I have just placed an order for a composite fence with Charles & Ivy. Their website was extremely easy to navigate and anticipated every possible question a Customer may have. Nevertheless, I phoned c... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I have used Charles and Ivy twice now. Their products and customer service are excellent. Being able to have samples before buying has been really helpful so we could choose the best colour. Emma has... See more
Company replied
Very good customer service, items were delivered exactly on time. Delivery driver Reece was very good, arrived a bit late but kept us informed what was happening and very courteous, put items exact... See more
Although there was a mix up (twice), and our correct item arrived third time lucky, the girls on the telephone were great, patient and very understanding. The delivery drivers were wonderful! Pleasant... See more
Company details
About Charles & Ivy
Written by the company
Choose Charles & Ivy with confidence. We believe that creating your dream space should be a joy. We’re committed to excellence, being honest, fair and responsible in everything we do.
We make it our mission to create a stylish, durable, low-maintenance modular fencing system enabling people to transform and personalise their gardens.
Create & innovate the Charles & Ivy way.
We make it our mission to create a stylish, durable, low-maintenance modular fencing system enabling people to transform and personalise their gardens.
Create & innovate the Charles & Ivy way.
Contact info
United Kingdom
- 0161 529 8877
- info@charlesandivy.co.uk
- charlesandivy.co.uk
4.5
Excellent
17K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 83% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I recently contacted customer service…
I recently contacted customer service regarding an issue with the lighting on my mirror, and I spoke with Abigail, who was incredibly helpful from start to finish. She went above and beyond to make sure the correct replacement was sent out, and I’m now very happy with my beautiful new mirror with LED lighting.
Thank you so much, Abigail, for your fantastic customer service and for resolving the issue so efficiently. I really appreciate your help and would definitely recommend!
30 July 2026
Unprompted review
Reply from Charles & Ivy
Good Morning Ella,
Thank you for your fantastic 5-star review. We’re delighted to hear that Abigail was able to assist you and go above and beyond to ensure the correct replacement was sent out.
It’s wonderful to know that your issue was resolved efficiently and that you’re now enjoying your beautiful new mirror with LED lighting. We’ll be sure to pass your lovely feedback on to Abigail.
Thank you again for your kind words and recommendation. We really appreciate it!
Kind regards
C&I
Forgot to add parts to my order that…
Forgot to add parts to my order that was required for our fencing. Rang customer service and spoke to Louise who managed to add these to our order so it all turned up together. Thank you!
13 August 2026
Unprompted review
Reply from Charles & Ivy
Good Morning Mark,
Thank you for your fantastic 5-star review. We’re delighted to hear that Louise was able to help add the additional parts to your order and ensure everything arrived together.
We’ll be sure to pass your kind words on to Louise. It’s great to hear that she made the process so easy and helped ensure you had everything you needed for your fencing project.
Kind regards
C&I
Driver James was more then happy to…
Driver James was more then happy to help move the fencing to where we needed it
14 August 2026
Unprompted review
Reply from Charles & Ivy
Good Morning,
Thank you for your fantastic 5-star review. We’re delighted to hear that James was more than happy to help and went the extra mile by moving the fencing to where you needed it.
We’ll be sure to pass your kind words on to James. We really appreciate you taking the time to share your positive feedback with us.
Kind regards
C&I
5***** Charlton
Charlton is such an asset to your business. He is personable, caring, funny and extremely knowledgeable nothing is too much trouble. He does everything. He literally stops what he is doing to help. He fetches and carries the panels you like and also helps you with all the measurements and the extra bits you need. We simply cannot thank him enough. It was our 3rd visit to your Carrington warehouse and we were extremely fortunate that he was working on our first visit and when we arrived today. He is a 5***** guy and deserves praise and recognition for his kindness and obvious talents.
15 August 2026
Unprompted review
Reply from Charles & Ivy
Good Morning Nick,
Thank you so much for your fantastic 5-star review and for taking the time to share such wonderful feedback about Charlton.
We’re delighted to hear how helpful, knowledgeable and friendly he has been throughout your visits to our Carrington warehouse. It’s fantastic to know that he went above and beyond to help with your panel choices, measurements and all the extra details needed for your project.
We’ll be sure to pass your kind words and recognition on to Charlton. Feedback like this means a great deal to us and we’re very lucky to have him as part of the C&I team.
Kind regards
C&I
Delivery…
This review is for the delivery only which was made by Mark, very pleasant and helpful and delivered within the time allocated.
13 August 2026
Unprompted review
Reply from Charles & Ivy
Good Morning Mary,
Thank you for your fantastic 5-star review. We’re delighted to hear that Mark provided such a pleasant and helpful delivery service and that your order arrived within the allocated time slot.
We’ll be sure to pass your kind words on to Mark. We really appreciate you taking the time to share your positive feedback with us.
Kind regards
C&I
Delivery guys were great
Delivery guys were great, even though the delivery itself was incomplete. They made it clear what I needed to do to get the missing part quickly.
14 August 2026
Unprompted review
Reply from Charles & Ivy
Good Morning Brian,
Thank you for your fantastic 5-star review. We’re delighted to hear that our delivery team were friendly and helpful, even though your delivery was unfortunately incomplete.
It’s great to hear that they clearly explained the next steps to help you get the missing part as quickly as possible. We really appreciate your understanding and taking the time to share your positive feedback.
Kind regards
C&I
Reece and Alan were so helpful and…
Reece and Alan were so helpful and place the item in the rear garden so it was safe overnight. Really friendly and thoroughly recommend. I have found the whole experience with Charles & Ivy amazing. Customer service five star ⭐
14 August 2026
Unprompted review
Reply from Charles & Ivy
Good Morning Amanda,
Thank you for your fantastic 5-star review. We’re delighted to hear that Reece and Alan were so helpful and took the extra care to place your item safely in the rear garden.
It’s wonderful to hear that you found the whole experience with Charles & Ivy amazing and that our customer service lived up to five-star standards. We’ll be sure to pass your kind words on to Reece and Alan.
Kind regards
C&I
Could not have been more helpful
Could not have been more helpful. Charlie went out of his way to help. Highly recommend
15 August 2026
Unprompted review
Reply from Charles & Ivy
Good Morning Diane,
Thank you for your fantastic 5-star review. We’re delighted to hear that Charlie went out of his way to help and provided such a great service.
We’ll be sure to pass your kind words on to Charlie. It’s wonderful to hear that he made such a positive impression, and we really appreciate your recommendation.
Kind regards
C&I
Chris was absolutely brilliant
Chris was absolutely brilliant. Kept me updated on his eta and more than happy to accommodate with helping upon his arrival.
Nothing was to much trouble.
15 August 2026
Unprompted review
Reply from Charles & Ivy
Good Morning,
Thank you for your fantastic 5-star review. We’re delighted to hear that Chris provided such a brilliant service, keeping you updated on his ETA and going above and beyond to help when he arrived.
It’s great to hear that nothing was too much trouble for Chris. We’ll be sure to pass your kind words on to him.
Kind regards
C&I
Water Feature Problems
Ordered a Corten water feature that was listed as in stock with fast delivery. Turned out it wasn’t really in stock and delivery wouldn’t be fast.
Eventually an alternative was agreed. When it eventually arrived I found it’s missing the water pump and other components.
Mistakes happen, but it’s how they are dealt with that reveals a lot about how a company operates. They don’t answer emails very often and usually don’t answer the phone.
My problems will probably be resolved eventually if I can find some spare hours to hang on the phone. With hindsight I should have paid more attention to the reviews and should have chosen a more reliable supplier able to deliver on their promises.
It’s hard to find any redeeming aspects of the service from Charles and Ivy and I couldn’t possibly recommend them.
14 August 2026
Unprompted review
Excellent customer service
I had a very positive experience speaking with Emma over chat this morning. I had loads of questions regarding a product and she was able to answer all of them thoroughly and has given me all the information I need to go and purchase the product. Very happy with the customer service. Thank you Emma.
15 August 2026
Unprompted review
Reply from Charles & Ivy
Good Morning Sophie,
Thank you for your fantastic 5-star review. We’re delighted to hear that Emma was able to answer all your questions and provide you with the information you needed.
We’ll be sure to pass your kind words on to Emma. It’s wonderful to hear that she provided such a thorough and helpful service and left you feeling confident about your purchase.
Kind regards
C&I
Ordering Process
I have just placed an order for a composite fence with Charles & Ivy. Their website was extremely easy to navigate and anticipated every possible question a Customer may have. Nevertheless, I phoned customer services to doublecheck that I had everything covered. Shannon was extremely helpful & friendly. She dealt with my novice questions with patience & understanding, then emailed me a quote, thus ensuring I was happy before I placed my order. I have every confidence that their product will be as good as their personnel.
14 August 2026
Unprompted review
Reply from Charles & Ivy
Good Morning CJ,
Thank you for your fantastic 5-star review. We’re delighted to hear that you found our website easy to navigate and that Shannon was able to assist you with your questions in such a friendly and patient manner.
It’s great to know that she was able to provide you with a quote and give you confidence before placing your order. We really appreciate your kind words about our team and your trust in Charles & Ivy.
We hope you’re just as pleased with your composite fencing once it arrives, and we look forward to hearing how you get on with it.
Kind regards
C&I
Awful company
Awful company. Unhelpful. Customer service crap. They only reply on a Friday (Friday dump) We were assured over the phone that an item would be full length but was delivered as something else. They said nothing we can do. Well, there is something I can do! Watch this space.
15 August 2026
Unprompted review
Very disappointing experience
Very disappointing experience – returns process was a nightmare
Unfortunately, I had a really poor experience with Charles & Ivy, particularly when it came to returning my order and receiving my refund.
I ordered three bin stores over the phone. I opened and assembled one of them, but once I saw it in place I decided it wasn’t for me, so I deliberately left the other two completely unopened.
When I contacted Charles & Ivy to arrange the return, getting through to someone was incredibly frustrating. I spent ages on hold on multiple occasions and found the whole process unnecessarily difficult.
What concerned me most was the way the return deductions were explained to me. I was made to feel that I could potentially lose a significant amount of money from the refund for the bin I had assembled if there were any marks or scuffs on it. The problem is that the product is extremely difficult to assemble without causing at least some minor marks during installation. I was also told there would be a 10% deduction for returning items.
None of this was explained to me when I originally placed the order over the phone. Had the returns conditions and potential deductions been made clear during the sales call, I would have been able to make a properly informed decision before ordering. I think it is actually against consumer rights in the UK and I probably have a case I have been told if I want to pursue it further. Deliberating it atm.
To make matters worse, it took around a month for me to finally receive my partial refund. For an order of this value, I expected a far smoother and more professional returns process.
Based on my experience, the after-sales service and returns process seriously let the company down. I certainly wouldn’t order from Charles & Ivy again.
25 June 2026
Unprompted review
Paul was brilliant
Paul was brilliant, great coms before the delivery to ensure we were going to be in and time slot suited us and also when he turned up was very pleasant and took great care of the acoustic panels.
11 August 2026
Unprompted review
Reply from Charles & Ivy
Good Morning Fraser,
Thank you for your fantastic 5-star review. We’re delighted to hear that Paul provided such great communication before your delivery and made sure the time slot worked for you.
It’s also great to hear that Paul was so pleasant on arrival and took great care when handling your acoustic panels. We’ll be sure to pass your kind words on to him.
Kind regards
C&I
excellent service
14 August 2026
Unprompted review
Reply from Charles & Ivy
Good Morning Lynette,
Thank you for your fantastic 5-star review. We’re delighted to hear that you received excellent service from C&I.
We really appreciate you taking the time to share your positive feedback with us, and we look forward to providing you with the same great service in the future.
Kind regards
C&I
Very polite service also very…
Very polite service also very accommodating daz was very professional with his service
14 August 2026
Unprompted review
Reply from Charles & Ivy
Good Morning Ryan,
Thank you for your fantastic 5-star review. We’re delighted to hear that Daz provided such a polite, professional and accommodating service.
We’ll be sure to pass your kind words on to Daz. It’s great to hear that he made your delivery experience a positive one.
Kind regards
C&I
Emma was very helpful and listened to…
Emma was very helpful and listened to what I required efficiently thank you emma
14 August 2026
Unprompted review
Reply from Charles & Ivy
Good Morning Mark,
Thank you for your fantastic 5-star review. We’re delighted to hear that Emma was so helpful and took the time to listen to your requirements.
We’ll be sure to pass your kind words on to Emma. It’s wonderful to hear that she provided such an efficient and positive service.
Kind regards
C&I
The delivery men Reece and Alan were…
The delivery men Reece and Alan were very polite and helpful, they put my driveway gates exactly where I wanted them to make my installation easier, many thanks. Definitely 5 stars from me
14 August 2026
Unprompted review
Reply from Charles & Ivy
Good Morning Ricky,
Thank you for your fantastic 5-star review. We’re delighted to hear that Reece and Alan provided such a polite and helpful service and went the extra mile by placing your driveway gates exactly where you needed them.
It’s great to hear that they helped make your installation easier. We’ll be sure to pass your kind words on to Reece and Alan.
Kind regards
C&I
Reece and Alan were excellent
Reece and Alan were excellent. Very friendly and very professional. You are lucky to have them.
14 August 2026
Unprompted review
Reply from Charles & Ivy
Good Morning Michael,
Thank you for your fantastic 5-star review. We’re delighted to hear that Reece and Alan provided such a friendly and professional service.
We’ll be sure to pass your kind words on to them. It’s lovely to hear that you feel they’re a real asset to the team, and we’re very grateful for your feedback.
Kind regards
C&I
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