Glowing Embers Avis 

Really appalling customer service. They advertise having glass specific to the stove I own but having ordered it it doesn’t fit the stove.
On top of this they have refused to accept a return or a refund.

Ordereda chiminea cover.Spoke to company on a couple of occasions. The staff were very polite. The delivery was earlier than expected which suited my needs

Please take heed when I genuinely tell you to avoid this place

First class service and quality item.

Contrary to those people who have left 1star reviews, I leave 5 stars and would certainly use this company again. I found the staff to be approachable and understanding, professional and efficient - after clarifying an indirect issue concerning postage rates (which was done promptly), the items that I ordered arrived intact and on time. Thank you.

Terrible company. Bought a replacement stove glass advertised as 5mm thick. Received glass 4mm thick. It became clear during email conversations that they knew they were deceiving their customers - I guess most people wouldn’t check and 4mm glass is so very much cheaper. Further compounded by their strict returns policy, which would not fully compensate for the return cost of the parcel sent back - in their packaging! Never mind the inconvenience caused by their false marketing. In the end bought the properly specified item cheaper elsewhere. Steer clear of these scammers.

Ordered replacement glass but wrong size arrived. Customer service (Caroline & Lyndsey) sorted it all out with correct size arriving rapidly. No quibbles just a genuine desire to correct the mistake. We all make mistakes, it's how you correct them that marks out a good service, and I couldnt fault. Thanks

Terrible customer service. Ordered a log burner which showed as in stock on their website. Paid for it in full. Email from the company 2 days later to say that the log burner was out of stock and would take 6 - 8 weeks to be delivered. I was really disappointed and emailed the company that in my response. No apology from the company. Took 10 days to get a refund. We used Stove Supermarket in the end who were fantastic.

We bought a bathroom radiator, it ended up taking 3 months to arrive and we were happy to wait.
Unfortunately when we opened the radiator the thermostat was broken out of the box. Glowing embers would not replace the broken thermostat, and to make it worse we had to buy a new thermostat from them. I wouldn’t use them again.

Very helpful and responsive company, always answers queries quickly. Speedy delivery.

Presales service has been excellent. This isn't a firm that just wants to sell you loads of kit. I needed info on what pipework I'll need for my log burner. Customer care were concerned about where my log fire will be situated and I have now changed plans accordingly. Will look forward to making my purchase and using the fire.

Ordered a made to measure firebrick. The service was excellent and delivery very prompt. The firebrick fitted perfectly. Much appreciated:)

Ordered replacement fire bricks for a Woolly Mammoth 8 mk2 stove.
Although the vermiculite bricks sent by this company were 'cut to size', the original sides were 30mm thick. The bricks just sent by Glowing Embers are only 25mm. This will reduce efficiency and there are safety implications as the sides of the stove will run hotter than they should - meaning there is an impact on the safe distance to other surfaces. The rear firebrick originals have 45 degree chamfered edges all round the rear facets so that they will fit correctly. These replacement parts do not have these chamfers, so do not fit. Consequently they jut out in such a way that the neither the new nor old side bricks can be fitted.

The parent company of Glowing Embers is Volsom, who designed this stove.

Further to email and phone calls, this company will not supply the correct firebricks and only offer a refund. As they are the manufacturer and sole supplier of OEM parts, this means that it is impossible to purchase replacement firebricks for Woolly Mammoth appliances that actually work. THIS IS RIDICULOUS AND VERY POOR SERVICE.

Using thinner fire bricks than specified has obvious safety implications - and in any case these bricks do not fit. I am minded to refer this matter to trading standards.

I can't see how to leave a review but what an amazing company - I managed to break the glass on my log burner - no name on it and they guided me through the weird shape to order and arrived today - very quick and very efficient 5 *

I had a problem with glass for a stove and the Glowing Embers Team were excellent. Exceptional service.

Top class service from start to finish had several calls to discuss prior to ordering the knowledge of the staff were second to none even the after sales service was excellent
Would highly recommend

I ordered a boiler stove from Glowing Embers over the phone, told them exactly what I wanted and it was paid for and ordered over the phone with no haste, I had a bit of bother with delivery due to where I live (Highlands, this happens on a regular basis for me) so I rang customer service and they were extremely helpful and polite, got it sorted and was told to expect delivery about 7-10 days, 4 days later I had a stove at my door, the delivery driver was excellent and extremely helpful moving the stove to where I am storing it before fitting. Top notch service

I found glowing embers to be efficient and reliable. When I needed to return any items,there was no problems.

I purchased a Henley 21kw stove from Glowing Embers in December 2021 along with all of the pipe fittings and flexible flue hose for the chimney. Everything was perfect and they also returned my money promptly for a few parts that I purchased but did not require. The staff are extremely knowledgeable and helpful.

Almost 1 year ago I bought my beautiful, so realistic, 3D "CELSI" electric fire place. 🔥 it's arrived quickly, still works perfectly every day, warming and lighting my home. I adore it.