OutdoorHeat.co.uk Avis 

Placed an order for a chiminea for £179.99, where it clearly stated "Free UK mainland delivery on orders over £60".

When I completed the transaction, £15 had been added to the transaction fee for delivery "via Flat rate".

Checking their FAQ page, it says: "Unfortunately we have to charge extra for certain UK delivery zones for large Gardeco products ... Zone 1 – £15.00 (Inc VAT)", without ever saying what "Zone 1" is. Apparently it's ALL of the UK.

Remember, by this time my money had already been taken.

If the product page says "Free UK mainland delivery on orders over £60" that's what you expect for a product that is THREE TIMES that amount.

Only by checking the FAQ page do you find that "Free UK mainland delivery on orders over £60" REALLY means "Free UK mainland delivery except for the UK mainland and everywhere else besides".

This isn't just misleading, it's also an offence to state an offer of free delivery if free delivery is not available under any circumstances.

Do not use this company.

You didn't have the item in stock. I attempted to call on a number of occasions but only reached an answering service. I left a message for you to urgently call me back. You never did. You refunded me without allowing me to have a discussion about another item. Shocking customer services.

The product was good, but customer service was poor. I rang three times was promised a return call but never materialised. Delivery communication was also very poor, no tracking available with no replies to emails. Eventually i found a whatsapp contact on facebook which turned out to be the company director

Outdoor heat were very responsive when there was an issue with the delivery, and we are very happy with our product.

Delivered Chimenea was damaged, contacted within an hr of delivery with photos, no reponse to email, or online contact us form. To phone them, it seems you go though to a 3rd party who dont hold up much hope outdoorheat bothering getting back to you, i asked should i go though the credit card company for a refund, was told "probably" ... In this day and age this isnt on. Id avoid and pick another company, not worth the bother

Update 23/06/23
Horray! We have a replacement, no comms from outdoor heat mind you, but thanks to paypal chasing them for weeks i have an unbroken product we can use! :)

Good experience for me, quick delivery. Had questions I needed answering which got sorted out quickly and professionally.

I recently purchased a Mexican Chimenea from the company, which looks beautiful in my garden. Was initially a little concerned it would not arrive in time for my event, but the customer advisor was super helpful and alleviated all my worries. Great service!!! Would highly recommend. Next purchase will be one of their swanky BBQ grills. Finally able to make my outdoor space comfortable over the winter. Thanks, Outdoor Heat.

I’m still waiting for my order five weeks after placing it and paying out £425. Endless phone calls and no call back.
I cannot recommend this company.

Please avoid at all costs. I contacted them after my Chimenea started to crack after only a few months despite being used in line with instructions as I have with my previous Chimenea. They had to be chased many times with sometimes it taking them weeks to respond despite chases. Their response was nothing could be done to refund or exchange their faulty chimenea despite it being of poor quality.

Having purchased a Sherpa heater inititially it would not ignite so I spoke to Charlie who told me to wiggle a few wires together, I tried this and heater lit but was burning under the pilot jet
I spoke again to Charlie and was told it was nothing to worry about
Having spent quite a lot of money on this heater I was
Somewhat concerned that I should have to try and repair it myself
I contacted heat outdoors and was told Charlie no longer worked for them( what a surprise)
I was put in touch with Martin who couldn’t be more helpful he arranged for the buyer unit to be returned and it was sorted and back to me very quickly.
It is now working perfectly
Thanks to all the helpful people at heat outdoors

I was a bit nervous about ordering from this company as the reviews were so poor but I can only speak as I find. Delivery was within 7 days. The delivery driver was so kind and helpful, he carried the chiminea into the garden and let us look over it for cracks. He took a picture as proof of delivery and gave us the information we needed if anything went wrong. Great experience, good price. Nothing bad to say here.

Awful company who take absolutely no responsibility for damaged goods. I have had to raise a section 75 claim against them to get my money back. Please avoid at all cost

Really disappointed with Outdoorheat services. I've paid and received a chimenea which was damaged, cracked and chipped, sent pictures the next day, and after more than two weeks I'm still waiting for a solution. All I get is just promises that they will get back to me and nothing happens. It was supposed to be a birthday present so I'm really unhappy with their services. Please avoid them, don't waste your money!

If I could give zero stars I would. Avoid at all costs. Paid for two items but never arrived. Had to chase every step of the way and was just lied to every time - “we will chase this and get back to you on Monday” and they didn’t! “it will be with you by Wednesday” and it wasn’t. And finally “our supplier says it was delivered” but it wasn’t!!! Still awaiting refund! Truly awful business to work with. All they needed to say was the item was now out of stock. Did I want a refund, alternative or to wait!!!!!