"Excellent customer service"

I bought a hole-in-the-wall style gas fire to install into a brick chimney breast, but on reopening the chimney discovered that it had a flue lining, which I was not expecting. I contacted Fireworld to help source additional flue connector parts to suit the firebox I had purchased. I also needed the parts ASAP since I had Trades booked in all week to do the job.

No part = delayed finish, extra cost and hassle!

The representative at Fireworld totally understood the situation (I doubt I am the first person to be in such a position!) and was really quick to find the parts I required. They also talked me through the ordering process and arranged priority delivery so that the parts would arrive in time for the fitter to install.

In my experience, such an exceptional level of customer service is quite a rare thing and should never be overlooked.

Thanks to all at Fireworld.

"AVOID THIS COMAPANY AT ALL COSTS!!"

I recently bought a top of th range DIMPLEX SP16 ELEC FIRE from this company. The sales team were nice on the phone and it arrived quickly. Sadly I have a broken neck for the second time and on getting thennews it is irreparable I have had to re-organise the room so the fire would no longer fit. I rang the sales team again (as they don't have a customer service Line) I explained my unusual circumstances and told them th for was I pond and still in th box so requested an exchange for a smaller fire. They told me to put all of that info in an email to CS. I did this and was shocked at their response days later. They told me prior to returning the fire I would have to pay for another fire from them first...Then I would be charged a restocking and admin fee in total of £210 ( just under 50% of what I paid for the Dimplex fire!) and also that if the SP16 was found to be imperfect in any way I would not get a penny from them and would have to collect it myself from Liverpool!!!! I responded to this saying how unfair I found their offer and as a disabled person was disgusted by their lack of Cusromer care etc etc....fact I sent that email 26 times and THEY HAVE IGNORED EVERY ONE!!! They take you money then could not care less as don't even have staff to talk to to discuss any problems.....!!!! AVOID them...I CERTAINLY WISH I HAD READ THE RECIEWS FIRST!!!

"Flavel Calypso Plus gas fire from Fireworld"

excellent hassle-free service, speedy delivery by courier, helpful response to technical queries - would definitely recommend.

"Outstanding customer service"

From the moment we placed our order right through to delivery we were kept informed of progress. The wood burner stove was an excellent price and we would recommend Fireworld.co.uk. Ben in customer service deserves a special mention.

"Caution! Use only with trepidation"

Just received a crystal manhatton fire, received in good time as I was comunicating with the company on arrival, and they were responding to my emails within an hour or two. Partner checked fire, and all ok, I checked the fire and there were no fittings, instructions or logs, and the fire had some scratches to it, which when fitted would be concealed so not really an issue, but emailed fireworld to ask why the scratches were their and had I bought a returned fire along with a request for the missing parts,,only been a few days!! But I anticipate a nightmare trying to obtain these parts if going by other customers encounters once a cockup has been made.
UPDATE, what can I say. I got a call 3 days later, they apologised for not replying dut to I,T problems, they found my missing parts and received the next day, all is well.

"Terrible customer service!!!! DO NOT USE"

AVOID LIKE THE PLAGUE

Extremely poor customer service, catalog of errors and you are unable to speak with anyone who can actually do something.

1) Used their Automatic service to check delivery - NEVER RECEIVED AN E-MAIL UPDATE
2) Never received any response to e-mail requests to customer service for an update
3) Went through to sales for an update sometimes they were quite helpful sometimes they were atrocious
4) Either way whatever they said never materialised
5) Just got of the phone with them now and the term used by the sales girl was 'NOT MY PROBLEM'!!!

We placed the order 13th April and still unable to find out when it will be delivered (today 30th May).

"Excellent Products Prices and Customer Service"

I bought a Delta Halewood electric fireplace off Fireworld recently and just wanted to comment on the product and service I received. They quoted 10 days for delivery but to my amazement I received the goods within 5 days, very good quality, well packaged with no issues with good communication. I had a few queries over the operation of the fire and I found their customer services team to be very helpful and knowledgeable in answer my questions. Their price for this fireplace was the lowest I could find anywhere and they have a good easy to understand website with a lot of information compared to other websites I visited. All in all a very good company to deal with.

"BRILLIANT SERVICE PRODUCTS & PRICES"

I just wanted to tell others of my experience with Fireworld. I bought a hang on the wall electric fire from this company and I found them very helpful, knowledgeable, their products were the best prices I could find on the internet and the product is really good quality and does exactly what it says on the can. So to speak! I did talk to other suppliers on the internet offering the same fire but found Fireworld to be head and shoulders above the rest of them by a country mile! I have already recommended Fireworld to a few friends of mine and wouldn't hesitate to recommend them to anyone looking to buy a new fire.

"BEST PRICES AND SERVICE ON THE INTERNET"

I just wanted to say how pleased I am with my new fire and fireplace. I was recommended by a fried to buy from Fireworld and I have to say I wasn't disappointed at all. Their prices are the lowest on the Internet and their staff are extremely friendly and knowledgeable. I did have a problem with the fire when it was delivered as the trim had a dent in it but their customer services emailed me back after delivery and swapped it in a matter of days as they said they would. Now that's what I call excellent service! Well done guys! I have since recommended Fireworld to lots of my other friends and one I believe has just purchased from them also. It is a pity that more customers don't come forward to comment on how good service is as we can be very quick in this day and age to criticise and only write negative comments.

"Fantastic Company Fantastic Prices & Service"

I recently purchased a complete fire and fireplace from Fireworld and that was before I came across this review website! I have to say my experience was second to none. From the outset their staff were friendly and helpful and the delivery was on time without any problems. Communication was good throughout the order process and I would not hesitate to reccomend this company to anyone. Looking at the other reviews on this website they do surprise me but then again there are always 2 sides to every story I suppose!!!!!