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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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!”

Helpful Report

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

“great service when ordering but paid for express delivery and arranged for delivery on Friday, Fire place never turned up and delivery has been arranged for the following Friday”

Helpful Report

Posted 1 year ago

Hi Mark, I'm so sorry to hear your fire didn't turn up when promised. Unfortunately we didn't get any notification from you or the couriers to let us know it didn't arrive on the specified date so we weren't aware of any delay. I have just emailed you for some more info as we are happy to refund your express delivery as you didn't get it when promised! Kind regards, India @ The Fireplace Co

Posted 1 year ago

“Due to work being done on our lounge we we waited until instillation to unbox our fireplace to which we sadly found quite a large dent in the top panel. We decided to keep the fire as this panel will be hidden out of sight but for the price paid we would never have expected this. With that being said the service and delivery were spot on and I could not fault this; just unfortunate that the product arrived in the condition it did.”

Helpful Report

Posted 1 year ago

Hi Callum, Thank you for your review! We really wish that you had brought the damage to our attention as we would have happily replaced it for you. If you haven't already installed it then please let us know and we will replace it for you! Kind regards, India @ The Fireplace Co

Posted 1 year ago

The Fireplace Company is rated 4.9 based on 335 reviews