Vuur & Rook

Fast delivery, clear communication.

Fast and good service. Also sharp prices :)

Good service and easy to get in touch with.

Great service

Excellent choice of hardware/rubs/coal.

Second response to Dennis: Unfortunately, you are missing the essence of my complaint. The orders were canceled WITHOUT informing me about it. I did receive an order confirmation, but nothing about a cancellation. That is what I find so rude, as I was under the impression that they were still on their way and that it was just taking longer due to the busy period. But they never arrived, and I had to find out myself that you canceled them instead of you letting me know. Response to Dennis: It is not true that I received a notification about the cancellation. I haven't received anything about it. And why were my orders canceled? If I understand correctly, it was because I placed too many orders too quickly? What is the maximum number of orders allowed with you, and how long do I have to wait before I can order again? I indicated the reason. There was a 4-hour gap between the 5 orders for a reason: I kept thinking of something new I wanted to buy after placing each order. I ordered immediately to prevent it from being sold out by the time I finished my entire order. Very bad experience with Vuur en Rook. Don't let yourself be fooled into thinking that orders are final after payment and cannot be changed, because they can (and without letting you know). The whole story: I took advantage of the Black Friday promotion and placed an order over €100 for free shipping. Unfortunately, I couldn't order everything I wanted: I didn't order immediately but spent some time shopping around to gather a large order for free shipping. However, in the meantime, some items were already sold out. It is what it is; I was too late. My own fault. The following Monday, there was a new promotion: free shipping on everything. Therefore, I started ordering immediately what I still wanted without waiting to gather a larger order. I ordered, among other things, a bag of coal for €31. I ordered it with the €5 discount code for €26. However, it did not arrive. I heard nothing more about it. I just saw in my account that it has been canceled. It is poor that they did not inform me because I had to work with bad supermarket coal since I was counting on having it this weekend. My first thought was that it was probably canceled because I used the €5 discount code multiple times. But the striking thing is that many others did the same without any problems. The tip was everywhere that the code works for every order. No one had issues. A friend even placed exactly the same order for the same coal, and his was not canceled. So it can only have been canceled because I placed so many separate orders. But the reason is clear: it was very busy, and many items were already sold out. They themselves came up with the free shipping promotion. If they regret it afterward, that is really their own fault, and they should not let me be the victim of it. But it is in poor taste to deliver the large order (€100+) and not the smaller orders (including one for €26, which I do not consider very small). And it is especially poor taste that they casually say nothing. It would be a small effort to send an email stating that the order has been canceled, right? So, very poor service. Never again Vuur en Rook for me. Because you cannot rely on them to deliver what they promise, or at least let you know if they cannot/will not. Yes, it was an incredibly good promotion. But I did not come up with that promotion; they did. You cannot honor the promotion for one customer and not for another, and also not inform them, leaving them waiting for almost a week for their coal and ultimately having to settle for supermarket coal this weekend.