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

“The fireplace warehouse are very good before you have paid them, but not so after payment! Graham Bailey”

Helpful Report

Posted 1 year ago

“I have had appalling service. My fire has been faulty from a month after buying it. It has been “fixed” and replaced twice. Dimplex have now admitted they had a faulty batch but the shop are still dragging their feet about issuing a refund. My advice is buyer beware”

Helpful Report

Posted 1 year ago

“AVOID- READ FULL REVIEW We ordered a full electric suit at over £2000. The fireplace warehouse were all very polite and helpful when selling the fireplace to us but once we had paid I think all customer service went out the window. We had the fireplace fitted on 5th September 2022 and the fitter sat in his van mostly while his apprentice did the fitting. The fireplace was fitted slanted with one side touching the floor and the other side about an inch away from the floor, leaving us with a £2000, eye-sore. I spoke to the fitter at the time of fitting, they refused to rectify it and got very aggressive and threatening about it. He acknowledged the issue but barked at us that we had to speak to fireplace warehouse to get it resolved. On speaking to fire place warehouse we were asked to send them some pictures which we did. We were then asked to send more pictures which we did. We then had to chase them numerous times before there agreed they would fix it. A date was set for them to fix the issue and suddenly on the day they were due to fix it, this was cancelled because fitter was poorly (this was 5 weeks after the fire place was fitted). We were then told that the fitter only worked one day a week so we would have to wait another week. 6 weeks after the fireplace was fitted, when the fitter eventually came, he told us that he had not been sent to fix it but to take some pictures with a spirit level. He spent about 5 minutes at our house and then left, he told us he knew nothing about it and there was no point in speaking to him. Despite him knowing nothing, his mannerism and appearance suggesting otherwise, the fireplace warehouse have since advised that he is one of the senior managers. On phoning the Fireplace warehouse they told us that they were under the impression he was coming to fix the fireplace and they would call me back. Later that day I received e-mails from a John Hobson saying they had no intention of fixing the fireplace. They spent 6 weeks spinning us lies and delays, I believe with no intention of fixing the issue. They have taken no ownership or responsibility. They have left us feeling like they have vandalised our home and I have spent a number of nights trying to console my partner who has been in tears on several occasions, especially after speaking to the fireplace warehouse by phone. We are currently taking legal advise, on how we can recover the £2000 plus we paid to them and what steps we will need to take the have the Fireplace removed so that a reputable company can install a fireplace competently.”

Helpful Report

Posted 2 years ago

“Uncaring Unable to adjust to individual needs A bunch of brainless robots who know only how to grab money”

Helpful Report

Posted 2 years ago

“Do NOT buy from here!! Firstly I was advised to buy a fire that did not fit & then had to contact the shop on numerous occasions for my refund!! It took a month to finally get my money back, despite being told initially it would only be a few days. I think they thought I'd just 'forget' they had my money! Despite my numerous contacts with them I am still waiting for some kind of explanation! Dreadful service”

Helpful Report

Posted 3 years ago

“Extremely disappointed, absolutely no customer service from the start . When they came to fit our dream fire told it wouldn't fit , went to choose another & had to wait another few weeks . During this time we had no communication & had to chase up the£300 they owed us & another date to fit new fire . We I wouldn't give them 1 star 0& we visited the store so said live chat . Very unhappy wanted to purchase the mirror , on sale for £240 , told had to check with boss . Never heard from elusive boss . On day arranged for fitting of fire no one turned up . Fitters wife contacted us that evening . Fire fitted following day. Fitter fantastic. No apology or communication from fireplace warehouse . Do not recommend them at all .”

Helpful Report

Posted 3 years ago

“Watch out for the phone call charges!! I rang this company on the 0844 number on their website to enquire about a gazco fire they supply and they asked me to hold the line while they checked their stock. I just got my phonebill through and I got charged £5.86 for that 7 minute phonecall. Glad i didn’t order with them if that’s what you get charged for a basic enquiry! Terrible!”

Helpful Report

Posted 4 years ago

“When fitting the plinth it split in two, ordered a replacement- that split in two. Have been refused any compensation - disgusted.”

Helpful Report

Posted 6 years ago

Hi there, Thank you for your review. I have looked in to the file regarding this and the fireplace was solid limestone, with a solid limestone hearth. Both hearths cracked due to incorrect installation by the person that installed for you. If stone hearths are not correctly bedded on the correct sand/cement mixture, it leaves a hollow void underneath that can lead to a potential weak spot. We supplied the second hearth at our cost price to help you out, which we didnt need to do This was not a fault in either of the limestone hearths supplied but a fault caused by your own installer. We offer a full, professional installation service by time served, qualified fireplace installers, who fit fireplaces day in, day out and who we have been using for many years. They are insured against this sort of thing happening. Unfortunately you declined this fitting service, instead using your own person who had very little, if any experience and certainly didnt have any insurance to protect you. I hope that this clear things up for you? Regards The Fireplace Warehouse Online Team

Posted 6 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!!!”

Helpful Report

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

“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

“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.”

Helpful Report

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

“2 weeks to arrive told lies about despatch date rip off postage £15.00 from Burnley to south Wales for a parcel lighter than a box of crisps will never buy off them again not even a appolgy”

Helpful Report

Posted 8 years ago

Hi Andy, 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? The delivery charge is that of our manufacturers who send goods out direct as coal sets are very fragile. I hope that this helps to explain? Regards - The Fireplace Warehouse (Online Team)

Posted 8 years ago

“Absolutely shocking customer service - After initial contact proved hard Ive now spent 4 days trying to contact them and still have not spoke to them. Sales department refuse to help saying its not their department. You cannot leave a post on facebook as they review every post. Had to threaten them with parking a large billboard outside the shop saying just how bad their aftersales service actually is - At this point still not had a reply Fire is 10 months old & will not start, they say because it hasnt been serviced they wont cover the fault even though the fire doesnt have to be serviced until it is 12 months old. Read reviews on other review sites and do not be fooled by facebook as they negative posts are not shown”

Helpful Report

Posted 8 years ago

Dear Mr Slater, 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 with our customer services and they returned your call within an hour and left a message as you were in a meeting. Our phone system logs all calls and we can find no record of any further calls made from your phone numbers over the following 4 days. The next contact we had was this review and within one hour had recontacted you and we have arranged for the manufacturer to contact you direct. I believe the confusion may have arisen as the fire was purchased on the 23th October 2015 and the manufacturers state that a gas appliance should be serviced/safety checked within a 12 month period and not at the end of 12 months. John Hobson Regional Manager

Posted 8 years ago

“Would never order from here again, very poor customer service”

Helpful Report

Posted 8 years ago

Hi Danielle, 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 our records and your order was placed on a supply on basis via our web site and was received on time and in good order. Your complaint is regarding installation which you privately arranged and any complaints should be addressed with your installer. Regards - The Fireplace Warehouse (Online Team)

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 9 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 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

“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

“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

“After ordering the fireplace I received no update whatsoever, I didn't even receive a delivery date it just turned up and luckily there was somebody there to receive it.”

Helpful Report

Posted 10 years ago

Hello Mr Shadwick, thank you for your review & comments. Unfortunately once an item leaves us, we are at the mercy of the delivery company. They are normally very good & contact customers to arrange a mutual delivery day. Due to the size & weight of the stone fireplaces, the delivery companies normally dont just turn up as they then have to re-schedule. This costs them time & money. I have spoken to them & they tell me that they did arrange to deliver on a specific day for you. I am not sure just where the communications broke down but can only apologise that the delivery was not up to the high standards that we have come to expect Kind regards The Fireplace Warehouse Online team

Posted 10 years ago

The Fireplace Warehouse is rated 4.4 based on 282 reviews