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Poor Customer Service from the Manager

First order was great, no problems apart from the delivery driver not calling ahead as promised, but not a major problem as I was on a day off anyway, which made me order with edecks again. Ordered online and received delivery date via email, arranged for someone to be in for when delivery arrived, received another email to say delivery date had changed and was going to be a day later, as I wasn't off until the Friday I thought not a problem and again arranged for someone to be in for delivery(thursday 30th August 2012). Edecks called on the delivery day, saying van with my delivery had broken down and I wasn't going to get my order that day. (okay these things happen) Called them later on in the day as they hadn't given me a new delivery date and the man I spoke to said that they hadn't had any Vans break down and what was I talking about. I was so disappointed, as they seemed to be playing me for a fool. I managed to speak to Nick (Manager) and he said the man I had just spoken to thought I said phone not Van (like that makes any sense, why would I ask if the phones had broken down!!). Anyway, Nick promised that my order would be with me before 9am the following day, 31st August 2012, great I thought!!... (no apology by the way) 9am came and went, I called edecks Nick said he would call me back, 10am no call, called them back at 10.30am spoke to Nick who said he would call the driver and see where he was, (again no apology for not calling me back, or not having my order as promised) no call back from Nick, 11.30am called Nick as still no delivery, (this was now effecting the work schedule on the decking) Nick called the driver again while I was on hold, he was going to be with me soon. My order finally arrived at 12.45pm, the driver wasn't best pleased as his deliveries had been upset by the fact that he had to deliver to me first. (not what I wanted to hear to be fair). Called Nick and after a very long conversation he offered me a £50 refund and money off my next order, this was 31st August 2012 I am still waiting for my refund, I have emailed many times and spoken to Nick asking for the refund to be processed. No call back from Nick, no apology and only one email from the sales team to say I was using the wrong email address and they would forward it on to the correct person. Spoke to Nick last week he acknowledged that he had received my emails, but wouldn't answer me when I asked why he hadn't responded to them. I am sure there are many customers who have had great service every time they have used edecks but unfortunately on this occasion I am a very dissatisfied customer and still waiting for my £50 refund, plus an apology...

Jem Cooper found this review useful

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Jennifer Diable
United Kingdom