wood burning stove

A._Badger

mamawiz wrote: »

Hi, we've just bought a stove from an online suplier and are happy with the sale but beware firms that offer to pricematch other online offers. These are not always what they seem. We tried to buy a stove through StoveRUs (one of the biggest online retailers). We found a price much cheaper elsewhere so did pricematch and got an equivalent price. We ordered the stove online and entered our credit card details to pay. The following day we were told the offer wasn't going to be honoured on their part because it wasn't a like for like deal and the firm they'd pricematched charged for delivery. By then it was too late and they'd taken our money (more than £500). I cancelled the order and was furious but almost 3 weeks on they STILL haven't refunded our money. Don't be caught out by underhand internet sales tactics. I would buy from a reputable local supplier and avoid Stoves R Us like the plague. Their customer service is attrocious and it's nothing short of robbery.
:mad:

Claim off the credit card company. If enough customers complain, the bank will withdraw the facility and that will be the end of their business.

anotherbaldrick

A._Badger wrote: »

Claim off the credit card company. If enough customers complain, the bank will withdraw the facility and that will be the end of their business.

E-mail them a link to this discussion page and ask them if they would like to come on line address it.!

hethmar

We hear this all the time aswell. People ring up and say they are getting a stove online and we think, oh dear. They often dont turn up on time, they can arrive without the correct fittings, get dumped in the garden and are often huge beasts that the customers cant move, the wrong model arrives, they have faults and the companies take months sorting it out - we really arent keen when people buy them online because it often puts out our work schedule if there are problems with them

A local retailer is much more likely to be reliable and is on hand if there are any problems to sort out.

Moneysava_wannaB

hethmar wrote: »

We hear this all the time aswell. People ring up and say they are getting a stove online and we think, oh dear. They often dont turn up on time, they can arrive without the correct fittings, get dumped in the garden and are often huge beasts that the customers cant move, the wrong model arrives, they have faults and the companies take months sorting it out - we really arent keen when people buy them online because it often puts out our work schedule if there are problems with them

A local retailer is much more likely to be reliable and is on hand if there are any problems to sort out.

I got mine £180 cheaper online than local shop and it turned up after 2 days, you can't blame peole for going for the cheaper option

jonewer

Moneysava_wannaB wrote: »

I got mine £180 cheaper online than local shop and it turned up after 2 days, you can't blame peole for going for the cheaper option

Can I ask who you bought from?

crphillips

I'm not branding all online retailers like this......some are very efficient and carry a lot of stock and get them out pronto but there are also a lot who don't.

At least with a shop you can go in and kick off:-) It's a lot easier to get your money back when your face to face with the person who took it.

A._Badger

Moneysava_wannaB wrote: »

I got mine £180 cheaper online than local shop and it turned up after 2 days, you can't blame peole for going for the cheaper option

Likewise. I saved a lot of money buying online. Not all online suppliers are bad - not all bricks and mortar shops are good. That's why it pays to ask for recommendations on a forum such as this.

stoveman

As an online retailer myself if must say we pick up a lot of customers who have been been let down by the above mentioned company.

There are some bad ones out there but were not all bad We are very proud of our customer service and treat online customers the same as we do in our showrooms.

Best advice i can offer is check out review websites like http://www.reviewcentre.com

that will give you an idea of who is good and bad.

With regards to matching online prices, we have a banner that says if you find a better price let us know. You can either email us or phone and we will tell you if we can match or beat. No messing around we will tell you yes or no. None of this taking your money and then saying no. thats just not good business

hethmar

Im sure there are good ones and everyone wants to save money, but obviously the bad ones stand out for us as they can cause our work schedule problems.

crphillips

We had a customer who asked us to price match a stove recently with an on-line retailer.........he'd found it £200 cheaper. When i looked at the website there was no contact telephone number, no address, i sent them an email asking them if they had the stove in question in stock and the email got returned saying the email address wasn't able to receive my email....i then used the contact form on the site and that didn't work.......there was no indication of stock levels on the site.........

I phoned the customer and told them we wouldn't price match.

They placed their order with us the same day.

This was an extreme example though...... I've never witnessed a site this bad before or since.

We don't need to price match though as we can't sell enough or fit enough stoves as it is. We'd be mad to price match.....especially at this time of year as everyone runs out of stock.

I had a customer around a year ago.......we couldn't get the stove for about 3 months so we were honest and told her this. She said she could get it on-line within the week. She went ahead and paid her money. She booked us in to install it in 2 weeks time. The stove didn't arrive and she cancelled us a couple of days before the job.

She then asked if we could arrange another date for 2 weeks times. I knew that if it hadn't arrived by now that the outlet didn't have it in stock and therefore would be buying it from the manufacturer and they would have to wait at least the 3 months we were quoted. We told her we wouldn't arrange an installation date until the stove was sat in her lounge ready to go. The stove arrived about 3 months later and she phoned us to arrange an installation date. We were booked up for around 2-3 months. All in all it took her around 6-7 months to get her stove installed as opposed to 3 if she'd stuck with us. She'd missed winter and was now heading into spring. She saved £80 on the stove though. Well worth it.

I wish all on-line shops operated as your Stoveman.