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Awesome Service from Fire Mountain!

I bought their largest BBQ. Some of the parts were damaged but they arganised a replacement shipment real quick. The BBQ works an absolute charm!!.

Our charcoal tray on our fire mountain bbq has disintegrated. We've had it for about 6-8 years and have kept it inside when not in use. Told today that they don't have the parts and that is it. End of customer service. We spent over £100 on this bbq and bought it believing that it would last us many many years. Don't buy from them and if you do, remember to buy spare parts. Absolute rip off.

Ordered a coffee machine from Vitinni as a birthday present for my partner. I got sent a blender instead, discovered when it was unwrapped. The process of trying to get the coffee machine I'd originally paid for has been impossible: the company have refused to send the coffee machine or a refund until they have collected the blender they mistakenly sent us (that costs less than the machine I ordered). We managed to get a collection date for last Friday, with Vitinni refusing to specify any time beyond 8am-6pm. Took the day off work only for the courier to not show up or make any contact. Vitinni still refusing a refund without collecting the blender, so now I'm trying to organise a second day off work in the hopes of getting this blender collected and my money back in some way. Complete waste of time and I wish I'd never ordered from this company.

Don't order from this company ordered bbq,cover and regulator says on website order will be here between tuesday-thursday,cover and regulator was only delivered and now they have said bbq has been dispatched but FedEx says only label has been created no bbq has been collected, absolutely raging this was for my boys party at weekend now gony have wasted food and god knows when a will get refunded shocking service

The charcoal holder, which is an integral part of the portable barbecue I purchased has literally disintegrated. This is not accidental damage but purely due to the quality of the material.

Without this part, the barbecue cannot be used.

I contacted Fire mountain to enquire about a replacement. Received response;
“I'm very sorry but unfortunately we have no spares.
I do apologise.”.

No further help was provided such as whether spares can be obtained, how long this will take etc. Other manufacturers sell replacement charcoal holders for similar portable barbecues, but not Fire Mountain.

I will now need to purchase a new barbecue but not from Fire Mountain.

Customer service leaves a lot to be desired!
I purchased an OUTDOOR patio heater 8 months ago, which has been stored outdoors under cover and not exposed to the elements.
It has rusted already, despite me spending an extra £40 on a cover which was not supplied.
I emailed HD, and their response was "it's only cosmetic and therefore not covered by the 12 month warranty, which only covers manufacturing faults."
As far as I am concerned, had this been "powder coated" sufficiently to protect it from any moisture, then it would not have rusted, and this is therefore, a manufacturing fault.
I then received a further, very patronising email which read like a children's chemistry lesson, explaining the origins of "rust", and the theory that "moisture rises", and telling me to store it indoors!

The T&C's on the website state the following regarding warranties:
Our products are guaranteed against manufacturing defects for a year, if you have a problem with your product within this warranty period please contact our customer services team. Our guarantee does not cover the product where the fault is due to misuse, abuse, neglect, use in contravention of the instructions, or where the product has been the subject of unauthorised modifications or alterations, or has been the subject of commercial use. Your statutory rights remain unaffected, in particular any rights you have under the Consumer Rights Act 2015.

The T&C's of the Consumer Rights Act 2015 state that an item must be:

Fit for purpose: The goods should be fit for the purpose they are supplied for, as well as any specific purpose you made known to the retailer before you agreed to buy the goods.

As described: The goods supplied must match any description given to you, or any models or samples shown to you at the time of purchase.

Satisfactory quality: Goods shouldn't be faulty or damaged when you receive them. You should ask what a reasonable person would consider satisfactory for the goods in question. For example, bargain-bucket products won’t be held to as high standards as luxury goods.

One aspect of a product being of satisfactory quality is durability, in other words how long it lasts.
8 months is not an acceptable length of time for an outdoor item to rust, and to be advised to bring it indoors is ludicrous.

I am, therefore, liaising with Trading Standards and will be in touch.

The item was well packaged, arrived quickly and was well received by the recipient.

Great products, at a great price!

Website easy product as described very pleased

I ordered a garden swing seat, the cushions and cover arrived promptly but the swing frame failed to arrive. It was only after several emails to the company office that it eventually arrived approximately a couple of weeks later.Apparently it had been returned your warehouse. The frame is extremely heavy so I was surprised that it arrived in a delivery van not suitable for heavy loads. It really required a two person van.

Great service, they did everything they said they would do, and delivery came when they said also.

Great service and great product

Good website, great price and free delivery. Order received within 3 days and I was kept informed by fedex of delivery timing. Great service.

Good customer service

Great BBQ great price, would be even better if griddle plate was included . Had to buy separate from well know global website. Helpful if links to compatible rotisserie are made available on website. Had to wing it(excuse the pun).

Really well made Stainless Steel BBQ, best packaging of a product I have ever seen.Great for Cooking as well.

You will need time and space to unpack and assemble this big BBQ, it's NOT super easy to do and needs a Big Space and reading and assembly time.

BUT the end result is well worth it, great quality, super smooth and quiet burners.

Double insulated Hood means it also acts like an Oven, very very efficient, we will soon try the Rotisserie out on it.

Cast Iron grill plates and the solid plate are great to cook on as well.

Instructions are a bit vague, and basically twist Gas Knob’s to spark and light and then release, and you cooking on Gas, as they say.

Recommended product

The vitinni Blender was introduced to me by my Auntie, and this is the third time I ordered it as a gifts. The blender is powerful and works like commercial blending machine used in Africa. Tested and trusted. It’s worth the money. Well done , Vitinni brand.

Very prompt and helpful service
Well done