Long story short, they sold me a gas stove that could not be installed either legally or more importantly, safely, with the kit they supplied. The worst thing is that they already knew this when they sold it, and are still selling the same stove in the same way. The pictures on their website are totally misleading. Be very careful with this company, from the reviews, when they're good they're great but when they're bad they're utterly shocking. I tried to save about £100 by buying from them and it ended up costing me £300 more. They basically said "read the small print" except there is no small print. I told them I wasn't after getting any money back but since they had cost me £300 they should do the decent thing and donate £300 to a cat charity, of course, they refused as they are all about profit. It's not worth my time to do legal activity for £300 but it's worth my time to inform other customers of my experience every time I can be bothered to copy and paste. If you buy from this company I wish you the best of luck, it'll be one extreme or the other, you'll be really happy or you'll be tricked. You pay you money you take your chance.

AVOID AVOID AVOID unless you like to be messed around. This company is an absolute waste of time. If you read most reviews they will tell you the same thing. CUSTOMER SERVICE IS AWFUL So I ordered a stove that stated in stock online, with a follow up call to double check I was told it was in stock & in the warehouse by there so called knowledgeable staff member. I had a confirmation email to say it would be delivered on the date chosen. All looked promising. Took the day off work. The day it was supposed to be delivered it never arrived. So we queried why & was told it wasn’t possible to say where the stove was due to them not having that control on the despatch but they would email us soon as they heard more from the supplier Henley with what was going on with the stove. Was then told we would be looking at Monday due to it being the weekend as the Friday wasn’t looking promising & Saturday it could arrive but slim chance. However Monday if it’s out for delivery but maybe the driver had been involved In a crash that’s why it hasn't arrived. So I called Saturday on the off chance being available to check if anything had been sent back by email or a courtesy call to say what happened. But you’ve probably guessed what the answer to that was by now… NOTHING. So Monday morning came I called to ask if they had had a response to be told nothing as of yet but they would chase things to see & give us a call back in 1 hour but it wasn’t looking promising as the guy who they deal with is on paternity leave. 1hour came around guess what NOTHING once again, no call & no email . So I called back after a couple hours an was told nobody had even looked into this or had arranged a call back. So I got told someone will call you back in 10 mins. Guess what NOTHING AGAIN!!! So I called back an explained it all like a repeated tape recorder to then be put on hold to get an answer of I’ve chased things up & unfortunately it isn’t good news it’s not in stock, not in the warehouse & you’re looking at April next year for them stoves to be back in stock as he read the email he received from Henley. This was the same person who I spoke to on day one to ask about the stock levels before I pressed the add to basket to purchase this stove as we was told it was in stock. So we had taken another day off & completely wasted our days off from work. Wasted time in trying to order a stove we was never getting. Now all I get a pathetic email saying “ Afternoon ( name ) Thanks for your recent call. We would like to apologise for the miscommunication on stock levels for your order. To confirm, Henley have advised stock is due in April 2023. We will refund the amount of £989.00 to your original payment method. We would like to offer you an extra 10% off a future order as a gesture of goodwill for the inconvenience caused. Best regards, Stoves Are Us. So they can send emails & offer discounts for there errors but can’t find the actual information they need to run a business properly! Wish I had listened more on the reviews than taking the chance!

Returning an item is a nightmare and the communication from this company is awful. They swop about with the people you speak with and each time no one seems to know anything about the query..very frustrating! Eventually they agree to give you return details ( after a week) and after they received the tracked return, completely stop communication and do not issue the refund. 2 weeks I’ve been waiting now for a refund but nothing. Very unprofessional behind the scenes.

We purchased an Ooni pizza oven for a family who had missed their holiday. The company accepted the order and the payment on 15 June. We did not discover until the end of August that oven had not been delivered. We attempted to telephone 6 times over the course of 3 days. We left 3 messages. None were replied to. 2 calls were cut off after we had held on for more than 15 minutes. On 7th September we finally got an answer on the telephone. we were told they were waiting for the oven to be delivered to them. We said that we would regretfully have to take some action. 10 minutes later we were called back and told the the oven was in fact in stock and could be delivered. We thanked them and politely asked for confirmation by email (after checking that they still have out email address) so that we could ensure that delivery could be accepted. 6 hours later, and the business having closed for the day, we are still waiting for an email

Avoid this company at all costs . Having received defective goods I was given a number of different excuses in relation to the replacement . Having requested that they collect said item , once again I was given a load of nonsense Read reviews on Trustpilot before you buy . I’m clearly not the first person with a bad experience at the hands of this company

Awful company, reading the below reviews, clearly bad customer services is systemic within this business. cancelled our order 4 days after they bumbled the deliver in fact actually not even dispatching it but lying to us constantly about it. Steer clear folks, you have reams of choice out there, go to another provider they are pony.

Bought an Aarrow Ecoburn stove from stoves are us who delivered the stove on a PM delivery service on the day I requested. The stove came with a free selection of installion items and I now have a lovely stove warming my living room! The installers (Fired Up Ovens & Stoves) who were recommended did a fantastic job and were both professional and clean. Will recommend both companies to friends and family!

Director agreed to price match on Saturday, went to pay on Sunday and he declined.. Very poor service, wasted my time and money, very unprofessional management, though lady in shop tried her best.

I am gutted I didn't read the below before my order! Awful customer service, rude and unhelpful. We was told we would have notice before the delivery. I called every 2 hours for an update and we got they attempted delivery but no-one knocked or rung the door bell. He said the small sign saying parcel to go in the store put him off knocking on the door. We are currently renovating, we cannot be there for every delivery hence that sign. There was someone at the property but because they didnt knock or give a call it was missed. Stove are us then gave us a fake haulage company as they had no record of us. Then tried to charge us £40 for re-delivery. and £20 if we cancelled even though it was FREE DELIVERY on the order! In summary, they trip you up and lie. DO NOT ORDER. VERY RUDE AND UNHELPFUL.

Dishonest, rude - stay clear! They sent me the wrong stove so I called up to let them know. Instead of apologising and trying to sort it out they told me I was 100% wrong and had in fact ordered the wrong stove (despite them not recording the calls or anything to prove either way). This is of course possible except for the fact that I actually *had a price match discount* from them against another website!! By this point I was speaking to the "manager". He was ultra argumentative / rude, told me I was *lying* about the price match despite me giving him the website to double check. It was clear that his only aim was to get out of having to pay to have the stoves swapped, but I was genuinely taken aback at how rude and ill mannered him and the customer service agent before him was. They just had no interest in trying to get to the bottom of it, they just wanted to wash their hands of any extra cost. All they would have had to do is check the price the other website was selling them for (a price you have to call up for, so not something I could have just quickly googled while on the phone to them, if you know what I mean) I just dread to think what they would do to a customer in a more costly situation.

We ordered the stove on 11th August and it was delivered on the 9th September. I had to continually chase the company who blamed the supplier. Once we have paid I would have expected Stoves Are us to do the chasing. This threw out the installation schedule and meant that we had to have scaffolding for longer than anticipated, we also lost the slot that the installer had agreed with us. These things happen and I wasn't going to write as review but we also needed to return the heat shield which was not what our installer expected. I have asked whether Stoves are Us will pay for the return, I had an initial standard response where they asked for the same information I had already provided. I responded immediately but five days later have had no response.

Due to having a modern house I didn't think a stove was a realistic option. Further to discussing options I had a false chimney built and the arrow i400 inset stove fitted. I have to say I can't recommend the product or the company enough. The staff were friendly, helpful and efficient. The fitters were great and showed efficiency usually attributed to the Germans. Bacon and egg sandwiches and a packet of cookies later the job was complete. Absolutely amazing!

I would strongly recommend stoves are us to anybody looking for their perfect stove. The staff were extremely friendly and professional in helping me create my dream fireplace. This was my first stove so had no idea what I was looking for or what requirements I would have to meet. The staff explained everything brilliantly and gave me the peace of mind I needed to now relax and enjoy the benefits. I am so pleased with the end result that I have since returned to stoves are us and am now in the process of having my other chimney breast opened up and a second stove installed!

Fantastic service, top class stove. I would absolutely recommend this company and the stove to anyone! Faultless in everyway.

Fantastic company really helpful they really helped us with the selection and installation options on a stove was great priced and fast delivery great customer service fantastic all round and would most deffinatley be recommended to anyone who asks

Order stove which arrived the very next next day as promised, got some free installation items thrown in too!

Stovesareus got every single thing wrong. A botched delivery and a faulty stove which they then - rudely and with hostility - did everything possible to avoid having to take responsibility for. The stove they sold me is provably defective and stovesareus made it as difficult as possible for me. They even claimed I had no right to a return and refund. They continue to try and cause maximum stress. After I cited my legal rights and forced them to grudgingly agree to take the stove back and refund me - which will not cover the days of wasted time and money, the cost to get a HETAS engineer to remove the stove, take Pascal readings of my Flue, get HETAS to confirm the fault is with the stove, and finally install a new stove (a Charnwood C4 which I bought from a different supplier and which works perfectly) - they then failed to come and collect the defective stove. Deliberately in my opinion. So no refund, nearly a month after the initial complaint. Stovesareus agreed a collection date, but then did not actually book it in, leaving me to sit at home all day, waiting. Emails to the MD, CEO and Customer Service team of the company have gone totally unanswered. I'm now having to take them to the small claims court. Installing a stove is a reasonably big undertaking. If things go wrong with your purchase from this company, expect a truly difficult, costly, hostile and unpleasant struggle to get it put right. You will be treated with contempt and cynicism and they will cost you significant time and money.