Fireplaceproducts Reviews 12

I have an old flue system that needed a cowl replacement but wasn't sure which is suitable and whether the sizing is still the same, so I emailed fireplace products nearly a dozen times to establish a suitable cowl. Every email was promptly replied with all the details needed including photographs to satisfy my queries. When I finally managed to place an order, I was advised it may take up to 10 days because it had to be ordered in, but it arrived to me in just 5 days! I would like to thank Jano for being incredibly patient and supportive to me all the way through. I look forward to being a returning customer in the future.

Easy to navigate website and reasonable (but not the best) prices.

Unfortunately, despite showing in stock at the time of order, my item apparently wasn't. In fairness, I did get an email quickly advising that there would be a delay and although I responded with the latest date I needed the order fulfilled by, it wasnt. The item did eventually arrive but was too late to be used for its intended purpose.

As its a cheap item and something I can probably use for a different project I'm not massively concerned but I won't order from here again.

The link emailed to me for feedback doesn't work, hence the TP review instead.

What’s not to like - absolutely nothing!
Huge range of products with in-depth product description online. Ordered 2 samples just to be certain and these arrived quickly. Actual beam with corbels was delivered super quickly and the delivery chap was an absolute delight - so friendly and helpful and bang on the beginning of estimated delivery time. When the phoning office to pay, the young lady was equally as pleasant and efficient. As for the fireplace mantel you ask, it’s perfect. Colour is spot on and the actual design and construction couldn’t be better. We are so pleased with our purchase and have no hesitation in recommending Fireplace UK Ltd.

Please be aware of their warranty/return policy before purchasing! It is only a 14 day warranty from delivery (or 30 days depending which email you believe)... In addition to this the company has very poor customer communication as they never return phone calls or emails. At one point we were told we would get a replacement and the next moment the case is closed because they have discontinued the product.We are now unfortunately having to seek legal advise...

Ordered a fire guard from Fireplace Products website. Several companies offered the same products but chose them for good price and free delivery. Very good communication ahead of delivery. Product received very well packaged and as described. Happy customer.

Ordered online and Genuinely some of the best customer service I’ve ever experienced. Contacted Them for advice and extra parts the builder required and first class through out. From ordering parts to advice on the dimensions of my fire place they were happy to help and went the extra mile, if they were a supermarket, I’d be a weekly shopper for sure.

I am very happy with the customer service i have received from Fireplace Products. My order was long but the girls on the phone were so happy to help me out, and they quoted a great deal!

Very happy indeed :)

Very unhappy to have received what I believe is an ex-display or similar, definitely not new product judging by packaging, grubby exterior, thick dust and spider webs.

Complained, they asked for photo's but by this time I'd cleaned it (vacuumed & washed). Even had to use a car restorer to remove exterior marks.

Of course could have returned it - if it was broken I would have, but a lot of hassle to return a palletised product when it worked, but just looked like it was secondhand.

Never heard from Fireplace.co.uk again.

Maybe I was unlucky but don't think it is acceptable to pass not-really-new off as new, should have advised of this in first place.

Cannot recommend Fireplaceproducts.co.uk.

I had really excellent Customer Care from Jane at FireplaceProducts. She looked after me from the start of my order until it completed one month later. My order had to be made by the manufacturer, so it took sometime to come. Jane kept me fully informed during that process with regular email updates. Jane even ensured that the order was delivered at a convenient time. I was fully informed by the Despatch Team of this. I have nothing but praise for Fireplaceproducts. Thank you.

I ordered my Flavel CV15 Multifuel Stove and boiler from Fireplace Products on 23rd April 2018 and arranged that delivery would be by the 8th May. On the 3rd or 4th of May I phoned to confirm that the delivery would be on schedule, only to be told that although they thought they had placed the order with the manufacturer, there was no record of the order being placed. To their credit they did then place an the order with the manufacturer on that day, and arranged that I would get my boiler only a day or two late. However this meant that I could not get it fitted when originally planned as my HETAS registered fitter was unable to reschedule other work he had. As there was other building work being carried out on the premises we stored the undamaged, palleted, package securely in the builders yard at the back of the premises with the rest of the fixtures and fittings we had purchased for the house as it was being refurbished.
I re-arranged with the HETAS engineer to have the boiler fitted on the 6th June and that afternoon when we removed the packaging from the Flavel CV15 Multifuel Stove, we discovered that there was a crack in the faceplate glass in the door. On examination it was obvious that the damage had been caused by one of the corner retaining screws being over tightened and causing the crack to spread across the glass from this point.
When I returned home I phoned Fireplace Products to explain that the glass had cracked need to be replaced. I was asked to provide photographic evidence of this. I agreed to do this but explained that I would not be back on site for a day or two and that I would get the pictures they required then. They agreed that that was O.K. In the early hours of Friday the 8th June I sent them photographs showing the crack. Later that morning I received a reply from Fireplace Products,saying that they could see the crack in the glass, but that as it was over the time they allow from delivery to my reporting the damage they would not replace the glass.
I agree that we had left it outside the time stated in their terms, but, as it was the belated delivery that stopped us opening and installing the boiler on the intended date, and the fact that the packaging was completely undamaged, it seemed safest to store it, in the original packaging, until it could be fitted.
I feel that it is very unreasonable for Fireplace Products to expect me to pay £38.00 to replace a glass panel that was obviously damaged either at the time of assembly or in transit. It is due to their original late placing of my order that the boiler was not unpacked and fitted on time. Subsequently it is because they expected, and made, me pay the £38.00 to replace damaged goods, after a delay attributable to them, that I give Fireplace Products this 2 star rating.

Order a small fireplace companion set online with this company,paid with Paypal and received order confirmation.Waited 3 days heard nothing so contacted them via online chat,told they can't supply items from a particular manufacture anymore of which they had over 30 items displayed online, so asked for a refund still waiting for it to go through my Paypal account one week later..avoid these lazy lot for not bothering to update their website and make me waste time and effort..

Ordered a Gazco rear flue pipe on line. 1 week later I followed up to see when I should receive delivery and was advised that this is on back order and it will take about 2 weeks. However I received no email, no call to communicate this delay.

Poor service in my eyes.