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

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

“Had a gas stove installed in June which didn't have a living flame, it was just a blue flame After many phone calls ( some calls never returned) and a couple of visits from gas fitters, Adam from the technical department ( who was not aware of our problem till september) came with a gazco technician and changed the stove which had the right result. The four stars is for Adam who resolved the problem within two weeks and was a very good communicater. As for the rest of the staff they need to communicate more between themselves, sometimes getting to talk to them was like pulling teeth.”

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Posted 7 years ago

“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.”

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Posted 8 years ago

“I got a Napoli fireplace with a built in electric fire from a man called Niel at the Burnley shop on Easter Bank Holiday Monday. We had it delivered on Wednesday this week and it is brill. It really looks the part and we had it up & running in ten minutes as Niel said we would. The kids were playing up on Monday - usual Bank Holiday paddy's I'm sorry to say, but he wanst phased at all & spent time with me to make sure that it was the right fireplace. The lady on reception (sorry I didnt catch her name) was lovely, talking to the brats on the way out & even managed to make them both smile The delivery people were really good & put it in my living room, even taking time to make sure that it wasnt in the way for me They were all very professional & a credit to all retailers - Thank you. Jane”

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Posted 8 years ago

“The package has arrived 3 of March. however upon opening the delivery the package, to my disappointment was damaged and a piece that i ordered was split into two pieces. Upon discovering this the delivery man took the package away and asked us to contact you directly via email. Since 3 March I sent 4 emails but I have not receive any answer!!!”

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Posted 8 years ago

Hi there, thank you for your review & please accept our apologies that the delivery company managed to break the hearth. We do have an email trail of 4 conversations confirming the issue & we spoke to a lady (your partner?) four days after the attempted delivery, when it was reported back to us by the delivery company. As soon as the goods were received back, we issued a full refund. Unfortunately, this was something that was beyond our control Kind regards The Fireplace Warehouse (Online) Team

Posted 8 years ago

“went to the fireplace warehouse in Burnley,fantastic showroom to walk around was given great advice and service whilst choosing my fireplace ,extremely happy with the fitters that came highly recommended,so pleased with the result”

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Posted 8 years ago

“Prompt delivery , excellent product, quality material.”

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Posted 8 years ago

“I've given an acceptable rating (and that is being generous) due to the product which looks stunning. If the review was based upon customer service I would rate a very poor. Once your money is taken you as a customer are not valued. Phone calls never returned as staff 'dealing with customers' or 'the system is down', no empathy or apologies of the poor service offered. Product came with no installation instructions and no packaging to protect it. False advertising on the website - says products are in stock which is a lie. Website also depicting next day delivery which again is a lie as had to drive a long long way to replace a stone product that split during installation. Glad the ordeal is over but not a good customer experience at all !”

Helpful Report

Posted 8 years ago

Hi there, thank you for your review Due to high demand, the fireplace that you chose was out of stock for approx 6 working days & an email confirmation was sent to advise of the delay. It may be that your security levels have been set quite high & it went in to your spam folder. One of our own operatives delivered the fireplace for you, specially on a Saturday & outside normal delivery times by way of apology for the short delay. This was also unpacked and also put it in to the room of your choice, that is why no packaging was left. Fireplaces do not come with fitting instructions & it is always advisable to have a fireplace installer that is familiar with installing a stone fireplace due to the potential dangers of an incorrectly fitted fireplace coming off the wall & hurting some body. There is a full generic installation guide on our website, which you had been advised about, when you queried this on the telephone I have also had a look at the phone log & you telephoned us on Saturday the 11th of February, early afternoon, to advise us that you had broken the hearth & had requested a price & availability of a new one. Due to the weekend, it was not possible to get a cost there and then, however looking at the log, one of our staff rang & left a message for you at 2:13pm, the day after (Sunday the 14th Feb) I also note that you spoke to one of our showrooms the following day (Monday the 14th) & have ordered the hearth but declined to have it delivered, preferring to collect it, so that you could install it more quickly. Also, it does not state next day delivery on our website, as due to the specialist nature & weight of stone fireplaces, we have to send them via a specialist & not in normal post. Our website clearly states, when you place an order, that your delivery will be within 5 to 7 days of the product being dispatched from ourselves & that any delays would be notified by email, which we duly did. You cannot proceed any further without checking the box. Maybe you were on another companies website & not ours? I hope that this answers all your questions & please dont hesitate to contact us if you need any further assistance. Kind regards The Fireplace Warehouse (Online) Team

Posted 8 years ago

“Efficiency”

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Posted 8 years ago

“I have been looking for a log effect stove for some time. It was just by chance that I found The Fireplace Warehouse. I telephone them explaining what I wanted and was given good advice. I went on-line and ordered the model I wanted and it was delivered promptly. The fire is excellent and finishes the effect of my living room.”

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Posted 8 years ago

“Placed an order online through PayPal and it was never confirmed. Nobody ever contacted me, the fireplace never arrived. Update: Received a call out of the blue about a delivery and the fireplace turns up an hour later. It's in three parts and has been left in the hallway by the delivery men. Unsure what to do with it right now as there's still been no contact from Fireplace Warehouse.”

Helpful Report

Posted 8 years ago

Hi there, thank you for your review. You were sent two automated email confirmations for your order, one from ourselves & one independently from PayPal. We also sent out an separate delivery confirmation email advising of delivery for the following Saturday. You called our store on the Thursday prior to delivery to ask for an update & I personally confirmed the delivery date for Saturday & re-sent the emails to you specified email address. I do have a reply email from you stating that the emails had gone in to your spam filter with an apology that you hadn't seen them. We also responded to your email explaining that marble fireplaces are not in one piece due to the weight & that most fireplaces come in between 8 & 13 sections. The Dovetail arch is slightly different coming in 3 sections to make installation simpler for a qualified fireplace installer. Regarding the delivery, one of our own operatives delivered this, out of normal delivery hours on a Saturday for your convenience and telephoned you an hour prior to his arrival as previously promised when I spoke to you on the phone. The delivery driver duly put it where requested, when asked where you would like it. After emailing us at 20:30 on Saturday night (11/2/17) we have not had a response email to your email, that was sent at 21:17 the same evening I hope that this answers all your questions but If you need any further help or advice, please dont hesitate to contact us. Kind regards The Fireplace Warehouse (Online) Team

Posted 8 years ago

“We visited the Stockport showroom at the beginning of the year to look for a specific fireplace. The staff member that dealt with us was very helpful and we couldn't fault that side. They even price matched the fireplace against another shop and sourced a different fire for us. Delivery was as arranged but the limestone had several marks on it which made it looked patchy. The delivery guy said this was due to the stone still being wet and would dry out. We had the fireplace laid out on the dining room floor for safety, but when we moved the header, it bumped up against the skirting and snapped in half. Would have hoped it would be more sterdy and take more than a bump. It's cost us £200 to get a replacement sent over. Now the bit that annoys me, we specifically asked if the fireplace could be installed easily by ourselves to which we were told yes. The fireplace arrived with no instructions, fixings or guides. There is a guide on the company website which shows some info, but also states to refer to the fixings help sheet, which wasn't included. I have spoken to them with regards to this but was told there wasn't any help sheet. They said if we got a fitter, they would know where to put the brackets. Why tell us we can fit it ourselves but not provide the guidelines where is safe to attach the fittings. Unfortunately the after sales has let down the side on his occasion.”

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Posted 8 years ago

“Efficient reliable and good communication”

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Posted 8 years ago

“Ordered and paid for order in December, chased order twice, now 22nd January and being asked to review my experience, not good when I haven't even received the goods yet.”

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Posted 8 years ago

Hi there, thank you for your review. Unfortunately, when you placed your order, just before the Christmas period, the distributor had closed for the Christmas break. They did not re-open until the 9th January, but I have noted that we sent you emails to confirm this. Once the distributor was back from holiday, we contacted you again by email to confirm the delivery date that was accepted. I believe that you are now in receipt of the items? Please accept my apologies for the delay over the Christmas period Kind regards The Fireplace Warehouse Online Team

Posted 8 years ago

“Easy to order. Delivery when expected.”

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Posted 8 years ago

“Thank you for asking about the review but as we are awaiting delivery it's a little hard to say. New Order # 1300066481 Kind regards David Collins,”

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Posted 8 years ago

“I emailed your company on 21/12/2016 re a busted front coal, yet to receive a reply!!! I telephone BURNLEY ? branch again about the problem, promised a replacement in the new year because of holidays etc; still waiting.”

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Posted 8 years ago

Hi Arnold, thank you for your review. It was an unfortunate time, the 21st December, when you reported that the coal strip had been received broken. Our stores & the distributor had closed for the Christmas break. The distributors re-opened on the 9th of January & they sorted the issue & posted the replacement part out to you directly Please accept my apologies for any inconvenience caused Kind regards the Fireplace Warehouse (Online Team)

Posted 8 years ago

“Purchased through the website, very easy and delivered quick. Not opened the box yet but should be Ok.”

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Posted 8 years ago

“Have used your warehouse before and service has always been good. A mix up by the supplier ie sent the wrong set has yet to be corrected but is the process at this moment.”

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Posted 8 years ago

“Goods there as they said they would be. Very Good.”

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Posted 8 years ago

“Ordered fire and surround from Bolton branch very helpful, showed us which fire and surround would be better for us. Seen the one I liked price was great ordered, 3 weeks later fitted. The guy's arrived as arranged, very professional job, friendly and cheerful, I would not hesitate to recommend fireplace warehouse to any of my friends. Thanks.”

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Posted 8 years ago

The Fireplace Warehouse is rated 4.4 based on 282 reviews