Trusted Agent profile · Swindon
★★★★★
1,765 reviews across 2 platforms
Heelis, Kemble Drive, Swindon, SN2 2NA
The National Trust's office in Swindon, at Heelis, is rated 2.3 out of 5 across 1,765 reviews on two platforms, including 410 Google reviews rated 4.2.
Tell us what you need and we'll put you in touch. The National Trust hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Swindon.
Every review we hold for the Swindon office, from every platform, shown as written. First names only.
1/5
TrustpilotAwful Customer Service
Awful Customer Service, I have now been trying to contact National Trust for over a month, you cannot get through the first time I sat for 30 minutes then they cut me off I have tried every day now and still cannot get through - how do they expect people to join when you cannot speak to them? I know you can join online but I need to talk to them - Think I will give up
1/5
TrustpilotHave been a member for years but…
Have been a member for years but seriously beginning to wonder about remainingThey totally overreacted during COVID with stupid restrictions even when everywhere else was back to normal.Yet have visited several properties recently with dirty toilet facilities and inadequate hand washing facilities.Could you please note that handwashing is THE most important way to prevent spread of infection.Also cafes all totally overpriced and some using paper cups!!!Cottages very expensive and only being able to book a minimum stay of three nights is just ridiculous.Most people are wanting a two night stay a weekend.The National Trust seriously needs new management.It needs a complete overhaul.Would not recommend
5/5
TrustpilotConserving natural heritage
Thank goodness for the Charity Commission’s confirmation that charities are entitled to ‘campaign with vigour and energy’ where it relates to their objectives. And thank goodness for the National Trust’s abiding and continuing commitment to environmental conservation: Improving habitats, soils and water to a good condition for nature on NT estates - working with others to conserve and renew the nation’s most important landscapes - developing and sharing new economic models for land use that support nature - championing the importance of nature in our lives today.
5/5
TrustpilotAlways had fantastic visits at…
Always had fantastic visits at whichever place we go to. The lake District is full of beautiful places and the national trust do an outstanding job at making these enjoyable for all. Informative tours and great guides make excellent one off experiences memorable.
1/5
TrustpilotJoining online
Decided to join online today.1. Monthy direct debits unavailable due to an "IT Upgrade". Annual direct debit or debit card/credit card only.2. Membership pack and card will take up to three weeks to post out (and the rest - the Royal Mail are striking on and off as of yesterday).3. The temporary membership card emailed is a PDF template that has to be printed out on a monochrome printer and then the page folded such that it fits in the car park machines. I don't possess a printer - never needed one for several years.This archaic process is nearly as ancient as some of the castles and grand houses they look after. Why can't the membership card be part of the otherwise useless National Trust iPhone app? Even our Victorian British Railways have a railcard app these days.
1/5
TrustpilotIf you want to cancel membership you need to pay for whole year, be aware of that
I haven't used National Trust for ages. Maybe I'm using twice per year the most. I have decided to cancel my membership. Guess what I need to pay balance for the whole year. I'm feeling like I've been robbed by charity. I have been member for 5 years, hence they took quite a lot of money from me and my husband. Good luck National Trust this was the last time you took money from me.
2/5
TrustpilotReluctant to join
Reluctant to join, as the national trust has policy at moment to treat me as a second class citizen, as im not a global majority person.
Hi Don, thanks for taking the time to leave a review. The walking project mentioned in the media coverage that mentions the ‘global majority’ is co-ordinated by the National Trust and supported by Sport England, The Ramblers, the Youth Hostel Association and Ordinance Survey among others. The project involves a number of different groups who find there are barriers to getting out in nature and the countryside. As an organisation we wouldn't normally use the phrase ‘people from the global majority’ but in this instance it was felt by the groups to be the best phrase to represent them. As a charity for everyone, we want to foster an inclusive, accessible and welcoming environment for all. I hope this doesn’t put you off joining us as a member in the future.Thanks again for leaving a review.Best wishesNational Trust
1/5
TrustpilotSTONEHENGE
I ALL WAYS THOUGHT THE NATIONAL TRUST WAS THERE TO PRESERVE AND CARE. SURELY STONEHENGE IS ONE OF THOSE NATIONAL TREASURES AND THE SURROUNDING AREA THAT THE NATIONAL TRUST SHOULD CARE FOR, SUPPORT AND PRESERVE FOR NOW AND FUTURE GENERATIONS. YOU ARE THINKING OF SUPPORTING A ROAD AND TUNNEL THAT WOULD COMPLETELY RUIN THE SITE OF SOMETHING ICONIC AND WHICH AS NO DOUBT MORE TREASURES AND HISTORY TO REVEAL NOW AND FOR FUTURE GENERATIONS.PLEASE KEEP THIS AREA SAFE AND NOT DESTROYED BECAUSE THIS IS NOT WHAT WE WANT. IN A FEW GENERATIONS PEOPLE WILL SAY WHO WHERE THE FOOLISH PEOPLE WHO LET THIS HAPPEN. A ROAD AND A TUNNEL THAT SERVES NO PURPOSE ESPECIALLY WHEN CARS WILL GET FEWER AND FEWER DUE TO THE ENVIROMENTAL COSTS AND IMPACT.
1/5
TrustpilotDon't work for the National Trust - you can't Trust them
Warning to anyone who wants to work for the National Trust as a volunteer or staff - only snowflakes need apply! I was fired as a staffer for not "showing enough Love to everyone and everything" - one of their Core Values! I was dropped in the mire and lied to by another staff member who I berated and asked them not to do it again!!! That apparently showed that I wasn't showing them any Love!!! You also cannot do anything without getting management approval first, even if it's for the benefit of visitors . . . I was chastised for picking up litter (part of my job description) because that was a job for the volunteer Rangers whose job it was to also pick up litter!!I complained when I told my Line Manager that I didn't appreciate being made to lie to visitors as I abhor lying. I was told to 'suck it up' as it was something the managers said they often had to do!!Not very loving!!!
1/5
TrustpilotFocus on core activities
Why on Earth the National Trust is preaching on the BBC against cracking is beyond me. These overpaid woke managers and trustees should focus on the core activities of the NT rather than to preach to the rest of us in an attempt to advance their own political views. They can afford to pay the rocketing bills, many of us can’t and are desperate for low cost environmentally friendly energy with fracking being recklessly politicised to the detriment of everyone. If I want to fund political opinions I will join an appropriate party and cancel my NT subscription.
1/5
TrustpilotPurchased a Harry Potter jigsaw from…
Purchased a Harry Potter jigsaw from the second hand book stall at Lyme. It was a 1000 piece puzzle but turned out it only had 696 pieces in the box! Contacted the property to complain and they couldn't have cared less, just said 'we are too busy to check goods donated for the book stall, collect your £3 from the shop next time you're here'. I replied to say that we live 2 hours away from Lyme and are unlikely to return soon, plus they shouldn't offer second hand goods for sale if they are unable to check that they are in acceptable condition, and got absolutely no response at all.
1/5
TrustpilotThe National Trust is actually a…
The National Trust is actually a national scandal. Who is the CEO?... The charging is mental three coffees and a sandwich 16 pounds and 4 quid to park for a walk around a large hole a very pretty large hole... But seriously... This is a joke.
4/5
TrustpilotScotney Castle Lamberhurst Kent
I visited their property at Scotney Castle in Lamberhurst Kent yesterday and I really enjoyed the experience and the friendly nature of the staff. As is normal the food hall is very slow so queueing is to be expected but you are allowed to do your own tour of the house, Castle and grounds. Do expect to do a lot of walking though.My only issue is that the sat nav instructions on the website are useless. Do not put in the post code stated but instead type in Scotney Castle Lamberhurst. We followed the post code route and it added an hour to the journey and when we finally found the Castle it told us to do a U turn and go another 8 miles.But once you are there enjoy a relaxing time doing your own thing.
1/5
TrustpilotHello, is there anybody there?
I ordered some items from the shop worth over £50, and despite being well packaged, a jar of jam was damaged and had leaked. I contacted them on 26/9/22 using the customer care email address noted on the invoice and provided photographic evidence. I heard absolutely nothing, so I contacted them again on 10/10/22 and again, I have heard absolutely nothing. This is really poor service and as a result, I cannot recommend and won't use National Trust again.
1/5
TrustpilotHello, is there anybody there?
I ordered some items from the shop worth over £50, and despite being well packaged, a jar of jam was damaged and had leaked. I contacted them on 26/9/22 using the customer care email address noted on the invoice and provided photographic evidence. I heard absolutely nothing, so I contacted them again on 10/10/22 and again, I have heard absolutely nothing. This is really poor service and as a result, I cannot recommend and won't use National Trust again.
1/5
TrustpilotWoke going broke
Since when has the country side been dominated by "white people " and according to the nutty trust ethnic groups are banned!!! Why do they despise the UK so much????
Hi Pete, thanks for your review after some recent media coverage mentioning the National Trust.We are members of the Wildlife and Countryside Link, and a number of other umbrella organisations. However, being a member of such a group doesn’t mean we’ll be involved in every area of their work. Members of bodies or networks like these will hold a wide range of views, informed by their own area of work, experience or expertise. Whilst our name is featured in recent media articles, we weren't involved in this particular call for evidence and didn’t sign off its language. Therefore, we aren't best placed to comment.Thanks again for taking the time to leave a review.
2/5
TrustpilotNT at Runnymede
We parked at the NT at Runnymede planning to walk along the river to find the path closed for maintenance, so we had to walk along the road breathing in vehicle pollution and it totally spoilt the day. Surely they could close the path for maintenance out of school holiday time/summer when it's most likely to be busy. We ended up having tea in the cafe which was very uninspiring. I think NT could have put some interesting pictures on the wallsl.
1/5
TrustpilotPoor customer service
I hate to leave a bad review for a national trust location, and I really appreciate everything they do for their locations. However, today I found one of their staff members incredibly rude and inflexible, it left a really sour taste after such a great day.We arrived at the ice cream van ran by national trust at the Aira Force car park after finishing the walk to see the waterfalls. Our 3 year old and 4 year old put in a great effort, but to help get them around we bribed them by telling them we would get them ice cream when finishing.Upon arriving at the ice cream van my wife and my sister in law went to get ice cream from the van. They were told after a minute of standing there in the queue that the van was closed, and that the customer in front of them was her last customer. My wife mentioned that her tone was very cold and smug. Please note, there was no sign saying the van was closed. My sister in law also told me it wasn’t even 4:30pm at that point, but in all honesty I didn’t check my clock. Either way it was very borderline.I decided to go down and ask myself. I also stood there a while before being told by the lady they were closed, and again I found her tone very cold and unempathetic, almost gleeful that she had the power to turn people away. I explained my two toddlers were very upset and I asked why we were being turned away, and I got the very arbitrary answer: “it’s just the rules”, showing very little understanding for the pain she caused. I pointed out that the area behind us was very quiet, that she wouldn’t have to worry about customers after us, that we were in fact her last customers of the day. I told her I would wait in the queue till she finished her with her other customers.Despite her taking a very long time to get through her last customers, and making sure to chit chat with them as loud as possible so I would know she was intentionally delaying, I waited to the end. And even though there were no signs up saying she was closed no other customers came after me. I asked for two ice creams and she again said ‘no’. My three year old said ‘please’ and again, ‘no’. We then left very disappointed, and felt like we had just been arbitrarily mistreated. All we wanted to do was contribute to national trust by buying ice cream from them.Of course there are plenty of reasons to close on the dot, Sunday trading laws for example, it was a bank holiday but she did not say that was the reason. The sign could have been up to say they were closed, but we didn’t see it, and she didn’t point one out. And of course, I totally understand she has to avoid an endless amount of customers when closing, but it was quiet, there was no one after me when I waited, and we felt we were very borderline.A friendly tone, and some empathy would have avoided this review from us and the frustration we felt. A smile goes a long way, the ice cream was truly optional.And to point out, we are national trust members. We didn’t simply use the car park and leave a negative review, we regularly visit and support national trust.
1/5
TrustpilotSo, so rude, inconsiderate and disrespectful.
Took money for an annual membership out of my account without warning and still haven’t received any correspondence or receipt regarding it. I never intended to continue the membership and have spent 2 months trying to get a refund to no avail. No one replies to emails and no one answers the phone. So, so rude, inconsiderate and disrespectful. The experience has completely changed my opinion of what I once thought was a great institution.
1/5
TrustpilotBought as a gift for the third year…
Bought as a gift for the third year running so disappointed turned up as a letter with 2 cards attached no gift box as previous years looks awful. Next year different gift.
Hi Terry Thanks for your review. The gift pack is only sent with a new membership. Perhaps this year you renewed the membership rather than started another new one? We send a new handbook in January/February each year along with our Spring magazine. Therefore, there's no need to send a full welcome pack each year. I can't account for why you'd have received a new pack last year unless you started a new membership for the recipients of the gift? We asked for more information from you so we can check the membership record but unfortunately didn't hear back. I hope the recipients enjoy their membership and visiting the special places we care for. It's such a lovely gesture to give membership as a gift. Thanks for your support. National Trust
1/5
TrustpilotStinks of corruption!
Stinks of corruption! Monopolizing nature! Since a little boy I have been walking the hills, surfing & loving nature and to see the national trust attempt to profit and monopolize British nature it makes me angry! this is our land, not theirs! Car parks now seem to be a hot spot for parking inspectors and third-party agencies to make money, it's becoming impossible to park in nature without the national trust trying to profit from you. This is no longer a charity at all. They are opening bars next to other local pubs and making it harder for other legitimate businesses close to them! My advice to the national trust is stop trying to privatise out public land or at some point, I think you will probably feel the backlash of the nature-loving british public. This stinks of corruption.
1/5
TrustpilotN.T do not give a DD senior discount automatically
I had my annual N.T. direct debit renewal through for myself and my partner. We were to be charged the full price, in spite of the fact that we have been eligible for the senior discount for years. (something I have just found out about as the N.T. did not tell me.) As I paid by D.D. I assume they were happy to keep overcharging. My golf club gave me the reduced subscription rate as soon as I was eligible. The N.T. have all the info. required to determine when I became eligible, but kept on taking the full price. If you pay by D.D. check whether or not you are eligible for a senior subscription, the N.T. will not tell you! As for the food they serve in their cafes, it's terrible, commercial, overpriced rubbish.
1/5
TrustpilotBELTON HOUSE
After four weeks of us both being ill we decided a day out at Belton House would help us heal. Picnic packed we duly arrived along with several others to be told by a security guard that the house and grounds were closed and to turn around. No explanation or apology was offered. The scene was chaotic with vehicles in front and behind trying to leave. We have been members of NT for over 50 years and are shocked by the lack of customer care. We receive regular emails from the trust but in this case nothing. In these difficult times of soaring everything the amount of petrol wasted by members just turning up on guess what "trust" will be phenomenal. Show your members some respect National Trust and keep us informed. Seriously considering cancelling our membership.
1/5
TrustpilotWas considering membership, not any more
Find their staff VERY pushy with sales, trying to get you to join. Went to Hardwick Hall and found their staff very snooty and over officious. Put me off ever joining and becoming a member.
Hi Christmas Pudding. Thank you for your review. We'd love for visitors to become members and I'm sorry if the team were a bit too enthusiastic when talking with you about membership. I hope we're able to welcome you to another of the beautiful places in our care soon.
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.
Tell us what you need and we'll put you in touch. The National Trust hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Swindon.
