Dear Customer Services,

I am writing to formally express my dissatisfaction regarding the BBQ shelter I recently purchased from your company.

From the moment the product arrived, the experience has been extremely disappointing. The delivery was handled poorly, with the components simply left in an unorganised pile on my driveway. This immediately gave a poor impression of the care and quality associated with your products.

Upon inspection, it became apparent that the manufacturing quality was far below what I would reasonably expect. Multiple timber components were incorrectly sized, with some pieces differing by 2–3mm despite clearly being intended as precision-cut parts. In addition, the timber itself is of a very poor standard, containing excessive knots, splits, cracks and other defects throughout a significant proportion of the structure.

The assembly process was equally unacceptable. Your website provides no clear indication that the shelter is supplied virtually component by component and screw by screw. Had this been made clear at the point of sale, I would never have purchased the product. The instructions were difficult to follow, and what should have been a straightforward installation took two people in excess of 10 hours to complete. It is unreasonable to expect the average customer to possess woodworking knowledge or construction experience in order to assemble what is marketed as a domestic garden product.

Having now completed the build, I can honestly say that the finished structure does not reflect the quality portrayed in your marketing images or product description. The overall appearance, fit and finish are disappointing and fail to justify the price paid.

What has further compounded my frustration is your returns policy. Despite receiving a product that falls significantly below expectations, I discovered that returning it would incur a £90 restocking charge. Combined with the practical difficulties of dismantling and repackaging a structure supplied in hundreds of individual components, this creates what feels like an unfair barrier to customers exercising their right to reject a product they are unhappy with.

Overall, this has been one of the most disappointing purchasing experiences I have encountered. The product quality, delivery standards, assembly requirements and returns process have all fallen considerably below what I would expect from a reputable company.

I would appreciate a prompt response explaining how you intend to address these concerns and what resolution you are prepared to offer.

I look forward to hearing from you.

Yours faithfully,
Joseph

ORDER: 17 MAY 26
NO: 546514

Been using eDecks for a few years now and never had a problem, speedy delivery and always seem to have what I'm after in stock. Very happy with the service they provide.

Always excellent service from eDecks & eRoofs with our requirements. We have now used on a number of occasions for various items & although we are not local to their business, their service is consistently reliable & communication for deliveries is excellent.

All staff are knowledgeable & friendly, in particular Nigel who provides great advice for all of their products.

Would recommend this company to anyone looking to source building materials across the UK

Delivered on time very good delivery driver

Very happy, used the online service easy to use.
Was a great choice of products with good prices as I had already checked elsewhere.
The product came on time and the friendly delivery driver was great at putting my stuff where I wanted it.
Great product at a great price. Now just to get my job done. Will be back for my next project eDecks

Bought an atlas gazebo and a bbq shelter. Absolutely brilliant friendly informative staff delivered bang on time driver put it where I wanted it. Built it up on the Friday morning serving burgers to the family Saturday afternoon all had a great time and were asking where I got these from as they wanted them too. I’m now garden party capital of our street . Top seller thank you Kennings and all the staff.

What a pleasure to deal with, both Nigel & Sean communicate effectively & are most concise. So whatever we buy from them we know exactly what it is every step of the way.

Great experience with Edecks. Had everything I needed at great prices with friendly staff who were happy to help. Everything was well presented and easy to find. A fantastic place for garden and outdoor projects

Delivery took to long

Easy website.nice to talk to friendly staff. ( incl the lorry driver) and attractive price plus easy to complete sale invoice.all in all first class service and a lovely free gift.thankyou.

I bought one of eDecks 3x3m Atlas Gazebos back on 26th April and after getting a delivery date of the 29th April emailed to me on the 27th, I was further emailed to say that there was a problem with the delivery and they would be working to get my order on another van ASAP - this was on the 28th April. I assumed from the wording that they had been let down by a courier and expected another date quickly, but I had to chase them on the 2nd May asking for a delivery date to be told they were waiting on stock! This was not what the email I received said, "We are working hard to resolve this and you will receive a new delivery date as soon as we can allocate your delivery to a new vehicle." Direct quote.

Anyway it took even more chasing to finally get a delivery date from them of the 13th May on the 11th May. Moving on to the 13th delivery did happen but for only part of the order - a further delivery took place on 14th for the rest - why was it on different vans if it was fresh stock? I suspect the original order was missing somewhere.

The delivery on 13th came with all the featheredged boards for the roof absolutely soaking wet, like they had been left out in all the rain we were having. I mean soaked through - they looked black. Everyone knows wood warps when drying if not treated right and especially thin featheredge boards! Some of the other timbers were also wet but not to the extremes of these. I had to build a stack of bearers and lay them all out in my garage to dry with weights on - it took 7 days to dry turning them mid week. This delayed my build.

I did get in touch to eDecks to complain about these boards and that I could see a number of them curling as they dried, as well as that the roof middle framing wood sections were all cut to different heights and thicknesses which would make it very hard to square the roof frame.

They agreed to send me replacement units for the roof blocks and 5 featheredge boards again. This was on the 18th May. I again had to chase for delivery date on the 20th and they were delivered on the 22nd May. Out of 5 featheredged boards 2 had big splits in them making them unusable and instead of 6 blocks cut to shape they sent me 6 rectangles of wood!

So I had to go back to them again to tell them of this and they shipped out replacements again. These finally arrived on the 26th May. While they were better than the originals they were still not uniform, but at least they weren't as bad so I could sand them into a uniform shape.

So we are now 1 month from initial order to being able to start a build. When building it, it became clear that nearly all the framing timber was warped and misshaped, sometimes subtle sometimes not - but when you put them all together it makes for a crap building. I had to fettle lots of things to make it work and outright dump and replace one side whole framing timber at my cost as by now I really needed to get on with the work and didn't have another week to wait for more defective timber to be delivered, so lost £25 there.

Once the roof section was built it was clear there would be big gaps for water to gain entrance at the top because of the way its designed, so to make it more weatherproof I had to buy two battens to attach to the mounts in the apex to block the gaps. Another £15 down. I used an expensive waterproofer for the roof on the timber with the plan that it would stop water soaking into the timber - which worked wonderfully.

Unfortunately every single featherboard has loads of knots in which are split or cracked letting water run through into the inside! So to make it fit for purpose I then had to go buy roofing membrane, more battens and roofing mastic tape. Total of approx £75 to stop the water leaking in from the many small holes.

So to sum up - 1 month wait for all the parts - lots of faffing to get the wood in a shape to actually build with it, then an additional £115 in bits to make it actually work.

eDecks support were fast to reply and did send parts without much fuss when I was complaining about them, but the sheer amount of issues and poor quality timber and cutting from them makes me reluctant to use them again. Really shouldn't be selling a kit with such poor quality control tbh. Your probably better off just getting the building instructions for what you want to buy off their website, and buying the parts from a timber merchant where you can get quality straight unwarped timber.

EDIT - dropped to 1 star. As feared the roofing feather boards have all warped as they dried further in the heat we have had making the roof all wonky and massive gaps appear. Shipping soaking wet featheredge boards should never have been allowed to happen. Im going to have to felt the whole roof now to weatherproof it enough - not the look I wanted.

It was delivered in time.
Assembling was not difficult. More time i spent on making a base.
Overall experience is good.

Absolute shambles orded a decking kit came in 3 different days with missing boards waited nearly 2 weeks only to have completely 7 different size and thickness sent.

Delivery was faster than expected and the goods were perfect - Great experience

An excellent company to buy from. Quality fencing at a reasonable price. Excellent customer care. Delivered on time and driver was very helpful. Will be purchasing more in the near future. Highly recommend.

Great value and speedy service

Great price. Great delivery. No issues whatsoever.

Arrived on time, sturdy construction, only downside a lot of loose splinters.

Good choice of products at great prices and reasonable delivery cost

Materials good and delivery very good driver brilliant