Vesta Stoves Opiniones 

Re Missing Order: #69067
I am very disappointed to be writing this review but feel Vesta Stoves have let me down. I have been very understanding and reasonable but now I am running out of patience on what is a really simple matter to sort. It is not about the product Vesta Stoves manufactured as they did despatch the goods, it is about the very poor customer service they provide.
MyHermes received my order from Vesta on 17 Dec but it still has not been delivered to me. I have tried many times to telephone Vesta Stoves but only get the answer machine saying they will get back to you before 6pm (on the day you contact them). In addition I have sent 10 emails to which John has replied to only 4. I was willing but unable to sort out this missing delivery as Vesta Stoves is My Hermes customer, not me. I can track the parcel with the Hermes online tracking service which is still telling me, one month on, ‘it is delayed’. The My Hermes telephone service will not recognise the same tracking number so I am unable to speak to Hermes myself. John emailed me to say he was sorting it out with Hermes and then 7 January he emailed to say he would send out a replacement order that day. I have not received this replacement nor have I been given any tracking information to say it is on its way.
As I heard nothing else I sent one last email giving Vesta the chance to reply before I posted this review and contacted my credit card company. Sadly it proved to be another ignored email.
John, please respond to sort out this easily resolvable situation. Please realise that you must address customer queries and problems as your poor customer service does nothing to enhance the reputation of your Company. A further word of advice is to use a better transport provider than one that does not respond to customer queries
It is with regret that I have raised a dispute with my credit card company. Please contact me so this issue can be resolved.

Shocking customer service. No updates as to when the product was arriving and it took forever.
Fire rusted after the first week so I ordered a cover for it in August 2021. Still haven’t received the cover despite paying for it and have sent numerous emails and have called but just got the answer machine. Can’t get a refund for the cover so hopefully they’re putting my money towards improving their service to others….

Had to give 1 as no possibility for zero.

Absolutely devastated to of received our unit late 8th July missing our cover ordered and paid for to be told it will follow and to date has still not been received. Then within 8 weeks of receiving the unit has rusted despite having a 3 year guarantee. I have emailed numerous times with pictures and write ups of the complaint to have never received a response. Phoning is impossible as originally you couldn’t leave a message but now can leave a message but still don’t get a reply. Final straw is they are advertising two of the fiesta fires I purchased ready and available to go to first come first served so this can’t be a over worker situation anymore if your building stock to sell!
I’m beyond gutted that nearly £900 has been paid for a faulty unit and still no cover.
I have contacted my bank to contest the payment made last April as order is still incomplete and goods are faulty..
furthermore tomorrow I start the trading standards root also.
I didn’t want this I just wanted the quality of goods I paid for as was trying to support British during a pandemic and this is the repayment we get
Gutting

AVOID at all costs

I regret not reading these reviews before. We were informed our delivery date was 10th December, then informed there was a delay till 15th, which came and went.A day off work, no delivery. No response to numerous calls and emails. Now informed delivery is today 21st December. Surprise surprise I'm still sitting waiting and lost another day of work.
Have requested an update and which transport company are delivering . No customer support can't even say poor customer support, its none existent. Spent £1000 and cannot express my disappointment. Communication is appalling. I don't know who to turn to for help. Have I been scammed?

I’ve learned a lesson after using Vesta. That lesson is, never spend close to £1000 on something online without checking out reviews!
So my experience is not as bad as some, but still not what you’d expect.

I ordered a garden stove with a bunch of extras - pizza stone, 3 metre flue and single glass door.

After ordering the stove I tried to contact them to change the order to a double glass door. I couldn’t call as no one answers, I left voicemails which weren’t returned and sent emails.
I did receive an email back which seemed to acknowledge the order update to double door.

Several weeks go by with me wondering if the stove will actually arrive. Near the shipping date I tried to get an update with no response.

The quoted delivery day came and went without a peep. And then next day, without any shipping notice, a stove appeared! With the double doors, but no flue, no pizza stone.
Contacted Vesta to ask where the extras were, was told “they’d be there soon”, via email.
Next day, again out of the blue, no shipping notice, my 3 metre flue arrives, with a flue rain cap I didn’t order but was happy to receive, but no pizza stone.

Now we are about 6 weeks later, I’ve had a couple of technical questions which were answered via email, but no shipping update on the pizza attachment.

All in all I’m happy with the stove, although it has no baffle plate which I’m confused about. The stove literally has nothing to stop most of the heat flying up through chimney, so I have asked more questions about that - I assume it’s due to the double door, but still I’ve had ALOT of sparks flying out the flue, which doesn’t seem that safe to me and I’m sure most stoves should have a baffle.

And still not a peep about the pizza attachment.

I think the company are snowed under with lack of material supply, COVID and Brexit have affected them. But they REALLY REALLY REALLY need to have someone manning the phone. Their service is unheard of in 2021 I really can’t think of another company with this lack of customer service. They have even turned off comments on all social media and YouTube. They make a good product when it arrives they just really have to get some customer service and call people back. A little feedback would go a very long way.
Vesta If you can’t cope with order volume due to material supply you need to stop taking peoples money until you can deliver on what you sell. I’m just thankful the bulk of my order did arrive, but I want it completed please.

Absolute chancers. Ordered a flue from them, never recieved it, asked for a refund and eventually got a photograph of them holding an envelope with our address on it that supposedly had a cheque inside to refund us. Never got the flue or the money back, only got as far as we did after threatening them with trading standards. Keep as far away as possible. Outright thieves.

I ordered spare parts for my Vesta stove in September with lead date of 6 weeks. Delivery date sent with invoice confirmation for 28th October. I am still waiting! I have phoned,emailed and texted without any response. TERRIBLE CUSTOMER SERVICE. I have asked for my money back but still no response. Will have to wait and see if it is returned

Update 30.11.21. I have written several emails this week and tried calling too. The only email they replied to was one that was asking questions about a new order.

Very disappointed with customer service and delivery promises. The stove itself is lovely but my enjoyment is soured by the failure to deliver the log store and stove cover that we’re ordered at the same time as the stove April 21. I have written 14 emails and spoken to the answerphone several times. It’s now 21 nov 2021 and still have no cover and store

Awful, rusted product. Can't get a hold of anyone to complain. Cover doesn't fit because product has a flu. Told to provide a 5 star review to receive a care pack ... care pack never arrived.
Really disappointed. I would have expected better.

Be warned, as others have said, taking our money was easy but despite numerous personal assurances, this company did not fulfil their obligations and became non contactable. We swiftly opened a PayPal complaint when we read the terrible reviews.

Thanks to PayPal, obtaining a full refund was easy. Another word of warning however; although credit card protection may have still be an option to us, Paypal explained that there was only one chance to claim via them. If we accepted Vesta's offer to withdraw the complaint in return for delivery, we would have no further recourse should it fall through.

I am having the same problem as the last review! They took my money in September with a delivery date of the 12 October, no arrival and I managed to speak to someone two weeks ago who said the stove was finished and it would be with the following week as yet no stove. Nothing but the answering machine and ignored emails. I know things are stuff just now but they lied also think this is scam and I am reporting this to the police

I was due delivery of a new stove on 9th November 2021. I have emailed and phoned Vesta Stoves numerous times since 9th November. I have had no response. The phone line diverts to an answer phone message stating all staff are busy manufacturing stoves, however they will return the phone call at the end of the day between 4 and 6pm. I have phoned everyday since the 9th, I’m still waiting for the call to be returned. I paid £1,140 up front when I order the stove. I believe this is a scam and have contacted my credit card company.

Received this for a special birthday, great choice as it’s well constructed, easy to use as it’s well designed.

Thank you ,my stove arrived a little late . Worth the wait! so pleased with it.
if your thinking of buying a stove I would certainly...recommend Vesta Stoves you won't dissapointed . Also I must say" the update I received from the company was excellent.

A special thanks to John in sales for keeping me updated.
Thank you to vesta company
Patricia

As with many of the other recent reviews about this company, absolutely shocking. Promises to deliver and nothing arrives. I've taken days of work, rearranged family schedules, gone out of my way to accommodate the repeated failed delivery dates and now they don't respond to anything. You can't speak to anyone as the telephone just goes to voicemail, this tells you to email which I have done, only to receive yet another false delivery promise. Cancelled the order, no response so have filed a section 75 claim as thankfully I paid on credit card. Ordered a stove from stovefitterswarehouse.co.uk and it arrived two days later with all the components exactly as expected. Stay away from this company if you wish to avoid paying for something you do not receive only to be fed radio silence.

Wow - so glad I checked on here first - I have been phoning and emailing these guys for a couple of months as wanted to buy one their garden stoves - but thought I should check in with them first. The lack of response certainly sounded the alarm bells and having now seen all of these reviews I am glad that I did not part with my money. A real shame though as the stove is just what I need and I was keen to support a local firm. Too bad and good luck to everyone else waiting ... poor customer service.

DONT use this company......... we ordered our log burner and paid for the log burner and the fitting up front. £1800. We should of had our burner fitted last week, needless to say they didn’t turn up.. we have called over 40 times, sent 10 emails, messaged them on Facebook, we have been ignored by them. I cannot believe this company is getting away with this. This is not how you treat customers, absolutely disgusting customer service. We have reported them to trading standards and have now started the process on getting our money back through our credit card company. Don’t use this company....

Only a low value order placed in Jan 21 - £51 including postage. It's now October and despite numerous emails, unanswered calls and messages, we still have received nothing. I'm glad I didn't buy a stove but nevertheless this small 'business' are taking people's money on false promises and no customer service whatsoever.

Stay away from this company we paid for our items in February 2021 and still haven’t received them they never answered any of my calls emails such a bad bad experience totally shocking STAY AWAY STAY AWAY

I received my stove a week early and it’s great, however I am still missing the flue extension we paid for when we ordered the stove. The Customer Service is a problem, multiple emails and phone calls but no response !!!! Please send me the goods I have paid for!