I have been a member my whole life - but not visited recently as I have dogs and visiting became impractical . I visited Croft Castle with a friend and he had to pay £14 to enter . We had looked forward to hot food and a coffee to start our visit . The sandwiches were stale and hard , the coffee cold . The whole atmosphere and ambiance at Croft was disappointing and I was asked to photograph a map so struggled to orientate myself around the grounds . I have visited many NT properties over the past 50 years and been enthused and excited by the opportunity they present . I am cancelling my membership and will make my own plans in future , shaping them around experiences that are both value for money and intellectually inspiring .

Despondent to read all the reviews similar to my own experience. Terrible cistomer service, NT don't respond to emails but were happy to take our money. I think that's now lost, but they'll not see a penny from me again. Shambles, and I mistakingly though NT had a good reputation. Avoid, avoid, avoid.

Some months ago I changed my email address online but they're still sending emails to my old address. Now I find that I can no longer log in to check/change my details online. I tried calling them but gave up after a lengthy wait on hold. This is not the level of customer service which I expect from such a (formerly) much-loved institution. I also note that they cannot be bothered to respond to the numerous negative comments on this site. Perhaps they should re-direct some of the energy which they put into being politically correct to improving their services to members. Update: I was contacted directly by the NT soon after posting my negative review and they have now sorted out my problem. Their service is still below par but all credit to them for their active response hence an upgrade from 1 to 3 stars.

This is an update to a previous bad review. After 5 months, I still have not had my membership pack/card after paying £76.80. I have been given temporary cards attached to e-mails which I cannot print off as I do not have access to a printer. I have told them this but no one actually bothers to read my e-mails. I have been told that a £15 gift card was sent (allegedly) 3/4 months ago. No sign of that either. After being asked to only respond to "Joanne" who deemed it fit to blank me thereafter, I got a response from "Andy" after threatening to escalate my grievances to Rene Olivieri the "Chair" of the National Trust (you can't call him a Chairman???) I supposedly have a membership pack on its way but I doubt i will ever see it. I have also been promised a reduction on next year's membership but no mention was made as to exactly what that would be. Andy also asked me only to respond to him just like Joanne. I have also had a response from a "Steven" who (like Andy) blamed new systems for the issue. Steven has promised someone will be in touch in the next 10 days to discuss my issues. (no I don't believe it either). I have told Steven (who asked me only to correspond with him) that "Andy" was already aware of the problem. In any event, I will escalate the whole issue in writing to Mr Rene Olivieri the "Chair" of the National Trust who runs this shambles of an organisation. It beggars belief that they even get a 1.6 Trustpilot rating.

We have been members for several years, and renewed at the start of April 23, however still no membership cards! But NT have quite happily been taking the membership fee since we renewed. Having sent multiple emails, with no response and calling on numerous occasions only to sit on hold with the extremely irritating voice message (directing you to the website) constantly being played at you. It appears that The National Trust is quite happy to take the membership money, but doesn't care less about it's members or poor customer service it is providing.

Wife just informed me of some truly awful customer service she has experienced. Her Mum died a couple of months ago. Her parents had a joint membership as we do. Her Dad tried to go from a joint to single membership by ringing the National Trust, but he couldn't get through. Turned up at a National Trust site and they said their systems were being updated. My father-in-law sent an email, which was acknowledged offering sympathies and he was informed they would come back to him - never did. Eventually my wife got through to a call centre a few weeks ago [edited: I was subsequently informed NT have UK only call centres] and they finally cancelled it, but refused to refund the money based on the fact that they are a charity. Well I'm sorry if I turn up and pay the ticket price, and the building and grounds are closed shortly afterwards, then I will want my money back. National Trust members donate money for access, not purely in an altruistic fashion. There is a transaction taking place. I'm really disappointed by this. Contemplating cancelling both our memberships, but I'd love these buildings etc to remain for future generations. Worth saying the volunteers at their sites are truly wonderful. The administration are clearly clueless! UPDATE: I am really pleased to report that the NT turned this around. I was contacted and the details of my father-in-law were passed on. They contacted him and put this right. I have to say I'm so glad to see they took on board the feedback here, and didn't choose to ignore it. It really makes a difference to your perception of the organisation and your enjoyment of the membership. I will change from 1 star to 3 star rating, which on reflection I think is fair.

My wife and I were looking forward to buying our daughter life membership for her 21st birthday, as my wife's parents did for her. It was only by chance that my wife noticed that, since January this year, this no longer includes taking a guest into properties. There has been no warning of this and it is far from obvious when first looking at the website. The cost has also been increased so we are expected to pay more for less. The excuse seems to be something to do with Gift Aid and that the new membership system "has been designed" not to allow it. Why? My wife's V&A membership allows a guest and surely the design of the system is what was specified? It is possible to take out a family life membership covering member, spouse, children and grandchildren at a comparatively low fee. I believe this to be an unfair and potentially discriminatory policy (we only want people in stable relationships) which the Trust has implemented in a secretive and underhand way. My wife has always enjoyed her membership and we were greatly looking forward to passing this forward to the next generation. Reading the reviews here it seems the Trust has no regard for it's members or customers. We would still like to buy our daughter life membership, which she had asked for and was very much looking forward to, but it now seems like a waste of money.

Trying to renew membership. It is just all too difficult! Tried twice on the website but the payment did not work (I will not be trying this method again, as I have zero confidence in what is going on behind the scenes here). Tried phoning the help desk but no one answers. Sent an email asking if there was a simple, painless, way to renew. My question was not answered, instead I was sent advice re. how to update my bank account details. Advice was to call helpdesk .....I have tried to renew at a NT site but was told that they haven't been able to do this since the new computer system was introduced in January. What a shambles. I have just noticed that an earlier comment suggests contacting Watchdog. Perhaps if more people did this, there might be some action! Alternatively, I see that some people appear to have had their problems sorted out via 'Resolver'.

My one-year membership ended at the beginning of 2023. I ensured there was no active automatic renewal, and I received confirmation of my cancellation in writing. Two months later, the Trust started taking monthly payments again - for MORE than the original direct debit. I’ve sent two emails and made four calls during the past few months (during which I was kept on hold for up to 45mins each time), and despite their acknowledgment that my money was taken in error (THEIR error), they have yet to refund me. Each time I call, I’m fobbed off with, ‘It’s with the financial team; you’ll receive your refund in 5 working days.’ The same false message was repeated to me during this morning’s call, and I have no doubt that I’ll be phoning again in 6 days’ time to be told the same thing. When I enquired about escalating my complaint, no information was given to or taken from me; I was simply told I would hear a response to my complaint (which I was not allowed to make) within 10 working days. What a JOKE this organisation is.

Really enjoyed our visit at the weekend to Harewoods. We were visiting family and took the opportunity to have a walk around the fabulous woodlands and ponds. Peaceful and worth a visit if you have never been before.