Flexifluedirect Reviews 74

Awful service they dont send your goods when you pay for next day delivery then dont answer the phone have lots of different contact numbers but all same avoid this terrible service they only answer if you want to buy things and will refuse to help

Ordered twice from this company, quite strange to see negative reviews ? Both my orderes were well packed and delivered in time.
Had to email with a tech question and this was answered really quick..
I personally cannot fault the service or cost.

I bought a 6" long nose flue adaptor from flexiflue direct. There was a gap between the inside liner from the inner top collar. My HETAS engineer said he couldn't use it, as it would fail. I contacted the company, and sent it back, under, 'not fit for purpose'. Not only did they not return my initial postage cost of £8.99 it also cost me £6.29 to return it.
Avoid this company like the plague.

The flue arrived damaged and with missing parts. I sent photos as requested, and they confirmed I would receive a refund. Later, they asked me to return the item, which I did. Now they have the item, and I have no refund.

Update
I got a refund after a month and constant bombarding their phone, email & Facebook page. The service over all was poor and I won’t use them again. My experience matches that as mentioned in these reviews.

not good damaged products and failure to replace them just order form a local company where oytu can see the products.

I wish I had read the reviews before buying from here.
I ordered over £450 work of equipment from FlexiFlue, however I had ordered a twinwall incorrectly. Without removing the flue pipe out of the packaging, I returned at a cost.
I then received an email from Flexiflue refusing the refund as the item was 'damaged', despite the pipe not being taken out of the box.
After reading the reviews on here, this seems to be a common issue and they are seemingly mistreating customers.
This needs to be escalated and companies like this need to be held accountable.

AVOID AT ALL COSTS

Extremely poor customer service.

Items delivered were damaged (10m flexi liner) and numerous items missing. The box packaging was genuinely awful to the point it just spilled out of the delivery van.

Held hostage until flexi flue direct collected damaged item before they would send missing parts or replacements resulting in missing installation window.

Office Manager Michael has zero autonomy and cites a procedure not able to be issued to customers. The Managing Director is unable to be spoken to or emailed (presume he doesn't care or receives so many complaints they cannot cope).

The old adage, buy cheap buy twice comes to mind.

Avoid.

I have to admit, I ordered from here on a Sunday afternoon having not read the reviews.
After reading them I started to have quite a few concerns.
But I have to say, I cannot fault these people.
I called them on the Monday morning to ask if they knew roughly when my order would arrive and was told either Tuesday or Wednesday.
On Tuesday afternoon my delivery turned up, perfectly packaged, undamaged and all correct.
I personally can't fault them.
I don't understand the reviews that have given 1 star as I can only say about my experience, but given how I was treated this time I would certainly return to purchase again.
Thankyou everyone who helped at flexi flue

I wish I’d read the reviews before ordering. We have an order paid for amounting to £570 plus and we were advised by a no caller ID, them, after calling them to chase where order is, that she didn’t know and another order for Aberdeenshire was missing too. Very disappointing. Please can you assist this is simply not good enough.

Ordered a good quality ultraflex flue at a inexpensive price on Sunday and early monday morning when their offices opened I got an email confirming it was being dispatched. And 24 hours later on Tuesday it was delivered to my house
in Sunderland ,speedy delivery service ,easy to order on line , and flue packed in a large cardboard box .

Bad, bad service, bad company.
Send the incorrect size item, arrived damaged, don't want to take responsibility for the return.
Completely disregard emails

DON'T BUY FROM HERE. THEREA OTHER BETTER COMPANIES

Very poor company. The led slate was in rough condition so sent it back and they said it must of been damaged in courier, tried all ways to not give refund so I lost out over £100 pounds. Got proof of photos but can't see how to add them to this

Really poor customer service
Sold me some twin wall flue and single wall conversion adapter, didn't mention the flue cowl

I was charges £13 for delivery, when the product arrived saw i needed a special cowl which if id have purchased at the same time I would have had free delivery

Ordered the additional item and charged for delivery again.

These people really are the pits, I offered to return an item which didn't fit and was told they would not accept returns as it was a bespoke item, which it wasn't, no mention of it being bespoke on their site

***AVOID ***
I wanted to fit a log burner into my garage had an idea from research what I needed.
I called up explained my job the representative who answered was happy to help told me I needed x y z, Great happy days. Stuff arrived seemed good quality checked order against the receipt all there, again happy days.

Then the person whom was helping me install arrives and let's me no that the flashing I have is for tiled roofs not flat felt roofs, annoying but OK, this is when I ring and get through to Tammy, I explained I rang up was told I needed this it's incorrect can I return and order the correct bit please, I was then told that I need to pay the return postage which annoyed me as wasn't my fault, then also got told I'll need to pay a "restocking fee" of 15% as it was over 14days (16 days) I explained that it wasn't my error so as a gesture of good will can they waive the restock fee or offer me discount on the replacement parts.
No no offer to help or discount just said I have to pay, then got told they only offer advice you need to speak to a professional so it's my fault I was not told this when I called which I explained, Tammy again repeats herself to which I explained again and again and we just went in circles several times as she wasn't listening to what I was saying and like a rude robot wouldn't let me finish and just repeating the same thing. She then told me I need to take responsibility for my mistake which really angered me as it was there fault for miss information so after speaking to one of the most Useless customer service personal I have ever dealt with who had 0 skill I am expected to be out of pocket and happy about it, I returned item no response yet. I will be starting a credit card insurance case for the miss sale of goods from them. It's a shame as I only wanted them to take some responsibility for there miss selling and not charge me a restock fee but there was no help from them.

Let's hope my credit card company get somewhere with them.

UPDATE
So after no hearing anything from anyone at flexi flue direct I emailed chasing up my returns to be told a refund will be with me soon. Terrible communication from this company BUT I was not charged the restock fee. No mention of not been charged this or why or no apology but hey I'll take the win.

We bought an 11 metre liner, pipe, plates cowls etc so a big order and there was a bit of a delay of a couple of weeks but we expected that as we live on the west coast of Scotland and often companies don't deliver to our area. When the package arrived we were missing a couple of parts but a call to the company and they were sent no problem. The staff were so helpful and quick to respond. What was also so great about this company was the cost and that they actually delivered to our postcode. Parts are good quality and easy to install. As some other reviews mentioned, I was worried after reading some of the comments, however we would definitely use them again.

We ordered a flue liner and some other parts. All items received quickly. Unfortunately it wasn't until after the cherry picker and fitter arrived that we discovered the liner damaged from transport. On contacting the company they quickly arranged for collection of the damaged liner and replacement of the flue liner. An unfortunately occurrence but dealt with quickly and efficiently. We were concerned after reading so many negative reviews however our experience has certainly been positive, shame the original was damaged on delivery! Thanks

Poor packaging/ delivery meant the item was delivered in bad condition. Yes, i was able to use the item after spending time straightening it out but this could have been avoided. What was really annoying was the response i received after notifying flue direct of the issue . I was told that it was standard practice to have to do this...

Zero stars for them! Terrible experience. I bought a jumpsuit that does not fit to any person as it is poorly designed, poor material, with no elasticity and no zippers. On my attempts to return the product, they only reply that they are sorry that I didn’t like the product, and say nothing about how to return it and get refund, ignoring my claim. I never saw so bad costumer service like this before.

Ordered flue parts from here. 1m flue length arrived damaged. Had to go and source the whole lot again paying over the odds from a local company.
They only agreed to take back the damaged pipe and not the other pieces that is couldn’t use. Hetas regs mean all parts should be from the same manufacturer hence having to source elsewhere. They know this, they knew they were now useless to me and didn’t give a monkeys how inconvenienced I was by their poor packing of parts.

On another note the part’s actually look poorly made and painted. Shiny too so even if legally possible I couldn’t match up with other flue pieces.

Would NOT recommend. Terrible customer service even though they had cost me in time and money already. Threw them in the bin where they belong!