vestastoves.co.uk

Initially I was over the moon with the stove and the customer service however a few days on and we’re still missing a part, the doors have seized on the stove so we can hardly open and close them and customer service seem to have vacated the building ! ?!?! We really don’t want to leave a bad review but feel we’ve been abandoned !!!

This review is affected by the customer service of the company rather than the product. We bought the Garden Fiesta fire and have been very pleased with it, though the black paint started bubbling and peeling after only the second lighting. The fire is very robust though so it should be a long term investment. My dissatisfaction was in the customer service. I was given three additional dates for delivery after the original date given by the company was missed. On each occasion I had to do the contact to the company. When the fire was delivered the Pizza stone was not included and again I had to contact the company and had to chase twice to get it sent. The additional flue pipe also was not delivered and I had to contact them 4 times until in the end I asked for the money for the flue to be refunded - to which they responded within 12 hours with a prompt refund. I understand that COVID has affected the service but there is no excuse for not contacting a customer or responding to polite requests. Also, the only means of communication is by a 'Live-chat' line that is actually an email - there is no-one at the other end to respond. They do not accept phone calls or email. A crazy way to operate. It appears this experience may be unusual from other reviews, but for me it was very poor and tempered the pleasure of the fire.

I buy a LOT of things online from all over, have done for years... and have to say vast majority of the time, things are absolutely fine. Then I made my Vesta Stoves order, and the fun began. And by fun I mean frustrating nightmare. First of all...on a positive to be fair... the stove (once finally arrived) is very nice, seems well built, and is good looking. That is where the positives end however. Like other customers I've seen leaving reviews; I ordered more than one item, in fact 6 or 7 overall. After 8 weeks now I am still waiting for 3 of them. Attempting to contact via email or phone is pointless. If you're lucky you'll get a reply from an email, with about 5 words, saying something like 'on its way soon'. The 'Live Chat' seems the best way of actually having some contact with them. I've had dates promised that still haven't been met. I will be raising a PayPal dispute. Actually a real shame, as the stoves seem good. However the customer service is the worst I've experienced, with no exaggeration. The frustrations could have been avoided or at least reduced if somebody actually cared enough to give some detailed responses to my queries, and give honest, realistic updates. After researching the company after 7 weeks of frustrations, I was gutted to find all of the negative feedback from people who have suffered in a similar way. Shame.

I am writing this on behalf of my friend, i am totally disgusted at the way Vesta Stoves has treated my friend who was trying to help hus daughter whi has recently moved to the Orkney Islands. My friend ordered a multi fuel stkve from Vesta September 2018, this was delivered however without the bottom grate leaving it as a wood burner, the stove needed to be Multi as the weather up there is extremely cold. After 3 unsuccessful attempts it was decided to return the stove and at further cost to my friend it was bought back to the mainland. Vesta agreed a full refund but retracted that as on its eventual return there was some sellotape marks on the stove, for that they charged my friend 200 pounds. Disgraceful.

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