"Excellent service"

Excellent service, very clean would recommend them to anybody

"Great knowledgeable service"

Great knowledgeable service

"Excellent service from start to finish"

Excellent service from start to finish. Would highly recommend The Cheshire Stove Shop. Our new inset log burner looks fantastic; we received good advice in the showroom on the various products available and their benefits. The installation was efficient with minimum disruption, the team were very courteous and provided useful advice on future usage.

"Installation team was fantastic"

Installation team was fantastic, constant updates as work progressed. Went out of their way to make install as neat as possible, as issues arrived. Would highly recommend. Excellent price A+++++

"Sales not pushy but knowledgable and…"

Sales not pushy but knowledgable and helpful...
Excellent workmanship from friendly professional installation team who made the minimum possible mess and then cleared it up.
Job was on time and finished in the day, the slight changes needed to suit the actual installation were handled without drama.
Nice people who know what they are doing :-)

"5* from the initial consultation to the…"

5* from the initial consultation to the fitting of our stove. Great communication and customer service. Stove fitted with no mess and house left spotless. Would definitely recommend. Thank you 🙂

"Great service from start to finish"

Great service from start to finish. Very attentive yet without the usual pushy sales you might encounter at other places. Recommend to anyone

"Excellent advice and service."

Excellent advice and service.

"Exceptional Customer Service and Quality"

A fantastic customer experience from start to finish and really pleased with the job done. Would highly recommend.

"Unhelpful, obstructive and without empathy"

Unhelpful, obstructive and without empathy.

We ordered and paid in full for a stove costing over £2000 from the Cheshire Stove shop. We had to have a hole cut in our zinc roof for the flue to go through and this company was going to do it for us. Unfortunately at late notice we discovered that we had been the victims of a cowboy builder. Not only had the builder taken a lot of money from us but it became apparent that alot of the work he had done was awful, including our roof which was unsafe. As much as we hated to do it we had to cancel the appointment to cut a hole in the roof. As soon as our architect had left telling us to stop the job we rang the stove company. Unfortunately they had left for the day so we left a message contacted them again first thing in the working. We were left with a construction site, no builder and a toddler in an environment full of hazards including code 1 electrics for more than five months. We were very, very sorry for letting the stove company down and relayed this on the phone in the morning. The MD on the other hand was extremely unsympathetic and was very obviously annoyed. What would he have done in our situation-continued with putting a hole through an unsafe roof? Our hands were literally tied. We could not continue with the work in its current state, we have subsequently been informed that by a building inspector whose report we have offered to pass onto this company.

Weeks later and fairly last minute we finally found a group of people to help us get back on track and were ready to arrange to cut the hole in the roof again. The Cheshire Stove Shop did not have any availability until three weeks later. Unfortunately this wasn’t an option for us as the help was not available indefinitely. We asked if they could work out of hours to try and help us, but the MD said they couldn’t or he was not prepared to ask his engineers. This we can fully accept and this is NOT why we are giving them a bad review (in fact we are now pleased that they didn’t have any availability - it mean’t we didn’t have to deal with them again). What we can't accept is the manner in which the MD of this company went about things. It was almost as if he wanted to punish us for cancelling the first appointment. Something he referred back to in the conversation about cutting the hole and mentioned again to our builder. We tried to explain again what we had gone through, we were sorry yet again for cancelling the first appointment and if he couldn’t help, could he offer some advice or a contact of someone who might be able to? He flatly refused, he was completely uninterested.

The website claims the company has been in the business for 20 years and yet this man (Martyn) could not offer the name of just one person who could potentially help us? We rang other stove companies and they immediately offered us advice and details of engineers we could contact. Why couldn’t the MD do that? This is what makes us feel that this person was being intentionally obstructive / unhelpful and purposefully putting hurdles in our path to make our hard situation even harder. This is why we are disgruntled. He arrogantly said we would never find anyone to help us at such short notice, thankfully he was wrong.

We are not sure if Martyn has ever been in a similar position (hopefully not - it’s hellish) where all you need is someone to be empathetic and offer a few words of advice and encouragement. All he was thinking about was himself. Maybe if he ever does go through a similar event he might realise how grateful you are for a few kind words, even from someone who is not in a position to help.

Our experience has left us thinking that all this man is interested in, is money and getting revenge for the cancellation that was beyond our control. He certainly didn’t give any indication at all he was ever thankful for our custom and the fact that we had spent ALOT of money with him. The fact is, he had our money and our problem wasn’t his problem. Perhaps this is indicative of the business as a whole, but we would like to believe that it is more likely reflective of this one individual. There is a lovely man who works here and although he couldn’t give us any advice at least he spoke to us politely and didn't go out of his way to be obstructive. We will definitely not use this company again and wouldn’t recommend them.