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

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

“I had to call the company to find out where my delivery was 8 working days after placing the order. The company said the delivery driver had tried to call several times and left a voice message (I have not received any calls or messages). The customer service rep said the delivery agent confirmed the delivery would be made in 2 days but they could not confirm what time of day. I took a day off work for the delivery and have yet to hear from the company or the delivery agent. I am having a media wall built and needed the fireplace to be delivered within the dates proposed by the company. It is now 12 days since the order was placed and I do not know if I will receive the fireplace. I have to pay for the builder to come back and install the fireplace after he's already built the unit. :(”

Helpful Report

Posted 11 months ago

Hi Victor, We apologize deeply for the inconvenience caused by the delay in your delivery. We understand how frustrating it must have been for you to have to take time off work and pay for additional installation costs. Unfortunately, there are times when delivery delays occur due to circumstances beyond our control, and it seems that this is one of those cases. We rely on a pallet network for our deliveries so once a pallet leaves our warehouse it gets delivered to the customers local Palletforce delivery depot, it is then up to the local depot to arrange a suitable delivery slot directly with our customers. 99% of local depots are amazing and contact customers quickly to arrange delivery, unfortunately it appears the local delivery depot in this instance has been incredibly poor with their communication to both us and yourself. A member of our team has been back in contact with the delivery depot today and they have promised us they will be delivering your order by midday, please let us know if it hasn't turned up yet! We want to assure you that we are taking steps to improve our delivery process and prevent similar situations from happening in the future. Once again, we apologize for any inconvenience and frustration this may have caused. We appreciate your patience and understanding in this situation. Kind regards, India @ The Fireplace Company

Posted 11 months ago

“Ordered a Celest fire and spacer and the company confirmed they would be shipped together and were in stock. The fire arrived within a few days but no spacer! They said they would arrange for one to be sent out on a next day delivery, It came into stock on a Monday and was delivered on Friday without any fitting kit or instructions. When I enquired was told to phone the manufacturers who told me that 'The Fireplace Company" new they did not come with any fitting instruction or fitting kit and that I had to drill a £500 fire and fit self tapping screws myself! I feel I received very poor service and they did not like you complaining.”

Helpful Report

Posted 2 years ago

The Fireplace Company is rated 4.9 based on 335 reviews