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
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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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Seamless contract with Kirsty from…
Seamless contract with Kirsty from entering The Heat Depot in Middleton Manchester, to viewing, purchasing and the installation of a beautiful wood burner. There is so much to choose from. A full explanation was given regarding suitability and fitting. Competitive price offered and as for the wood burner fitters, Dermot and his young assistant worked hard all day and never stopped and it was heavy,dusty,dirty work. ( Do make sure you give them plenty of drinks).
I am so pleased with everything and would not hesitate to recommend them.
Mrs Deaton dated 29/3/22
March 30, 2022
Unprompted review
Reply from HotPrice.co.uk
Good afternoon Mrs Deaton,
Thank you so much for you generous review!
We are delighted to hear that you are happy with our service from start to finish, we endeavour to bring the best service that we can to our customers.
Thank you for choosing us.
Kind Regards,
Louise
Not a scam…… but a terrible company.
They did a very perfunctory survey, and the staff member did not even notice that the gas pipe running into the existing fire was too small for current legislation. She pointed to a lead pipe at the meter as a possible issue, but nothing about the existing fire. When the fitters came, they spotted the problem immediately and commented to my wife and I that the staff member was no good at surveys and this kind of thing is happening all the time. The fitting could not go ahead and the fitters left after less than an hour. When I tried to sort the problem out they offered me solutions that were £500-£1000 more than I had already paid.
Trying to get my money back, they then charged me £250 “installation” costs, when no installation was done. They even tried to argue that they had fixed my existing fire and left it working, which is simply a lie. £250 for less than an hour’s work is disgusting. When I tried to argue, the fitter apparently denied what he had told my wife and I and suddenly the survey had been perfect, and it was all my fault.
Unbelievably poor customer service from the moment they had taken my money, and absolutely denied anything was their fault.
UPDATE.
As with many the negative reviews of this company I have seen, the reply takes no responsibility, and blames the customer. Not good customer service. I hope the £250 charged was worth the negative publicity. I have also seen no sign of the refund of the remaining balance. They promise it will be made quickly then….. nothing.
March 16, 2022
Unprompted review
Reply from HotPrice.co.uk
Dear Mr Lloyd,
I’m sorry you feel that way however your account of the events is inaccurate. We do not believe the survey was in anyway ‘perfunctory.’ The chosen appliance has adequate ventilation, termination was suitable, hearth sizes were fine – the only potential issue was highlighted that the lead on the meter could be causing a restriction and would need to be tested on the day, in conversation when asked if there had been any issues with the current fire we were told that when working it had a full flame and there had never been any issues previously to note. The pipe at the existing fire is 15mm copper which if everything before that was okay then we wouldn’t have had any issue. We saw lead at the meter and copper at the fire and our surveyor explained that although lead has a larger outer diameter it has a smaller internal diameter.
On order we’ve discussed the installation details where we’ve stated that the Gas would be tested on the day and any additional works would be then quoted for which is exactly as we have done. We’ve discussed doing a new gas run of nearly 30 meters, we’ve also offered to take back the stove and exchange it for an LPG version and quoted for a changeover kit, flagstone and 6m gas run at cost so I’m unsure what more you feel we could have done.
When tested alone there was 10.5mb which I way under what is required. When the pipe to the existing fire was tested in conjunction with other appliances, we were unable to test further as the fire completely cut out when running the hot water. £250.00 is not for an hours work, this is for the day lost due to existing issues on your property. A problem which was highlighted and discussed prior of which the level of uncertainty accepted on order. It is only due to the installer’s diligence that we have not installed the stove first and tested the gas at the end of the day when making the final connection which would have left you with a fitted but uncommissioned appliance.
Karl
When I first contacted HotPrice about…
When I first contacted HotPrice about the possible purchase of an electric fire, I had one or two queries which I required answers to before making my decision. Hannah was most helpful in obtaining the answers I needed. This involved contacting the manufacturers on my behalf and passing on photos of the fire and spacer for me to look at to set my mind at rest. She always answered my emails promptly and efficiently to enable me to place my order without undue delay. My fire has now been delivered and installed and I am more than pleased with it. I can't praise Hannah highly enough for the way she has helped me throughout this process. Thanks Hannah
March 8, 2022
Unprompted review
Reply from HotPrice.co.uk
Good Afternoon Mr Richardson,
Many thanks for taking the time to send us feedback.
We're delighted that you had a positive experience when purchasing from us. It's great to hear that Hannah looked after you and was able to help you choose your fire.
Thanks for shopping with us!
Karl
I cannot recommend Hot price enough 5…
I cannot recommend Hot price enough 5 stars is the only rate they could get. I would have given 6 if possible.
Hannah was fantastic throughout the sales proceedure even contacting the suppliers on a number of occassions just to make sure the dimensions were correct.
Cannot praise the lady enough, if only all sales staff were like her life would be so much more pleasent and stress free. Thank you!
March 3, 2022
Unprompted review
Reply from HotPrice.co.uk
Good Afternoon Alan,
Thank you for your lovely comments.
Hannah will be pleased to read your feedback! So glad that your purchase was pleasant and stress free and we're glad to have been given the opportunity to help!
Enjoy your new fire!
Karl
Excellent Service
Excellent Service. Ordered an electric fire on line, and the same day received a telephone call from the company to arrange a delivery date, and the product came on time as per arranged. Would do business again.
February 24, 2022
Unprompted review
Reply from HotPrice.co.uk
Hi Marie,
Thank you for the review.
We are glad that you found your purchase with us was easy and delivery was scheduled on time for you.
We appreciate your custom.
Kind Regards,
Jake
Made an order with this company which…
Made an order with this company which was fantastic value but unfortunately the delivery company made a mistake with the delivery and didn't deliver all the parts.
It was a mistake on their side not Hotprice.
I contacted Hotprice and there customer service guy Jake was absolutely fantastic.
He sorted the problem and had my missing part delivered 4 days earlier than the courier company had offered.
Very pleased to say the least.
February 16, 2022
Unprompted review
Reply from HotPrice.co.uk
Good afternoon Justin,
Thank you for taking the time in leaving us your generous review.
We appreciate that you understand the error with the carriers upon delivering your order and that Jake dealt with this efficiently for you.
We hope that you enjoy your new fireplace :)
Kind Regards,
Sharon
Excellent service
Excellent service , great communication and prompt delivery.
January 18, 2022
Unprompted review
Reply from HotPrice.co.uk
Hi Shaun,
We are delighted to hear that you were happy with our service and quick delivery of your fire, It means a lot that you took the time to share your positive customer service experience.
Kind Regards,
Lee
Outstanding Customer Service
Had questions before ordering called customer services who were very helpful and placed the order on the same call, fire arrived a few days later as expected is now fitted and looks great. Will recommend to others.
December 15, 2021
Unprompted review
Reply from HotPrice.co.uk
Hi David,
Thank you so much for your lovely review. We're extremely pleased that you were happy with the service we provided.
We hope that you enjoy your new fire :)
Kind Regards,
Louise
DO NOT BUY FROM THIS COMPANY!!!
DO NOT BUY FROM THIS COMPANY!!!
If I could give zero stars I would.
I was lied to about delivery, which ruined the job, costing lots of money! Apparently despatched does not mean it’s getting sent out, but rather it’s going to be ignored until you call again and complain!
December 8, 2021
Unprompted review
Reply from HotPrice.co.uk
Good afternoon Michael,
We appreciate you are disappointed with that delivery timeframe however, we consider your negative review is unfair and inaccurate.
We advised you that your order would leave the distributor on Monday or Tuesday and once it had left, the freight company will call you directly to arrange a suitable delivery date.
You contacted us again today to advise that you haven’t received a call regarding delivery and wanted to know why you were told this will be despatched Monday. We referred to the notes on your order and advised the distributor confirmed to us that your order was being despatched Monday or Tuesday, the suppliers gave us this information I can assure you that we do not lie to our customers.
We contacted them again for an update and was advised the carrier would collect your order from them today and the earliest delivery could take place was Monday We asked if it was possible to do a next day delivery or deliver any quicker than Monday however due to the sheer volume of freight and lack of drivers the carriers are struggling so your local depot are not currently offering this service.
We apologised a number of times for the delay unfortunately the suppliers did not make us aware they were despatching a day later than advised and again we offer our apologies for the short delay.
We can see that your order has been successfully booked in for delivery to you on Monday 13th December as requested.
ABSOLUTE SCAM COMPANY
ABSOLUTE SCAM COMPANY. DO NOT USE. Their goods are cheap and shoddy, terrible customer service, they do not call you back once you have placed the order. They operate under " The Heat Depot" , " HotPrice.co.uk" and "Flames". They are all a SCAM company used to supply poor quality products and refuse you your customer rights. Bought from HotPrice.co.uk but they put the invoice and payment through on The Heat Depot and then said I don't have any legal rights to a refund. Lost a substantial amount of money.
December 6, 2021
Unprompted review
Reply from HotPrice.co.uk
Dear Mr Williams,
Your libellous and malicious reviews, which you have duplicated on several platforms, are both incorrect and directed to the wrong company profile.
You visited ‘The Heat Depot’ showroom and placed your order in store. You purchased a gas fire and a hearth which were not stock items and were ordered specifically for your requirements. You were made aware by the staff member and also on your showroom order confirmation that they would be non-returnable. We discussed in store this condition on both of your visits. You placed your order on this basis.
A week after placing your order in the showroom, you contacted us to request changing to a different fire and that you no longer wanted the hearth. As a gesture of goodwill we offered to fully refund and cancel the hearth from the order as it hadn’t been made yet. The fire we had ordered in especially for you had already arrived at the showroom so we gave a cost to change to a 4-sided trim and return the 3-sided trim to the manufacturer. We offered a solution that gives you exactly what you now requested however, this does come with additional costs which we are unable to offer free of charge.
You are now suggesting that you purchased via a website for the sole purpose of taking advantage of the right to cancel a distance contract or off-premises contract so that you can get a full refund for the goods you ordered.
As for the ‘cheap and shoddy goods’ comment, you’ve yet to collect your fire and were able to view a display model in store prior to purchase. This statement simply highlights your attempts to be as deliberately deceptive as you have been with emails back and forth. These reviews read near identical to comments you’ve left for other retailers.
We’re a busy showroom but make it a priority to reply to all calls and emails in a timely manner. We called to update you confirming that the fire was here on Thursday lunchtime, you then spoke with Kirsty around 15:00 requesting to cancel the hearth, you then emailed us at 15:14 and we responded at 15:23. Our voicemail service has nothing from you at all. Every email on Thursday, Friday and Sunday has been responded to within the hour.
Hannah was very good at communicating…
Hannah was very good at communicating and keeping me updated. She clearly takes her job seriously and cares about what she does. In this day and age these experiences don’t go unnoticed for me. Quite the contrary. Good customer service needs to be applauded. I don’t want to deal with big corporates who won’t talk to you and who employ staff who are paid low salaries and so don’t care or factor in accountability. We are human beings and as much as online ordering has streamlined the retail industry it’s forgetting about the end user and his/her interaction. If you can pick up the phone and have a pleasant conversation with a real person it makes the whole affair that little bit more enjoyable. So well done Hot Price, for employing Hannah 👏🏼
November 21, 2021
Unprompted review
Reply from HotPrice.co.uk
Good afternoon Michelle,
Many thanks for your lovely review!
Hannah will be delighted with your kind words and we are all extremely pleased to hear that you were happy with the service she provided.
We strive to provide professional customer service with personal approach and it is always great to receive positive feedback acknowledging we've accomplished this.
Many thanks for choosing to shop with us!
Kind regards,
Matthew
Legend garden cube
Ordered a legend garden cube outdoor log burner. Great service delivered and put in place and shown the best way to use and clean it. Fire is really good quality stunning to look at and gives out so much heat so much better than our old fire pit!
November 2, 2021
Unprompted review
Reply from HotPrice.co.uk
Hi James,
Many thanks for taking the time to write a review on our service on your recent purchase of a Legend Garden Cube. It's a great products and glad you like it!
Kind regards,
Matthew
Fire of my dreams!!
This is the second time I've used HotPrice for a fire.... amazing service... showroom is lovely and the sales guys are really helpful & non-pushy! I had an idea in mind and they helped me design and model to better than id expected. Install was well planned & communicated, derlivered on time and non-messy! I'm so pleased with my new fire, cant stop showing it off and looking at it! Cant recommend this company enough.
October 29, 2021
Unprompted review
Reply from HotPrice.co.uk
Reply from Flames.co.uk
4 minutes ago
Good afternoon Jody,
Thanks for shopping with us again for your new fireplace - the pictures looked amazing!!
Glad that we could help and pleased to hear that you were happy with how we performed.
Kind regards,
Matthew
I wouldn’t hesitate to use again
I had support to chose the right fire for us, delivery, fitting and a media wall built all within the budget I had set and I am so so happy. It has made my living room homely and I couldn’t have had a better service. Installers were on time, clean and to a high standard (and I am fussy). All in all, I would use them again in a heart beat. Thank you 🙏
October 29, 2021
Unprompted review
Reply from HotPrice.co.uk
Hi Davina,
Thanks so much for the feedback on how we performed with your recent purchase and installation on a electric fire and media wall.
Great to hear that you were happy with our service and installation and appreciate you choosing to shop with us!
Kind regards,
Matthew
Excellent knowledge of products and…
Excellent knowledge of products and installation. Really friendly and helpful approach to guiding customer to the right product. I would highly recommend these guys.
October 27, 2021
Unprompted review
Reply from HotPrice.co.uk
Morning Matt,
Thanks for taking the time to let us know how we performed with your recent fireplace purchase.
We're happy to hear that you were happy with the service and thanks for choosing to shop with us!
Kind regards,
Karl
Sharon helped me with a custom order
Sharon helped me with a custom order, all went through at ease, thanks again!
October 26, 2021
Unprompted review
Reply from HotPrice.co.uk
Hi Clare,
Thanks for your feedback!
Good to hear you found ordering from us easy :-)
Kind regards,
Karl
Avoid at all cost!
Avoid at all cost!
We ordered a fireplace from the HotPrice. Made arrangements for it to be fitted on Tuesday. Two engineers turned up did half the job and left stating they’ll be back tomorrow (Wednesday). Wednesday came and went, no engineer no communication. On Thursday I received a text message from the engineer that they cannot make it today and will come back on Friday. On Friday another text message that they’ll come on Monday! This was not acceptable. After numerous calls and lack of response I finally got through to the showroom and only after threatening to withhold payment the engineer was sent out the same afternoon to finish installation. Only to find out at this stage that the fire frame is damaged. I was promised replacement within a couple of days and four weeks later I am still waiting. The showroom is impossible to get through to and calls go unanswered/never returned. Eventually I had to make a trip to the office to get a response. With such an appalling customer service I would advise anyone planning to purchase fireplace from this company to look elsewhere. Not impressed!
October 25, 2021
Unprompted review
Reply from HotPrice.co.uk
We are disappointed in receiving your review. In terms of service, we’re not sure how much better we could have done with the situation presented to us.
We had originally booked your installation date for 15th September which you postponed on the 10th, we reorganised to attend on the 28th for you without any cancellation charges or issues.
After we had discussed in store at length how to leave the flooring ready for the new installation, we attended to find none of that had been done. At your request our installer laid the hearth on a significantly raised mortar bed which took longer to go off and so couldn’t bear the weight of the fireplace on top until it had set, your fitting was only booked for a single visit. He agreed to return a second time free of charge to complete the installation for you.
The installer was already fully booked and said he would return after his other installations if they finished in good time, knowing that you were not and still are not living in the property. He kept you in the loop by text each day, he had every intention of attending if it was possible. After our phone call on Friday 1st at lunch time, we booked to attend Monday 4th at 9am as he had moved his own work around to meet this. You continued to complain, threatening to call the credit card company and withdraw all funds. We organised for a different installer to come and install the fireplace on Friday afternoon and called to book in with you for around 2pm. Despite these ‘urgent’ complaints you didn’t arrive at the property until hours after the agreed time.
Upon completion the electric fire’s trim was found to have a small dent to the side. We apologised, requested a picture, and ordered a replacement direct with the manufacturer which is unfortunately currently out of stock. Again you came into store aggressively and berated the showroom staff, shouting over her whilst on the phone. We called the manufacturer in your presence who confirmed what we had previously stated, that the trim was currently on back order and that a replacement would take until mid November. You again began threatening to withdraw funds through the credit card company.
We offered you our display model’s trim in the interim which was refused, we also looked at an upgraded fire and offered to loan that whilst the trim was unavailable which was also refused. You claimed there was another showroom selling this trim from stock who had offered to fit it the following day and that you were going to claim back half of the funds already paid. We asked for the details and offered to purchase it from this retailer directly to complete the installation at which point you told us it might not be the right one or even for the same fire. We even asked for the details to call this supplier to check it was the correct trim which you suddenly wouldn’t provide details for.
Throughout your threats and demands we’ve remained professional and continued to do our utmost. Our direct dial line comes straight through to the showroom and if we’re not at the desk there is no receptionist to take messages. We’ve highlighted this to you and asked that you correspond via email previously if you’re not able to get straight through which has also been ignored. The only message you left for us was on the 10/9/21 at 11:20 which we called back at 12:26 and at 1/10/21 at 12:40 which we called back at 13:22.
Ordered a gas fire for a Customer as I…
Ordered a gas fire for a Customer as I run a gas install company . Delivery date was pushed back although when ordered online said in stock . Re scheduled for later date but then another email to say out of stock delayed . The same day I got another email to say that stock had arrived and would be delivered . Waited in all day no delivery apparently because the driver did not have the correct address . Following day re schedule item still wasn’t delivered . Eventually received the item 3 days after schedule delivery to find a taped up box and damage to the sides .Having checked it over it was damaged in lots of places and the manual want even sealed up all scrunched . I reported to hotprice who said all items are checked prior to delivery and blamed the delivery driver for damage . It looked like a Customer return to me . The faulty item was arranged to be collected which disappointingly again was not collected by courier resulting in another day staying in the refund could not be actioned until the item was taken back and I did not want to order a replacement incase I had to go through all the same pain I had gone through .Although emails were actioned the customer service received was not far from acceptable and no compensation offered at all for all the disruption caused to me and my customer from ordering the item to delivery . I would not recommend this company and will never use them again . I have now received the fire from another company within 3 days of ordering .
September 27, 2021
Unprompted review
Reply from HotPrice.co.uk
Good Morning Nicki,
I would like to apologise for the issues once again with your purchase from us. Unfortunately, there have been product shortages and delays due to global supply chain problems which has led to lead times being extended and longer than anticipated.
The item you purchased is delivered directly from the distributor and we’re liaising with them with regards the issues with the delivery to ensure where possible, these are not repeated (and the subsequent collection) and also the condition of the item when it reached you.
I have looked through the email trail and we have responded to all your emails promptly and followed up with the supplier and yourself, we are disappointed that we weren’t able to provide you with the fire to our normal service standards.
I appreciate your frustration but if you were able to give us a second chance with your next order, we would be happy to offer you extra discount to give us the opportunity to show you our usual excellent service as shown with our extensive positive feedback.
Ordered my basket fire on line and it…
Ordered my basket fire on line and it was deliivered as stated at time stated. Upon unpacking it was complete and easily fixed as per the instructions. It came with real coal and glows like a genuine coal fire making it the focus of the room. The heater is extremely good so all in all an excellent purchase and would highly recommend it
August 20, 2021
Unprompted review
Reply from HotPrice.co.uk
Hi Maureen,
Many thanks for your review :-)
We're pleased to hear that you're happy with the basket fire you purchased from us and that it arrived promptly.
Thank you for choosing to shop with us.
Kind regards,
Karl
I am not a fan of writing reviews but…
I am not a fan of writing reviews but the goods and service were excellent AND i could put it together which as not the worlds best DIY person all in all 100% It is exactly what it says it is.
August 17, 2021
Unprompted review
Reply from HotPrice.co.uk
Good afternoon,
Thank you so much for your review.
We're extremely pleased that you were happy with the service we provided.
Thanks again for choosing to shop with us and we hope you enjoy your new fire :-)
Kind regards,
Sharon
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