HotPrice.co.uk Reviews 208

We had our new gas fire delivered today, even earlier than expected. Very happy with office communications. Telling us what to expect, and when. Delivery man most helpful, and fire packed very sturdily. Everything about Hot Price was perfect from beginning to putting fire away in a safe place to await fitting. Thank you.

Please be very careful about using this company. I bought a wood stove from them supplied and fitted. However, they failed to register the installation with HETAS and because of this my stove is practically worthless and no stove engineer will service it.

Failure to get a certificate has left me liable to enforcement action from the local authority, it invalidates my home insurance and makes it impossible to sell my house until I rip out the wood stove.

When I complained to hotprice, to add insult to injury, they told me they would register the stove but only if I paid them an extra £350. I expect you could find a more reputable company than this. It's not pleasant when a company tries to extract more money from their customers when they should be apologising for the bad service they provided and putting things right.

UPDATE
The reply below is sadly typical of this company.. rather than fixing the error they have made, they would prefer to argue and obfuscate. It's true that it took me 7 years to realise that they failed to register my stove with HETAS. Their engineer subsequently told me that the paperwork had been stolen from a van. Instead of letting me know, they just ignored the issue and I was none the wiser, I've spent 7 years with invalid home insurance and I was completely unaware, thanks to hotprice. I have had the stove swept and it has been looked after with new parts. I've used wood and smokeless fuel, exactly what the stove is designed to use. However, when I tried to get it serviced I'm unable to because of the lack of a certificate and this is the fault of hotprice and nobody else. Sure, they sent round the installer who offered to give me a certificate, but only if I paid for a new flue, new pipe & new glass. I refused to pay any more.

Sadly, hotprice will not take responsibility for their mistakes. They will argue and try to charge you for what you've already paid for. If you don't want stress & hassle avoid these people. It would appear that the reviews this company attracts mean you have a one in five chance of having a bad experience, hopefully not as bad as mine.

I have reported them to HETAS, they deserved to get sanctioned by their own professional body.

Ordered my new fire online. Was a great service. Ordering was simple and my fire was delivered bang on time. My living room looks really cosy.
Thank you for a brilliant service.

Brilliant. Great company to deal with. Customer services were fantastic, answered questions and dealt professionally with pick up of damaged fire and reordering of another.
Kept us up to date with process at all times.
Thanks to Sam and the rest of the hot price team. You made the process stress free.

I had such a stressful experience trying to choose a flueless gas fire on my own, but when I spoke to Paul at HotPrice, he made everything so much simpler. I thoroughly appreciated Paul’s expertise and his calm, helpful and reassuring manner. He made the whole thing so much easier and I got an excellent deal with excellent service.

Excellent choice and prices. Spoke to a lovely lady on the phone who helped me choose my cast iron fireplace.
Had it fitted yesterday and it’s beautiful thank you,

I ordered my fireplace suite over the phone and the staff was very helpful my suite came within 2 weeks and the delivery drivers were very polite I am so happy with my fire it looks so real. I highly recommend this company thank you so much

Ordered a fireplace. Delivery was 3-5 working days and they had this fire in stock.

Where do I begin.

we had the order accepted straight away, deposit taken from out account, email confirming someone will be in touch to deliver it to our address - everything looked good - great.

6 days later - nothing so I ring to find out what’s going on. First call was on hold 40 mins and then cut off. Excellent. I persisted and rang again, this time told they could not deliver the fireplace to our home address as card we used to pay still had our old address and they would deliver the fireplace there? (Even though when placing the order it asked us that if the the delivery address is different from the billing address please list that - which we did.. the email confirmation and the invoice also both stated the address we requested so it makes no sense at all why this was okay to start with and then later became I problem)

When asking why no one got in touch with me they said an email was sent telling us about this - it wasn’t and we received every other email from then so this was clearly a fob off.

I didn’t complain, said I fully appreciate we are in a pandemic and they are busy and not to worry But that I had ordered tradesmen to come and install this so did need it in the agreed timeframe which had now passed, luckily I had given ourselves a couple of days grace so was trying to see what we could do to still deliver it.

I even agreed I would pick it up from our old address and courier it back home myself (which is absolutely ridiculous but they were not being helpful so this was my only option)

I then waited for the depot to call me to book in a delivery date and they told me it’s an all day delivery slot 8am - 6pm - so I couldn’t wait on the curb all day. I was told to ring customer service back to update the delivery address and that then we could get it booked in.

Going round the circle again a man answered who was actually quiet rude and pretty much told me nothing could be done despite me offering various proof of home address that was on the order, to change card to a card registered at new address, basically anything but nothing just told I may as well cancel the order and place a new one so best to email a cancellation. Not even an apology.

The icing on the cake was when my partner emailed in saying we had been advised to send a cancellation email due to them not being able to deliver to our address. And we was looking to replace the order.

We received an email back which clearly we was looped in by accident of an internal conversation talking about me, a snidey comment about me being persistent...

I emailed back telling them I had to be persistent due to it being nearly impossible to get hold of them and if they had issues delivering to my address they could of just told me right away and we could of resolved it rather than them sending an email confirming delivery to the requested address and then letting me sit and wait nearly a week to have to ring up and find out what’s going on / try to resolve what should be a simple transaction.

Hotprice - as you completely ignored my email here is my advice:

If you can not deliver to agreed address or in the timeframe agreed on your confirmation emails, ring the customer and tell them. Things happen and it’s no big deal as long as we are kept in the loop, it would have given me a week to resolve the issue.

Don’t wait til past the delivery date for the customer to call you to tell them it’s not arriving as this is really frustrating and as you can appreciate, tradesmen and other project work is coordinated around delivery’s so it’s not just the customer being let down it’s also the workmen out of work that day for finding out at the last minute something isn’t being delivered after all.

Also - Sharon
When sending snidey internal emails about your customers always double check who is copied in. I couldn’t care less what is said about me at ‘hotprice’ but it’s not a good look. Pathetic and even worse that you didn’t respond when picked up on it.

Ironic you mock me for being persistent I shouldn’t have to be! I’d much prefer to just place and order and receive it and not have to get stressed when it doesn’t turn up and chase around.

Needless to say we didn’t reorder and shopped elsewhere with a better price and customer service.

EDIT FOR RESPONSE:
Disappointing.
If I had been notified at all as you claim I wouldn’t have had to call at all and could of been sorted. Simple as that really. As I said if there was an issue with the address no problem, is what it is and could of changed it, as if I’d complain about something like that in a global pandemic.
What’s annoyed me is the lying about updates that didn’t exist, being mocked by your team and absolutely no offer of resolution - oh and ignored. But let’s pretend you did nothing wrong and I am making this whole thing up for a laugh.

Good luck with your business.

I place an order for an electric fire 1/12/20. I still have received it. No replies to my emails and the phone is never answered

Excellent service. Purchased a fire which was delayed (understandably with the current situation) but the communication from the company was very good.. And the aftersales was exceptional. Will highly recommend

Newman Kensington/Mayfair. Lovely stove works well but the glass cracked after 3 years and you can only get a replacement from Newman. The glass is curved. They charged us £100 for delivering within a week. So the glass replacement is about 3 times more expensive than any other stove. We opted to wait a few weeks and still paid £80 very disappointing.

We ordered a fireplace suite & an electric fire on 2nd September & I’ve only taken this long to give feedback due to awaiting delivery, an available date for someone to fit it & then we gave it a few weeks to enjoy it.
Firstly I want to thank ‘Rob!’
He sounded like an older (not old) gentleman & was absolutely brilliant. He was knowledgable, patient & knew exactly what he was talking about.
I was going to get a fire from another company but they were awful and the chap I spoke to gave me the completely wrong information on depth, rebate and other things. At that time I knew nothing about fires or fireplaces!
It was just pure luck that I spoke to ‘Rob’ @ Hotprice about a fireplace and a conversation started.
I heeded his advice & my husband and I perused the 100’s of fireplaces that they stocked, made our choice & then I rang ‘Rob’ back the next day.
Again he was super patient, went through it all and double checked the measurements with me and answered anything I was unsure about.

I also have to thank customer services in answering all of my queries via email - and of course the brilliant delivery drivers who were fabulous, helpful and very respectful.

A very happy Mr & Mrs cosying up in front of our lovely fireplace. 😊

Still awaiting stove/delivery date off this company nearly two weeks after ordering/paying for it. Sent email but just received generic response. Not very impressed so far.

I ordered a Be Modern Elstow Electric Stove (fire) on 9 September and it arrived on 11 September. I noticed that Hotprice do a price match and emailed with the information that I had seen it cheaper on another website. Even though I noticed this after ordering, they informed me that they would refund the difference. I have also noticed that they have now reduced the price to match the other one. Obviously, HotPrice are a firm to be trusted.

Fabulous, brilliant and exceptional! I tried lots of other log burner suppliers but this company were the only one able to supply and fit one to my exact specification. The Contura stove is beautiful and looks incredible. Fitting of the flue was complex and took all day but the end product has exceeded my expectations. Professional, knowledgeable and of course highly recommended!

Bought a plug in electric fireplace. Very easy process and easy to deal with. Was delivered quicker than expected.

Very pleased with my fireplace, great customer service.

Good service, price and product. No issues at all.

We are very pleased with our new gas fire Eko 3010 and although because of the warm.weather it hasn't been on but when we need to use it we are warned up very quickly.
Tbh over the years for whatever reason we have had always had problems with our gas fires but with this one I think we have finally got lucky.
The customer service was excellent and the purchase was carried out quickly and
professionally ..
Thanks again

Orderd a fire in the beginning of may ???
After numerous phone calls to say .......its on it's way someone contacted me to say it will be delivered today with no Aproximate time (8am -6pm)
I have just got back to work and had to take the day off and surprise,surprise it did not arrive I am absolutely furious !!!!
Another wasted phone call tomorrow morning then ??