“Product arrived damaged. broken glass, window section damaged and a section to the roof untreated(bare wood). 2 whates app pictures from us and photos from delivery driver and 5 phone calls later, still matter not resolved a week on.”
Good Afternoon,
We would like to thank you for providing your feedback on your journey with us.
Please accept our apologies for the parts that have arrived damaged, as we do aim to provide you with the item you have ordered, and in a satisfactory condition.
We can see that a member of our Customer Care Team has been in contact with you, and your concerns of the parts is being processed to resolve this for you.
We are sorry for the disappointment caused with the item that you have received on delivery.
Kind Regards,
elbec Garden Buildings
“To be honest this didn't start off as Elbec Garden Buildings fault. The delivery people from Forest Garden gave me a three day timeline in which they were going to deliver. I phoned up on the last day (as I was going away) to check they were delivering that day. They said they were going to deliver but didn't. So I contacted them to ask them not to deliver as I was away that night. They said they wouldn't deliver, but did. They left the three planters I bought at the front of the house in full view of the road. They said they left it at the side of the house which was a lie as I live in a converted garage which is attached the the garage next door i.e there is no accessible side to my property. I managed to get someone to take a look at the items and they found that they were incomplete so Forest Garden did not check the products before going out. I ordered planters. Two of them had no sides, base or front. The other had no screws. Then it takes two weeks whilst I am on holiday to try to get them picked up. Eventually they were picked up and Forest Garden said that I would have to contact Elbec for a refund which I have done. The useless planters were picked up over a week ago and still no refund nor correspondence to let me know what is going on. So I have made a chargeback through my card issuer to try to get my money back. I ordered on 31st July. It is now 27th August and I have no planters and no refund. Really bad service hence the reason for the 1 star review.”
“Ordered and paid for in June - first delivery 7th July all the floor was smashed to bits- second delivery date 13th Aug - then they call to say they don’t have any delivery drivers but would be delivered the next day instead. Lorry turns up with no potting shed in it - so he had driven 173 miles without product on board. Next delivery date arranged- for today the 19th of August. This time there was a hole in the floor and wood split. 2 more panels unloaded and the same split and wood with chunks out of it. At my wits end with the company as the summer almost over. There are resellers for shire who although a big company must do very little quality checks - so sad and disappointed”
“I ordered three planters. They didn’t arrive on the day they should have despite me phoning to check as I was going away. I requested them that they weren’t delivered. So they have been delivered whilst I was away to an empty property and left at the front of my house in full view of the road. That would be ok if it wasn’t for the fact that I have three backs, two sides one front and no base's. Can’t make planters out of that. However they won’t refund until the planters are back in the warehouse and despite not being contacted for delivery they won’t collect without speaking to me. I am on holiday with no phone. I just want them to be collected and have a refund. They are at the front of my house in view of the road. If I had bought them elsewhere I don’t believe I would have had this issue.”
“Very disappointed in this product, flimsy, nails/pins missed through timbers, rough timbers which is not good as we install many sheds into big nursery groups so may have to remove this and replace with a better quality product from elsewhere. Will not be using yourselves again!!!”
“Delivery failed 3 times (despite being told they were on their way) and product very flimsy with some damaged parts. Elbec did offer to send some replacement parts but it wouldn’t make product any more secure so I didn’t bother. Putting a lock on this thing is about as effective as a chocolate fire guard. Wouldn’t buy again.”
“Shed arrived with a ‘shed load’ of damage. Doors were smashed, pieces of cladding were broken, dead knot holes everywhere, felt damaged and very poor hardware. When I tried to get this sorted it was clear they wanted to just push the problem down the road and hope it went away. AVOID AT ALL COSTS! Unfortunately it wouldn’t let me add photos to show the extent of how poor this was.”
“Very poor service, your sending me a review form for something I don't yet have and you have cancelled delivery of twice now. You refuse to acknowledge any blame stating its manufacturing or its machinery braking down. I have organised men twice to be onsite to take delivery and erect sunhouse and twice you have failed to deliver.Customer is obviously extremely unhappy as well.
You cover yourself by saying until it's delivered customer should not make any move with respect to organising any works towards erection etc of structure.
You also refuse to accept any blame for your lack of customer service. I was given a have it or don't have it feeling from staff showing no respect to the fact you have had my money for a long time now, some kind of acknowledgment of blame must eventually be layed at your door but you blame the other person all the time.
I have lost over £400 in hotel bookings for staff as we are away from base for this installation, I was tolled I should have waited how can you wait to organise hotels and staff without booking things.
In short I am expecting some kind of compensation because I have to explain this to customer and lose money on hotels, your policy of no blame doesn't cover your commitment to customer service etc.
I hope you have decency to reply to this if only to show some sort of customer service,”
We are deeply sorry for the delays in your delivery caused by an unexpected machinery breakdown. We understand how frustrating and inconvenient this situation has been for you, and we sincerely regret any distress it may have caused.
Our records indicate that both elbec and the manufacturer have kept you regularly informed via telephone and email. You should have recently received an update with a new delivery date.
Please rest assured that we are closely monitoring your order until it is successfully delivered. We are committed to ensuring that you receive your item as soon as possible.
We sincerely apologise for the inconvenience and greatly appreciate your understanding and patience during this time. In the interest of transparency, we do not cherry-pick customers for reviews and invite all customers to share their experiences, whether positive or negative.
Any compensation that may be due is determined with careful consideration and in full compliance with our consumer obligations to you
Thank you once again for your patience and understanding.
best wishes
elbec Garden Buildings
“Very thin and more holes than a sieve !!! Roof felt like paper , doors don’t meet in middle , gust of wind will blow it over. Floor very poor , feels like you’re going to go through it. Would not recommend”
“Ordered on 19th May and only received my order on Saturday 22nd June with the hinge pack missing! Comment from the driver was oh it’s not been loaded it will come next week!
Poor service!”
