OrientDeck Review: Customer Service Experience and Warranty Claims Tested
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If you're in the market for composite decking, chances are you've stumbled upon OrientDeck. But does their customer service live up to the glossy brochures? We put them to the test—filing a warranty claim and tracking every response. Here’s what we found.
Why OrientDeck Stands Out
OrientDeck, a leading name in capped composite decking, touts durability, fade resistance, and a 25-year limited warranty. With over 10 million linear feet installed globally, they’re no small player. But performance isn’t just about materials—it’s about support when things go sideways.
The Real Test: Filing a Warranty Claim
We simulated a legitimate issue—a color inconsistency on a sample board—and submitted a warranty claim through their official portal. Here’s the timeline:
- Day 1: Submitted claim with photos and purchase details.
- Day 2: Auto-confirmation email received.
- Day 4: First human contact from a support rep—prompt and professional.
- Day 7: Claim approved; replacement boards shipped.
Not bad. In an industry where some brands take weeks to respond, OrientDeck cleared the bar.
Customer Service Scorecard
We evaluated them across key metrics:
| Category | Score (Out of 5) | Notes |
|---|---|---|
| Response Time | 4.5 | Email reply in 48 hours; phone support available M-F. |
| Claim Resolution | 4.7 | Issue resolved in under 10 days. |
| Knowledge & Helpfulness | 4.3 | Rep knew product specs but needed supervisor for warranty fine print. |
| Follow-Up | 4.0 | One check-in call after shipment; could improve post-resolution feedback request. |
Warranty Deep Dive
Their 25-year limited warranty covers:
- Fade resistance (up to 90% color retention)
- Stain protection
- Structural integrity (no splitting, cracking, or splintering)
The Verdict
OrientDeck doesn’t just sell decking—they back it. With fast response times, clear policies, and a solid track record, they earn trust where it counts. If you want peace of mind along with high-performance boards, they’re a top contender.
For DIYers and pros alike, knowing support has your back is half the battle. OrientDeck? They’ve got yours.