We have recently used this company and I can say without a shadow of doubt, the customer service we received was the worst we have experienced. They caused upheaval and the entire order was an ordeal that we certainly don't ever want a repeat of.
To cut a VERY long story short. We ordered pipe from this company and every single piece of pipe was damaged bar one. After we contacted the company we were told that we had to pay for the return of the items which we were promised would be refunded in full. To date we are still waiting for a refund. After speaking to the sales representative 'John' several times in regards to refunding the postage payment we were eventually told that their accounts department can be somewhat fussy and if they do refund the payment then treat it as bonus but certainly do not expect it. (unbelieveable).
The icing on the cake was when 'John' said to me "I just work here, I do not own the company" after I asked him if this was exceptable service. (One of the golden rules in any customer service situation is to accept responsibility and not defect it. As this makes situations twice as bad ESPECIALLY as 'John' was an employee and representative of the company)
In the end I ordered the pipe from another company who sent it to me undamaged and we now have a fantastic multifuel burner installed and working fine.
I urge people reading this to think twice before using this company. They do not accept responsibility for the company that they use and they certainly will not refund you the payment for returning the items if damaged. The entire experience was the worst I have ever encountered and I deal with businesses on a daily basis.
Yes they are the cheapest for 6" pipe on the market. However, my advice would be look around and pay the little bit more for peace of mind and a better service.
To add - I live in a rural area where many of us are puting in our own stove systems to date this company has lost out on four complete stove orders after I told people around me about the service I received.
Whatever you choose good luck with your installation and I hope that you have a better time with your orders than we did.
Happy to have received full order in good condition so 4 stars. It was impossible to reach a representative of the company via their 0845 numbers and they did not reply to my emails. When it did not arrive within the 3 days specified I panicked when I was able to reach anyone after hours of phoning. had they had a sympathetic receptionist to tell me they were busy and not going bust they would have got 5 stars from me.
I ordered a twin wall system from fluestore it was delivered all ok. I had several items to send back (which were not required) I did this as instructed on their website. 2 weeks later no refund and unable to contact via telephone and not replying to emails.
Credit card company now involved taking action
Be very cautious buying from them!
hi ordered a £500 Asgard fire from them it was damaged on arrival contacted them they said they would only offer compensation for damage if i spent another £500 on flue system with them. Ordered flue system but no refund. No response to emails
will now be taking legal action to get matter resolved
Now left with damaged fire and £1000 out of pocket.
They may be cheaper than other companies on the net but be warned you will pay for it in the long run for it.
It's not about the problem it's about the willingness to put a problem right should one arise. Our stove arrived promptly unfortunately when our fitter came to put it in we discovered that the carrier had dropped it and it was useless. I contacted the store that day and they had a new one delivered the following morning at 0845 in time for my fitter to finish the job. Thank you guys.
items delivered without notice.delivery was 8 days even though they state orders shipped in 24 hours. placed in large open box at side of house. Flue liner dented, had to cut 4 foot off as useless. all other items loose and dented. Chimney cowl and flue pipe connector look like they were shoddily made in china. 90 degree chimney pipe connector with door that doesn't fit tight. guess you get what you pay for.
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