Glowing Embers

Big mistake not reading these reviews. I should have given the dreadful experience I had with this company. Ordered a radiator on 6th July and within minutes had an email to say it wasn't in stock and wouldn't be in for 6 weeks. Waited 6 weeks, chased and advised it would be in on 19th August. Following numerous calls and emails regarding date changes, I cancelled the order. What is worse their website advertises the same radiator as in stock with next day delivery which is a lie and if I can be bothered, I should report to trading standards. Don't go near this company.

NEVER AGAIN!
Bad delivery service
Faulty items
Awful customer service

One star is one to many, awful company, paid for next day delivery still waiting five days later and still nothing. Blamed it all on the courier, when I check at regional office it wasn't even on their system. Still waiting for a refund. Don't waste you time or your money

An amazing service and response. My order was a small order for around 拢10 and the speed of delivery and the immediate response to my email queries was incredible. Thank you for your service. It was good to receive some very good service in today's world. Very professional.

Appalling customer service. I had a real problem with my new Woolly Mammoth 5 not shutting down at all & burning through logs rapidly. Glowing Embers initial response was to blame my very experienced Hetas Approved engineer for not installing it correctly (??), then blamed me for not using it correctly (??). Eventually after much fuss they sent a replacement Woolly Mammoth 5 stove as original one was poorly manufactured & wouldn't shut down, as ALL stoves of this type should.

The new stove had the same problem upon new installation, an inability to shut down & being tested by my Hetas Approved engineer who advised me not to use it & return the replacement stove. Glowing Embers are now refusing to refund & blamed me, the customer, again, this time for buying "an entry level stove" (it is actually one of the more expensive 5kw burners). I will need to do chargeback via bank to get money back. Definitely avoid this company & avoid this model of stove as in my experience it is clearly not fit for purpose. Adjustable parts are all poor quality (fell to pieces on first stove after six weeks).

Good initial service however first delivery missing items, had to send a photo of their own delivery note, they then sent a send delivery which was still missing items, and yet another photo of their own delivery note.. They then tried to blame me for it..

Not very happy chappy..

Purchased a radiator from Glowing Embers, unfortunately it was out of stock however I was offered an alternative that benefited me so was happy. Customer service (email) was prompt and polite.

I found glowing embers pricing to be very good, I would definitely be buying from them in the future.

Had a delivery of 16 stoves for stock which they unfortunately sent to the invoice address and not our warehouse. Refused to accept responsibility despite never having had anything delivered to the invoice address before. Asked them to redirect to the correct address which they refused to do unless we paid for it. This was for a 拢3600 order and wanted us to pay 拢52 to redirect the delivery to the correct address which we had stated on the order.

Richard at glowing embers is the guy for you need to see for log burners! My one has been superb and cannot vault the service at all. Very impressed ?

Cannot fault Glowing Embers, and Carolyn especially, as she went out of her way to help me when I had made a mess if my order. Her advice and patience were second to none which was refreshing to experience. The service was impeccable and I wouldn't hesitate to use then again.

Absolutely wonderful customer service and a great experience all together. The staff are great help and give all advice needed on what stove and flue system would be best for my needs. Great prices and super fast delivery. Will definetly recommend to anyone who is looking for a easy wonderful service in buying stove and flue systems. Thanks

Both myself and my husband have been purchasing our stove and flue pipes in parts over the last 4 months. Not only have the staff been incredibly helpful over the phone, they have been so quick to guide us with our installation and who we need to speak to regarding regulations.

Thank you all so much! Will be recommending you to all our friends in the village !

So pleased with the service given and the product received! Highly recommend them

Bought an ACR stove from Glowing Embers, brilliant stove and great service throughout. The chap I spoke to was so knowledgeable and helpful and it arrived the next day, perfectly packaged. Thanks Glowing Embers, highly recommend

Purchased a stove from Glowing Embers, it turned up within 2 days, fantastic service in my opinion. Absolutely love the stove and am very excited to be able to use it properly this coming winter.

Love this stove! Works great. The stove arrived so quickly. I鈥檓 very happy with my purchase, thank you so much glowing embers!

Really good price on flue system and no issue when I had to return stuff (not the fault of glowing embers). Installer recommended them and I was happy enough with service

AHA! And we thought we were alone! 8 months worth of argy bargy because firstly the stove arrived chipped, we accepted a small discount because the fitters were here. Minor but telling the enamel chimney was a different shade altogether. Before the first year was up enamel was flaking off at the slightest touch. Finally a replacement stove arrived – chipped. The CAB said we were entitled to a full refund if we had lost faith. More and more argy bargy and wriggling and we finally had a refund of much less than our costs. We purchased another stove, from a nice local company – unchipped, problem free, everything matching, but of course had to pay for the disconnection of the Henley Cambridge, and yet more installation costs to us. Run for the hills instead of even considering purchasing from this company. From other reviews I feel almost fortunate in getting some of our money back. Buyer Beware.

Great service, really helpful on the phone, they took time to talk me through everything and advise on the current regulations. Helpful and not sales focused I would say and then once I placed my order it arrived the next day, all well packaged. Can't ask for more than that, would definitely recommend.

If you buy anything from Glowing Embers that has a warranty, just make sure that you fill in their warranty form and follow the instructions to the letter on how to fit it and maintain it correctly. You will have to ask them for both of these things when you buy anything from them, because they don't tell you any of this on their website or during and after your purchase. Even then, if you want to make a warranty claim and you think you've followed all their advice, they will make sure that they find a reason, however minor, not to honour the warranty. Or you could just make life a lot easier for yourself and buy from someone else.

Absolutely top notch service – I highly recommend this company and look forward to buying again from them soon. A real pleasure to deal with – hassle free and reliable.

I spoke to an advisor on the phone as I was unsure of all the technical details of installing a stove and they were absolutely fantastic, planned my whole system and gave me all the advice I needed. All the parts arrived next day, can't fault them.

By all means contract with Glowing Embers if you want;
鈥?Initial great salesmanship and good advice
鈥?The use of sub-contractors for fitting
鈥?Awful customer service (try calling the number on the webpage and see if it is answered. Now think how less keen they would be to hear from you if they already have some of your money)
鈥?An almost doubling of the installation fee without any exploratory work
鈥?An attempt to make you pay for goods you have never received
鈥?An attempt to charge you twice for a worthless survey
鈥?A week to give you a final closing balance following a request to cancel.
It鈥檚 long but read on if you鈥檇 like to hear more. I still have all my e-mails to and from them so happy to quote further if it鈥檚 necessary.
We initially went to visit Glowing Embers (GE) in November 16 as we wanted a supply and fit deal and from the outside they looked really competitive.
When we arrived we spent a good while with one of their Directors, Richard, who was very attentive and informative and essentially we were sold as a result of our interaction with him. In fact we were prepared to pay a little extra such was the quality of the initial service, as it transpired they were just about the cheapest on price as well so a double win. Or so we thought.
Part of the deal is a 拢25 survey fee upon which the installation cost is based. We paid this, had the survey and were told the install fee would be 拢500 and scheduled for 17 December.
The installer came as scheduled, went onto the roof, said there was a problem, it couldn鈥檛 be installed as some remedial work was needed and he鈥檇 be in touch with GE about a new date. Off he went leaving the stove but not the fittings. Following this I postponed scheduled delivery of a new sofa and carpet.
We expected GE to be on the phone on the following Monday/Tuesday to discuss next steps but we didn鈥檛 hear from them until 29 December by which point I had contacted them to see where we were. Apparently the fitter hadn鈥檛 got in touch with them and would on 4 January.
I was called on 4 January to be told the fitter was busy and they were trying to find dates to fit me in. I asked if the price was still 拢500 and was told yes.
The fitter rang me directly on 16 January to make a fitting appointment for 4 February. The day later GE called to say the reason they had not been in touch over Christmas was because they believed that I was arranging for the remedial work to be completed myself, what gave them this idea I have no idea. In this call I was told, in contradiction to a previous call that the remedial work would now cost an extra 拢400.
I disputed the cost of the work on the basis that a) I had been told it was inclusive, b) I had paid for a survey that should have been used to reliably estimate costs and c) how could the cost be 拢400 when there was no investigation as to what the trouble was. Unsurprisingly GE disputed each of these points in fact going as far as to say that the price of 拢400 would apply even if it was simply a fallen bird鈥檚 nest that had to be removed.
Given that the cost of installation has essentially doubled I decided to cancel my order at which point more fun started.
I placed a cancellation request on 6 February was told that I would need to pay to return the stove so on balance I decided to keep the stove itself and simply cancel the installation and associated parts. I highlighted to GE what I believed the paid monies where and what was owing.
GE responded with an increased amount as I was required to pay for the chimney liner which was custom cut. I asked when I would receive the liner and was met with surprise as GE didn鈥檛 realise I had never received it. GE could not confirm until 9 February that I did not have the liner that they supplied. Even at that point GE could still not state the total balance owed on the account.
As part of my payment was via a finance house there was some communication with them as to what had been paid. Unfortunately GE told me on 9 February that they were waiting to hear back from the finance company, in this e-mail they also sought to claim a second site survey charge. When I contacted the finance company after GE had contacted me I was told that they had received no communication from GE at all.
I was finally given a correct closing balance on 10 February by which point a second fitter I had arranged to do the work was already booked up for a further week.
At no point in all of this process did I receive an apology for either the time taken to respond to contact or more importantly for the attempt to charge me for things I did not have.
Fortunately the fitter I found, (the fireplace man do co dot uk), was slightly more sensible in his approach to the remedial work necessary, removing three bricks in the chimney and knocking out approximately an inch of seeped out mortar. The charge for this was much less than the 拢400 quoted by GE. In fact it was included in a 拢500 installation charge.
So I guess the motto is, that whilst the initial offer from GE looks good, perhaps ultimately it is too good. If you still want to go ahead please ask about;
鈥?Their relationship with the fitter (it appears he only does their work at weekends so is incommunicado for most of the week)
鈥?The survey, how thorough is it and why is it costed when it isn鈥檛 binding
鈥?The cost of any remedial work and how that figure is arrived at.
Good luck!

A recent order for a 5" flue damper was delivered promptly, but it was the wrong part (not the part shown in the 'photo on their website or on my order). I checked previous orders – our last order for a chimenia was delivered broken, the order before that for 1m length of vitreous enamel pipe was delivered cracked and the order before that, a plain bend was delivered but a bend with access hatch was ordered. Advise you only use this company if you like returning things! – Oh, and watch out, they provide a premium rate number for customer care!