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

“heavy item & delivery courier are not covered to bring the item inside house. not helpful if disabled and unable to lift this. item is being installed in april so can’t really say much until it’s set up. it looks fine and quick delivery just going the extra mile is missing !”

Helpful Report

Posted 1 month ago

Hi, We appreciate your candid review of our services. Regrettably, as of now, none of the pallet network companies we've assessed provide the facility to bring pallets directly into customers' properties, primarily due to insurance constraints. Please note that this information is outlined in the deliveries section of our website, clarifying that our free delivery service is strictly kerbside only. We sincerely apologise for any disappointment this may have caused you. Please know that we are actively investigating the feasibility of adding a premium "white glove" two-person delivery service in the future, available for purchase, while continuing to offer our current complimentary one-person delivery service. Thank you for bringing your concerns to our attention. Your feedback is invaluable to us as we strive to enhance our services. Best regards, The Fireplace Co

Posted 1 month 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

“The rear leg of the fire was damaged but we only noticed once unwrapped and it is not badly visible in situ…..so we felt it was more hassle than it was worth to contact you…. Apart from that the fire us as expected although the timber effect logs were a little broken also☹️”

Helpful Report

Posted 7 months ago

Hi Graham, We are truly sorry to hear that the rear leg of the fire arrived damaged. Your satisfaction is of utmost importance to us and we would like to make this right. The Flametek stoves we offer are shipped directly from the Flametek factory in Stoke to ensure efficient delivery. Unfortunately, on rare occasions items can sustain minor damages during transit. We understand that you chose not to reach out to us at the time due to the perceived inconvenience of addressing the issue. However, please know that had you contacted us within the 48 hour time frame, we would have done our best to promptly resolve the matter for you. To assist you further, we kindly request that you email us with your order details, confirming your order number, name, and contact information. Once we have this information, we will promptly reach out to Flametek to see if there is any possibility of addressing the damage to the rear leg and the timber effect logs . Kind regards, The Fireplace Co team

Posted 7 months ago

“The product arrived and was as expected however they would only deliver to the address registered to the credit card, I wanted this delivery to my elderly mother, but her debit card would not work even after numerous attempts, hence paying on mine, it was just inconvenient as the fire as large and bulky and a moving and handling issue for me to load into my car and then take to my mums house.”

Helpful Report

Posted 9 months ago

Hi Angela, We sincerely appreciate your honest feedback regarding your recent purchase. We are pleased to know that the product met your expectations. However, we understand the inconvenience you experienced with the delivery process, and we would like to address your concerns. We prioritise customer security and deliver to the registered card address to prevent fraud. Although we do make exceptions for alternative addresses, we do require some form of identification for verification (such a headed letter), which you wouldn't provide in this instance. We apologise for any inconvenience and appreciate your understanding. Best regards, The Fireplace Co team

Posted 9 months ago

“Good price and prompt dispatch service let down by the delivery company. They offered a guaranteed AM delivery and then failed to deliver. There didn't seem to be any communication between the delivery company's office and their driver.”

Helpful Report

Posted 2 years ago

Hi Ian, thank you for your honest review! I'm happy to hear that the original order and dispatch went smoothly. Regarding delivery, we use a pallet network so we aren't always able to guarantee what times the drivers end up arriving, please accept my apologies about that and I'll find out what went wrong there. Kind regards, The Fireplace Co Team

Posted 2 years ago

“Ordering the fire was straightforward Was told by email that I would be contacted within. 5 days with a delivery date This never happened a few days later I was knocked up at 6-50 am to a delivery driver with my fire So I now have the fire / box in my lounge as I couldn’t book the fitter till I knew a delivery date 😡 so not very happy”

Helpful Report

Posted 2 years ago

Hi Beverley, thank you for your review. Please accept my apologies for the lack of contact from the couriers, we use a pallet network and the closest depot to you is supposed to call and book in a delivery slot as part of the service. We will be contacting them to find out why you never received one! Kind regards, The Fireplace Co team

Posted 2 years ago

“Ordered the electric stove at the beginning of the month, had confirmation email saying thank you for your order we’ve ordered your stove? and hopefully will be here by the end of the month. Firstly didn’t realise its not a stock item nothing on the website saying so and heard nothing again till I emailed them asking for an update. Low and behold the stove arrived the next day. The stove looks amazing very well built all singing all dancing via remote but is unfortunately quite noisy, very competitively priced from the Fireplace Company but still not sure it’s worth the money?”

Helpful Report

Posted 2 years ago

Hello Andrew, Thank you for your review! We had a stock order of Yeoman stoves due in however not enough to fulfil your order at the time so we ordered an extra for you - I have just checked the email and I can see how it might have been a bit confusing, so apologies about that! Your stove looks great in situ, we hope you enjoy it! Kind regards, The Fireplace Co :)

Posted 2 years ago

“I live on my own and my lounge is on the first floor having a kerbside delivery was not what I expected when I placed my order . 45 kg weight is not something most 76 year old women can lift up 13 stairs or even take into a ground floor room . !!!!”

Helpful Report

Posted 2 years ago

Hi, We are sorry to hear that you are unhappy with your free kerbside delivery, as much as we would love to be able to offer a 2 man delivery service, this isn’t an option in the current climate, especially with Covid and a nationwide lack of HGV drivers - we would also have to charge a hefty fee for it. We do state in our delivery terms on our website that we only offer a kerbside service - thank you for your feedback and we will continue to look into ways to improve the delivery experience. Please accept our apologies for the inconvenience and enjoy your new fire! Kind regards, The Fireplace Co

Posted 2 years ago

The Fireplace Company is rated 4.9 based on 335 reviews