“Coming any went into administration but luckily for me I payed with my Mastercard so have got my money back.
WHY are you still advertising thought when people won’t receive there goods!!”
“I purchased a shed from Elbec and agreed a delivery date. I was later contacted by the manufacturer of the shed with a different delivery date. After discussion they agreed in writing to honor the original date. 2 days prior to delivery they emailed me with another later date. Despite contacting the manufacturer they would not honor the original agreed date. I contacted Elbec for assistance but they were unable to help. Indeed the lady I spoke to appeared to be dismissive and really not interested in helping.”
Good Morning,
Thank you for taking the time to leave your feedback. We’re sorry to hear about your experience and, in particular, that the delivery arrangements changed despite the original date having been agreed with you.
We understand how frustrating this must have been, especially after you had contacted the manufacturer and received confirmation that the original delivery date would be honoured. We are also sorry to hear that you felt our response when you contacted us for assistance was dismissive. This is certainly not the level of customer service we aim to provide.
We appreciate that, as the retailer, you contacted us expecting us to assist in resolving the situation, and we are sorry that we were unable to provide the support you were looking for at the time.
Thank you again for bringing your experience to our attention. Your feedback is important to us and will be taken on board as we continue to review the service we provide to our customers.
Kind Regards,
elbec Garden Buildings.
“Absolutely atrocious service, steer well clear. Ordered a shed on 13th May, to be supplied and fitted on Monday 27th July. They phoned at 3:34pm on the Friday [24th July, after I'd taken down and tipped the old shed that it was replacing, and told me they couldn't supply the shed for Monday, and had no idea when it would be delivered and erected. Subsequently, I cancelled the order and asked for a full refund [£1042.99p]. As the refund hadn't arrived 8 days later, I contacted them to ask why and discovered they'd gone into administration. Whether I'll get my money back I don't know but these people should never be allowed to open a business again.”
Good Afternoon,
Thank you for taking the time to leave your feedback. We are very sorry to hear about your experience and completely understand your frustration and disappointment.
We appreciate how upsetting it must have been to prepare for your installation, including removing your existing shed, only to be informed at short notice that your order could not proceed as planned. We also understand the concern and uncertainty caused by the subsequent administration process and the impact this has had on your refund.
We sincerely apologise for the inconvenience and distress this situation has caused. While we recognise that this does not change your experience, we appreciate you taking the time to share your feedback.
We wish you all the best for the future and are sorry that your experience with us ended in this way.
Kind Regards,
elbec Garden Buildings.
“We are a charity. We paid over £5k for a shed. You cancelled our order and kept the money, because you are in administration. Then have the cheek to ask me for a review. 0 stars”
Good Afternoon,
Thank you for taking the time to leave your feedback. We are truly sorry to hear about your experience and completely understand your frustration, particularly given the significant value of your order and the impact this has had on your charity.
We sincerely apologise for the distress and disappointment caused by the circumstances. We appreciate that receiving a request to leave a review in these circumstances would have added to your frustration.
While we recognise that this does not change the situation, we are genuinely sorry for the impact this has had on you and your organisation. Thank you for taking the time to share your experience, and we wish your charity every success for the future.
We ask that you contact our Customer Care Team with your order details, who can review this further for you.
Kind Regards,
elbec Garden Buildings.
Good Afternoon,
Thank you for taking the time to leave your feedback. We’re very sorry to hear that you have still not received your order.
We understand how disappointing and frustrating this must be, and we sincerely apologise for the delay. If you have not already done so, please contact our Customer Care team with your order details so that we can investigate the status of your order and provide you with the latest update.
Thank you for your patience, and we apologise again for the inconvenience caused.
Kind Regards,
elbec Garden Buildings
“How can I leave a review of a product I have not received, poor website, misleading information, lack of updates, takes over a week to reply to any emails, if I ever receive my greenhouse, I still won’t be leaving a good review.”
Good Morning,
Thank you for taking the time to leave your feedback. We’re very sorry to hear about your experience and understand your frustration, particularly as you have not yet received your greenhouse.
We sincerely apologise for the delays in responding to your emails and for the lack of communication regarding your order. We appreciate how disappointing it is when you are left waiting for updates, and we are sorry that the service you have received has not met the standards we aim to provide.
We would like the opportunity to investigate the status of your order and provide you with an update as soon as possible. Please contact our Customer Care team with your order details if you have not already done so, and we will be happy to assist.
Thank you for bringing your concerns to our attention. Your feedback is invaluable and helps us identify where we need to improve both our communication and customer service.
Kind Regards,
elbec Garden Buildings.
Good Afternoon,
Thank you for taking the time to leave your feedback. We’re sorry to hear that you are still awaiting your order and have not yet received a confirmed delivery date.
We understand how frustrating it is to be waiting for your garden product, particularly when you have not been provided with a clear update. We apologise for the inconvenience caused and appreciate your patience.
If you have not already done so, please contact our Customer Care team with your order details and we will be happy to look into the current status of your order and provide an update where possible.
Thank you again for your feedback. We hope to have your order delivered as soon as possible.
Kind Regards,
elbec Garden Buildings
“I paid for someone to help me assemble the shed on the day it was due to be delivered, but found out a week or so before that it would be delivered a day later than planned. When it was delivered, i asked if there were instructions and told they were in the pack, but they were not. I only found this out having paid for someone to help me assemble it today. Which we were not able to do without the instructions.”
Good Morning,
Thank you for taking the time to leave your feedback. We’re sorry to hear that your experience did not meet your expectations.
We understand how frustrating it must have been to have arranged assistance for the assembly, only to experience a change to the delivery date and then be unable to begin because the instructions could not be located.
The assembly instructions are normally secured to the underside of one of the panels, and we apologise if these were not immediately apparent. As soon as we were made aware of the issue, we provided you with a copy of the instructions by email so that you could proceed with the installation.
We appreciate your feedback and are sorry for the inconvenience caused. Your comments help us identify where we can improve both our products and the information provided to customers.
Kind Regards,
elbec Garden Buildings
Good Afternoon,
Thank you for taking the time to leave your feedback. We’re sorry to hear that you are still awaiting delivery of your order.
We understand how frustrating it is when you are waiting for your garden building to arrive, and we sincerely apologise for the delay. We would encourage you to contact our Customer Care team if you have not already done so, and we will be happy to provide you with the latest update on your order and expected delivery timescale.
Thank you for your patience, and we apologise again for the inconvenience caused.
Kind Regards,
elbec Garden Buildings
Good Morning,
Thank you for taking the time to leave your feedback. We’re sorry to hear that your delivery did not arrive as originally scheduled and that you experienced a further delay before receiving your order.
We understand how frustrating delays can be and sincerely apologise for the inconvenience caused. While we always strive to deliver within the advised timescales, we recognise that this fell short of the service you expected.
Thank you for bringing this to our attention. Your feedback is important to us and helps us continue to improve our delivery service.
Kind Regards,
elbec Garden Buildings
“Received order but it’s still sat in my garden waiting for it to be installed. Very disappointing and even more frustrating that I don’t know when it will be done either as they don’t have a date yet.”
Good Afternoon,
Thank you for taking the time to leave your feedback. We’re sorry to hear that you are disappointed with the installation timescale and understand how frustrating it must be to have the building waiting in your garden without a confirmed installation date.
Installation services are arranged separately from delivery, and we appreciate that waiting for an available installation date can be inconvenient. We would recommend contacting the installation team directly for the latest update regarding your booking and expected timescale.
We are sorry for any inconvenience caused and appreciate your patience. Thank you again for sharing your feedback.
Kind Regards,
elbec Garden Buildings
Good Morning,
Thank you for taking the time to leave your feedback. We’re sorry to hear that you were disappointed with your delivery experience.
We understand how frustrating it can be when a delivery does not take place as expected and appreciate the inconvenience this may have caused. We sincerely apologise for any disruption to your plans.
As advised within our delivery information, we recommend that customers do not arrange assembly until the garden building has been successfully delivered and all components have been checked. This helps to avoid any unnecessary costs should there be an unforeseen change to the delivery schedule.
Thank you for your feedback. We value your comments and apologise again for the inconvenience caused.
Kind Regards,
elbec Garden Buildings.
“When I received the product I rang your office to complain, but I was painting it by then.no body rang me back .I paid an oak frame carpenter to erect it at one stage he refused to carry on .the greenhouse is shocking , the quality of the timber the joints ( shocking ) . We are still out of the country at the moment but when we get back I will be contacting my solicitor/ trading standards, We are back on the 24th July I suggest you arrange for a representative from your company to come to our home to inspect.
Mr Terence Thomas Salmon”
Good Morning,
Thank you for taking the time to leave your feedback, Mr Salmon. We are sorry to hear that you are dissatisfied with your greenhouse and the experience you have described.
We take comments regarding product quality and customer service seriously, and we are disappointed to learn that you feel your concerns were not addressed when you initially contacted us. We understand how frustrating this must have been, particularly after arranging for a professional installer to assemble the building.
As a retailer, we are committed to investigating any concerns raised about the products we supply. Upon your return, we would encourage you to contact our Customer Care team directly with your order details and any photographs that demonstrate the issues you have identified. This will allow us to review the matter fully with the manufacturer and determine the most appropriate next steps.
Thank you for bringing your concerns to our attention. We remain willing to review the issues raised and work towards a resolution.
Kind Regards,
elbec Garden Buildings.
Good Afternoon,
Thank you for taking the time to leave your feedback.
We’re sorry to hear that your experience did not meet your expectations.
We apologise for the delay to your delivery and understand how disappointing this must have been. We also appreciate your concerns regarding the assembly instructions, panel gaps, and the leaking window. We would like the opportunity to look into these issues further and assist in resolving any concerns you may have.
Please contact our Customer Care team with your order details and, if possible, photographs of the areas mentioned so we can review these with the manufacturer and work towards a suitable resolution.
Thank you again for bringing this to our attention. Your feedback is important and helps us continue to improve our products and service.
Kind Regards,
elbec Garden Buildings.
“absolutley terrible, the arch is faulty have provided numerous photos's and opened a case with Paypal, Elbec agreed to arrange a collection with forest garden ,however the collection driver never showed up, despite waiting in all day, Elbec now have changed the agreement and instead of re-arranging are insisting I return the arch at my own expense, this is completely unacceptable, its not my fault the orginal collection did not turn up, I should not be held hostage because elbecdo not wish to pay the refund and Forest Garden haven't collected the arch. I may well take legal advice as this is out of order on all counts.”
Good Afternoon,
Thank you for taking the time to leave your feedback.
We are sorry to hear that you have been unhappy with the handling of your concern and appreciate your frustration regarding the failed collection attempt.
We understand that you had provided details and images of the issue and that a collection was arranged. We apologise that the collection did not take place as expected, and we appreciate the inconvenience caused by having to wait in for the driver.
We are reviewing the matter with the relevant parties to understand what happened and to ensure the appropriate next steps are taken. We are committed to working towards a resolution and will continue to communicate with you directly regarding your case.
Thank you for bringing your concerns to our attention.
Kind regards,
elbec Garden Buildings
Good Afternoon,
Thank you for taking the time to leave your feedback.
We are very sorry to hear that your order could not be fulfilled as expected and appreciate how disappointing this must have been, particularly after waiting for over a month.
We understand the frustration caused by being advised so close to the expected delivery date that the item was unavailable. Your comments have been noted and will be shared with the relevant teams to review how availability updates and communication can be improved.
We apologise for the inconvenience caused and thank you for bringing your experience to our attention.
Kind regards,
elbec Garden Buildings
“Quite possibly some of the most dreadful service I have ever received. After multiple phone calls and emails the projected delivery was delayed 5 times. After 5 weeks, I gave up waiting and went elsewhere.”
Good Morning,
Thank you for taking the time to leave your feedback.
We are very sorry to hear that your experience did not meet your expectations. We understand how disappointing it must have been to experience repeated changes to the expected delivery timeframe, particularly after waiting several weeks.
We appreciate the frustration caused when delivery dates need to be revised, and we regret that on this occasion we were unable to fulfil your order within the timescale you required.
Your comments have been noted and will be shared with the relevant teams as we continue to review and improve our service.
Kind regards,
elbec Garden Buildings
Good Afternoon,
Thank you for taking the time to leave your feedback.
We are sorry to hear that you are unhappy with the product and that you have experienced difficulties during installation. We also regret that you believe there was damage on arrival and that the door fit has not met expectations.
We would always encourage customers to contact us directly so we can investigate any concerns and provide support where needed. In this instance, the manufacturer has confirmed that the issue is related to installation rather than a product fault, however we are still happy to offer guidance if required.
If you would like us to assist further, please contact our Customer Care Team with your order details so we can help resolve any outstanding concerns.
Kind regards,
elbec Garden Buildings
“Awful. Ordered garden panels and the quality was poor and 1 broken. Chased constantly to return these for a refund. Waited several weeks for a collection date. These were collected Thursday 25 june and I’m still waiting for my refund. I’ve chased but no reply will be putting my experience on Trust pilot”
Good Afternoon,
Thank you for taking the time to leave your feedback.
We are very sorry to hear that you were disappointed with the quality of your garden panels and the inconvenience caused while arranging their return. We appreciate how frustrating it can be when issues like this arise and when a resolution takes time to complete.
We can confirm that the returned items were collected on 25th June, the return was confirmed on 26th June, and your refund was processed on 29th June. You should also have received confirmation of this by email on the 29th June. If you have not yet seen the funds reflected in your account, this may depend on your payment provider’s processing times.
Your comments have been noted and will be shared with the relevant teams.
Kind regards,
elbec Garden Buildings
“Wasn’t impressed with this company at all. Was 3 weeks late in being delivered because of a bank holiday. Let me choose a day when ordering I took day off work for delivery. I was compensated £20 as a good will gesture 😂”
Good Afternoon,
Thank you for taking the time to leave your feedback.
We are sorry to hear that you are disappointed with the delivery experience and that the timing did not meet your expectations. We appreciate how inconvenient it can be when delivery arrangements change, particularly when time has been set aside.
We do, however, aim to be as clear as possible regarding lead times and delivery scheduling, which can occasionally be affected by external factors. We also offered a goodwill gesture in recognition of the inconvenience caused, which was accepted at the time.
Your comments have been noted and will be shared with the relevant teams as part of our ongoing review of service levels.
Kind regards,
elbec Garden Buildings
