Charles & Ivy Avis 

This is my complete record of service standards from Charles and Ivy.
I had previously bought screens for my deck back in 2021 and thought I'd buy a few matching items and replacements. So I saved money for 3 years to finally place my order after a lot of deliberation. And I also, have reminders every time I placed an order to hold in my basket before parting my money. And I finally took the plunge and based on the estimated delivery dates - I arranged for a trademan booking a slot to have these installed in my garden. So here's the showdown.
26 Mar: Order placed for Fence toppers, post cap and 2 Extra large High planters - Total £1,438.46 incl tax.
30 Mar: Email from C&I stating the order is "slightly delayed till end of May" - more than 2 months of their stipulated terms upon booking. So I asked for compensation and the offer £50 off "next order"! As though their products are cheap enough to order from a poundshop!
4 Apr : Followed up on delivery confirmation, no updates
20 Jun: Reminder for delivery update & since it was 4 months of no updates, and I had made arrangements with tradesmen to stand by to build up the plants but had to cancel since there was no updates for C&I so I asked for the planters to be cancelled and deliver rest of the items and refund me the planters paid.
22 Jun: C&I sends email that order is being processed completely ignoring the fact - I said I will not be taking their order and they said "no problem - we will leave it in a safe spot". My house is on the main road, no driveway, so they'd drop it off curbside?
29 Jun: C&I stated they will assess the compensation once delivery was completed - again ignoring the fact I said I do not want the planters.
01 Jul: Get an update delivery would be on 03 Jul
03 Jul: I did not take the delivery for the planters - C&I deliberately ignored my request to cancel delivery but they sent it anyway.
Sent an email to C&I to refund my money ASAP since I did not take the delivery of the planters.
08 Jul: C&I offered 20% cashback on the planters and redeliver them
21 Jul: They cheekily send me an email to "rate the products"
10 Sep: No refund received, no follow up email sent to "attempt re-delivery" so I sent a reminder.
25 Sep: Still no refund received, no follow up.
So I am waiting for £1,278.80 to be refunded to me, money I saved for 3 years to get this order and they just brushed everything off with insincere apologies!
I will never ever order from them again. Simply appalling disregard for a genuine situation!
If there was ever an example of manipulation and gaslighting from a company - it is this example!

The delivery of my remaining fencing items by Mark today was great. To be able to praise a delivery service makes a pleasant change but in this case well deserved. I was kept well informed of delivery schedule incl., phone en route -delivered with politeness & smiles & genuine offer of any assistance I , a senior citizen , might require . Thanks Mark & all involved . Alan .

The delivery was on time Pablo was extremely helpful.

The driver Mike D was fantastic, helpful and polite and smartly dressed . There was a small problem with the order but that is for customer service sort out.
Thank you very much

Kept well informed of delivery via email. On the day, Anthony phoned to advise when nearby (& within designated time slot!) & was very personable & cheerful. Product looks lovely & just what I wanted, although yet to put the screens up yet! Many thanks.

Gary and Dean were great, products look great, good comms via text and email

I never write negative reviews - this is the first one in my life and this company and their customer service made me do one.
I spent nearly £9k with them and despite this on the last order they just didn’t supply the goods ordered and no one is even responding.
Trying to call - they are always super busy. You can hold 40-50 min without answering.
The moment you call sales - they answer straight away but then it is wrong department and they fob you off to the 40min call holding.
Emailed few times - no response.
Feel like I need to write a letter to the business owner and ask for my order to be delivered. Order number CI187753

Avoid like the plague. Unless you like waiting weeks for deliveries, damaged items, difficulties getting hold of customer service, and huge delays with any refund!

Ordered items on 20 July.
Chased on 6 August (on hold for 55 minutes) to find out when items were being delivered.
Delivery eventually arrived on 20 August - with a number of items damaged.

Spent 50 minutes on hold before speaking with someone, said I’d like to return everything and get a full refund.

Items collected on 28 August (only good point was how professional the driver was, he needs to get out and find a better company!).

It’s now 24 September and still no refund!

Poor all round. I’ve been told it will now take 2-3 more days for the accounts team to review the refund (?) and then another 3-7 working days before the refund is sent to me.

Seriously if you can find similar products with another supplier I would use them instead!

Delivery Service was great. Pablo the Charles and Ivy Driver assisted with taking the fence panels in to my garage. Product seems sturdy and well made but not installed yet. Very happy so far.

Spent over £2000 and waited 2 months for some gates. They have ignored my emails and phone calls so going to have to start a charge back on my credit card. I presume they have gone bust and thats why I am being ignored. Save your money.

Mike B delivered on time and was very courteous, Charles and Ivy products are always top quality

James delivered my fencing well and even took it into my back garden for me!

Mike delivered the items ontime and professionally. He did a great job.

Mike Ball was extremely kind and helpful. Very patient and carefully delivered heavy items

Daz delivered our order very efficiently and was so cheery and helpful he kept us informed and arrived promptly

From ordering to delivery, the whole process was smooth and easily achieved. I found exactly what I wanted. Our delivery man was Anthony and he was very helpful and great to deal with. Regards Graham from Hereford.

Excellent delivery by Daz: on time and really helpful in moving items up to where we needed them: thank you!

Great delivery man very helpful polite worked late to get our product will comment on product once its up

JAMES was super helpful and very kind ! Highly recommend 🙏and all the best to hardworking James!