"If you value your money then shop elsewhere!"

I am still upset about my experience. I ordered a Father's Day gift for my Stepdad last June (2020) and within a month the leaves had dropped off the bonsai. Following a few emails back and forth and photos being sent we were asked in August to check if it was still alive. It wasn't. I spent over £50 + £9.99 for delivery. My Stepdad has experience with Bonsai trees and because I felt like I was being fobbed off each time I didn't take it further. I am so gutted about this and I have since been trying to make it up to him. Another point to bear in mind is that the balloons are misleading. They are not helium balloons which I made the mistake of thinking they were. I was disappointed when I saw it to realise it was a very small air filled balloon on a stick. Sadly, I would not recommend this company to anyone.

"Very happy customer"

I love my little tree and have found that any questions I might have about it’s care are quickly and helpfully responded to. I would definitely recommend.

"Just wanted to drop you a line to say…"

Just wanted to drop you a line to say what a great service and Valentine's Bonsai we rececived. Really impressed not only with the tree and the Valentine's 'addons' but also with the packaging - strong box and very well secured inside.

Wife loved the tree - here's hoping we're able to keep it happy for years to come!

"Having received a bonsai as a gift I…"

Having received a bonsai as a gift I ordered a bonsai spray yesterday and it arrived this morning. This was not a priority order and given the current restrictions was not expecting it for several days. Great service and the little tree that I was given is beautifully healthy with flowers forming. Thoroughly recommend this company

"disappointing at first but soon remedied"

we didn't get the tree we ordered and found it difficult to complain. However, we have now had an excellent replacement and the kit we had paid for, delivered speedily and efficiently. So this company's service is, in my experience, good.

"Amazing service"

I bought the bonsai food, spray and watering can from here and 2 days later the parcel arrived. I had asked for them to send me a care manual for a tree not bought from here and they did free of charge. Food is doing wonders for my little bonsai

"Bonsai Direct experience"

I have ordered two Bonsai tree’s from Bonsai Direct one early December 2020 and one mid January 2021 they both arrived on their specified dates and in excellent condition and both recipients were absolutely delighted.
Unlike flowers that only last 4-5 days Bonsai tree’s will survive a life time with loving care which make the perfect gifts.
The Website is excellent and easy to follow there is so much to choose from to cover every budget.
Sarah has been so helpful and gave every assistance with my questions and orders. I will be definitely ordering again.
Regards
Mike.

"The twin bonsai was such a wonderful…"

The twin bonsai was such a wonderful gift, my twin sister was absolutely delighted. Beautifully presented and such healthy looking bonsai’s. I get daily updates about what my sister has learnt about being a bonsai parent and has named both trees. Thank you ever so much for accommodating the change of my order at such short notice (despite the pressures of Christmas/NY and the pandemic) and I was very impressed with the communication about this, it was very reassuring. Thank you once again.

"A HORRIBLE COMPANY DO NOT BUY FROM HERE"

DO NOT buy Bonsai's from this company. The WORST experience I have ever had with a company ever!! I paid almost £400 for a premium range bonsai which was listed as measuring at 50 cm including the pot. The actual tree itself measures only 30cm, which is very very small for the money I paid. I can't believe the bonsai was potted in such a large pot for the size of the bonsai. They have also potted the bonsai much higher than it needs to be so it adds to the overall height. They have done this to con their customers and rip people off. I know they included the pot in the measurements but I did not for one minute think they would use a pot 20cm deep. You can get better bonsai's elsewhere and not be overcharged.
Bonsai direct rips their customers off even more as they don't pay VAT like other Bonsai companies so they are pocketing ALL the money they overcharge you.

This was not the worst part.... I purchased the Bonsai as a Christmas present which arrived a few days before Christmas. I decided I wanted to return the Bonsai as it was very overpriced and I wanted a much larger bonsai that measured close to 50cm for the £400 I paid.

As it was Christmas and bank holidays I contacted the company on the 29th of December. I got an email back saying fine I can return it. Then shortly after I got another email saying that it had to be returned within 7 days of delivery. By this time it was 8 days since the bonsai was delivered. I asked how would it be possible to return it over Christmas when they were closed? We then spoke to them on the phone. The company cannot take any criticism at all when we explained that they have potted the small bonsai in such a large pot and completely overcharged us for the bonsai. The woman on the phone completely lost the plot and handed the phone over to her colleague. We spoke to another person as the women who works there was pretty hysterical by this point and he was very abusive and was swearing at me, at the end of the conversation they said we could return the bonsai. I then contacted Fedex as I wanted to use a good courier company to ensure the bonsai was sent back safe and well. Once a collection date was arranged I emailed to let them know, I then got an email back saying that they would not accept the bonsai after all. I got quite a few emails from the woman who works there and every time she continued to insult my husband saying that he was threatening her on the phone. I could not believe the way we were being treated. I have noticed other people have had the same horrible experience and it would seem that if you have any problems at all you are told that you being threatening towards them. Never in my life have I have had such a terrible experience and been treated like this. DO NOT BUY FROM HERE. If you want a bonsai, buy from Heron bonsai's. Just check the website and compare bonsai sizes to see just how much Bonsai direct overcharge their customers.

I had to take out names in my review as Bonsi direct flagged my post to trust pilot. It seems that Bonsai direct don't like you using their names in a negative review but you can say their names in positive reviews.
It appears that Bonsai direct are leaving their own fake positive reviews . Just take a look at the last review left by someone who apparently bought two Bonsai's recently. It just screams hello fake review that Bonsai direct left themselves. Anyone can see that is Fake and has been written by staff who work there.

IN RESPONSE TO BONSAI DIRECT-

The size of the Bonsai IS incorrect because it is NOT 50cm it IS 30cm! which is such a big difference, you have charged £400 for a 30cm bonsai!! I would not of bought the Bonsai if I had known it was only 30 cm. I wanted one that measured 50cm like it was listed on the website. So Yes Bonsai direct have done things wrong which is what I have explained but they don't seem to be taking on board my feedback. It is NOT what I ordered because you CONNED ME and made me believe I was getting a bigger Bonsai than it was! Who puts a Bonsai in a pot 20cm deep when the Bonsai is only 30cm tall! You have added 20cm to the height of the Bonsai!!!!!!!!!!!!!!!!!!!!! CON ARTISTS!
8 days is not 'well after' 7 days, It was Christmas so it was not possible to return the over priced twig. Bonsai direct told us that we could return it then they changed their mind which is unacceptable.

This woman has bombarded me with me emails making up stories because staff can't take criticism and you certainly do not keep your customers happy, that couldn't be further from the truth. People only have to read previous bad reviews and they all say the same. That your company tell lies, are dismissive and rude worst of all insult people by telling them that are being threatening when they simply have a problem with their order.
Your company is a disgrace.

"Outstanding customer service"

I would definitely 100% recommend Bonsai Direct to anyone wishing to purchase a bonsai. The outstanding customer service received from a lady called Sarah is second to none. We were having issues online using our gift vouchers that were purchased for Christmas and Sarah managed to fix this for us very quickly and we are now looking forward to receiving our new bonsai tomorrow.

One other point i should mention is that we only purchased our 1st ever bonsai earlier this year and even the after sales service with tips on how to care for our bonsai has also been outstanding.

Thank you so much for all your help and support!
Thomas and Donna