This is a review on child membership. We love visiting many different places with our NT cards. 5 weeks ago we visited Cliveden with one of our grandchildren. He loves being outside in any weather and is not the sort of child glued to an iPad. The lady asked if we would like to sign him up for membership and he was delighted. Was told the card and a ‘lovely’ welcome pack would be sent to him in the next couple of weeks. Nothing was received. Rang and was told there was a back log. It arrived today to us and not him. What a total disappointment! All that was in the A5 envelope was a letter addressed to me, the card attached to a blank piece of paper and a 4 page leaflet aimed at adults! I rang to ask if this was the ‘lovely’ welcome pack to be told at 11 you get the adult information sent and not a welcome pack! I asked what age a child pack goes up to, she said up to 8. She said they assume at 11they will look on the internet for information. Come on. We are showing him amazing places, surely the NT should be sending a child’s welcome pack to an 11 year old. Why ahould everything be done electronically these days! These children will be your future adult customers so encourage them! I was them on hold for quite a while, she then came back and said child age does go to11 and he will now be sent the appropriate pack. Surely those on the phones should know this information.

Terrible customer service! I have been trying to purchase a new membership online, I messaged over a week ago, had to chase a response, finally got a response which was not very helpful, I’m back waiting again for another reply. I will not bother to chase again and will not now be purchasing a membership. Having read the reviews the customer service department has been bad for a long time with obviously no signs of improvement.

This is what I wrote on the Wakehurst Google Review page; I’m sorry but the Trust is an entity that has been entrusted to safeguard OUR national heritage. It should be just that, not a money gouging entity who are clearly out to make a tidy profit. It’s outrageous that we should have to pay £7.00 for parking just to visit the coffee shop and visit their gift shop. To add insult to injury, the service at the coffee shop was a bit ordinary, and the shopping was prohibitively expensive. My 93 year old mum just doesn’t bother going to Wakehurst for those reasons. “Trust” my ass, you have become a profit making organisation with a political agenda, using our heritage to do so.

Called national trust surport services to query yet again they haven’t sent me my enhanced companion cards. This is the second annual membership being renewed. In 2023 they said my application was processed incorrectly and now 2024 same thing. The lady I spoke with, I explained I have a brain injury and struggle with a neurological condition, but I have my daughter near me to assist with the call. I have her all my security details and then told the lady my daughter will speak. My daughter explained we need the companion cards. The lady said we will send them out, could take upto 14 days. Ok that’s fine we said. We asked about the card they sent us whether that is still valid. The lady said I am confused I don’t know what you want. She asked for security details again and said I can’t do anything to check the membership because your mum was unable to give her own details. My daughter gave me the phone, I said I am right here, I can give my details, so I did, At no point after I repeatedly told the lady how she is not giving me clear directions on what information she requires of me and the process she would like me to follow. I told her how stressful she’s making this call for me, she did not once show an ounce of empathy or acknowledged my vulnerability. I asked for a manager as I wanted to put a complaint. The manager tried calling me twice, I missed the calls. Then I get an email from him with a narrative of my complaint (I haven’t even spoken with him at no point to give my side of what my complaint is) and he has come up with a resolution that in future I need to give my own security check details. I am disgusted how I have been challenged and discriminated due to my disability. I have no confidence in this service. There’s no safeguarding for vulnerable people here.

Brilliant company

The toilets at Brean Down Cove cafe were disgusting and really dirty: wet and toilet paper on the floors. I overheard the manager telling a customer a contractor cleaned them. I wonder what oversight there is and if the staff preparing food in the adjacent cafe use the same toilets. This is not acceptable especially as most visitors spend money in the cafe and footfall is high. There is no excuse. See complaints in Western Daily Press 12,13 April 2024 from others

Disappointing Website. I searched high and low for a way to log in to my account. There is nothing. Only option is to register for my account, which is pointless as I already registered. Why can't you give us a simple Log in button like 99% of other organisations who have members

Recently I just renewed my subscription for for Parents for the senior membership and the customer er service was friendly, helpful and supportive

Took the annual direct debit a whole month early - but I wanted to cancel annual membership nearer the end of the month. I should have had a renewal letter apparently, but it never arrived. Won't refund the direct debit payment as it's already been taken. Good membership to have if you're into the historical houses etc - but weren't enough kid friendly options for us to make a proper use of it (Waddesdon is great, but limited in the winter while they monetise the light trail). But the way they take the renew payments is very shady and I suspect is done to trap a lot of people into another year - be warned!

Order received from their online store but one item was faulty/damaged. No response received to the email I sent advising them-I would like to return it for a refund but there appears to be no customer service whatsoever. Item SKU 50058979. Order 639083.