Charles & Ivy – Cashback, Rebates & Rewards

Following my review below I was contacted by Georgia at Charles & Ivy customer support. She was fantastic in understanding my recent issue and has asked if I would accept the aluminium posts in exchange for the composite ones and free of charge. I have accepted and can’t wait to see my lovely new fence set up with these aluminium posts. Great customer service with understanding my issue and disappointment with the composite posts. My garden will hopefully look great again. Aspen Composite fencing with composite posts. Fence and posts arrived but no fixings. Easily resolved with a phone call and fixings followed in the post. Unfortunately not the ideal product for my fencing needs. Lots of issues with the fixings and had to look at other ways to make the fixings work to secure the posts. Issues with the slots on the posts not accommodating any angle for the fence panels to be slotted into. No videos on showing how to install the composite posts only the aluminium and concrete posts. Posts are 3ft high on a wall. They look good but have turned out not as robust as advertised. The wind over the last day has caused the posts and fencing to bend with the wind. I have had to reinforce the posts until I can find someone to look at rethinking the fencing. I can’t comment on any other fencing and posts only the composite ones. Aesthetically pleasing to the eye but really only decorative and not robust for true fencing needs.

Office was unresponsive on numerous occasions when I chased order updates. I had to ring numerous times to get a delivery date and although I requested a particular delivery week, I received the order almost two weeks later. When I contacted Charles &Ivy, I was promised someone would contact me to confirm my delivery. I also asked for a call back from a manager which never happened. On delivery, one post was delivered scratched. Delivery person was very good. He has been the only good experience of Charles and Ivy. Top caps also missing due to no stock. I hope the product will be long lasting and worth the thousands I have spent.

I placed an order for a product that was showing "In stock" back in July, I was contacted within a couple of days of my original order advising me that the products had been over order-sold & that there would be a delay of 2-3 weeks in shipping my order. After 3 weeks I had to chase as there'd been no update to my order - which wasn't exactly an easy process given that my emails had been ignored, calls went unanswered & the online chat was very hit and miss. 4 weeks from the point of my original order, I finally received it & what I had received was wrong (wrong parts shipped). I ended up going through the whole customer services process again, which was slightly better this time around & agreed to get the correct parts shipped out to me ... which brings me to where I am today; There's been no update to my remedial order - which I'm now having to chase; once again isn't exactly an easy process given that my emails have been ignored, calls going unanswered & the online chat is very hit and miss. The products themselves are pretty good; well priced, look good & are of good quality - just a shame the entire process around the product is flaky at best. It kinda feels like these guys are drop-shipping from China, putting a veneer of polish in front of it with a good Shopify website & good branding - all of which has varying degrees of efficacy. If you're in a hurry, time is at a premium, or you just want to get the job done with no fuss; give these guys a miss. UPDATE (05/09/2023): I've spent 40 minutes trying to get through the online chat - have been "Number 1" in the queue for this time. Thought I'd give the Office number a call on a punt & I got through pretty much straight away; whereas my experience in past interactions has been the online chat has been the more reliable.

Great quality product, but delivery scheduling woefully under delivered. We phoned, and changed our desired choice to something in stock, then two weeks later it was delivered minus crucial bits that were out of stock. Will recommend, but only if you don't have any time pressure on your project.

The product seems fine - as advertised. It’s good quality but because of that the assembly takes a little working out and there are no instructions. I am a pensioner with mobility problems. I had to be at a hospital appointment during the 2 hour delivery slot so I paid someone to be in my flat during that time to receive the goods. The delivery driver didn’t even ring the bell to my flat, simply dumped all the boxes in the communal entry hall without bothering to notify anyone. The block management rang me to say they were a fire risk and that I needed to move them immediately. This obviously was a problem plus I needed to pay more because they were sitting there for extra time when they could have been moved immediately if the driver had done their job properly. I also employed someone to come and put my 4 planters together as I’m unable to do that. When unpacked it became clear that there were 3 sets of uprights missing. I rang the company and spoke to customer services. The person I spoke to had poor interpersonal skills, gave a cursory apology in a tone of voice the guy assembling called “I don’t give a ****……” She checked and told me that they had been missed off the packing list and that a courier would come and collect from them the next day and deliver to me on the day after. I can’t be there on that day so will again have to pay someone to sit in my flat to receive the supports. She said they couldn’t give a time and it would be between 8am and 8pm so I will need to pay a lot just to get delivery. In general her whole tone wasn’t of someone who realises their company has been very inefficient, caused a lot of inconvenience and hopes to redeem their image. I suggest the management of this company needs to retrain a few people - the ones who fulfil orders and put them on the van, the delivery drivers and the customer service people. Maybe teach them to actually be super nice to customers after they’ve been let down.