Charles & Ivy Anmeldelser 

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.

The order process was easy and the gate we had chosen was well protected in wrapping.
The delivery driver Anthony was great and had a pleasant manner! Kept us up to date with arrival time and happily helped my husband to put the gate, which was heavy, exactly where we wanted it.

Thank you

Just got what I wanted
Pleased with the product and Anthony was fab and kindly took the panel to where I wanted it.
Super pleased
Thank you

Anthony provided a great delivery service - arrived within agreed delivery window, was informative, pleasant and handled the good with care. Thank you Anthony.

Anthony Wellens was very polite and professional when he delivered.

Charles and Ivy never had addressed or acknowledged my last email, after i explained there were missing parts and items cut down to wrong size, poor communication. If is expected that you will just give up on them eventually so nothing needs to be done. Would never use this company again and I could not recommend either. Errors do occur but it is how they are managed that says a lot about the quality of the company and their products. The only thing that was good was the initial sample sent out, down hill after that once my order placed to a cost of over £400. My original order was in June and I am still awaiting follow up

It was an easy delivery and Paul was very helpful by bringing the mirror to the correct space! Thankyou

James the delivery driver was helpful and professional, went through the order and checked with us. Thank you

Mike B and Pablo delivered when they said they would. Friendly and courteous.
I had to delay my original delivery and it was easy to do.
Great service.

James was excellent and very helpful and very polite .

Absolutely awful service.

We ordered a water feature (a new line of theirs) in May 2026. We were not advised of any delay in the item being delivered. Two days later, we were advised this would be delayed until mid July. We then did not hear anything by the end of July. I chased and was told this would now be mid August. I chased again at the end of August and was then told it would be mid September.

I then sent four emails over the course of three weeks requesting an update and none were replied to. I called the store and was told it was due with them the next day, and asked someone to call me to confirm it was with them. No call was received.

I called again and was then told it would be October, after which I requested a refund. This was given and I was advised the order would be refunded in seven days. I called ten days later as it hadn’t been refunded and the accounts team still hadn’t processed the refund.

I could not recommend them under any circumstances. They appear to be selling products they do not have in stock and have no idea when they will arrive. Numerous emails are ignored.

These are very expensive products and basic customer service is hugely lacking.