Firegroup Reviews 59

Excellent customer service from Hollie - very knowledgable regarding product range - an asset to Firegroup

I went to look at electric fires last week-end. Hollie was first class - very approachable, informative and nothing was too much trouble. Thank you Hollie.

Great service, highly recommend.
Fire group staff looked after me throughout the order process from Hollie front of house staff to Thomas in customer care advising when my goods were due in.
very happy with my stove!

Unfortunately we found the experience similar to the negative reviews of others, where we found the sales staff are only interested in getting your money. No interest in customer satisfaction.
We tried to buy a gas stove for our property. Prior to purchasing we were concerned if we would be able to install one, however we were assured by the Sales Manager, after he viewed images that it would fit and therefore placed the order. This was confirmed by the installer who conducted a site survey, but indicated that it might be offset.

The communication from Firegroup was almost non existent, no update on progress or confirmation as promised. Only contact initiated by firegroup was to collect payment prior to delivery.

In the end the stove didn't fit. Firegroup were not interested in supporting in any way shape or form. They only wanted money.

The only person who tried to support was the installer, who was not an employee of Firegroup.

Their after sales support is non existent. I was left feeling that i was conned out of money. In the end i had to fight to get money back for the materials i didn't use. There was zero compensation or understanding from Firegroup; even though it was on the back of their assurance that we ordered the stove in the first place.

I went to a local shop, as i thought the customer service and support would be better than buying online. Therefore, accepted paying more for the material. I could not have been more wrong!!

I have since ordered a fireplace online, the cost was 30% less than Firegroup for the same parts and the customer experience infinitely better.

Bottom line, go anywhere else if you are looking for a fireplace.

Impressive range of Contura Stoves on show – Trevor gave us so much information and choice and then his son did the install- nice to have the “family business feeling” from such a large company. Thanks again.

Having looked at a few electric stoves I was not convinced I would find one that met my expectations, but with 3 young children I needed something that would be safe. I popped into the showroom and spent some time looking at the different options. Luckily, they have a small area that the kids could get crisp and juice which helped. I ended up with an Optimist Stove which looks really good. As Firegroup are Dimplex dealers I got an extra 2 years warranty and when I came to collect the stove I was offered help with it into the boot of my car. Great service start to finish.

I was pleasantly surprised to find in the showroom several stove packages that I could choose from which included everything I needed from the stove to the chimney liner and install. I did my own research into all the components and I am certain I saved at least £800 by going down this route. Trevor in the showroom has extensive knowledge and made me feel confident the stove I selected. I look forward to the install the first week in Jan, which has been reduced in time as the chimney has already been swept and lined.

I came into the showroom early November to enquire about changing my Gas fire for a new one after it was condemned. I was given loads of information in the showroom regarding the choices I had and the efficiency difference between changing my old open fronted one, to a glass fronted one. I have now had the fire fitted and I am very happy with my choice. I now have much more heat and a remote control which is great. I only wish I had done it sooner. I big Thank you to Jodie in the customer service team who kept me posted throughout.

I recently had a wood burning stove installed by Firegroup and I could not be more pleased with the results. They took care of the job from start to finish. At first glance it seemed like an easy install however a few problems came up and Firegroup provided me with quick and cost-effective solutions. From start to finish I felt informed and would be more than happy to deal with this company in the future.

Unreliable misleading sales pitch
The price that you are quoted will not reflect what you end up paying plus you may have the added expense of unexpected redecoration of the fire area
Would never recommend this lot!

OMG. I wish I had read the reviews of this company before I spent £9K in having 2 fires installed. BIG ERROR on my part. BIG!! As people say, the showroom is impressive and they promise a lot. But 4-6 weeks turned into 11 and when the installation was supposedly complete, I found elements that had not been done and I now go to the bottom of the list to get the needed rectification - even though I have paid in full (which I would strongly advise NOT doing). They never give updates and every contact - aside from the times they call demanding money - was from me to the company. I finally demanded that I speak to the MD and when it finally happened there was lots of "yes, we acknowledge your concerns" and then the moment I find another thing wrong, he's totally invisible. Bottom line - AVOID Firegroup.

Avoid this company. I got a fire from here and the level of service was bad from start to finish.
Initially they said 4-6 weeks for the fire to be ready for collection. A week after purchasing the fire they phoned to say 8 weeks as they needed to order a part and then after that I got another phone call to say another 3 weeks on top of the 8 weeks. I had to reschedual everything twice from joiners, electricians to hiring a van to collect it. After the 3rd call of them reschedualling I asked to speak to a manager to discuss this but I just got “this is not our fault”. They never returned any of my calls to resolved my complaint or keep me up to date. Had a bad experience with them and will not recommend them.

Couldn't have been happier with this company. Have had beautiful limestone fireplace fitted with cast and gas tray. Completely chuffed with how its turned out. Professional service from beginning to end. Thanks SH

Initially I was very impressed with the firegroup showroom and professional sales staff. I ordered a gas fire and marble surround. I was quoted a fixed price for installation. So far so good. On installation day I was told it was more work than they were expecting and asked to pay an additional fee of £200 or they would not complete the work. At this point they had knocked a hole in my living room wall. I had no choice but to pay. Untrustworthy.

AVOID. Give the impression they are a one stop shop. They are not. In the event of problems you deal with different tradesmen. Survey was a waste of time. Within 2 minutes of builder arriving he said work promised could not be done. The compromise resulted in losing a substantial part of my expensive granite hearth that I had bought from FireGroup. FireGroup refused to offer compensation. Build work was below par. Builder had to come back a second time and I eventually got someone else to finally sort it. Pieces of cement used to seal the flu pipe to the stove done badly is cracking and breaking off - carbon monoxide poisoning anyone? If I wasn’t so busy at the time I would have taken them to court. My advice - Go anywhere else.

I visited Edinburgh Stoves to get a quote for the installation of a wood burner. I was surprised by the estimated cost - over £3.5K for a basic product plus an additional £750 to the fitter. I was promised a follow-up phone call but it didn't materialise.
I compared quote with two other businesses - between 3K and 4K from another Edinburgh firm. A Dunfermline firm quoted me half the price.
No prizes for guessing who I chose

We have had 2 fires fitted with Firegroup. The first (4 years ago) was promised by Christmas, it was finally working in March. 7 weeks ago they installed a 2nd fire and the Gas Engineer (1st choice gas and plumbing services) promised to fix a fault with the original fire.
7 weeks on and my fire is still not fixed, and now it will not be fixed for Christmas. Eight calls in total made, two of these via Firegroup, one was answered (after 4 weeks) and they said they would chase up the parts - no other calls were returned. Avoid if you want reliability from the gas engineer. The person actually building and fitting the fireplace was excellent though (hence 3 stars).