Charles & Ivy Anmeldelser 

The concrete post to Fence insert worked a treat and was delivered on time and in a friendly manor
Thanks
Bryan Jeffrey

Delivery 💯
Driver 💯
Fast delivery 💯

Extremely disappointing and frustrating experience.

It has been almost two months since my order was cancelled, and I STILL haven’t received my refund. What makes this even more unacceptable is that the cancellation wasn’t even my fault — it happened because of their own mistake.

So somehow, they make the mistake, cancel my order, keep my money for nearly two months, and I’m the one who has to constantly chase them to get my own money back.

The worst part is the complete lack of accountability. No one seems willing to take responsibility, and I still haven’t been given a proper explanation or a clear resolution.

It’s honestly shocking that a customer can be left waiting this long for a refund, especially when the entire situation was caused by the company in the first place.

Absolutely unacceptable customer service. After this experience, I would seriously think twice before trusting this company with another order.

UPDATE: You’ve asked me publicly for my order number. Please contact me directly so I can provide it privately.

James delivered our order today, he was brilliant. It was a large order too.
Very quick and efficient.
Very polite man

Spot on time and deliver
James

Delivery driver (Mike Ball) ahead of messaged arrival time. Friendly and efficient. Carried items to where we requested.

Very friendly and efficient delivery by Anthony - great service and looking forward to installing our decorative screens.

Lewis and Mike D delivered our planter , they were so helpful and polite . Thank you can’t wait to see it in my garden .

James was very helpful when delivering the goods

Big thanks to Lewis and Mike D for delivering our new pergola! Arrived on time and were super quick in unloading putting it all where i asked. Thankyou guys

James was efficient and helpful. Times were updated so didn't need to stay in for hours etc.

Performance was absolutely rubbish.

I placed my order, payment was taken straight away, and then I received no meaningful updates whatsoever. There was nothing through the Shop app and no communication to explain what was happening with the order.

I emailed for an update and received no response, or at least nothing that appeared to have been picked up.

I then tried calling twice. The first time I was on hold for over 30 minutes with no answer. On the second attempt, I finally got through after around 13 minutes.

To be fair, the lady I eventually spoke to was very helpful and dealt with the issue professionally. However, I was then told that my order had effectively become caught up in the warehouse and had simply been left to one side. For a company taking full payment upfront, I find that extremely poor.

To top it all off, they then sent a delivery driver all the way from Manchester to near Cambridge for a 9am delivery, only for the delivery not to contain my full order.

The delivery driver himself was excellent and couldn’t be faulted at all, but the overall organisation, communication and order handling from Charles & Ivy has been extremely disappointing.

For what should have been a straightforward order, I’ve had to chase repeatedly just to find out what was happening. Customer service shouldn’t require this much effort from the customer.

Delivery 5 days late from commitment. Wrong equipment sent, aftersales support line is >45 mins wait time. Multiple conversations, missing items still not recieved, wrong replacement items sent. Overall project delayed by over 4 weeks. Still do not have the correct items to finish. Awaiting management call back to try to finally finish the project…. Nightmare!

Delivery guy Reece very accommodating and belpful!

For a month's after paying no contact from company. I wrote , but received automated reply. I involved Klarna ( paid in 3 instalments via Klarna). Klarna started dispute and immediately I received email from C&I about delivery date and time. Anthony, delivery man, was wonderful. He was in time and very polite.
In future I will pay via Klarna. That is really safe and good, because they help to sort out problems. 5 stars to Anthony and 5 stars to Klarna! But to C&I I would give only 3 stars. Product is good but no communication is not good. If Klarna not be involved, I do not think I would be that happy.

Order came incomplete, one is bro damaged. When the replaces arrived they were poorly packaged and damaged and we have had no reply to rectify this. Expensive fence feeling very disappointed with the lack of customer care and response time.

Order no CI187308-213206
We emailed pictures of the damage via email .

Great company to deal with, from start to finish & in between!
Customer service agent knowledgable about what I need, was kept updated on delivery time & my consignment was actually delivered to me by an employee (Anthony) rather than just plonked on the doorstep by a runaway courier!
He carefully checked that all my components were there, pointed them out to me, & placed them in my garage as directed. Friendly & competent service all round. I’ll be ordering again soon as it’s nice to find a company who puts their customers needs first. Top marks!

The delivery guy was ACE

Lovely delivery driver, very helpful - Mike Ball