1 reviews | Active since Feb 2025
Bad experience I am very disappointed 🚮
Very bad experience I ordered a stove online they didn't say it was out of stock they took my money i waited a week still nothing from them the following week I called them they told me the stove is out of stock they have ordered it I must wait and I shouldn't come to the shop until I receive an email to say it's ready for collection I then requested a refund becouse I can't wait another 3rd week even the refund they said they will take 5% ***? Whose fault is it? Why must I get a penalty for an item that never even made it to my house and the refund the said it will take 7/10 working days I get that but the 5% penalty what is for? It's not my fault they failed to deliver the item I am regretting to ever purchase anything from them and I would hate for them to do this to other customers it is wrong. Also even in store the lady called Sne was useless please provide her with customer service training she has none🚮
Dear Customer,
Thank you for sharing your feedback. We sincerely apologise for the frustration and inconvenience you have experienced.
We would like to clarify that your order was placed through our Click & Collect service, which has an estimated fulfilment timeframe of 7–14 working days. Your stove arrived at our store well within this timeframe, meaning your order was fulfilled according to our stated timelines.
We fully understand your disappointment and respect your decision to request a refund. However, as the order was fulfilled within the stipulated timeframe, the 5% administration fee applies to the cancellation, in accordance with our refund policy.
Please be assured that your refund is currently being processed, and the standard processing period is 7–10 working days.
We also take your comments regarding the customer service you received seriously and will address your feedback with the relevant team to ensure we continue improving our service.
We appreciate your understanding and sincerely regret that your shopping experience did not meet your expectations. We hope to have the opportunity to provide you with a better experience in the future.
Dear Customer,
Thank you for sharing your feedback. We sincerely apologise for the frustration and inconvenience you have experienced.
We would like to clarify that your order was placed through our Click & Collect service, which has an estimated fulfilment timeframe of 7–14 working days. Your stove arrived at our store well within this timeframe, meaning your order was fulfilled according to our stated timelines.
We fully understand your disappointment and respect your decision to request a refund. However, as the order was fulfilled within the stipulated timeframe, the 5% administration fee applies to the cancellation, in accordance with our refund policy.
Please be assured that your refund is currently being processed, and the standard processing period is 7–10 working days.
We also take your comments regarding the customer service you received seriously and will address your feedback with the relevant team to ensure we continue improving our service.
We appreciate your understanding and sincerely regret that your shopping experience did not meet your expectations. We hope to have the opportunity to provide you with a better experience in the future.