“Several damaged pieces required replacement and one part was missing.
I had engaged a joiner to assist with the construction. Between us we managed to work our way through the instruction booklets which were confusing at times. 1. The booklet talks about " part numbers" which you refer to pictures in the booklet however the actual parts are labelled with a different reference number and you are continually cross referencing and checking parts. Not helpful and time consuming.2.The instruction booklets are printed on paper not much better than toilet paper that include multiple instructions for 3 different models of shed/ combo in my case.This makes it more difficult again to follow the instructions easily and increases the possibility of errors. 3. The booklets use a small font size, particularly for the part code numbers which again makes life more difficult. I would hope that this could be taken on board and improvements made for future clients. I noted there was a helpline but if part way through construction this is not really helpful.
Finally I would suggest more care is taken in packing the pallets and your quality control is strengthened. Whilst some damage may have occurred in transit, the missing part and one damaged part in particular suggest poor dispatch protocol.
I asked about a goodwill gesture given the disruption caused and was offered and accepted £40. It probably cost me more in paying for my joiner due to the delays in replacement parts and deciphering the instructions.
The finished article ( combined greenhouse/ shed 14x6) is acceptable. Took more effort than anticipated and I would suggest is not a DIY project. Pay for installation or get a joiner.”
Good Afternoon,
Thank you for taking the time to provide such detailed feedback.
We are sorry to hear that your experience was affected by damaged and missing components, and that replacement parts were required before the installation could be completed. We appreciate how disruptive this would have been, particularly after arranging for a joiner to assist with the build.
We also appreciate your detailed comments regarding the instruction manuals, including the part numbering, layout, print size and the inclusion of multiple model variants. Feedback such as this is invaluable and will be shared with the manufacturer for consideration as part of future improvements.
We are pleased that we were able to offer a goodwill gesture, which you accepted, although we are sorry that you still feel the additional time and costs incurred outweighed this.
It is good to hear that, despite the challenges, you are satisfied with the completed greenhouse and shed combination. Thank you again for your constructive feedback, which will be shared with the relevant teams to help improve both the product and customer experience.
If you require any assistance or have any questions, please do not hesitate to contact our Customer Care Team.
Kind regards,
elbec Garden Buildings
