The Fireplace Company Reviews

Name: The Fireplace Company
Rating: 4.86

4.9 Rating 335 Reviews

97 %

of reviewers recommend The Fireplace Company

4.9

Based on 335 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	97%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

The Fireplace Company 5 star review on 23rd March 2024

Anonymous

Anonymous // 01/01/2019

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“Very pleased with our fire place.”

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Posted 1 month ago

Thank you for your review Martin :)

Posted 1 month ago

“Can't understand how this business works. Have tried contacting to report a concern, left it with them to investigate and received a voicemail saying to raise it with 'the shop' where I bought it. I bought it on line from the company whose details I used to phone. I had checked a lot of reviews before purchase on various types and models of electric log effect fires. The one purchased was quite expensive. The reviews say it's relatively quiet when running, but this is not our experience. With the heat on, we struggle to hear the TV over the noise. I was hoping when I phoned that someone would offer guidance about how to lessen the noise, but feel I've been deflected. Also the couriers used were not great, waited in all day as they had contacted to say the stove would be delivered, phoned after 5.00 pm when it still hadn't arrived and was told, 'oh, it's not coming today now, the van broke down'. Would have helped to have been informed, rather than spend a second day waiting in for delivery. It's an expensive item, couldn't risk it being left outside the front door. Overall felt communication was poor, although they were very quick to take my money, clearly no communication problems there!”

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Posted 1 month ago

Hi Melanie, firstly I'm really sorry to hear you have experienced a problem, however we haven't received any correspondence about any stove fan issues and we have checked with all of the staff who work here, checked all voicemails and also emails? Have you definitely been calling us? Our team are always happy to help with any issues - please call us on 01524 847398. Unfortunately I think this review was perhaps directed at another company and not ourselves but we will try help you if we can! Kind regards, The Fireplace Co Team

Posted 1 month ago

“We ordered the Gazco eReflex 150RW with the free mood light for our new media wall set up. The fire was delivered and arrived as per the instructions. The fire was well protected and deliver safely by the courier. We are really pleased with fire and the service received.”

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Posted 1 month ago

Thank you for your 5-star review David!

Posted 1 month ago

“Ordered on a Sunday fire arrived on the Tuesday as I paid extra for fast delivery. The fire was packed in double card board so no chance of any damage to the fire and the delivery driver was really helpful and the fire looks great so really pleased”

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Posted 1 month ago

Thank you so much for your lovely review Micha!

Posted 1 month ago

“Very good web site and follow up re:purchase and delivery Very competitive price Very happy with purchase”

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Posted 1 month ago

Thank you for your 5-star review Patrick!

Posted 1 month ago

“Great company, item delivered quickly and well packaged.”

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Posted 2 months ago

Thank you for your 5-star review Terence!

Posted 2 months ago

“The product was competitively priced, the staff were knowledgeable and responsive to enquiry and the product was delivered with haste and on time. You get the sense that it’s a business that cares about its customers.”

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Posted 2 months ago

Thank you for your fantastic feedback! We're thrilled you found our products competitively priced, staff knowledgeable and delivery prompt :)

Posted 2 months ago

“Love our new fire, brilliant efficient service, great quality product that has surpassed our expectations!”

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Posted 2 months ago

Thank you for your 5-star review :D

Posted 2 months ago

“The delivery service was very good and helpful. I haven’t unpacked the fire yet, waiting for media wall to be built.”

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Posted 2 months ago

Thank you for your lovely review Sam :)

Posted 2 months ago

“Very happy with fire ! No issues at all ,only took 2 days for delivery”

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Posted 2 months ago

Thank you for your 5-star review! Your media wall looks fantastic :)

Posted 2 months ago

“Have to say they were brilliant, I needed a specific fire at short notice, having found them online and calling them, the really helpful lady I spoke to said if I placed the order before 12 noon it would go out for delivery that day. It was actually delivered the next day by courier which was fantastic, all comms were excellent throughout and I would thouroughly recommend using The Fireplace Company”

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Posted 2 months ago

Hi Stephen, Thank you for your 5-star review! We are glad your fire arrived very quickly and our staff were helpful on the phone! Kind regards, The Fireplace Co team

Posted 2 months ago

“The quality of the staff , the fire could not have been better. Was very happy with my purchase and would recommend anyone looking for a fire to buy here 5 ***** .”

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Posted 2 months ago

Hi Yvonne, Thank you so much for your lovely review!

Posted 2 months ago

“Amazing experience in store with James, he advised me with my own requirements taken into consideration. The store is amazing and has loads on display to get a real feel for what would work well in my home. Such a lovely family run business, everyone was so welcoming! A*****”

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Posted 2 months ago

Thank you for your wonderful review! We're glad you had a great experience at our family-run store :)

Posted 2 months ago

“I would not have purchased the Fireplace and Pipe with you if I had known there was no return service. By the time I pay for item to be returned and then 20% re-stocking it is not worth sending the item back, guess hence your re-stocking charge. On top of this there is a two-week delay in the money being returned in to my account. This is a disappointing service.”

Helpful Report

Posted 2 months ago

Hi, We're sorry to hear about your experience and understand your frustration. We'd like to provide clarity on our returns policy. As stated in our terms and conditions, customers have 30 days from the day after the product has been delivered to request the return of an order. While we do offer a free delivery service, any costs incurred regarding the return delivery remain the customer's responsibility. Regarding restocking charges, we offer a 14-day cooling-off period where there is no restocking fee, this starts from the day after the product has been delivered. After this 14-day period, a 20% plus VAT restocking charge is applicable on all returned orders, which is standard practice within our industry. To avoid this charge, we only ask that customers return their orders within the 14-day timeframe. We process refunds the same day once the cancelled item has been returned to our warehouse and checked by our team. However, the up to two-week delay in funds being returned to your account is dependent on the customer's bank, which is beyond our control. Usually, refunds appear within the customer's account within a few days. We apologise for any inconvenience this may have caused and appreciate your understanding of our policies. Kind regards, The Fireplace Co team

Posted 2 months ago

“Really good service”

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Posted 2 months ago

Thank you very much for your review Jamie!

Posted 2 months ago

“Excellent Customer Service 🤗. I ordered a fire online and later realised I had ordered the wrong size. I rang the Fireplace Company the next morning and spoke to a gentleman who was extremely friendly and very helpful. He told me this was not a problem and he changed the order to a smaller size and immediately arranged for a refund for the difference in price. The refund and the fire arrived promptly and I’m delighted with the fire - it looks fantastic. I would 100% recommend this company.”

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Posted 2 months ago

Thank you so much for taking the time to share your experience with us! We are thrilled to hear that you had such a positive interaction with our customer service team and that we were able to assist you promptly and efficiently, enjoy your new fire! :)

Posted 2 months ago