It is safe to say that since the emergence of Covid in early 2020, we have seen a change in the way in which stove companies and stove retailers are operating. Many stove manufacturers are working with skeleton staff, reduced hours and extended delivery times. We fully appreciate that this can be frustrating for our customers but we are still here to advise, help and guide you.
Ordering stoves
We know that the UK stove market has been growing for some time; we have seen a particular boost during the various lockdowns and restrictions on movement. It seems that many people are looking towards wood-burning, multifuel and even electric stoves as both a heat source and focal point for their homes. Unfortunately, restrictions on manufacturing worldwide, extended import times and ever-growing demand have significantly increased lead times.
Each day, we have customers approaching us about a whole range of different stoves. We are honest and upfront, telling them about any extended lead times. On occasion, we have seen three month lead times for some of the more popular, less available stoves. We understand your disappointment at these lead times, but they are the same for all stove retailers.
Our advice has never wavered; if you want a stove with an extended lead time then the sooner you join the queue the better. We know for a fact that many stove manufacturers are receiving pallets of goods from across the world. Very often, monthly pallet deliveries are sold out before their even land in the UK!
So again, we would advise you that the lead time is the same for all retailers and the sooner you join the queue the better.
Ordering stove spare parts
As the general stove industry continues to grow, this has had an obvious knock-on effect on the spare parts industry. The more stoves out there, the more spare parts required and the greater the demand. The supply of many everyday products, not just stove spare parts, has been stretched and delayed during this pandemic. Businesses have been closed intermittently, working numbers reduced to ensure safety in the workplace and this has obviously had a knock-on effect to the production of stove spare parts.
So, again, if you’re looking for stove spare parts we strongly advise placing your order today to guarantee your place in the queue. A call tomorrow could see you much further down the queue than if you had placed an order yesterday. We are determined to reduce lead times as much as possible. We are constantly in touch with the stove manufacturers, updating lead times, deliveries and stock levels. Rest assured, we may not be able to open our premises to customers as much as we would like, but we are still working frantically behind-the-scenes to fulfil orders.
Store opening
We appreciate that heating is essential, and even in the current environment we are available for meetings by appointment in our showroom. Obviously, the manner in which we are able to interact has changed significantly since the emergence of Covid. Safety is paramount, as well as the need to abide by the current laws, although we do appreciate this can be frustrating from time to time. We look forward to the time when we can welcome customers into the showroom without the current restrictions. That said, the more that all of us abide by the lockdown regulations and social distancing, the sooner we will get through this very challenging period.
Safety is paramount
While our doors are unfortunately closed to the general public, unless by appointment, we have introduced a range of safety measures, right across our business. From the taking of phone calls to the packing of stoves and spare parts, from delivery to receipt of goods, the way in which we operate has changed. Social distancing, adjustments to the working day as well as the number of staff on site, everything is focused on safety.
Like many businesses, we prefer to go above and beyond the basic safety guidelines. This ensures that both employees and customers can still shop with us in the knowledge that we work in an ultra-safe environment.
Online orders
Over the last 12 months we have seen a huge increase in online orders, with particular interest in stove spare parts. For many it is the ability to peruse our website 24/7, check out all of the information provided, and order online, no hassle no delays, which seems to have encouraged this upsurge. We constantly monitor our order intake, with automatic and manual responses keeping you up-to-date with order flow and delivery times.
We are constantly adding more information regarding the new retail environment, new and existing stoves as well as stove spare parts. You will see the latest information on our blog, which offers an array of guidance and assistance. Even though we have seen increasing online sales, we appreciate that many customers prefer to chat directly or online. Rest assured, our telephones and online assistance options are monitored 24/7, allowing us to reply with information and guidance as soon as practical.
Telephone/online assistance
Telephone calls, emails and online assistance, if you have a question you can approach us in a manner which best suits you. We know that many customers prefer to talk through stove purchases, or even confirm they have the correct stove spare part in mind, while others already have the details they require. In recent times we have expanded the ways in which you can contact us, which now incorporates the popular WhatsApp service.
We also have Facebook, Twitter and Instagram, which may have been around for some time, but are still exceptionally popular amongst our clients.
Conclusion
We fully appreciate that we are living in challenging and frustrating times, especially when it comes to retail and the purchase of stoves and stove spare parts. As ever, we prefer to be upfront and frank. If we can deliver a stove or spare parts within a few days, rest assured we will do so. However, if there is a significant lead time (some lead times are currently up to 3 months) we will let you know prior to processing your order.
As we touched on above, we have noted a tendency for customers to double check lead times with other retailers. Unfortunately, at this moment in time we are all in the same boat, and the quicker you place your order, the further up the queue you will be and the quicker you will receive your goods. Please remember, we are constantly battling to reduce lead times, chasing up orders on your behalf and doing our utmost to process and deliver your orders as quickly as possible.
However, if you do have any questions or queries, comments or suggestions, please feel free to telephone, email or use any of the other communication methods we provide.