"Appalling lack of service."

As with many others, I wish I had read the reviews first as it has been one problem after another. It seems that if the sale goes smoothly you are O.K. hence the 5 star reviews, but if not you can forget any sort of service. The first problem was that their online payment system didn't work so I rang up. I was told that they wouldn't know until the next day whether payment had gone through or not, but they would ring me to let me know. Second problem - no call received, so I rang them again. No apology and when I asked why they hadn't done as promised, I was told they had been busy! Third problem - the goods arrived without the prior notification of time that I was told to expect and were a mixture of black and stainless steel instead of all black. I immediately informed them, but they insist on photographic proof. The reason for this changes, but finally they admit that it is to "verify" the truth of what I have claimed. Casting doubt on your customers' honesty isn't a good sales tactic! Quite what I stood to gain by misrepresenting the facts, as all I want is for the wrong coloured parts to be changed like for like with the correct ones, is totally incomprehensible. So, a fortnight after putting in my order, I still have the wrong parts and no resolution in sight. I will post an update when this sorry saga is over. I only tried to buy from this bunch of incompetents because I mistook their website name for the supplier I have used previously. A mistake I shall be careful to avoid in future!

"DONT BOTHER"

Terrible company to deal with ! I ordered a wrong size which I would like to swap but apparently it’s ‘bespoke’. Refused to let me talk to a manager and less than helpful. Complete rip off and crapp service

"Couldn't fault customer services."

So read so some of the reviews and was a bit nervous of using them but have to say couldn't fault it. Made an initial phone call as was unsure what part I needed and the guy couldn't have been more helpful. Part arrived day after ordering but I decided not to keep the stove I bought so no longer needed the part. Emailed in about returns, got an email back same day with all the information I needed. Returned item, got an email to say part was being refunded and all went smoothly. Honestly was probably the best customer service I've had for a while. Granted there are good and bad about most companies but credit where credit is due.

"Do not use! Unreliable"

I wish I’d read the reviews before purchasing flue equipment. Next day delivery stated. Items in stock on website. When items didn’t arrive next day called. Couldn’t get through for hours. When finally did was told items not been despatched as some not in stock. Asked when they would be in stock, couldn’t give a date. I said do you think it would have been good to let your customer know this via email? Asked for a refund. Had to call next day as no confirmation of cancelled order. Spoke to the most un helpful bloke, who said they have lots of refunds to process (really says a lot about the company) & would be 10-15 working days. Got a refund after a week, would not recommend to anyone. Only recommendation would be, go on a customer service course!

"Genuinely jaw-droppingly bad."

Genuinely jaw-droppingly bad, my experience was a lying and unhelpful company. Not a stockist, a cheapo 3rd party drop shipper who have zero clue about the products and zero respect for customers. Phoned twice to check stock and delivery time, was told all was fine and delivery would be next day. After 3 days discovered the absolute BS in everything they were saying, they had never even bothered to check stock or delivery date until my third call, despite all the assurances. By this point I realised they were sham and were never going to deliver. I dealt with Luke, he was unhelpful, vague and talked nonsense, promising delivery would be the next day when I had already been told by this point most of the order was out of stock. Really gutting, lost 4 days with them but thankfully found a company online with a better attitude and better stocks and they delivered next day. By all means treat customers with contempt, in the long run the wheels fall off sooner or later.

"Outstanding service from start to…"

Outstanding service from start to finish. Really helpful all the way from the guys there.

"The products are good and so is the…"

The products are good and so is the postage but the customer service is not existent and they never reply to emails.
I rang them for information regarding the Flues and the man on the phone sounded like he had just woken up and had no knowledge whatsoever about the products he’s meant to be supporting.
Terrible service

"Can't fault this company."

I ordered from this company and then looked at the reviews. So I was a little nervous. I phoned up to make the order and call was answered quickly. Order was made and arrived quickly. Email confirmation does say to check for damage and report with in 24hr.
Nothing was damage and nothing missing. Can't fault them at all. Great company.

"Great products and delivery was seem less"

Great products and comparable prices. Arrived next day even though they actually phoned me to say may be delayed.

"Flexible Flue Liner"

I bought Flexible Flue Liner bundle + extra couple of items on late Friday and got delivered on Monday early morning. Besides lots of bad reviews I am pleased with the service and also good prices compare to another similar websites. Thanks!