The Fireplace Warehouse - www.thefireplacewarehouse.co.uk

A really positive experience with fireplace warehouse. From the cheerful receptionist on the way in, to excellent advice from the agent, no pushy sales just genuine advice. While waiting for the fireplace to be delivered I e.mailed with queries and received super fast replies. The fitters contacted me regarding fitting date and time, they treat my home with respect, very clean workers, made an excellent job of the fitting. After fitting not only explained the fire workings but how to care for the stone fireplace. All in all a very positive experience from start to finish.

Thank you to the team at fireplace warehouse Burnley

During our first few visits the customer service was great, we were dealt with promptly and efficiently and the saleswoman was very patient whilst we changed our minds a few times about what sort of design we wanted. We were given an idea about what sort of cost we would be looking at and decided to book in for a survey and get the ball rolling.....................that's when things changed ! Despite repeated emails to chase up a final itemised quote (which they somehow seemed reluctant to provide) and book in for a survey we were totally ignored and for some reason they would not reply to any emails (and yes, I do constantly check my junk email folder). The only time I could contact them by phone was after my working day and they were already closed so that wasn't an option. Seems a very strange way of running a business. So after a good few weeks of the Fireplace Warehouse wasting our time, we, by chance, came across somewhere slightly less local and were in and out within 45 mins having found exactly what we wanted, with a survey the following day, ready to fit in three weeks and with a considerable saving on what the Fireplace Warehouse were `roughly` quoting us. Since then we have been told about quite a few people who have had negative experiences, so it would seem that they actual did us a favour in the end. A 1 star review but 5 stars for pushing us to find a better deal elsewhere.

Visited the Bolton branch and ordered an electric fire, we were asked about the fitment of the current fire and we confirmed it was wired into the wall to a fuse unit and not plugged in via a 3 pin plug. We were told by the salesperson this wouldn't be an issue, the fitters will take care of everything including channelling any addition wires into the wall and plastering over if required, brilliant.

What they neglected to tell us was that The Fireplace Warehouse do not employ any electricians (only found this out after the fire was "fitted") so the fitters removed the existing electrics and left us with 2, 3 pin plugs with no sockets to plug them into as they aren’t qualified to do anything else. At no point before fitment were we told that 3 pin plugs would be required for the fire even when we specifically explained our current electrics were wired into the wall.

Called the Bolton Branch on a Saturday to raise the issue and was told they couldn’t look into it today someone would call me back on Monday. On Monday nobody called, so I chased and was asked by another salesperson to e-mail the issue in which I did and I was told someone from the store would call me back. They didn't, Instead the fitter called to tell me what I already knew so not sure why they called, explained the issue was with the store which he thought it was, in truth we were both a bit confused as to why the store had asked him to call me.

On Tuesday I called the store again and was told that they believed the issue was resolved (not sure how) and would have to speak to the fitter and call me back. The fitter called again this time to see if he could come out and resolve the issue, he was even going to bring an electrician with him hurrah! Both turned up as agreed, spent 10 minutes working out what the electrician would need to do (small job remove the fuse unit and replace with a plug socket) and left saying they needed to speak to the store and someone would call me back on Wednesday.

No call back again on Wednesday so I called again and spoke to the third sales person who had not been made aware of the issue but they would look into it and get back to me. Had a call back from this salesperson (yay! first returned phone call from the store) to say they couldn't help until they had spoken to the original salesperson who sold us the fire. They were on holiday and not in until the following week so it would have to wait for then but that someone would contact me on Monday. It would have been great to have been told this after the first phone call. At this point I asked to escalate this to a complaint and for a call back off a manger, was just told “that’s not going to happen”!, I may have been slightly annoyed by this (understandably) and told them I wouldn’t trust them to sell me a pencil sharpener (to be fair I stand by this)

Monday, no call back. Tuesday, big shock, still no call back. Again I called to chase and spoke to the original salesperson. They advised that they had previously told us a plug was required and that we would have to arrange it ourselves. This absolutely did not happen, had they said they had misunderstood I would be ok with that, still expect them to make it good but at least they would be taking some ownership. Nope instead they stuck to the line of telling me a conversation happened that just didn’t. I asked to escalate this again to a manger and was told I would get a call back. Salesperson 2 called back this time advising he had spoken to the director of the company and they wouldn’t be arranging for the fire to be wired in or a socket to be fitted (thinking about it probably best they didn’t do this seen as they don’t employ any electricians!) and that was the end of it.

Now left having to sort my own electrician to sort this, only a small cost but not the point. Just hope that when we eventually plug the fire in it actually works as have absolutely no confidence they would resolve any issue if it doesn’t, especially given they don’t employ and electricians! (have I mentioned that?)

Also just to note numerous times throughout we were told just to plug the fire into an extension, don’t do this unless you want to burn your house down, it’s not safe to plug a fire into an extension as extensions can overheat when something drawing as much electricity as a fire is plugged into them. Not great advice from a company that sells electric fires.

Terrible customer service absolutely would not recommend unless you are looking to waste a lot of your time, money and get dreadful service, in that case 10/10!

I visited the store with my partner as we are a young couple who have recently bought a house.

We went to look at a range of stoves and when we got to the fireplace warehouse, we couldn’t have been greeted in a better manner the staff where unbelievably helpful and seemed extremely enthusiastic.

As we are no experts on fires we were worried that we wouldn’t get the best for our money.

However, this wasn’t the the case at the fireplace warehouse as the stove experts showed us through a range of different stoves within our budget and didn’t push us into anything.

We picked a sunvision stove and a week later the fitters came out to our home and installed the stove in a clean and tidy fashion. The workmen where brilliant and had a attention for detail.

We are overwhelmed with the installation and would highly recommended anyone to go to the fireplace warehouse.

My advice to anyone thinking of buying a fire from this company is think again. We purchased a Belmont 12kw multi fuel stove through eBay.

The stove arrived about 1 week later than should have and arrived on a lorry with 1 young driver and no means of lifting a stove weighing over 150 kg.

On inspection by a heatas engineer he described the stove having the appearance of seconds. The stove had screws missing from the door the instructions were not for that fire and the baffle plate which is a significant part of the fire was damaged and unable to use. The fire had been fitted prior to the baffle plate being removed from it's packaging. I contacted a guy who is the internet sales guy and at first I thought the company was going to be ok he told me he would send another. It took over a week to receive another baffle plate which also arrived broken in the same place as the previous one. When I contacted the Store again spoke to manager who said we had broken the baffle plates and blamed us for it. He then thought he was clever by telling us to return but must be in exactly the same condition as it was when they sent it knowing fine well we had fitted the fire and this was not an option as costs for engineer to remove then re package would be too expensive. This company has sold me a fire which is not safe to use and completely dangerous because of the damaged parts . Anyone thinking of buying be warned I did put same on their review website which they seem to have removed conveniently for them but they have lots and lots of terrible feedback

Absolutely shocking customer service - After initial contact proved hard Ive now spent 4 days trying to contact them and still have not spoke to them. Sales department refuse to help saying its not their department. You cannot leave a post on facebook as they review every post.

Had to threaten them with parking a large billboard outside the shop saying just how bad their aftersales service actually is - At this point still not had a reply

Fire is 10 months old & will not start, they say because it hasnt been serviced they wont cover the fault even though the fire doesnt have to be serviced until it is 12 months old.

Read reviews on other review sites and do not be fooled by facebook as they negative posts are not shown

Purchased Tiree Fireplsce and electric fire. Sales staff was excellent and very polite, fitter did an excellent job and more and very clean and tidy workers. Highly recommended

Terrible customer service

No communication between staff and myself

Once paid they don't seem to be interested

Overall very disappointed.

Visited the Hazel Grove store to see 2 fireplaces I had shortlisted. I askked the saleman for some information about whether my gas fire would be suitable for either of the two fireplaces. His reply was that he didn't know anything about the fire so couldn't help. It was a Flavel fire so hardly unheard of. His rudeness verged on the verbally aggressive, he did not want to help at all. Absolutely appalling service from a terribly ignorant amateur. Bought my fireplace elsewhere.

We had a fireplace and stove fitted yesterday and the fitters were first class, very helpful and all in all a first class job from start to finish.

They came across various problems ( not due to there doing )but sorted them out.

I would like to thank all the staff that were involved with this project for the help we received,a great job done by all.

And finally, as Arni said " we'll be back "