I had a problem with the fire that I ordered and this was dealt with by Lee extremely speedily and satisfactorily. Unfortunately this resulted in a further issue and this time was dealt with by Jake,... See more
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I'm more than pleased with my purchase of a black Burley Cottesmore Fire Basket. I'd looked everywhere for this style of electric fire and no luck until I found HotPrice via "Handyman" shop's Glen,... See more
Company replied
Very unhelpful customer service team when I made an enquiry to see if a fire could be delivered to an alternative address. Simply no, no, no even when I offered up an alternative workaround.... See more
Company replied
Thank You All At The Heat Depot! Our experience buying our Flametec Alto Electric Stove from you was a real pleasure We visited a few showrooms prior to yourselves and nobody came close on you... See more
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Company details
Written by the company
The HotPrice team has benefited with over thirty years combined experience in all aspects of the fireplace industry including sales, manufacturing and installation. This website was established in 2006 and has evolved into one of the UK's leading online companies selling top brand fires, fireplaces and stoves at discounted prices. Our expertise and strong relationships with fires and fireplace manufacturers allows us to provide top quality products at unbelievably low prices whilst giving the customer the level of service exceeding what they would expect from a high street store. Our Mission: To offer a level of customer service that is unsurpassed in the online shopping community To offer the UK's widest selection of leading brand fires & fireplaces available online To offer customers a real alternative to shopping on the high street without compromising on quality and service To offer customers huge savings off typical high street prices To offer a web site with informative product descriptions and clear, quality images for each product To offer honest, friendly and impartial advice Last but not least, we really value your custom. We work on a very simple business principle, if we can deliver products and services that totally delight you then you’ll tell other people about us and you’ll probably come and buy from us again.
Contact info
Harpoon House, Sharp Street, Middleton, M24 1AD, Manchester, United Kingdom
- 0161 822 8484
- sales@hotprice.co.uk
- hotprice.co.uk
4.3
Excellent
208 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
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I would highly recommend Hotprice they…
I would highly recommend Hotprice they deserve more than 5 stars. I ordered a Dimplex optiflame 3d fire I had quite a few problems with the fires and Hannah was fantastic she contacted the suppliers on a number of occasions and in the end Hannah got me a replacement. We had numerous phone calls and emails and nothing was too much trouble for Hannah she actually felt more like a friend in the end. I wish there was more companies like Hotprice with excellent first class customer service with people who care.
February 2, 2023
Unprompted review
Reply from HotPrice.co.uk
Good morning Jane,
Thank you for your review!
We're delighted to hear that you were happy with the service Hannah provided and that a replacement fire was arranged for you, she will be so happy to read such kind comments.
Thank you for choosig to shop with us :)
Kind Regards,
Lee
Perseverance and satisfaction all round!
We ordered a Dimplex Braemar ‘Optiflame effect’ fire from Hotprice. In error, the wrong model was delivered so we contacted Hotprice and within a few days Hannah arranged for the correct model to be delivered. The box was undamaged and we carefully unpacked and installed the fire. It fitted perfectly into our fireplace and the flame effect was excellent. We switched off the fire as not ready to use it and in the evening, switched it back on. Within half an hour we were horrified to see the flame effect had frozen. The next morning we phoned Hotprice and Hannah asked us to send her a video. She then emailed to let us know she was contacting the suppliers / manufacturers and would let us know when she had any news. Hannah did keep us updated and on 3/12/22 she emailed us to say a replacement fire would arrive on 7/12/22 and ‘frozen flame effect’ model would be collected on 12/12/22. Due to Royal Mail strikes, it didn’t arrive until 8/12/22 and we were going away. We arrived back on 11/12/22, carefully unpacked it on the 12/12/22 from an undamaged box and this time we found a circuit board containing the top light, hanging down inside the fire! Once again evidence was sent to Hotprice who replied immediately saying they would send the photo to the suppliers to forward to the manufacturers. Within a few days the replacement fire arrived and faulty fire was collected.
3rd time lucky, our beautiful fire now provides a great focal point in our lounge - it was well worth waiting for!
Hannah and the Hotprice sales team could not have done more to help resolve the problems and they kept us informed all along. Thank you so much Hannah and Hotprice,
Alan and Andrea Pullin
December 20, 2022
Unprompted review
Reply from HotPrice.co.uk
Good afternoon Mr & Mrs Pullin,
Thank you so much for taking the time leaving us your review!
We appreciate your feedback on your recent purchase from us and it is unfortunate there was a picking error with the suppliers and damage occurred in transit with the second replacement fire.
We're delighted that Hannah and the sales team resolved this for you so quickly.
We hope that you enjoy your new fire and thank you for choosing to shop with us :)
Kind Regards,
Jake
Thank You All At The Heat Depot!
Thank You All At The Heat Depot!
Our experience buying our Flametec Alto Electric Stove from you was a real pleasure
We visited a few showrooms prior to yourselves and nobody came close on your Customer Service.
Your warmth knowledge and professionalism was exemplary.. and the Stove is fab !!
Thanks Again
Margaret and Alan Hearn
December 5, 2022
Unprompted review
Reply from HotPrice.co.uk
Good morning Mr & Mrs Hearn,
Thank you for taking the time in leaving us a 5 star review!
We're extremely pleased that you were happy with the service our team provided.
Thank you for choosing to shop with us and we hope that you enjoy your new stove :)
Kind Regards,
Ben
First class company.
Purchased a Dimplex Torridon electric fire from this company for a very good price, was very pleased with the ordering process and a phone call to arrange a delivery date, 1st class service.
November 18, 2022
Unprompted review
Reply from HotPrice.co.uk
Good morning Mr Rogers,
Thank you so much for your 5 star review!
We're extremely pleased to hear that our team provided an overall first class service for your recent fire purchase.
We hope you enjoy your new electric fire!
Kind Regards,
Hannah
Great price and service
Great price and service. The fire arrived in perfect condition and very quickly. Very happy with everything
November 8, 2022
Unprompted review
Reply from HotPrice.co.uk
Good morning Mr Bradshaw,
Thank you so much for taking the time leaving us a review.
We appreciate your positive feedback and delighted to hear delivery was scheduled quickly for you.
We appreciate your custom.
Kind Regards,
Lee
"TOP NOTCH" service from start to finish
Ordered a Dimplex opti-myst fire which arrived as agreed, great. One of the parts in the fire was broken, though there was no sign of damage to the external box nor the box it was packed in. I emailed Hotprice straightaway and got an instant reply from Sharon saying she was contacting the manufacturer. Great. By the end of the day an email arrived from Sharon to saying dimplex was sending out a replacement. Great. 2 days later the part was delivered and the fire looks amazing, just like the service I received from Hotprice and especially Sharon, amazing. Buy with confidence "TOP NOTCH" service from start to finish.
November 11, 2022
Unprompted review
Reply from HotPrice.co.uk
Good morning Mr Crook,
Thank you for taking the time to leave a review, we are so sorry that you had an issue with delivery damage however I'm pleased Sharon sorted it out so quickly and efficiently for you and that you were happy with the service we provided. Customer service is very important to us and I will certainly pass on your kind words to Sharon.
I hope you have years of enjoyment from your fire
Take care, Lee
DO NOT BUY FROM THIS COMPANY
November 11, 2022
Unprompted review
Everything arrived on time
Everything arrived on time. Very pleased with the wood burner and free gift.
September 23, 2022
Unprompted review
Reply from HotPrice.co.uk
Good morning,
Thank you for review!
We are delighted to hear that you are pleased with your new wood burning stove purchase from us.
We hope this brings you many years of enjoyment!
Kind Regards,
Jake
Could not have done better
Excellent customer service from the first contact with lady on the phone to being delivered.
Kept up to date the whole time and arrived when said it would.
The appliance was in good order no damage, not yet fitted so can not score on performance.
October 14, 2022
Unprompted review
Reply from HotPrice.co.uk
Good Afternoon Mari,
Many thanks for your review.
We're delighted to hear that you found our customer service excellent.
We really appreciate your custom.
Kind regards,
Karl
Very poor customer service
Very very disappointed with this company the sales team Hannah Galloway was very unhelpful and rude when I was asking for help after the van driver abandoned the goods I ordered on somebody’s else’s private property. I did not expect this level of poor service. I would avoid using this company, if you can’t avoid them expect poor service.
October 25, 2022
Unprompted review
Reply from HotPrice.co.uk
Good afternoon Mr Edwards,
The items you ordered were delivered to your property – to the nearest point accessible due to you having a gravel drive.
Delivery information for goods arriving by a pallet are displayed on our website for you to view prior to ordering. We also send delivery instructions explaining this once an order is placed and request customers advise us of any access restrictions prior to delivery which you did not respond to. The driver also advised that as with any pallet delivery, the pump truck is unable to move over lose surfaces such as a gravel drive.
The delivery driver did his best to get it as close as he could and left it in front of the gates to the drive you asked him to deliver to. You called us to complain and were extremely rude to Hannah stating “it was our fault for sending an elderly man to deliver your goods and she didn’t know what she was talking about”, at the same time you were heard being rude and arguing with the driver. You called Hannah unhelpful because it wasn’t possible to deliver to your doorstep.
Customer service is at the core of our business however for the reasons outlined it just wasn’t possible to comply with your request unfortunately.
Hunter Herald 5 Slimline Eco Wood Burning Stove
Fantastic service from start to finish. Ben helped us pick the perfect burner out of huge number they have on display in the showroom (which we would happily move into.. well smart!).
Kirsty came to measure up shortly after we placed the order for two different spots in our house as we weren’t sure where best to put the new burner.
The guys turned up bang on time this morning as planned. Dermot and “dereck” 😂 were very polite and have done a fantastic job. We absolutely love our new burner and have already started to reckoned friends and family.
Jenny and Tyla
October 14, 2022
Unprompted review
Reply from HotPrice.co.uk
Hi Jenny,
Thank you so much for your lovely review of how we performed with your recent purchase.
We're really pleased that you got help from Ben and Kirsty when choosing your stove and the lads did a fantastic job when fitting your stove.
We really appreciate your custom and thanks for choosing to shop with us!
Kind regards,
Karl Compton
Stovax Burner 5⭐
I Recently Purchased our Stovax Burner from Hotprice and it was cheaper than any other supplier.
The Burner was Delivered Promptly including our free Fitters Kit, unfortunately the Flue system had arrived Damaged, however this was a fault with the delivery company not hotprice. After contacting hotprice we spoke to Hannah via phone and email and the problem was solved immediately, the next day our replacement Flue was shipped out and arrived in perfect condition, I would highly recommend this company with how swiftly they solved our problem, they responded to our emails within minutes and even called me to keep me updated. 5⭐
October 12, 2022
Unprompted review
Reply from HotPrice.co.uk
Hi Joshua,
Thanks for your feedback on your recent purchase of a Stovax Wood Burning Stove.
We appreciate your understanding when the original flue sustained damage in transit and It's good to hear that the replacement Hannah arranged arrived promptly.
Thanks for choosing to shop with us.
Kind regards,
Karl
Very unhelpful customer service team…
Very unhelpful customer service team when I made an enquiry to see if a fire could be delivered to an alternative address.
Simply no, no, no even when I offered up an alternative workaround.
No sorry I have been unable to assist - just nothing .
Would not recommend this company as manners do not cost anything.
If anybody would like a company that is very helpful and goes above and beyond to assist its customers - try legend-fires.com
August 22, 2022
Unprompted review
Reply from HotPrice.co.uk
Hi Lisa, you enquired if we deliver to the Isle of Man, I advised that we don't unfortunately but we can deliver to a mainland UK residential address you asked if we can deliver to a shipping agent, I apologised and reiterated it has to be a residential address at which point you stated that's horrendous and terminated the call before I was able to explain this is because they don't unpack and check goods have arrived safe and sound before forwarding them but as they sign for them as in good condition this leaves the customer unable to claim replacements for damages as there is no point to determine where this may have happened. I hope this clarifies our position. Take care, Jake.
Wall inset electric fire
I found the electric fire that I wanted at a good price on the web site. Ordering was easy and delivery was very fast. I have delayed writing my review until installing the product, but it is now in place and I am very happy with it.
August 22, 2022
Unprompted review
Reply from HotPrice.co.uk
Good morning,
Thank you for taking the time in leaving us a 5 star review!
We're extremely pleased that you were happy with the service our team provided and that you received your fire quickly.
We hope that you enjoy your new fire :)
Kind Regards,
Louise
Excellent service
.ordered fire on Wednesday ,follow up call and delivery
Arranged On Thursday, delivered on Friday am. as
arranged cannot fault service at all,
August 2, 2022
Unprompted review
Reply from HotPrice.co.uk
Good morning Brenda,
Thank you so much for your 5 star review!
We appreciate your feedback on the service our team provided and hope that you enjoy your new fire :)
Kind Regards,
Hannah
Great service, great fire
I enquired about a particular gas fire and received a very prompt reply saying it was in stock and could be delivered within two days. It arrived as promised in excellent condition, has now been installed, looks great, works as it should, and so I'm a happy customer. Before ordering I took note of the reviews, including the negative ones, and was pleased to see this company responding to them with their side of the story, which suggested to me that they provided a good service and were prepared to defend their reputation when it was unfairly challenged.
June 23, 2022
Unprompted review
Reply from HotPrice.co.uk
Good afternoon Mr Winterburn,
Many thanks for taking the time to leave us your review!
We're delighted to hear that you are happy with your recent purchase from us and appreciate that you taken the time to read through our positive/negative reviews, as we always like to maintain our brilliant reputation.
Thank you for choosing to shop with us!
Kind Regards,
Lee
WE ORDERED EKO6010 FLULESS GAS FIRE LPG
We ordered a LPG fire from HOTPRICE there service was brilliant we would 100 percent use this company again we had a little problem but Lee got on to it right away and was solved within 3 days.So we would like to thank the company and would recomend them.
Eric&Marion Scotland.
June 14, 2022
Unprompted review
Reply from HotPrice.co.uk
Hello Eric & Marion,
Thank you so much for your 5 star review!
We appreciate your positive feedback and are delighted to hear the problem was resolved so quickly.
We will pass on your comments to Lee for you.
We hope you enjoy your new stove :)
Kind Regards,
Jake
Terrible company
Terrible company, avoid at all costs.
We purchased a fire surround that arrived heavily damaged and the company neglect to deal with the problem. Their exact words were ‘it is not faulty and is fit for purpose’. The item is heavily damaged in several places. Protected under consumer law yet the company do not adhere to this. The matter is now been dealt with via my bank. We have now taken our custom elsewhere and are much happier with the service.
May 26, 2022
Unprompted review
Reply from HotPrice.co.uk
Mr Ives,
Your review omits pertinent facts which we have listed below.
Our website provides detailed information regarding delivery for you to view prior to ordering and we adhere to consumer law.
After you placed your order online with us you were also sent a link to the delivery information on your order confirmation.
The fireplace was delivered direct from the manufacturer in their own van on a premium 2-man delivery service. You accepted and signed for the delivery in good condition.
2 months after receiving your fireplace, you contacted us to say it was damaged and you wanted a replacement.
Damage can occur after customers receive their goods. For example, manoeuvring around, if you’re having renovation work carried out, during installation etc. This is why we send you instructions to follow when you delivery arrives which would prevent issues like this but you failed to follow them.
Surely you can appreciate that due to the timeframe from accepting the fireplace and notifying us that it is damaged is past this time? We believe you would receive the same response by any other supplier if you notify them over 2 months after signing for the item in good condition.
However, despite this, as a gesture of good will the manufacturer agreed they would collect and replace the fireplace. You opened a case with PayPal so we responded to you via Paypal advising you of this and asking for dates to collect and deliver a replacement, you did not respond so Paypal found in our favour and have now closed the case.
As you have now purchased from another company we have requested a collection only and this will take place w/c 13th June, you will be contacted the week prior with a date, once we have confirmation that the collection has taken place we will refund you via Paypal.
Excellent advice and outstanding…
Excellent advice and outstanding customer service. Delighted with the fire. Highly recommend this company.
May 16, 2022
Unprompted review
Reply from HotPrice.co.uk
Good afternoon Pat,
Thank you for your review!
We are delighted to hear that you are happy with our customer service and experience shopping with us!
Kind Regards,
Sharon
Reply from HotPrice.co.uk
Hi Kim,
Many thanks for taking the time in leaving us a 5 star review.
We appreciate your custom and hope you enjoy your new fire :)
Kind Regards,
Hannah
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