Windkat Cowls Ltd

I’m so surprised by the poor communication when the product is reportedly so good. It’s simply not acceptable. After placing an order they just haven’t responded to any emails, the Windkat still hasn’t arrived and they haven’t given a tracking number, nor are they answering their phones. I made it very clear when I placed the order that delivery before Christmas was essential. They assured me it had been shipped promptly, but without a tracking number I can’t verify this. I now have to pay the scaffolding company for another month of hire because of this - highly disappointing. I appreciate Christmas is a busy time of year and Windkat were in the process of moving warehouses, but you can’t take someone’s money assuring them the delivery would arrive before Christmas and then leave them hanging when it hasn’t arrived. If a product is good but the customer service is not, the whole proposition is undermined.

We purchased a Windkat Cowl direct from WindKat. They initially offered good advice asking for pictures of the chimney & distances from stove etc. Our stove suffers from poor draw (we think). Phil at Windkat suggested as a first step we purchase a slot in Cowl and if it didn't solve the issue we can order a 500mm extension. We order Cowl & Phil was really good in respect of delivery as it was delayed. A few weeks after trying the Cowl we decided to add the extension. I contact Phil via their website chat but received no response. I then emailed Phil directly twice & received no response. My partner contacted them via the webchat (as a new customer) & got instant response from Phil and provided pictures & distance of flue etc. After back & forth email communication & then advising our initial order (for Cowl) we then never heard another word from them. It seems they have our money but are not interested in offering any support for an extension which they say be ordered (via direct communication with them). So unfortunately i have to rate them as Poor & would recommend avoiding. The cowl hasn't really improved our draw & i don't see how it is industry leading tbh. The cowl is very well made however. I have since altered the way i utilise wood which has reduced smoke into our room however this isnt a result of the Windkat Cowl.