Glowing Embers Avis 

I received great support when I spoke to their team and the product were exactly as expected and came quickly, really pleased.

Very good customer service.perfect fit for replacement glass

Ordered on day, came on time. Can't fault! 👍

As described, and prompt delivery.

Well packaged, fast. Excellent material, thanks.

Nice to find a company that gives you the help you need
Can't thank the nice helpful Stacey enough,
Will use again if I need anything to do with wood burners again

I have used this company before quite a few years ago, We have moved from Essex to the Highlands and what was really nice their service now is still as good as it was back then, what we ordered was well packaged and arrived promptly which in a lot of cases company's can change and so can the service, but not in this case Glowing embers haven't changed since we first started using them.

Not sure if parts were genuine but seems ok and fair price

I purchased a flue liner from All Fired Up Stoves on eBay, which is operated by Neutrino Retail Ltd. This company trades under several other names, including:

Flue Warehouse

Glowing Embers

Fluelinerkits.com

Product branding: Helix, Shieldmaster, Woolly Mammoth Stoves

The product was listed as a 904L Helix Premium flexible liner. While the listing didn’t specifically state CE or HETAS approval, it included a designation number: BS EN 1856-2, which suggests conformity with flue liner standards.

The seller first sent the wrong item — a 316L liner instead of 904L. After I contacted them, they sent a replacement, but that also raised several concerns:

The liner had no visible branding, no CE/UKCA markings, and no directional arrows, despite the manufacturer’s own booklet (supplied by the seller) stating these would be printed every metre

I received no documentation — no HETAS certificate, Declaration of Performance, or warranty

The invoice identified the liner as MI-FLEX, manufactured by Mi-Flues Ltd, not a “Helix” product as branded in the listing

When I raised these concerns, I received conflicting information from the seller. They claimed that markings weren’t required and that the liner wasn’t advertised as certified, despite the documentation they provided suggesting otherwise.

If you’re buying a flue liner where traceability and compliance are important — for building regulations or insurance — I’d recommend exercising caution when dealing with Neutrino Retail Ltd under any of their trading names.

BEWARE. !!!

Order a 6 inch flue locking band. When it arrived it measured 8 inches. Totally useless.
Nobody answers their phone. Return impossible.
DO NOT USE

DO NOT USE! order a plate weeks ago, didnt fit, email address you had to send a request ot return to didnt even work. you couldnt send it back to the address it came from, the whole thing set up like some 1990s return system, where you have to ASK them to be able to return. unsurpisingly i heard nothing for weeks, just enough time for me to no longer have my return details from the courier...i contact them and they conveniently 'cant find anything' about my return.

When my order arrived, one of the pieces was damaged beyond repair which I could see wasn't done by them or the courier. I got on to glowing embers to get it sorted. I also had a piece that was the wrong size but that was my fault for ordering incorrectly.Glowing embers got straight back to me via email and sent another piece straight out overnight to replace the damaged one and gave me a return order number with instructions to send the piece I ordered by mistake, back. As soon as that arrived with them they refunded me fully for that piece. I can't fault their customer service or their prices. Thanks glowing embers I will certainly recommend you to others.

Very impressed, good value, swift service, and took the trouble to double check with me- excellent communication. I recommend them.

Ordered a fire brick , I didn't have a clue but Stacey was so helpful. It arrived when they said it would and they offered excellent customer service . I would recommend this company .

I’m so thrilled with this company. Communication and service has been excellent. They replaced a door that was cracked and I only wish as ALL companies were as straightforward. I wouldn’t hesitate to recommend them. I think we are used to shoddy service but glowing embers are super. Thank you

Cannot fault them I ordered a wrong part online they noticed that the part was incorrect so they phoned me to let me know changed the part for correct one and I got my order the next day I would definitely shop there again excellent service very happy customer

I needed a replacement stove glass (custom made), and door rope. I posted a paper template to them Tuesday afternoon and received a new one on Thursday morning. All done in under 48hours
Astonishing service from Glowing Embers, the Post Office and DHL

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.