The Fireplace Warehouse Reviews

Name: The Fireplace Warehouse
Address: 215/233 Accrington RoadBurnley, 215/233 Accrington RoadBurnley, Burnley
Rating: 4.36

4.4 Rating 281 Reviews

84 %

of reviewers recommend The Fireplace Warehouse

Company Reviews

Metrics

Info

4.4

Based on 281 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

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

“What can I say? Superb service. Spent about 4 hours over two days looking at electric fires and surrounds with helpful advice from the sales team. Finally decided on one when the salesman said ‘what about this?’. Yes he was right. Yes it was more expensive than our original choice but how good does it now look. They sent a fitter, Glen, who I could not fault his workmanship, on the day agreed. I could not be happier.”

Helpful Report

Posted 1 year ago

“Just had a fireplace and log burner fitted last week. Steve the fitter was brilliant they dine a brilliant job. Check your paperwork if you buy from here as we were charged for a chimney pot that wasn't needed. Steve did not charge us for fitting it. They wont give us our money back for the chimney pot even tho me and my husband saw donna write it down when we went to pay the deposit. We also have a copy of what was ordered on the survey and the chimney pot was on it. Not happy about this at all. But very happy with the work that was done”

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Posted 2 years ago

“The actual companies customer service has been helpful and patient, guided me through the financing process and was communicable.. however, having still not received an item I brought on 15th November 2021, it has been disappointing finding that every time I ring up and being told the item will be delivered to your warehouse ‘tomorrow’, and it being over a month later, that actually, the order I placed was for an item that has not been in stock for over a month. Like I said above, eventually, someone I spoke to finally told me that the item is not in stock and so the answer is that they don’t know when it will be delivered, that was very helpful to know. That being said, if the item was not in stock, i should have been informed that I was preordering an item and not ordering an in stock item. This was a Christmas gift for my partner and so it has been a disappointing outcome.”

Helpful Report

Posted 3 years ago

“Purchased a gas fire on 7-9-21, given a fitting date for 4-10-21, only to be told the date on their forms was the 5-10-21. When l was called back, told the fire was not in stock, will have to wait now until the end of the month. NOT very happy.”

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Posted 3 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

“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

“Still not receive it yet.”

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Posted 8 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.”

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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

“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

“We are very pleased with this fireplace except for a small slight cut on the front near the top.”

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Posted 10 years ago

Thank you for your review. I note that you say that there was a small 'cut?' on the fireplace top. As this is a boxed item ready to go straight out, we dont see the item before dispatch. I have looked at our customer services log & also note that you haven't been in touch with us about this, so this review is the first that we were aware of a possible problem. If you could kindly get in touch with our customer service team, then they will take a look at it for you. Regards The Fireplace Warehouse Online Team

Posted 10 years ago

“We are very pleased with this fireplace except for a small slight cut on the front near the top.”

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Posted 10 years ago

“Delivery was slow, fire guard was nice but overpriced for what it was”

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Posted 10 years ago

Hi there, Thank you for fetching the delivery speed to our attention. On contacting the delivery company it shows that they did try to deliver but there was no one available to take delivery. A card was left but it was some time before delivery was re-arranged. We were not aware of any issues until the review was left. As regards the price, we do constantly check our prices to make sure that our customers receive the best possible value & we do operate a price promise policy and offer a full 'no quibble' refund guarantee. However, we do thank you for fetching it to our attention Regards The Fireplace Warehouse Website Team

Posted 10 years ago

“Granite Backpanel smashed by courier ,phned fireplace warehouse and replacement being sent”

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Posted 10 years ago

“Metal log stores bought, thought the cost was a bit excessive especially when they came and are basically thin sheet metal fabricated into a box and painted although they do the job”

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Posted 11 years ago

The Fireplace Warehouse is rated 4.4 based on 281 reviews