Glowing Embers Opiniones 

Respuesta de Glowing Embers

19 mar 2026

We are very sorry to you, Paul for any inconvenience caused. We can see the order was, sadly, lost in transit. Yodel should have notified us of this proactively so we could resolve this sooner for you but they did not. However, we dispatched a replacement order as soon as you kindly made us aware you had not received your order and are pleased to see it was safely delivered two days later.

We have addressed this matter with our chosen courier too, to improve this process going forward.

Once again, we are really sorry for the delay in receiving your order and thank you for letting us know, so we could resolve this swiftly.

Respuesta de Glowing Embers

19 mar 2026

Thank you for your feedback, Peter. We’re very sorry to hear that you’re disappointed regarding your return request.

We completely understand how frustrating this situation can be and we do appreciate your stance on this. After reviewing your order, we can confirm that your request fell outside of our stated 14 day returns period by a further 6 weeks. As our policy is in place to ensure fairness and consistency for all customers, we’re unfortunately unable to process a return on this occasion.

We are very sorry once again for the clear disappointment caused.

Respuesta de Glowing Embers

19 mar 2026

We are sorry to hear of your disappointment. We know this can be confusing but for Twin Wall flue pipe the outer diameter is always 2 inches greater than the inner, as the inner pipe has 1 inch of insulation all the way round, effectively adding 1 inch either side of the pipe, making a 6 inch clip, that goes around the external of a pipe, 8 inches for instance.

We are stuck between a rock and a hard place with this issue as, we have to advertise the pipe as the internal diameter because this is the diameter of stove outlet or stove pipe that it fits to and therefore if the pipe is advertised as 6 inch pipe, the accessories like locking bands have to be advertised for the 6 inch pipe, even though their diameter measures 8 inches.

This is an industry standard and we do try to make this as clear as possible and every listing has an explanation of this on, but we do appreciate this can be missed and that it is confusing.

We are so sorry we were unable to accept this item back for a refund. As your request fell outside of our stated 14 day returns period by a further 6 weeks, we were sadly unable to accept the return and, therefore a refund on this occasion. We understand you believed you had spoken with a member of our team before purchasing who you state gave you this advice, however our records showed no calls or emails before your call to our Customer Service Team regarding this. It might be possible you spoke to another company, rather than Glowing Embers.

Once again, we are sorry for the disappointment caused, Tania.