Charles & Ivy Avis 

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.

Delivery 5 days late from commitment. Wrong equipment sent, aftersales support line is >45 mins wait time. Multiple conversations, missing items still not recieved, wrong replacement items sent. Overall project delayed by over 4 weeks. Still do not have the correct items to finish. Awaiting management call back to try to finally finish the project…. Nightmare!

Delivery guy Reece very accommodating and belpful!

For a month's after paying no contact from company. I wrote , but received automated reply. I involved Klarna ( paid in 3 instalments via Klarna). Klarna started dispute and immediately I received email from C&I about delivery date and time. Anthony, delivery man, was wonderful. He was in time and very polite.
In future I will pay via Klarna. That is really safe and good, because they help to sort out problems. 5 stars to Anthony and 5 stars to Klarna! But to C&I I would give only 3 stars. Product is good but no communication is not good. If Klarna not be involved, I do not think I would be that happy.

Order came incomplete, one is bro damaged. When the replaces arrived they were poorly packaged and damaged and we have had no reply to rectify this. Expensive fence feeling very disappointed with the lack of customer care and response time.

Order no CI187308-213206
We emailed pictures of the damage via email .

Great company to deal with, from start to finish & in between!
Customer service agent knowledgable about what I need, was kept updated on delivery time & my consignment was actually delivered to me by an employee (Anthony) rather than just plonked on the doorstep by a runaway courier!
He carefully checked that all my components were there, pointed them out to me, & placed them in my garage as directed. Friendly & competent service all round. I’ll be ordering again soon as it’s nice to find a company who puts their customers needs first. Top marks!

The delivery guy was ACE

Lovely delivery driver, very helpful - Mike Ball

Absolutely horrendous. Customer service... What customer service... I've been trying to get through for 6 weeks... Emails sent, online support, sat on the phone for hours upon hours. Avoid like the plague.

Thank you Gary for taking good care of the delivery with a cheerful manner.

When I made my order, there was an offer for free Heritage post cap (still showing on their website now). I was advised that these were out of stock so they would send me some standard ones until they took stock of the Heritage caps again. It's been 12 weeks and I've heard nothing.

I had the fence fitted yesterday but my order was missing 2 of the premium bottom capping rails so I'm unable to have the fence finished.

I have contacted them via email, no reply. Tried calling numerous times to the customer service helpline but they never answer and it automatically cuts off after 20mins.

I've tried to be fair but after getting nowhere, I've decided to look at Trust pilot reviews. The amount of negative reviews in the last week or so is a major concern.

I was hoping I could use this company in the future to order more products and recommend them to friends and family but the total lack of customer service is unacceptable.

Order number is: CI182279

Gate is for elderly community, I ordered and paid for 48 extra keys. Not delivered, I have been holding on the phone for a week, when eventually answered loads of primes but no call back. I lost £480 on workmen unable to fit the door due to not having keys to give out to residents. Appalling behaviour once they’ve taken my money. Still awaiting response 1 week later despite days of trying to get through on the phone or responses to my emails.

Reece was great. Really helpful

thanks Antony very smooth and efficient

Gary was a nice guy, he arrived on time and helped me carry my order into the garage 👍🏽

He couldn't do anymore…… top service

In spite of the bad reviews for Charles & Ivy, I still went ahead to order decorative composite trellis from them for 2 main reasons. 1) They are, by any measure, the suppliers of these very attractive fencing/trellis with the most choices of designs and the best value I've found and 2) The sales ladies were impressively knowledgeable of their products, down to the gaps you need to allow for for installation. Before I ordered, I was given a lead time for delivery of stocked orders, between 2-4 weeks. I've received my order today, about 6 weeks from date of order, which is significantly better than expected! Their driver, James, was very polite, professional and laid everything out in my garage for me while describing what the various packages were, so I am satisfied I have my complete order. Based on my experience to date, Charles and Ivy do not deserve the low score they have on their reviews.

I despair of the customer service given by Charles and Ivy. I was told on a Saturday they would deliver on the Tuesday, you can't speak to customer service or deliveries because they do not answer the phone- 2 hours of multiple calls- no response. I used the holding service and was dropped out after about 10-15 minutes. Four emails sent - no response. Lady in sales said she would cancel the delivery- didn't happen. Texts and emails kept coming.
The details of delivery given to me were not the same as the delivery guy - he was given a day early!
I would say that the only person worth a positive mention is Anthony, the delivery guy. Despite the fact that he was given the wrong day and date to deliver he bothered to call me and he solved the company's problem. His service was excellent. Unfortunately, there are no positive comments for the customer service system. The two stars are for Anthony- no one else.

Anthony delivered everything up to my apartment as promised and communicated throughout.