Review Time
If I could leave 0 stars, I would. Order placed on 31st March 2021. On 6th April 2021 was advised that item would be shipped on 7th April. I was given a MyHermes tracking number, and to this day, MyHermes have not been given the order for delivery.I'm now asked my credit card company to step in.
Ordered glass on 14th March, and received a confirmation invoice, stating that delivery would be 3-4 working days. Allowing for pandemic delays, I waited for 6 days, and still no glass. Hermes tracking said they were awaiting it from supplier. Tried phoning and emailing SG-D several times but phones not answered, and emails not replied to. I then sought recompense from my credit card company, and this came through a few days ago. I had emailed SG-D to cancel my order, but no acknowledgement received. Lo and behold, the glass turned up today but having bought the glass elsewhere, I rejected the delivery and asked for it to be returned to sender. Absolutely apalling service and no communication whatsoever.
Ordered a replacement stove glass from Stoveglass-Direct as their stated delivery time was 3 days. However a couple of weeks later had not received the glass, despite numerous emails and tried calling them. Phone went to answer phone, but I could not leave a message as the message box had exceed its limit. (Which is rather telling.) Sent two emails cancelling the order and requesting refund & ordered the glass from Amazon - which arrived in 3 days. Still have not received the refund or heard back, but they have now sent the cancelled glass. Now requested a return but don't expect they will reply. Have passed the issue onto my bank as fraud.Stoveglass-Direct are hopeless
Here we are 9 March and a stunning silence from Stoveglass-direct. I'll definitely be paying a visit after lock down and they won't like that one little bit. Meanwhile I'll be talking to Trading Standards and again will be speaking to the people who handle their order/ payments again.
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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