Countrylife Stoves Ltd

I went in not knowing what I needed to buy to mend my antique fireplace but as it turned out I only needed to spend a few pounds and I had lots of helpful advice. Customer parking round the back too!

This company has very poor customer service when things go wrong. I ordered and paid for a woodburning stove and made arrangements for fitting, including taking time off work. I was then told that my stove had accidentally been given away to another customer. I had to fix another date for fitting and wait for another stove to be supplied. No attempt was made to compensate us for the inconvenience and delay caused and when I contacted the company they were more concerned with how much money they had lost by giving someone else my more expensive stove than us, the customers they’d let down, but said they would discuss compensation and get back to me. When the replacement wood burner was eventually delivered, it didn’t fit. I phoned the company and rather than apologising I was told ‘we just go by what the manufacturers tell us’ . I heard nothing about compensation and after a long and frustrating call where I was challenged about whether I had taken time off and told I was not reasonable for expecting them to make recompense, I was offered some wood, which I was told I would have to go and collect, a 30 mile round trip. I have rarely experienced such poor customer service from a company.

Purchased my Charnwood stove from Countrylife in 2015 . Recently needed to replace the seals in the door they could not be more helpful. Recommend for service and spares.

As promised, I have removed my previous review. I had to agree to this in order to receive a refund. For context, I ordered a £1500 stove. Used the recommended fitter. Fitter arrives and says this bit doesn’t fit and you don’t need it anyway. Rang Countrylife and they say no worries, bring it back (£300 air thing). Take it in and the store owner says as you’ve changed your mind I can give you £225. I say I haven’t changed my mind, the fitter says I don’t need it and it doesn’t fit! I’m then accused of trying to bully the shop owner into a refund because I refuse to say that I changed my mind or agree that a refund minus £75 is a ‘good deal’! Shop owner says I have no right to be dissatisfied. So I call the Citizens Advice Bureau, Trading Standards and Building Control. All agree that the fully qualified stove fitter is right and that the shop is incorrect. Helpful CAB advise I’m due a full refund. Returned to shop. Told I can have a full refund if I remove my (completely honest and accurate) review. I agree. Then I’m told ‘it’s very difficult telling customers they’re wrong’, surrounded by a few barbed comments about kitchen extractors and being told to ‘keep my word’ regarding the review. Done and refund received. Shame the customer service and technical advice was terrible, rude and incorrect.

We bought our wood burner and aprons from here. We had previously visited two other places, and found the staff here friendly and knowledgeable in providing us with the information we needed to make a decision. Would definitely recommend to our friends.

Super shop have plenty to spend a lot of money onWill return , good service

Very helpful staff good range of stoves great aftercare

Excellent customer service. Had the required part in stock and helped me to save money by showing me how to fit it myself. Very knowledgeable and experienced about the products purchased. Would definitely recommend and return. Well done ✅

Friendly and very helpful staff though only one person allowed in at a time and you can't browse or walk around the store. Large stock of items for your fireplace and home stoves. They also supply kindle and fuel such as wood logs. Would have loved to walk around the store but will have to wait until the covid restrictions have been lifted.

Website is terrible. Customers should be able to see what you have for sale and get a price. I doubt they really want to read paragraphs about bougie you are. You sell fireplaces and garden furniture....