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.
1/5
TrustpilotOverpriced cafeterias 😠
We all expect to pay to enter the national trust sites, and it's normally a good day out , but I don't understand how they can justify the prices in the cafeterias, the low quality produce is unacceptable at those prices , I feel so sorry for family's with small children ,who are expected to pay those prices , I'm sure if they charged a normal price they would sell a lot more and have a lot more return customers .
2/5
TrustpilotThe National Trust is not perfect
The National Trust is not perfect. They haven't really offered anything for the lost year where members stood by them during lockdown. A one day guest pass wasn't much compensation.However, it is still a good membership and a fantastic network of beautiful locations. Reviews should not be determined by a bunch of far right deniers who exhibit a very bigoted and limited awareness of history, it should be based on their network of locations and customer service.Downgraded rating. Went to buy a senior membership for £54 for my 77 year old Uncle and it turns out the deduction is only applicable if they have membership for 5 out of the last 10 years. Where did they make this up? Pensioners should get some form of reduction. Not exactly encouraging referrals or continued membership.
3/5
GoogleThe shop has closed leaving only the cafeteria. Food is excellent.. But location is a rather dull modern holding. You'd really expect the National Trust HQ to be based in a stately home or castle right?
2/5
TrustpilotPoor customer service.
Lovely cottage, beautiful location. Very dirty in many places, cleaning had only been superficial. Very smelly downstairs bathroom. Complaint made months ago - still not heard back from them. Altogether not what I expect from the National Trust.
1/5
Trustpilotmembers not welcome
I can appreciate that COVID has been a huge learning curve for all of us but The National Trust has taken that to a whole new level! I purchased 2 family memberships for Christmas presents and due to the pandemic, they have not been able to use them. I understand that partly but I have tried to be fair about this but The National Trust just don't care about loyal customers paying memberships. I was actually told that people paying at the gate were more important to them as they are guaranteed membership fees! WHAT!!!! They promised to extend both the gift memberships I bought by 3 months and that has never happened. They promised me tea for two voucher, but what I got was a pot of tea for two voucher. Not quite the same thing. I have been a member for 6 years, but I'm done now. Treated like dirt
1/5
TrustpilotThe National trust website
I have recently re joined The National trust. However I have noticed that the NT website and individual property websites have changed dramatically since I was last a member. What has happened to the interactive map? it is now very difficult to see all of the properties in any region. This makes it very difficult to choose a property to visit. I also note that individual property websites do not show a map with their location on it, so how are we supposed to find these places. The website seems to be full of mission statements and flannel; instead of useful information and photographs. It seems to me that the National trust have taken an excellent and useful website and turned it into a very bland, useless website. Whoever it was that redesigned the website should be sacked it is total rubbish.
1/5
TrustpilotRude customer service
I called the membership line today querying why when I took out membership on the 29th April i was today, 7th June being charged with my direct debit £30. I spoke with the rudest customer service agent who said her name was Julia. Yes, she explained that membership is from the month, not the date of the month but it was her rudeness and dismissive arrogant attitude, talking over me and using constant, mm, mm, mm and even a "Wow! I cant help it if you don't like what I'm saying " When I calmly said I hadnt a problem with the detail it was how she was delivering it. felt she had a very poor attitude, as for being a customer service agent, appalling.
1/5
TrustpilotOne star is all this uselss scaredy…
One star is all this useless scaredy Woke mess deserve. To visit the hardly seen Hare Hill in Cheshire...all outdoors and you are lucky if you see 4 visitors on the huge Estate in the week NT want us to pre book 2 days in advance via eventbrite BECAUSE UNLIKE ALL THE REST OF THE COUNTRY THEIR STAFF MUST NOT BE ALLOWED NEAR CONTACTLESS PAYMENTS AT THE GATE. They are going to go bust as I do not see them returning to normal even after the end of June. They will go bust and destroy the heritage sites of the UK. Sack every manager and start again without the Woke dregs who are destroying the NT
1/5
TrustpilotVery disappointed with the experience
I wish I could give a good rating to NT but they seem out of touch with today's reality. We bought a joint gift membership for our parents with a few days before their anniversary, in the expectation that the process would be quick (regular membership is activated instantly according to their website). Little did we know that NT is still in the Stone Age of customer service and they cannot send the gift membership information via email, but you need to wait up to 21 days for them to send a pack through the regular post! The person we spoke when discussing this problem with their Customer Service team was polite but couldn't care less that our gift idea is ruined - did not even want to try and see if the information can be posted the same day, although we offered to pay any postage cost! Please be aware of their inflexible outdated ways of working if ordering a gift membership!!
1/5
TrustpilotVisited National Trust Waddesdon Manor…
National Trust- Waddesdon manor - pricing very confusing for people - to access house you have to pay for the grounds and house separately. The website is deliberately obscure as it does not make clear that the grounds does not include the house - it would be a simple change on the website to have ticket options A) grounds or B) house and grounds. Whilst outside waiting to go in - we personally witness 6 groups get turned away as they did not realise grounds did not include the house. The grounds are not worth the money they were charging. What was disturbing was the ticket collector told me yes this happens often - and they do nothing about it. , except collect money
1/5
TrustpilotPoor Covid response
I have been a member of the national trust for about 5 years until now as a young member. I had known for a few years that 2020 would’ve been my last year at the young member rate. Unfortunately the past year meant that I was not able to use my membership at all, not even for car parks as we couldn’t travel.My membership expired end of April and I was quite disappointed to see that despite the pandemic stopping members from making use of their funding, the Trust still want another years membership payment which is now at the higher rate for myself. All that we received were 2x free entry when entering with existing members - which is no use when I don’t know any others with memberships.For a charity who I believed appreciated their members, this is just a bit of a kick in the teeth that they collected the money and have given very little back in return. I understand that the trust is a charity with estate to maintain, but this experience has made me reluctant to join again in future.
5/5
TrustpilotVisit to Nostell Priory
Had a lovely day at Nostell Priory yesterday. Booked parking through the system (Eventbrite) last Friday although we probably wouldn't have needed to because there was plenty of space in the car park. Had a walk around the estate and had a picnic. After that went into the house which was fully open, unlike last year when you could only go around the ground floor. The staff and volunteers were very welcoming, in fact one volunteer said how nice it was to welcome visitors again. We then took a stroll around the gardens which had been kept immaculate. Rounded of the visit with coffee and cake in the courtyard cafe, a wander around the gift shop then home. This was my experience of a National Trust property who seem to have got their act together after the difficulties of last year.
1/5
TrustpilotAfter 19 years of joint membership we…
After 19 years of joint membership we have reluctantly decided to give up our membership. What has driven this:-1. Politicking by the Trust and disregarding their fundamental obligations2. Overly restricting access to their properties by a burdensome booking process and other constraints3. Turning the Trust into a 'Disney World' venue The management have a lot of questions to answer and unfortunately Covid provided the perfect excuse to hide away and cancel the last AGM. We may rejoin when the present management have been 'cleared away'
1/5
TrustpilotNational trust scam on the rope bridge
National trust scam on the rope bridge. Was told on entry parking was free as the bridge is closed. Then i get down to the carpark to be met by another guy explaining the app & card machine is down atm but i can make a donation. Explained i just had card for him to say ok then point me towards the “donation box” again after i said just had card. Get out of the car to be met by another guy from the trust asking am i going to make a donation to whom i told i just had card. Then on the way out im stopped at the gate by the same guy who said it was free who asked “theyre radiong through asking for your donation”. I asked “did you not say it was free parking” he laughed and said i did i think they are joking. At this point my wife is ripping her bag apart in embarrassment and finds change to give the man so we could get out of there. Absolutely shocking to be harassed like that from the moment of entry until i leave despite being told it was free as the bridge was closed and app down. Dont trust the national “trust” one bit
1/5
TrustpilotRidiculous. Utterly ridiculous.
The last time I felt this negatively about something was when my car was broken into - given how the last year or so has been, that should give you all the info you need, but if you want details, please read on. Booked a visit for my family to the Weir Garden, just outside of Hereford. Searched on Google and connected directly to the Weir Garden's webpage. Went through the process to purchase online, which took me to Eventbrite. Noted that it said no refunds, which was fine at the time. Later in the week, I realised I'd double-booked so attempted to move my booking by 1 hour. First attempt to do this was two days before the booking, using the link on the booking confirmation to contact the event organiser. No response. The following day I tried the number provided on the booking confirmation (an 01981 number). Did this several times, tried a number of the automated options but never got through to anybody, so left a voice message. No response. Tried again on the morning of the booking to find that the outgoing message on the 01981 number had been changed and pointed me to an 0344 number, which hadn't been provided on the booking confirmation under the 'contact' section of the booking confirmation. Called them and they said I was too late to make any changes - tough s**t basically. The fact that I'd tried the avenues provided in their booking documentation, well ahead of time, didn't mean anything to them. After nearly a week of email back and forth, including them pointing me to terms and conditions for which no link had been provided during the booking process (you have to visit the NT's homepage and then find them from there - the ones that I viewed on Eventbrite are worthless as far as I can tell), I've now decided it's pointless talking to them. No refund, no complimentary pass, nothing. Wish I'd read some of the other reviews before booking anything. I'd have done better flushing my money down the loo.
1/5
TrustpilotA great institution spoiled.
This used to be a great institution; saving our heritage from property developers, caring for our interesting buildings and gardens, and protecting our wild spaces. Then six or seven years ago National 'Car Park Scams Are Us' Distrust suddenly lost its way. Well blow me if this did not coincide with the appointment of Tim 'Great Post Office Scandal' Parker. How did that happen? If he had been an honourable man he would have resigned all his highly paid positions and given his considerable wealth to the wrongly accused sub-postmasters; but he isn't, so he won't.I digress: What can you expect to hear if you visit one of our erstwhile wild spaces in early spring? Bird song? A breeze blowing through the trees? But no, the air rings with the sound of chainsaws, strimmers, drills and cement mixers as they set about replacing them with neat, tidy countryside themed attractions.What can you expect to see? Shy, endangered creatures gratefully taking refuge in rare habitats? But no; crowds of hipster types wearing the brightest of bright red shirts, (the least wildlife friendly colour it is possible to imagine, what happened to the forest green ones?), just hanging about, selling stuff or teaching groups how to cut down trees or scythe down untidy verges of meadow flowers.It's quite possible to achieve accessability without all this desecration and profiteering.I am no longer a member. I try to avoid all places run by them. It's just not good for my blood pressure and makes me sad and angry.
1/5
TrustpilotAbsolutely disgusted with the national…
Absolutely disgusted with the national trusts customer service,joined beginning of February and have still not received membership pack!Noone man's the phones,and noone replies to emails! Disgraceful service and would not recommend anyone joining,as some of the national trust staff members query the temporary cards,which only last for a short time,I would not trust the organisation with these beautiful homes and sites going by there unprofessional standards!!
1/5
TrustpilotCan’t wait until June
We are currently in North Wales, tried to book for a location tomorrow. Don’t be silly, why should you expect to be able to do this and make use of your membership. 12 months of payments down the drain, I simply can’t wait until June when I can cancel and I can promise NT I will never visit one of their properties again. It’s so interesting how the privately owned properties have navigated through COVID but NT are quite happy to take your money and give nothing in return.
1/5
TrustpilotKillerton park holiday cottage is awful
Killerton park holiday cottageNo feet on the sofaProperty is close to the visitors car park and toilet'sCustomer service have so far refused to respond to five complaints by email and are refusing to put me through to guest relationsCottage photos are very old and need updatingFefo have refused to publish my reviewProperty is on the footpath for the Easter quiz and Hundreds of people were looking directly into our lounge windowsSimply ridiculous customer service
2/5
TrustpilotOur daughter purchased our N/T…
Our daughter purchased our N/T membership for us last Xmas but we have not been able to use it until they started opening their grounds to the public in April which has been a waste of money for a start with no indication from the N/T that they are going to give anyone their lost months backdated .Secondly we have visited Biddulph and Lyme both of which were very nice but both had parts of the grounds roped off for safety reasons which according to previous reviews have been roped off for some considerable time so this needs sorting ASAP bearing in mind that at the moment its grounds only and no inside visits allowedThirdly , the opening hours need amending. shutting the gates at Lyme Park at 4.30 is ridiculous. It smacks to me a bit like we want your membership , we want your money , but we dont want you hanging around too longFinally as a current member I wont be paying £8 to park inside Tatton Park . Londoners might consider that price acceptable but us Northeners wont be ripped off so easy . I will be walking in.We wont be renewing and thats before the WOKE agenda is taken into account . Too many restrictions
1/5
TrustpilotPackwood house today20 th April
Packwood house today, 20th April, Arrived on time for booking. Met by a man in a cap who didn't either understand social distancing or the rules of covid. Fortunately we were both wearing medical masks as he leaned towards our car reducing the metre rule as he did. I got the impression that his hearing was not perhaps up to scratch. We have been paid up members of the trust for years. Not impressed with the the way things are rolled out in a reduced lockdown .Even less impressed with the left wing Liberalist attitude of those at the helm engineering the slow destruction of our National Heritage..
1/5
TrustpilotNational Trust 'inclusive' calendar.
The 2024 National Trust 'inclusive' calendar has no mention of the CHRISTIAN holidays of EASTER and CHRISTMAS.Please do not give these over-priced virtue-signallers your money.
Hi DrD I'm sorry to read your review. 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 helps clear things up. Thanks for taking the time to leave your review.Kind regards National Trust
1/5
TrustpilotTheir booking service has become a…
Their booking service has become a joke, They are overreacting to the covid situation with rules that aren't a government requirement. After 24 hours the week's slots have already gone for my local NT places! I wished I hadn't paid my membership last summer as I haven't used it yet!Then added to that is all this woke virtue signalling rubbish. The organisation is now being run by the far left and liberal extremists which I am sure doesn't represent the views of the majority of those who fund it! All this idea of cancelling our history is just rubbish. I have just cancelled my direct debit so won't be re-joining when my membership runs out!I would give zero starts if I could!
1/5
TrustpilotBad experience, with it looks like, more to come, by this sites contributors experiences.
I tried to book a visit to Dyffryn Gardens 2 days before. I got no response. I phoned the number and some said they would sort it out. Finally I got an email saying I had tried to book the visit on the day I recieved the email and that can't be done. I replied moving the date forward and have had no reply today. If I see any of this Woke stuff when I visit. I will be cancelling my membership, like the list of people on this site have already. I am not interesting in reassing history!
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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.
