Charles & Ivy Anmeldelser 

I have no problem with the delivery lads all been brilliant polite and friendly as with the rest of my experience with this company that's a different matter but ending in a positive note very happy with fence

AVOID AVOID AVOID
Read all 1 and 2 star ratings. The worst company I have ever dealt with, their website has incorrect information and fake photographs, what you get may not be as the description or photograph. They send incomplete orders, won't answer the phone and when they do they tell you lies. Their positive reviews are mainly regarding deliveries, the delivery people get a bonus if they get a good review. Don't trust Trustpilot reviews, they never update the star rating. Not sure how this company is allowed to trade!

ORDER: CI182441

Total inept company from top to bottom.
Lack of communication, stock materials and decent basic customer service.

Was told the fence delivery was pushed out from 3 days to 8 weeks due to a supply issue…… fair enough.

However, 13 weeks later and still no delivery or decent update. Credit card chargeback initiated and granted immediately to recoup my £1700 outlay.

Lack of leadership: I made numerous calls and emails asking for escalation and return calls from management but nothing……

I had other orders ready to be made but now going with competitors who will actually deliver.

Strangely enough, most of the Trustpilot reviews read very similar to each other.
Almost as though the same keyboards were used….🤔

Will a senior figure write a response to this review? If so it’ll be the first one to answer anything on this case in over 13 weeks. Wonder who or what they’ll blame.

Just accept your company has had a nightmare from start to finish and hopefully learn from it on how not to run a business or provide basic customer service.

**UPDATE #1**
Had a request from Trustpilot to provide additional info so “Charles & Ivy can better understand my experience & allow them to respond”.

They ask for my phone number - that’ll be the same number that I’ve given them numerous times over 13 weeks when asking for a manager to take responsibility and contact me directly on it! My number is still the same so have forwarded it again.

**Will continue to update review**

I was guaranteed delivery before the opening of my restaurant. They failed to deliver on time and I had spoke to Laura in sales and she needs to work on her respect and attitude when it comes to customers. We are completely gobsmacked with how this situation was dealt with especially as we are returning customers and I made clear we wouldn’t place the order unless they could guarantee it was here on time.
When it finally arrived, the delivery men were also shockingly rude to my partner, almost intimidating. They made it clear they didn’t care about the customer service also and when my partner mentioned they were on camera they suddenly changed their tune and scurried off.
Extremely disappointing for saying how much we love the mirrors but tarnishes it when you have an experience like this.

Good delivery Anthony was polite & helpful

Delivery driver was very helpful and helped carry the long items into the house
Charles & Ivy
Great service

Really nice man - very helpful and a lovley smile - name is mark

Order: CI189053 — ordered 13 September

My initial contact with C&I was very good and I felt confident placing my order. Unfortunately, once payment was taken, the communication stopped.

As a couple of weeks passed, I became increasingly concerned after seeing comments from other customers on social media describing very similar experiences — excellent communication initially, followed by poor communication once orders had been placed, with some customers apparently waiting many months for their products, and reports of items arriving damaged or incomplete. I also noticed comments being deleted, by C&I which understandably raised further concerns.

I emailed C&I several times to ask for an update and to clarify the current lead time, but my emails were repeatedly ignored. The 1 reply I received, totally dodged the lead time question. Eventually, I managed to get through by phone and explained my concerns, including the comments I had seen from other customers.

I was told that they were experiencing a particularly busy period and that the current lead time for bespoke gates was up to 14 weeks, compared with the original 12 weeks I had been quoted. I made it clear that I was happy to wait 14 weeks provided this was a genuine and transparent timeframe, and that orders weren’t routinely taking 6–12 months.

However, over the last couple of weeks I have seen multiple negative reviews on Trust Pilot describing very similar issues, which unfortunately reinforces the concerns I already had. C&I’s responses to these reviews appear largely standardised and don’t seem to acknowledge the underlying issue with communication and delays. I feel I’m being lied to.

What I don’t understand is why the company continues to actively advertise and take new orders if it is struggling to fulfil existing orders or even respond to customers who have already paid.

At this point, I simply want to know when my order will actually be delivered. If it is going to be more like 6 months to a year, I want a refund. I don’t want to be left waiting indefinitely after paying upfront. I need the gates!

This isn’t simply an inconvenience either — I am currently without a driveway gate, which has genuine security implications for my property.

I hope C&I will provide a clear and honest update on my order and prove these concerns unfounded, but at present I am extremely disappointed with the communication and lack of transparency.

Fantastic Service had a chat live to find out delivery time and response was so accurate to time. Delivery driver called to update time of delivery such a personal touch. Thank you so much very pleased with my delivery and products.
Definitely recommend this company true to there description.

To be kept informed with regard to the order progress, Wow, this company exceeded all expectations. The emails prior to delivery gave approximate dates and times, and on the day, goods arrived almost to the minute, even the driver phoned ten minutes befote arriva., carried a heavy load into the back garden and said are you sure this is far enough. Brilliant.

I would like to give a big thank you to Ella for all her help in finalising my gate and fence order.
I had numerous questions throughout the process, and Ella was incredibly patient, helpful, and attentive at every step. She took the time to understand exactly what I needed and guided me through the process until everything was finalised.
What really stood out to me was how genuinely she kept my interests and requirements at the forefront. Her patience and commitment made what could have been a complicated process feel much easier.
Excellent customer service from Ella, she is a real credit to the team.

⭐ 1 STAR — AND THAT’S BEING GENEROUS

Want to know what happens when a company takes your money but apparently considers the concept of delivery an optional extra? Welcome to our experience.

We have been waiting OVER A YEAR for our products. Not a few weeks. Not a couple of months. Over. A. Year.

And here’s the absolute masterpiece: we’ve been told that they actually have our products.

Fantastic. Brilliant. Problem solved, right?

Apparently not.

Despite supposedly having the products, they still won’t book our delivery. At this point, I’m genuinely starting to wonder whether our order is being transported by carrier pigeon — although frankly, I’d have more faith in the pigeon.

The level of incompetence and lack of urgency is astonishing. We have had to chase and chase, while apparently nobody at the company feels any particular need to actually resolve the situation.

A company taking over 12 months to get products to a customer is bad enough. Having the products and STILL not arranging delivery takes it to an entirely new level.

If you enjoy being ignored, chasing companies repeatedly, being told your products are there while somehow never actually receiving them, then perhaps this is the company for you.

For everyone else: STEER CLEAR.

Based on our experience, I would not recommend this company to anyone. Think very carefully before handing them your money, because once they have it, actually getting what you paid for seems to be an entirely different story.

Over a year. Products supposedly sitting there. Still no delivery.

Absolutely disgraceful.

I provided my order number after you responded to my review. However, I find it disappointing that more urgency appears to be placed on acknowledging negative reviews than on resolving the underlying issues with customer deliveries.

I was advised that a confirmed delivery date would be provided by Friday at 5 pm this week. Has this happened? Unfortunately, I already know the answer.

Furthermore, there also appears to be negative comments being deleted from your Facebook page, which only adds to the impression that managing your public image is being prioritised over addressing genuine customer concerns.

It is frustrating that the focus seems to be on responding to public criticism, and seemingly removing it, rather than proactively resolving the problems customers are experiencing. I would have much preferred to receive the delivery update I was promised rather than a response to my review.

I would appreciate it if the same level of attention given to monitoring reviews and comments were applied to resolving actual customer issues. Ultimately, customers want their orders delivered as promised, clear communication, and problems rectified — not simply an acknowledgement of their dissatisfaction.

Good products and Anthony delivered it carefully. When there was an issue with a missing item they ensured it came promptly.

Communication from the company was great. The delivery was prompt and arrived when it said it would. Mark, the delivery guy was brilliant, super friendly and helpful. Would definitely recommend this company.

We received our 3rd delivery attempt today. Wrong goods sent again and missing items. No base plates to secure post. The metal inside the post was longer than the post. 3rd time requesting composite post caps and they sent more aluminium ones which dont fit composite post. The quality is good. Phone lines take forever to be answered or call gets terminated after 30 minutes.

Presales was excellent: emails, calls and tickets all answered quickly. The moment I placed my orders, that stopped completely.

For six weeks I have been chasing Charles & Ivy!
I've called repeatedly and waited between 50 minutes, and 1 hour 10 minutes each time I've called, with no answer.

I've sent multiple emails and raised several tickets, and none have received a reply.

My Heritage post caps were promised for the end of September.
They still haven't arrived.

7 Sep: ticket 195328.
24 Sep: email to customer support, asking them to confirm the post caps for CI187219 and CI188236.
29 Sep: ticket 201412 (Post caps), saying it was a one-month delay.
30 Sep: ticket 201412, asking for an approximate delivery date.
7 Oct: to Maria on the Post caps ticket, chasing a final date of delivery.

I only found out the current status by calling presales again, who told me the stock reaches Charles & Ivy's warehouse around mid-October, with no indication of when it would reach me.

I understand busy periods and the odd delay, but being ignored for over a month after paying more than £5,500.00 between two orders, is something I've never experienced as a customer.

If you are going to order, be aware that the service you get before payment is not the service you get afterwards.

-- UPDATE --

Today I called Charles and Ivy again, and after 40 minutes of wait I finally was able to speak to someone who just told me that yet again, there was a delay so the new expected date for my post caps is the beginning of November.

Meanwhile one fence panel was broken, and 5 fence premium caps were grey instead of black.

I have no idea when I'll get these parts that need replacing, let alone if I'll receive the post caps in the beginning of November.

Funny enough, the person on the call justified this saying "the caps are just decorative" or "the caps are free".

When I asked for 100 caps to be sent to me for free, suddenly they couldn't.

I would have preferred to not be treated as an idiot and been told that the caps are free or just decorative.

The only thing that Charles and Ivy could offer as an alternative so they could say "we are providing you options", was to offer me to refuse the heritage caps and just get the normal caps.

That would have been an option if I was told BEFORE making the order that the heritage caps were going to be available in 3 months.

If you promise me heritage caps and allow me to select them as part of my order, then I expect you to deliver them in time.

Otherwise tell me it's going to be 3 months to get them delivered before I make the order and I can make an informed decision. Only in that case I have options and it's my choice.

Options after the order are not options anymore.

Stop making excuses and either fix your logistics and production, or be transparent and let your customers know exactly when the items will be delivered.

The driver Anthony delivered a replacement panel and insisted on helping me fit it great service thanks👍👍

I could not have asked for a better delivery driver. James was polite, helpful and respected my property. He kindly put panels in my hallway for me as I asked him to do so. I wish there were more James’s around!! 5* delivery and outstanding driver. He truly is an asset to your company. A very happy customer.

Delivered with care by James who was very polite