The National Trust Swindon reviews

★★★★★ 1/5

Trustpilot

Annual membership not worth the money

Annual membership not worth the money. National trust staff are disorganised, arrogant, rude and condescending. And everything at any NT place is way way overpriced for what it is. Cancelling membership.

PKLES · 25 May 2024

★★★★★ 1/5

Trustpilot

Bloody useless organisation.

Bought a membership at one of NT sites, I have now spent the past 4 days calling, not getting through to them, so cant use the damned membership at all. I have spent over an hour and a half in the past 4 days listening to their musak. Going on holiday, no card to access any NT sites, spent over £130. What a complete waste of money.I emailed, only to get an auto reply that states it could be up to 2 weeks before they even get back to me.Tired their Head Office number from the Website. Told by automated reply that due to hotdesking etc. etc.etc. this number is no longer in use.An unprincipled load of Charity Muggers, aka ch'uggersWhat a shower!!! Never again NT.Upate... now 6 das, have emailed Cheif exec, not even the courtesy of a reply saying sorry. Still battling with the phone line to activate card. Now the auto reply says upto an hour wait for answer to call.... I haven't got time for this clown of an organisation. They spend Supporters money on a flash HQ and £199 000 for the chiefs wages and cant even answer a call or run a website that I can just go on to and acctivate my membership. Shocking in all respects. They Don't give a toss.

Jane · 14 April 2023

★★★★★ 1/5

Trustpilot

Website issues

I've been a member in the past and thought it would be nice to renew my membership and maybe give a couple of gift memberships to some family members. Unfortunately my login details weren't accepted and so I tried to create a new account. Entered all info correctly, but computer, he say no!! Phoned and spoke to a delightful gentleman who tried his best to help but English wasn't his first language and it took long and patient explanations to even get him to take my email address so that one of the "support team " could get back to me. I've received an automated email giving me a case number and an estimated response time of two to three weeks!! Please guys, get it together or you'll lose customers over this!!

Steve · 12 April 2023

★★★★★ 1/5

Trustpilot

Terrible Customer Service

I have tried over the past few months to cancel my membership with the National Trust which was set to renew on April 4th. The phone lines are not open at convenient hours and have appalling wait times to get through to someone (over an hour). I've emailed two customer service departments trying to get this sorted out and only received an automated message with a case number attached. The renew date has been and gone - The National Trust has taken payment for 3 memberships that we don't want at £252! Awful customer service.

ML · 12 April 2023

★★★★★ 5/5

Trustpilot

Visted Stoneywell on the 31.3.23

Visted Stoneywell on the 31.3.23. It was an excellent visit mainly due to the professionalism and knowledge of the property shown by the staff. The only gripe was the cafe. Despite the very kind and attentive staff it has limited produce on sale and you can clearly see that the National Trust HQ does not support them in this venture. It would have beeb very nice if they supplied 'homemade' produce instead of the highly manufactured bland produce that they had on sale. However this property overall is highly recommended for a visit anytime of year.

Wendy · 12 April 2023

★★★★★ 1/5

Trustpilot

National Trust website chaos!!!

Can someone please explain what is wrong with the National Trust website. I can't sign in and check my membership status as no new cards have arrived or parking label. I have received a new book but what use is that if we can't visit anywhere! I try to sign in and 'renew membership' but its saying there is no membership to be renewed?? I tried to call via the so called customer service and they tell me that the system is down and has been for nearly two weeks now. What on earth is going on???

Hayley · 10 April 2023

★★★★★ 1/5

Trustpilot

We are members of national trust and…

We are members of national trust and today went to Nunnington Hall. After viewing the house and gardens which were really good and informative we went to the cafe on site and after being seated for 15 minutes we ordered two teas and a sandwich and toasty. We waited and waited and waited and had drank all our tea and was still waiting and we’re noticing people coming in after us being served and eating their food and then leaving. So we asked about our food and they said they had burnt the toastie - I don’t think it takes 1 hour to make a sandwich and a toastie. We left totally disgusted with lack of service and went to a local restaurant for food. First time we have had this experience at a NT.

John · 8 April 2023

★★★★★ 1/5

Trustpilot

Today 7th April

Today 7th April. My wife and myself went to Chartwell house. We are members of the National Trust. The gate was shut. I asked the lady at the gate what is the proces for letting cars in. Because the car park was full. The lady was extremely rude. She said I can't have this conversation with you. And walked away. Very rude. I was so surprised I got this from a member of the staff at Chartwell. I pay good money to support you. The lady had black hair and a foreign accent. Then another lady arrived and opened the gates. This needs to be addressed. She should not be working for you.

Rob · 8 April 2023

★★★★★ 4/5

Trustpilot

National trust having problems with emails and post going astray

I've just rang them and managed to get through to resolve the problem, so all good.I'd not received my son's membership. This is unusual, as we always get it just as the payment goes out I January, so I hadn't realised until February.I thought I'd had no response to my emails, but then I found they'd all gone to the spam folder. They had sent me a link for a temporary pass and said a new one would arrive. Unfortunately the link didn't work and the new one never arrived.I rang earlier this week, but their system was down and they couldn't help me. Apparently lots of members emails are going to spam and letters are going astray.That left us with no card to visit places at Easter unless we pay again 🙄. Thankfully just got through and resolved it. Was quite a lot of messing about though sadly

OFinn · 7 April 2023

★★★★★ 1/5

Trustpilot

Appalling customer service

I have been a member of the national trust for over 20 years we have been paying for 2 family memberships and have purchased a number of gift memberships, all through direct debit. They normally write to ask if I would like to renew, I have received absolutely no communication from them and they have just used one direct debit route to renew some of my memberships without permission. I cannot get in touch via the telephone and I have emailed, the first response was useless and I have gone back to them, I've heard nothing. My memberships have now been cancelled and I will no longer be visiting their properties.

Lucy · 7 April 2023

★★★★★ 5/5

Trustpilot

Great allergy awareness

We went to Belton House today and took part in the Easter trail, which was a lot of fun for the children. The staff are lovely and so friendly. Also really want to thankyou so much for offering Free from/ Vegan Easter eggs as the prize, it means so much to those children with allergies to be able to take part in a normal activity others may take for granted. The staff of the cafe are fully allergy trained and it shows

Dani · 5 April 2023

★★★★★ 1/5

Trustpilot

Terrible Customer Service - Chaotic Oganisation

I have sent 2 emails in March to cancel my membership. Neither of them have been acknowledged! Today I have received my new membership so I phoned them up and they inform me they cant do anything because they have a new system that is down and hasn't been working since February!!!!! Can you believe that? It's funny how they can send me a renewal but not cancel a membership. I felt sorry for the lady on the phone working for such a chaotic organisation.The only thing left for me to do is to cancel my direct debit as they are ignoring my emails and can't help me over the phone. As someone previously has said they should spend more time looking after the customers they have rather than spending money and time on Woke issues. As far as I am concerned you should not change history but learn from it!!!!

BETTY · 5 April 2023

★★★★★ 1/5

Trustpilot

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.

Fairyliz · 29 March 2023

★★★★★ 5/5

Trustpilot

Great visit to Quebec House in…

Great visit to Quebec House in Westerham today. Anna Walters welcomed us with friendliness and humour, she set the scene for our visit. All the ladies in the rooms were so knowledgeable and only wanted to help us understand what we were looking at.

Anthony · 23 July 2023

★★★★★ 1/5

Trustpilot

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.

Mrs · 27 March 2023

★★★★★ 3/5

Google

There is not a huge amount to see here if you don't book up for a tour (sadly we couldn't get on). There is a cafe with out and in door seating, toilets and a small information area. If you collect the National Trust passport stamps don't forget to get yours stamped from reception.

Pink · 19 June 2018

★★★★★ 1/5

Trustpilot

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?

Jill · 25 March 2023

★★★★★ 1/5

Trustpilot

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.

Jean · 20 March 2023

★★★★★ 1/5

Trustpilot

Really awful customer service

Really awful customer service; bought membership for my husband and I two years ago, for his birthday. We moved just before Christmas so I emailed customer services to change the address. It’s now march and still hasn’t been done! I have tried to contact them through a number of avenues and I’ve only had one reply to say they can’t find my emails and asking me for information, which I replied with within the hour but still waiting. Will be cancelling my membership. Really awful customer services.

Zoe · 18 March 2023

★★★★★ 1/5

Trustpilot

Non inclusion and woke plus…

Non inclusion and woke plus cancellation is so bad Won’t be renewing , you have changed from when I was with you before The only comfort is I will leave never to return I don’t do woke . ..

Mr · 17 November 2023

★★★★★ 1/5

Trustpilot

I am sad to read so many negative…

I am sad to read so many negative reviews as I have had years of good experience with the National Trust however am having the same experience now and cannot even change my address which has resulted in us receiving no new membership cards. I contacted them via e-mail in January and still no resolution in March. Cannot get through via telephone as apparently they are busy talking to other customers and I give up after 15 minutes! Will have to cancel my direct debit too. :-(

Emma · 13 March 2023

★★★★★ 1/5

Trustpilot

Same as others terrible service

Same as others terrible service, Tried to renew a joint senior card since January. Usually when you ring up they say you are 49th in queue ! or they are not answering the phone and concentrating on e mails. If they do answer the phone they say they need to refer it and someone will ring back of course nobody rings back.I did send a couple of e mails 5 weeks ago no reply.Somebody should be resigning over this. This is the worst I have known in any organisation

Mike · 7 March 2023

★★★★★ 1/5

Trustpilot

Disgusting service

As with the other recent reviews, they have repeatedly taken payments from me despite asking several times to cancel via email all of which have been ignored. This has severely impacted my opinion of the National Trust, have had to cancel my direct debit and have no interest in visiting any of their locations now as ignoring people who are supporting them (despite me having no good locations near to me also!!!) is truly disgusting. Do NOT give them your bank details.

KERA · 6 March 2023

★★★★★ 1/5

Trustpilot

Memberships have now been cancelled it…

Memberships have now been cancelled it isn't what it used to be the change of food choices the final straw

Scoot · 3 November 2024