This is an extension of my earlier comment because the right sized poles have now been delivered. I have also learnt that an Edecks director reads every review published here. Good for him.
I ordered 10 poles 75mm diameter and was supplied with 60mm poles. When I complained on the internet their system would not accept my uploaded photograph as proof so they asked me to email it. I did this but had no response to 3 emails over 4 days. My wife rang them and was told that the lady who dealt with that stuff was busy and would ring back; she did not.
I then went back to their complaint webpage and managed to upload a smaller photograph which I had cropped from 1.5 to 0.3mb. They then emailed me to ask if I wanted replacement or a refund of the difference in cost between the poles supplied and poles ordered. I replied to the email asking for poles as ordered but that email address did not accept replies. I then replied to the email address they had asked me to use for the photo and got no response. So I went back to the complaint website but it would not accept another communication.
When I finally managed to reach Julie, the customer care person, by phone she arranged another delivery which arrived 3 days later, well done. They have yet to collect the under-size poles but that is not a problem for me.
With a name like Edecks you expect smoother email and internet communication. If the company is so small that they only need one person on customer care, the other sales team members should be willing to multi-task.
Ordered a gazebo and decking kit, the delivery was spot on, with great communication from the sales and after sales team. The quality of the products was great as described on the website, would use E-decks again without hesitation.
Don't be fooled by the shiny website. Gave them £100 of my money on the understanding there would be a speedy delivery - it states 2-3 days.
No contact, nothing. I chased 10 days later given I had heard nothing - pretty nice of me. I just changed my plans that weekend and thought it'll turn up by the following weekend. They have a 'chase my order' function on the website so at that point it was obvious that this is a normal experience!
I got a response, not a call, just an email saying I would be contacted but estimated delivery is now the 11th. Fair enough, Saturday sometime. It's now Wednesday the following week and I still haven't had the items or ANY communication.
I had a plan, I thought I would press that 'chase' button again! AND phone the sales line. I couldn't get past reception - the 'people' that deal with it were on the phone. I'm promised a call back 'today'. Let's see...
Each department pushes blame on to others. I wouldn't bother ordering from here - I only ordered to top up some wood chip bought from another retailer which arrived super quick and with several calls in advance to make sure we knew when to expect them. Shame on me for switching...
Very happy with service provided, as some of the decking boards were not useable, but they sorted this very quickly and efficiently. Overall very pleased with the products and also the price paid. I have already and will continue to to recommend edecks.
Julie Alfalfa Palmer found this review useful
After reading all these reviews I was to say the least sceptical, however the prices were defiantly unbeatable so I went for it! It was great service speaking with the sales staff who helped as I have no idea what I need for decking. Everything arrived on my requested date from beginning to end I was real pleased and would highly recommend not just for price but service too, all I can think is that people only seem to write bad comments these days so I thought I would write how pleased I was!
I wanted a small section of decking to stand a water feature on, as a birthday present. I ordered it in plenty of time for birthday, especially as they advertise 1-3 day delivery. After a week I phoned to ask about delivery, to be told that it would be dispatched that day and I should expect delivery tomorrow. It didn't arrive so I called again, this time I spoke to Nick, who told me that they were waiting on some parts, and I could definitely expect delivery in 2-3 days time. It didn't arrive. I phoned again to be told that ti would be there the next day. It didn't arrive, despite Nick sending me an email to say it had been dispatched.
I then phoned to be connected with a bloke called George, who told me they were waiting for parts! I phoned again to be told it would be dispatched the next day, and arrive after the weekend. It arrived - 3 weeks after ordering (and a week after the birthday).
There was an error in the delivery, but quite honestly I have given up with them and not bothered to inform them of the discrepancy .
At no point did anyone contact me to say that there would be a delay, and when I called and was told someone would ring me back, it usually didn't happen. And I have been lied to several times while on the phone.
I will never deal with this company again, and advise you to be wary. 2 stars may be being generous.
UPDATE – August 2013
So 3 months after the order, I received a message from Edecks Customer Care, sent via Trustpilot’s messaging service.
They did apologise for the service I had received, which I accept, but tried to blame the haulier, where the haulier had not been part of the problem. However…
They could not explain why I had been lied to several times.
They did not explain why I had to chase them, rather than Edecks contacting me to let me know of the delay.
They did not explain why their website advertises 1-3 day delivery on items that are not in stock, or why when ordering an item that is not in stock, the customer is not informed of this.
I was offered a 10% refund, plus a 10% discount on future orders (as if!) providing I remove this negative review.
I make the following as observations only and not as any sort of comment.
On Trustpilot, the majority of good reviews are from the area that Edecks is based.
One of the good reviewers is a Facebook friend of the Customer Service representative.
On one of the good reviewer’s Facebook page are several links/adverts for Edecks
Edecks has changed alot of lifes with there generosity to our charity, they donate to our allotment project and can not fault them in any way. Thanks guys your amazing....
Do not use this company, you may think you are getting good value for money but their free delivery means they use the cheapest possible form of delivery. It says on the web site 2-3 days delivery but i waited 10 days, I had paid to have my decking laid but it didn't arrive. I could not get a straight answer from Edecks, I was fobbed off constantly, after delivery I was called with an offer of a £100 refund which I did not feel was good enough considering I had paid £300 the company who was supposed to lay the deck, I have read past reviews and have noticed someone else was offered a refund which they did not even receive, this is very poor conduct. I will continue to leave reviews until I receive a phone call from Edecks which is very unlikely.
Jem Cooper found this review useful
I bought balau hardwood decking for a garden project I was doing along with the materials to build a garden shed. eDecks were by far the best price and gave great customer service including FREE delivery (a massive bonus as I live in London). I ordered online but followed up my order with a phone call, the staff were friendly, knowledgeable and very helpful.
Top marks, I would def use again and recommend to anyone else!
The delivery was one day late which was not really a problem but nobody informed me. Two items were missing from the order and despite filling in a RMA on-line nobody has contacted me so far, what happened to being able to speak to someone about your problems. Will I ever get my missing items, will anyone ever phone me?
Jem Cooper found this review useful
I placed my order and it arrived within the timescale that i was told, very happy with the product the decking looks great in my back garden. The sales executive that delt with me (Nick) was extremely helpful even giving me tips on fitting etc. All in all was a great company and a happy customer!
im very dubious about these 5 star reviews, on reading one posted by some one local they supposedly spend £1000s month with edecks so one would assume ok maybe they are a landscape gardener and edecks are a very good company, but something inside made me look at the persons facebook page call it a hunch as it happens the person lives near by , on looking at their page i notice their job is not a landscape gardener this worries me as to if any of the other top mark ones are genuine or not, also if they were genuine i would expect there to be as many moans and groans as excellent ones just from experience at looking at reviews i dont think i would buy from here now even if prices are to good to be true, and know what they say if its too good to be true.......
Jem Cooper found this review useful
100% recommend this company as the customer servcice is outstanding. I have been very satisfied with the products and I would use the compnay again.
Recently bought some decking from Edecks, and bought the joists also.
They delivery turned up on time, and the quality in brilliant.
Recently completed the project, and very happy with the end product.
Thanks eDecks, we will be certainly using you again for our next project.
Brilliant service with the supply of my fence panels and timber,definitely use this company again.
Just received my 2nd order, came within a couple of days, quality is excellent as it was the first time I bought from them. Cannot recommend highly enough, cheers.
Originally recommended to try Edecks by a friend I have just used them for the 3rd time. This time I bought a decking kit with handrails. The order process was easy and the product came within 3 days. I'm no DIY expert but the kit was relatively easy to put together and looks great. I have told lots of my friends to use them as it takes the hassle out of DIY shopping and as far as I am aware they have all been satisfied with their products and service received.
From the first call, to the last , I can do nothing but sing their praises.
My order for composite Timco decking was dealt with professionally, thanks to Nick. It arrived speedily and the end result was fantastic.
I am sure I shall be ordering some more for another area and I would not hesitate in recommending them to anyone.
I am just about to place another order for some fencing as I was so pleased with their service.
Well done edecks and thanks so very much
I had a problem getting hardwood decking at price to fit my budget but then I found eDecks. I ordered on a Monday and it was delivered on Wednesday and the driver stacked it in my yard, which was a bonus. My joiner started to fit the decking on Thursday and he did comment about the good quality of the hardwood. The job was completed 1 week later and it looks fantastic which totally justifies my decision to us eDecks.co.uk. I have finished staining the decking and the rich colour of the hardwood is perfect, totally transforming my garden. I don't understand why some people are giving poor feedback, maybe you can not please everyone. Thanks a million eDecks.
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