Good afternoon,
Thank you for taking the time to get in touch.
Having reviewed the photo you provided, we can confirm that the boards you received are indeed our black fibre cement cladding. We’re sorry if the shade isn’t what you expected — variations in tone can appear slightly different depending on lighting conditions, especially in outdoor settings. For future reference, we do offer samples for customers who’d like to confirm the colour before placing a full order.
Regarding the reported damage, our records show that these products were purchased via a third-party supplier rather than directly from Cladco. In this case, we recommend contacting the retailer you ordered through, as they’ll be responsible for resolving any issues with the delivery or condition of the goods.
Kind regards,
Cladco Profiles.
“I was told that I'd invalidated their 10 year warranty because I'd fitted the boards vertically, not horizontally. I didn't notice the advice as it was in small print at the bottom of a column. I was using the boards to clad a fuel tank and improve its fire resistance.
Added to my displeasure were the unreasonable and very high delivery charges,which came to more than the cost of the materials ordered!”
Good afternoon Geraint,
Thank you for your feedback. We’re sorry to hear you were disappointed with your experience and appreciate the opportunity to clarify a few points.
Our installation guidelines for fibre cement lap cladding specify that boards should be fitted horizontally. This information is displayed clearly across multiple areas of our website, including the product page and downloadable installation guide.
We understand how frustrating it can be when installation details are missed, but our Customer Support Team have provided evidence confirming that this advice is readily available.
With regard to delivery, our charges reflect the specialist nature of transporting long, heavy goods safely across the UK. For smaller orders, we also offer a free collection service from our Okehampton and Andover depots.
We’re sorry that your experience didn’t meet expectations, but we appreciate your comments and hope this helps clarify the matter.
Kind regards,
Cladco Profiles.
Good morning Bev,
Thank you for getting in touch.
We’re sorry to hear your sample pack hasn’t arrived. As our samples are provided free of charge, we use a third-party courier service to keep this offering accessible to all customers. However, this can occasionally result in slightly longer delivery times, and unfortunately, tracking isn’t always available.
If your samples haven’t arrived within the next few working days, please do let us know — we’ll be happy to arrange a replacement for you.
Kind regards,
Cladco Profiles.
“Phoned for information re cladding, very difficult to hear what was being discussed due to loud chatting and laughing in the background. Information was imparted but it felt like the agent wasn't really interested in helping.”
Good morning Amanda,
Thank you for your feedback, and we're sorry to hear that your recent call with us didn’t meet your expectations.
We’re pleased to hear that you received the information you needed, but we're disappointed to learn that the experience left you feeling unsupported. Please accept our apologies if the call came across as anything less than helpful, as that’s certainly not the level of service we aim to provide.
Our Sales Team work in a busy environment that also serves customers in person, which can occasionally result in background noise. That said, we do understand how this might have affected your call and are sorry if it made the conversation difficult to follow.
We appreciate you raising this with us and will take your comments on board.
Kind regards,
Cladco Profiles.
Good morning Louise,
Thank you for getting in touch with us.
We’re sorry to hear that your sample order has not arrived yet. While our samples are sent free of charge using a third-party courier, this does sometimes mean they can take a little longer to arrive, and tracking may not always be available.
If your samples don’t arrive within the next few working days, please let us know, and we’ll be happy to arrange a replacement pack for you.
Kind regards,
Cladco Profiles.
“Ordered a sample a week ago. Still waiting for it. How hard can it be to put a sample in the post on the day you get the request? Maybe because it was on a Friday and they don’t work Saturday or Sunday? Still taken 4 days from the Monday though. Bit of a joke and does not fill me with confidence to use the company for my order that I will need in 2 weeks time”
Good morning,
Thank you for your feedback, and we’re sorry to hear that your sample hasn’t yet arrived.
We understand how frustrating this must be and sincerely apologise for the delay. Our sample packs are dispatched via a third-party courier service, which allows us to offer them free of charge; however, it does mean we’re unable to track parcels once they leave our warehouse. That said, we’re actively reviewing this process to improve consistency and reliability, and your comments help highlight where improvements are needed.
Should you decide to place an order, we offer delivery using our own dedicated fleet, or you’re welcome to collect from either our Okehampton or Andover branch, whichever is more convenient for you.
If you have any questions or would like to speak with our Sales Team, we’d be more than happy to help.
Kind regards,
Cladco Profiles
“Second lot of decking from this company in 18 Months. Various different colours on the first order, which we decided to change, not asthetically pleasing to the eye. Started again with new boards only to for the second order of boards to be three different colours once again. Dealt with customer service who blamed composition of the boards, then siad we procured from different batches (bought the same day from one batch) zero accounatbility from Cladco who then said it was the suppliers fault. If your looking for decking do not use this company, waste of time effort and money.”
“Do not buy ivory composite decking from cladco. Customer service is shocking and taking no responsibility for this utter rubbish product. Apparently it just needs a clean......no amount of scrubbing is getting these black dots out! This decking hasn't even been down for a year!”
“Horrible Quality and Even Worse Customer Service – Avoid Cladco at All Costs
We recently purchased approximately 80m² of Cladco composite decking, expecting a high-quality, durable product that would justify the thousands of pounds we spent. We followed Cladco’s installation guide meticulously to avoid any issues, but within a shockingly short span of 8 weeks, we noticed extensive spot marking all over the deck. We invested in composite decking specifically to avoid maintenance nightmares, yet here we are dealing with significant flaws right out of the gate.
When we reached out to Cladco, their response was as dismissive as it was insulting. Rather than acknowledging a possible defect, they outright blamed us, claiming we must have spilled something or allowed surface dirt to build up. This couldn’t be further from the truth, especially as we have the same decking installed on our metal-framed gate in a horizontal position, where there’s no chance of contaminants settling—yet the marks have appeared there too. This points to a clear quality issue with the decking material itself, not any misuse on our part.
One would expect outdoor decking to withstand, well, outdoor conditions—but apparently, Cladco’s composite boards are so sensitive that the slightest exposure to the elements seems to ruin them. And the real kicker? Cladco has washed their hands of the situation, refusing any assistance or even basic advice on how to resolve the issue. Their so-called customer support has been utterly unhelpful and dismissive.
It’s clear that Cladco takes no pride in their products and certainly doesn’t stand behind them. We went with composite to avoid exactly these kinds of problems, and now we’re stuck with spotty, unattractive decking that’s far from the "maintenance-free" promise. We should’ve just invested in quality timber.
Do yourself a favor and steer clear of Cladco. This product is overpriced, and the company has zero accountability. A complete waste of time and money!”
“I wouldn't promote buying from Cladco with the experience I've had, with my order.
Placed an ordered in August 2023, 6>8weeks delivery then 6>10wks then 2 months later told I couldn't have the 2.4m lengths anymore, so had to change my plans to use the 4mtr lengths, causing extra expense on decking base design modifications, 14 weeks later still no decking, then they told me a date, no feedback on any change, goods didn't arrive as promised, 15weeks still no decking”
“Very disappointed with Cladco originally ordered in August advised 6>8 weeks delivery, had to chase after 11wks they still had no update on delivery, then 13wks later I was told I couldn't have the 2.4m lengths as Cladco's supplier had discontinued that size, was given the option to supply in 4mtr lengths, but this was just liner meters, this would cause me additional work, as the decking base had been built to accommodate 2.4m lengths, I had now lost all the good weather and daylight as it was now mid November. I wouldn't recommend this company!”
“I ordered from these and thought they were a good company to start with. Sadly I needed to order some extra items and when I tried to purchase they wanted to charge me £192 this was to deliver an item that cost £102 so to warrant an extra £192 delivery is ludicrous. The company did not care when I contacted them to ask if there was any way to do it via a different courier and I was told blanket no.
Avoid this company at all costs”
“Don’t touch this company with a barge…
Don’t touch this company with a barge pole.
They claim to make everything which is a lie
They import from abroad
Their customer service is appalling and the owner of the company refuses to respond to any email complaints, maybe he has too many to deal with.
They over estimate your requirements, so the estimating service is a joke, and they refuse to take back any items for credit that they have over estimated for.
They supply products with no installation instructions.
The only products that they manufacturer they can’t even get right
Their delivery times are totally unreliable and they staff don’t even know what date they have received !!!
They give you a delivery date and when it does not appear you have to ring them only to find out they don’t have the delivery from Belgium !…..
…….. but they manufacture in the UK
I have sent numerous emails and phone calls to this company but their response is a virtually non existent
They just want to take your money and offer NO customer service.
I repeat DO NOT USE THIS COMPANY !!!!!!!
Date of experience: 22 September 2023”
“Ridiculous carriage fees… £420 order £192 carriage.
5 slat panels at £83, £16 cheaper than you can get elsewhere then add on £192 delivery… another google con”
“Much like the experience encountered by Tej Singh, we have had lots of damaged product delivered to us, both decking and fence panels. When they deliver using a Hiab the Hiab is rarely fully functional and we end up doing it by hand. We dealt with them direct and the experience is no better. We too are left with a deficit of decking. They have delivered a slightly different shade (apparently they use two different suppliers/manufactures, they don't make it themselves).
We keep getting board damaged by strapping and how they are stacked causing chatter between boards which ends up marking them.
They take an eternity to get back to you, once they have your money they don't really care.
We did a little experiment, after a delivery/collection attempt the driver left and said they would be in touch, more than a month later..... nothing! We had to contact them again.
I have escalated my complaint but that hasn't helped either, with regards to the damaged boards they pretty much said take it or leave it that's how it is. They have offered a collection an refund but the job is 60% completed now! No interest in changing their ways and learning by their mistakes.
The decking is easily marked, warps in the sun and the darker shades get to over 70c in direct sunlight.
Thinking of swapping it all for thermowood decking now.”
“Absolutely shambolic company with no customer service.
First the delivery came 3 weeks after being told it was a 1 week lead time. I then get a call from a miserable man saying it's being delivered on X day you will get a text. I get no text and a driver just turns up. They send the wrong amount and also lots of damaged ones.
We have to fight tooth and nail to get more, and they left us with a huge gap (unsafe) in our decking which we had to pay for timber to cover up, before they'd send more. This wasn't easy.
They send more many days later... yep, all damaged.
Again more fighting, no apologies and days later we get sent more, and yep.. some were damaged.
No real goodwill offer, no replies, and Travis Perkins are chasing all the time (or so they say). I've messaged Cladco direct and nothing.”
“Awful experience.
They took our money promising to delivery something that “apparently” had in stock but with a delivery of 10 days from the day we placed the order. Guess what??? We never heard from them again. We have tried it all. Calling, emails, and nothing. We are now contacting our bank to revert the transaction. AVOID. Scumbags.”
“My name is Mrs morse what a joke this company is the first time they tried to deliver I was at home the driver didn’t knock at the decided he could get done are road so had to pay again for them to deliver l was not happy but paid ,they said would have to be here to sign for it which I was this was a joke the lorry wouldn’t come down my road when it was order we were told lt would be the same size as a dustbin lorry which is ok as they are able to collect the bins.when it arrived the lorry wouldn’t come down so all the decking had to be carried down the road the driver didn’t help what a joke it was lucky he was working local if I couldn’t had got hold of him they would have probably had to take it back as I wouldn’t had be able to carry it .it’s a shame really as the sample pack they sent I have shared but after what happened I will no recommend my husband does a lot of building work and he probably would have said to use them because I had to pay for delivery again this will not be happening my plan is to share this on face book and market place l would like them to give me my delivery payment back ,I will give them to the end of may to do this ,they I will start sharing my experience with social media”
“Composite decking faded to a horrible dull colour within 2 weeks of laying. A few spare boards and off cuts we had have kept the design and pattern only because they were wrapped up under cover. Wasted £2000”
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