eDecks, think before you buy from them

KelvinRH

I ordered 7 fence panels. The web site and the order confirmation both quoted 5 working days.

I phoned after 5 working days and was told “no way could that could be done”, and that they were “amending the lead time to 15 working days" (they have not done this yet, and are still quoting 5 working days). They said I would be lucky if they arrived by "the end of next week".

After 20 days the Customer Care Dept. quoted at least another 7 working days, but could not give me a date, because the panels had to be delivered to them, and they could not quote me a time to get them to me, as that was the Shipping Dept.'s problem.

I cancelled the order and was told it would take 7 days to refund my credit card. The 7 days were up, so I phoned them, and found that the Customer Care now has an answering machine ! I left a message asking where the refund was ? 24 hours later, and they still had not returned my call, so I rang again. The response was “It’s not been processed yet, because The Director who has to approve all refunds has not investigated it yet”. It beggars belief that this company is still in existence…

RichardD1970

I bought some decking from the a couple of years ago with no problems.

A while ago I heard that there was a shortage of fence panels due to all the storms. Whether that is still the case I don't know, but could explain the delay, if not the poor customer service.

Powered_By_Pies

Sounds like the company relies on their suppliers and doesn't keep a ready stock for despatch. Suppliers are a nightmare at times - I was waiting for two months for one part for a supplier for a customer, I could do nothing about it because no-one else had it, they were the sole distributor. Not fun when you have a customer getting increasingly angry with you, you side with them, but can still do nothing about it as it's out of your hands.

That said, these guys should be more realistic with their lead times and refund policy if they think there's going to be issues sourcing the products. That's tantamount to laziness

KelvinRH

Thanks for trying to defend the indefensible (or should that be inde-fence-able). If you don't have a product in stock, and know you can't get it, don't advertise a 5 day delivery. Don't confirm that 5 day delivery in the order acknowledgement.

They are now offering a 15 day lead time (bet they can't meet it), and the price is advertised as £126.70 (was £140.76). Funny, I paid £587.93 for 7 (£83.99 each). Isn't there a law against offering misleading price cuts where the price goes up ?

Trust them still ?

RichardD1970

Sorry, but no one has tried to "defend the indefensible".

Both replies have acknowledged the poor customer service and offered possible insights as to why there have been problems.

usefulmale

Get your credit card company to issue a chargeback.

Drillsmills

First order placed and they messed up the delivery, when I threatened to cancel the order they agreed to send by TNT but they charge more than other suppliers so can afford to do this.

Second order placed on Wed and they promised to deliver in 48 hours but instead they will not deliver for 6 days meaning I missed the chance to finish the job.

They are a useless bunch of time wasters, use them if you can afford days/weeks delay on your job, if not, don't go near them.