"Hurrah for the staff at Hardy’s Cottage"

Excellent volunteer guide (David?) who was clear, very knowledgeable and helpful. Checked our level of experience and gave us a lot of contextual information which brought the place to life.
Well-organised, manageable group in small rooms.
All the staff were helpful and friendly.
It is a lovely house but the volunteer staff really made the day for us.

"Took my disabled child to an event in…"

Took my disabled child to an event in December and had a terrible experience. Tried to sort it out on the day but manager was busy and the staff whilst polite were ineffective.
Have emailed 15 times and just get a message saying they are looking into it.
Messaged on Twitter and apparently they are having problems and will get back to customers in a few weeks.
Perhaps the NT should keep out of politics and righting the wrongs of the past, and concentrate on running the properties they are supposed to be looking after.

"LOSS OF A VALUABLE MARKET"

Our attempt to buy lifetime membership for our grandson fried my brain and got me nowhere. We have lifetime membership, we bought the same for our two grown sons so obviously wanted to buy for our grandson. We trekked out to Montacute to do it on the spot but the young assistant said "do it on-line" because she thought the Ts&Cs were going to change disallowing an accompanying guest. Our grandson being a year old cannot take himself anywhere, and won't for years. Anyway, half an hour of hanging on and my first question - can I do lifetime for a young child - sent the operative off for 10 more minutes to read up her manual. Answer seemed to be yes. Second question and does the accompanying guest still apply - off she went again, returning finally and relieving my poor tired brain of the awful music, to say No that policy no longer applies. Result - National Trust have considerably increased the cost whilst halving the benefit and totally failing to understand the impact this will have on selling lifetime memberships to grandparents. Maybe lessons needed in marketing.

"Absolutely appalling customer service"

Absolutely appalling customer service. Once you have joined it's impossible to contact them. I was promised replacement cards in February, but have never received them. Despite trying to contact them by phone (they are always busy with other customers, so inordinate wait times), and emailing (holding response only), I can't get hold of anyone! We have been members for a few years, but now want to cancel due to the non-existent customer service and the fact that at almost all properties dogs are not allowed in the formal gardens. Come on Natinal Trust, surely if Chatsworth House and other non-NT properties allow dogs on leads in all outside areas, why can't you? You are not dog friendly as you state, why should I pay a membership fee, which covers all areas when I can't use them if I have a dog?

"National Trust not to be trusted"

National Trust cannot be trusted. Absolute rogues and liars. They overcharge on direct debits, it's impossible to contact them on the phone. The people who respond to the emails do not have a clue.
They are run by the woke now, customer service is no longer something they care about.

"Terrible Customer Experience"

We cancelled our membership and they’ve still taken it from our account and now we cannot get through to anyone to sort it out!

No answer via phone (100 mins on hold and counting) and still no reply 10 days after sending an email.

"Morden Hall Garden Centre cafe"

Morden Hall Garden Centre cafe. Food and service very bad. Couple of years ago meant to complain then but didn't. Nothing has changed. Wont visit cafe again but garden centre is excellent.

"Direct debit - don't trust it"

My husband and I have a joint membership, paying by direct debit. I rang to change it to just me and was told to throw away my husband's card and the payment would be reduced, which I did. The full amount was taken out, and we went overdrawn as a result. I have rung and emailed a number of times but nothing has happened. The people on the phone are sympathetic but say they can't do anything. My email has had no response. I now want a full refund and to leave the NT.

"Been to 3 venues in the last few weeks"

Been to 3 venues in the last few weeks, dogs not allowed in the main attractions outside.
So Family membership will be cancelled next year. Automatic renewal now cancelled. We will take our money elsewhere. Not expecting a reply to this review.

"Had no sausage rolls and had to wait a…"

Had no sausage rolls and had to wait a long time