The Fireplace Company Reviews

Name: The Fireplace Company
Rating: 4.87

4.9 Rating 532 Reviews

97 %

of reviewers recommend The Fireplace Company

4.9

Based on 532 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
On-time Delivery	100%
Customer Service
Communication Channels	Email, Live Chat, Telephone

The Fireplace Company 5 star review on 22nd February 2026

110

Anonymous

Anonymous // 01/01/2019

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

“Very disappointed .We ordered a remote control fire for my elderley Mum to make things easier for her. When the gas fitter came to fit the fire the remote was faulty! When the gas fitter phoned the Fire Company they said they were aware of a batch of fauly products. My Mum is now without a fire for 2 and half weeks whilst waiting for a replacement part and the fitter to be able to fit. Why if problem was known wasn't this checked before sending the fire out!! Not at all happy with this”

Helpful Report

Posted 4 months ago

Hi Eileen, We’re very sorry to hear about the issue with your remote control and the inconvenience this has caused your mum. We’ve checked our records and can see your order for the Ekofires Eko 3010 Gas Fire. It seems the installer may have contacted the manufacturer directly regarding your issue, as we hadn’t previously been made aware of any problem with the remote control on your order or of a wider fault affecting this model. Thank you for bringing this to our attention, we’ll be sure to raise it with the supplier and keep a close eye on any future orders for this product. We’ll also contact the manufacturer regarding your fire and do everything we can to help get this resolved as quickly as possible. We’re sorry again for the frustration caused and really appreciate you letting us know. Kind regards, The Fireplace Co Team

Posted 4 months ago

“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 3 years 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 3 years 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 4 years ago

The Fireplace Company is rated 4.9 based on 532 reviews