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Vesta Stoves Reviews

3.3 Rating 44 Reviews

55 %

of reviewers recommend Vesta Stoves

Company Reviews

3.3

Based on 44 reviews


Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat

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Vesta Stoves 5 star review on 23rd May 2022

Vesta Stoves 1 star review on 4th June 2021

Vesta Stoves 5 star review on 1st July 2020

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“As the majority of the reviews say - TERRIBLE customer service. The repeated excuse I got was that is was a small family run business; i hate excuses rather than apologies and I run a small business myself so couldn’t quite fathom how it was impossible to respond either at all or with an honest answer. The delivery was all over the place with the delivery driver annoyed at me, initially, then apologised as he’d been given the wrong information. They seriously over charged me with extra flue after the stove arrived and no flue, I was under time constants. I contacted them about the fact there was extra flue, no actual directions (as the ones of their websites don’t download) and was just ignored. I spent hundreds over so have spare flue in storage as i don’t know what to do with it… There are no youtube channels on how to install their burners other than ethereal videos of them just working which doesn’t help. So I went to my own knowledge in the past and you tube of similar burners, then visited local shops in my area which sold me the missing parts (such as wind and rain cowl and extra flashing etc) and did it myself. I was in a serious situation and made that clear on the first port of contact. As a small family run business they should have the basic training in red flagging - if they were not capable of assisting me then they should be clear so I could have gone elsewhere. The fact they over charged me enormously in a time of personal crisis is unacceptable. The one star is because the burner works and looks nice but the journey to get there took a task force of my own exhausted doing. As someone who designs bespoke training for companies I advice they hire a consultant to help them to either increase staff, training and customer service or massively decrease their workload to efficiently manage the customers they have.”

Posted 1 year ago

“For all the people waiting on a response from this company, just post your complaint on FB, you will get a response immediately. I responded to someone’s query about buying from them, telling him to check the reviews before purchasing. I had an email immediately from John wanting to finally replace the broken glass door which Ihad been waiting on since August. Needless to say I had already purchased it from another company, it’s just a pity he chose to ignore my request in the first place. Making out he is just an honest man trying to make a living, I am sure we are all in the same boat & hate wasting our hard earned cash on products not fit for purpose.”

Posted 1 year ago

“A really positive experience with Vesta. Having placed my order they kept in touch with me by both phone and email. Delighted with the installation.”

Vesta Stoves 5 star review on 23rd May 2022

Posted 1 year ago

“Really lovely fire. Looks great on our patio. Great customer service, very satisfied.”

Posted 1 year ago

“Paid for two items in September which are due to be Christmas presents. Received two responses to many emails chasing for a delivery date. Each time told the items were being shipped. Still not received and will not confirm if they will arrive in time for Christmas, which I'm seriously doubting now. Have asked for a refund if not going to be delivered, and no response. VERY disappointed. You can't even call the company as the phone line doesn't take messages. Shocking customer service and poorly run business. Wish I'd read the many reviews which demonstrate I'm not the only one here.”

Posted 2 years ago

“Paid for a product in early November as a Christmas gift. Money taken and delivery promised for 1st December, which was great as this gift was to be taken to another part of the country for my elderly father in law. As of today 14th December no parcel has arrived, no response to the numerous emails asking for an update, no responses to phone messages left. How can this company still be operating?”

Posted 2 years ago

“Stove installed (after a delay). Installer was abusive and sexist (clearly does not like women customers). Since installation I have tried to contact the company (because I wish to make an enquiry about a couple of things). They do not answer their phone, nor do they answer emails. Their answering machine message says to leave a message and they will phone back between 4 and 6pm. They never do. I have phoned 5 times this week alone. No call back. I wish I’d read these reviews before I bought from them - I’d have gone elsewhere. How they have too many customers to deal with is a mystery given their attitude. AVOID.”

Posted 2 years ago

“Ordered wood stove gourmet grill & weather proof cover in April 2021. Still waiting for delivery. Am now considering. Taking legal action to obtain a refund. Are they still in business?”

Posted 2 years ago

“Such poor service. Like many others I wanted to support a British company. And whilst I appreciate times are tough this is not an excuse to ignore emails and turn off your phone line. Delivery was almost 3 months (not 3-4 weeks as suggested on the website). Only part of the order delivered and they are simply uncontactable. They quote that they are struggling with demand being so high, and how fantastic for them as a business, but surely with this in mind they can employ someone to deal with their customers? Turning off a phone line because of call volumes is simply not appropriate. Particularly when people have spent upwards of £1,000 and had no contact since. Hiding from paying customers because you are busy taking more orders to disappoint more people is just not okay.”

Posted 2 years ago

“Numerous e mails forwarded one generic e mail forwarded to us saying we would receive an up date that day 4 days later still no reply and no communication received. Shocking customer service if this company cannot cope with the volume of orders then why accept the orders. Currently it states the lead time is 3 weeks how can this be correct when our order was placed 9 weeks ago and still no stove. For anyone thinking of purchasing a vesta stove think twice before you go ahead with your order our experience has been extremely poor we are now wanting to cancel our order this is an honest genuine review”

Posted 2 years ago

“Still waiting for an order we placed months ago. £900 of our money this company has with us having no product to show. No response to emails.”

Posted 2 years ago

“We ordered a fiesta garden stove from vesta stoves in March, no stove delivered, very poor customer service. We got fed up with being ignored and being given false delivery dates and requested a full refund which the company gave us.”

Posted 2 years ago

“We wanted to support a small company. Mistake. No stove, no refund and no communication. Originally due for delivery on 4th May, followed by 3 other dates. Nothing. Finally got an email stating we will be refunded having paid in full 4 month ago. Nothing. Owed £1150. Outrageous”

Posted 2 years ago

“Worst company to deal with. Garden stove is a rust bucket after 1 night of rain! 3 week lead time when purchased, 8 weeks. Parts missing off order. These guys have a answer for everything! Came with scratches and stains which they said wouod dissappear after fire 🤣 magic fire! Rub the rust off with a cloth they said 👌”

Vesta Stoves 1 star review on 4th June 2021

Posted 2 years ago

“Terrible company to deal with. Multiple e mails that have gone unanswered and massively late with delivery despite a 6 week lead time. How this company survives with its appalling approach to customers is beyond me. Ignoring your customers doesn’t make the problem go away. Perhaps employ an adult to reply to deal with customers rather than ignore them?”

Posted 2 years ago

“Very disappointed, my garden stove has not turned up and cannot get in touch with anyway!!! Disgusting customer service.”

Posted 2 years ago

“Really pleased with the garden stove and the service received from Vesta stoves. Before we placed our order we knew it was going to be four weeks before the fire was ready for collection. I drove to the factory to collect our stove but unfortunately it didn’t fit in my car so the stove was added to their next day delivery. The stove arrived safe and sound and very well packaged. Great product and very robust.”

Posted 3 years ago

“I still haven't received the stove I ordered 7 weeks ago. Their website said delivery due last week, also had an email to confirm this. It didn't arrive. Had trouble getting hold of anyone, no replies...live chat is ignored! I was told the glass was late and that it would be sent out the next day for delivery today...well, after waiting in all day yet again...no delivery! No response from either their email account, 'live' chat, phone number or even their FB account. Lead time was supposed to be 4 weeks! Had to cancel our Hetas engineer twice now. Wondering what the point of their lifetime guarantee is if you can't actually get in touch with them! Will it ever arrive?”

Posted 3 years ago

“Absolutely love this fire! It's a real focal point in the garden. Fabulous customer service and really lovely product. Would definitely recommend.”

Posted 3 years ago

“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.”

Posted 3 years ago

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Vesta Stoves is rated 3.3 based on 44 reviews