Decks レビュー 

Very good service I will use you again thank you.

Only purchased a pair of headphones but delivery was prompt as advertised.

EDITED REVIEW:
Since publishing this review, I have been contacted by Decks who have apologised for the errors made with my order and compensated me appropriately. This has considerably improved my opinion of this company, I now believe it was a genuine system error that left me hanging, uninformed for so long and I believe that they will be trying to fix that ASAP.
I have given them an extra 2 stars for this improvement in the customer service they have given me, though the deceptive "AVAILABLE TO ORDER" issue, will probably remain. Below, is the email conversation I had with Decks, following the publication of my original review (I have left the key parts of the original review below these more recent emails, so that the whole story is clear.)

May 17
Dear A
I'd like to take the opportunity to apologise for the inconvenience your recent purchase with Decks created.
Having read your review it's clear to see why you would be disappointed, I'd also feel let down by our performance if I'm to be totally honest.
I'd also like to reassure you that there is no deception intended by our current stock status indicators - we actually moved from an out of stock status to available to order to bring us in line with some of our competitors, along the way we also tried awaiting stock for items that, like the HS8 at the time of your order, are on order. Sadly as suppliers can let us down from time to time even somebody ordering an item with an out of stock status would have experienced the same issues that you have, it's why we have a diarised system that should keep our customers updated and it's this that I'd like to ask you about. Our system appears to show that we contacted you weekly but your pasted email trail doesn't reflect this and I'd like to try and find out if there is a loophole in the system that I'm unaware of.

I was wondering if your could spare me 10-15 minutes of your time so that I can complete my investigation into what has happened here, having spoken to Yamaha there was a delay on obtaining stock due to a shortage created by manufacturing issues but we should have been able to make you aware of this far sooner.

May 17
Hello G,
Thank you for your comments. I have shown the entirety of my email exchange with Vaz and Decks.
The only exceptions being an initial order confirmation and 2 further emails when I had discussed moving house, Vaz then informed another department that sent an email requesting proof of ID, to which I replied. As I had yet to move house, I decided not to follow that through with that procedure at that stage.
Regarding your request for 10-15 minutes of my time; rather a lot of my time has already been wasted, not to mention money. As I stated my emails, I could have got these monitors in a bundle with the stands from Thomann, but decided to buy them separately, so now, when I order from Thomann I have missed the opportunity to bundle the goods. That bundle would have meant I effectively got the £50 stands for virtually nothing.
What would your investigation entail?

May 17
Thank you for your reply A.
To be honest I was trying to uncover whether any of the email thread was missing or if we had called you instead of emailing as the system here shows that we have chased Yamaha on a weekly basis and then passed the information from them to you. This does not appear to be the case from your reply, so it seems that somebody has found a way to progress an order status without actually doing what is required.
To ensure that you're not out of pocket on your order with Thomann I'll refund an additional £50 to your card. Again, please accept my apologies for the inconvenience caused.

May 17
Hello G,
I see, well there was one phone call at some stage, with an answer phone message left for me (I prefer to conduct business via email so did not pursue that any further). However, I can categorically state that there were not regular weekly updates by any medium. I have no reason to believe any emails from Decks would have been diverted to my Junk folder, and regularly check this for just this sort of reason.
It would appear that you have identified the loop hole. I hope you can work out how to close it.
I really appreciate the gesture of the £50 refund and will gratefully accept it.
Thank you G, you have successfully altered my opinion of Decks and upon receipt of the additional refund, I will alter my Trust Pilot review appropriately. With your permission, I will paste these emails in to reflect the customer service you have offered to me.

May 17
Hi A,
I'm happy for you to use the emails as you see fit, I have a firm belief that when a mistake is made, or a problem occurs, that Decks should do the right thing by our customers. We have processed your additional payment today.

ORIGINAL REVIEW:
I thought I should share my experience with decks.co.uk, as I have seen similar reviews posted here, proving that mine is not an isolated event.
Firstly, this is not a personal complaint against Vaz, who handled my case. I think he is being put in a very difficult position by the policies of this company. Basically, he is having to fend off customer requests for information about the orders they have placed that have not yet been fulfilled. He also has to string us along, with ever increasing expected delivery times, first 7-10 days, then 2 weeks, then not quite sure how long, etc.

POTENTIAL CUSTOMERS BE AWARE OF THIS: The whole problem begins at the ordering stage. When something is not in stock, the company has a deceptive policy of stating on their website that it is "AVAILABLE TO ORDER". This is clearly designed to deceive. It should clearly state that an item is "not in stock". This alone, has made me loose any faith in decks.co.uk and I will never use them again for this deception.

I have included here the perfectly civil emails exchanged over 2 months, just to illustrate my disappointing experience. Note the long gaps between contact and that the contact is always initiated by me, after long periods of waiting to hear news of my order which was originally placed on Jan 16th:

Awaiting Stock / Pending Order
Jan 16 to me
Hello A
I thought I'd drop you a quick line to update you on the status of your order. As it happens we are currently awaiting stock as the website states. If you are o.k to wait we will proceed and process payment (we have not charged your card) and contact you again when your order is ready to ship.
If you would like to amend or cancel your order please let us know by replying to this email.

Jan 16 to Decks
Hi, thanks for letting me know. I may need to cancel the order. It depends on how long you are expecting it to take to restock. Can you give me a rough idea please?

Jan 16 to me
Hi A,
Stock usually takes 7-10 days to arrive so long as the supplier has these in stock.

Jan 16 to Decks
Oh what a pity, because I have ordered the monitor stands from another company and could have bought them in a bundle with the monitors, but they've already shipped the stands, so I might as well wait for you to get the monitors in.
Please proceed with the order.

Jan 16 to me

Will do! We will contact you when your order is ready to ship.

Jan 24 to Decks
Hi Vaz,
Any new on this order yet please?

Jan 24 to me
Hi A,
I've chased this up with the supplier and they are having trouble getting stock to us.. could be another week or so, nothing more conclusive than that. Would you like to look at alternatives or have your money refunded?

Jan 24 to me
We do have 2 x Adam F7's in stock; they are on sale and a little more expensive than the Yamaha's, but much better in our opinion!

Jan 24 to Decks
Thanks Vaz,
I think I'll wait a little longer for the HS8s, but I can't wait very long. So may have to take up your offer of a refund if they don't come in soonish.

Jan 24 to me
No trouble! Just let us know it's getting to a stage where it's too late..

Feb 12 to Decks
Hi Vaz,
Any news yet?

Feb 13 to Decks
Hi Vaz,
Let me know what the situation with my order is please.
Thanks

Feb 13 to me
Hi A,
I did see your previous email - we work through orders and emails on a linear basis and Mondays are almost always very busy for us.

The current ETA I have from Yamaha is 7 [working] days; all being well stock should arrive this time next week but as ETA's go, they can change. Let us know if it's getting to a stage where the ETA is too long and we can issue you your refund.

Feb 22 to Decks
Hi Vaz,
Any further news yet?
Thanks

Feb 22 to me
Hi A,
It appears as if Yamaha are having stock issues and this may be another 2 weeks. Very sorry for the delay but it's out of our hands.

Feb 22 to Decks
Thanks Vaz,
My plans have changed a bit, so I can wait a little longer.

Mar 22 to Decks
Hi Vaz,
How long now?
Cheers

Mar 23 to me
Hi A,
Sorry for this lengthy delay but these are still a while away yet.. I think it's best we cancel your order and issue you a refund; of course, we will not do so without confirmation from yourself though..

Mar 23 to Decks
Thanks Vaz,
Please proceed with the refund.

Great company, my decks and mixer delivered next day even though I ordered after 2pm. Guy rang me and said may not come but he pushed it threw so they did... highly recommended

Good price and next day delivery, recommended.

I've been a loyal customer of sapphires (decks.co.uk) for about 15 years now, can't fault these guys! Amazing showroom, amazing staff, amazing mail order.. Perfect every single time!

very good communications. product exactly as described. good stuff.

Received a phone call to say that the item I ordered was not in stock but they would send within two weeks, which they did. It was good to get a phone call rather than email and I was satisfied when I received the order. Thanks guys!

Really pleasant and efficient on the phone. After a quick fraud check, which I don't mind doing asDJ shops get a lot of fraud, I was good to go with my order. Would have have had it Monday. But it was a Bank Holiday, So my Traktor Control S4 came 9:30am Tuesday morning.

Great company to deal with.

Ryan

Fast delivery and great communication. No issues at all

Great responsive service. Would recommend to anyone.

Friendly, helpful and fast service, exactly what we all want.. excellent

Ordered the mixer and with in 15 hours it was at my door. Very pleased great service will always use them from now on amazing!!!