overcharged ...
Unfortunately a low score as the ordered we placed for a bioethanol fireplace didn't go as we were told by Decoflame. We got in touch with them directly to get a quote and place an order. The price at the time was competitive and lower than in the UK. We were promised by Decoflame staff that there were no additional charges, including no custom duties (all was included in the quoted price). However, post delivery we were left with settling a bill with FedEx re: Custom duties - £500. If we knew this in the beginning we would have ordered the item in UK - as paying the additional cost it didn't make sense, and we could have bought it directly in the UK and didn't need to wait for the delivery. We have tried many times to get the refund back re: custom cost but they refused, besides the person we placed the order with at Decoflame said that we would get the custom costs back..Someone else internally at Decoflame refused this. I wouldn't recommend using them ... Purchase in UK - cheaper and quicker!!!!