Victorian Fireplaces - www.victorianfireplaces.com

Wife keep going on about this and said the reviews are all good so i said ok go ahead and order. Brought a Econol flue-less

Thornton Royal Limestone Fireplace Package What a mistake. The cast iron fire is not straight and curve. The lime stone surround has no fittings and no fittings instructions. The Econol fuel and fakes coals leave a deadly fumes when in use. I don't know how long this will last as they say this should stop after some time. As for customer service, Once he has your money your not likely to get it back.

When ever you buy online click to see if you can leave a review on there web site and if you cannot then know the reviews are fake.

Mr Ali

London

I wish I found this review site prior to placing my order.

I stumbled across their website and it was impressive. Read all the "reviews" on the website and they were positive. I'm pretty sure al the reviews on the VF website are not actually real people.

I placed my order, money was taken instantly, received a confirmation and then didn't hear anything from the company.

I had to constantly chase for replies to my emails. I was given a delivery date for the item; I took a day off work to receive delivery, the delivery did not arrive and so by late afternoon I rang the advisor from VF and was told by him the courier was close to my home and would be there in a few minutes. I later found the item never left the depot and was never actually on route to me.

Victorian Fireplaces is run by a gentleman and frankly he does not know how to run a business. I pretty sure it is a one man band.

I would not recommend this business to my worst enemy. I have dealt with 100's of companies and this company is the worst experience I've ever had.

Terrible communication, terrible customer service skills: lie to customers, rude to customers.

This was the most stressful purchase I've ever had to make.

Unfortunately I have to agree with all of the other reviews on this site. The "owner" has possibly the worst customer service skills ever experienced and has been (and is still being) extremely unhelpful with the return of a fireplace which unfortunately doesn't fit.

Our fireplace took much longer than stated on the website to arrive and I had to chase for an update on deliver as expectations weren't managed at all but the money was quickly taken from my account!

I contacted the company via email and phone once we were advised it wasn't going to fit and the man we spoke to (assuming the helpful owner) was reluctant to refund the product on return and insisted on trying one of his own installers. The details of this installer are still to be sent to me 3 weeks on!

They deny knowledge of any email / phone conversations you have had with them and break the terms on their own website!

It's very obvious that all of the "glowing" reviews on the website have been made up by the company themselves and aren't a reflection of their service at all.

Avoid at all costs....what appears to be great value is at the compromise of any helpful customer service!

The website looks professional, customer friendly and welcoming. This is where it all ends. Unprofessional, unfriendly, inflexible. These are the 3 first words that spring to mind when you have any direct dealings with the company. these are increased 10 fold when you find yourself dealing with the owner. He is Rude, unhelpful and very clearly does not want your business. As a customer I was made to feel like a complete hindrance.

Hopefully companies like this will cease to exist before too long.

At first glance I really liked the simplicity of the website, which is very user friendly, however, I soon realised that dealing with the employees let alone the owner David was something far from customer friendly and far from satisfying. Having ordered the fireplace it proved difficult to get confirmation on when we would actually receive it. Once, after numerous phone calls and emails asking for confirmation I was finally given a rough estimate on time, although was still unable to get a confirmation. It was finally delivered, however, they had missed the back part of the fireplace off the delivery. It proved even more difficult to get them to rectify their mistake and no one seemed to be bothered to try to sort out the problem. I finally got the guy in the delivery department to confirm a date and time, however, on the day it did not turn up at the time that had been confirmed. I spoke to the owner who was not interested in sorting out the problem and investigate where the delivery was, let alone give me the details of the delivery company so I could sort it myself. It was finally delivered, six hours later than agreed and confirmed. If you are in a time constraint to get your fireplace delivered and you would like comfort and certainty that the company will deal with any issues that may arise I advise anyone NOT to buy from Victorian Fireplaces, the small price saving is simply not worth it! Also, be aware of the restricted return policy.

Order took a couple of weeks to arrive and was delivered by a specialist courier. It arrived in several parts which seemed appropriate for the materials. The limestone materials were packaged in a bespoke crate, with packaging materials protecting the contents.

Upon careful unpackaging by the experienced builders, one pillar was fine but another snapped in half (a common issue with limestone, as confirmed by David the owner). Despite material defect of the product, with clear discussions and a recorded delivery letter with photos confirming what happened, we had to pay an extra £300 for a replacement pillar to arrive. We will now chase this through the credit card company and the courts as it falls foul of UK consumer trading laws (providing goods of satisfactory quality).

Website with company policy statement does not reflect the customer service experience I have been subjected to, although it is easy to navigate (hence 2 stars for that).

Avoid www.victorianfireplaces.com.