The Fireplace Warehouse Reviews

Name: The Fireplace Warehouse
Address: 215/233 Accrington RoadBurnley, 215/233 Accrington RoadBurnley, Burnley
Rating: 4.35

4.4 Rating 282 Reviews

84 %

of reviewers recommend The Fireplace Warehouse

Company Reviews

Metrics

Info

4.4

Based on 282 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 89%
Accurate And Undamaged Orders	Greater than 94%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	4 out of 5

Visit Website

Phone:

01282 832550

Email:

neild@thefireplacewarehouse.co.uk

Location:

215/233 Accrington RoadBurnley,
215/233 Accrington RoadBurnley
Burnley
BB11 5ES

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The Fireplace Warehouse 5 star review on 26th March 2022

Anonymous

AMAZING! The fireplace we had installed last week is just simply beautiful. For many years we thought of having a gas wood burner with a new fireplace installed however we could not face the decision making and the anticipated mess! However, we were so wrong. The Fireplace Warehouse had been recommended to us by the owner of building and plumbing company I use regularly in my job; he had had an excellent experience with them and he is actually in the trade so we were happy to check out his recommendation. I think it speaks volumes when other trades recommend. On arriving at the showroom in Burnley we were guided to the fireplaces and wood burners appropriate for our home's needs and are so grateful to David Haworth who "held our hands", played referee (!) and for informing us of the different alternatives but also advising us of the most practical solutions. Once the survey was carried out some ten days after visiting the showroom, David went through everything again with us. He was so patient with me he deserved a medal! David explained the whole process and what it would involve. We were given the option to arrange some of the preparation work ourselves if we so wished - as I have excellent contacts in the trade through my job we opted to arrange to have the chimney swept, we had the scaffolding erected to allow for the flue liner to be inserted, we had a trench dug around our property from the gas box to the lounge (as we have tiled floors through out we could not go under the floor) and arranged the skip. David would have arranged these preparation works if we needed him to and for some that could be a very good option. We were advised by David the process would take two days for the installation and we should pay the installer direct. Installation Day arrived - I cannot thank Steve Dewhurst and his assistant, Micky enough. They were brilliant. Turned up at the appointed time, laid out coverings on my floors to protect them, such clean, efficient workers. They kept the mess to an absolute minimum which lets face it soot and bricks and crap are not the cleanest of materials yet they made it look effortless. They worked so hard - two long days but got it done. They managed to lay the gas pipe so it was discreet and well hidden so aesthetically you would not notice it, but within the safety guidelines. I am attaching some photos to show the height they had to climb up the scaffolding just to drop the flue liner down and did it with no complaints. They were truly amazing and I now have the fireplace of my dreams with the most beautiful wood burner, mood lighting behind and gorgeous grey tiles in the background - please see the photos taken day and night! Just got to sort the rest of the room out now - more decisions! THANK YOU DAVID, STEVE AND MICKY - SIMPLY THE BEST. Maria & Paul, Parbold

The Fireplace Warehouse 5 star review on 14th June 2016

Maria Evans

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Purchased a sunvision 8kw stove from your selfs to find after a week of use ( following the manufactures guidlines of breaking in with small fires ), I noticed a hairline crack in the rear fire brick which slowly developed into a large crack. I then noticed that the side firebricks had warped and where bowing out wards, again cracking heavily. I then rang up burnley fireplace warehouse and advised them of my issues. I was told that and I quote "the fire bricks don't just crack YOU must of caused the damage by being too rough throwing logs on when refuelling the stove". Which is a load of cobblers as I reload the fire and take care when doing so. The issue is with below standard firebricks which arnt fit for purpose. The woman whom I spoke with was very abrupt on the phone. Which was upsetting as I paid in full for my stove and I feel that I have been let down by burnley fireplace warehouse. I was then told to ring back with my pruchase order number, which I did stright away where no one answered, I've since rang back on many occasions again with no answer. I even left an answer machine message with my contact details and my issues but again no contact. To be honest I'm fuming, with regards to customer satisfaction it's a discrace, I'm in the process of seeking legal advise and leasing with trading standards . And I won't be stopping there, I'm sure people would like to hear of this so a nice twitter feeds on the cards too.”

Helpful Report

Posted 10 years ago

Hi Andrew, Thanks for your review, we take every review seriously & believe that if we can put right things that don't go to plan, then it will make us a better company. As it is the weekend & the Christmas period next week, I have staff on holiday but I will get this looked in to. Firebricks are classed as a consumable item & the manufacturers do not cover these under warranty & it is quite normal for them to crack. However, as it is such a short space of time since you bought & installed your stove, we will replace the firebricks for you as a gesture of goodwill. Again, due to the Christmas break, the manufacturers do not return until the new year. It will be the 2nd week of January before I can obtain replacements. It is quite safe & is okay to use the stove as usual until the firebricks arrive & the can confirm that the cracking is purely asthetic. It is only when, in time, they crumble & disintegrate that you should not use the stove. In the meantime, please accept my sincere apologies that our after care service did not live up to its usual high standards & we will look in to this to improve things On behalf of The Fireplace Warehouse, I would like to wish you a very Merry Christmas & we will speak to you in the New Year Kind regards - Neil (The Fireplace Warehouse (Burnley))

Posted 10 years ago

“I bought a stove on 18th July paid in full and waited for it to be delivered. At the end of July there was no sign of it so I emailed. I was told it wasn't coming because it had been recalled by the manufacturer. I was told my £599 would be refunded and appear in my bank in a couple of days. 12 days later I am still chasing them for my refund. Despite emails and telephone calls I still have not received my money back from them. I am disappointed to say the least.”

Helpful Report

Posted 11 years ago

Dear Lynne Mahon Thank you for your review and firstly please accept our apologies for the delay in getting the refund to you. I can confirm that the stove selected was recalled by the manufacturer and our frustration was that we were informed after your order had been placed and that no stock was to be forwarded to customers. I would like to thank you for identifying a glitch in our internal system and we have now put in place measures to ensure this does not happen again. Once again we apologise for the delay in dealing with your order. Regards The Fireplace Warehouse Team.

Posted 10 years ago

“After haveing no contact from the company for over 3 weeks I chased up my order and was told it had been dispatched. I heard nothing back got 3 days and rang the company and was told it hadn't been dispatched. The next day I was told that the order had been damaged in transit and they had no more in stock and would refund the money. Poor communication, I don't belive I have been told the truth about what has happened with my order. Very poor service.”

Helpful Report

Posted 11 years ago

Dear Mr Longstaff, With regards to the order that you placed with us on the 26th July 2014 & in response to the review that you left on the 9th August, please accept our sincere apologies for any inconvenience & the failure of our normal high standards. After you contacted us to enquire about the delivery of your fireplace surround, it was traced back by the delivery company & we were advised that it had been badly damaged in transit. Once this was found to be the case, a full refund was immediately offered. Rather than accept this, you requested & selected an alternative surround. This was changed immediately on the system & a new delivery date was advised. It would appear that when you telephoned, the receptionist quite correctly looked on the screen & advised that the surround had not been dispatched yet. This was in fact for the replacement surround & not for the original damaged item. I can only apologise profusely for the unacceptable confusion on our part & can advise that we have confirmed via email, the dispatch date of your replacement surround. Kind Regards The Fireplace Warehouse Team

Posted 11 years ago

“1 month after purchase, I have still not received the item. No correspondent about how long it will take. I phoned 3 weeks ago so I know they are awaiting stock. Payment was taken on the order day surely they should have waited until they despatched the item. I am getting tired of waiting and wished I had ordered from another company.”

Helpful Report

Posted 11 years ago

Dear Dagmar, After reading your review we are firstly extremely sorry that you are less than satisfied with the service you have received and we have looked fully into your order. We posted out the gloves you ordered less than a week after your order,which have clearly gone missing, and obviously we yesterday sent out another pair first class. We take every order seriously and by way of showing this would like to refund the amount you paid in full for the gloves to make up for the delay you have experienced. Assuring you of our attention at all times. Steve Instrell

Posted 11 years ago

“The service I received from your office was very good but the service from your shipping compamy was abismal in as much as they had dropped and severley damaged the Fire and I had to return it and get a refund - NOT a full refund as the £50.00p allowance was inadequate to cover the retun of the fire. I still am looking to purchase a Fire but have lost confidence in yourselves.”

Helpful Report

Posted 11 years ago

The Fireplace Warehouse is rated 4.4 based on 282 reviews