Fluestore Reviews 15

Will not honour the 20 year guarantee on flue pipe.

Excellent product. Superb quality for a great price. Would recommend Fluestore.

Thank you.

Having asked a Local Installer for a recommendation on where to order a Twin-wall flue system from, we placed an order with Fluestore. We were extremely happy with the whole ordering process, quality of goods. competitive prices, advice given and delivery.
I would be happy to recommend this Company to family and friends.

Although the website is dated and the phone line is an expensive charge rate number , I found them very helpful ,punctual and quite competitive in their pricing. Purchased their twpro twin flue system and saved myself a good £200+

As everyone else seems to have mentioned, this is a horrendous company.

THE BAD POINTS:

I bought an 'Ex Display' fireplace from them on eBay. I kept it in storage for two months, and it was only when my installer opened the packaging to fit it, he showed me that it was 8+ years old, with disintegrated seals and parts, and could not be used.

He demonstrated to me why it was an unsafe appliance, and that if I used it, there would be a high risk of me dying from CO poisoning.

Being two months after the date of the purchase, eBay could not refund me, and the company refused to accept its return. My Recorded letters and numerous emails were ignored, and the company didn't do anything to help.

THE GOOD POINT (Hence 1*)

The company is so disorganised and dodgy that it had actually forgotten to check my payment. My Credit Card company had actually rejected the payment at the time of the purchase, so I was not out of pocket. This was purely by luck, and was my good fortune.

I Ordered a liner for this company and it arrived quickly and was all I ordered. Problem was I discovered there was a kink in my chimney so I couldn't use the liner. So I wanted to get the liner returned, I hadn't looked at the returns policy as I thought it would be standard.

Be aware that liners are not returnable under their conditions as they are apparently 'bespoke' items.

I spoke with them and they were firm that the liners are 'bespoke' and so non returnable.

So beware of the no returns limitations on the flue liners!

Edited: So I sent back the rest of the installation kit which was available for a refund. A month later, nothing so I E mailed them.....next few days....two more weeks later and E mailed again....will be the next few days as the Managing director is the only one that can do refunds and she's not been in. Actually arrived the next day so fair play to the Managing Director she was on the case!
So beware of lengthy refunds too.

I will say the quality of the kit is good and the prices competitive so if you're buying and keeping the stuff they are OK.

We have recently used this company and I can say without a shadow of doubt, the customer service we received was the worst we have experienced. They caused upheaval and the entire order was an ordeal that we certainly don't ever want a repeat of.

To cut a VERY long story short. We ordered pipe from this company and every single piece of pipe was damaged bar one. After we contacted the company we were told that we had to pay for the return of the items which we were promised would be refunded in full. To date we are still waiting for a refund. After speaking to the sales representative 'John' several times in regards to refunding the postage payment we were eventually told that their accounts department can be somewhat fussy and if they do refund the payment then treat it as bonus but certainly do not expect it. (unbelieveable).

The icing on the cake was when 'John' said to me "I just work here, I do not own the company" after I asked him if this was exceptable service. (One of the golden rules in any customer service situation is to accept responsibility and not defect it. As this makes situations twice as bad ESPECIALLY as 'John' was an employee and representative of the company)

In the end I ordered the pipe from another company who sent it to me undamaged and we now have a fantastic multifuel burner installed and working fine.

I urge people reading this to think twice before using this company. They do not accept responsibility for the company that they use and they certainly will not refund you the payment for returning the items if damaged. The entire experience was the worst I have ever encountered and I deal with businesses on a daily basis.

Yes they are the cheapest for 6" pipe on the market. However, my advice would be look around and pay the little bit more for peace of mind and a better service.

To add - I live in a rural area where many of us are puting in our own stove systems to date this company has lost out on four complete stove orders after I told people around me about the service I received.

Whatever you choose good luck with your installation and I hope that you have a better time with your orders than we did.

Regards

Happy to have received full order in good condition so 4 stars. It was impossible to reach a representative of the company via their 0845 numbers and they did not reply to my emails. When it did not arrive within the 3 days specified I panicked when I was able to reach anyone after hours of phoning. had they had a sympathetic receptionist to tell me they were busy and not going bust they would have got 5 stars from me.

Hi
I ordered a twin wall system from fluestore it was delivered all ok. I had several items to send back (which were not required) I did this as instructed on their website. 2 weeks later no refund and unable to contact via telephone and not replying to emails.

Credit card company now involved taking action

Be very cautious buying from them!

hi ordered a £500 Asgard fire from them it was damaged on arrival contacted them they said they would only offer compensation for damage if i spent another £500 on flue system with them. Ordered flue system but no refund. No response to emails

will now be taking legal action to get matter resolved

Now left with damaged fire and £1000 out of pocket.

They may be cheaper than other companies on the net but be warned you will pay for it in the long run for it.

made contact on the monday all parts came wednsday very good service

It's not about the problem it's about the willingness to put a problem right should one arise. Our stove arrived promptly unfortunately when our fitter came to put it in we discovered that the carrier had dropped it and it was useless. I contacted the store that day and they had a new one delivered the following morning at 0845 in time for my fitter to finish the job. Thank you guys.

Dreadful service. Non delivery after a month. Phone is always engaged and lines are not open until 9pm as claimed. Do not seem to know what they're doing. Avoid.

Customer care is rubbish. Helpline always engaged no reply to emails. My order is missing wall bracket will I ever get it? Avoid Fluestore at all costs.

items delivered without notice.delivery was 8 days even though they state orders shipped in 24 hours. placed in large open box at side of house. Flue liner dented, had to cut 4 foot off as useless. all other items loose and dented. Chimney cowl and flue pipe connector look like they were shoddily made in china. 90 degree chimney pipe connector with door that doesn't fit tight. guess you get what you pay for.