Melbournes Woodheating Centre

"The man who made the sale was lovely and very helpful but the after sale service was atrocious. Firstly, I wasn't told that the grill I had ordered was not in stock, I was told that by the installer on the day of installation. The installer said to wait a week and if he hadn't delivered it (as he lived just around the corner from my place) to give Melbourne woodheating centre a call. I called them a week later and the woman said the grills were in stock now and I should get mine the following week. I also mentioned that the installer they had putting my heater in had not yet issued me a certificate of compliance even though I had emailed him requesting it, and the woman said she would folIow up on that as well. So, I waited until Thursday of the following week and then called them again to say I had not had the grill delivered nor received the certificate of compliance. Once again a man who answered said he would follow up on that and if I wanted the grill I could go to there and pick it up (like it was my responsibility to do so - it's over an hour to drive there and back - when I was told the installer would deliver my order on the day of installation). I told him I would wait and I waited another week and still neither grill nor certificate arrived. I called them at the end of the following week after deciding I wanted my money refunded and no longer wanted to wait for the grill. The woman started to explain stuff about who was to issue the certificate and I knew how it all worked because I had already been told twice before and I just wanted her to take my account details and to refund my money. I asked if I could email my bank account details and she said no she would take them over the phone. And she started to explain stuff I already knew and because I was not interested in hearing anymore and talked over her to stop her from telling me what I already knew and that all I wanted was to get my refund, she started getting angry and raising her voice. When I told her not to yell at me she hung up. I called back and a man answered asking me once again to give him my details even though I had already provided those details to the woman. He made some mocking comment about which was my first name and which my last. I asked if it would be okay if I just sent an email but he seemed to be enjoying hurting my feelings or something and said he would take them on the phone. I became impatient with him asking me to spell my name again though I continued to spell it and he hung up on me. I called once again and this time a man who was much nicer answered and he had my details already up on the computer from my previous two calls, and I explained my situation for the the sixth time, this time in tears as I had been made to feel so badly, and asked him if it wouldn't be better if I just emailed my bank details for the refund and he said yes that would be a much better idea. I can't believe how rudely I was spoken to and how fobbing of responsibility the two workers who hung up on me were. I'll never shop there again and would suggest not paying anyone any money until what you ordered is delivered. Don't pay the installer either until the certificate of compliance is delivered."

"We have just had a new Heatcharm insert installed. Jessica was fantastic in helping and getting it sorted for us.The installers were great blokes and super helpful. Thanks again."

"Dropped in about five weeks ago and spoke to the salesperson. I was told someone would ring me on the following Tuesday. No call, so I rang them on the Friday. Salesperson was busy and they would call me back. I’m still waiting for the call back. This was a certain sale."

"Great service and advice. Worth going to Lilydale store. Huge range. Good price Further follow up. We installed the Nectre fireplace. Easily heats our 70m2 room with tall ceilings. Installer was on time, very friendly and accommodating."

"Melbournes Woodheating Centre were very easy to deal with - in fact we ordered this wood heater entirely over the phone. Everything was seamless, we picked an installation date and the installer arrived on time and got the job done. We're now thoroughly enjoying our wood heater. Highly recommended!"