"Quality Fireplace Suite"

Loved the fireplace I bought for previous house. Sadly they do not do that model any more. Fireplace World recommended two similar and we chose a fireplace suite Adam Burlington Electric in Oak & Charcoal grey. It is beautiful. Solid. You can have flames on even when you don't want heat on. It is very quiet too Nice quality. The 2 men who delivered it were unhelpful. When we bought our first fire from this Company the delivery men insisted they unpack it for us and they took away all the packaging and checked it worked. The were great. This time the men just dumped it in the room and left as quick as they could as it was the last delivery for them. When I asked if they were not going to unpack it they said they were not allowed to. So 2 pensioners left to do it. Not so great.

"Awful Customer Service"

We suffered such poor service from this company. We ordered a fireplace which was delivered to us damaged. For something which we paid so much money for we anticipated that it would have been quality checked before distribution but it was confirmed this is not usually the case. We called to arrange a collection of the item and for a replacement however they could not achieve this quickly and as a result we had to wait some weeks to arrange. We were clear on our availability however they appeared to arrange collection for a day when we had already informed them we were out of the country. About to board a plane we immediately contacted them to let them know there must be an error, to let them know this was causing us much stress and to ask for this to be resolved. Instead of a prompt response they decided to ignore our e-mail and when chased they said they did not want to cause us any stress so just had no bothered to respond.
Fast forward to today, they arranged a collection that we've received no confirmation of, have no idea when he's returning to pick up the fault item and then have been subject to a number of patronizing e-mails when simply trying to confirm what number we should write on the box.
To summarize their customer service is absolutely shocking and for us that's ruined the entire experience of purchasing from this company, we won't be using them again and would want others to beware. Quality is not checked and the customer service is extremely poor.

"Very disappointed with FireplaceWorld.co.uk"

I would give no stars if possible, item delivered over 2 weeks later than promised, probably only then because I contacted them many times, I was promised return phone calls with updates, none received from them, I sent e-mails for information on delivery etc, most of them ignored, price for the item was reasonable, delivery was fast once dispatched, I would not recommend FireplaceWorld.co.uk