The Fireplace Warehouse Reviews

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

4.4 Rating 280 Reviews

84 %

of reviewers recommend The Fireplace Warehouse

Company Reviews

Metrics

Info

4.4

Based on 280 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 90%
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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I bought a Napoli electric fire on the website in April 2016. The whole sale was so easy & I used the 12 months free finance too. The delivery driver, Tom, was so helpful when he delivered it - I would have no hesitation in using these guys. 5 star service - Thank you”

Helpful Report

Posted 8 years ago

“be aware Do not use this company After care service is terrible save your time and effort go somewhere else my mum bought a fire and fire place nothing but trouble when it got fitted they said seal was broken and they would come out nobody came I rang they knew nothing about it they eventually came did not fit the seal but cleaned the glass they said the coal bed was broken and would re order had to ring them again problems with the order they came fitted new coal bed no seal fitted then they come out again even the engineer did not know why he was there he messed with fire when my mum went to put it on the fire is loose not fitted and unsafe I've which now can not be usedcontacted numerous times asked to speak to a manager twice still waiting they do not ring back when they say they wii customer service shocking the bee all and end all is they will take your order and your money don't expect any after care service if there is any problems how can companies like this still trade How do you sleep at night this is a vulnerable adult you are doing this too”

Helpful Report

Posted 8 years ago

Dear Sir/Madam, Please accept my apologies if you feel that we haven't dealt with this issue in an appropriate manner. It is always our intention that the customer comes first, in fact our good reputation has been built on customer's recommending us to friends and family. I have checked the history of this order and according to our records we have reacted quickly to each complaint. Two different engineers have been out to the fire and rectified the faults that have been highlighted. After speaking to the second engineer I can confirm that the fire is correctly sealed and in no way unsafe. The trim of the fire however may have come loose, this is just a cosmetic part of the fire and doesn't affect the operation in any way. I will be contacting your mother today to arrange for an engineer to come out again on Friday to check the fitting of the trim and to address any other concerns she has whilst he is there. He will also talk her through the correct way of using the fire, hopefully this will prevent any further issues. I hope this allays your concerns but if you wish to speak to me directly then please call me on 01282 832550. Kind regards M. Greenwood Store Manager

Posted 8 years ago

“We love our new Abbey Oak fire surround. It's very well made, excellent quality and really good value for money. It was ordered on line on a Saturday afternoon and was delivered by the following Friday. Very pleased with this purchase.”

Helpful Report

Posted 8 years ago

“Great service & very good products. It was a nice, easy transaction from start to finish”

Helpful Report

Posted 9 years ago

“Quick delivery, great value for money”

Helpful Report

Posted 9 years ago

“I never got any communication regarding the delivery of the item. I was told in an email when I ordered the fireplace that I would be contacted by phone and/or email. Fireplace warehouse just turned up with it and left it in the middle of the room they said it wasn't their problem that I hadn't been pre-contacted but otherwise it was very quick delivery was just lucky that someone was in when they turned up.”

Helpful Report

Posted 9 years ago

Hi Sharon, please accept my apologies that you were not 100% happy with the service. We strive to make sure that our customers get the best service possible all the time. I have looked back on the records & an email confirmation was sent with the delivery date, this may have been picked up by your spam filter as there was an invoice attached for you? As the fireplace was in multiple sections, our delivery drivers put the fireplace in the room that was requested, rather than leave it in the hallway. I hope that this helps to explain? Regards - The Fireplace Warehouse (Online Team)

Posted 8 years ago

“Purchased and paid for a Vittoria electric fire suite on 22d March and am still waiting for it to be delivered!!!!! I rang to enquire where my order was and was told it had been dispatched but no dispatch no !! so fingers crossed I receive it soon.”

Helpful Report

Posted 9 years ago

Hi Mrs Mitchell, Just to confirm that your order has been delivered on Saturday the 16th April as promised. We unfortunately mis-spelled your email address & they came back unanswered. Please accept my apologies for that. I am sure that you will have many years of good service out of your fireplace & it will add the wow! factor for you & your family Regards The Fireplace Warehouse Online team

Posted 9 years ago

“I ordered one of the smoke effect Napoli fireplaces & was overwhelmed by the good service that I received. I received it within a week & the delivery man even put it in the room that I wanted it to go in. Nothing was too much trouble and the 0% online finance was the easiest that I have ever just - 1st rate company”

Helpful Report

Posted 9 years ago

“Please be very careful with this company. After several errors and total incompetence from The Fireplace Warehouse I have lost confidence with them and decided not to go ahead with my purchase of fire and surround. I cancelled the finance and requested my deposit back. Not an unreasonable request in light of the catalogue of mistakes on their part. To keep a long story short they have refused, which is unbelievable, and are even trying to defend themselves. Their attitude is dreadful and customer service skills are non existent - in particular John Hobson who is the area manager. I will fight for my deposit back as a matter of principal as I know I am not in the wrong in any way, I will be going into the showroom in Hazel Grove tomorrow and will remain there until I get my money refunded - something I should not have to do. John Hobson even threatened to get the police. I will look forward to that. They have not delivered a service which was promised and have fallen short in every possible way. Absolutely dreadful company. Beware. Tracey Maudsley”

Helpful Report

Posted 9 years ago

Thank you for leaving your review and please accept my apology that we could not complete your installation on the day. Our installation team found that the constructional hearth, already present in the property, had been constructed using stone flags which were raised proud of the floor by ¾ inch. The installers attempted to remove enough stone to get the hearth flush but were unsuccessful. They could have continued with the installation, as it would have complied to both Gas Safe and building control and other company’s may have fitted the fireplace leaving it 1 inch proud of the floor. However, as a reputable company, rather than doing this, we explained this to you before proceeding and you refused this option. We have also offered to supply at no extra cost a special box section (hollowed out) hearth, that would match the fireplace and fit flush to the floor and could even have been made slightly larger to cover the existing cut out again this was refused by yourself. If we can be of any further help or assistance, then please don’t hesitate to contact us. The Fireplace Warehouse Store team

Posted 9 years ago

“great service and delivery, top quality product. I would recommend this company to anyone. Many thanks”

Helpful Report

Posted 9 years ago

“Ordered replacement coals for gas fire. Delivered on time and as described, very good service, will use them again if looking for other fire parts.”

Helpful Report

Posted 9 years ago

“Put a deposit down on a wood burner after giving dimensions of my room and listening to the advice of the salesman regarding suitable heat output, My local HETAS Engineer came for a site visit and within two minutes worked out the suitable fire output for my property, totally different to these Buffoons!! Ever since have been trying to reclaim MY money after bad advice from these Clowns. Wrong email address, Area Manager (John Hobson) couldn't get off the phone quick enough, and his advice re, stove output was laughable, "they all do that mate". Not a clue. Stay Away.”

Helpful Report

Posted 9 years ago

Hello Mr. Haddington, I have looked in to this & am sorry that you have not been 100% satisfied with the advice & service that you received. The stove that you chose, the Stovax Studio 1 free standing wood burner is rated at a maximum heat output of 5kW and is variable between this & 2.5kW. The HETAS installer that you requested to attend your property & advise you of the installation after you had bought the stove, recommended a heat output of 3 to 4kW. As you can see, the stove that you chose fitted that crieria. Also we note from the customer service records that you wrote the email address down incorrectly, which is the reason that your emails bounced back & Mr. Hobson tried in vain to contact you, leaving many messages. At the time that you state that he couldnt 'get you off the phone' quickly enough, he was actually taking a call from the engineer confirming room sizes & outputs required. As soon as he finished the call he rang you back, as promised, only to find that the call went straight to voicemail & remain unreturned. If you would like to contact us directly, then we would be more than happy to discuss any doubts that you may have Regards - The Fireplace Warehouse Online Team

Posted 9 years ago

“I spent almost £1,600.00p on a fire surround and fire in mid January. I was promised fitting the following Monday so took a days holiday. The fitter and fireplace never turned up. The fireplace was fitted the following Friday. After fitting the Brock fireplace we noticed that the spot lights displayed an orange glow through the marble. We let them know and was promised this would be put right. A fitter came and couldn't repair it. This is now over 5 weeks ago and after many phone calls it is still the same. I have asked on many occasions for them to take out the fireplace and give me my money back. I am still waiting. At no point has a manager called me to explain what is going on.”

Helpful Report

Posted 9 years ago

Dear Mr. Newman, Thank you for your review, please accept our apologies for any inconvenience that you may have felt to have been caused. After we were contacted by our Bolton store manager to advise of the issue that you were having, we immediately contacted the manufacturer to let them know of the problem. They have re-designed & modified the fireplace & have re-located the lighting. This has cured the issue & I believe that the new style of fireplace was installed a week ago, to your satisfaction. The young lady, Nikki, from the Bolton branch that you have been speaking to on many occasions since the issue was first notified, is in fact the Bolton Store Manager and looking at the records, spoke to you several times a week to keep you fully informed of the progress. If we can be of any further help or assistance, then please dont hesitate to contact us Kind regards The Fireplace Warehouse (Online Team)

Posted 9 years ago

“Helpful,friendly,down to earth .Ordered our fireplace which was delivered just when we wanted it.Very helpful afterwards when we just needed a bit of advice.Will recommend without any doubt.”

Helpful Report

Posted 9 years ago

“I got my fire & fireplace within 3 days of placing my order, Extremely fast service & very helpful when my fitter wasnt sure which way a part of the stone went up. I would certainly use them again”

Helpful Report

Posted 9 years ago

“Predrilled hole on the down right hand side was a few mm out so I had to re drill. No problem,good quality”

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Posted 9 years ago

“very helpful and quick with delivery would use you again”

Helpful Report

Posted 9 years ago

“Still waiting to hear anything about my order which hasn't arrived after three weeks. May well be the fault of the manufacturer who is being chased up but staff today. The money has been taken via PayPal and no contact from anyone till I phoned this morning. To add to the confusion, the phone number quoted on the order confirmation is not recognised. Needs to be sorted.”

Helpful Report

Posted 9 years ago

Hi there, your pebble set was dispatched by the manufacturer within 3 working days of your order being placed. I have checked & a confirmation email was sent to the email address supplied, when the order was placed. We were not aware that you had not received your pebble set until you contacted us today, but now that we are aware of it, we have contacted the manufacturer to resolve the issue. These should be with you in the next couple of days. Please accept my apologies for the delay - Regards Neil - The Fireplace Warehouse Online Team

Posted 9 years ago

“Was supposed to get a 3200 fire fitted today they came started to fit it and after knocking hole in my chimney breast they decided it was to windy to go on roof and now I'm left with no fire and wind blowing through the house for another 3 days and when I enquire about compensation was told I'm not getting no discount for my inconvenience even though I've to take another day off work”

Helpful Report

Posted 9 years ago

Hello Mr. Brindle, Thank you for leaving your review & please accept my apology that you were not 100% happy with the initial installation. On the particular day of the fit, the installers were experiencing high winds & heavy rain after the tail end of a storm over the previous couple of days. They performed a risk assessment & it was deemed extremely unsafe to go on to your steep roof on that day. However, they did inform you of this & started the prep work within the room & covered the opening after, so that there would be minimal disruption & fuss for yourselves when they were able to return & fit the flue liner in your chimney system. The installers were able to return three days later once the weather had subsided adequately & they were able to complete the installation to your satisfaction. Whilst I accept that you were not happy on the day, I am sure that you will appreciate that the safety of any installer that may be working on a roof must take priority over anything else. We are able to control a great many things but cannot, unfortunately predict or control the weather. As a large retailer, but not multi national link of store, we feel that it is not appropriate to offer compensation for issues such as this, that are out of our control. At the end of the day, this would only result in higher prices for everyone, which I am sure that you will appreciate, nobody likes to see. I hope that this answers your review & hope that your lovely new fire & fireplace will bring you pleasure for many years to come Kind regards The Fireplace Warehouse Team

Posted 9 years ago

“Having paid nearly £4000 the wind noise down the flue is unacceptable. I contacted The shop someone rang back saying they would look into it that was in June we are now in September after sales 0”

Helpful Report

Posted 9 years ago

Hello Mr Rogan, thank you for your review & bringing the matter to our attention. I have looked back in to the customer service log & note that we have spoken to you on a couple of occasions regarding the noise issue. When a flue liner is fitted in to a chimney system, there are a few occasions during adverse & windy weather conditions, where the wind noise can amplify down the liner. This is a little like blowing over the top of an empty milk bottle. This wont happen a great deal but can happen occasionally. If you would like to call the office on 01282 832 550 then we can see if we can find a solution to the issue for you - Kind regards, The Fireplace Warehouse Online Team

Posted 9 years ago

The Fireplace Warehouse is rated 4.4 based on 280 reviews