The Bentham-Moxon Trust

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Derek

Mar 26, 2026 · Donor Trustpilot

★★★★★

This is interesting. I've had a very bad experience with Kew after trying unsuccessfully to buy a lot of things (over £100) online. Firstly they say that 'some' of the goods can't be sent here..but they don't specify which ones so I couldn't remove them. A disappointment in itself. Secondly in a response from 'a person' I was given a plethora of reasons why they won't send to France. I meticulously went through my order and, happy that a simple 'Create Your Own Fairy Door' made of cardboard ticked all the boxes for accepability, I ordered one. It cost £3.50..but with a discount of 15% which I needed to do to ensure access to the website, came to just over £2.00. The cost to post to France? £22. I asked if there were suppliers of their items I could contact. Minimal and unhelpful Party Line response. I'm quite amazed that this seemingly reputable company with beautiful things to sell to the willing public is snobbish and elitist in it's attitude. Worth losing them and finding other companies who welcome genuine offers to part with cash for their wares. I'll be spreading the word.

LE

Lesley Spokes

Mar 26, 2026 · Donor Trustpilot

★★★★★

We had a lovely visit to Kew. There are however three issues we encountered. One of our party was not well on the day so unable to visit. A stomach bug does not require a visit to the doctors but even though I had purchased refund protection I couldn’t get a refund for the unused ticket, reason being? No doctors letter or hospital admission proof. (Not good enough Kew). Some of our party walked a long way to the tree top trail but on arrival it was closed. It was a hot day and so an exhausting walk. Why are we not told at the entrance if attractions are closed? (Common courtesy Kew). A lack of signposts for the train stops around the gardens. We couldn’t find a stop to get back on the train after visiting the Brasserie and shop. We then waited over half an hour which wasted valuable time. (More signs and a better map Kew)! Perhaps some shelter for queues for the train from heat or rain. Management you could do better! You are letting down the real workers in Kew, the gardeners and plant experts who do an amazing job.

JO

Jo Parmar

Mar 26, 2026 · Donor Trustpilot

★★★★★

Poor management, unimaginative, unclean and not as exciting for a world heritage site. I felt let down with so many indoor plants not well looked after, branching out into walking paths, not dead headed etc, Even as an amateur gardener I was unimpressed. The buildings are tired, dusty and dirty for example the spital staircases in Temperate House. Octagon building, the space is ill used with dirty plant pot markings on teh floor and several dead plants. Out door cafe area had bird poo on tables and could do with cleaning regularly. Orangery - ladie stoilets had no paper and no handwash. I informed the staff politley and said they would relay that - no enthusiasm or apology. Worst site was the beautiful small pagoda in the Japanese Garden completely covered in a thick layer of pigeon poo and areas wher e the wood is peeling away. It's very clear this is down to poor management and poor decisions by the Trustees and those in charge. My expectations were not high and I was extremely disappointed with the number of flower species, no excitement about the place, generally unimaginative, filthy in places and therefore unable to recommend a visit. Management need to do something to inspire more visitors and better feedback if it is retain it's status,

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Fin Cullen

Mar 26, 2026 · Donor Trustpilot

★★★★★

Very disappointed in customer service today. Arrived with family membership card. Realised I’d pick up my partners’ so gave my details. Customer service assistant rude despite me providing ID. I said I was disinclined to come in after such a welcome. He replied ‘Fine’. At which point I said sadly I would cancel our DD for our family membership again the response ‘ Great!’ . Overall a rather passive aggressive tone. My young daughter was upset but at this point we were made to feel so unwelcome we didn’t enter. Please be assured, I have been a family member for years and haven’t stolen or fraudulently tried to enter Kew Gardens. Please train your customer service assistants in customer service. We have cancelled our family membership.

NE

Neil

Mar 26, 2026 · Donor Trustpilot

★★★★★

Went 3rd Oct, and was charged their peak time rate, only to find that half of the areas were closed for winter, plus the treetop walk was closed (no explanation).If you're going to charge peak prices, I expect peak services.The rest was okay I guess, but I recently went to Wisley, which was really good. Kew could learn from them.NOT recommended.

JA

Jamma Coleman

Mar 26, 2026 · Donor Trustpilot

★★★★★

Booked to see the Christmas lights and yes the lights were amazing but it was so busy that it was ridiculous when you’re walking round, you have people stopping right in the middle to take photos. Kew Gardens could have organised this abit better and have some designated spots for people to move to the side to take photos, also the toilets were awful, wouldn’t it make sense to have people working there at least clean the toilets, it’s being used all day and it was such a disappointment.Visited Kew Gardens once and probably won’t go back again.

LE

Lee G

Mar 26, 2026 · Donor Trustpilot

★★★★★

We visited Kew in April 2022 and it was a wonderful experience. We went back in November 2023 with our baby son and her parents- you are definitely better off visiting in spring or summer compared to late autumn as many of the attractions closed at 2pm. My gripe though is with the family restaurant- we ordered 4 main meals and an extra mac and cheese as the portions were clearly small, but there was still not enough to feed the four of us and we are by no means big eaters. We complained to what I presumed was the manager and who was wholly unsympathetic and who was then going to charge my wife £12.50 for 6 small pork balls - I was inclined to throw those balls where the Kew doesn't shine, but my new fatherhood patience won the day and we begrudgingly ate our pig balls. Oh yeah they also over charged me initially by £2 for the roasted veg meal - an honest mistake may be !!!???!!!

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Eímear

Mar 26, 2026 · Donor Trustpilot

★★★★★

Went to Christmas at kew and was really underwhelmed. It’s just lights dangling off tres and a few tacky arches with lights playing Christmas songs. Hot chocolate expensive and pre mixed, underwhelming food and only a couple of light sculptures.

CU

customer

Mar 26, 2026 · Donor Trustpilot

★★★★★

I don't drive my partner does. My birthday present was going to Kew on 10 dec. My partner tested positive for COVID so me and my 12 year old son could not go. I called on the day at 2.45pm (which is when my partner did his test) to ask them for a postponement or for a voucher if Kew Christmas was fully booked. The answer from the manager was that is it NOT POSSIBLE. We spent GBP 79 and could not change it because we didn't "foresee" an illness. I asked the manager for vouchers for any other time as I understand they might be fully booked for Christmas and the answer was a resounding "NO". What really irritated me was that I was able to change tickets for the Carmen at the National Opera last year, a venue that works with limited seats. KEW GARDENS ARE GARDENS. Open air. Why can't you not change the date? I am extremely unimpressed and will log a complaint. All I can think about is the greedy company REFUSING to help out families that have paid gbp 79 for a 1 hour show. Shame on you

DR

Dr Poppleton

Mar 26, 2026 · Donor Trustpilot

★★★★★

Our lovely family visit to Xmas at Kew this year was spoilt by dreadful customer service/security. Two of the youngsters in the party took a wrong turn towards the end and were separated from the rest of our party. They accidentally walked out of an unknown gate and realising their mistake as they stepped over the line asked immediately to come back in and were blocked. They were told (not advised) to walk back to Victoria Gate and meet us as we left. My husband ran to meet them and explain the mistake, expecting them to be let back in and enjoy the climax of the display over the lake. They weren’t allowed. Security staff were officious and horrible. Such an unpleasant end to a nice evening. Sort out your gate staff Kew!!