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Stovesonline Ltd Reviews

4.9 Rating 1,527 Reviews
99 %
of reviewers recommend Stovesonline Ltd
Company Reviews Metrics Info
4.9
Based on 1,527 reviews
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Next Day
On-time Delivery
99%
Accurate And Undamaged Orders
97%
Customer Service
Communication Channels
Live Chat, Telephone, Email
Queries Resolved In
Under An Hour
Customer Service
4.9 out of 5
Read Stovesonline Ltd Reviews

About Stovesonline Ltd:

Helping you to turn your building into a cosy home. Natural, low CO2, wood heating draws you in, makes a comfortable space to relax, to chat, to kick back.

You get help all the way, from choosing the right stove, to installation design (that's included in our prices) to full aftersales support. Whether you have a Grand Designs project, or just need a simple stove we go that extra mile.

Visit Website

Phone:

0845 226 5754

Email:

info@stovesonline.co.uk

Location:

FlightwayDunkeswell Business Park
Dunkeswell
EX14 4RD

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful Language: Any Any English
B
Verified Buyer
“Sent a letter of my comments a while ago”
Helpful Report
Stove glass breaking after a while of being installed can, unfortunately, happen. This can be to do with how far the fixings are tightened, and of course the door itself moves as it repeatedly heats and cools. I can see that we gave an extra discount for the replacement, and that you made an improvement to the fixing mechanism for the glass in your stove after that - by using a metal strip to spread the force evenly. That is a clever idea, and in fact various stove manufacturers do it that way. Sorry that you were disappointed, and I hope that the new glass, and new fixing method means you get many years of use from it.
M
Verified Buyer
“Good products and prompt delivery but wouldn’t inspect and sign off my installation”
Helpful Report
Sorry about that Mark - you're quite right, we don't do installation and sign off. Often we may be able to recommend an installer that customers have used in the past though.
L
Verified Buyer
“Not so good”
Helpful Report
Sorry for the wait for a part Lawrence - for brands which are not our own we are at the mercy of the manufacturer or importer I'm afraid. I can only apologise for the wait, and hope that you are back up and warm again now.
S
Verified Buyer
“As a stove provider the service and product was fine. The failing came with the installer recommendation of 3D Stoves. Installer did not follow process and register installation or sign off properly. A year down the line I maybe liable for an addition fee of £525 to rectify.”
Helpful Report
M
Verified Buyer
“Order and delivery fine. Aftersales not so good. We had an issue with dameged components that did not come to light at delivery as there was a delay between that and installation. We did not completely unpack as the stove needed to be moc=ved from the garage into the house at installation, and it was felt that it would be better left partialley packed for this process. The problem was raise with yourselves but nothing came of it. Since then we have also had a problem with the door seal, although it is less than 12 months since installation. Mendip stoves not interested as it is a 'service item'.”
Helpful Report
G
Verified Buyer
“one item of the order was not delivered so bought elsewhere a lot cheaper, dispute one item was ever delivered, no card left to say delivery was attempted”
Helpful Report
D
Verified Buyer
“The parts first ordered for my log burner were not cheap when they arrived they were incorrect, I had quoted the parts no for the burner from the manual and considering Stoves are the ones quoted to stock the parts , I contacted stoves online we had to pay for return postage and wait ages for a refund they wouldn’t even arrange for collection when I had to re order parts , which I feel they could of done, then to wait ages for refund always having to chase it, they are not the only suppliers on line if you search you can find cheaper, in the end got my parts but won’t use again”
Helpful Report
R
Verified Buyer
“disappointing”
Helpful Report
M
Verified Buyer
“Staff recommendations didn’t correspond with those of the installer”
Helpful Report
Hi Mary, Thanks for taking the time to leave us a review. I have looked through the notes on the order and it seems there was some confusion on length of flue required for your gas stove. However this seems to have been sorted directly with your installer. If you have any queries or if there is anything else you need at all then do come back to us Many thanks Jack
F
Verified Buyer
“First order 10-04-2018 and last delivery was 31-01-2019, so almost a year to deliver. And they doubled the price of packaging. So service NOT good.”
Helpful Report
Hi Florus, thanks for your review. I agree that the leadtime on Vermont spares is really annoying. The thing is that its not coming from our warehouse - it it was you'd have had it in a couple of days. No Vermont spares only come across with the stove shipments to the importer and we have to wait for that too. We'd much rather get them faster too. I causes us a headache too - we end up chasing the orders too, and our customers understandably get frustrated as you experienced. Its an issue we have discussed at length in our spares team. We did consider just stopping supply of Vermont spares because it made us look bad. We chose instead to emphasise to our Vermont spares customers that the leadtime might well be very long. If that was not emphasised to you then I can only apologise. It would be handy to know if that was the case so that I can feed that back to the team. As to the delivery price - again it takes so long for the parts to come - the initial delivery quote would have been the price at the time. Once the shipment came in there would have been a new delivery quote raised and yes indeed the price can change - just like it can for any international shipment because they change week-to-week. There is no other source for us to get these parts and like I say its an issue we have wrestled with already. In the end we would rather be able to help our customers get their stoves up and running again, even if the leadtime is very very long. It remains a situation which I'm not that happy with and doesn't reflect how things are usually. I can only apologise for your experience. If there is anything which you can suggest which we could have done to have made the situation clearer to you then I would love to hear it - really. Many thanks, Sune Nightingale
Stovesonline Ltd is rated 4.9 based on 1,527 reviews
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