In May I purchased replacement glass for our multi-fuel stove online, with standard first class delivery and received an email the following day to say it had been sent out. At this point, i was very happy. The website said they were operating as normal but given the pandemic i expected a small delay. That said, when i had still not received anything over a week later, the temperature had dropped (so we needed a fire!) and the tracking info showed they hadn't even given the item to the courier i started to become concerned. I sent 3 emails requesting an update and called several times that week but there was never any response and the mailbox was full so i couldn't leave an oral message but the website still said "Business as usual" and they were still taking orders. Eventually i sent one last correspondence stating that if they did not get in touch by 3 weeks from the purchase date (a further week from date of email) i would be forced to open a resolution with paypal and purchase glass elsewhere in order to heat my house. There was still no response, so i did as I stated and actually managed to find a cheaper option on Ebay which arrived in 2 days. Over a week after the resolution was opened however (and after the Ebay item had already arrived and been installed) the original item arrived. It has a chipped corner (very poor packaging by comparison) and according to the tracking info it wasn't handed to the courier until a full 5 days after i opened the paypal case. There was never ANY correspondence to me from stoveglass. Not even a "Sorry there was a mix up" or "We got unexpectedly bormbarded" - Nothing. It seems they could however be bothered to provide paypal with the tracking info behind the scenes after it was marked as received (over a month after the site said i could expect it) and unfortunately this was enough for the muppets at Paypal to rule in their favour. I have a young family and our stove is our only source of heat. I made sure Stoveglass were aware of both these facts when i contacted them, and am disgusted at the way they didn't even feel the need to respond, let alone apologise for the fact that my children were shivering in their beds! If you need stove glass, do yourself a favour and use pofflepot on Ebay instead. The item i bought from him was cheaper, of much better quality, it had no chips and it arrived in 2 days, packaged well enough that it also made it in one piece. Plus he responds to emails! Bottom line: I would never EVER use Stoveglass again and its restored my faith in Ebay. Like me, you may think paying a little more to a brand company over a one-man-band on Ebay is a sensible decision and worth the extra cash for the implied service and reputation, with Stoveglass however its not. There is no service, and they clearly couldn't care less about reputation (or people!) either. You have been warned.
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