Date of publication
04/08/2019
Date of order
04/08/2019
04/08/2019
Excellent product, although not tested under heat conditions yet, prides a lovely finish to joints and looks good
4.00
Good

glowing-embers.co.uk replies: 05/08/2019
Thank you for your kind feedback, we are so pleased you are happy with the product. We hope to welcome you back to us soon!

Date of publication
07/06/2019
Date of order
07/06/2019
07/06/2019
Everything was first class apart from delivery,a stove weighing approximately 160 kilograms arrived in a Mercedes sprinter van that had been loaded with a fork truck with just the driver.
There was no way him and me could unload this quite bulky and very heavy load without help which I sent for.
This is not good practice or very safe to manhandle such a heavy load from a vehicle.
4.33
Good

glowing-embers.co.uk replies: 10/06/2019
Thank you for your feedback. We are so sorry our courier delivered this on an unsuitable vehicle. This should have been delivered on a lorry with a tail lift. Thank you for letting us know, we will address this with them immediately. We hope you love your new Stove

Date of publication
01/05/2019
Date of order
01/05/2019
01/05/2019
When ordering everything was quick and easy
4.00
Good

glowing-embers.co.uk replies: 02/05/2019
Thank you for your comments, we are so glad you are pleased with the service. We look forward to seeing you again soon!

Date of publication
03/04/2019
Date of order
03/04/2019
03/04/2019
The goods were spot on.
Customer service was excellent at sorting out a delivery problem which was caused by Parcel Force. Professional, courteous and prompt service from glowingembers, thank you.
4.33
Good

glowing-embers.co.uk replies: 04/04/2019
Thank you so much for your kind comments. Whilst we are so glad we were able to resolve the delivery issue quickly, we are so sorry for any inconvenience caused by the courier. Rest assured we are still addressing this as a matter of importance, since your contact. We hope to welcome you back to us soon

Date of publication
01/04/2019
Date of order
01/04/2019
01/04/2019
First delivery included fireclay which was wrong colour and at the end of its shelf life, but Glowing Embers responded to my email within an hour and the replacement arrived a day later. Hence the excellent Customer Service score.
4.33
Good

glowing-embers.co.uk replies: 02/04/2019
Thank you for your kind feedback. We are so sorry for our oversight but thank you greatly for allowing us to put this right swiftly, it was our absolute pleasure to do so. We hope to welcome you back to us soon!

Date of publication
22/02/2019
Date of order
20/02/2019
22/02/2019
Great customer service, although I received no email telling me when the stove would be delivered and I came home from work to find the stove and liner kit on my drive way which could have been rained on or stolen. Fire looks and works perfect.
4.33
Good

glowing-embers.co.uk replies: 25/02/2019
Thank you Stephen for your kind feedback, we are thrilled that you love the Rosa in your home! We are very sorry this was left without permission in this location, we will address this with our courier now. We would have been delighted to arrange a date of delivery with you, however I can see you ordered this on a Standard shipping, not Named Day, this is will be the reason. Enjoy your Stove!

Date of publication
13/02/2019
Date of order
13/02/2019
13/02/2019
excellent value for money - fits snugly on to La Hacienda fire pit
4.00
Good

glowing-embers.co.uk replies: 25/02/2019
Thank you for your feedback, Teresa. We are so pleased you are pleased with the product and our service. Enjoy your Fire Pit in the upcoming warmer evenings. We hope to deal with you again in the near future!

Date of publication
03/02/2019
Date of order
03/02/2019
03/02/2019
gloves very good but rather large could do with being a little smaller
3.67
Good

glowing-embers.co.uk replies: 04/02/2019
Hello. Thank you for leaving your feedback regarding your order with us. I have checked our records, this was for a Rope Adhesive? These do not come with gloves so we trust this is not for this purchase! Thanks anyway!

Date of publication
03/02/2019
Date of order
03/02/2019
03/02/2019
Good company.product purchases excellent. Royal Mail very slow on delivery
4.00
Good

glowing-embers.co.uk replies: 04/02/2019
Hello! Thank you for your kind feedback, we are so sorry for the delay with Royal Mail, they are ordinarily absolutely brilliant. Thank you for your comments though, we will investigate this with our courier swiftly. Thanks for using Glowing Embers!

Date of publication
19/01/2019
Date of order
19/01/2019
19/01/2019
Reasonably priced with quick deliver and no hassle. Well done for good service.
4.00
Good

glowing-embers.co.uk replies: 23/01/2019
Thank you for your great feedback, we are so pleased you were happy with your order and our service. We look forward to welcoming you back in the future!

Date of publication
13/01/2019
Date of order
13/01/2019
13/01/2019
Everything was fine until it came to fitting the glass in the stove. The shape of it was not cut to fit properly like the original did, managed to get it in and as I tried to close the door it cracked resulting with having a hole in it.
3.67
Good

glowing-embers.co.uk replies: 15/01/2019
Thank you for your feedback and I am ever so sorry to hear your replacement stove glass was not a perfect match for the original. Our Customer Service team will be more than happy to assist in investigating this matter with you and providing precisely what was ordered.

Date of publication
05/01/2019
Date of order
05/01/2019
05/01/2019
no problems - generally pleased
4.00
Good

glowing-embers.co.uk replies: 23/01/2019
Thank you for your kind feedback, we are so pleased you were happy with the products and service from Glowing Embers. We hope to assist you again in the future.

Date of publication
02/01/2019
Date of order
02/01/2019
02/01/2019
Brilliant, quick service. Packaging was superb. Customer service was helpful.
Unfortunately they use DPD, who can't be bothered to make any effort to find my house. But if DPD works for you (or you're not in a hurry) then Glowing Embers are brilliant.
4.33
Good

Date of publication
24/12/2018
Date of order
20/12/2018
24/12/2018
Thank you for processing my order so promptly, I received the goods five days later and was surprised to find the parts were made in England they are now fitted and the Rayburn is up and running . The reason for for the five day delivery was that the delivery van driver did not appreciate that someone was here on the farm but not in view of the gate .

Best Regards
4.33
Good

Date of publication
14/12/2018
Date of order
14/12/2018
14/12/2018
The hearth arrived within the timeframe and was lovely.
Customer service was extremely helpful. My experience of this company is that they are very reliable.
4.33
Good

Date of publication
09/12/2018
Date of order
09/12/2018
09/12/2018
Excellent fast service.
Just as well as these infra red heating elements only last a couple of months each
These four make it up to 16 replacements I've had to buy in two years of ownership despite the limited two hours a night, Winter only usage
3.67
Good

Date of publication
02/12/2018
Date of order
02/12/2018
02/12/2018
Payment system on website did not work and I almost gave up on order; staff member on hone was extremely helpful and said this was a known problem - it would have been useful if website reflected this. Order came in two boxes - one very well packed, other had no packing so small components could have fallen out of damaged box, though items in this box were in perfect condition.
4.00
Good

glowing-embers.co.uk replies: 06/12/2018
Sorry you experienced an issue making payment through the website, not sure what this was as we do not have known issues but glad to hear it was resolved over the telephone.

Date of publication
30/11/2018
Date of order
30/11/2018
30/11/2018
Order 239487 could you tell me when my Flavel Rochester 7 kw log burner will arrive & reducing bricks please?
4.00
Good

Date of publication
26/11/2018
Date of order
25/11/2018
26/11/2018
Not as expected. Was anticipating a aerosol spray.

Sw
4.00
Good

glowing-embers.co.uk replies: 06/12/2018
Thank you for your comments and this should indeed be an aerosol. Please contact the Customer Service department on 01376 555182 or at enquiries@glowing-embers.co.uk with your order number and they can investigate this with you

Date of publication
25/11/2018
Date of order
25/11/2018
25/11/2018
Lovely helpful people let down badly by poor delivery service
3.67
Good

glowing-embers.co.uk replies: 06/12/2018
So sorry to hear the courier service has tarnished your experience with us and although sadly out of our control, we are on hand to assist with all delivery enquiries or issues best we can

Date of publication
21/11/2018
Date of order
21/11/2018
21/11/2018
Good product, good value very quick delivery.
4.33
Good

Date of publication
10/11/2018
Date of order
10/11/2018
10/11/2018
Would have liked a time slot for delivery
4.33
Good

Date of publication
07/11/2018
Date of order
07/11/2018
07/11/2018
Flue parts look good quality and packed well. Had an issue with the next day delivery as courier had been changed without my knowledge and I missed it but customer service sorted it out for the Saturday but they didn’t turn up. This wasn’t Glowing Embers fault and they done there best to resolve it. I will still order again to complete the rest of my twin wall flue.
4.00
Good

Date of publication
16/10/2018
Date of order
16/10/2018
16/10/2018
A good service with easy product identification and speedy delivery though quite pricey at £8.99 for 3 small fire bricks.
4.00
Good

glowing-embers.co.uk replies: 22/10/2018
Thank you for your kind words and we understand £8.99 may seem a little pricey for the delivery of fire bricks but due to their fragile nature, we have to send these via a certain method. We do however continuously monitor the carriage services offered to our customers, strivng for cheaper options without affecting the safety of our products.

Date of publication
15/10/2018
Date of order
15/10/2018
15/10/2018
Yes I placed an order on the 8th Oct and today is the 15th Oct. As I have still not received the goods I am unable to comment on their quality. However the delivery is disgraceful. The girls in Customer Service have been very helpful........hold-on there is a white van pulled in the yard. Perhaps this is it.....................yes.
4.00
Good

Date of publication
11/10/2018
Date of order
11/10/2018
11/10/2018
Used this company last year to purchase a wood burner and returned a part on the wrong advice of my builder, had to re order this year, deciding to collect directly from the company.

Always a very helpful and friendly company, I am still to have the fire installed so as yet cannot give full marks for goods.
4.33
Good

Date of publication
01/10/2018
Date of order
01/10/2018
01/10/2018
Goods delivered as promised no delay. The goods were just the job
4.00
Good

Date of publication
20/09/2018
Date of order
19/09/2018
20/09/2018
Product as described. Good value. Prompt service
4.33
Good

Date of publication
20/09/2018
Date of order
20/09/2018
20/09/2018
although part arrived damaged it was replaced immediately (next day delivery) with an apology being emailed. Can't fault customer service and replacement part was fine.
4.00
Good

Date of publication
17/09/2018
Date of order
17/09/2018
17/09/2018
I haven’t received my order yet. I asked if I could pay to have it sooner than 3-5 days and was told no.
4.00
Good

glowing-embers.co.uk replies: 19/09/2018
Ever so sorry to hear your item has not arrived with you yet and the Customer Service manager is looking into this for you. With regards to the availability of the product purchased, the free shipping option is an up to 5 day delivery as the product is not availble next day sadly.

Date of publication
15/09/2018
Date of order
15/09/2018
15/09/2018
Delivery was quick and as described and very pleased with the item would bay from these again
4.00
Good