Fireplace Factory Outlet Ltd Reviews 431

Great service delivery on time
Fire is great

thanks on time what i sent for thank u

Customer service is excellent . Delivery is very quick. Definitely 5 star service.

Really pleased with the fire surround.
First class service.

Fast and efficient service, goods exactly as described. Have bought from here before.

Received barilo bio ethanol stove today, very excited, didn’t last long as the actual bio burner was missing totally unusable, emailed their sales team which bounced back, then was kept on hold for 40 mins to be then cut off, not very good customer service, however I sent message by bit chat & received a reply this morning with an apology & have dispatched the burner part out asap, thank you for this & very much appreciated, definitely will use you again

I have ordered spare parts from these a few times and they are very reliable in both delivery and parts. Will always continue to order from these for my electric fire place

Very quick delivery, product in excellent shape for refurbished. Would use again without hesitation.

Easy to navigate website and find part I needed
Arrived safely and extremely prompt
Excellent service
Thank you

Still haven't received product, apparently Evri have 'misplaced it'. Totally unacceptable

Great fire and speedy delivery - thank you

Item as described and fast delivery

Arrived very quickly well packaged
Great price for fire yes has a couple of marks on the fire but for the price can’t complain would recommend

Easy to order with really speedy delivery. Product was well packaged and worked perfectly. Highly recommend.

Great communication, well packaged, not a mark on it.

AVOID AVOID AVOID
Ordered a fire and surround via eBay which was described as "slight cosmetic" wear which is defined as light scratches etc. However, the surround sent arrived damaged.

They blamed the courier even though the piece damaged had clearly been screwed in before and was at the bottom of the box with no other damage on other times.

After 1 week they agreed to send a replacmernt, gave me two options to choose from. I decided and the surround arrived today (20/10/2025.)

After opening the box, grateful that I was able to complete the fire set up, I came across a piece of the surround also damaged. I messaged these con artists again who recommended to use other parts from the other fire!!

I had a look at this and it became apparent this wasnt an option as the surrounds have to two differnt finishes.

They also claimed, upon my asking, that they can assure me they "check all items." If this were the case how have I ended up with TWO damaged surrounds?!

No doubt the saga will continue.

EDIT:

Company says the item was damaged during transit but how is it that the damaged parts were hidden under the parts that weren't damaged? In addition, you can excuse this once but TWICE the surrounds were damaged.

In my review I mentioned that the resolution offered was a replacement which arrived also damaged and the company suggested I mix and match two different sounds to make a full undamaged surround.

Finally, factory seconds... you advertised this as "slight cosmetic scratches" the items you sent are unusable and damaged. This is not how it was advertised. If it were, I wouldn't have purchased.

Company has now arranged collection of all items and will refund me.

Stay clear of this company.

The delivery man was well mannered polite and put me at ease I was so anxious fantastic service I highly recommend thank you so much

Was kept updated easy to order

Order was processed very quickly , arrived in two days,,,good correspondence, and the item was excellent,,