Fireplace Stove-glass Reviews 

As a building compnay we would never use or recommend this company we ordered a piece of stove glass and when it turned up one of the sizes was wrong , not our error, as we need one urgently we ordered again and paid again this time it was correct. So then requested a refund on the first piece of glass what did they do !! sent another piece which i had already explained we had ordered a new one. Just gave up in the end

My glass in my logburning stove broke and needed a replacement quickly before the cold came. This company came up at the top of my search which said co.uk, and you could choose express delivery for £9 extra and deliver would be 1 - 3 days. Extremely easy to order. When the email came through from the delivery company it was all in French. I then read the reviews and was shocked to find out this was a company in France, and some of the reviews are terrible. But I'd already ordered so thought I'd wait and see. I ordered on Thursday morning and it came Tuesday at 7:00am. The glass was the exact size I ordered, packaged Extremely well, came with gasket.

Receipt of order in under a week. Package was done securely and safely delivered by Parcelforce. It is a little misleading to say UK in the business name as they are not within the UK . It is Vitreflam in France . But despite the doom and gloom reviews I read I’m happy with the product and service.

IF I had read the reviews on this site prior to ordering my product then I would not have proceeded with the order . However I DID order first using FAST delivery . The product arrived after five days [at Christmas] . It was very competently packaged and cut perfectly to size . I did use a cordless grinder to remove 1mm of glass at one corner which was not their fault . the edges of the glass are ground smooth from the wrapping . The label on the glass is misleading and the glass appears to have the same yellow coating on BOTH SIDES . I installed with label outwards . THIS COMPANY NEEDS TO DO MORE IN THE COMMUNICATION AREA .. like having a telephone and an address for example and A FACT SHEET should be included in the packaging .. would I use them again? YES

This is not a Uk company don’t be fooled by the title. I bought 2 identical pieces of stove glass from them and recieved ( a lot later than the stated delivery time) 1 piece the correct size and 1 piece that is the wrong size. I have tried to contact them and recieved no response. DO NOT USE THESE PEOPLE.

Don't touch this company, it promotes itself as a uk company but is based abroad. We paid £400 for replacement stove glass over 10 weeks ago and tried to contact them several times to get an update on when the glass will arrive to just never get a response. There is no contact number, the only way to contact them is by a form on the website and we are getting nowhere. Feeling totally scammed and will be contacting my credit card company to try and get a refund.

DO NOT ORDER FROM THESE ( insert rude word )
This is a complete scam ordered glass 7 days ago and paid for express delivery £9 and still nothing has arrived. Have now put it in the hands of PayPal to sort it out as this company CANNOT seem to be bothered to reply to any messages you send. THIS COMPANY NEEDS TO BE SHUT DOWN SO IT CANNOT RIP ANY MORE PEOPLE OFF!!!!

It is unclear when ordering that you are ordering from a French company (Vitrelfam). I paid for the express delivery on 20th December and it was immediately clear after reading the reviews that there was no chance it would arrive before Xmas when I needed it. I immediately tried to contact the company to cancel the order. There was no phone number available anywhere and my emails were not responded to. I also tried to contact customer service through the website. I finally received the below response 2 hours before the parcel was delivered (8 days after the order).

We treat each request of our customers with the greatest attention.
Anyway as indicated in our general conditions of sale, Article K-Right of withdrawal:
"However, under L.221-28 of the Consumer Code, this right of withdrawal cannot under any circumstances be exercised in the context of the supply of goods made to the consumer's specifications. This article concerns all vitreflam products made in according to the measurements indicated by the customer (windows of all custom shapes ordered via the various calculators on the site) "
Therefore, no cancellation or refund will be made.

I have turned down the parcel and will be pursuing this further.

Don't believe 3 day delivery
I placed my order 7 days ago because they promised delivery in 3 days. As of today, all I know is that has arrived into the UK three day ago. No indications that it has moved any further. No contact details other than a email form.

UK website that hides that fact that they are based in France which may be the root fo the delivery problems

This company is superb. My previous review was for a different company with similar name. I have now placed my order with This company. Sorry guys.

Despite me measuring the glass correctly, the wrong size glass was sent. They then tried to say that the 5mm that it was too big by was within their manufacturing tolerance!! Still trying to get a refund, from November last year, and have now put it in the hands of the credit card company.
The company are based in France, which is not obvious from the UK website. If I had known that, I would have ordered from a UK supplier in the first place.

Advertised as Fireplace Glass Canada, they are not based in Quebec. After purchase their website was gone! Email bounce. Now today, site is back up and running. TOTAL SCAM!!!!!!!!!!!!!!

Paid extra £5 for express delivery and the order took 2 weeks to arrive. The only available contact details are an online form - no telephone number. Turns out the company is in France which isn't a problem except the website is UK. This should be made clear. The glass was well packed and arrived in one piece.

The Good - the glass was well packaged and arrived intact.
The Bad - Didnt know I was ordering from France, company well disguised with UK in brackets.
Paid extra £5 for fast delivery but it still took 5 or 6 days to arrive since it was coming from France.
Paid extra for self cleaning glass, if anything it gets dirty quicker that the normal glass it replaced. There was a sticker on the glass saying 'outside home' no idea what that meant, did it mean that was the outside side of the glass and the other side had the coating? Unclear to me and I ended trying the glass both ways round but both sides got dirty the same.
Would not buy again from this company.

This company is as underhand as they come. My experience is the same as all the other reviews, but here it is for the record. First, they're a French company (Vitreflam) giving the impression that they're a UK one through their .co.uk domain name. Nothing wrong with that in principle, except they tell you a price in GB Pounds but actually charge you in Euros, which funnily enough happens to be considerably more in their favour. Next, they specifically tell you to check the glass before accepting delivery (and if you don't, they'll wash their hands of their responsibility for the packaging and delivery that they use) but they then use a courier service that doesn't allow you to check the package before signing for it. (I fully appreciate that glass is fragile, but that doesn't mean that legally they can dump the risk on you). Next, they insist on charging extra to attempt re-delivery, despite the courier company emphatically telling me that they would not charge the seller for the first delivery due to the previous 'misunderstanding'. Finally, they then completely ignore any attempt to resolve the problem - they have your money and the glass, so hey why should they do anything more?! Fortunately, my bank took up the issue and I've now received a full refund - my huge thanks to Santander. If you don't see these reviews beforehand and instead fall into the trap of using this company, I'd suggest escalating with your bank might also work for you - because trying to reason with fireplacestoveglass probably won't get you anywhere.

This company does not answer emails and does not provide tracking numbers, you pay for express delivery which should be 24hrs but don't get it. I am still waiting 48hrs after placing order and 6 unanswered emails. I wish I had read the reviews first.
I will be visiting the French address as soon as I return to france to sort this mess out. How can anyone manage such a sham website. Very disappointed.
Update...
Now it's Monday after ordering on Wednesday evening and paying express delivery charge.
No glass
No answer to numerous subsequent emails
Non existant customer services
No phone number to contact
The only thing I know for definite is that I'm down Nearly £50

If you want a good quality product and some form of customer service avoid this company. They sent me a piece of stove glass that was clearly damaged in manufacturing and wouldn't answer any emails from either myself or paypal as to how they would correct the situation. The end result was me paying another £13 to send the glass back to them, a company who are based in France to receive the original £48 back from paypal that had been paid for the glass in the first place.

This company may be one of the cheapest but they are dire. They take your money via PayPal at a different price to that quoted - use excuses as to why they cannot send glass efficiently and when it eventually arrives, as it did, damaged, are completely disinterested to resolve the issue, though they have the audacity to offer a half price replacement. Do not buy off them unless you want hassle and like losing money - you have been warned.