Kachelpand Ouderling

Great staff, extremely friendly and helpful!

The glow plug of our pellet stove was defective. Asked via app which one I should have, I was advised to use a ceramic one instead of the original steel spark plug. Ordered immediately and delivered two days later. It just turned out to be shorter, so I panicked. Consulted the Kachelpand website and the explanation was there. Shorter is not a problem and the spark plug functions better. Class service and good help.

Waited a week for delivery, did not receive a tracking number for the shipment nor did I receive the ordered and paid product. I had now sent 2 emails to the email address of the order confirmation, but no response was received. Because I paid via Paypal, I claimed the full payment amount and received it back. Afterwards the seller contacted me by phone and said that I should have sent my emails to the secondary email address to get them answered. Moreover, he acknowledged that the product should have been sent. Advice for potential buyers: pay through buyer protection (e.g. Paypal).

Fast delivery and the fireplace is a fairly simple kit. Everything fits together very nicely. After installation it turned out that the top had a production error, after reporting this I received a new top from the factory more than a week later, great!

Waited months for stove windows 30 x 55 mm and stove fever but never received them. They did not order the windows in mm but in cm which is not correct. They send a payment link of over €80 while the windows elsewhere cost a maximum of €17 for 12 pieces! They wanted me to pay for their own mistake 😖!! NEVER HEARD FROM THEM AGAIN, NO MONEY BACK. Very difficult to get in touch with this company at all. It is no longer about the money for me, but the way they treat customers. I ADVISE EVERYONE AGAINST ORDER STOVE WINDOWS HERE. Rather pay a bit more but still SERVICE. Take an example from USEDWOODKACHEL.NL. Ordered and delivered within 3 days for €23 (12 squares 55x30 MM and 2 meters of stove cord) I wish everyone warm holidays