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.
Every review we hold for the Swindon office, from every platform, shown as written. First names only.
1/5
TrustpilotDifficult to cancel membership.
Just went on the NT website to cancel membership..over their failure to address or acknowledge thrir politicisation and Woke behaviour...Difficult to see how this can be done, so I have sent them an email informing them that we are canceling the DD.
1/5
TrustpilotI have just been to the boathouse cafe…
I have just been to the boathouse cafe at Stackpole Quay, Pembrokeshire. The cafe did not have one items price displayed. This is totally illegal and quite a con when the queue is so large you are forced to buy after waiting so long. Stay away if you are not prepared to be ripped off. Bring your own unless you are one of the waitrose/Wimbledon army who only add to the problem by not saying anything.... oh its not the done thing!
4/5
TrustpilotGreat days out
I have been a member for 30+years. Find the membership good value as long as you use it. Free parking for members. In North West Wales even the fee can be no more expensive than other car parks for all day parking.Great days out for families. Work hard to engage children.They are making some improvements in offering facilities for dogs. I didn't use my membership for years when I worked full time as it felt unfair to leave my dog at home to visit properties in my precious time off. This could be improved more by perhaps providing shaded kennels and allowing dogs in more of the grounds. Properties like Bodnant had increased access although recently have cut the number of days when dogs are allowed in. Good access to water and pooh bins here.My old girl really enjoyed it here when she became less mobile with plenty to sniff to make her day not to mention lots of fuss from the lovely volunteers. Enthusiastic and helpful volunteers at all the sites I have visited. Recent visit to Ilam Country Park where volunteers went out of their way to help with walk information.Beautiful Gardens at Bodnant with interest all year round. Laburnum arch in May and Acers in Autumn a special featureTea rooms not quite the treat they used to be. Good picnic facilities.Great work to conserve wild places.
1/5
Trustpilotvisited 3 different national trust in…
visited 3 different national trust in the Midlands this weekend. I have not been for a while and I won't be going back in a hurry. Cafes are overpriced offering stale nasty food. one slice of cheap bread spread with cheap marge and a hint of cheese £2.50 sloppy service and filth knives and forks. yuk. I wonder if the food standards agency ever checks these places out? they need to get there act together and stop ripping people of.
2/5
TrustpilotBring your own lunch
A pleasant enough afternoon at the Wimpole Estate, until we went to the “Refectory Restaurant”. With the word restaurant in the title I was expecting at least a hot lunch. All that was available was sandwiches with a choice of 3 or 4 different fillings. We had 2 packs and regretted wasting our money. They were dry, tasteless and overpriced. It is totally misleading to call this a restaurant. It would be better to only serve refreshments and forget the food, if this is the best that can be done.
1/5
TrustpilotUnkind and entitled customer service
I called to cancel my mum's membership as she passed away a few days before it renewed. The woman i spoke to lacked compassion and came across as entitled. She would not refund the membership because they are a charity. My mother didn't donate £120 to them, she bought a membership which gave her certain benefits, which she is now not able to enjoy. The woman did offer to transfer the membership to me, and seemed to think she was doing me a huge favour in this, even though it is not something i will use.Charity without compasssion is not charity at all.
1/5
TrustpilotTry ringing them!! Laughable!!
Try ringing them - if you think getting through to the Tax Office is bad, try this shower!!! Terrible!! Answer the phone!!!!!!!!
3/5
TrustpilotCalke Abbey
Calke AbbeyI love visiting this local attraction but the queues for food make me give up the will to live. Chatting to the volunteers in the secondary cafe they agree and suggest that they be allowed to serve a "hot dish" - besides sausage rolls and coffee / cake. Equally couldn't the coffee and cake customers have a secondary check out in the main cafe. It is deadly boring standing for 25 minutes watching folk just order a coffee and cope with the horrendously organised check out process.Besides that it's great and I love the chile con carne.
1/5
TrustpilotVery poor customer service
I have been waiting for a response to an email initially sent on the 13th Feb. The lack of even an acknowledgement let alone a solution to the membership problem is at least poor and does nothing to enhance the relationship between the Trust and the membership on which it depends. The customer services management must be aware of the poor commentary on social media so why are the issues not being managed?
1/5
TrustpilotVery badly done National Trust!
At a time when money is tight and people need access to green spaces the National Trust has opted to charge PER PERSON for car parking at Dunham Massey making it £32 if you are not members. They say this includes admission to the house but most local people have either seen the house before or don’t want to see the house. It is the deer park and grounds which are the attraction for walks, back to nature and mental health. So what do you do? I am a member so I drove my car into the car park - having dropped off my husband and friends (non-members) at the gate and they walked in. Complete money grubbing nonsense. Many places are free to members or charge per car e.g. Aira Force £5 for 2 hours, Sizergh £4 for 2 hours and free to members.The NT website states on their website national trust states “Members can park for free where there are pay machines” Mind you their motto is “For Everyone, For Ever”- clearly not the case.Yet again people who are low income families are being penalised and excluded from important national heritage and the very children who need this sort of experience are being denied access whilst those children who are already privileged can access these places.I pay my National Trust subscription and can afford to make the monthly payments but I am a lucky pensioner with a works pension - but I will continue to drop my family and friends at the gates until this ridiculous decision is reversed. VERY BADLY DONE NATIONAL TRUST!
1/5
TrustpilotVisited Peckover House and Wimpole last…
Visited Peckover House and Wimpole last week, two of our favourite NT properties. Peckover House and cafe were shut and a good proportion of the flower bed was under weed suppressant, not a good look when they are all you can offer.Wimpole, what a disappointment after previous visits. The National Trust must have money to burn to construct a new concrete carpark towered over by two grotesque metal roofed sheds with an uphill climb to the sheds followed by a not insignificant walk to the house. A regular shuttle bus service will now be required to transport visitors over the newly created hill from the new car park to the grounds. And the gardens, oh dear, the mighty National Trust have a sign there saying they have only spent a few pounds on packets of flower seed which will look beautiful when they come. How about the NT selling us packets of seeds on site for us to scatter or hiring out hoes so we can do a little weeding as we walk around. Chris and Alex
4/5
TrustpilotStudland Bay Cottage - too expensive for us next year.
We have recently visited Studland in Dorset, staying in a wonderfully located NT cottage. The beaches were lovely and as members we parked free of charge on all NT car parks. Wildlife abundant, scenery so relaxing. We wanted to rebook for 2023, same week, same cottage - but NT in their wisdom had doubled the price! We cannot justify spending this amount of money on a weeks house rental - the property is definitely lovely and in such a beautiful spot, but a 100% rise in price is difficult to countenance. So four star experience this year, another location next year.
1/5
TrustpilotOver grazed, out dated and dog hostile
I really think the NT need to just state that they are at best dog tolerant but in reality very hostile to dogs. They need to say openly they don't want dogs on their lands. On a recent visit to the Lake District it was awful to see they are cramming sheep onto every patch of land they own - even areas that were once sheep free. They state that for conservation purposes those areas damaged by overgrazing with sheep they are now managing with...wait cattle. Great. There must be some considerable income generated from this heavy grazing. They need to stop acquiring land in the Lake District - they are so out of touch with the future of conservation and new ideas for land management and room for wildlife and that the area is frequented by many who bring their dogs. Dogs they don't want.
1/5
TrustpilotRude and patronising staff at Knole…
Rude and patronising staff at Knole GateboxI'm very disappointed with the rude treatment I received last Sunday afternoon as an NT Member when I came to Knole. I didn't feel well enough to drive and so my son and his heavily pregnant wife kindly offered to drive me in my car to the car park. Unfortunately, one of the staff would not allow us into the car park and rudely said I would have to drive, however I felt, and my son and his obviously pregnant wife would have to get out of the car and make the long walk to the house in the rain. We were greatly upset by his behaviour and in the end, by the time we got to the house, my daughter-in-law was so exhausted that she could only sit down in the café, at which point we abandoned our visit to the house, ruining our family day.I really feel that the staff should be trained to be considerate to their visitors, including a senior NT member and a heavily pregnant woman. The car park was less than half full and I fail to understand why the driver of my car could not park me there since it is provided for NT members' cars.We will not be renewing our NT memberships and my son and his wife have changed their minds about becoming members.I hope the staff will be trained to be more sympathetic in future so that no-one else will have to suffer this rude behaviour.
1/5
TrustpilotBad customer service or lack of
Hi There . I had a letter from the NT about my wife's membership . I told the lady that my wife had passed away in December to witch I got absolutely no empathy or condolence what so ever . Instead she carried on in her chippy cherrpy way . I sad I was going to renew as a single member . It stated £57for a senior . To which came the reply you have to be a member for 5years before you can get that . Not explained in the letter . Said it would be £79 . In Kent there are not that many places visiting more than a few times . So after my experience with the NT they can shove there membership where the sun don't shine as it's the last time they wil see me or my money . Totally disgusted !!!! PS I've seen some bad reviews 78% bad is bloody awful
2/5
TrustpilotWhat has happened to The National Trust?
What has happened to The National Trust in the last couple of years? we have been members since the 1990s and we are appalled at the decline in all the aspects of visiting a trust property in recent times. Many rooms are closed in the houses due to a lack of volunteers, why has this suddenly happened after many years of all rooms being available to visit? Also the standard of the menus in the restaurants and cafes we have visited has drastically declined with hardly any hot meals, overpriced Cornish pasties and a poor selection of pre-packed sandwiches and cakes together with tea served in plastic/paper cups. I feel The trust needs to address the decline in these standards of service to its loyal members before they begin to vote with their feet and leave.
3/5
TrustpilotN.T. - Hinton Ampner, Arlesford.
Visited Hinton Ampner, Arlesford this week and although the house was interesting and the gardens, lovely, we were extremely disappointed with the cafe. What a let down! It was extremely expensive by comparison and you didn’t even get proper cups & saucers for the price! Just cupboard cups!! Other N.T. Houses we have visited, you would normally get a tea pot with decent crockery but not Hinton Ampner. The scones were dry and cold! All in all, quite a let down for what would otherwise be a pleasant visit!
1/5
TrustpilotShocking difficult to get hold of…
Shocking difficult to get hold of someone on the phone, called today to talk about my membership and after 30 mins they eventually answered but the line there end was that bad they could n't even take my membership number, Lifes to short for hassle you have to go through to speak to someone to try and resolve issues, i gave up and just canceled the direct debit instead.
1/5
TrustpilotTredegar House, Newport - Appalling Customer Service
Went to Tredegar House, Newport on Friday with the grandchildren. I went into the Cafe and purchased ice cream and a coffee. I needed to use their toilets but found a sign saying that they were for men and women. I returned to the cafe and was overheard saying that I disagreed with sharing toilets with men. A member of staff overheard my comment and started challenging me as to why I didn’t like sharing toilets. I explained I have my own views but she wouldn’t let the matter drop.. end result she, quite loudly, labelled me as homophobic! Obviously she doesn’t have a clear understanding of the term she randomly threw at me. My daughter wrote to her manager to complain but was advised that she was right and that there was a notice on the toilet door stating that the mens toilet was out of use , hence men could use the womens. I didn’t see any such sign. In addition there are other accessible toilets on site so why did they feel the need to share the womens. I am disappointed that the National Trust representatives would condone such aggressive behaviour by a member of their staff. By the way, throughout my long working career, part of my role has usually included that of diversity champion. A role I have diligently undertaken.
1/5
TrustpilotUkrainian Refugees
Last month I contacted the NT suggesting, as a charity, it would be charitable to offer free entry to Ukrainian refugees visiting with members.I even said maybe just the gardens, as they may have a “healing” benefit.Despite receiving an email saying it had been passed on to the “specialist team” they are obviously so specialist that after almost two weeks and a follow up email they can’t make a decision.Mind you neither can the Home Office with their visa application process so why would I expect the NT to be any different.
1/5
TrustpilotWimpole Hall used to be a great place but now run down poor facilities poor staff attitudes…
Wimpole Hall used to be a great place to visit. Had something for all the children and the whole family. Now really run down and nothing for children . All investment in new parking areas but very little else. Pandemic remains an excuse for poor attitudes of paid staff and services. Over reliance on volunteers. I called to ask when the adventure playground would re-open as has been closed for 2 years. Many promises made at different intervals ie yes it will open this summer 2021, no it will open at Christmas, no it will open at Easter 2022 etc. Finally told today by obnoxious paid employee that thought the opinions and feedback of paying members of the public was just irrelevant. You really need to listen to this conversation circa 11:45 am 7 April 2022 with the customer unfriendly Claire Childerley!The Wimpole estate aren't prepared to fund this investment despite it being the most visited estate in the country and the worst really now.
1/5
TrustpilotI emailed to cancel my membership…
I emailed to cancel my membership 14/2/22 then again 19/2 and again today 22/2 plus I have also tried phoning but just kept on hold.No replies or communication from this organisation.I have got to the point of informing NT that my direct debit for the new membership year in march has been cancelled via my latest email.My reason for cancelling is in my email should the even bother reading them.Terrible customer service.
3/5
TrustpilotDog poo bin full, overflowing and bags left on the ground!
Went to Nymans today for the woodland walk, can't do anything else when you have a puppy!! I was absolutely disgusted to see a bin for poo bags full and overflowing to the ground!
Hi Jeanette. Thank you for your review.I'm sorry you found the dog waste bin to be overflowing at Nymans. I can appreciate this must have been unpleasant. Unfortunately the bin in question is a council owned bin and they had missed their collection. With a busy day the situation got worse and we were unable to clear the bin until late in the day. If you visit Nymans again, please know we have two further dog waste bins inside the car park if the council bin is too full. We monitor these often to keep them as clear as possible. I hope you have more enjoyable walks with your dog in the future. Some information on our dog friendly places can be found here: https://www.nationaltrust.org.uk/visit/dog-friendly. Thank you again for your feedback and your support.National Trust
1/5
TrustpilotCancel your membership.
Cancel your membership. My mother died last year, just after her membership had been renewed. Her bank advised them -I had tried to get in touch before she died -but they don't make it easy and there were more important things to focus on. It turns out that her bank advised them of her death -they cancelled her membership. However, they made not effort to get in touch with us -and they are keeping her money as it is a "donation" so not refund. I am recommending to everyone I know not to renew their membership.
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