Vale Mill (Rochdale) Ltd - Rochdale

PeteG H.

Purchased a RoTaLift 60m, 4 arm Rotary Airer £99.00 and the cord broke under a year - a lady in customer services we will call P..ge advised "I'm sorry the warranty does cover for accidental damage of zips and fabric outside 30 days." so basically a design flaw in my eyes and a go away from Minky - be warned no warranty for their products it seems to me.

Clive P.

Why do Minky sell ironing board covers when they do not even fit the standard and recommended sizes?

Purchased an ironing board cover for a standard ironing board, only to find that despite the cover actually being slightly smaller than the board, it still did NOT fit. It was all crumpled and loose at the edges, and made ironing a very dissatisfying and slow process.

This would have been frustrating enough had it not been for Minky's customer services being absolute rubbish. The personnel manning Minky's customer services are as useless and ill-fitted as their ironing board covers. In particular I wish to highlight a Natalie there who was not only rude and uncaring, but dismally unqualified for her position. Absolute disgrace.

I will now avoid Minky in the future. In summary Minky should be rebranded as MANKY, such are their manky products and manky customer service employees.

Billy

Purchase through their website never arrived after 10 days waiting, so contacted customer services who offered to send a replacement. I asked when the original item was dispatched and for the delivery tracking information, they then confessed it had never been dispatched. How cam they 'replace' something they never sent in the first place? Whilst I'm genuinely disappointed by the poor service, I'm even more furious about being lied to by them suggesting a replacement as if the item had been lost when it was never sent!

Adam W.

Slow dispatch of items, which extended to a damaged box upon arrival.
The box was missing vital parts, as the one end was shredded due to being dragged around by the courier.
When contacting the company, I was met with poor service, excuses and repeated questions about the same thing. All seemed like a stalling tactic.
They're quoting 5 days to respond to e-mails ! Far too slow.
The customer services number never connects, and you are stuck on hold forever.
All in all, a totally rubbish service. The only thing they did right was to issue a refund.
Definitely a company to avoid.

Clive F.

I was initially impressed with the Fire Mountain website and the speed of response, especially since my BBQ arrived quickly during lockdown. I did have delivery issues with the courier, but I can live with the odd hiccup.

When I opened the BBQ and as I unpacked the components, there was a small metal chunk which after some checking, was identified as being the corner of one of the grill.

I contacted Fire Mountain and there customer service messaging was positive and that the Parts Team would send out a replacement grill. From then on the messaging has been at times friendly and courteous, but After 4 weeks of chasing, I’m now no longer receiving replies. I have had no choice but to use the original grill which - no surprise - is going rusty where it’s broken.

Companies like Vale Mill (trading as Fire Mountain for this range) are so so short sighted. I had initially been raving about the build quality and cooking aspects of the BBQ and a friend asked for the supplier details. I gave the model and supplier. He has now bought his nice new BBQ, but a different one ... I managed to get to him in time with my words of caution.

Fire Mountain (Vale Mill), please take your customers seriously and do the right thing by them. They’ll then do the right thing by you!

Marlene T.

I bought 2 sunlounger cushions from them under the Alfresia banner. They arrived within 2 days and were well packed. The quality of the items was very good. However I have an issue with the colour/description and wanted to discuss this. i called them within minutes, unable to speak to them as their mailbox was full ! In spite of calling several times and emailing twice over the last 2 day and having assurance from a Vale Mill employee called Hannah that she would pass on my details to Kerry and ask her to contact me, I haven't had a response from anyone. I am extremely disappointed and upset the customer service is letting this company down. I was prepared to ask for an exchange now I feel like I want a refund, which is a great pity. If Alfresia/Vale Mill staff actually read this post, I would urge you to contact me at your earliest convenience to resolve this and I would then be happy to write a very positive review.. Meanwhile I would advise potential customers to bear in mind what's happened to me.

John C.

Recently purchased 4 cushion and back covers for my Conservatory chairs and couch. These were ordered via Amazon.

They arrived timeously and we are extremely pleased with them.

However, we also have a stool in the set, and was told at the start that this company do not make covers for stools.

Having received the above, I decided to contact the Company, in the hope that, having received my order, they would send me sufficient material to cover the stool cushion, which I would have made up locally.

However, the lady in the office flatly refused to send me sufficient material, to allow me to have a cover made. The stool cushion measures 57x45x11. Not very big. And I was happy to pay for the material and the P & P. However despite my pleas she still flatly refused.

So. If you have Conservatory furniture , including a stool, do not use this company, as I now have 2 chairs and a 2 seater couch looking lovely, with a stool looking extreme odd.

Be warned.

Kevin M.

BEWARE !!!! What a shambles company ....also known as fire mountain bbq's...I received a gas pipe but no bbq ,could not contact customer service as I was told we reply after 24/48hrs (What)..When bbq arrived it was damaged ...contacted customer service at 10.37am by email with pictures .no reply by 14.28pm so phoned and left voice mail ...no phone call back by 4.20pm so phoned again ..Got through and was told by natasha that they are busy with information requests ,I had to remind her that customers with missing and damaged goods surely priority..long story short replacements are now sent on a 24hr service ( happy days ) unfortunately they have put it on a 48hr by mistake ....I have sent an email request for explanation...not holding breath ...If you want to buy firemountain bbq at all costs go thru Amazon...They know how customer service works ....Hold your heads in shame vale mill customer service !