This review should actually be a police report. It will be long but worth the read and will hopefully save you from falling victim of extremely poor, if not FRADULENT, service at the DECK STORE. The DECK STORE owes us a substantial amount of money and they refuse to issue the refund. The backstory - In June of 2022, we placed an order for over $16K with their front-line rep Connor. Unfortunately, when it arrived, I realized I had ordered the wrong color so I immediately reached out and was advised that I could order new boards and return the existing boards. Easy. Chris offered that I could save money on the delivery by having them retrieve the old boards when they dropped off the new ones and even went as far as to confirm there would be no additional charges including a restocking fee. He informed me that I would have to pay upfront and they would return my money when the boards were back at their warehouse. Fast forward to August when the new boards arrived, Chris assisted with the delivery, dropped off the new boards and took the original. I was told by Chris that the refund would take approximately one week. When I followed-up we were informed that they could not refund to my CC because they would be flagged for MONEY LAUNDERING and a cheque would have to be sent?! Since August 2022 we have contacted the Deck Store over 17 times via email/phone and have made four visits to their Calgary location. The owner, JIM SLATER (Edmonton) and his sons Simon and Adrian have been non-existent and refuse to contact us or make any attempt to resolve. We have talked to Warren and he basically tells us a different story every time we speak to him - essentially an attempt to placate us with lies. We have been told they couldn't send the cheque because they didn't have our address. Odd, considering they have made two deliveries to our home address and have never tried to confirm this on any of the 17+ calls and visits. They have blamed their employee Chris for giving us "wrong" information because he is a seasonal worker. It is alarming how fast and comfortable they were in throwing him under the bus. The DECK STORE is accountable for who they hire and all employees are the face of your company and should speak your values. They have told us that their accountant is only in once a week, then only a few times a month and then hasn't been in for a while. They have told us on two occasions that our cheque was in the mail. That was several weeks ago. This is DISGUSTING and CRIMINAL and the DECK STORE SHOULD NOT BE IN BUSINESS. This is not a small amount of money and we will NOT STOP until we are fully refunded for the product, we returned damaged free. JIM SLATER, as a local business owner you should be ashamed of yourself for taking advantage of customers that have supported your business. Do the right thing and immediately refund the amount owning directly back to my credit card and for the people reading this, if you ever want to invest in composite decking, do yourself a favor and go to the Home Depot. You will get the same product for the same price and I guarantee there will be no issues and no shady behavior. read more

Great dealing with the staff at the store. Very helpful in selection options to stay within budget, assisting with the amount of product needed and always answering questions as I was building the deck myself. Would not hesitate to recommend. It's a one stop shop for al decking needs. read more

Would never use them again or would never recommend them to anyone. They are deck specialist and the show room is amazing, but the service is horrible. you asked if everything is in stock they say yes,so you pay for it and then you have to wait for items and keep driving back and forth to pick up. then we pick up the items get home and half the lighting tops are the wrong color. you can't return the items after they make such a mess because they charge a 15% restocking fee, maybe someone should charge them a gas fee for driving back and forth so much. we had the contractor lined up and had to keep calling him back as each piece dribbled in thy don't even deserve one star but it made me pick one, go look at he displays get ideas then rn like he k to another dealer as you can buy the decking everywhere. read more

They carry great products, their customer service literally sucks. I returned over $600 worth of product and was told they cannot refund back to my credit card but I would receive a cheque in the mail? 2 weeks later I am still waiting for the cheque. I called this morning and was told they would look into it and would call me back - 4 hrs later I call back to follow up and was told by another guy to call tomorrow because he couldn't get ahold of accounting? Considering I spent over $12,000 their the customer service would be better! I guess you can't fix stupid. If you can buy your products elsewhere I would say do it, not worth the headache dealing with these clowns read more

Poor customer service...could not get anyone to wait on me...it is not really anywhere near my home, so this was a special trip. Would not make a return trip for any reason. read more

ABSOLUTELY HORRIBLE SERVICE, wouldn't recommend them to my worst enemy. When I walked in there last yr there wasn't anyone in the store except me, not one would help me, I had to go ask if someone could help me. Looked up at me , yah ill be right there. I felt like I was interrupting something. Took him about 20-25 mins to finally come over to us, was rude right from the beginning but I still bought from them, why i don't know maybe he was having a bad day. It seemed to get worse the following weeks when my materials were delivered. When I called to ask questions he was very rude and short with me, I guess that's what happens when they get your money. I went there this yr to get some glass for my railings, at first I spent about 600.00 on metal spindles but after talking to the person I wanted to upgrade to glass. When I went there that Saturday morning (I have to drive an hour one way to get there. I live outside of town) I went into the store and I didn't get a very nice greeting, what I got was " I can't waste my time with you, it's going to be busy today" I guess spending approx. $14,000.00 so far isn't good enough. I asked if I could return the spindles and buy the glass. Well wow what a commotion I caused, we have to charge you 25% restocking, I said even if im going to buy more product from you, yah. So I went the following Saturday to return the spindles and order the glass and the manager of the store came out from the desks and immediately jumped down my throat, YOU CAN'T RETURN THAT IT LOOKS ALL USED HOW CAN I RESELL THAT THIS IS A RETAIL STORE. That's when I told him how I've been treated from this store and he went back to his desk and I said im done with you guy's I want a refund, he quickly said in a very rude tone I don't even know your name and picked up the phone and dialed out ignoring me, wow nice guy to manage your store. I had 3 pieces of glass on order already and waited 3 weeks and no call, I was told approx. 8-10 day's so I called and they didn't know anything about it but another person from the store called me and assured me it would be there the next day and he did call and let me know it was there, thank you very much. When I went that Saturday to pick it up I was treated rudely again, and was told to go around back to pick it up. The only person that was polite to me was the blonde haired young lady that helped me. I wasn't sure about the sizes so they called the manager who was the same guy that freaked out on me and he came out and said there all the right sizes and explained it to me, great thanks. When leaving that same manager was in the loading yard talking to other employees and when I drove by I got the death stare from him. I would never recommend this store to anyone, I hope I never have to deal with people like that again when I spend $14,000.00 read more

So I went to the location and was walked through the floors and given samples. I also grabbed a few business cards for contractors. Well as in any new busy house I managed to lose the cards. I called in to get a few names for contractors and I was rudely informed that I could come to the location. Let's say this is no where near where I live/work. I again asked for some of the contractor names or asked if they were on line. Again I was rudely told I could go to the location as he was not going to give me any of the names. Such poor customer service !!!! read more

Wish I listened to the poor reviews.... I was shopping around for decking materials to build my new deck. I had stopped in a few stores, the deck store being one of them. The sales person was knowledgeable and helped answer some questions and talk about my design plans. After shopping around a couple stores I was hoping to purchase from the deck store as they had been helpful and I felt they earned my business however their pricing was the highest of the 3 dealers i had talked to. I emailed my sales person and told them if they could match the price of the other store then I would be happy to purchase through them. They replied they were able to reduce the quote they had given me so they could earn my business, Great!, I thought! I went to the store the next day and paid for my order and set up delivery for the next week and they said they would email me my paperwork and some building specs later that day. That evening I got the email and was reviewing my invoice only to noticed that they had removed items off my original quote so they could cut hundreds of dollars off their invoice to match pricing from the other store. I emailed and phoned my sales person numerous times over the next day to inquire as to why items had been taken off without my knowledge or consent. I was able to finally get a hold of the owner who didn't seem to think that was bad business practice or anything wrong. I told him I wanted to cancel my order and no longer wanted to deal with them as I had lost confidence in how they do business he said I was terrible to deal with as I had shopped around for better pricing. ( i think everyone does that..?) at first he refused to cancel my order and issue me a refund and then after arguing with him for 10 mins about how removing items from an invoice after a sale is shady, he agreed to cancel my order but wanted to keep $300 for the work the sales person had done. I said that was not fair or honest and the reason I was cancelling was due to their poor dealings. I went to the store the following day to get my refund and the owner was not in. I spoke with the store manager who was under the impression the invoice was explained to me prior to payment being received and after learning about how things were handled he apologized and agreed it was poor customer service and should have been handled a different way. He said if it was him he would have refunded my amount as he agreed there shouldn't be any charges towards me for wanting to cancel the order after what had happened but the owner gave him specific instructions not to do so but now the amount had changed to $390 for "visa transaction fees". So at this point I am still out $390 after a very bad experience dealing with the deck store in Edmonton. Save your time and money and avoid this store! read more

Evidently these guys think they are the only game in the city. Asked them if they could match Lowes' price for Trex composite deck (%15 lower) and they said no. I'll take my ten thousand dollar project to Lowes. Terrible. read more

Recommend Joel Paris. Gave them dimensions for the deck for the existing deck, and a plan for an extension, they gave us the design, with all the dimensions for a deck extension. They also gave us helpful drawings that told us where the boards of the different sizes went on the design. Were helpful, would recommend, and use again. read more