Charles & Ivy Anmeldelser 

Placed an order based on the items being listed as in stock with an estimated delivery window of 2 weeks.
Received an email the next day to say they had made a mistake with stock levels and it would be at least 4 weeks before it arrived at their warehouse & we could then arrange delivery.

We responded to this email with a query but received no response from Charles & Ivy for two weeks. Have also tried to call numerous times during that period; Customer Service rings out and if you get through to their Sales team they will say they can't help and hang up on you.
Essentially there is no way to contact them if something goes wrong with your order.

We have since tried to cancel the order via email, and following no response again, have now initiated the process via our credit card company to recoup the lost money.

There are similar experiences within the comments on their social media pages some of which are being hidden or deleted.

Anthony Very helpful excellent

Gary was on time, polite, attentive and efficient

James the delivery guy was very helpful. He was happy to carry the screens to exactly where I wanted them. Thank you James.

Great job by Gary and Chad for the delivery, and Abigail in Customer Services for resolving missing items from the original order…

Mark from the in house delivery team was very helpful and polite and efficient. Thank you

Well informed throughout delivery and very friendly delivery guys

I can't even begin to explain all the ways on which I am disappointed.
I don't even have the energy to call again regarding latest issue.
I am sure the gates if ever they are fitted will look amazing . But right now I'd like to just walk away. But I have to call again and listen for an hour or more about how important my call is

Friendly guys, and put the gate etc exactly where I wanted. Rick and Pablo deserve the 5 stars!

Fantastic professional and friendly delivery gentleman who was a real credit to the company.
Very positive and pkeased to help him unload. He arrived in the time slot provided and took care with the delivery. Thanks

Driver delivered goods with care name of driver Anthony thank you

Rick and Pablo were great thanks. On time and friendly 🙂

Charles and Ivy are not responding to the issues raised below. I would not recommend buying from this Company.

Order: CI188146-202786

● Main order paid to Charles & Ivy on 2 September 2026: £8,345.84

● Site survey paid on 23 July 2026: £275.00

● Two additional aluminium posts paid on 24 September 2026: £210.80

I have had an extremely difficult experience trying to resolve issues with the after-sales team. Despite numerous telephone calls, emails and attempts to use the online chat facility, several important issues remain unresolved.

The telephone line automatically disconnects after 20 minutes if the call is not answered, meaning customers have to call again and start the process over. Our carpenter, who is installing the fence, also tried to telephone for technical advice, could not get through and subsequently emailed last week. He has received no response.

I was also promised a call back from a manager, Natalie. That call never happened.

Items already agreed for dispatch

Your after-sales team agreed to send the following missing items but did nothing :

● 2 × extension leads from the 2 LED power boxes to the first LED strip, one for each side of the garden.

● 4 × LED-to-LED extension leads to accommodate the four step-ups in our fence.

These requirements were identified during the site survey.

We are also missing 2 post caps, while a third is cracked. We therefore require 3 replacement post caps matching those supplied with the original order.

The smart lock supplied for the pedestrian gate also has no instructions explaining how the lock components are physically fitted to the gate. The instructions supplied only cover setting up the smart codes. In addition, the plastic component that sits behind the strike plate is broken and requires replacement.

I require the following items to be dispatched within 24 hours to be delivered to me no later than Wednesday 7 October 2026:
Charles & Ivy has already had more than five working days to resolve.

1. Two extension leads from the 2 LED power boxes to the first LED strip.

2. Four LED-to-LED extension leads.

3. Three replacement post caps.

4. Clear instructions for fitting the smart lock components into the pedestrian gate.

5. A replacement plastic component for behind the smart lock strike plate.

The following matters require resolution within 10 working days.

1. Site survey – £275 refund

I require a full refund of the £275 site survey fee.

In my experience, the survey has caused additional problems rather than providing the service I understood was being offered. It has resulted in additional costs, incorrect requirements being incorporated into the order and considerable additional stress.

I therefore request a full refund of the survey fee.

2. Additional aluminium posts – £210.80 refund

As a result of incorrect advice/requirements arising from the site survey, I had to purchase two additional aluminium posts at a cost of £210.80.

I was told that the only way to have the posts dispatched was to pay for them, despite the additional requirement arising from the survey rather than any change requested by me.

I agreed to pay only because I needed to keep the project moving, and your after-sales representative raised a complaint regarding the matter.

I have received no resolution to that complaint.

I therefore require a refund of £210.80.

3. Refund for returned slats

When the two posts were delivered on Monday 28 September 2026, I arranged for the collection of the 10 packs of slats (2 slats per pack) that were no longer required.

These were returned because the original site survey had resulted in an order that would have taken the fence above the required 2-metre height.

Your logistics team collected these slats,I require confirmation and payment of the refund for these returned slats.

4. Inconsistent slat colours

We have identified a 12 slats so far with a noticeably different colour tone from the remainder. They will need to be replaced.

In addition, the slats on the pedestrian gate are a different colour tone from the main fence slats. These will also need to be replaced.

Please confirm how Charles & Ivy proposes to rectify the colour inconsistency and arrange replacement of all affected slats.

Required response

● Confirmation that the outstanding components listed above have been dispatched.

● DHL tracking information as soon as available.

● Confirmation of the smart-lock fitting instructions being despatched or sent by email.

● Confirmation of the £275 site-survey refund.

● Confirmation of the £210.80 additional-posts refund.

● Confirmation of the refund for the returned 20 slats.

● Confirmation of how and when the incorrectly coloured slats will be replaced.

● A clear response to all outstanding issues.

I ordered a bin shed from Charles and Ivy back in july. Since then I’ve had two failed delivery attempts. The first time the bin shed was never even loaded onto the van. The second time they claimed it “wasn’t adequate” and couldn’t be delivered.
I requested a refund five weeks ago and have chased it repeatedly ever since. I’m still waiting.
Customer service is a joke. The phone line for problems is never answered. I’ve called multiple times every single day and get nowhere. The only way to get through is by ringing the sales line — someone always picks up there, but they can’t actually help. They’ve emailed the relevant department four times on my behalf and nothing has come of it.
It’s now well over a month since I asked for my money back and I still have neither the product nor my refund. Completely fed up with the lack of communication and resolution.
I just want my refund !!
I would genuinely think twice before ordering from this shambolic company.
Brought the 24th July
Order number CI184261

The company has amazing products.

Unfortunately you have to wait up to 8 weeks to get the delivery but it is worth waiting.

Anthony the delivery person was extremely helpful.

Waited 5 months for delivery of a planter,it was delivered today, and it’s damaged. In addition, customer service or should I say lack of it, has been appalling. Don't believe what you read on the website re delivery lead times.

I placed my order in May and have only just received it. I am so disappointed in this company. Minimal updates, emails ignored and feeling as if I’d been forgotten.

Excellent delivery service from James calling prior to delivery. He listened to my delivery instructions as we were not going to be in and left the delivery as per exact instructions and showed due care diligence of placement of goods in a secure location.

Excellent garden trellis although ordering via the website was a bit of a challenge (the colour did not match what I ordered).

While that does not sound a 5 star review, after contacting the team directly, especially Shannon and Abigail, they sorted everything in a friendly manner and extremely quickly. Delivered on-site and on-time by Anthony.

I bought outdoor wall slats from the Partington warehouse and had them installed. I spent over £3,000 in total with Charles & Ivy on fence panels, wall slats, a gate, planters and design panels. Some of those items were clearly marked with scratches (Planters) or slight discolouration (Wall Slats), and I accepted that. They have all held up and work perfectly.
(I did have a delivery issue where the full order was not delivered and on installation day, I had to make my way direct to Partington store to pick up the missing items. They were reluctant to replace them but ended up doing so anyway as I had installers on site and were unable to progress)

The wall slats are different. They were in good condition at delivery and installation with no cracks, no deviations, just some slight discolouring or even perhaps just inconsistent colouring. A couple of months later they began splitting along their length across 95% of the wall. I have photographed over 30 clear defects. This is a complete product failure, not a cosmetic mark, and it makes them unfit for purpose.

At no point in the warehouse were any clearance terms displayed, and nothing said these slats could fail. The first I heard of a "no warranty, no refund" clearance policy was after I made my complaint by email on the 3rd of September. The products also carry a lifetime warranty if bought new.

The process was slow. I raised on 3 September, was asked for closer photos on 7 September, and told them on 21 September that their system only accepts 3 to 4 images at a time. After more chasing, I finally got a reply on 5 October refusing a refund or replacement and noting how frequently I have to chase to get a response or outcome to my issue.

The cost is significant. Cost to purchase and install and I now have to pay to have them removed, new ones bought and refitted, which will cost roughly three times the original price.

Trading Standards guidance says:

- Goods bought in a sale carry the same legal rights as goods bought at full price.
- A seller can only rely on faults that were pointed out to the buyer, or that were obvious.
- If goods have a different fault, you still have your rights.
- A "no refunds" notice does not remove your statutory rights.

Splitting was never pointed out and was not visible at purchase, delivery or install and I have photos to prove the condition. I am escalating this to Trading Standards and starting a charge back on my credit card. I would not recommend buying clearance stock from Charles & Ivy without understanding that they may refuse responsibility, as well as noting that even though their products have a 20 year -> lifetime warranty, they do not obviously live that long.