Review Time
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?
Order placed, payment made, E-mail received to confirm, then 'My Hermes' E-mailed me to say that they had not received the item for carriage and delivery to me. All my telephone calls elicited only "His mailbox is full" and my E-mails received no response. Finally, I rang my Bank and they, with the aid of the company's Bank, managed to get my order delivered to me. A little note of apology from the vendor? Of course not! What a shambles. No more custom from me...
We ordered a piece of stove glass cut to size on 30th September and expected it within the 5 working days as stated on the website. After over a month of ringing and emailing (getting no response) we thought it was never going to appear so were about to claim a refund through our Bank. One last call to them and we finally has someone pick up the phone, who apologised and said he would send it next day delivery with DPD as they were struggling with Hermes. We didn't receive in the next day but 2 working days later, but this was a success given the previous month. I wouldn't recommend this company if you want your product any time soon. They are clearly very busy and especially have no time for communication.
Great product, it arrived safely wrapped 2 weeks after ordering it. I got a bit worried when it was late and I couldn’t contact anyone. After seeing reviews on here I thought I’d been conned. I think the only problem with this company is it’s communication when things are delayed. It’s worth bearing in mind that this is clearly a smaller business and it’s a very difficult climate. The reviews seem to be good for this place up until fairly recently too. I would buy from here again, especially at such a reasonable price. Urging anyone with a fairly reasonable experience like mine to write a fair review. It seems so one sided on here.
Delivery took a lot longer than expected, not sure if this was due to the company despatch or the courier, Hermes. I had no tracking information so unable to follow up directly with the courier. Contact via the company website was not answered so I contacted via PayPal and the glass arrived a few days later. When the stove glass finally arrived it was the correct item and securely packaged.
I'm afraid all the bad reviews are quite correct. This is a very dodgy company. There was never an answer to my emails and the phone messaging wasn't taking any more messages because it was full. They did finally respond via PayPal when I raised the alarm. I hear the costs incurred if PayPal has to step in is quite considerable to the errant seller. They sent a useless tracking no. with no reference to the courier, which they never clarified. Again through PayPal I commented about this and I told them that I would be escalating my claim with Paypal by a certain day and that was the day the glass finally arrived. It was amazing it arrived in one piece with no damage as the packaging was wholly inadequate. Bravo to the couriers, Arran Deliveries. I will never do business with this company again and highly recommend that you look elsewhere for your stove needs.
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