No glass - was supposed to have been despatched first class or Royal Mail tracked on Nov. 6th but tracking number is not recognised by Royal Mail No answer to the phoneNo reply to my emailSo No FireWe have now received our glass but still no replies to any of our emails. Like other customers, we received an email when we placed the order that if we hadn't received the glass within two weeks then to contact them. However at the time we entered into the contract the information that we based our decision to order the glass from stoveglass-direct on is as follows (cut and pasted from their website)."Delivery And ReturnsDeliveryHere at stoveglass-direct items are held in stock as such are generally despatched within 48 hours of purchase.Most goods are sent First Class and a one off carriage fee of £4.95 there is no limit to the number of items ordered.Heavier items will be sent royal mail tracked 48 hour service at the same cost £4.95Custom made glass has to be cut to order as such please allow 5 working days for deliveryIf your goods have not been received within this period please feel free to email or call us on 01422 831413"When the glass had not arrived AFTER this period had elapsed I emailed them and did not receive a reply so I phoned them and got a message to say that the voicebox was full. At this point I looked at the reviews on Trustpilot and saw that many other people had similar problems. Thinking this may be covid related I checked back through the bad reviews and saw they went back into 2017. I also saw that Hermes was mentioned as a carrier (as opposed to Royal Mail mentioned on the website) so entered the tracking number into Hermes website and discovered that they had still not received the package.On 13th November we placed an order with an alternative supplier - price was about £5 dearer but little to pay for not having the hassle - and we emailed stoveglass-direct to say we no longer needed the glass and for them not to send it and refund our credit card.Three days later on 16th November at 17.55 hrs Hermes received the package at their parcelshop.At 15.44 on Tuesday 17th November Hermes collected the package from the parcelshop.The package was finaly delivered at 15.26 on Thursday, November 19th and still no response to any emails sent to stoveglass-direct or a credit to our credit card.We now have a piece of glass that we do not need until our next breakage which hopefully will be never.One of the things I don't understand is why stoveglass-direct did not take our package to the parcelshop until the 16th, the day another customer received his glass which was only ordered on the day that our glass was supposed to be despatched. OK so even if he couldn't get to the parcelshop with ours then why didn't he take it on the same day as other orders?
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