“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.”
“I brought the 4.2 meter decking kit the deck boards r really thin and flimsy it's bouncy never gave enough boards and the joey wasn't enough don't waste ur money”
“Very Poor service, rude staff and need to find drivers that know how to deliver to addresses correctly. got charges additional money due to the fact that the driver didnt know the address and the so called customer service peoples answer to me was "how do you expect us to know where the address is we are from up North" pretty much says it all really.... had to pay the money otherwise they were going to refund a % of my order if I cancelled so I didnt have any choice.... Buyer beware they do not care”
“My builder charged me over £2000 for a quantity of edecks composite decking and laid it last year. Within 6 months it had started to retain water, warp and come apart. It looks shocking. When it's icy it's absolutely lethal and I 3 months later I am still in pain from a fall on it in December. I have phoned, emailed and tried repeatedly to speak to someone about this but they are completely uncontactable. Their 'support ticket number' system is nonsense. Nobody will speak to me about this. Absolute cowboys and yes, I am considering legal action.
HORRENDOUS PRODUCT. COWBOY COMPANY. AVOID AVOID AVOID.”
“I ordered some decking that should have arrived in a transit, it arrived on a 7,.5tonne lorry, at one end of my road there are width restrictions but none at the other end. The driver called to say he couldnt get through so we tried to point him in the right direction however being a company that deliver they should have at least gone round the block to check other access, and the fact that teh truck had been overloaded and there was celotex hanging over each side of the vehicle stopping him getting thorugh was not our issue, the company have tried to blame us for this however there is access!. So they took the load back to the depot and have charged me another £30 for delivery on a transit just because the driver could work out how to drive round the block. you cant get hold of anyone by phone they keep asking you to log tickets.... although when they want money they called me straight away (funny that) . The girl that called me wouldnt listen at all, I have proved that the issue was not my fault however they are still charging for redelivery I think the customer service is disgusting, please beware becausr they spout loadsd of stuff that isnt in their T&C's and just have you over a barrell, I couldnt even get a refund because they were also on top of the failed delivery charge (Yep) huh failed by whom, they were going to charge me a restock fee!!! the complete amount would have been a third of the total order paid for and I couldnt afford that. They cant go around doing this, one of the excuses was thay they dont use SATNAV and are from Yorkshire so how do we expect them to know the road near us..... They need to move with the times or get new delivery drivers that know how to drive round the block!!!! disgusted with the lack of customer service and the fact that you can do nothing about it, they have your money and that is all they are interested in....
Buyer Beware”
“I recently purchased over £300 of timber and was provided an estimate delivery date of Friday 23rd January. I took the day off work to ensure successful delivery of the order. Surprise surprise, there was no delivery of phone call. I logged a case to investigate the delay and was referred to edeck's haulauge team. Instead of receiving an apology for this poor service, I was told that all deliveries have a 2-3 day window. This is insane.
AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID and AVOID at all costs!”
“Really poor service. Stated 3 working day delivery. After three days I called them to make sure it would be delivered, and no, they weren't delivering it until the seventh working day, but they promised me it would definitely be delivered then. That would have been a Friday, and I absolutely needed my order for the Saturday. When did I get it? The following Tuesday. Called to complain, they promised to call back after looking into it. Did they? No. Avoid at all costs. I will certainly never use again.”
“Hello,
We bought Edeck composite deck and installed it a year ago, and 6 month later all the decks are twisted. For the price of it, it's totally unacceptable.
After few email exchanges, we haven't received any feedback about the claim, even if we provided all the requested evidence about the installation.
We are ready to start a legal procedure, so if anyone is interested having the same problem with the same material, and would like to join us in this direction, please let us know.
In that case, I would open a facebook account "Claim on EDECK composite deck" to raly the maximum number of people with similar claim in order to put pressure on this unreliable supplier.
All the best”
“Avoid Avoid Avoid
Do not buy from eDecks!!!
I spend £500 on so called ''Swedish Redwood Decking has many qualities, resistance to shrinking, warping, enhanced durability and also ages well'' and received split, knotted, 2nd quality wood with holes!!!! I did not buy REJECT wood!!!
After weeks of emails back and forward I ended up with reply of nothing.
On the day of order I was on the phone with company and was advised to raise the ticket which I did. I was promised compensation towards lack of the quality of the wood. Decided to go recommended route from the company to avoid costs of sending the items back as I was told it would be my expenses.
This where I ended up
Dear ....
Ref:
Please click your support ticket number to reply through the eDecks portal
Status: Ticket closed
Please accept our apologies for any inconvenience that may have been caused to you. We believe your request has been dealt with in the appropriate manor and hope you will be satisfied with the outcome. If you have any further problems please feel free to call a member of the customer care team on 0844 474 4444.
Support Log:
01 October 2014 14:28:49
Return Created.
01 October 2014 14:28:49
Dear eDecks, I'm not happy with the product. I was advised by one of your employees to buy this one instead of reject hard wood or rejected heavy duty one. quality of this wood is horrifying and I am requesting compensation. In order to prevent any more cost I can keep this order but it has to be priced as rejected heavy duty decking. coverage 162 running meters =£255.20
01 October 2014 14:40:01
Thank you for contacting eDecks Customer Care Team. If you would like to return any items to us for a refund or exchange please do so to - eDecks c/o Kennings 1a Hook Rd Goole East Yorkshire DN14 5JB Please ensure you include any order ID's and RMA numbers with the items so we can identify who they are from. Once all items are received by us, inspected and booked back into stock a refund will be processed to your payment card.
01 October 2014 14:40:06
Status changed to Awaiting Customer
08 October 2014 17:19:45
Hi Jayk, it's been a week now since I raised my ticket and still awaiting answer from you.
09 October 2014 08:51:22
Thank you for contacting eDecks Customer Care Team. If you would like to return any items to us for a refund or exchange please do so to - eDecks c/o Kennings 1a Hook Rd Goole East Yorkshire DN14 5JB Please ensure you include any order ID's and RMA numbers with the items so we can identify who they are from. Once all items are received by us, inspected and booked back into stock a refund will be processed to your payment card.
09 October 2014 08:51:34
Status changed to Awaiting Customer
20 October 2014 15:07:05
As I stated in my first letter I request at least compensation , to avoid any further cost related to returning the items as agreed to manager on the phone on the day of delivery. I send you all the photos in my first mail. Did you received all 60 odd pictures showing your product? if not I can resend them. Regards
20 October 2014 16:53:13
Please be advised we will not offer any form of compensation. Our Sales staff are 'Advisers' it is the Customers choice for product. As stated previously : If you would like to return any items to us for a refund or exchange please do so to - eDecks c/o Kennings 1a Hook Rd Goole East Yorkshire DN14 5JB Please ensure you include any order ID's and RMA numbers with the items so we can identify who they are from. Once all items are received by us, inspected and booked back into stock a refund will be processed to your payment card.
20 October 2014 16:53:16
Status changed to Awaiting Customer
22 October 2014 22:47:55
Its not what one of your customer service Ladies told me on the day of the purchase. I am disappointed with your ways of dealing with my case.
22 October 2014 22:49:12
Its not what one of your customer service Ladies told me on the day of the purchase. I am disappointed with your ways of dealing with my case.
23 October 2014 09:53:58
Status changed to Complete
Kind regards,
eDecks Customer Support
NO REPLY email”
“DO NOT use this company !
I wanted some non slip strips to put on existing decking. The information both from a phone call to the company and from their website stated that the strips can be installed using just a screwdriver !! So I ordered the strips, they arrived - no pre-drilled holes. I called they apologized and said they had sent me the wrong item but no correct item was available so would I like a discount or return and refund. They reneged on either and told me it was perfectly possible to install and countersink the screws into the fibre glass strips with a screw driver............... the long and the short of it is that I had to pay someone with a decent drill bit and countersink bit to install these strips.
Through the many phone calls the person I spoke to was rude and uninformed. I challenge any of them at edecks to install these strips with just a screw driver !!
Unpleasant, no customer service and no integrity !
BEWARE of this company”
“This is the second time I have ordered with edecks and I will never order again. I was supposed to receive insulation boards and 7 days later still no sign of the materials. Having finally got through to a very rude sales lady called Rebecca she informed me that the 5 day lead time is just a guideline and they can't guarantee when the materials will arrive. Having questioned this response and asked to cancel my order as this level of service is unacceptable, Rebecca informed me that there will be a 4% cancellation charge on my order, to which I again questioned and received the response 'I don't make the rules'.
We are a construction company turning over circa £15m per annum and we can not run our business waiting for inept suppliers. They have now lost a fairly big customer.
Beware when ordering from this company of a terrible level of customer service and be prepared to wait a long time for your goods to be delivered.”
“They're very informative about what you need to build your decking when you ring up to order - how many joists and supports, how much decking, how many clips etc... but, when you call back a year later because the composite decking has curled and warped because the clips provided are terrible - they refuse to accept responsibility and claim it's an "installation error", even though you followed their instructions to the letter, "fit more joists and clips" they say, and then completely ignore you. "can i have more clips?". no answer.
Best avoid eDecks, and best avoid composite decking IMO.”
“ALERT!!! Do not buy from edecks.... they sold me faulty composite decking that bent and got deformed after just 10 months from installation. We sent pictures and all the evidence requested. We have waited for 2 MONTHS!!! NO ONE EVER had the decency of calling, just the random email. They even said " As composite is a fairly new product is it only of recent that any issue(s) have arose".... I know!!! I had them on my patio!!! Embarrassing Customer Service and terrible products!!! Avoid edecks.co.uk”
“Hi we have had edecks plastic decking down for only 6 months when we noticed huge problems with it - 25 years is a joke to last - our fitter refuses to do anything even though he has seen it and had our photos, he says edecks has not responded to him and its been weeks - be careful dont spend hundreds like we have and have a rubbish product and bad vibes,,,,,,,,,,Ellen Coker”
