I bought a fireplace over the phone having seen the one I wanted on the website, as I live in London I was surprised when they could deliver the following weekend. The delivery came and I was disappointed that nothing was packaged, the delivery driver quickly explained that with the weight of the stone each piece had to be un-boxed and carried in separately and also so that I could check for any damage before they left. My fitters arrived the next week and had some problems with the fitting, but a quick call to the shop and they talked through everything with the fitter and explained that fitting instructions are on the web site. I do not often post reviews but in the case of The Fireplace Warehouse I just felt I had to.