Bought a Villager Flatmate June 2nd 2016 did not start using it until Sept happy with stove until Feb 2017 when the nuts and bolts holding the glass in started to get very rusty and a couple of them dropped off .We are not newbie’s to wood burning stoves having had one in our last property for a number of years with out any problems. Complained to Stoves Direct only to be told this had happened because we were over heating the stove………we have a thermometer on the flue pipe and NEVER allow it to over heat. Oh yes they will put it right at our cost but, if the same cheap nuts and bolts are used this problem will occur again. We bought this stove to use not as an ornament. I would not advise any one to buy one of there wood burning stoves.

Tried to buy an Aga stove from their Stove specialist website. It advertised free next day delivery, which was crucial as we had builders standing by. In fact, you get a bizarre email asking you to book a time with their couriers, who take 48 hours before they even respond. Long story short their lorry couldn't get down our drive, despite the fact a bin lorry manages it weekly, and they tried to charge me extra to deliver on a van. I cancelled the order, and they withheld £55 to return it to them. Best avoided.

The service is so bad that as a way of feeling like I have some closure I have elected for first time ever to review for an online retailer, this in over 10 years of buying online regualarly. 1. Our log burner cracked and so needed a new one in a hurry. 2. Bought online over a bank holiday using thier live stock status and free next delivery service, both advertised heavily on their website. First health warning it all a lie. 3. Based on the above we expected delivery two to three days later, i.e. allowing for the bank holiday. 4. Received an email two days later stating that they had spoken to their supplier and we should expect delivery in 5 - 7 days and call from the courier 2 days before delivery. So what happened to the item being in stock and on a next day delivery. 5. I emailed expressing my concerns and cancelled the order. 6. They phoned and stated they had the item in stock (like magic) and dlivery would be the next day (Friday between 9 and 5pm) 7. They emailed on the to confirm this and all looked good. My wife re-arranged her schedule and I expected to install over the weekend. 8. Log Burner did show so at 4pm Friday emailed the person at Store Direct (Karen Mountain). No response, no surprise! 9. Saturday still no log burner and couldn't get through on the phone. 10. Saturday, emailed cancelling my order and explained why. 11. Monday no response on email so phoned. Spoke to someone who matter of factly stated the log burner was still in the their warehouse. No apology, nothing. So I stated I wanted the order cancelled. No bother at this and that my email on Saturday would be processed and I would be refunded.But I sent another email just in case, as I'd lost faith, reasonable I think. 12. Tuesday still no confirmation of the cancellation and no refund. So phoned again and they confirmed the order was cancelled and I would be refunded in two days. 13. Wednesday, log burner was delivered to my home(AMAZING) and my wife refused delivery and I phoned up Stores Direct who again matter of factly stated that was normal and when the log burner was returned I would get a refund. 14. Thrusday, emailed asking for someone to please answer one of my emails and confirm the order was cancelled and when I would be refunded my £400. 15. Today - still no response. My advice don't use them.

Last week I purchased a Little Wenlock Multifuel stove from Stores Direct (also trading as Stoves are Us). This is the second Little Wenlock I have purchased from them ( it is a great well constructed stove by Aga, which is easy to light and will keep on all night). I was able to chose the day of delivery - even if it was a little after the specified time, the driver was cheerful and very helpful. The price was competitive and included the flue pipe and cement. A good deal.