Every review we hold for the Swindon office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotNo Membership Cards - Poor Customer Service
We have been members for several years, and renewed at the start of April 23, however still no membership cards! But NT have quite happily been taking the membership fee since we renewed.Having sent multiple emails, with no response and calling on numerous occasions only to sit on hold with the extremely irritating voice message (directing you to the website) constantly being played at you.It appears that The National Trust is quite happy to take the membership money, but doesn't care less about it's members or poor customer service it is providing.
Member · 27 June 2023
★★★★★ 3/5
TrustpilotLovely grounds/houses APPAULING customer service
Lovely grounds/houses but APPALLING customer service. They didn't answer my mum's email (sent 5 months ago nor the Chase-email sent 3motnhs ago) and REFUSED to talk to me on the phone (my mum is partially deaf so cannot comfortably/easily talk to them on the phone) even after I explained why, and had all my mums details to hand they wouldn't help. They just said my mum would have to send another email or go to a centre to solve the very simple issue of not receiving magazines/guidebooks. If you're ringing on behalf of someone else, LIE and say you are them, because otherwise, they will not help because of "GDPR" (even though you could lie and they would give you all the information you could desire! not safe, just penalises honest people!) Such a shame the customer service is so bad because otherwise I'd give them more stars, ( I only gave 3 because the sites are nice) as it is, ill likely just not renew at the end of this year. I also waited for almost 3 months for a refund (that they agreed to) and had to chase them to get it sent to me. (They did eventually solve this for which I'm grateful, just a shame it was so difficult) Don't bother emailing, they just ignore you, and good luck over the phone!!!
Tasmin · 19 June 2023
★★★★★ 1/5
TrustpilotAppalling customer service
Appalling customer service. The customer service person despite being told what the issue was had little understanding of what I clearly told him. We were kept on the line for an age whilst he tried to figure out what I had told him. Tried to pay membership, having cancelled our direct debit and been told by email we missed the cut off deadline and have to pay for next year. Okay our bad. Yet-despite so long on the phone with him trying to figure out what I had plainly told him. It appears that they cant take payment over the phone-because their systems have not updated with the information of our cancelled direct debit. This is crazy we cancelled a week ago. So will have to ring again on the 15th to pay for a membership we do not want. I’m sure be put on hold for another 30 mins if not more again. Not good enough-NEVER AGAIN. They deserve every bad review on here. Unbelievable.
SomersetMich · 12 June 2023
★★★★★ 1/5
TrustpilotDo not join rip off book on to visit…
Do not join rip off book on to visit places 2 days before get cancelled lost out on train tickets pre paid for . Most places closed rude customer service would never pay for another year again!!! Don’t waste your money
Hayley · 8 December 2023
Agent replied · 19 June 2024
Hi Hayley Thanks for your review and for providing further details. I'm sorry to hear of your disappointment. I'm going to respond to you separately so please look out for an email shortly. Thanks for your support. National Trust
★★★★★ 1/5
TrustpilotCompany can improve by not ignoring its…
Company can improve by not ignoring its roots and taking notice of its white middle class patrons your latest debacle a non Christian calender shame on you another company that can always shine when it comes to its woke left wing views
Paul · 14 November 2023
Agent replied · 19 June 2024
Hi Paul,Thanks for taking the time to review us. We've responded to similar reviews the past few days and I'm responding to yours in the same way for consistency.Hopefully, I can clear up a slight misunderstanding from recent media articles. This matter was also raised at our AGM.The Inclusion and Wellbeing Calendar is an internal resource, used to keep staff and volunteers up to date about awareness months and minority religious and cultural celebrations they might not otherwise be familiar with. For this reason, Christmas and Easter, which are national holidays, are not included on the calendar. We know that most of our staff and volunteers have a good awareness and understanding of these festivals already.Christian holidays will continue to be marked on the physical calendars sold in our shops and online. We won't be creating a physical calendar which excludes Christian holidays.I hope this clarifies things.Kind regardsSteveNational Trust
★★★★★ 1/5
TrustpilotDogs are NOT welcome at NT properties
Do not be fooled - the National Trust is not dog friendly and are not welcome at most National Trust properties. If you are members you are basically paying to park the car and walk around the general estate which is usually free to the general public. I accept that visiting the Houses may not be practical but dogs are also banned from all formal gardens. There are plenty of properties that welcome dogs - cancel your membership and go elsewhere.
LEH · 9 June 2023
★★★★★ 3/5
Trustpilotcannot complain about any of the sites…
cannot complain about any of the sites ive visited so far I got a 12 month membership paid for but after visiting 4 sites but still trying to explain to each site i go to still waiting for my memberships cards to come through all i get when i do get through on the phone lines we are having IT issues come on NT you have told me on 2 occasions my cards are being reposted but i am still waiting, 8 weeks ago ive become a member all this bad publicity isn't doing you any good. im thinking the next time i hear anything will be on Watchdog , get your act together
Clive · 5 June 2023
★★★★★ 2/5
TrustpilotGwendra Dairy Cottage
We stayed in Gwendra Dairy Cottage, Gerrans Bay, Truro for one week in mid-May. The one bedroom stone cottage was so quaint and was in the most amazing location with stunning sea views. Facilities within the cottage were good BUT what let our stay down big time was the bed/mattress was just so uncomfortable as were the pillows. To say it felt like we were sleeping on a rock was no exaggeration whatsoever. After two nights of no sleep, I phoned The National Trust who arranged for the site caretaker to come over and see what she could do. Well, there was nothing really she could do to solve it, only put on another mattress topper which sadly did absolutely nothing. She changed the pillows but to be honest, there was no difference at all. We were so desperate to get a good night sleep we took ourselves into Truro where we found a Dunelm and went to personal expense of buying ourselves two new pillows. The mattress we could not do anything about other than to take the duvet out of its cover and sandwich it between the mattress and the toppers and found a light blanket in the cottage to cover ourselves with instead of the duvet. Reading other reviews, it would seem there are a high number of complaints about the rock hard mattresses. Being sleep deprived was no exaggeration, we couldn’t wait to get home to sleep in our own bed. Sorry I cannot recommend staying in a NT cottage if our mattress was anything to go by.
Warren.goillaugmail.com · 4 June 2023
★★★★★ 1/5
TrustpilotThier p beautiful places…
Thier properties are beautiful places to visit so are Thier gardens however Thier cafes are appalling extremely dishing up overpriced cakes and rolls and stone cold soup and quiches that taste peculiar this didn't just happen at one cafe at one property it happened at several different cafes and my friends and family have had exactly the same experience when I sent them an email on April 6th they still have not replied to my email avoid don't go in the cafes
Andrea · 2 June 2023
★★★★★ 1/5
TrustpilotAre NT short staffed?
Are NT short staffed? I joined early this year and opted for the £15 gift card. Took over a month for part membership to arrive - no gift card or handbook or email. Emailed on a couple of occasions as I realise that phoning them is a 'no no' as they don't answer. Eventually I did receive a reply and was told to respond to that email in future, was promised that I would receive my gift card and handbook within 14 days which was on the 5 May. Replied on the 25 and still to receive a reply so sent a quick reminder today. Why do people make promises and not keep to them? It seems that I am not the only one who is disgruntled and I hate incompetence.
Mrs · 1 June 2023
★★★★★ 1/5
TrustpilotST Michael's Mount (Not Dog Friendly)
It seems now that the national trust has taken ove management of the Mount you can no longer take dogs over as has allways been possible before. Total joke shame on you. So instead we walked out to the gate when the tide was out and then back nad the Trust got nothing and we saved £30. I then went back tomy fantastic hotel and spent the money there which welcomes dogs. Its does beg the question who is running the trust these days and who exactly is it serving either way shame on you!!!!!
Ben · 1 June 2023
★★★★★ 1/5
TrustpilotBeware Life Membership change
Beware the terms and conditions of Life Membership have changed without warning so you can no longer take a guest. This huge change in benefits occurred sometime in January when the IT system was updated. I was unable to buy Life Membership at all during the IT shut down. The website at the time I first tried to purchase still detailed a guest as a benefit of Life Membership. I have not had a satisfactory response by contacting the trust.
Penny · 31 May 2023
★★★★★ 1/5
TrustpilotLong waits for helpline to be answered
As I write this, I am waiting for the customer services phone to be answered. 21 minutes and counting. It's the second time I've tried this week, and judging by the comments here, I will be not be getting through any time soon. The call is charged at "local rates", so they must be raking it in!Update: I actually got through after 25 minutes this time. The member of staff was polite and friendly. I will now have to wait to see if the problem I raised has been resolved. Fingers crossed!
Fran · 26 May 2023
★★★★★ 2/5
TrustpilotNew membership renewal arrived but if…
New membership renewal arrived but if you want the senior citizen’s discount you have to ring and request it,not an issue if they answered the phone promptly but they don’t,seems acceptable to them for you to wait 7 minutes,
Mr · 10 January 2024
Agent replied · 19 June 2024
Dear Bill, thanks for your review. I'm sorry for the wait when you called. We try and answer all our calls promptly, so it's disappointing we didn't get to you as quickly as we'd like. I can see we've changed your Membership so you now benefit from our loyal Senior rate of membership - thank you for your longstanding support of the National Trust.Best wishesNational Trust.
★★★★★ 5/5
TrustpilotMoseley old hall
What made our visit today memorable was a guy called Mervin his knowledge on the house was amazing and dressed for the part too
David · 12 October 2024
Agent replied · 25 December 2024
Hi David, thanks for taking the time to leave such a positive review.It's great that you enjoyed your visit, and that Mervin made your visit even more enjoyable. All visits from our members and supporters help to look after the special places for everyone, for ever. I've shared your feedback with the team at Moseley Old Hall, who will be equally as pleased to hear your lovely comments. Thanks again for taking the time to leave a review - and for your support.Best wishesNational Trust
★★★★★ 1/5
TrustpilotVery poor Customer Service
I’m really disappointed with the National Trust as I cannot contact them. I’ve tried ringing many times, had to wait on hold for over an hour and still no one answers the phone. I’ve emailed them 3 times and still no one replies. We’ve been members for a number of years and now want to apply for senior membership. On the web page you cannot renew for senior membership , you have to ring their phone lines, and then … no one answers.What am I supposed to do?I am really questioning whether I want to be associated with such a poorly organised organisation.
Peter · 20 May 2023
★★★★★ 1/5
TrustpilotI paid my membership on 22nd January
I paid my membership on 22nd January. The money left my account 3 weeks later on 15th February. I emailed them about 4 weeks later as the membership card had not arrived. I was given a temporary membership number and told I could use it for 3 weeks when the full membership pack would arrive along with my full membership card. Sadly, I do not have a printer nor access to one so I still could not visit any sites. After several e-mails I was asked by a person called Joanne to only mail her which I have continued to do. Joanne sadly hasn't got the decency to reply nor even acknowledge my mails. I was told to print another temporary card off which would be valid for a further 3 weeks and also that a £15 gift card had been sent. That has never arrived and nor has my membership card/pack etc after nearly 4 months. I tried calling today and whilst on hold for ages I found these feedback pages. here's mine! Total rubbish customer services. You make Shell Energy and Virgin Media look professional and they are scraping the barrel.
Richard · 18 May 2023
★★★★★ 1/5
TrustpilotAnti Christian charity
I’ve supported the NT for years but no more. I notice you’re happy to monetise Christmas through sales of Christmas gifts yet refuse to have Christmas and Easter on your calendar (whilst happily supporting other faiths). Shame on you National Trust
Caroline · 15 November 2023
Agent replied · 19 June 2024
Hi Caroline You'll notice similar information to the below on other reviews on the same theme. Sorry to repeat the information. We're doing so for consistency. Hopefully, I can clear up a slight misunderstanding from recent misleading media articles. This matter was also raised at our AGM.The Inclusion and Wellbeing Calendar is an internal resource, used to keep staff and volunteers up to date about awareness months and minority religious and cultural celebrations they might not otherwise be familiar with. For this reason, Christmas and Easter, which are national holidays, are not included on the calendar. We know that most of our staff and volunteers have a good awareness and understanding of these festivals already.Christian holidays will continue to be marked on the physical calendars sold in our shops and online. We won't be creating a physical calendar which excludes Christian holidays. Both Christmas and Easter remain a central part of our annual celebrations - over 300,000 children took part in our Easter trails this year and our 2023 Christmas programme is set to be one of our best. I hope this clears things up and thank you for your support. National Trust
★★★★★ 1/5
TrustpilotThe number of Negative Reviews are warranted.
Having been a member of National Trust for several years, I needed to speak to a member of staff about renewing our membership, which we suspended whilst on a two month holiday. Over the past 10 days, I have telephoned their helpline - 0344 800 1895 - every day and have been put "on hold" for at least a total of 10 - 12 hours. Disgraceful customer service, I can see why there are so many negative reviews - they deserve each and every one.
Mrs · 10 May 2023
★★★★★ 1/5
TrustpilotMembership paid for but no membership card sent
Was given membership as a gift which was renewed at Christmas and our new address details given. New cards did not arrive so the buyer chased - took him over 30 mins to get through and a good 30mins 'sorting' with admin staff. One month later still no cards received. I phoned - took an hour to get through. Eventually I got to speak to them - they advised that Nat Trust were having IT system problems and that they were about to change their entire system. I complainrd that while they are sorting their problems they have had our money but we've already missed out on several months of paid for membership and seems ongoing. They advised that we could use our 2022 card and explain at the site visited and in the meantime they would email us temporary cards. Yet another month later and I'm still not in receipt of the emailed cards or a physical cards. Please National Trust advise your members of what is going on and send our cards!
Wendy · 5 May 2023
★★★★★ 1/5
TrustpilotCarding Mill Valley
Carding Mill Valley, Church Stretton.. I have just rejoined the NT after a few years absence and decided to go to Carding Mill Valley for a relaxing walk along the river. I was told on arrival that they were expecting a few school parties but they "Won't be a problem". At least 300 school children turned up. They were taking up the whole width of the paths, wielding 6ft long measuring sticks that were being twirled around, throwing stones and totally destroying the tranquility of the place. The teachers weren't much better, no control and bellowing at the top of their voices. Absolutely no chance to enjoy the surroundings so I left. I don't know if this is a daily occurrence during term time but the NT must get better control and organisation with this. £5.50 to park if not a member, I would have been furious if I had to pay for that awful experience.
Colin · 4 May 2023
★★★★★ 1/5
TrustpilotNational treasures ruined by greed
Greed has turned national treasures into theme parks. The parking charges are disgraceful, every person in a car is charged if they are not all members. Why is the Gift Aid option more expensive? It isn't when making donations to other charities. Staff are often rude and unhelpful.
Carolyn · 3 April 2021
★★★★★ 1/5
TrustpilotHow to put off visitors
Does the NT not know how off-putting their decision to replace cash/card payment for parking to pay by phone only for non-members? Of course we all understand phone payment benefits the car park operators but for an organisation depending on the goodwill of its visitors, can this change be justified? A couple of weeks back The Times carried an article criticising pay by phone and followed it up with a headline 'So you all hate parking apps too ...' after receiving countless supportive replies. Last weekend the Daily Mail carried a similar article relating to Frensham Little Pond, which I was due to visit on Sunday and cancelled when I found out about the payment policy. Although I was told categorically by the NT that pay by phone is the only option, the article helpfully tells people they can pay at the cafe. Too late! Won't be visiting again.
Mrs · 25 April 2023
★★★★★ 5/5
GoogleNational Trust administrative headquarters that happens to have a café next door to help support and promote the charity's aims - along with other organisations helps to preserve history that would otherwise be lost to private investors
Conveniently situated in the middle of Swindon Wiltshire
Convenient location for the train station and not as busy on the café side as other places but when I went it was good but sadly the cafe is now closed and is the administrative HQ for National trust
ANN · 16 April 2023
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
