I've read some really awful reviews on this company but I honestly have to say I have my stove within a week of ordering, infact I could have had it within 4 days but we couldn't take delivery.
Ok yes it's kerbside delivery, a little inconvenient but for the price you pay and the freebies it comes with, to me that was perfectly acceptable! I can't comment on customer services I've not had to contact them as I've had no problems whatsoever.
In a nutshell, if you want all singing and dancing service then go to your local stove centre. If you want a great price without the frills, then I can't fault this company
After much searching on the internet we went to Stoves Are Us as they had a show room in Darlington, our home town. The service we got from Wendy was absolutely fantastic. She answered all of our questions and gave us great advice. I would recommend the Darlington store without hesitation - Wendy in particular.
I wish I had checked the reviews of this company before ordering our stove. What sold us was the good price with all the extras added on. However, we had problems with the delivery side of things. On ordering online, we received a phone call (no email) to arrange delivery. A date was agreed. We were told we would get a phone call an hour before delivery from the driver. We popped out the house for 15 mins in the morning (noting that we had not yet received the hour's notice) and got back to find a phone message saying that delivery had been attempted and that we would have to pay £50 to re-arrange (their terms state that the driver should wait for 15 mins at your delivery address before moving on - clearly not the case here). On talking with Stoves R Us, we were told that we would have to pay and that they don't provide such calls, giving an hour's notice. Basically, we were lying and the only way to get the stove was to pay them more money.
Stove arrived on Friday, but it got dumped on the side of the road. I had to find a willing neighbour to help me lug it into our house, because the delivery man told me he wasn't able to do that. I couldn't inspect it for damage because it was heavily packed up and he had to rush off for his next job. So much for the 15 minutes that's stated in their terms and conditions.
I won't be ordering from them again. I won't be recommending them to anyone and I urge you to think twice before parting with your cash. I just hope our stove is in good working order.
Ordered stove in November 2012 and had continual excuses and delays.
I had to cancel my Gas Fitter several times - he was not very pleased!
They finally gave me a date for delivery in mid December but they failed to deliver stove on the designated date.(Waited in all day)
After several phone calls they said they would deliver a week later.
The van finally arrived but with the WRONG stove.
I once again cancelled my Gas Fitter.
The following day a further delivery arrived with unknown parts!
I cancelled my order and wrote a letter of complaint but did not get the courtesy of any reply.
I also e-mailed the company, again with no reply.
The customer relations department is useless - if one exists?
Maureen Moult found this review useful
Although they were the quickest and cheapest to respond to my quote, they made promises to me on availability and delivery of my Stove & Flue kit which was simply not true. I had several stalled deliveries and drivers ringing me up with incorrect address details. I had to constantly badger the staff and chase them through the entire process to get all the required parts for my Installation date and they still ended up sending me the wrong kit , which luckily my installation chap was able to modify to fit. I have never used another company so i have little to compare with, installing a stove and sourcing all the parts yourself is the most cost effective way of doing this, but be prepared for a headache!
I ordered a aarrow stove and fitting kit over the phone with the company. Next day the stove turns up but the fitting kit was missing 1 part and the adapter was wrong. Customer services said that cant send it next day like the stove, it will take 3 days. 2 weeks later still no parts but the installer is already booked so i have to purchase the parts at a local store at the cost of £92.
I am fitting 2 more log burners but will not be using these people again and I would advise no one else to either.
Can't thank stovesareus enough... Bought a Aarrow boiler stove which turned up on their next day delivery service, the stove was then fitted a week later by their expert installation team. Can't fault the easy ordering, super delivery drivers and clean installers. I'd recommend this company to anyone job well done!
Bought a woodburner from Stoves-r-us. Found them to be excellent. Price was the best I could find. I was out of the country for 3 weeks from two days after I ordered it, until 5 days before I needed it. I was a little nervous as it was delivered the day before my installer arrived.
Set up delivery from Singapore airport - no problem, they even called me back to confirm something. Stove arrived as promised. Evreything in order. Stove now in and I'm very impressed with the service I received. I would recommend to anyone, but I see that I am in a minority of one.
I judge as I find and I can't fault my experience. 5 stars from me.
I ordered my stove 3 weeks ago and still not heard anything Promised to get me the stove here by Friday but failed again
I was told the price match did not count as the price did not include "free" items at the competitor So was not the same deal Buy elsewhere and save the hassle
Paid the £25 for a survey after being told we could have a soild flue burner, 3rd party engineer called and told me I should never have been given that information by Stovesareus. Please do not pay money to Stoves are us, find a local company and ask them to provide you a quote.
Having bought a woodburning Tiger stove i was given a delivery date. This was missed as the delivery company was given an incorrect address for me. I live in TW17 (Twickenham) and they sent my stove to SW17 (London). The driver called me to say it was out of his patch!!!! I called S are Us and they rearranged it for the next day 22nd Dec . It didnt arrive by 14.30 and was promised before 12.00 so i called them. It was despatched later and arrived about 17.00hrs. On arrival the flue pipe i ordered with a £35 upgrade to provide a cleaning door was missing. I called them and it was promised for the Friday coming (2 days later). That was before Xmas and it arrived after the first week of Jan 2012. Overall the entire thing was a real pain and had me calling them all the time. As a customer, it wasnt a good experience.
Ordered a woodburner and received confirmation that it would be dispatched within 5-7 days. Goods were not received as advised (lie no.1) and had to call to chase. Was told someone would call back and they didn't (lie no. 2). Called again to be told that item was no longer in stock and would take a minimum of two more weeks to arrive, have a decorator booked before then so this new delivery date was no good (it had already been 16 days since order was placed).
Asked to cancel the order and was told it could only be done in writing. After some discussion was told that I could do this by e-mail, which I did. Spoke with the first customer services person who told me she would personally ensure that refund was done the following morning (lie no. 3). Money was not refunded. Called again and spoke to a second advisor who told me it would be done that afternoon (lie no. 4). Still no money. Eventually spoke to the manager who told me that there was no-one at their company able to action the refund and it would have to wait another day (this is obviously a standard response as this excuse had already been used by the first advisor on the previous day)- possibly lie no. 5.
Was eventually told by the manager that according to their Terms and Conditions they do not have to refund the money for 28 days - how can they legally hold on to someone's money for this long after a cancellation for non-delivery of goods?
Without the refund I cannot pay for an alternative and will have to cancel the decorator who has been booked for over a month. Room will now not be ready by Christmas. The general service and customer service is disgaceful and I would not recommend them to anyone. They apologised for the delivery delay but at no point apologised for not refunding the money as promised. Manager seemed indifferent to the fact that his staff were promising refunds that they were not following through. Unsatisfactory response from someone in charge.
p.s. still waiting for my refund
I ordered a stove from them in 2009 which they told me would be 4 weeks delivery. 28 weeks later and they refuse to give me my money back. The police say its a civil case and won't deal with it so I now have to take them to court
Stoves are us advertise that they will beat any like for like price and that this is guaranteed.
When i found a better price on a stove I contacted them and after being held on the phone for 15 minutes the manager came on and refused to beat the price.
After a long discussion that their site is misleading etc. I was told that they had the right to refuse me as a customer and that they did not want to deal with me! All becuase I found a better price and they didnt wantto beat it.
So avoid Stovesareus unless your happy to be discriminated against for finding a better price.
To reply as a company, please log in to your business account.