Review of Thornton Dale stove
Internal welds showing on door external surface, poor customer service
Happy with the stove overall, got a silver one fitted, very contemporary and sleek.
One problem with these stoves, the internal welds on the door for the vent doubler plates and specification plates and glass attachment brackets are visible on the external surface. The welds are too deep through the door material. They would not send me a replacement door while they 'investigated' the obvious quality or process defect and so two weeks on I have no door and cannot burn. Poor customer service IMHO. Sending a temporary replacement would have been no problem and would have totally satisfied me (and allowed me to continue using the product which is my biggest gripe with the poor customer back up.) I wonder what would happen with a defect 5 years down the line..... has not instilled me with confidence regarding the back up. Interestingly their website clearly states that you have no redress with them directly, only with your dealer.... It is the dealer who has the relationship with T & C... Sloping shoulders!!!! That said the stove otherwise is excellent. Clean glass, easy light complete burn out and very sleek.... I would recommend again but with the caveats detailed above and below. If there was a customer service mark it would only be a 1 I'm afraid. Look out for the welds though.. Come on T & C pick up your customer service game a bit so we can be a little more confident, and sort out the welds.Stove expert replied: Your contract is with the dealer who should be sorting this out for you as they have taken your money, this is the law! That said good customer service should be automatic by any manufacturer not the luck of the draw.
- Be the first to comment
- 353 You and 189 others