Bowland Stoves Limited Reviews 186

Clear website, that easily allowed me to find a replacement part that was otherwise hard to source, prompt online response to my questions, and very quick delivery.

Rachel went above & beyond to get my delivery to me outside the UK. Her friendly helpful personality was fantastic to deal with. Would highly recommend.

Wonderful customer service from Rachel. It was refreshing to be able to message a real person. I was kept informed at all times and received exactly what was needed excellently packaged. I only wish all businesses I dealt with were as good.

This is the second time we have ordered spares from Bowland Stoves for our Hunter 6 stove.Why? Because we have experienced first class advice;service and genuine Hunter spares.Our latest order contained heavy metal items (catch bar and baffle plate),rear fire brick,replacement door glass,stove top fan and other miscellaneous gaskets.We have never received a parcel so expertly packed to avoid damage(Courier companies pay scant regard to “FRAGILE”labels !! ).Many thanks Bowland Stoves.

I found Bowland an excellent company to deal with. Communication was prompt and well focused. A query with the manufacturer was dealt with effectively and efficiently. I felt that I received a personal service and that I was valued as a customer.
I would certainly recommend this company.

Received wrong and missing items from the company. Items arrived on Thursday 19 December 2014. I phoned the company 15 minutes after items was delivered to notify the company. I'd spoken to a female named Rachael whom was very abrupt and rude on the phone and was told at first that it is impossible to have received missing items in my order and that I would have to wait nearly 3 weeks weeks before they could look at the error with my order. She was shouting on the phone which I thought was very unproffessional conduct. If a company makes a mistake with orders, which from time to time can happen, do not take out your frustration on the customer when they report a problem. End of day I paid for items which I had not received and also received wrong items. Dont use me as a bashing board and shout at me when I phone you about my problem with my order. Trading standards needs to be informed should the problem with my order not be looked into and rectified in a reasonable time. Why do I have to wait more than 2 weeks for you to look into your error!! Avoid this company as utter rubbish customer service !!!

UPDATE IN RESPOSE TO COMPANY'S RESPONSE TO MY REVIEW:

Suddenly you can now rectify and resod to me after I had left you a public review. If only you had told me this on the phone when I had phoned you that you would look into the error with my same day, however when I phoned you instead was shouting and been abrupt to me. Why did it have to take for me to leave you a public review to act as you should have in the first place when I phoned you?.....Now say it has taken you 2 hours to look into my order.
I will wait and see when the correct and missing items arrive to trust your word. I most certainly having also read from others reviews of eactly the same experience theyve had in regards to poor and argumentative experience when they have phoned the company in regards to errors and have had the same reaction. In my view is to appologise to the customer for the error and say that you would look into getting it rectified asap and not give the customer an ecuse that the customer only has 6 minutes as you company will be closing until 6th January 2025 and will have to wait until then for the error only to be looked into then.

I am confused at some of the poor reviews. Whenever I have ordered stuff it arrives promptly and in good order. The parts seem to be original. Whenever I have asked for advice they have responded promptly, answered the query and also answered the questions I didn't ask, but should have. The range of what they offer is as good, and often better, than other retailers. I honestly wouldn't go anywhere else. I have just ordered some more spares and am looking forward to delivery.

I ordered online a grate to suit my old stove, I recieved it promptly, right one and good waulity.
Had a follow up call checcking everythig was in order, very effient professional and a pleasure to purshase from.
I Will continue to use.

I ordered a chiminea that was showing as in stock online. The next day I got an email to say not in stock, but suggesting the larger model. I declined this, and was suggested 3 further alternatives. I asked for a refund, which I had to chase up after a week. A fortnight after placing the order, I have finally been refunded. In the meantime I ordered the same product (and found it cheaper) from another company and it was delivered within the week. Unimpressed by the fact Bowland Stoves kept my money for two weeks when I ordered a product they did not have available.

Installed new multi-fuel stove leaving living room coated in dirty, greasy soot. Company simply walked away then denied existence of the problem. Took us a week to clean up. Rachael Foster said wouldn't have taken her a week...shame she didn't volunteer. Masses of correspondence and currently seeking legal advice.

Purchased a baffle for my Brosley wood burning stove.
Unfortunately I ordered the wrong one. Contacted the sales team and they were very helpful. Arranged new baffle to be sent the next day. Wrong one sent back and I have now been reimbursed for the first purchase.
Excellent customer service.

Firstly the order and delivery of the item was easy and quick. Which was perfect as we ordered a rear fire brick for our stove, which arrived in time for the cold snap.
What is extremely disappointing is that we have had the rear fire brick, less than 9 days and held 3 small fires to ensure the brick settles. However, after the 3rd fire the brick split in half.
I contacted the team, and explained we held 3 small fires and followed the guidelines for the brick to crack straight through. We only have a small stove Helios 5, so impossible to through a log in (we only use wood)
The reason for the point above is that this business offer no warranty or guarantee on their bricks, and hide behind the lack of warranty from their supplier. Even thought I explained all the above, the response I received is as quoted’’ Brick liners can crack at any point the common reasons for these to crack prematurely are;
Thermal shock – new Bricks should be brought up to temperature with small fires before firing at the stove’s full capacity.
Impact from fuel being placed in the stove or with pokers or shovels.
Using fuel with a high moisture content can weaken bricks.
Bricks placed on an uneven base/back
Over fuelling the stove.
Banking fuel against the brick.

Basically releasing all efforts to resolve a query after spending £40, I would expect the item to last longer than 9 days and not have the business wash their hands.

I called Bowland Stoves for advice before ordering a part for my log burner. I spoke to a female who asked the model and year of my stove, based on the information on the invoice from the stove purchase she identified the part from their stock , took my card details and took payment. The part arrived 2 weeks later and after attempting to fit it I discovered that the wrong part had been ordered. I contacted Bowland Stoves to inform them that it was the wrong part,I was advised to send the part back which I did at the cost of £3.90. A few days later I received a refund which was short by £16.84. I contacted Bowland Stoves to ask why they had deducted this from my refund and was told that it was policy as I had ordered the part and paid online. This was not true as the payment and order was placed manually by Bowland Stoves, the lady I dealt with refused to discuss this when I challenged the deduction from my refund which was put down to postage and restock costs. I am really disappointed as I have previously used this company before but feel very strongly that this was unfair and after this will not use this company again, very poor customer service by any standards to which I am sure will not be an isolated incident.

Needed spare/replacement fire bricks and glass for a Helios 8 stove, Bowland Stoves had the full set and others available. Other companies I looked at, didn't have the base brick.

Living on a Scottish island, the computer initially rejected my address after 6pm, Carol answered my website query, and phoned me back at 9am the next morning to arrange everything I needed.

Carol and the team couldn't have been more helpful and efficient despite manufacturers delays, they got the dozen or so parts I needed sent out. And they arrived extremely well packed and all safe.

Would highly recommend 😊 Thanks again, for all your help Bowland Stoves.

Fantastic customer service from Bowland stoves. Thank you Carol and the team!

Absolutely brilliant service from Carol at Bowland Stoves. Knowledgeable and very good at keeping you informed every step of the way. Nothing was too much hassle and the installer Sam was excellent. Would recommend to anybody and everybody.

Genuine replacement parts at a good price. good communication on. delivery time.

no problems with anything, all smooth and good advice too.

Prompt delivery and replied to my original email quickly.

First rate product, delivered promptly.