Hi Alasdair,
Thanks for your review. We are sorry to hear of the issue experienced with your order.
If you would be able to forward some photos or video to demonstrate the issue to customerservice@directstoves.com, including a description of the problem and your order details, our team will be able to speak to the supplier and advise further.
Let us know if we can advise further in the meantime.
Kind regards,
Direct Stoves & Fireplaces
