Date of publication
15/01/2019
Date of order
13/01/2019
15/01/2019
delivery was placed (and promised) for delivery between Xmas and New Year. For whatever reason the warehouse didn't process the order which lead to the installation having to be cancelled which cost us time and expense. The customer service staff were good but powerless to alter the delivery date.
3.33
Fair

glowing-embers.co.uk replies: 23/01/2019
We are very sorry to hear of your disappointment with our delivery service during the Festive period. We pride ourselves on dispatching orders swiftly, however we ordinarily would not guarantee delivery during that period, due to the working hours of our couriers. We do apologise and will investigate this further. We are so pleased you are happy with the goods and all other services, thank you!

Date of publication
22/12/2018
Date of order
22/12/2018
22/12/2018
Tub arrived on time but damaged and leaking. Most likely damaged in transit but as it was only wrapped in a plastic bag this is not surprising. The delivery driver offered to return it but fortunately there was enough adhesive in the tub to complete the job I was doing.
3.33
Fair

Date of publication
30/11/2018
Date of order
30/11/2018
30/11/2018
Product is ok but not enough information was put on delivery slip for the delivery company so they delivered to a totally different address 2 miles away as they are the biggest business with the same postcode as us.
3.00
Fair

Date of publication
26/10/2018
Date of order
26/10/2018
26/10/2018
Our Polish, Kratki stove arrived weighing over 400kg arrived uncreated on a pallet with no protection other than a thin sheet of bubble wrap. Unsurprisingly
the glass was cracked. The replacement took nearly 2 months to arrive.
When installation information was requested it arrived in Polish and you were unable to provide English an translation. We expect more with such an expensive stove.
3.00
Fair

glowing-embers.co.uk replies: 27/10/2018
Thank you for your comments and I am so sorry to hear your stove arrived with broken glass and this is of course unacceptable and is being discussed with Kratki. Regrettably, when sourcing a stove directly from a reputable manufacturer overseas, timescales can be slightly longer if requiring replacement or spare parts.