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.
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Every review we hold for the Swindon office, from every platform, shown as written. First names only.
5/5
TrustpilotVery helpful customer service
Recently I just renewed my subscription for for Parents for the senior membership and the customer er service was friendly, helpful and supportive
Hi Dave. Thank you for letting us know about your positive experience. That's great to hear and we're very grateful for your support. Wishing your parents many enjoyable visits to the places we look after. Thank you again and all the best.
1/5
TrustpilotI am an atheist but no Christmas or…
I am an atheist but no Christmas or Easter on the calendar. Will not set foot in any NT run places again. Shame it used to be so nice visiting.
Hi John We've had several reviews saying something similar over the last day or so. I've used the same wording in my reply to you 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. Thanks for taking the time to review us and for your support. Kind regardsNational Trust
1/5
TrustpilotHadod y Fedw cottage stay.
Hadod y Fedw cottage stay.Arrived on a Saturday for a birthday holiday stay. The location was perfect. Remote and wonderfully quiet. Woke up Tuesday morning to no heat or light. The generator was not working. Rang the customer ‘services’ at 9 am and was told to leave the keys if we would be leaving in the next hour. No one arrived. Rang several time to speak to disinterested staff who told us they would ring us with an update. They could not contact the local team and could not tell us if it would be fixed that day. At 3.30 returned to the cottage to see the generator had been ‘fixed’ despite being told by a disinterested Ben that it had not been fixed. Half an hour later power went off again. We ended up being shunted to a cottage the exact opposite to the one we had booked - bang on (and I mean ON the A470, no log burner and VERY noisy). Reading visitor notes in the visitor book at Hafod Y Fedw and the cottage we were shunted to indicates this is not an isolated issue and there were several annoyed people. We ended up having to pack and decamp in the pitch black and pouring rain. As there was no power all emergency lighting was not functioning and the torches supplied were poorly maintained. This resulted in one of the party falling down the steep stairs and twisting their ankle. Happy Birthday! This cottage should not be let until the completely inadequate power supply is sorted. NT ask you to leave reviews on Feefo so that they can pretend they are concerned and will contact you. When they don’t you cannot leave a comment advising their response is a sham. Have been using NT cottages for many years, several times a year. No longer. Next holiday booked through another company. NT holidays have deteriorated since McGrady took over.
2/5
TrustpilotWimpole Hall (Herts) an NT estate ruined by new hideous car parks
Wimpole Hall (Herts) is an NT property. The car parks used until recently, allowed us to walk to the very attractive entrance. Sometimes very muddied, but everyone knew that and just enjoyed the walks and visit and, given the choice, would not have chosen the new horrible wasteland that now leads us, via mean buildings, to the admission.They have made a most hideous entrance, the sort of car parks you might expect at a theme park, the whole approach to the hall feels like a punishment, exacerbated by the most hideous buildings roofed with corrugated iron, totally out of character with the whole place, an exercise in mundanity, looking like a box ticking exercise to create a miserable approach to the estate. The NT may not be in brilliant hands, but it doesn't have to be this bad, there can be no overall instruction to produce planned ugliness. Maybe that's a futile hope.
3/5
TrustpilotBeen a member for the past few years…
Been a member for the past few years and always think it is good value. When we fo on holiday we always check for national trust places around for a free day out and have used the car parks a few times for free parking. Have been disappointed with the extreme Covid measures that still seem to be in place in some places and also the closure of some play areas over winter. Would still recommend, as is a cheap day put if you have a free weekend and some stunning places ro visit throughout the year. Wish we had a few more places local so we didn't keep going to the same ones.
2/5
TrustpilotBeware - check your 2024 handbook
Beware! 2024 NT handbook received today. However, book was incomplete and started at page 67! Reported to customer care team who agreed to send a replacement handbook.
Hi CampervanFan Thanks for letting us know about the issue. I'm sorry for the inconvenience and I've passed on your experience appropriately so we can see if this is a trend. It's great to hear our Supporter Services Centre did the right thing and sent a replacement handbook. Thanks for your support. National Trust
1/5
TrustpilotThe Trust has lost it’s way and it’s loyal members.
I have been a member for many years, I won’t be joining again after this year. I upgraded my membership to include my now retired, senior partner last April. I carried on paying my direct debit monthly but the trust failed (they say) to collect the money for the upgrade. They at no time notified me that this had failed. Come renewal and they took a full year, without notice, in breach of direct debit rules according to my bank. They now have a cancelled membership, an upset ex member and a direct debit they won’t be getting again. I won’t be rejoining and I was about to buy gift membership for my son, daughter in law and their newly adopted daughter. They will now be joining the Welsh trust along with us. I have been dissatisfied for some time with the Woke culture, closed shops, lack of cafe’s and Covid excuses for no staff. This ends my association with an organisation that has lost its way.
1/5
TrustpilotWaited patiently - awful experience
Waited patiently, for over 30 min, on the booking website, when the booking page finally opened l was unable to book, though slots were shown available. This is a terrible website, hosted by ‘Eventbrite’, and leaves such a poor opinion of the NT, who are still taking our money but offering nothing! Get it sorted NT!!
Hi Customer I'm really sorry to hear about this issue and thank you for providing the extra information you have. One of my colleagues will be in touch with you shortly to resolve this for you. Thanks for your support. National Trust
1/5
Trustpilotbeen trying for w weeks now to cancel…
been trying for w weeks now to cancel memberships I've emailed and rang but you dont get a answer about 10 times now and they keep emailing back asking for the same details I've already sent them to cancel .I've already cancelled my direct debit with my bank but they have still tried to take money out avoid getting a membership with then as its really hard to cancel
2/5
TrustpilotMrs Knotts Tea Room has fallen off a cliff
We used to look forward to a hike across the White Cliffs of Dover, stopping for tea and an excellent sausage roll at Mrs Knotts’ Tea Room, a 40s themed cafe at the South Foreland Lighthouse. Not any more. The cliff walk is still enchanting but the lighthouse tearoom is now overpriced and unwelcoming. Like many NT cafes, foodservice appears to have been franchised to a chain. Horribly overpriced, average to poor food. Shame.
1/5
TrustpilotEver tried two contact the National…
Ever tried to contact the National Trust? They don't answer emails and their call centre keeps you on hold for ages and then cuts you off. I have been trying to cancel automatic renewal since 18th May 2023, it appears they are only interested in taking your money and once you have signed up for auto renewal make it difficult if not impossible to stop it.
1/5
TrustpilotI visited Stowe Landscape Gardens…
I drove to Stowe Landscape Gardens after trying to find the place with hidden signs in Buckingham!? I had my 2 small dogs with me and was wanting to visit the café and the shop nearby. Unfortunately, the café was closed with no prior notice and was told by a steward that there's a café at the house which is a 20 minute walk and if I'm quick I'll get to spend 10 minutes there! What's the point in that?I decided just to walk my dogs and then came across a horrible woman with her boxer dog wearing a muzzle and she started to have a go at me for not putting my bag down and stop my lovely chihuahua from barking at her dog! I told her to shut up and move on as she wouldn't move. How strange to then tell other walkers about me as if I'm the problem person. Then I got looks off other snooty people and told them to mind their own business, what a cheek.I tried to complain about her to the Trust rep at the gate and she was only interested in allowing other members to talk to her and members going in.Now I've learnt that the NT allow illegal fox hunting on their land, no doubt probably for a substantial sum, I definitely won't be visiting any of their sites anymore. I did manage to collect some of the windfall apples in good condition though.Good riddance from my diary.
1/5
TrustpilotWink worth Abouretum
Any one visiting, Wink worth Arboretum, be warned, Yesterday, the 18 Nov 21, I visited Wink worth Arboretum, I was driving my 21 ft motor home as I normally do when visiting any National Trust site, as I entered the gate, the was a very sharp left turn to the left, to get into the car park, at this point, the side step on my motor have was badly damaged, on a tree stump on the bend, I was unable to manoeuvre and drive wider as the road had been dug up and piles on the road with a ditch on the other side of the piled up dirt,I did speak to a NT employee, about my accident and was given a ‘we are not responsible for any damage to you vehicle’, but if the road had not been dug up I would not have damaged my vehicle, as I would have had more room to manoeuvrealso, that the paths are not in a good state they are not level are muddy, and most of the steep steps do not have handrails to assist you to get down the uneven steps, the car park was a sea of mud slurry at the entrance
1/5
TrustpilotGone downhill, expensive, poor food, poor quality
NT has gone downhill the last few years. The prices have gone up way too much in my opinion especially since the pandemic. For example, charging £18 to get into Wimpole Estate even if you aren’t going in the house and just want a dog walk round the estate routes.Too many times I’ve been to NT places and there is no vegan food (either sold out by 1:30pm or nothing on the menu). Offering cheese and pickle or ham sandwich is hardly a decent menu and the cakes are usually dry from yesterday… At some places the picnic spaces are not open after October half term or you’re only allowed to eat food purchased at the cafe. Fine in summer when you can bring a blanket and sit on the grass with your own food, but not great otherwise. Not enough to do for children considering how much it is to get in (a few bits of wood to play on doesn’t cut it) - can’t really figure out who they’re aiming membership at aside from the over 60s!Over the pandemic they continued to charge membership fee but didn’t give you priority booking over non-members, so unless you stayed up until midnight to book you had no chance. Then they’ve started charging entry for Christmas at some places (some up to £18!), charging even for members on top of their membership fee. They’ve started to get greedy and I’ve lost interest.
1/5
TrustpilotGone downhill, expensive, poor food, poor quality
NT has gone downhill the last few years. The prices have gone up way too much in my opinion especially since the pandemic. For example, charging £18 to get into Wimpole Estate even if you aren’t going in the house and just want a dog walk round the estate routes.Too many times I’ve been to NT places and there is no vegan food (either sold out by 1:30pm or nothing on the menu). Offering cheese and pickle or ham sandwich is hardly a decent menu and the cakes are usually dry from yesterday… At some places the picnic spaces are not open after October half term or you’re only allowed to eat food purchased at the cafe. Fine in summer when you can bring a blanket and sit on the grass with your own food, but not great otherwise. Not enough to do for children considering how much it is to get in (a few bits of wood to play on doesn’t cut it) - can’t really figure out who they’re aiming membership at aside from the over 60s!Over the pandemic they continued to charge membership fee but didn’t give you priority booking over non-members, so unless you stayed up until midnight to book you had no chance. Then they’ve started charging entry for Christmas at some places (some up to £18!), charging even for members on top of their membership fee. They’ve started to get greedy and I’ve lost interest.
1/5
TrustpilotNo customer service
Woe betide anyone who needs to contact the National Trust for any reason. After over a month and contacting them 3 times, I have still received no response. Automated response says up to 2 weeks. Was on hold for over 45 minutes to talk to someone on phone who then didn't help me. Pointless contacting them. Will take your money and ignore you if you need help.
1/5
TrustpilotWhat a shambles the National Trust has…
What a shambles the National Trust has become. Attended Tyntesfield today and decided to start our visit with a light lunch of soup roll and coffee in their cafe. Big mistake. It took half an hour to arrive, cold. Then told we could warm it up ourselves in the microwave!!! Stale lump of bread accompanied this soup. This delight cost us the sum of £16.00 for the pair of us.Shame on you National Trust. You are a disgrace.
5/5
TrustpilotGreat Institution
I agree about the importance of conserving our heritage for future generations and if it wasn't for the minority who make it bad for the rest, we would have so many restrictions. I, as a dog owner, rant at some of them. We visited Ickworth last week, first time for a few years. It was busy and the Poachers Cottage extremely so. However, the young lady in charge of all food and drink, was completely on her own with a huge queue which she got through with a quiet efficiency. Not flustered in any way and nobody flustered her.I told her then that she had my complete admiration as I would have been in a heap but I would like the NT to know what a gem they have in her. Thanks
1/5
TrustpilotHow can the Nation Trust the NT?
Many years ago, my wife joined the National Trust and I often accompanied her as her guest. We have a joint bank account to make life easier for my wife or myself if ever the need was to arise. It was odd that correspondence from the National Trust which had always been addressed to my wife... for she was the National Trust member... suddenly was addressed to me... who had never joined the National Trust and had only ever visited properties as a guest. Problems arose one year when my wife attempted to renew her membership over the telephone. The National Trust Representative refused to accept her payment from our joint bank account unless I was on hand to give permission over the telephone. When I explained that this was unnecessary, demeaning and treated my wife as some sort of vassal rather that a respected NT member... I was told.... quite wrongly... that it was because of the Data Protection Act. The same mantra was repeated by the National Trust Representative despite my explaining that my profession required me to have a very detailed knowledge and understanding of the Act and that as the National Trust were receiving details from my wife about the bank account that she was a joint and equal "owner" of, the provisions of the Act did not apply. The National Trust Representative repeated the same mantra... he would accept the payment if I gave him the details over the 'phone but not if my wife... sitting a foot or two away from me... gave him exactly the same details. Now the fact was... the National Trust Representative had not verified my wife's identity and he had not verified my identity... he was simply discriminating against my wife because of her female voice over the telephone. He was given the opportunity to accept that my wife would give him the account details while I was in the same room... he refused... we did not renew the membership and the National Trust lost our membership fee, shop sales and cafe sales for several years.Ten years later we joined the National Trust... as joint members... although as a point of principal we never spend a single penny in shops, cafes of garden centres. Sadly, it's now beginning to happen again... all correspondence is addressed to me...my wife of almost 50 years has been wiped from the address label as if, as far as the National Trust are concerned, she doesn’t exist, is of no importance or should be treated as some sort of medieval possession. The National Trust have just no respect!The point here is that the National Trust are now so selectively "woke" that they have lost sight of reality. They seem to have little or no respect for the views, feelings and beliefs of the vast majority of their members who they simply seem to see as "wallets" to be picked... so that they can fund playing self-indulgent "student politics" and advancing their own half-baked political agenda based on their own selective, superficial and fanciful reinterpretation of "history."It's really about time that the National Trust... woke up and concentrated on earning the trust of the British people by showing them and their views proper respect and concentrated on maintaining and managing our properties... that is, after all what we pay them very handsomely to do!Edit20 days later and no reply from the NT. So have cast anti-woke votes. Would you believe that hypocritical people who sit on motorways blocking traffic expect to be elected.
5/5
TrustpilotGreyfriars Worcester..a lesson in customer service
On a damp October day we rocked up at Greyfriars, a tiny picturesque property in an ancient street in Worcester. It is very small and presented differently could have been one big yawn. But Joe, our guide and manager of the property was a marvel. His knowledge of the history of the house, local history and Worcester history have us a huge insight into house, environs and previous incumbents. His commentary both witty and informative went beyond our expectations and his Knowledge and love for his subject had us totally entranced. Well done Joe, you made our visit so memorable ..... And gave an object lesson in great customer service.
1/5
TrustpilotStop denying the past. From allowing trail (fox) hunting on…
From allowing trail (fox) hunting on National Trust land, to avoiding and side stepping information on slavery and homophobia, this obsolete organisation needs to be brought up to date. Attempts to be woke are being shut down by its members. They don't just visit places of historical interest, they want it doctored and sanitised so it doesn't tell the truth and offend them. Many historical properties were built on the proceeds of slavery, FACT. The presence of homosexual relationships is covered up and ignored FACT.Trail hunting is a smokescreen that allows fox huntingvto continue FACT. Not a penny more from me until they accept and include the truth, acknowledge slavery, homosexuality and ban trail hunting. GET WOKE!
1/5
TrustpilotDishonest means to lure in members and not worth it
joined in August through an online site offering a M&S e-voucher and a free pair of binoculars. tickets finally arrived mid October and no welcome pack, no e-voucher and no binoculars. when i contacted National trust they said it was a third party offer for the voucher and they have run out of binoculars. Dishonest charity... having been to a three of the properties i have now cancelled my direct debit as they are so not worth another years subscription.
1/5
TrustpilotWhat a rip off!
What a rip off!, Cannot believe increase in charges just to access car park😡 Apparently since June 2020, they now claim for each car passenger rather than just car. As a national trust member took three of my family, two unwaged adults, to Lyme Park for walk and breadth of fresh air. As usual, ie before COVID, I presented mambership card to gain access but was told each car passenger would have to pay £8 each as well. Therefore just to park up and walk in park it would have cost £24 or £32 if I were not a member. This is absolutely disgraceful exploitation. Had I known this before rejoining on principal I would never have rejoined. It is an absolute disgrace. Are there any concessions to the unemployed? Clearly not. All we wanted was to breathe some clean air. I am absolutely fuming at the cheek of this organisation. It is clearly now only an Organisation for the rich and upper class. £8 just to enter, my goodness what a rip off. I will be writing to my MP about how a so called’ Charity’ can get away with this moral indecency. I will also be claiming a refund, they can have my card back and hopefully I will be able also to withdraw my gift aided tax relief.
1/5
TrustpilotThe National Trust supports illegal foxhunting
The National Trust continues to support illegal foxhunting on their land and it is for this reason I and my extended family, 6 adults and 4 children haven't renewed our membership.Everyone knows the hunts carry on hunting foxes which is against the law under the guise of trail hunting.Even the hunt officials admit this on their famous smokescreen zoom film.I am disgusted that the Trust in the past has supported these illegal hunts and probably will for the foreseeable future even though their is a vote by their members.Do not join or end your membership rather than support a Trust that allows illegal hunting.
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