we’ve been told that they actually have our products.

Fantastic. Brilliant. Problem solved, right?

Apparently not.

Despite supposedly having the products, they still won’t book our delivery. At this point, I’m genuinely starting to wonder whether our order is being transported by carrier pigeon — although frankly, I’d have more faith in the pigeon.

The level of incompetence and lack of urgency is astonishing. We have had to chase and chase, while apparently nobody at the company feels any particular need to actually resolve the situation.

A company taking over 12 months to get products to a customer is bad enough. Having the products and STILL not arranging delivery takes it to an entirely new level.

If you enjoy being ignored, chasing companies repeatedly, being told your products are there while somehow never actually receiving them, then perhaps this is the company for you.

For everyone else: STEER CLEAR.

Based on our experience, I would not recommend this company to anyone. Think very carefully before handing them your money, because once they have it, actually getting what you paid for seems to be an entirely different story.

Over a year. Products supposedly sitting there. Still no delivery.

Absolutely disgraceful.

I provided my order number after you responded to my review. However, I find it disappointing that more urgency appears to be placed on acknowledging negative reviews than on resolving the underlying issues with customer deliveries.

I was advised that a confirmed delivery date would be provided by Friday at 5 pm this week. Has this happened? Unfortunately, I already know the answer.

Furthermore, there also appears to be negative comments being deleted from your Facebook page, which only adds to the impression that managing your public image is being prioritised over addressing genuine customer concerns.

It is frustrating that the focus seems to be on responding to public criticism, and seemingly removing it, rather than proactively resolving the problems customers are experiencing. I would have much preferred to receive the delivery update I was promised rather than a response to my review.

I would appreciate it if the same level of attention given to monitoring reviews and comments were applied to resolving actual customer issues. Ultimately, customers want their orders delivered as promised, clear communication, and problems rectified — not simply an acknowledgement of their dissatisfaction.

UPDATE: Yet another unacceptable failure in service.

Our delivery was scheduled for today between 8:45 am and 12:45 pm. At 1:20 pm, we finally received an email stating that a technical issue had occurred while loading the gate and that delivery would need to be rescheduled.

Quite frankly, at this stage, we are beginning to question whether the gate is even available for delivery in the first place.

Why has it taken until well after the agreed delivery window to notify us of this issue? Why were we not informed at the point the problem occurred? And why, after waiting over a year for our products, are we still not being treated with any sense of urgency or priority?

How is this considered an acceptable way to run a business or treat a customer who has spent thousands of pounds with you?

This latest failure has now cost us a day’s wages due to taking time off work to receive the delivery. Had we been informed promptly when the issue arose, we could have avoided this unnecessary financial loss.

We have shown considerable patience throughout this ordeal, but that patience is wearing extremely thin. The repeated delays, poor communication and complete disregard for the impact on your customer are simply unacceptable.

We will now be looking into the appropriate channels for formally reporting our concerns and pursuing dispute resolution to recover the losses incurred as a result of these failures.

We expect a proper explanation, a clear and confirmed delivery date, and a serious commitment to resolving this matter. More excuses and vague promises are no longer acceptable.

Good products and Anthony delivered it carefully. When there was an issue with a missing item they ensured it came promptly.

Communication from the company was great. The delivery was prompt and arrived when it said it would. Mark, the delivery guy was brilliant, super friendly and helpful. Would definitely recommend this company.

We received our 3rd delivery attempt today. Wrong goods sent again and missing items. No base plates to secure post. The metal inside the post was longer than the post. 3rd time requesting composite post caps and they sent more aluminium ones which dont fit composite post. The quality is good. Phone lines take forever to be answered or call gets terminated after 30 minutes.

Presales was excellent: emails, calls and tickets all answered quickly. The moment I placed my orders, that stopped completely.

For six weeks I have been chasing Charles & Ivy!
I've called repeatedly and waited between 50 minutes, and 1 hour 10 minutes each time I've called, with no answer.

I've sent multiple emails and raised several tickets, and none have received a reply.

My Heritage post caps were promised for the end of September.
They still haven't arrived.

7 Sep: ticket 195328.
24 Sep: email to customer support, asking them to confirm the post caps for CI187219 and CI188236.
29 Sep: ticket 201412 (Post caps), saying it was a one-month delay.
30 Sep: ticket 201412, asking for an approximate delivery date.
7 Oct: to Maria on the Post caps ticket, chasing a final date of delivery.

I only found out the current status by calling presales again, who told me the stock reaches Charles & Ivy's warehouse around mid-October, with no indication of when it would reach me.

I understand busy periods and the odd delay, but being ignored for over a month after paying more than £5,500.00 between two orders, is something I've never experienced as a customer.

If you are going to order, be aware that the service you get before payment is not the service you get afterwards.

-- UPDATE --

Today I called Charles and Ivy again, and after 40 minutes of wait I finally was able to speak to someone who just told me that yet again, there was a delay so the new expected date for my post caps is the beginning of November.

Meanwhile one fence panel was broken, and 5 fence premium caps were grey instead of black.

I have no idea when I'll get these parts that need replacing, let alone if I'll receive the post caps in the beginning of November.

Funny enough, the person on the call justified this saying "the caps are just decorative" or "the caps are free".

When I asked for 100 caps to be sent to me for free, suddenly they couldn't.

I would have preferred to not be treated as an idiot and been told that the caps are free or just decorative.

The only thing that Charles and Ivy could offer as an alternative so they could say "we are providing you options", was to offer me to refuse the heritage caps and just get the normal caps.

That would have been an option if I was told BEFORE making the order that the heritage caps were going to be available in 3 months.

If you promise me heritage caps and allow me to select them as part of my order, then I expect you to deliver them in time.

Otherwise tell me it's going to be 3 months to get them delivered before I make the order and I can make an informed decision. Only in that case I have options and it's my choice.

Options after the order are not options anymore.

Stop making excuses and either fix your logistics and production, or be transparent and let your customers know exactly when the items will be delivered.

The driver Anthony delivered a replacement panel and insisted on helping me fit it great service thanks👍👍

I could not have asked for a better delivery driver. James was polite, helpful and respected my property. He kindly put panels in my hallway for me as I asked him to do so. I wish there were more James’s around!! 5* delivery and outstanding driver. He truly is an asset to your company. A very happy customer.

Delivered with care by James who was very polite

Anthony the delivery driver was fantastic. We live up a narrow lane where it is difficult to take large vans. Anthony carefully delivered the product to our door with a smile 😄

Ordered decorative fence panels which are good quality & on offer, delivery was on time, having been delayed due to lack of communication.
The communication & customer service was very poor. I ordered these panels at the beginning of September & emailed to say we would be away, so could delivery be after a certain date. Apart from automated emails to say my numerous emails had been received, I received nothing more & had to phone the company, whilst on holiday, to explain that there was no one at home on the delivery date stated. Eventually, rearranged delivery once we were home.Having read other reviews this seems to be an ongoing problem with customer service, which needs to be addressed.

James was really friendly and helpful

I visited the showroom on Saturday 3rd October, I was greeted by a member of staff called Ella. Ella assisted me with everything I needed and also offered me a beverage. Thank you very much! Asset to your company.

I came into the showroom and was greeted by Ella. She was very knowledgeable and helped me pick out my perfect fencing! Thank you!

Absolutely amazing service from start to finish. Ella was so lovely, helpful and professional and made the whole experience feel really easy and enjoyable. Nothing was too much trouble and she genuinely cared about getting everything just right. Such a friendly, welcoming service and I wouldn’t hesitate to recommend Charles & Ivy. 5 stars from me!

Amazing service by delivery driver Anthony, many thanks.