Charles & Ivy Avis 

We were kept updated. Paul was efficient and friendly .. thank you

Helpful and pleasant

I placed an order with them in April and am still waiting for it to arrive after multiple delays and poor communication throughout. They are not replying to emails or picking up the customer service line. Totally unacceptable service.

My delivery driver Anthony was so helpful. He rang me the day of delivery as i was concerned i would not be home. He reassured me he would find a neighbour and not leave the parcel outside. Thankyou Anthony, great customer service.

I went into the showroom to order and the girl who helped me was brilliant!

The delivery was really good too, I was kept informed the whole time and Hames the driver was great.

Very polite and helpful. Took good care of the product

This review is solely for the delivery driver Anthony. He was very professional and called ahead to let me know he was en route. Turned up on time and had everything done before I even knew he was there.

The concrete post to Fence insert worked a treat and was delivered on time and in a friendly manor
Thanks
Bryan Jeffrey

Delivery 💯
Driver 💯
Fast delivery 💯

Extremely disappointing and frustrating experience.

It has been almost two months since my order was cancelled, and I STILL haven’t received my refund. What makes this even more unacceptable is that the cancellation wasn’t even my fault — it happened because of their own mistake.

So somehow, they make the mistake, cancel my order, keep my money for nearly two months, and I’m the one who has to constantly chase them to get my own money back.

The worst part is the complete lack of accountability. No one seems willing to take responsibility, and I still haven’t been given a proper explanation or a clear resolution.

It’s honestly shocking that a customer can be left waiting this long for a refund, especially when the entire situation was caused by the company in the first place.

Absolutely unacceptable customer service. After this experience, I would seriously think twice before trusting this company with another order.

UPDATE: You’ve asked me publicly for my order number. Please contact me directly so I can provide it privately.

James delivered our order today, he was brilliant. It was a large order too.
Very quick and efficient.
Very polite man

Spot on time and deliver
James

Delivery driver (Mike Ball) ahead of messaged arrival time. Friendly and efficient. Carried items to where we requested.

Very friendly and efficient delivery by Anthony - great service and looking forward to installing our decorative screens.

Lewis and Mike D delivered our planter , they were so helpful and polite . Thank you can’t wait to see it in my garden .

James was very helpful when delivering the goods

Big thanks to Lewis and Mike D for delivering our new pergola! Arrived on time and were super quick in unloading putting it all where i asked. Thankyou guys

James was efficient and helpful. Times were updated so didn't need to stay in for hours etc.

Performance was absolutely rubbish.

I placed my order, payment was taken straight away, and then I received no meaningful updates whatsoever. There was nothing through the Shop app and no communication to explain what was happening with the order.

I emailed for an update and received no response, or at least nothing that appeared to have been picked up.

I then tried calling twice. The first time I was on hold for over 30 minutes with no answer. On the second attempt, I finally got through after around 13 minutes.

To be fair, the lady I eventually spoke to was very helpful and dealt with the issue professionally. However, I was then told that my order had effectively become caught up in the warehouse and had simply been left to one side. For a company taking full payment upfront, I find that extremely poor.

To top it all off, they then sent a delivery driver all the way from Manchester to near Cambridge for a 9am delivery, only for the delivery not to contain my full order.

The delivery driver himself was excellent and couldn’t be faulted at all, but the overall organisation, communication and order handling from Charles & Ivy has been extremely disappointing.

For what should have been a straightforward order, I’ve had to chase repeatedly just to find out what was happening. Customer service shouldn’t require this much effort from the customer.