I recently purchased replacement glass for my Firefox 12 wood burner. The glass fitted perfectly and it has been fitted using the existing rope and glue also purchased for which I am grateful. However, I also ordered some fireproof rope in case it needed replacing with the glass, I had no idea which size rope I needed and neither did the customer service advisor I spoke to. Thinking it must be diameter I had to measure I ordered 25mm, anyone who knows what 25mm looks like will know how ridiculous this was! Anyone who knows what 25mm and a wood burning stove door looks like will know how ridiculous this was! As a widow trying to deal with things I am not used to dealing with I rang to place the order thinking I would get advice from an experienced member of staff but the person I spoke to obviously had less experience than me. I haven't sent the rope back as it would probably cost me more in postage than the refund and the member of staff was perfectly pleasant but please don't claim to have a team with extensive experience if this isn't always the case.