"Refunds are lengthy 2 week delay for money return!!!!"

Ordered some parts - great delivery. But we got the parts wrong we wanted to exchange for the right ones and pay them the extra money. Flat out refused !!! We had to post back at our expense then we got told we had to wait 2 weeks for a refund!!! Electronic transfers are instant in this day and age so they clearly keeping the money to gain interest on cash which is not theirs. Their customer service stinks don’t use them!!!!

"this company had given me inaccurate…"

this company had given me inaccurate advice.

"Ordered my flue at 1:58pm 2 mins before…"

Ordered my flue at 1:58pm 2 mins before the next day delivery cut off and received it 8am the next morning. No problems at all

Edit -

Placed another order with flexifluedirect again not long left before the cut off time and again the item arrived the next morning, high quality pipe as well alot thicker and heavier than the stove pipe I received elsewhere

"Rubbish service"

Ordered on Wednesday for next day delivery. Arrived on Tuesday the following week. No help trying to find out what had happened to. Y order. Promised to call back on two occasions but never did. I will never use this company again. Pete

"Took the money but didnt supply the goods"

I wish that I had taken a look here before ordering!!!!!......... I live in France but while I was in the UK i decided to buy some flue for a stove installation that I would do in France on my return. It wasn't much, 3 pieces of 180mm twin wall to get me past a timber lintel and into the twin walled flex flue.

Size details for one part were inaccurate on the web site for the twin to flex adapter so I called the company for more accurate details. I explained that this needed to be 100% correct as I would be taking the flue parts to France and getting it wrong would cause a problem.

Sizes were confirmed so I went on line, ordered the 3 flue parts and a day later the box arrived and in good condition. I wasn't leaving for France for a few days so I left the items in the box unopened until the day that I was leaving. I opened the box to pack the items into the car and there were only two items. The part that I had been discussing wasn't there.

I called them as I was traveling back and asked why? They had none in stock and yet this didn't get flagged up when I placed the order. Many web sites show stock level and don't allow you to place an order if they don't have stock. This is perhaps more commonly the case than not.

So I asked if they would post it to me in France.

Flatly refused. No post outside the UK. I would have been prepared to share the cost but that wasn't an option. They just won't do it, even after I complained about them taken my money for the goods they didn't have. All that they would do was credit me or send to the flue part to the same address in the UK that the other parts were delivered too.

I am now going to have to find the missing part in France or start again with a new order for one component from a UK company who will post to France.

I think that what they have done is very easy to avoid in the web site. If I had been aware at the time of ordering I would have purchased a complete flue order from somewhere else. There are plenty of others out there.

At the time that I placed the call they still hadn't the item that I had paid for in stock. That is out of order. Anyone can sell stuff that they don't have and its really good for cash flow.

BEWARE YOU MAY NOT GET WHAT YOU ORDERED.

"Really poor customer service, huge delivery costs for an item delayed by 3 weeks!"

Really poor customer service, responds to queries however is not helpful and does not take responsibility for helping a customer. I placed an order on the 20th February and to date it is still not received - despite a £9.50 2 day delivery charge! I was told to contact ParcelForce myself and claim compensation from ParcelForce!! I think they're failing to realise they are the merchant here and therefore they are responsible for the fulfillment of the order!

"Box too small for flue liner. Bend tighter than minimum recommended limit potentially voiding liner warranty."

Flexi Flue Direct forward orders to Flue Supplies for processing.
Flue Supplies packed the liner into an undersize box so the curvature radius is smaller than the recommended limit.
This risks damaging the liner and may void the warranty before the liner is installed. Worse still any damage may pose a safety risk.
Very poor quality control - I received no response regarding corrective action to stop it happening again.
Complacent attitude (they sell loads and 'no-one else has complained')
Issue has been reported to trading standards and Hetas .
Buyers beware.