“placed an order 7/7/15 @ 07:15 for 74 deck boards, chose this company as delivery in 4 days, giving me a chance to do the ground work and not having to collect was a bonus, no email recieved by saturday 11th July, so I called, Haulage department says Wed 15th! so then this makes it over 5 working days! they dont see a problem with this, I then spoke with the General Manager (saturday 11/7/15 and he stated he needs to speak with haualge, they told me i need to speak with the general manager!! all they can say they are driving from Yorkshire! and ?? I live in an area where its not a surcharge on their map!!
really poor service!! and now got wait for a call back, just goes to show buying cheap is not the way, should have stuck to my previous decking merchant! wont be recommending to anyone.
please be wary.”
“I ordered a decking kit from Edecks (which arrived days late when I was at work so I couldn't check it) The quality was awful when I complained I was repeatedly told that my photos showed acceptable levels of knotting and splitting and cracks!! They said I should arrange return and pay a 20% restocking fee. This is ILLEGAL and only when I pointed this out did they suddenly realise they could collect the decking. A month later no refund no answer to my phone messages.... luckily I paid with a credit card and was able to get my credit card company to charge the money back.
Cowboys and crooks”
“This customer care exchange sums up Edecks. I placed a small trial order first as I'm doing a lot of work and this was the result:
I placed an order on 12 June and do not have a confirmed delivery date . Last email stated difficulty in delivering my item. If you cannot deliver please give me a refund and I will order elsewhere. This is really unsatisfactory. You don't even say what the problem is. Mr Pallot
23 June 2015 09:54:25
Thank you for contacting eDecks Customer Care Team. We are sorry to hear you have experienced problems with your recent eDecks Order. Unfortunately we have stokc issues with thr products ordered. We jave set your order to cancelled and a refund will be processed as quickly as possible. Please accept our sincere apologies for any inconvenience we may have caused.
Really disappointing and will not deal with them again. Interesting spelling!! in response.”
“I wished i went through the reviews first, made an order 2 weeks ago, when i called they promised delivery 5 days afterwards, this did not happen, then i called again they gave date of sat, this did not happen. I phoned to raise my issues i was confronted by hostile staff, i was told they only go by their electronic system which of course also did not work, stay away unless you love drama, a company like this should not excist in 2015.”
“Item received is poor quality, dirty and lose. I have not received any screws or means of building item and I am not able to contact e decks (no response to my calls/e mails) to rectify. I would never use them again.”
“Do not use this company.
I never write reviews, but these people are dreadful. We ordered fencing and they provided a whole day delivery slot (up to 8 PM). Ours was Saturday and apparently you can only change this if you call within an hour of receiving the delivery date email. Then, if you do catch them in that time slot, they just take it off the lorry and put it on the next lorry for your area for the next random date. Our delivery arrived Friday afternoon (!) when the email stated Saturday delivery. One of the panels we ordered was damaged, which we noted on the delivery slip. We took photos and sent it to them online and they agreed to replace it. We got our whole day delivery slot and left the panel for them to change at the side of the house, which they did. With a completely different design of fencing! We are now chasing replacement of this fence panel with the correct design.
You have been warned...”
“Very poor customer service.
The first batch of reject joists we ordered were not reject but unusable! They arranged to collect over 2 weeks - still no refund.
The second order that made came with missing lengths, most of them were damaged, marked, paint stained. Customer service appalling! Spent 2 days emailing and leaving voice mails - no-one returns your call.
Eventually got through only by passing through to sales (funnily enough they answer!)
DO NOT USE THIS COMPANY!!!!
If you have any problems after they are not interested, they do not sort it out, they do not replace damaged items and certainly do not refund returned, i would take a wide berth!
They market themselves as one of the bigger "deck" sellers this is why i chose them, however i wish i read the reviews first. Ive certainly learnt my mistake and lost of money in the process.”
“Very Poor Customer Service! Beware when purchasing!
I was looking for decking online and came across edecks. The website looked good and professional so thought i would give them a call and get some advice regarding decking boards that i needed. I'm no expert in decking so thought i would call and get some advice and make a purchase over the phone.
When I ordered the decking I placed the order over the phone at which point the difference between nominal and finish sizes where not mentioned. As such I ordered based on the information that was supplied to me over the phone. The quote and order email that I received did not mention the nominal or actual sizes. The only sizes that where mentioned throughout the call and email where a size of 150mm x 32mm and not the actual size of 140mm x 28mm.
When i tried to call i was told i needed to write an email and send in pictures with the measurements which i did. I told them that i was never told about the difference between actual and nominal size over the phone or via the email order confirmation. Julie (from edecks) reply was very disappointing. In a nutshell her answer was that its not there problem. All email and phone sales should have nominal and actual sizes quoted, not just the nominal size. After doing some research many of the more reliable providers will give both the nominal and actual sizes. Unfortunately edecks have failed to do this via phone and email orders.
Boards Ordered:
The actual boards that i reicieved dispite the above issues where ok. I'd say 20% had knots and where bent.
Would i order again?
No. Unfortuately i wouldnt due to the above issues and very poor customer service especially from a company who portray a professional image which clearly it isnt.”
“Rang to check before ordering decking and ground membrane, and was led to believe delivery would be the following week. This worked for me so I placed the order online. I then received an email advising the delivery would be in 2 days when I could not be around. They returned my call after two phone and 1 online messages.
I was given the party line and advised I could rearrange if I paid £60! Or they will leave it on the drive in an agreed place and the driver would call before delivery; this is the option I chose.
I left for work the following morning to find it already delivered with no call from the driver at all, even though there were cars on the drive! I was advised they had used a different haulage company who had delivered too early to call! Unfortunately the load was now not in the agreed place and on show for potential theft which would have been my responsibility.
The standard of the decking I have to say was ok with only a couple of minor issues, although if you are also purchasing fascia boards I would suggest just buying longer decking boards as they exactly the same.
The standard of the 'super heavy' membrane however was extremely poor to the extent that I questioned whether I had received the wrong one. Apparently I hadn't! It's not fit for purpose.
The basic concept of delivery is round the wrong way. You have to order to then be given a delivery date. You as a customer cannot choose the delivery date unless you pay. The customer should choose a suitable delivery date not Edecks.
Overall the decking was acceptable but the customer experience was not. The service is there to suit Edecks first, not the customer unfortunately.”
“Just had premium composite delivered on removing the packaging all the decking damp and Mildew.
Now waiting to hear from customer services.
Wish I had read the reviews before ordering!”
“Even tho I recieved the decking on time, there were lots of faults with it. It wasnt reject so was dissapointed that there were so many pieces i could not use, Its cheap for a reason and the hassle and cost to sent it back is not worth it, so I would suggest buying the rejected timer and decking from there anyway if you dont mind that. as premium will turn up just the same. other wise invest more money and go somewhere where you can see the decking first”
“8 working days late, if you include the weekends then 12. I had to chase them twice as had no delivery slot booked.
The delivery driver rang the day before and told me I could have it delivered at either midnight or 6.00am the next day . SERIOUSLY!
Sadly the decking finish is not very good quality and that was the premium deck.
I wish I'd bought from the local timber yard, even if it had cost more.”
“Complete delivery due Thursday never arrived, complained Friday. Edecks did offer to send only the joists to arrive sat before 12. Which did arrive but the quality of wood was poor. Boards should of arrived Monday, never arrived. Was told they would deliver wednesday. 6 days after the original delivery date! Cancelled board order, then was told a 4% restock charge would be applied even though boards had never left the yard! Avoid!”
“Don't usually write reviews as they can be a bit extreme so here's a fair one. Used them twice, first time a load of decking which arrived three days late but the product was fine, good enough quality for the price. Second order was going to be 5 days late, so had to cancel.
This is the problem with this company: delivery is a scam
. They have no intention of delivering within advertised time frames (4 days) both times I had to chace them and both times was offered a courier for express delivery at a substantial additional fee. Customer care is atrocious - they will openly lie to you. They will also try and charge a cancelation fee, which they have no legal right to do (just check Citizens Advice website). Strongly recommend you avoid this company, as the value prices are not worth the frustration of dealing with such obvious charlatans.”
“Appalling after care service. We very carefully picked artificial grass from samples sent to us by eDecks and they sent the wrong product!!! On complaining we were told that the sample sent had been incorrectly labelled. After much back and forth via their awful e-mail service we were told to sent the roll of grass back and they would find out who the supplier was and then reimburse us. All well and good but we were expected to pay for the return via courier. Numerous messages left on their customer support number but never received a call back. We are now stuck with a roll of grass that is not the one we so carefully chose. Absolutely awful service DO NOT USE THEM!!!”
“One of the worst company's to deal with, ordered decking kit took two weeks to come even after paying extra for the quick delivery 3 days.
When decking was delivered, left chucked on the drive by a third party courier, don't seem to ever answer phones always a promise from someone to ring back very poor after care doesn't exist, if you want your decking to look like pallets then this is the place to buy.”
“After a case of fraud WORTH £1500 from the edecks team I luckily got my money back thru the consumer affairs
IF YOU HAVE NOT BEEN TREATED FAIRLY BY EDECKS CALL THE CONSUMER AFFAIRS ON Citizens Advice
0345 404 0506
0345 404 0505 (Welsh language
I SAW MY MONEY BACK WITHIN A WEEK”
“I have to say I don't normally write reviews but I am so enraged by edecks lack of customer service. I ordered handrails with bars to go round decking over £700 worth, poor quality and look cheap the fittings were useless and my carpenter made them so they would slot into one another otherwise they would have probable blown over in the wind. I ordered with them the 4x4 posts and caps to fit, they have sent caps that are to small. One would have thought a simple phone call to rectify but oh no you log a ticket, (they are not an IT company so not sure why they take this approach) other than to avoid customers and rectifying any issues at all possible costs. I get an email back saying I could return them with a 20% restocking fee when they put the wrong cap sizes in with the wrong posts and then when I did get through to be told no they weren't wrong. Then she hung up on me. This company has the poorest after care service I have ever come across and the products are not great in quality either. Would never ever order from them again.”
