Isle Royal replacement glass

by Mrs. Nulton
(Stoystown , PA)

We have ordered your product on 2/15/19 and within two weeks this glass broke after contacting Stove 4 Less the stated maybe we tightened it to tight so we ordered another glass in April and installed with much care and broke within 24 hours. When reaching out to Stove 4 Less they reached out to you as there supplier and was told there is no warranty due to installation varies and could cause issues, so no refund or replacement. If this was an issue why is there no directions included in the delivery of this part? Especially since it is directly shipped from your company?

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Apr 24, 2019
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Thank you for the call
by: mike

Just spoke to you on the phone, and was happy to get the issues resolved. I also forward this information on to The Stove Center so they are aware of the issue on their end- but its up to them to make the necessary changes.
Mike

Apr 24, 2019
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Wholesale vs Retail
by: Michael

The symptoms that you are describing are from improper installation. You had purchased the glass from a 3rd party retailer. Sorry but the issue of how they handle their customers is on them.

We have wholesale and retail customers. Our retail customers receive the care and instructions that you may have been looking for. Or wholesale customer do not because the retail sellers prefer to handle the customer service themselves. (most want it to appear that the glass comes from them for repeat business interest.)

If you would have ordered the part from us - www.woodstove-fireplaceglass.com we would have given you the 2nd glass at 1/2 price. as per our policy, and explained the proper installation procedure.
I would still help you out if you will contact us directly.

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WoodStove-FireplaceGlass.com is located at 600 Jersey St, Quincy IL. 62301 · Contact us at info@woodstove-fireplaceglass.com or by calling (217)242-2524 · Specializing in custom pieces of PyroCeram® Ceramic Glass. Copyright ©2019 Woodstove-fireplaceglass.com. All rights reserved