Glowing Embers レビュー 

Glowing Embers からの回答

2025年12月10日

Great, thank you so much for taking the time to leave a review, it is greatly appreciated.

Glowing Embers からの回答

2025年12月10日

Very sorry for the delay with the delivery of your order and the obvious frustration and lack of confidence that this has caused.

We are experiencing delays with all couriers at present after in the build up and wake of Black Friday. I can see that you placed your order on 26th November on a 5 working day Royal Mail service, this was dispatched on 27th by us. On 3rd December we received confirmation that Royal Mail had lost your original order and we dispatched a replacement which was received on 8th December.

This is three working days over the original expected date and I do understand that with the confusion of a lost parcel in the middle of the process that this caused you to loose confidence in us.

I would like to reassure you that we do take the responsibility to our clients seriously and do everything we can to ensure that when issues like this occur that we resolve them as best we can. I do hope that now you have successfully received the order that the part is working well and will last you for many years to come.

Glowing Embers からの回答

2025年11月25日

Thank you so much for taking the time to leave a review. It is so lovely to hear that you have been really happy with our service twice now. I will share this with the team.

Glowing Embers からの回答

2025年11月25日

Thank you for taking the time to review. I would like to reassure you that all our parts are genuine and as advertised, if you do have any concearns, please do reach out to our team and we would happy to set your mind at rest and answer any questions you have.

Glowing Embers からの回答

2025年11月25日 に更新

So sorry to hear that you have such a negative opinion of our company and for any confusion you have over this product.

First, I can understand your confusion regarding Helix and Mi Flues liner, I would like to take this opportunity to explain. We were the manufacturer of Helix flue liner but we recently sold the machine and manufacturing process to Mi Flues, who now manufacture Helix under liscence.

I Iunderstand that sometimes liner has left their facility with Mi flex branding rather than Helix but would like to reassure you that the product is identical in every aspect, made on the same machine to the exact same specifications.

Mi Flues are on of the largest suppliers of flue liner in the UK and the flue liner made for the Helix brand is fully tested, compliant and surpasses all the latest UK regulations. This is a heavily regulated process with regular inspections from BSI to ensure compliance, so please do be assured that your product is of the highest quality and manufactured to the highest standards available. Your flue liner is fully CE approved and tested to the following specifications: BS EN 1856-2 T200 P2 W Vm L70011 O and is fully traceable.

Your flue liner is also backed by a lifetime warranty and fully compliant for building regulations. I do understand that the unexpected label some confusion and loss of trust but I hope this provides some reassurance. If you do need any more help, either with specifications for your liner, details of the liners certifications, registering warranties, installation or general advice, then please do get in touch with our team who would be happy to help.

Glowing Embers からの回答

2025年11月25日

Sorry to hear of your disappointment. I know this can be confusing but for twin wall flue pipe the outer diameter is always 2 inches greater than the inner, as the inner pipe has 1 inch of insulation all the way round, effectively adding 1 inch either side of the pipe, making a 6 inch clip, that goes around the external of a pipe, 8 inches for instance.

We are stuck between a rock and a hard place with this issue as, we have to advertise the pipe as the internal diameter because this is the diameter of stove outlet or stove pipe that it fits to and therefore if the pipe is advertised as 6 inch pipe, the accessories like locking bands have to be advertised to fir the 6 inch pipe, even though their diameter measures 8 inches. I wish there was a better way of doing this but either way causes confusion.

We do try to make this as clear as possible and every listing has an explanation of this on but I know this can be missed and that it is confusing until you see the system and understand the connections fully.

Either way, this does happen and we always swap the item for customers. I am so sorry if you didn't get through to us though, we are a small team and do get very busy. We always respond to messages and emails though even if we can't get to the phone.