Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2023, I placed an order (Order #*****) with Deck Expressions, The total was. *******. Only a small part of the order was delivered. Over the course of the next year, ***** ********* kept promising my order would be delivered or I would get a refund. None of my porch railings were delivered totaling ******* plus tax. They most recently promised a refund which I have not received,

  Business Response

  Date: 12/05/2024

  This customer reached out to ******************** late June of 2023 stating that she never received her material. We immediately filed a claim with our supplier. This was then shipped at the end July via Southeastern Freight. The customer reached out in the middle of August stating that she was in the hospital and was still missing her railing portion of the order. We again reached out to our supplier who stated material was delivered.  However the customer was still claiming to be missing part of the order. We did inform her that she was very late to report the missing material but we would investigate. Our supplier was still claiming full delivery.
  
  The customer then reached out almost a year later inquiring about the missing materials. At this point in good faith, we will issue a refund to her via check for $1067.61 which is the amount paid for the material the customer claims to be missing.

  Customer Answer

  Date: 12/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Post

• Initial Complaint

  Date:08/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08.07.23 I order 4-Country Ledgestone 30" Column Wraps by NextStone totaling $647.96. When I opened the first box, I immediately saw that they were not the quality advertised and did not take it out of the box or open the others. It literally looked like Styrofoam painted to look like a rock. I initiated the return online and when it appeared to pause on the computer, I contacted the company and spoke with *****************************. It was at that point that he advised me that I would have to pay for return shipping ($284.40) and a restocking fee ($149.95), totalling 67% of the initial cost, because my return did not qualify for it to be covered. I advised him that did not seem fair. I wanted the product, just the one that they sent me was very poor quality. I even stated I would order a higher cost item (4-Stone Post Covers by Deckorators $1,092.92) as long as they would refund the fees. ***** agreed to refund the restocking fee as long as provided the return number and the reorder number, which I did. Then he refused to refund the money.I am good with paying for a solid product, such as the Deckorators product that I paid for, received, and installed. However, having to pay for a poor quality, falsely advertised product, when I was told in writing I would be reimbursed, is poor business and not nice. I literally could have gone to ********** purchased the same product in store and returned it with no additional re-stocking fee.

  Business Response

  Date: 10/17/2023

  In response to this customer's complaint:

  --First of all, we apologize for what the BBB is deeming as lack of response. The last correspondence we had on this issue stated;

  What is the next step?
  Better Business Bureau has determined that you have made a good faith effort to answer the complaint and has now closed it
  There is no action for you to take at this time. We will contact you when we next require your input.

  --as for the issue, we have a clearly stated return policy on our website that shows the restocking fee for each manufacturer. For the product(s) in question it states:

  NextStone (25% restocking fee ~ products must be returned within 30 days of purchase)

  --The customer did not do the research to determine if they would be satisfied with the quality of the product. While we very much stand by the products we sell--and Nextstone is a very popular and reputable manufacturer--the customer has every right to return the product. However, the shipping responsibility and restocking fee is clearly stated. We (Deck Expressions) paid the shipping to the customer, so a return of this nature is at a loss for us. That is our expected cost of doing business to provide free shipping knowing we will be at a loss on returns.

  --The customer was told we would "try" to get the restocking fee waived IF they ordered from the same manufacturer. They were clearly told that we could not even attempt to have it waived if they ordered from a different manufacturer. That's exactly what they did. The original order was from Nexstone while their second order was from Deckorators.

  Deck Expressions has done nothing wrong here. We have a clearly stated policy--one that is very common for ecommerce with building materials. There is no "false advertising" as the customer states--the customer paid for and received exactly what they ordered. We cannot be responsible for their subjective opinion of the items they ordered outside of accepting the return under our published policy.

  Please dismiss this claim and leave us in good BBB standing.

  Thank you,

  Deck Expressions

  Business Response

  Date: 10/17/2023

  as for the issue, we have a clearly stated return policy on our website that shows the restocking fee for each manufacturer. For the product(s) in question it states:

  NextStone (25% restocking fee ~ products must be returned within 30 days of purchase)

  --The customer did not do the research to determine if they would be satisfied with the quality of the product. While we very much stand by the products we sell--and Nextstone is a very popular and reputable manufacturer--the customer has every right to return the product. However, the shipping responsibility and restocking fee is clearly stated. We (Deck Expressions) paid the shipping to the customer, so a return of this nature is at a loss for us. That is our expected cost of doing business to provide free shipping knowing we will be at a loss on returns.

  --The customer was told we would "try" to get the restocking fee waived IF they ordered from the same manufacturer. They were clearly told that we could not even attempt to have it waived if they ordered from a different manufacturer. That's exactly what they did. The original order was from Nexstone while their second order was from Deckorators.

  Deck Expressions has done nothing wrong here. We have a clearly stated policy--one that is very common for ecommerce with building materials. There is no "false advertising" as the customer states--the customer paid for and received exactly what they ordered. We cannot be responsible for their subjective opinion of the items they ordered outside of accepting the return under our published policy.

  Please dismiss this claim and leave us in good BBB standing.

  Thank you,

  Deck Expressions

  Customer Answer

  Date: 10/17/2023

  ****,

  Thank you for your response.  I do not find this resolution acceptable, specifically because I was told that I would be reimbursed my restock fee if and only if I completed a replacement order and I discussed specifically what I was reordering and I provided copies and order numbers.  After I did everything I was told to do and spent the additional money all communication from Deck Expressions ceased and the restock fee was not returned. 

  Clearly if I had known that the initial product was as poor a quality as it was, I would never have ordered it.  The pictures  and description looked better then the reality.  And I understand that there was a stock fee and shipping fee (although I did not know how expensive it would be). However, when I was told restock fee would be waived for the reorder, after specifically discussing the reorder product, as well as given specific instructions in writing on what to do, which I did, then I expected to be reimbursed.  That was the agreement that Deck Expressions made.  It was not misunderstood. It was stated both verbally and in writing and I believe they owe me the agreed upon restocking fee.

  Thank you,

  ******

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20543194
  
  I am rejecting this response because:

   

  Thank you for your response.  I do not find this resolution acceptable, specifically because I was told that I would be reimbursed my restock fee if and only if I completed a replacement order and I discussed specifically what I was reordering and I provided copies and order numbers.  After I did everything I was told to do and spent the additional money all communication from Deck Expressions ceased and the restock fee was not returned. 

  Clearly if I had known that the initial product was as poor a quality as it was, I would never have ordered it.  The pictures  and description looked better then the reality.  And I understand that there was a stock fee and shipping fee (although I did not know how expensive it would be). However, when I was told restock fee would be waived for the reorder, after specifically discussing the reorder product, as well as given specific instructions in writing on what to do, which I did, then I expected to be reimbursed.  That was the agreement that Deck Expressions made.  It was not misunderstood. It was stated both verbally and in writing and I believe they owe me the agreed upon restocking fee.

  Thank you,

  ******

  
  
  

  Business Response

  Date: 10/19/2023

  We will continue to disagree with the customer's take on this situation:

  --The customer has an opinion that the product is "poor quality". They are entitled to that opinion and entitled to return under our return policy. However, this manufacturer as well as the specific product they ordered on their own accord is very popular and well regarded. The product enjoys strong reviews and feedback.

  --We have a clearly stated return/restocking fee policy that is clearly stated on our store's Returns section.

  --The customer states that they were "told" the restocking fee would be waived if they purchased something else. They have not proven this in any regard. We have a very small staff of four professionals who know our policy well. In good faith we will often tell customer's we will work with the manufacture to waive the restocking fee IF they order from the same manufacturer. We would never tell a customer this can or will be waived no matter what they order and the customer has not shown anything to the contrary in the supplied correspondences.

  We will not be issuing any further refund. 

  Thank you.

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20543194
  
  I am rejecting this response because:
  

  1- I agree- it is my opinion that it was poor quality.  Seriously look at the product.  It is a disservice to your establishment to sell it if you want to be reputable.

  2- Attached is the email 'in writing' where the restocking fee was agreed to be reimbursed. To the point where I was told to do it 'ASAP', which I did.  

  3- And I have already provided the email where I stated I was only going to reorder if the restock fee was waived.

  Sincerely,
  
  *************************

  Business Response

  Date: 10/26/2023

  Customer was told restocking fee would be waived IF they re-order from the same manufacturer (Nexstone), she did re-order from a different manufacturer (Deckorators) 
  

  Business Response

  Date: 10/26/2023

  As a good faith measure and to end this dispute, we have refunded the restocking fee that we were charged from the manufacturer.

  Our policy was clear, and while an email was shared showing a DE employee saying we would do so if they re-ordered, the email is being used out of context as the customer was told that they would have to order from the same manufacturer in order to be refunded.

  That said, we have refunded the restocking fee and consider this matter closed.

  Customer Answer

  Date: 10/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************