Pinesandneedles Reviews 

Great service from Miles at Barnes pines and Needles on Saturday. Good sense of humour but always very polite.
It was a pleasure buying our Christmas tree from him this year and made the buying experience most enjoyable!!

This is my first Christmas in London and I was so excited to buy trees and decorate. This entire experience has been ruined by this company and now I'm sitting here staring at a hideous tree, not the one I ordered, while the second "potted" tree is falling over and soaking my carpet with water and dirt. This is NOT the tree I paid £145 for to be installed. Half of the branches are missing - it looks like a ten foot Charlie Brown tree. The shopping experience was also horrendous with everyone working there seeming stressed and dismissive. Now I need to figure out how to get this massive eyesore out of my house - I live alone and absolutely cannot carry this down the stairs - and pay for an entirely new tree. This is really upsetting.

It is with great sadness that, after years of being a loyal client, I find myself writing this review. The tree arrived, and the installer complained throughout the entire appointment about fitting the lights, which was an additional service that I paid for. The tree itself was completely wonky, and it was installed in such a way that a huge hole was visible. I had to rotate it several times just to find a remotely acceptable angle. I do understand that real trees can have imperfections, but this was unlike anything I have ever seen.
I have been watering and misting my tree daily, and I have been ordering real trees for many years. Despite this, the tree dried up completely after only one week, to the point that ornaments are falling off from it. When I raised my concerns and asked for a solution, the only response offered was a vague discount on next year’s tree, which felt dismissive and unhelpful.
I am now forced to have the tree undressed and removed before Christmas, and to purchase and decorate a new one from another company. The entire situation is deeply disappointing and frankly embarrassing.
Overall summary: poor installation, poor customer service, poor quality of tree, and poor follow-up. I would not recommend this company. I strongly advise them to return to their previous standards or scale down if they cannot manage the current demand. The staff I encountered were unprofessional, rude, and displayed a clear attitude. Better quality trees and basic professionalism are urgently needed.

Pines & Needles Barnes
Fantastic premium 9ft tree
Miles was incredibly helpful and steered us well.
Very happy
Thank you

Avoid at all costs
Second year in a row - waited all day no tree
Nothing they can do till Monday
You order months in advance as you want to decorate your tree for a special event and they don’t care less
Go to B&Q pay less less stress

I’ve been waiting at home all day and my tree still hasn’t arrived. With 90 minutes to go, I called the main phone number - all options went straight to voicemail, as well as the number of my local store. On calling my assigned driver (Michael), he feigned ignorance and said he wasn’t working today and proceeded to deliberately put the phone down on me. He’s now not picking up any of my calls. Horrendous service. Only time will tell whether I receive my tree or not…

Awful experience - don’t bother.

Terrible customer service. Ordered a tree for delivery, was told it would be before 1pm and have heard nothing from a driver. Nobody picks up any of the numbers I was given and the driver's number just goes to answerphone. Avoid at all costs.

Never turned up. Waited all day, and received email in the morning confirm they would deliver the tree ordered 1+ weeks before. Texted driver number at 5pm to ensure tree coming - never heard back. No delivery by 10:30pm. Going to bed. Unhappy. Will buy from local Christmas stall that has popped up now.

Bought 2 7f trees, lovely man (Jacob ) in Finchley, helped us to the car, top notch service, highly recommend.

What a disappointing experience with Pines and Needles. I had a booking for tree delivery and light installation between 8am-1pm, for months in advance, and planned a tree-trimming party for that evening. At 10am on the day of delivery , I received an email noting that the tree would be delivered as scheduled but light installation would be carried out by a separate team "later today" - no timeframe given. When I replied indicating the time-sensitive nature, no one responded. I called and was told the window for lights was 6pm-10pm. When I explained this was not going to work and asked to speak to a manager, I was disconnected. When I called back, no one would answer my calls - until I called from a different number and they answered, said they would call me back, and never did. I highly recommend avoiding using them - they don't seem to care about their customers.

Sent the wrong tree - not what we ordered. Ordered a Fraser fir, but got sent a Nordmann (cheaper product). Only discovered when it was already up (tag was at the back, deep in the branches). Now have to wait another 24 hours to have them replace it with the right one, which has derailed our weekend plans. To boot, they refused to provide a discount. Will be reporting to Trading Standards and will never order from them again.

Ordered from them and paid for a specific delivery date (4 days ago from today) and I’m still waiting for my order. When contacting customer service they told me that delivery was 3-5 days from the day that I selected which is extremely misleading!! I am now on day 4 and I contacted the courier and they don’t even have my parcel yet so unlikely to receive by tomorrow. Refund requested but wouldn’t recommend using this company, very poor.

Pines and Needles delivered and installed our Christmas tree yesterday, and we couldn’t be happier. The tree is absolutely stunning — fresh, full, and a perfect big 8ft centerpiece for our office. The decorations are beautifully done, tasteful and not overdone, giving it a classic festive look that everyone loves. The delivery and setup were smooth and professional for my office. We’re really impressed and would definitely recommend their service!

The company ran a false competition to win a tree, with no intention of honouring it. AVOID!! Support your local garden centre.

This is our 5th year buying a tree for Christmas from Pines &Needles. This year we brought it from Wimbledon Park and we even brought 2. We recieved excellent customer service from Justin & Juarin, they even helped us to the car. Hopefully this years tree will be just as beautiful as the previous ones.

I’m extremely disappointed with my purchase. The Christmas tree arrived damaged, with branches missing and broken on the bottom part it looked like they had already been mishandled. I contacted the company hoping for at least a partial refund or discount since they sent a defective product, but they refused to offer and instead offer me a 10% discount for next year which I already have using an early bird.
For the price I paid, I expected a quality tree and decent customer service—unfortunately, I received neither. I will not be purchasing from this company again and would not recommend them to anyone looking for a reliable holiday purchase.

Do not trust this company. Not answering any emails requesting a resolution for an issue caused by them. Absolutely appalling!
My emails were sent:
16/01/25
21/01/25
30/01/25
4/2/25

We have been a client for over 5 years, spending over £250 both last year and this year for a large tree, dressing, undressing, removal, recycling etc.

The tree was in a poor state - completely bare at the top. There was not another in the van and we had an event that evening so decided to keep it.

Pines and Needles themselves took off the lights last year, but we were told that they were in too much of a mess for them to use and they forced us to spend an extra £60 to buy new ones.

The tree then died within a week despite lots of watering.

When I raised issues with customer services, they simply did not care.

We were happy to pay a premium in previous years as the service was very good but this is simply not worth it.

Bad quality. This is the 2nd time out of 3 that we have a tree that loses hundreds of needles every day, each time we touch the tree everything is falling down. And no comment about the HUGE MESS when we have to bring the tree out of the flat when Christmas is over... Will not buy again from them. For £65 the medium tree, this is not normal.