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Wood Heat Stoves and Solar, Inc.

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Reviews Wood Heat Stoves and Solar, Inc.

Wood Heat Stoves and Solar, Inc. Reviews (10)

#1: 6/10/2015 Order confirmation update:[redacted]PLEASE NOTE: SPECIAL ORDER "FACTORYONLY" PART(S)-NO RETURNS[redacted]Your order has been received. We will update your account as soon as a ship date has been provided. [redacted] Factory PARTS typically requires a MINIMUM 7-21 BUSINESS DAY LEAD TIME; we have been experiencing longer delays due to peak season and high demand. ALL PARTS SHIP AS SOON AS AVAILABLE via the method chosen upon checkout. Thank you, [redacted] ~WoodHeatStoves.com THE ABOVE is the MINIMUM expectation the SPECIAL order will be filled by the manufacturer.#2: 7/22/2015 Second to last sentence in email from order update staff:"We have an inquiry into IHP as well."Last sentence in same email:"We will update your order with tracking as soon as it is available." #3:We cannot update a consumer when the manufacturer is not providing us any details to tell.   They indicated it was shipping July 24.  [redacted] should not have disclosed this detail because we cannot confirm with the manufacturer that it did indeed ship as usually when they ship they invoice and tracking is PROVIDED then.  This is when we disclose tracking to consumer by updating their order with it.   We have no control over manufacturer's that these non stock parts special order from for old stove models that haven't been sold in years. Again, we will  update your order as soon as we have something to provide.   Every response is from a human being.  Thank you, Wood Heat Stoves & Solar Inc.

[redacted] ordered a [redacted] factory only combustion motor that ONLY [redacted] can provide and [redacted] just notified us today as we subsequently notified [redacted] with the EMAIL below:
From: [redacted] [mailto:[redacted]]
Sent: Thursday, October 30, 2014 12:31 PM
To:...

'[redacted]'
Cc: 'Info'
Subject: Order [redacted] RE: Message from Wood Heat Stoves and Solar, Inc.
Hello!
We just received this extensive update from [redacted] that we have been unaware of until today:
These combustion motors are still back ordered.
We tell you what our manufacturer tell us. Then they shut down and cancelled the entire order. Then we sent motors out to new companies to build from scratch. They finally finished the design a week ago and started building them. We ordered a 150 to build. It will be a few more weeks before we get them. Then we can start sending them out.
The pellet stove is a secondary source of heat and not be used for a primary source for exactly these reasons.  All we can do is wait and I apologize for any inconvenience.
[redacted]
Account Executive 
 
Jamestown is the only source for a replacement combustion motor for your stove.  As soon as they can ship it they will.
Sincerely, [redacted]
Wood Heat Stoves & Solar
[redacted]
###-###-####
###-###-####
[redacted]
Watch our educational videos
You Tube Link to our Blog Also FOLLOW us on FACEBOOK   & TWITTER
WE are also [redacted]

Revdex.com:
Date:11/09/2015 11:08 a.m.I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me to a given degree.When I did check with other distributors about the availability of the part, that was done to see if a part was indeed available due to the miss communications. Please due note the time differences between Pacific time, Mountain time and Central times, to when the conversations started and when they ceased. According to the times and attempts, I was unable to access their website to attempt to gain any information about the recent order, and possible shipping. Within the time period of contacting the other distributors and writing out the complaint to you, an email was sent from Wood Heat Stoves and Solar, Inc, sent on November 4, at 3:28 p.m. Pacific time, with at this time, a Fedex tracking number was being provided...6[redacted], the original shipper had been UPS with a three day shipping(THREE DAY SHIPPING WHICH WE PAID FOR!) Not FedEx ground. We shall see. I hope to be here, when it is delivered. I will contact FedEx about this. We shall see. The time here in Idaho was 4:28 p.m. Date/Time Activity Location11/05/2015 - Thursday11/04/2015 - Wednesday8:42 pm Left FedEx origin facility MADISON, AL7:06 pm Arrived at FedEx location MADISON, AL10:41 am Shipment information sent to FedEx 12:00 am Picked up MADISON, ALShipment FactsHideTracking number [redacted]Reference [redacted]Dimensions 22x10x10 in.Packaging PackageService FedEx GroundWeight 5.8 lbs / 2.63 kgsTotal pieces 1

Good Morning,Yes the issue has been resolved and the company returned all our money. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Number one in this complaint is that I am disabled, and two is that this wood stove is the only heat for the house.On 10/30/2015,10:45 P.M.,MST the *bent glass,order date 10/30/2015 was ordered and paid for. Paid in full by credit card, amount $509.24(payment status was completed)UPS expedited 3-day serviceThere is also a note that parts ship as soon as possible depending on shipping method chosen (3-day select)On 11/02/2015; 10:19 am sent me a status update which is nothing more than a repeat of the previous email "Your order has been received. Some LENNOX/IHP parts may ship sooner than others depending on availability. We will update your order with tracking as soon as it is provided. ALL PARTS SHIP AS SOON AS AVAILABLE via the method chosen upon checkout."I contacted them today,first by calling them as their website was non-functional 11/04/15,12:37 pm to ask when it is in shipping,tracking number,our concern about having paid for a part that is VIP to our heat function with expedited service.They told me to return one of their emails in order to contact them, which I did. I emailed the same concern at 12:50 pm, and received a response at 1:02 pm, that was a highlighted copy of the previous emails.with on exception.Your order has been updated to the following status:New status: Ordered - LX. I got concerned about all the info changes, contacted IHP, and another two distributor(s)Tri-State Distributors, Inc. No part had been ordered through the system, and one would not be available until the middle of November.I was stunned.I sent another email back to Wood Stoves and Solar asking to confirm or deny the information on 11/04/15, 3:24 pm, and no response has been given.Their nasty attitude and behavior has been less that decent, to tell me that their only records are on their dysfunctional website does not make sense. They would not provide tracking number. Willing to take the money paid for part and UPS 3-day, and no VIP part.Desired Settlement: For the Whitfield wood pellet stove that is the only source of heat in our home, needs the glass in the front of the door, this is imperative for any proper function, if any function at all. This order needs to be completed as promised by the order as placed. This order's delivery was a UPS 3-day delivery status.Or the monies returned so that we may deal with a more reputable distributor as advised by IHP. I do have all emails and documentation.

Business

Response:

Order shipped today at 2:28pm, per the terms and conditions agreed to at the time of checkout and in accordance with the Revdex.com. We apologize our website and all order activity has been down all day and this is out of our control but has been restored.Dear [redacted] Your FedEx Tracking ID is [redacted] Click

here to track your package. If the above link does not work, copy the following URL address and paste it

into your Web browser. [redacted] It may take up to 24 hours for the tracking information to appear on the

website.Your order has been updated to the following status: New status: Shipped Please reply to this email if you have any questions. Wood Heat Stoves and Solar, Inc.Copyright

(c) 2015 Zen Cart

Consumer

Response:

Date:11/09/2015 11:08 a.m.I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me to a given degree.When I did check with other distributors about the availability of the part, that was done to see if a part was indeed available due to the miss communications. Please due note the time differences between Pacific time, Mountain time and Central times, to when the conversations started and when they ceased. According to the times and attempts, I was unable to access their website to attempt to gain any information about the recent order, and possible shipping. Within the time period of contacting the other distributors and writing out the complaint to you, an email was sent from Wood Heat Stoves and Solar, Inc, sent on November 4, at 3:28 p.m. Pacific time, with at this time, a Fedex tracking number was being provided...6[redacted], the original shipper had been UPS with a three day shipping(THREE DAY SHIPPING WHICH WE PAID FOR!) Not FedEx ground. We shall see. I hope to be here, when it is delivered. I will contact FedEx about this. We shall see. The time here in Idaho was 4:28 p.m. Date/Time Activity Location11/05/2015 - Thursday11/04/2015 - Wednesday8:42 pm Left FedEx origin facility MADISON, AL7:06 pm Arrived at FedEx location MADISON, AL10:41 am Shipment information sent to FedEx 12:00 am Picked up MADISON, ALShipment FactsHideTracking number [redacted]Reference [redacted]Dimensions 22x10x10 in.Packaging PackageService FedEx GroundWeight 5.8 lbs / 2.63 kgsTotal pieces 1

Review: On 30 Jan 2016 we placed an order with this company for a refractory panel. We received conformation of the order and our credit card was charged the full amount for the item. On 8 Feb 2016 my wife emailed the company trying to get a ship date form them for the item that we ordered. She received an email response on 9 February from customer service stating that the item was ordered from [redacted] and that it would ship "as soon as it was available". I attempted to call this company on the phone number listed on their website which was [redacted] on 11 Feb 2016 to talk to customer service and get a better answer on the estimate ship date. The quality of the answering system at this number was somewhat less than what I would expect from a company and when I followed the instructions of the halting voice to the customer service line I was told by the answering system to "send an email and I would get a response within 3 business days." The whole response to my wife's email and my phone inquiry makes me wonder whether the company is legitimate.Desired Settlement: The entire amount of the purchase refunded.

I am calling my credit card company and putting the amount in dispute.

Business

Response:

Order was canceled 2/10/2016 with the manufacturer of the part and refunded 2/11/2016.

Consumer

Response:

Good Morning,

Review: I have been waiting over 2 months for an order placed with them.payment was made and received 9/12/14 what little customer service I get,is after sending emails since they don't answer phonesDesired Settlement: either my order or my money back

Business

Response:

[redacted] ordered a [redacted] factory only combustion motor that ONLY [redacted] can provide and [redacted] just notified us today as we subsequently notified [redacted] with the EMAIL below:

From: [redacted] [mailto:[redacted]]

Sent: Thursday, October 30, 2014 12:31 PM

To: '[redacted]'

Cc: 'Info'

Subject: Order [redacted] RE: Message from Wood Heat Stoves and Solar, Inc.

Hello!

We just received this extensive update from [redacted] that we have been unaware of until today:

These combustion motors are still back ordered.

We tell you what our manufacturer tell us. Then they shut down and cancelled the entire order. Then we sent motors out to new companies to build from scratch. They finally finished the design a week ago and started building them. We ordered a 150 to build. It will be a few more weeks before we get them. Then we can start sending them out.

The pellet stove is a secondary source of heat and not be used for a primary source for exactly these reasons. All we can do is wait and I apologize for any inconvenience.

Account Executive

Jamestown is the only source for a replacement combustion motor for your stove. As soon as they can ship it they will.

Sincerely, [redacted]

Wood Heat Stoves & Solar

###-###-####

###-###-####

Watch our educational videos

You Tube Link to our Blog Also FOLLOW us on FACEBOOK & TWITTER

WE are also [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Vendor immediately charged credit card without shipment of goods.

Vendor refused to provide tracking information for goods when they finally shipped.

A woodstove part was ordered from this vendor, and the credit card was immediately shipped. When the part failed to be delivered within the stated timeframe, the vendor was called. The vendor did call to state that the part manufacturer was to be contacted to ascertain when the part would be shipped. After three days, the vendor provided an e-mail stating that the order was updated, and that I should refer to their website for details. The details stated only that the part had shipped. Calling the vendor, the call taker was abrupt, and refused to provide shipment information, including tracking number for the shipment. The call taker stated that he was too busy. This vendor's customer service is horrible.Desired Settlement: An apology, and a refund of the applicable shipping charges since they failed to live up to their stated terms.

Business

Response:

Initial Business Response

Contact Name and Title: [redacted] - owner

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@WoodHeatStoves.com

Dear Ms. [redacted] and Revdex.com,

We apologize for any sense that we were not sympathetic or cooperative in fulfilling this order. We strive to help every customer in the most convenient and expeditious fashion but know the limits of our abilities and the suppliers who are the only source for most of the items we offer. After filling thousands of orders over the last 7 years in business we have carefully listed the specific terms of sale on every page of our web site and each customer must actively agree to these terms by clicking a check box before a sale can be completed. I believe that each of the issues that Ms. [redacted] found annoying were addressed there due to our realization that they are unavoidable and customers need to be aware if they are concerned http://woodheatstoves.com/shippinginfo.html

Here are some specific responses to Ms. [redacted] complaint:

1.FYI - All of the terms of purchase are listed at length through a link on the bottom of each page of our web site and the customer must agree to those terms to place any order. Here is that page http://woodheatstoves.com/shippinginfo.html

2.REGARDING CREDIT CARD CHARGE TIMING - Prepayment is necessary for any purchase from us or most vendors as standard business practice.

3.REGARDING SHIPPING TIMING - Ms. [redacted] placed the order on Saturday 11-16-13 and 7 business days later we notified her of the ship date, which is a relatively fast response during the busiest days of the year for the stove industry when manufacturers and dealers are overwhelmed with high seasonal demands. As listed in the terms of the purchase - factory only items may require longer than usual lead times of up to 3 weeks or more for delivery.

4.This was a custom order part that is only available from the manufacturer of their model of stove. This manufacturer, Lennox who owns the Earth Stove brand, which is the brand this part goes to, gives us a ship date but does not supply tracking numbers as specified on the top of the list in our terms and conditions.

* DELIVERY TIMING - Most parts ship within 5 - 10 business days. Products in our warehouse ship within 24 hours. Please note ALL PARTS SHIP AS SOON AS AVAILABLE via the method chosen upon checkout. Some Quadrafire, Lennox, Hearthstone, Breckwell & Envirofire FACTORY ONLY parts are subject to delay. You may email part number(s) to [email protected] to confirm availability ahead of ordering. Glass, doors, and factory only items may require longer than usual lead times of up to 3 weeks or more for delivery. As soon as you place your order you will get confirmation by email and within 1-2 business days you will receive updates regarding tracking and/or shipping timing. Most orders ship via UPS ground but drop shipping warehouses may ship via method of their choice.

5.Ms. [redacted] states "the part failed to be delivered within the stated time frame" - I am not sure what "stated time frame" she is referring to. The terms and conditions specify that orders of this sort could take up to three weeks and the notice of shipment was issued within 7 business days.

6.Regarding her complaint "the call taker was abrupt," As stated before, we certainly apologize for any sense that we are not being sympathetic or cooperative. As you can see, this is a season of high demand for the whole industry with anxious cold customers anxious to rush orders that are bogged down by high seasonal demand and there was really nothing more that we could offer her over the phone at that time.

7.Regarding her request for apology, I hope this thoughtful reply satisfies that concern. As for a refund on shipping charges, she only paid $20.63 for this relatively heavy object to be shipped to her home and it arrived well within the stated time frame so I don't see any reason that we should make any refund for that but in good faith and an effort to settle and concerns I will offer a $10.00 50% shipping refund if she still feels that is called for. If we receive an email requesting this offer we will promptly follow through with that refund.

I hope this settles and explains any and all concerns. We have been in business for over 30 years and my father worked for 33 years for the Revdex.com so I have a great respect for and appreciation of this fine method of handling concerns over business transactions in the most cooperative and least confrontive fashion possible.

Sincerely,

[redacted] - owner

Wood Heat Stoves & Solar

XXX-XXX-XXXX

[redacted]@WoodHeatStoves.com

www.WoodHeatStoves.com

Review: I ordered a part and it has been two months since I ordered it and all I get from them is an e-mail saying it takes 21 days. Can't get a human to talk on the phone. The order is #[redacted]. Please Help! Need this part to keep warm this winterDesired Settlement: Please get part to me as soon as possible. Thank you!

Business

Response:

#1: 6/10/2015 Order confirmation update:[redacted]PLEASE NOTE: SPECIAL ORDER "FACTORYONLY" PART(S)-NO RETURNS[redacted]Your order has been received. We will update your account as soon as a ship date has been provided. [redacted] Factory PARTS typically requires a MINIMUM 7-21 BUSINESS DAY LEAD TIME; we have been experiencing longer delays due to peak season and high demand. ALL PARTS SHIP AS SOON AS AVAILABLE via the method chosen upon checkout. Thank you, [redacted] ~WoodHeatStoves.com THE ABOVE is the MINIMUM expectation the SPECIAL order will be filled by the manufacturer.#2: 7/22/2015 Second to last sentence in email from order update staff:"We have an inquiry into IHP as well."Last sentence in same email:"We will update your order with tracking as soon as it is available." #3:We cannot update a consumer when the manufacturer is not providing us any details to tell. They indicated it was shipping July 24. [redacted] should not have disclosed this detail because we cannot confirm with the manufacturer that it did indeed ship as usually when they ship they invoice and tracking is PROVIDED then. This is when we disclose tracking to consumer by updating their order with it. We have no control over manufacturer's that these non stock parts special order from for old stove models that haven't been sold in years. Again, we will update your order as soon as we have something to provide. Every response is from a human being. Thank you, Wood Heat Stoves & Solar Inc.

Business

Response:

#1: 6/10/2015 Order confirmation update:[redacted]PLEASE NOTE: SPECIAL ORDER "FACTORYONLY" PART(S)-NO RETURNS[redacted]Your order has been received. We will update your account as soon as a ship date has been provided. [redacted] Factory PARTS typically requires a MINIMUM 7-21 BUSINESS DAY LEAD TIME; we have been experiencing longer delays due to peak season and high demand. ALL PARTS SHIP AS SOON AS AVAILABLE via the method chosen upon checkout. Thank you, [redacted] ~WoodHeatStoves.com THE ABOVE is the MINIMUM expectation the SPECIAL order will be filled by the manufacturer.#2: 7/22/2015 Second to last sentence in email from order update staff:"We have an inquiry into IHP as well."Last sentence in same email:"We will update your order with tracking as soon as it is available." #3:We cannot update a consumer when the manufacturer is not providing us any details to tell. They indicated it was shipping July 24. [redacted] should not have disclosed this detail because we cannot confirm with the manufacturer that it did indeed ship as usually when they ship they invoice and tracking is PROVIDED then. This is when we disclose tracking to consumer by updating their order with it. We have no control over manufacturer's that these non stock parts special order from for old stove models that haven't been sold in years. Again, we will update your order as soon as we have something to provide. Every response is from a human being. Thank you, Wood Heat Stoves & Solar Inc.

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Description: Stoves - Wood, Coal, Lasers, Lighting Systems & Equipment, Fireplaces

Address: 12426 N Bloomfield Rd, Nevada City, California, United States, 95959

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