Review Time
Good afternoon! I have attached the receipt for my order, as following the order placed on November 29, 2025, the parcel has not been delivered and I have received absolutely no confirmation. If the ordered products are not delivered, I request a refund of the amount paid. Thank you very much, have a nice day!
I purchased white bioethanol fire on 6th December Ive e mailed Whatsapp and used their on line contact form.I have had no response.The Website looks great. I purchased in with confidence,but I am warning others this is not a good Company to buy from.
This is my last email to Astonconcpet«Dear Sir or Madam,Further to the previous correspondence, and in view of your continued refusal to cancel and refund an order that was cancelled on the very day it was placed, I hereby send this final formal notice, setting out a clear, factual and fully documented summary of events.1. Immediate cancellation on the day of purchaseThe order in question was placed on 5 October 2025, between 6:00 and 7:00 a.m., for a total amount of €339.80.On the same day, 5 October, at 07:43 a.m., only a few hours after the purchase, I sent an email requesting the immediate cancellation of the order and a full refund, expressly stating that the order had not yet been dispatched.On 6 October, at 05:40 a.m., I reiterated the cancellation request in writing. I also attempted to contact your company several times by phone, without success, leaving voicemail messages at 07:13 a.m. and 10:01 a.m..2. Contradictory responses and unjustified refusalBetween 5 October and 13 October, your company provided contradictory responses, alternately stating that the order was:“in the process of shipment”,“already dispatched”,and later (email of 12 October) that it was still necessary to verify with the logistics department whether the order had actually been shipped,before again asserting on 13 October that the order was “in transit”.At no point was any serious or contemporaneous proof of dispatch provided to support these claims.3. Actual shipping status – order suspendedI am in possession of screenshots of the tracking information provided, which clearly show that the order is not in active circulation, but rather stalled / suspended. This directly contradicts your repeated assertions that the shipment is “in transit”.This demonstrates that the refusal to cancel was not based on a genuine logistical situation, but on an allegation used to unlawfully prevent the exercise of my consumer rights.4. No delivery and unlawful retention of fundsTo date:no goods have been delivered;no refund has been issued;Aston Concept is unlawfully retaining the amount of €339.80, despite the immediate cancellation and repeated formal requests.5. Final demand and competent authoritiesIn light of the above, and considering all attempts at amicable resolution definitively exhausted, I hereby demand the immediate and full refund of €339.80, within a strict and non-extendable period of 48 hours from receipt of this message.I further inform you that this complaint will be formally submitted, together with all supporting evidence (emails, voicemail records, tracking information and screenshots), to the following authorities and bodies:Directorate-General for Consumer Protection – PortugalPortuguese Electronic Complaints Book (Livro de Reclamações)European Consumer Centre – Portugal (ECC Portugal)European Consumer Centre – France (ECC France)Competent Consumer Dispute Arbitration CentreThe payment-issuing bank, already informed and in possession of all evidenceRefund details are as follows:IBAN: PT50 XXXXXXXXXXXXXXXXXXXSWIFT / BIC: XXXXXXXXXFailing settlement within the stated deadline, the procedures already initiated will proceed without any further notice from me.I await written confirmation that the refund has been processed.Yours faithfully,Alexandra Pereira
Poor customer service, i have ordered 2 pieces for firepit, i have been emailing them to know when i will receive my order but they are not responding. There is no direct number to contact them. Better buy different brand but i will not recommend them. Poor customer service
This company is likely a fraud. Ordered two items from them and only one ever arrived (at the wrong address as well, which they couldn't be bothered about). Royal Mail clearly did prove there was only ever one parcel. Asking the company whether they sent two parcels, five emails were ignored over the course of three months. Asking the company to provide evidence of them sending a second parcel was again completely ignored, despite multiple follow-up emails. I have to conclude this is a fraudulent company and you should stay away. I guess many reviews here come to a similar conclusion. Stay clear.
Good afternoon! I have attached the receipt for my order, as following the order placed on November 29, 2025, the parcel has not been delivered and I have received absolutely no confirmation. If the ordered products are not delivered, I request a refund of the amount paid. Thank you very much, have a nice day!
Only gave 1 as 0 is not an option. I ordered a bio ethanol fire from this company during the Black Friday sales. The dispatch date was 1/2 days and delivery up to 12 days. I needed this fire as supplementary heating as I am currently having chemotherapy. After receiving an email after 3 days saying that the item had been dispatched I was hopeful. I tried the tracking number, no connection to any tracker. I sent several emails, the responses were either in French or none. I have still not received the item and had to contact my card provider for a refund. Please beware when dealing with this company.
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