Reply from PineSolutions
[REPLY]
PineSolutions reviews
- Reviews (604)
- Helen Rowland
- 1 Review
- Verified buyer
Excellent quality,excellent service.
This was a very pleasant experience,from start to finish.I was kept informed weekly how long it would take for my cabinet to come in stock.It arrived on time in perfect condition,excellent service.
Featured review of PineSolutions
- Roy Groom
- 1 Review
- Verified buyer
Great Quality and Service.
We bought a Reclaimed Oak Table from a local retailer then, as is often the case, after searching the Web for a matching sideboard and coffee table came across Pine Solutions. We could have saved over 15% on the original identical table.
We have never bought Furniture on line before but after reading a number of reviews and knowing the product line we wanted thought why not!!
Reclaimed Oak Sideboard and Coffee table delivered and sited with packaging removed next day.
A Quality Product at the Right Price. Highly Recommended!!!
- adrian rowe
- 1 Review
- Verified buyer
if u want pine this company is the solution
in my mind i had an idea what i wanted my furniture to look like so i googled pine furniture and found pine solutions and there it was great web site great choice and great prices chose what i wanted and rang for next day delivery the man on the phone was so helpful and not pressurising the furniture arrived 9am next day and was better than i expected beautiful wood and all the peices were in good order and all correct cant fault this company in any way looking forward to my next order with them excelent
- Agnes
- 1 Review
- Verified buyer
Overpriced
Lack of afford to details in design.Impossible to spot it on the picture of you website.
Reply from PineSolutions
Agnes,
I'm really sorry to hear that you feel our website is lacking in information. We always try to include as much detail as we can on all of the products on our site, so if you feel there are any omissions then please do let me know and I will ensure this is rectified. Likewise, if you need any information on any items that you cannot find, then you can always give our helpful Sales team a call on 0844 248 8184.
Barry Clare
Senior Account Handler
0844 248 8184
- F Manclark
- 1 Review
- Verified buyer
Excellent service, great products and fantastic value
Would definitely recommend, for great value and service. Delivery was at the exact time advised - we will buy again !
- Moira Gillies
- 1 Review
- Verified buyer
The real deal.
I've made 3 separate purchases from PIne Solutions.
In all 3 cases the goods were top notch for the the price paid. Delivery was prompt and without problem.
I'd shop with them anytime.
Thank you for a job well done.
- Chris Makepeace
- 1 Review
- Verified buyer
A first class product delivered with efficiency and I was kept in touch through a series of emails confirming the various stages of the order.
I wanted to buy a particular oak unit for our apartment in Portugal. I had seen the piece of furniture in Portugal but the retailer couldn't deliver within an acceptable time frame and in any event the price was above what we had seen in the UK. Pine Solutions were around £100 cheaper and could guarantee delivery to our shipping agent within 3 days. The unit arrived in Portugal 7 days from order and I was delighted!!! Well done Pine Solutions, I hope to do business again.
- Keith Brennan
- 1 Review
- Verified buyer
Pine Solutions offer the Perferct Solution
We were looking for elegant, strong and hard wearing furniture and we are glad to say that we found it at Pine Solutions. They offer a great service and their customer service team members are friendly but most of all efficient and reliable. We have had no problems with the items we have purchased so far and they all look good in our home. When we need anything for our home, we always check with Pine Solutions first.
- derrick
- 2 Reviews
- Verified buyer
You couldn't make it up!
As a first-time customer I ordered a pine rocking chair but a children's school desk arrived. Told it was a warehouse error. Really! Waited in again for the correct delivery two days later and the rocking chair did arrive. Was pleased with the chair but not so happy that the delivery company could not take the desk as they had not been issued with any paperwork. Waited in for a third day and at last the desk was gone. Hope the person it was originally intended for has got it by now.
Reply from PineSolutions
Derrick,
I'm really sorry to hear that you were initially delivered the wrong item. Even with the amount of stock that we have leaving our Distribution Centre on a daily basis, mispicks such as this are incredibly rare due to the warehouse management systems that we have in place. Nevertheless, I will certainly investigate why this error has occurred on your particular order.
I can see that we arranged the delivery of the correct item to reach you shortly afterwards, but it appears that the couriers who arrived with this delivery were missing the paperwork regarding the collection. This issue was rectified the same day and I can confirm that this item has now been successfully picked up and returned to us.
My apologies that your first order with us did not run smoothly, I can assure you that this is certainly not indicative of our usual customer experience. If you would be interested in placing an order with us at any point in the future, please feel free to contact me and I should be able to look at offering you a reduction in the cost of the purchase as a goodwill gesture.
Barry Clare
Senior Account Handler
0844 248 8184
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- David Abas
- 2 Reviews
- Verified buyer
Not Great
We ordered our product on the 15th January 2012 and was informed that the item (chest of drawers) would be with us within approximately six weeks. However, it arrived after approximately 12 weeks, which was disappointing otherwise I would have looked elsewhere. Yes, the T and C's do say up to 12 weeks but this is not what we were advised when ordering, which is in my view misleading. After being advised there was a problem with the supplier our original delivery date was changed as the item was not yet ready to come out to us. Then a further date was booked , which I add was not convenient around my job but it was convenient with PineSolutions-I took the date to avoid any further delays as we had guests staying. I do hope the response from Pinesolutions is not the standard template apology-As a customer I have already been inconvenienced twice so it will be good to see the how my possible return custom is valued.....
Reply from PineSolutions
David,
Our apologies again that your order was delayed beyond the estimate you were given. The range that you have purchased from is made-to-order in this country and we are obviously reliant on the lead times that we are given by our manufacturers, but on this occasion they were not able to fulfil your order within this time due to production delays.
As soon as we became aware of this issue, we contacted you over the phone to explain the problem and I can see that your stock did then arrive with us within the revised lead time that we quoted. We do very much appreciate your custom and I would be more than happy to discuss this with you what we might be able to do to improve your perception of the company. Please feel free to give us a call on 0844 248 8184 and ask for me and I will see what I can do to help.
Barry Clare
Senior Account Handler
0844 248 8184
- Chris Jones
- Cowden, GB
- 1 Review
- Verified buyer
Customer Focused
Pleased with general quality of previous order. We did have an issue with a door, but customer services very helpful, so used PineSolutions again.
- MS
- 1 Review
- Verified buyer
good result
I had posted a comment about missing out on the £75 voucher code.
Barry Clare from the company has got back to me and resolved this matter promptly.
I now look forward to receiving my furniture.
Thanks very much
Reply from PineSolutions
MS,
We have managed to establish that you were attempting to use our CPOF75 discount code (£75 off orders over £999) which would have entitled you to a reduction of this amount. As you are yet to receive this order, I would be more than happy to apply this discount for you manually today.
This will be processed for you back onto the card on which you made your payment and you can expect to receive an email from our Finance department tomorrow to confirm that this has gone through successfully. We hope you enjoy your furniture when it arrives and if you have any further queries in the mean time then please do feel free to contact me.
Barry Clare
Senior Account Handler
0844 248 8184
- louis
- aberdeen, GB
- 1 Review
- Verified buyer
- affoh
- 1 Review
- Verified buyer
very strong and large. Perfect
Need a wide and strong wardrobe do not exited to purchase with pine solution. Will recommend to any one.
1st class service
would be better if driver took packaging away
Reply from PineSolutions
We really appreciate your positive description of our service.
Our two-man delivery couriers who carried out your order do offer the option to remove packaging upon request, if this did not occur then please let me know and I will ensure to investigate this for you.
Barry Clare
Senior Account Handler
0844 248 8184
- James Roberts
- Manchester, GB
- 1 Review
- Verified buyer
Late delivery, poor comms, and poor delivery management
I ordered a bed from pine solutions in January with an estimated time to fulfil the order of 2-3 weeks. 6 weeks later I was informed by email that the order would be "due in the uk around the 3rd week of March", about four times longer than expected. I've finally received a delivery update letting me know that the bed will be delivered in a day's time, at some time between 7am and 9pm with a charge of £15 to change this date if I did not contact Pine Solutions on the day that I received the notification. This email was sent half an hour after Pine Solutions contact centre closes for the day. Astonishing.
Reply from PineSolutions
James,
Our sincere apologies for the delay on your stock and the confusion regarding your delivery date. We usually do estimate that this particular range will be delivered to our customers in around 3 weeks from the date of order, but on this particular occasion the manufacturers experienced a rare delay in shipping the goods to us which unfortunately caused the lead time to be extended.
With regards to your delivery, it appears that a glitch in our computer system caused this order to have a delivery date selected without us first contacting you, which is why you received the automated email you have mentioned. As soon as we realised this had happened we arranged for this to be changed to a day that was more convenient for you at no additional cost. I hope that you are happy with the arrangements that we have in place now, but should you have any further queries then please do feel free to contact me.
Barry Clare
Senior Account Handler
0844 248 8184
- David Collins
- 2 Reviews
Excellent Products
Good Clear Website
All products we have had have been excellent.
Easy company to deal with
Looking forward to receiving this product
- Julie
- 1 Review
- Verified buyer
Excellent Product and Service
I have recently taken delivery of some Liberty Oak bedroom furniture which is lovely. I was a few handles missing and phoned your customer services department last Friday afternoon. I received the required number Saturday morning in the post. This is excellent service and just wanted to say thank you. I will definitely buy from you again and would recommend you to others.
- Doug Goodwin
- preston, GB
- 1 Review
- Verified buyer
Excellent Communications & Quality Product
We were extremely pleased with the quality of the chairs and the excellence of the service we received with our recent order.We were kept informed from the point at which we ordered up to the actual delivery of our chairs.
We are very pleased with the chairs themselves. They look terrific in our dining room.
I can thoroughly recommend Pine Solutions. Many thanks,
- Mike in Ashbourne, Derbys
- 2 Reviews
- Verified buyer
Top Notch!
Service excellent, including extra phone assistance.
Products very good value for money; you get what you pay for.
- Josif Arcimovic
- 4 Reviews
- Verified buyer
Nice furniture, great price, arrived damaged
First of all, the ordering experience was very smooth. You get to choose your delivery date online, rather than having them phone you, as it usually happens with other retailers. The website is made to a high standard. This comes from a software developer, who are hard to please.
The price of £129.50 for a 3 door sideboard I bought was impossible to beat.
Unfortunately, it arrived damaged. The outside of the packaging didn't show any damage, while inside, a small part - a back wall of a drawer was cracked in two and had dents. I contacted the customer service and they got the manufacturer send me a replacement. It took two weeks for it to arrive from Denmark, where the manufacturer is based.
The furniture itself was nice, however, there are two points I was not happy about:
1. It was significantly darker than pictured.
2. The assembly instructions weren't good. Time and time again I had to apply my best judgement instead of relying on the instructions. There wasn't a single printed word BTW, only pictures. At one point I even had to drill my own holes for drawer rails, as the pre-drilled ones were positioned incorrectly, preventing a drawer from fully closing. One more thing: no parts had labels. Again, I had to apply my best judgement.
In the end, I did get a nice looking sideboard for an unbeatable price, so a score of 4 seems fair.
Reply from PineSolutions
Josif,
Thank you for your positive feedback regarding your ordering experience and furniture and my apologies that this item initially arrived damaged. On the rare occasion where this flat packed range is delivered to customers with a fault, we ask for our manufacturers to send the replacement parts directly to customers rather than via us in order to speed up the process.
I am surprised that the furniture appears to be darker than you were expecting as this is not a concern that we have had raised previously with this range. Please remember when purchasing online that your screen resolution may affect the appearance of the items on our site, if you have any queries about the appearance of our furniture then please feel free to give our helpful Sales team a call on 0844 248 8184. With regards to your assembly instructions, we will certainly be passing this information back to our manufacturers to see if they can take steps to improve these in the future.
Barry Clare
Senior Account Handler
- Sue
- 1 Review
- Verified buyer
Exactly what I was looking for
This desk is exactly what I was looking for ... it fits the limited space available in my study perfectly.
My only comment is that the assembly instructions are not really sufficient. I understand the difficulty of presenting instructions in many languages, but nevertheless think it would be possible to have more clarity in the diagrams.
So overall - buy this product and enjoy it, but make sure you allow plenty of time for assembly.
- Angela
- 1 Review
- Verified buyer
excellent service from placing the order over the telephone to the delivery men assembling the wardrobe
We were very pleased with the purchase of our wardrobe, the delivery men were very friendly, nothing was too much bother to them and they assembled the wardrobe within an hour for us. I would just say one thing though, I do feel the delivery men should get the £15 for the service and not the company they drive for, especially as we had paid £10 for the express delivery.
- Mary
- 1 Review
- Verified buyer
Excellent product just a very long wait for it
This is the second time we've bought furnature from Pine Solutions and are very pleased we did. The quality is very good and the assembly where needed was fine. The only quibble was that we had to wait about 3 months to get it!
- Anthony
- 1 Review
- Verified buyer
Efficient, value for money, excellent service
One sentence says it all
Highly recommended.
- mick
- 1 Review
- Verified buyer
pinesolutions maintain reputation for value-for-money
having bought previous (office) furniture from pinesolutions it was the obvious place to return to when I needed a further bookcase
I was fortunate to decide this whilst there was a promotional discount available & my new bookcase arrived in about 4 weeks - an acceptable timeframe
I think, even if I'd not previously assembled the bookcases, construction was easy enough &, of course with the other pinesolution furniture, everything fits together in the room
the one issue I had was over delivery - I was originally advised, by e-mail, that in the event of delivery failure because of my non-availability I would be able to arrange a further delivery date at no cost. 24 hours before delivery I was informed, by e-mail, that my non-attendance would result in a £35 charge for re-arranged delivery...not sure whether this is a pinesolution or delivery company issue; but the mixed messages need sorting - apart from anything else 'cos it detracts from an otherwise good experience
- Jo
- 1 Review
- Verified buyer
great value lovely furniture
I really like the desk and stool I purchased from Pinesolutions. The quality is excellent and the desk is just the correct size. I also bought a mirror again excellent quality.
- Wendy
- 1 Review
- Verified buyer
lovely furniture but disappointed with first del
I would order from PineSolutions again but I have to say that I was, of course, disappointed that the first delivery was damaged, ie both items. I did ask for a discount as I had to get someone to be available for another day to accept the order but this was declined which I did not think was good customer service. I thought some discount would have been offered off of another order. The delivery men were very helpful though and I had good service from the staff at the end of the phone. Thankfully the second order was ok and we are very pleased with the furniture.
Reply from PineSolutions
Wendy,
Thank you for your positive feedback and I am glad that we managed to resolve this situation successfully for you. While it is always disappointing when our furniture arrives with customers damaged, this is thankfully a rare event.
We do have processes in place that we can follow on such an occasion to resolve the situation. One option is of course being to arrange for a quality control checked replacement to be sent out to you as an exchange, which should ensure that the second delivery arrives with you in the condition that you should expect. Alternatively, if we are able to obtain images of the damage in question then we are always happy to investigate a potential discount should you prefer to keep your original items. I am surprised to hear that this was not offered in this instance and will certainly look into this matter for you internally.
Barry Clare
Senior Account Handler
- G M Ogden
- 1 Review
- Verified buyer
beautiful furniture, not so beautiful delivery
I was sat waiting in all day, allthough i had a time slot i was waiting well after this. eventually there was a knock at the door and a man thrust a massive box into my hallway and disappeared. I thpught he was coming back but he was off like a shot! So much for checking over my funiture before i signed for it. Had to wait till my husband arrived home from work to move the box before i could access my kitchen again!!!
Reply from PineSolutions
G M Ogden,
I am pleased to hear you are happy with the furniture you have received from us and my apologies if you felt at all inconvenienced by our delivery service.
Upon checking the details on your order, I can see that it was delivered by our Standard one-man service, which means that the goods are delivered to your front door only. If your order weighed over 50kg or was valued at over £500, it would have instead been delivered by our Prestige two-man service which does offer the ability for you to request your items to be taken to the room of your choice.
I am sorry that you were kept waiting after your quoted delivery slot, while our couriers do manage to keep to these on the vast majority of occasions, there will be very occasional times where they are not able to arrive exactly when quoted due to external factors such as traffic conditions or problems with previous deliveries.
Barry Clare
Senior Account Handler
- christine ross
- 1 Review
- Verified buyer
great product
the chest we bought is lovely, we had a great time building it and are enjoying using it.
- Pearl A Brown
- 1 Review
- Verified buyer
JUST ONE PHRASE - ALL -ROUND EXCELLENCE
I found Pine Solutions on-line. The prices and quality seemed good to me. I ordered, was informed of delivery situation and was kept informed throughout until delivery. This was extremely well organised; they delivered on time and the two guys were very careful, helpful and polite. Well done on all accounts.
- CustomerDave Wallace
- 2 Reviews
- Verified buyer
Great furniture,delivered ahead of schedule
Second time we have bought furniture from Pine Solutions,great quality, easy to assemble and delivered ahead of schedule.
Ist class
- R parsons
- London, GB
- 1 Review
- Verified buyer
3 corner display cabinets
Good furniture 3 display corner cabinets delivered by pine solutions good service good delivery ,delivered when they said kept informed from start .
- Peggy Scaife
- dunfermline, GB
- 1 Review
- Verified buyer
EXCELLENT REALLY SOLID
I bought 4 maxim brown leather chairs and i am now buying the other 2 to complete the set. i could not believe when the boxes came, the chairs are beautiful, solid and very comfy. The only warning would be make sure they fit your table as they are quite chunky and only just fit our table we have the ikea forsby table and we have 3 down each side they look great as the table is also chunky.
Pine solutions have been great and the delivery guy was really helpful as the boxes are very heavy. highly recvommended!!!!
- H Smith
- Chertsey, GB
- 1 Review
- Verified buyer
Not entirely thrilled
As we are moving house and needed new bedroom furniture we ordered a bed from Pinesolutions as the first of several elements we planned to purchase in a particular range. The first contact was great with a very helpful person on the end of the phone. The order was placed, a delivery date agreed and the money disappeared from our account but in the middle of a house move a really aggressive email arrived informing me that:
' If we do not hear from you within 7 days, we will unfortunately un-allocate your items, as we have other customers waiting for these goods'.
It transpired that, although the money had already been extracted and cleared and the delivery address was clear, the fact that we lived at one house but wanted goods delivered to another threw their system into complete confusion. Threatening to 're-allocate' goods for which they had already been paid seeming somewhat extreme.
After I had had to make a call to them to explain we were moving ( complicated concept apparently!) the goods did turn up on time (but not until after I'd had to take a whole day off work because the actual delivery time is announced late in the day) - and were dumped in the bedroom leaving me to unpack, inspect, and deal with a mountain of packaging which we had to hire a van to remove as it wouldn't fit in a saloon car.
The saving grace is that the bed is terrific.
Reply from PineSolutions
H Smith,
Thank you for your feedback and I am very pleased to hear that you are happy with your bed.
We needed to contact you prior to your order being delivered as a standard security measure to protect you against fraudulent transactions, just to check that that it was indeed you who had placed this order. Internet fraudsters have been know to obtain someone's card details and billing address and use them to place an order, but arrange for it to be delivered to their own address. This is the reason that we tried to reach you over the phone prior to delivery, but as this number was unavailable we sent you an email advising that we needed to speak to you, a small section of which you have quoted in your review.
With our two-man delivery service, our couriers will call you the day before they are due to arrived to advise of a four hour delivery window. Unfortunately it appears that your mobile number was still not working at this time so they called us to let us know your ETA and advised they would send this information to you by email. The couriers can unpack your items and remove this packaging on request, so please let me know if this was not the case with your delivery and I will ensure this is looked into immediately.
Barry Clare
Senior Account Handler
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- Huw Sayer
- NORWICH, GB
- 1 Review
- Verified buyer
Great value, excellent service - good looking bookcases
I've bought from Pine Solutions before and have always been pleased with the results but I can honestly say, their service has really improved (not that it was ever anything other than good).
Buying online was simple - as was booking a delivery date. Both Pine Solutions and the delivery company then contacted me the day before to confirm delivery and a four-hour delivery window.
The delivery team called me on the day, half an hour before arrival as promised. They arrived right on time and carefully unpacked each bookcase downstairs (so they could take away the packaging - which saved me a load of hassle) before carrying the parts up to my office. They then waited politely while I checked all the parts.
These were flat pack items - so I was prepared for a frustrating time - but I need not have worried. The instructions were clear - all the parts fitted together neatly and tightly - and there was exactly the right amount of screws and shelf supports. The office now has two great looking white bookshelves at a fraction of the cost of similar products elsewhere.
Delighted with the experience - thank you Pine Solutions and delivery team for making it so pain free.
Kind regards
Huw
@HuwSayer
- Maria
- Norwich, GB
- 1 Review
- Verified buyer
Fantastic customer service
Took delivery of our sideboard this morning. Such a lovely piece of furniture, solid and chunky.
The staff have given excellent customer service throughout this transaction, from refunding us the difference between the old and new figure when the price was reduced to actual delivery. The weekly email update meant we were in no doubt as to when we were likely to receive the order. The delivery team were excellent too, telephoning when they were one hour away and arriving on time to then completely unpacking and placing the item exactly where we wanted it. They were also very polite and courteous.
It has been a pleasure dealing with this company and I would definitely recommend them.
- Matt
- london, GB
- 1 Review
- Verified buyer
worst service ever - not recommended at all
Giving a 15 hour time window for delivery (between 7am and 9pm) is ridiculous. In addition not providing any type of courtesy calls for when to expect the delivery during the day is the icing. I waited with a little child 14 hours on a Saturday for the delivery man to come.
There are so many alternatives to buy furniture on the Web. Service is THE ONLY differentiator.
Pine Solutions is definitely WORST IN CLASS when it comes to customer service. Terrible policy and zero customer orientation.
Buy elsewhere - they are not worth your money and time!
Reply from PineSolutions
Matt,
I am sorry to hear that you are not happy with the delivery service we provide. The confirmation email that we sent you on the date your order was placed does link you to our delivery information page, which gives all of the details for our delivery service that was scheduled to come to you on the date you booked online.
As you have pointed out, our parcel couriers are not able to call with an estimated time of arrival. Orders valued at over £500 or containing items over 50kg are sent with a different carrier who are able to call in advance with an ETA, if you want to upgrade to this service then this is something we can arrange up to 48 hours before the delivery date on 0844 248 8184.
Barry Clare
Senior Account Handler
- Carole2402
- powys, GB
- 5 Reviews
- Verified buyer
Excellent Product and Service
Have just taken delivery of a wardrobe. Excellent quality at a very reasonable price, and took about 20 mins to put together. Communication was faultless from both PineSolutions and the delivery people who sent an email and then phoned to book a 4 hr slot. My only tiny grumble is 'over the top' Health and Safety by the delivery people. I received a slightly brusque email advising me that the delivery guys would take the item to any room, unpack etc, but it was my responsibility if anything got damaged blah blah blah, and they couldn't even remove footwear doe to H & S requirements. Yeah - I'm going to let them tramp through the snow then all through the house up to my bedroom. And putting down sheets (as advised) would actually have been more of a H & S risk as they could easily trip on them. Stupid. I had to leave it in the kitchen and move it myself. Would definitely use PineSolutions again though.
- JOHN GRIFFITHS
- 1 Review
- Verified buyer
Excellent company and product
We received a chest of drawers on time and of excellent quality, we will not hesitate to order from PineSolutions again.
Many thanks for an efficient service.
PineSolutions.co.uk
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NR1 1RB Norwich
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