I purchased two fireplaces that were sold as suitable for solid fuel. Had fireplaces installed by a Hetas approved fitter. After a few months the metal fireback started to melt. Had to pay for two new firebricks and installation. Fireplaces are us refused to reimburse. I had to take the matter to small claims to get my out of pocket expenses back. I will never buy from them again. This is a real shame as this was my 3rd and 4th purchase from them but sadly my last.

Found BLACK marble hearth and back panel on website and as I never trust an internet image to be accurate I telephoned FRUS and explained to salesman that I wanted the 'jet black marble without any silver speckles through it and it must be black as black can be'. Simples? not for FRUS! What they sent was LIGHT GREY! Luckily I purchased with credit card and after lenghty dealings with such ignorant customer service, legally they eventually had to take their ugly product back and I received full refund. Based on my experience and reading other reviews about FRUS they seem to just want sales without any consideration whether product is correct for customer or not. I have since gone to the showroom of a 'reputable' company and after explaining what happened with FRUS they ordered in a panel and hearth for a small deposit. So there are other options out there. Please take my advice and save yourself a lot of hassle. AVOID FRUS.

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!

DON'T GIVE THIS COMPANY YOUR MONEY APALLING CUSTOMER SERVICE,

Nine months pregnant and on crutches with my OAP father - the delivery man refused to take the fireplace to my door instead rudely insisting that it be left at theend if my driveway even though the fireplace could fit sideways. Customer service manager shouted repeatedly on the phone and hung up despite me calmly informing him of the delivery conditions, no apologies. Second Customer just as unhelpful with no apology made for horrible CUSYOMER experience. Second delivery man showed up with no warning, shortly after I had given birth swearing and shouting at my OAP father and husband where we felt scared for our safety. DO NOT USE THIS COMPANY, CUSTOMER SERVICE AND DELIVERY ARE AGGRESSIVE, AND MAKE UP RULES TO SUIT THEM IRRELEVANT OF THEIR OWN POLICIES.

My ordered fireplace has gone missing and fireplaces r us have no idea where my fireplace is nor any interest in finding out. Their attitude is 'should turn up soon'! Not okay when u book a delivery day and take the day off work. Awful customer service. Waste of time, please go elsewhere.

I ordered an eko 5070 gas fire from Fireplacesareus which was £430 and 7 - 14 day delivery. With a free chimenea 8 days later i get an email confirming my order, again, and saying it will be 10-14days delivery and i will be contacted by phone prior to delivery I phoned and said sureley they have that wrong and it will be delivered within the next 6 days (2 week period) Theys said no. Its not even been made yet! Will be delivered in the week after next. It wasn't. I phoned, they said it would be there on the friday by 6pm latest. Nothing showed up. No calls or communication on their side as described in their service, you actually have to do all the ringing around yourself or nothing will ever happen It came the week after (1month after ordering) DESTROYED. Box ripped appart and smashed up, fireplace damaged. Documents cut out of the packaging and missing. Wall template torn and screwed up and thrown back in the box. Installation manual missing. Half the box was empty and god knows what else is missing as parts list will be on the manual. Fireplaces are us try to make out its fine. UK Mail delivery service say they collected the parcel from them like that state!! Trying to get a refund and get them to pick up their damaged and badly treated fire at the moment Oh and No Free Chimenea. That is a bogus link that you click on and accept which even shows on your invoice. That you dont get its not really included The same fireplace is £70 cheaper on another website with NEXT DAY DELIVERY.. wish i came accross them first.. DO NOT BUY FROM 'FIREPLACES ARE US' WHETHER YOU ARE A PROFESSIONAL OR A HOME OWNER THIS SERVICE THEY PROVIDE IS COMPLETELY UNACCEPTABLE

After ordering my Gallery Kendal Jura-Stone Fireplace Suite, I waited for an email to let me know when it would be delivered. 10 days later I had not heard anything so decided to call them. I was told that in fact that it would be delivered that day. Fortunately I was decorating and was in. The delivery man did indeed call 30 mins before arrival. However, as with some other reviews, I was under the impression that it was a 2 man delivery and will deliver it to the house. This was far from the truth, it was delivered on a pallet and was left on the front drive. He did wait for me to unpack some of the items to check it wasnt damaged. However that was the extent of it. After my daughter and I struggled to get it in side I opened boxes and realized to my horror that the colour was nothing like the photo and description. I called the helpline immediately and all they said was yes under the 14 day cooling off period for internet shopping I could return the goods. I was given an email address to send specific details to. I had to do this 3 times before I had an answer. I was then told that I would have to arrange for my own courier to send it back which I had to pay for. I was also informed that as I had free delivery, that would be deducted from the refund. I was also informed that they would want to inspect all items on delivery and any damage would also be deducted from the refund. After a few emails back and forth, I was informed that as a good will gesture they would not charge me for the original free delivery. This was only when I asked them to show me where in the terms and conditions it stated this. I have decided that after deducting a courier fee and having no faith in the company that it would arrive with no damage to keep the fireplace.

Their website seems professional, but they are anything but. At the moment they are advertising a £50 discount with every fireplace suite order. This is on offer until 4/1/15. When I went to order, the discount somehow didn't apply to me. The fireplace suite was worth £450. When I told them that their website is clear about the discount, the saleswoman said she would speak to her manager and get back to me - this of course never happened. When I asked questions about the fireplace they couldn't answer them too. Their salesmen and women seem to be money hungry but service poor. I have now gone to B&Q and ordered a similar suite for HALF THE PRICE.

I recently ordered some products from this company. My money was taken from my account and the status was shown as "processing". After 7 days of no delivery news and my account still showing as "processing" I called to find out where my products were. The man informed me that they are out of stock and will hopefully be delivered in 6 weeks time!!! Absolutely ridiculous, how can a company take money for goods available then not communicate this problem. Won't be using them again.

Fireplaces are us are TERRIBLE. They sold me a FAULTY cracked cast iron fireplace and won't replace it. Not only is it DANGEROUS but looks SHOCKING. They accuse me of being responsible for the damage. I'd of had to of dropped the fireplace from a LORRY to cause the crack – which is presumably what they did!! Of course on delivery - there's no time to check everything and things only appear in their true light as everything is unpacked. Please don't fall for their Virgin Money recommendation or pretty pictures. I'm now 1400 out of pocket!

I ordered a granite from Fireplaces.are.us. The delivery van had only one man who was instructed to make kerbside delivery only but he would not even do that. All of this is written in very small print in a hyperlink on the website. I asked for a refund and was told that I would have to pay an extra £40 to have the hearth returned. There are other companies that will actually deliver the product into the house and they are cheaper too.

I purchased a Gallery Brompton Fireplace for £399 this included a free firepit or Chimanea Free with all Orders is the blurb Also 2 man delivery was promised. Delivery was to be 7/8/14 At 1:30 that day i phoned to confirm, they could not give me any information bu promised to phone back They didnt.. my daughter telephoned me to say the fireplace was here but he could not lift it as he was on his own. I returnd from work to find a large very heavy box DUMPED on my driveway. NO FREE GIFT. I telphone to request my free firepit and I was told to shut up and listen. I paid by paypal and hve now requsted a partil refund. Will keep you posted DO NOT FALL FOR THIS romotion

So disappointed with this product - if anyone is reading these reviews thinking you will chance it because the products look so lovely....DONT, DONT, DONT! Fireplaces Are Us are awful! Yes, the products are beautiful, but the customer service is atrocious which is flabbergasting given the cost of the products. The delivery service is terrible. Complaints 1) Was informed they would not deliver to a second floor flat because their drivers were not insured above ground floor (these items are £1k - get the insurance!) 2) Was told product would be possible for me to lift with a friend - the boxes were filthy, one of them was over 100kg (requiring box to be unscrewed and broken down)and was also made from a broken pallet (splinters still left to prove it)whihc was then a real challenge to dispose of as didnt fit in the car. 3) Was the rudest delivery man I have ever met - he wanted to leave the pallet, fully shrink wrapped on main road as the step to the front door on the ground floor was considered a floor (!) - a stark contrast to the helpfulness of the other 14 deliveries from other companies as I moved in - most of whom I had spent considerably less than £1k with. 4) One of the limestone struts was broken - because of the packaging, this cannot be identified when the delivery takes place, leaving you with days of chasing their customer service team to get a replacement part - quite a challenge when your other discovery is that this can only be fitted by a professional (not clear when ordering the product) and you have to keep letting the workmen down as you dont know when you will get the part. No sense of urgency or apology. I cannot stress enough, do not use this company.

I bought a fireplace from these guys for nearly £800. The measurements given for the required chimney space were inaccurate meaning it didn't fit. The whole thing arrived with no instructions and literally needed to be put together by a qualified builder. Then we found out that it couldn't go against a stud wall (no mention if that on the website). We wanted it for decorative purposes only so it wasn't going to be a working fireplace. The stuff arrived and once we got it out of the crate a few weeks later, we realised that it was too large for our room. However after 7 days have passed their will wash their hands of you. No refund, no return and we weren't even allowed to swap it for a smaller one. My advice - learn from us. Go to a proper shop and buy one which you can see because if you make a mistake with this company it's tough. You are on your own.

ordered a fireplace package over the phone 01/11/2013 advised delivery would be 10-14 days and to expect a call from delivery firm. 14 days pass and no contact so recall and advised I had ben sent an e-mail 04/11/2013 informing me that the package would now be 4-5 weeks. queried this and checked spam folder then asked for the address they had sent to and they had typed my name incorrectly on start of e-mail. New delivery estimate was for early to mid December as container only due 02/12/2013. Contacted Castfires and ordered an identical mantel and hearth with different cast plate and fire with delivery estimate 19/11/2013 which fell in with the builder who had already ripped out the suite. Sent cancellation e-mail to Fireplaces are us early 15/11/2013 requesting money back due to their inability to deliver goods as promised. Receive call late Friday evening informing me delivery of fire would be Monday 18/11/2013 and just thought Castfires doing early delivery but lo and behold call on Sunday night fro castfires confirming delivery at 08:00 19/11/2013 on speaking to the lady who runs the business with husband she has confirmed they use their own van for deliveries and not Kenyons who called Friday. Get back in touch with Fireplaces are us 18/11/2013 and spoke to the same salesman who told me the fire was not in the country until December and he confirmed that it would be with me that afternoon. Told him I would not be accepting delivery as cancelled on his advice and reordered elsewhere and the other firm were fulfilling the order as promised. If only that was the end and money credited to account as I type its 27/11/2013 and despite the fourth call money still not returned to my account although they have said it has been processed yesterday. Wish I had read the reviews prior to purchasing. AVOID THIS FIRM LIKE THE PLAGUE.