While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
At Croydon Fireplaces we are both HETAS registered Retailers and Installers with a vast stock of Accessories, Stoves and Fireplaces. With over a thousand spare parts both new and old we challenge you to find a part we do not have!! We can offer supply of appliances and surrounds and all materials to a full fitting service from fireplaces and hearths to full false chimney breasts and pre fabricated chimney systems. All our operatives are HETAS Qualified, we also have Gas Safe Registration and a City and Guilds Master Bricklayer and Stonemason available for all your requirements.
Hophurst Lane, RH10 4LN, Crawley Down, United Kingdom
2.3
18 reviews
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Their drivers are extremely poor.
One of them was passing parked cars and gave them so wide a berth that he hit my car and demolished my door mirror.
They said I should have moved over to my left. This would have meant driving on the pavement !
I have dash cam footage to verify all of this.
Croydon Fireplaces are clearly of very poor repute.
I recently had a wood burner installed, and I'm thrilled with the entire process. The company I chose took the time to ensure I selected the perfect wood burner for my living room, eliminating the need for any modifications to the space or surrounding features. Jack and James were superstars – efficient installation and top-notch service. I cannot wait to enjoy the warmth and ambiance of my new wood burner.
Great service. Fire place looks amazing and great quality
Great company.
I needed to get in touch with a query after purchase of Charnwood log burner. Lightening fast to help. Reasonable prices too. Very happy. :)
I highly recommend Croydon fireplaces, always kept in contact, the engineer turned up on time , explained everything to do with servicing the fire, and how the remote control worked, really excellent chap
Stuv makes a good product, and the stove itself is wonderful, but the service from Croydon Fireplaces and their sister company, Milborrow (who undertake and invoice for fitting and materials), is awful from start to finish.
From arriving a day early to do a job that was booked weeks in advance; to sending the stove weighing 290kg with one man to unload this (and my wife being expected to help carry this); to the state of the inside of the vans, describing this as rubbish skip would be kind (would love to upload a picture to show this, any customer who saw this would not engage this company); to the months it took to complete the job.
But mostly it was the endless and ongoing excuses and the shouty voice of Ben on the phone that made this just the most unpleasant experience imaginable from start to (thankfully) finish.
Even the hold music of Chim Chim Cher-ee by Dick Van Dyke, after 3 months, wears a little thin...
I certainly would not recommend this company.
Reply from Croydon Fireplaces
Mr and Mrs Court,
I do apologize you feel aggrieved with the levels of service received.
I think your statements are not how we recall the events unfolding for your project.
The project started with a interactive showroom tour and discussion of the project due to lockdown. Indeed I was 15 minutes late due to being the only person in the offices on back to back meetings due to Lockdown and my previous meeting overrunning to which I apologized for at the time.
The project including removal of existing flue and appliance (29th April) and conformation of materials once this was completed. The installation then took place over two visits from 10th and 11th May (As Planned via verbal confirmation to which there was as above confusion in start dates) an additional visit then occurred due to complications on site with appliance frames. We had two operatives attending site both visits to locate the appliance but a third was then required whom attended, never was your partner or yourself expected to assist in any way.
The tidiness of the back of our operatives vehicles can indeed slip but we try to keep on top of this as time constrains allow with the work load.
The final project was then invoiced at the end of June due to backlog. At which point we were informed "your guys didn't finish the work and would return Saturday (15th) to complete" this was referring to commissioning of the appliance, registration (and tightening of a ceiling plate). We couldn't complete commissioning on installation due to no C0 alarms. This was as specified at estimate C0's planned on being installed by yourselves after decoration. You then had Nest linked C0 alarms which we inspected and then completed and signed off after you had returned from Holiday (10th August) and our operative told you didn't have any problems with the ceiling plate at all on site... As discussed on the telephone we had no record of a return visit for the Saturday 15th (which we apologized for the obvious miscommunication) six weeks had since passed without correspondence or contact from yourself after works so we believed everything was completed to your satisfaction as above.
We didn't realize there was any frustration nor issues until the final invoice was sent. Then the final commission was rescheduled due to self isolating operatives our end on planned date (unforeseen) and then delayed further due to your diary and holiday we worked around you to fit in and re-attended on 10th August at your request after moving forward from your requested attendance on 2nd September.
I am sorry you feel our service wasn't up to expectations, we endevour to keep our customers informed and our vehicles tidy and personally assist customers to my best ability and sorry if that came across too strong.
We hope you enjoy your Stuv 22/90 and wish you all the best.
Your faithfully
Ben.
Excellent service from start to finish. Moved house in November to a beautiful 16th century cottage with 2 inglenook fireplaces. Was my goal to have charnwood log burners in for Xmas day. These guys pulled it out the bag. Very happy with the speed & professionalism in turning this around for me. The fitters were superb. Worked tirelessly to get the job done. Very helpful & informative. Highly recommend. Thanks again guys, top job 👍
Everything was done as promised and on time - the product supplied is fabulous - the personnel dealt with are exceptional - I would highly recomnend
The true test for any company, is how they handle things when they go wrong, and Croydon Fireplaces did a great job, keeping me updated when there were issues with a third-party courier. I’m also very happy with my outdoor fireplace which has been a great focal point and kept us.warm after dark. Have already recommended and have no hesitation buying from again. Special thanks to Sonair
Lovely experience and very happy with end result. Fireplace looks amazing. Would recommend :)
Reply from Croydon Fireplaces
Good Morning,
Thank you very much for your feedback it is much appreciated, with your comments and feedback though it would be appreciated if we can adjust the rating from 3 Stars as this has brought our overall rating down, as it takes an average.
Hopefully this makes sense and we look forward to your next project.
Thank you
Ben
We moved into a house that had its chimney removed but wanted a working fireplace. Ben Giddings and his team provided good advice, surveyed the property and recommended a Smart Bell gas fire. The challenging installation was carried out efficiently, to a high standard and on budget. We are very happy with the fire and would strongly recommend Croydon Fireplaces.
They have a very good selection of stoves in their showroom in Crawley Down. The staff were really knowledgable and helpful. We chose a Stuv compact 30 with the stones above. We had this installed in October and they did an excellent job. They kept us informed at all stages of the installation - starting dates and times etc. We would highly recommend this company.
Very good service and reasonably priced fireplaces. The helpful staff made our choice really easy.
I purchased a Stuv double fronted wood burning stove from Croydon Fireplaces and from the point of order throughout installation, the team were extremely helpful and courteous.
The product itself is amazing and the customer service experience is 5*
Thank you
From start to finish, Croydon Fireplaces have advised,supplied and worked with us on the complicated implementation of our Stuv stove in our new build German house in Kent.
Ben was extremely professional, competent and impressively knowledgeable about ANYTHING to do with regulations, efficiency and installation. His authority and can-do attitude were reassuring at all stages of the process. What he says goes, and he does it. The installation by his friendly and very helpful team was carefully planned, scheduled and executed, much like a smoothly running parade drill. It was a pleasure. Mrs C.V. Romney Marsh Kent.
Just had a new stove installed and could not be happier with it. Great choice of stoves and hearths. Fantastic customer service, the lads were helpful and very informative always checking we were happy along the way. Would highly recommend.
Croydon Fireplaces were very good with their customer services. Arranged delivery for the day I wanted, took the day off work to accept delivery.
Unfortunately they were let down by their courier who didn't deliver on the day. There was some nonsense excuse from the courier about them going to the wrong address but that sounds far-fetched in this day and age.
Croydon Fireplaces Let me know and re-arranged for another day which suited me. Hugely irritating that their courier lets down and inconveniences customers like this.
Reply from Croydon Fireplaces
Good Evening Mr Jones,
Initially as was said earlier on the telephone we apologise for the inconvenience caused through todays delivery.
We use Pallet Networks to distribute our products nationwide as required we send orders to them via FAX and the moment we have a call from them when they realised that they had mis-read the FAX wrong and the item was on the wrong lorry, they informed us and in turn we contacted you immediately.
We do not have an in house delivery service and outsource this so feel very aggrieved that you feel necessary to rate my company badly on this. We have worked as best we can to re-schedule for a suitable date for yourself and feel we can do no more than this and apologise you feel this falls short of customer service.
Thank you,
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.
