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“Horrendous Customer Service ”

written by gem2007 on 08/03/2017

I purchased two fireplace suites from Firespleacesrus. I researched my purchase and double checked the fire type and flue that would be required. Their website said it would be suitable and three different members of staff told me it would be correct and then denied ever saying it when I provided a picture of the technical information. My builders installed the fireplaces but when the gas engineer arrived he said the fire was a higher heat input than discussed and required a different flue. When I requested an exchange they refused based on the fireplaces being installed already and the packaging being discarded due to lack of space on site. They said I should of checked with the manufacturer and that their T&C's said that nothing on their website or on the phone counted for anything. No help was provided at all and they claimed I needed to spend another £900 on replacements. When I eventually rang the manufacturers they could provide me with a part that would make the package fit for purpose for the grand total of £20. Do not buy anything from this company!