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Cladco Profiles® Ltd Reviews 8,926

TrustScore 4 out of 5

4.2

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Review summary

Created with AI, based on recent reviews

Considering 157 reviews, reviewers had a great experience with this company. Customers frequently praise the company for its excellent products, with many highlighting the quality of composite decking and cladding. Reviewers often mention the efficiency and professionalism of the service, from helpful staff to smooth ordering processes. The quick delivery of samples and orders is also a recurring positive point, with many appreciating the detailed communication regarding delivery times. However, some customers expressed dissatisfaction with certain aspects. A few people reported issues with the durability and fading of composite decking, with some experiencing warping or staining. There were also concerns about high delivery costs, particularly for smaller orders, and some reviewers received damaged products or experienced delays in delivery.

What people talk about most

Product

Reviewers highlight ambiguous aspects of product quality. Many customers praise the high quality of sheet... See more

Delivery service

Consumers find delivery service to be ambiguous. Many reviewers praise fast delivery, with some receiving... See more

Quality

Customers consistently note ambiguous experiences with quality. Many reviewers praise the high quality of... See more

Order

People report ambiguous experiences with order. Many customers praise the easy online ordering process, good... See more

Service

Users describe ambiguous interactions with service. Many customers praise the excellent and professional... See more

Reviews shaping this summary

Rated 4 out of 5 stars

Excellent product and company is very easy to deal with. Only thing is delivery is expensive. Nearly £10 for one bag of screws seemed a lot.

Company replied

Rated 5 out of 5 stars

I spoke with Zak at CLADCO . Really helpful, got everything sorted out. Got good advice and pricing was competitive. I tried other suppliers CLADCO were miles ahead in every aspect. Would not bother n... See more

Company replied

Rated 5 out of 5 stars

We bought composite decking and are supper happy with our purchase- it turned out great. Initially quoted via their website live chat, the guy(Stuart Hilton) was very helpful & knowledgeable. After ju... See more

Company replied

Rated 5 out of 5 stars

Lovely sample box sent FOC with all the colour options included. The finish I really liked from them was discontinued last year and I couldn’t find one that was similar, so not actually purchased any... See more

Company replied


Company details

  1. Building Materials Supplier
  2. Fence Supply Store
  3. Roofing Supply Store

About Cladco Profiles® Ltd

Written by the company

Cladco Roofing. Cladding. Decking. Fencing.

Cladco Profiles® Ltd is a family-run business based in Devon and Andover, delivering roofing, cladding, decking and fencing materials to customers since 1972. Trusted across DIYers and trade professionals, we are constantly adapting to ensure the best possible service for our customers. Our team of experts are here to help throughout the life of your project; from quoting materials to providing help and advice on installation.

Our Mission Statement

Written by the company

Supplying high-quality, sustainable items at a competitive price.
We are committed to producing the highest-quality products, using recycled and sustainable materials wherever possible. With continued investment in product development, we strive to meet customer demand and maintain our commitment to quality and innovation, as well as competitive pricing.

ISO‑Accredited Standards You Can Rely On

Independently certified for quality, sustainability and health & safety across everything we do.

We operate in line with three internationally recognised ISO standards: ISO 9001 for quality management, ensuring consistent products, reliable processes and continual improvement; ISO 14001 for environmental management, demonstrating our commitment to reducing environmental impact and operating responsibly; and ISO 45001 for occupational health and safety, providing a robust framework to manage risk and protect our people. Together, these certifications give you confidence that you’re choosing a supplier that works to high standards, values responsibility, and puts quality and care first.

Contact info

Promotion box for Cladco Profiles® Ltd

FREE Samples Across Our Product Range

Try before you buy! Experience our sample products for free today.

4.2

Great

TrustScore 4 out of 5

9K reviews

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Rated 1 out of 5 stars

I was a customer of Lawrences and his…

I was a customer of Lawrences and his father when they started out in a small unit in Hatherleigh, where they would help you load and make sure you were happy, so went back to them for some box profile sheets and to my disgust was told, we cannot put them on your roof rack as it has upstands, I asked if the forklift could be raised in line so I could slide them on, no cant do that, we will put them on the floor behind your truck, ok could you give me a hand to put them on the roof rack, no not allowed, so all these young fit people watched a 67 year old struggle to put these sheets on the roof of his truck. Went to South west fixings for ply and they loaded it onto my truck roof rack no problem, went to RGB and had the same help. I am afraid that you have lost sight of customer care and are quite happy to make me and other customers risk damage and injury in your car park because your insurance says you are not allowed. Won't use you again.

June 19, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good afternoon Tony,

Thank you for taking the time to share your feedback. We’re genuinely sorry to hear about your recent experience and the frustration it caused.

We greatly value long-standing customers such as yourself, and we’re proud of the roots Cladco has in Hatherleigh. While we’re no longer based in that original small unit — and haven’t been for nearly 20 years — the care and respect we have for our customers remains unchanged.

That said, over the years, legal obligations, health and safety standards, and insurance requirements have evolved significantly.

These changes now place strict limitations on how we can assist with vehicle loading, particularly when there is a risk to the safety of customers, our staff, or the public. While it may seem like we’ve lost sight of the service you once received, we can assure you it’s quite the opposite — we’re doing all we can to operate responsibly and safely in today’s environment.

We appreciate your feedback and hope that, in time, we may have the opportunity to welcome you back and provide a more positive experience.

Kind regards,
Cladco Profiles.

Rated 1 out of 5 stars

DELIVERY TIMES ARE 3 WEEKS FOR SOMETHING "IN STOCK"

Wanted to make a large decking order. The website says 5 working days, but I rang to check if it was in stock just to be sure and was told it will be 14 working days. Guy said, "You can collect it way sooner, though, if you are able to collect it." WENT TO ANOTHER supplier, as 14 working days is effectively 3 weeks!

June 18, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good morning Henry,
 
Thank you for taking the time to share your feedback — it’s always appreciated.
 
We’re sorry to hear that the delivery timeframe didn’t align with your expectations. While we aim to dispatch all orders within our standard 5–7 working days, there are occasions during particularly busy periods when this may take a little longer, even for items listed as ‘in stock’. This is largely due to high order volumes and the logistics involved in getting everything out efficiently and safely.
 
For customers working to tighter deadlines, we also offer a collection option from our Okehampton or Andover depots, which can sometimes be a more immediate solution — though we appreciate this may not suit every project.
 
We’re sorry to hear we weren’t the right fit for your needs on this occasion, but thank you again for your comments. Feedback like yours helps us continue to refine and improve our service.

Kind regards,
Cladco Profiles.

Rated 1 out of 5 stars

I would avoid using this company

I would avoid using this company. ordered a large order of cladding and was told delivery would be up to 3-5 days. 8 days later I ring up to ask for an update on my order and I'm now told it will be in another 11 days time...

explained this is to long and its holding up a job so I would like to cancel and have a refund. told to put it in writing in an email and someone will issue a refund within 10 days...

completely unacceptable!

if you're looking for a reliable firm for cladding or decking I would look elsewhere.

June 16, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good morning Ryan,

Thank you for taking the time to share your experience, and please accept our sincere apologies for the delay and the inconvenience it has caused.

We completely understand how frustrating it must be to wait longer than expected, particularly when it impacts ongoing work. While we always aim to meet the delivery times stated at the point of order, this unfortunately isn’t always possible during our busiest periods. As outlined in our terms and conditions, any dates quoted for delivery of the goods are approximate only and may be subject to change. That said, we appreciate that delays without clear communication can be extremely frustrating, and we’re sorry for the disruption this has caused.

Regarding your cancellation request, it is company policy that we require written confirmation in order for us to proceed with cancelling the order. We’re sorry for any added frustration this may have caused.

Your feedback has been shared with the relevant teams and will be used to help improve our processes moving forward. Once again, we apologise that your experience did not meet expectations, and thank you for bringing it to our attention. If you wish to speak to us further on the matter, please feel free to contact customersupport@cladco.co.uk.

Kind regards,
Cladco Profiles.

Rated 1 out of 5 stars

Extremely Disappointed

Extremely Disappointed – Avoid Cladco Composite Decking!

We purchased 100sqm of Grey Composite Decking from Cladco just 12 months ago, and the results have been nothing short of disastrous. What was promised as a durable, low-maintenance product has instead warped, twisted, and discoloured in a matter of months. The decking looks terrible and is now unsafe in several areas due to the warping.

Even more frustrating is Cladco’s complete lack of responsibility. Despite clear evidence of the issues, they have shown no interest in resolving the problem and instead just paid us off with less than 10% of what we paid for the decking, let alone the labour costs incurred. They seem to be washing their hands of it. Their customer service has been unhelpful and dismissive, leaving us with a costly mess to sort out and blaming everything on us.

We used the ‘stainless clips’ that they supplied, they have since removed these and advise T Clips instead.

If you’re considering using Cladco for decking – don’t. We deeply regret the decision and hope this review saves others from making the same mistake. Very poor quality product and worse customer care.

August 15, 2024
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good morning Bea and Lee,

Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience and the disappointment it has caused.

Following your initial complaint concerning your decking, we conducted a thorough investigation into the matter, which included a site visit. It was concluded by both Cladco and an external source that there was no manufacturing defect or fault with the product itself.

We understand you were dissatisfied with the goodwill offer extended, and we’re sorry this didn’t meet your expectations. Please be assured it was offered in good faith to help offset some of the inconvenience you described.

Your feedback has been shared with our Customer Support Team, and we remain committed to continuous improvement across our service.

Kind regards,
Cladco Profiles.

Rated 1 out of 5 stars

Go elsewhere

I had an extremely disappointing experience with Cladco. My order was delayed by three weeks with zero communication from their side during that time. I had to chase them down just to find out what was going on. When the delivery finally arrived, the driver refused to help unload the truck, leaving me to deal with everything myself — completely unacceptable for such a large and heavy order.

The lack of professionalism and basic customer service was shocking. From start to finish, this was a frustrating and stressful process. I will absolutely never use Cladco again and would strongly advise others to look elsewhere.

Save yourself the headache — this company clearly doesn't value its customers. Ordered the rest of the screws and boards from PGR Timber and can sing their praises and was cheaper, just wish I ordered the bullnose boards and fascia from there but was out of stock. Was cheaper too.

June 10, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good morning Adam,

Thank you for taking the time to share your feedback, and we're very sorry to hear that you were disappointed with your experience.

We sincerely apologise for the lack of communication during your order process. We understand how frustrating it can be to go without updates, especially when you’ve had to follow up yourself. As part of our standard procedure, we provide delivery updates only once an order has been picked and is ready for dispatch. However, during our busiest periods, this process can take longer than usual, and we’re sorry for any inconvenience this caused.

Regarding the delivery itself, our website clearly states that we offer kerbside delivery only and that customers are responsible for offloading goods.

We’re also very sorry to hear that you were disappointed with the level of customer service you received. We pride ourselves on delivering a high standard of service and professionalism, and it’s clear that on this occasion, we fell short.

Your comments have been shared with our team, and we’d like to thank you again for your feedback as it helps us improve the service we provide. We’re sorry that your experience didn’t meet our expectations, and we hope you’ll consider us again in future.

If you wish to speak to our team, please feel free to contact our Customer Support Team at customersupport@cladco.co.uk.

Kind regards,
Cladco Profiles.

Rated 5 out of 5 stars

Prompt and informative

Cladco were prompt with the delivery of samples and provided extra information that was very useful in understanding their products and the installation of them.

June 9, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good afternoon Col,

Thank you for taking the time to leave us a 5-star review! We’re pleased to hear your samples arrived promptly and that the extra information was helpful. If you need any further details or would like to speak with our friendly Sales Team, please don’t hesitate to give us a call — we’re always happy to assist.

Kindest regards,
Cladco Profiles

Rated 5 out of 5 stars

Quick and free samples!

Very prompt posting of free samples.

May 29, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good morning Joanne,

Thank you so much for your 5-star review. We really appreciate you taking the time to share your feedback. If you have any questions about our products or need any further assistance, please don’t hesitate to get in touch — we’ll be happy to help.

Kindest regards,
Cladco Profiles

Rated 5 out of 5 stars

Decking

Sample was Ordered Sunday and arrived Tuesday very go will be ordering decking soon great samples can not desire what colour

June 11, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good afternoon Derek,

Thank you for your 5-star review — we really appreciate it. If you have any questions or need further assistance, please feel free to give us a call.

Kindest regards,
Cladco Profiles

Rated 1 out of 5 stars

Samples never arrived and reputation awful on line

I ordered 2 x free boxes of decking samples and they never arrived.
I read the online comments on trust pilot and they were awful. So I used Tudagrass who have been excellent

May 26, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good afternoon Caroline,
 
Thank you for your feedback and we're very sorry to hear that your sample order did not arrive.
 
We understand how frustrating this must be and sincerely apologise for the inconvenience. Our sample packs are dispatched via a third-party courier to allow us to offer them free of charge, but we recognise this can sometimes lead to issues if tracking isn't available. We’re currently reviewing this process to see how we can improve the delivery experience for our customers, and your comments are really helpful in highlighting where improvements are needed.
 
We’re also sorry to hear that your impression of us was influenced by some of the reviews you came across. We take all feedback seriously and continuously strive to deliver the best possible service to our customers. We’re proud to have a large number of positive experiences shared across many different platforms and always aim to learn and improve where we can.
 
Thank you again for taking the time to share your experience, and for considering Cladco.

Kind regards,
Cladco Profiles.

Rated 1 out of 5 stars

Cladco decking: all colour completely gone in just 6 weeks

We purchased Cladco decking product and it has been laid now for a period of 6 weeks. All of the colour has disappeared, leaving a very bland, monochrome surface which is not what we ordered when we chose this product. Cladco has suggested that we buy a product to enhance the appearance of the decking - in complete contrast to their claims that the product has "excellent UV-fade protection." I am prevented from uploading a picture, but I have provided photographic evidence of the complete fading of the product to Cladco but you can see it in my profile picture!

June 10, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good afternoon Alan,

Thank you for taking the time to leave us a review.

We’re sorry to hear you’re disappointed with the colour fade you've experienced since installing your composite decking. As is typical with all wood-plastic composite decking products, a short stabilisation period is expected after installation. During this time, the boards adjust to their outdoor environment and may lighten slightly before settling into their final colour.

As our Customer Support Team explained, the boards are intentionally manufactured a little darker than their final shade to account for this natural weathering process. This information is outlined on both our website and product data sheets.

To help enhance the colour of your decking and offer additional protection, our team also suggested applying a composite wood finish reviver. This can be a useful way to restore depth of colour, particularly during the early stages of exposure.

We understand your frustration and appreciate your feedback. If there's anything further we can assist with, please don’t hesitate to get back in touch if you’d like further advice or support.

Kind regards,
Cladco Profiles.

Rated 1 out of 5 stars

Stay away.

I’ve been a loyal customer for many years, but the company has lost sight of its customers and become extremely rude over the phone for any form of support.

My last two orders have been delayed by over three to four weeks, and both arrived partially damaged. Getting replacement from the company has become a nightmare.

As a result, I will be taking my business elsewhere and wont recommended the company!

June 9, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good morning Dikesh,

Thank you for taking the time to share your feedback. First and foremost, we’d like to sincerely apologise for the experience you've described and assure you that your loyalty over the years is genuinely valued by everyone here at Cladco.

We’re very sorry to hear about the delays and damage to your recent orders, and particularly concerned to hear your comments about the support you received - this is not the level of service we aim to provide, and we take such feedback seriously.

While this is a particularly busy time of year for us, we fully accept that falling short of our usual high standards is not acceptable. We’re committed to learning from situations like this and would really appreciate the opportunity to look into your concerns further and try to put things right.

If you're happy to get in touch with our Customer Support Team at customersupport@cladco.co.uk, one of our Sales Managers will personally review the details and be in contact with you directly.

Kindest regards,
Cladco Profiles.

Rated 1 out of 5 stars

"Over-promise under Deliver"…it Cladco's Moto!

Another over-promise under deliver company messing people around! Booking contractors is impossible when dealing with companies like Cladco. Produce was supposed to be delivered in 5 days... I'm now being told 2 weeks before the courier even collects my order from the depot. I've completely wasted a weeks holiday from work and had to pay for contractors time despite them not being able to work. Thanks Cladco!!!

June 9, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good morning Allan,

Thank you for taking the time to leave a review. We’re very sorry to hear about the inconvenience caused by the delay to your order.

While we always aim to meet our standard lead time of 5–7 working days, increased demand at this time of year can, unfortunately, result in delays beyond our control. For this reason, we do advise customers to wait until materials have arrived and been checked before arranging any installation work.

We completely understand how frustrating this situation must have been and sincerely apologise for the disruption it’s caused to your schedule.

Kindest regards,
Cladco Profiles.

Rated 1 out of 5 stars

The product isn’t very good

The product isn’t very good, it seems to expand and contract to the tune of about 20 - 30mm. It warps it sags.
The customer service is possibly the worst I have ever experienced.
Shame as the product is well priced but not that worth it.

November 15, 2024
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good afternoon David,
 
Thank you for taking the time to share your feedback. We are sorry to hear you have experienced issues and are disappointed to learn of your comments regarding our products and service.
 
We have checked our order system but have not been able to locate an order under your name. If you would be happy to provide further details, such as your order number or the name/email address the order was placed under, we would be more than happy to investigate further and see how we can help.
 
Thank you for your comments regarding expansion and contraction. As our composite decking contains natural elements, a small degree of movement in response to changes in temperature is expected and typical of this type of product. For this reason, we recommend an expansion gap of 7mm to 15mm during installation, depending on site conditions and product type.

However, a movement of 20–30mm, as mentioned, is highly unusual and may suggest either an installation issue or another factor at play. We would welcome the opportunity to investigate this further with you to better understand the circumstances and provide appropriate support.
 
We’re committed to resolving any concerns wherever we can, so please don’t hesitate to get in touch with more information.
 
Kindest regards,
Cladco Profiles

Rated 1 out of 5 stars

Do not buy the joists/battens

Do not buy the joists/battens. The item just splits when screwed and costs a fortune. Unable to receive a refund for the remaining battens unused.

May 29, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good morning Emma,

Thank you for your feedback. We're sorry to hear about your experience using our battens.

We strive to provide high-quality products and excellent customer service, so it's disappointing to learn that the battens did not meet your expectations.

If you haven’t already, please reach out to our customer support team at customersupport@cladco.co.uk, and they will do their best to review the situation again.

Nevertheless, we appreciate your feedback.

Kind regards,
Cladco Profiles

Rated 1 out of 5 stars

Had problems with ordering so spoke to…

Had problems with ordering as the guy on the phone told me the customer couldn’t pay for what I had planned on the online cladding calculator so spoke to someone in the Andover office whose sighed and Huff and puffed like he couldn’t be bothered to help was then told that he would get the online person to phone me and confirm and pay for the order which never happened so I had to redo the cladding calculator in the customers name address and email which then was accepted for them to pay , finally got and paid for the order was then told that the 4 to 7 day delivery was void and it would be 10 days as I was on a schedule to complete this job we called Gladeau on the Saturday and organise collection for the Wednesday which we were told would all be ready i went and collected only to be told that the order wasn’t completely in stock so I could only take 2/3 of it then had to wait over an hour to be loaded. If I’d known it would’ve been this hard to purchase something from a company I would’ve definitely went somewhere else won’t be using these company again.

May 27, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good afternoon Matt,

We are sorry to hear about the difficulties you experienced during your ordering and delivery process. This is not reflective of the standards we hold ourselves to, and your feedback has been shared with the relevant team

We’ve checked our system but, unfortunately, haven’t been able to locate your order based on the details available. If you’re happy to provide further information, our customer support team would be more than willing to look into this and assist you further.

Please do not hesitate to reach out to them at customersupport@cladco.co.uk, they’ll be happy to help.

Kind regards,
Cladco Profiles

Rated 5 out of 5 stars

Absolutely brilliant customer service

Absolutely brilliant customer service, I decided to use box profile steel sheets for cladding on our garden room and, not knowing anything about them initially, spent many hours in person and on the phone asking Cladco lots of questions! Every single person who spoke to me was so helpful, patient and professional, especially Liam and Zak who dealt with my order. The company were very clear and accurate about order times and the delivery was on-time, with regular text updates from a few days before to state exactly what time frame they would be delivering in. Website very easy to use. Honestly can’t fault anything, the definition of how good customer service should be! Also love the Andover offices, all the products on display in a relaxed environment, even a coffee machine!

May 19, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good morning Amanda,

Thank you so much for getting in touch and leaving us a 5-star review. It’s wonderful to hear that our team, especially Liam and Zak, were able to support you throughout your order.

We're glad to hear that this process, from your initial contact to delivery, was smooth. I will gladly pass on your message to my colleagues regarding your positive experience with them.

Wishing you all the best with your garden room project!

Kind regards,
Cladco Profiles

Rated 1 out of 5 stars

Very disappointing

Very disappointing, in terms of their delivery and customer service. I was told 5-7 working days for delivery, this was stated on the quote. I placed the order so 5-7 working days coincided with half term, when I would be at home. Only to be told it’s going to be over 2 weeks instead. I asked why and was told couriers are nothing we can do anything about? For ordering expensive items, you’d expect better delivery options than this!

May 23, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good morning Blake,

Thank you for getting in touch with us. We are very sorry to hear about your recent experience and understand how frustrating this delay must have been. Our standard delivery window is typically 5 to 7 working days, and we do our best to meet that timeframe. However, we recognise that in your case, the delay exceeded expectations, and we apologise for any inconvenience caused.

We appreciate your comments and will be using this as an opportunity to review our delivery communication to ensure we provide clearer timelines and more reliable solutions moving forward.

If you wish to discuss this issue further, please do not hesitate to get in contact with our customer support team. The team can be contacted via email using customer support@cladco.co.uk.

Kind regards,
Cladco Profiles

Rated 1 out of 5 stars

Avoid this company! Rubbish product terrible customer service.

Composite decking faded within two weeks from green to washed out grey! Stains do not come off and warped despite correct installation. Cladco did everything possible to avoid communication. Just fobbed off with natural weathering process. This is not natural,its a cheap and rubbish product that Cladco are still getting away with selling. Cost us financially and stuck with it. Finally took 10 months for Cladco to address situation though I'm not happy with the outcome. Wish I'd read the reviews first. Do not buy composite decking from these rogues. Cladco please don't bother to post back I've already heard your lies and nonsense.

January 16, 2025
Unprompted review
Rated 1 out of 5 stars

Don’t try them

The company who makes my deck suggested another company but I thought to try this one as the catalogue looked ok. But I m already feeling a waste. Their customer support and delivery is very unreliable. I m already afraid reading comments by people who wrote how he product quality is low/

May 21, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good Afternoon Sheila,

Thank you for taking the time to share your feedback with us. We're sorry to hear about your experience and concerns that you have.

We always aim to provide a positive experience for every customer, and again we apologise that this has not been the case. Please be assured that any feedback you have will be taken seriously and will be used constructively to help improve our service.

We couldn't find your specific order, and therefore cannot offer specific advice based on your review. Would you be able to contact our customer support team further? They can be reached by emailing customersupport@cladco.co.uk.

Your satisfaction is important to us, and we’re committed to doing what we can to restore your confidence in our products and service.

Kind regards,
Cladco Profiles

Rated 2 out of 5 stars

Muddled and disinterested

Today was me dipping my toe in the water, so to speak, prior to putting some decking in later this year. But I will end up going elsewhere.

The ordering process seemed straightforward, but then the Cladco 'systems' start getting the facts wrong. I had ticked the box for collection (from Andover), but all the information they sent was informing me about my (nonexistent) delivery, including possible 3 week delays in Scotland - really not relevant.

Slightly unnerved by this, I phoned through to ask when my items might be ready to collect, and I was told they would be ready this afternoon. (I had also left a message to ask to be texted when they were ready, but I never got a response to that).

The collection process was weird. There was a sign to the collection point, but also a barrier to stop you getting to it. It turns out you have to ring a 'front door' bell (on a post), and then a lady will in due course leave her Portacabin and approach the barrier. And, with luck, let you in to wait.

The items weren't ready. They were "in production" she said. She meant she had belatedly asked someone to get the items and bring them to the yard.

She had a studied air of disinterested cheerfulness, which I found difficult. The fact that I had been told that the items would be ready, when they in fact weren't, was "fabulous". But after about 15 minutes a young lad walked across the yard with the items (various battens), and he was quite personable and chatty and helpful. They should put him in charge.

I can't speak to the quality of the products yet - time alone would tell. But the Andover branch didn't seem to be customer-oriented in any recognisable way, and the company's automated comms seemed surprisingly poor and wide of the mark.

Still, I don't think I have to feel too guilty at leaving two stars. I've just read through the 14 reviews that have been left on Trustpilot this calendar year. Over 70% were one star reviews! That's really quite extraordinary. If I had read these reviews first, I wouldn't even have 'dipped my toe in water.

My apologies to Trustpilot - I should have checked on your site first - it's what you're there for.

May 20, 2025
Unprompted review
Cladco Profiles® Ltd logo

Reply from Cladco Profiles® Ltd

Good morning Graham,

Thank you for taking the time to share your feedback.
We’re genuinely sorry to hear that your first experience with Cladco did not meet your expectations. It’s clear that a number of issues contributed to your frustration, from our communication around your collection order to the on-site process at our Andover branch.

We appreciate you pointing out the confusion around the automated delivery notifications – we acknowledge this should not have happened when your order was clearly marked for collection. Your comments have been passed directly to our internal systems team so we can review and improve this process moving forward.

Regarding the collection experience itself, we understand how the lack of clarity and delays may have left you feeling disappointed. This certainly isn’t the service standard we aim to deliver, and we’re currently reviewing our procedures to ensure future customers receive clearer instructions and a smoother, more efficient handover.

We’re pleased to hear our yard team member left a more positive impression – we’ll ensure that feedback is shared with him.
We are grateful for your honesty and will be using your review as a valuable opportunity to reflect and improve. Should you wish to give us another chance in the future, we’d be more than happy to help provide a better experience.

If you would like to discuss your visit further, please feel free to contact our customer support team.

Kind regards,
Cladco Profiles

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