Oh dear! I seem to have the same problem too. I initially managed to get hold of him quite easily (he obviously knew that I was a new customer). I sent him my template of the glass I needed replacing on 4th Feb. As I hadn't heard from him I rang him on 12th Feb and again got through. Whilst I was on the phone he had to open numerous envelopes to see if one of them was my template but as none turned out to be mine he asked me to text him a photo of the log burner. He knew immediately which piece of glass was needed and said that he had it in stock and would post it out to me that afternoon providing I paid £29.65 (including delivery charge) which I did using my credit card. It is now 9th March. I still have not received the glass. For the last 3 weeks I have been trying to get hold of him via email, his landline and mobile. To date I have had no response to my emails, he has not returned my messages I have left him - all I get from his mobile now is a permanent engaged tone and his landline answer machine cannot take any further messages as it is full. I will endeavour to get my money back but will be in touch with both Trading Standards and the Police.
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