Fireplace Megastore Reviews 

Excellent service. Ordered on a Monday delivered 2 days later. I was kept informed all the way.
Quick response to emails.
Definitely recommend this company.

this is a question not a review hence the 5stars

Im just curious do you trade under another name?

fireplace supermarket.com

i tried calling but couldn’t get through
but will delete this

One star is far more than this company deserve, and I use that term lightly. Noting this megastore is nothing more than an online catalogue . Ordered a fire, wrong one supplied, don't bother ringing no human contact at all. So unless you are desperate shop else where or ring up and you will see why I recommend that approach. Wouldn't buy a box of matches from them, probably haven't got any anyway. Look for the address and then look for a megastore, alas there isn't one.

I was pleased overall with my purchasing experience of a new woodburning stove.
I bought it at a good price. Unfortunately the first stove that arrived from the manufacturers was found to be damaged on arrival. It looked like damage in transit. Fireplace Megastore co-ordinated obtaining a replacement from Hunter stoves; who equally acted correctly and despatched a replacement once the original one had be sent for return. So thanks all round to customer services.

Very pleased with the Portway Stove which we received within a week much sooner than predicted although we haven't had it connected yet it all looks great thanks.

I really don't like leaving bad reviews but I really wouldn't want anyone to receive the same level of service that I received. My customer picked the eko 6030 fire in Black and I ordered it on the 4th of November with the delivery date saying it would be there in 7 days 1 week after the fire was paid for I recieved a email to say fire was delayed for 2 weeks due to covid, which in this day and age I found acceptable. come 2 weeks no word so I contacted them again,for them to say there we're further delays blaming the manufacturers, which again because of the climate were in I could could accept. then we recieved a call to say it was due to be dispatched but that the company would offer no date or time it would be coming to me, which is really inconvenient in itself. Nothing arrived I then got an email at the beginning of the week confirming it would be deliverd by weeks end nothing here so I sent a email saying that it was making me look bad to my customers and then recieved a email saying the manufacturers can't deliver before Xmas so we are cancelling the order Without me asking them too. You cannot get through on the phone anymore recorded message says they are to busy. constantly busy from start to finish of day to answere phones hmmmm. And to top it off they are still advertising this for delivery within 7 days!! Was this also the case when I ordered it? I wouldn't recommend them to anyone especially your customers.

I wrote asking for advice as the website is poor in helping narrow my selection, in comparing items etc. So I just needed help to spend £2,000!! No interest - this was their response:

"All the products we offer are shown in detail with dimensions on each product with technical specifications. You will need to look thru our range to see if any of the products are suitable for your requirements. Sales Team"

"Sales Team" - lol!! Service?

Then, it gets better.... see their response below to my comment - brilliant - the definition of poor service - let's blame the customer and go out of our way to do so!! Interestingly, 5 other retailers wrote back with recommendations with exactly the same information I provided - so even peer-to-peer, poor show.

And don't take my word for it - check out the other 3rd of customers who are also far from impressed!

Ordered a Celsi Ultiflame Endura fire which arrived just 5 days later, well packaged and looks amazing with my new marble fireplace. Very impressed, thank you!

FIREPLACEMEGASTORE Yes you may have SOME good reviews, but most of your complaints are from an after service point of view of which there are very many. Unless you have forgotten, at the time of my order the whole country was in lockdown. Even your delivery person left the fire outside for me to get in.
I could not get a plumber to step into the house, let alone dismantle my fire place to see what flue was fitted. I did have an external survey, which I informed you of and the plumber wrongly assumed that metal the flue pipe from my bungalow roof terminated at the fireplace. I wrote to you pleading to exchange it another 2 times, pointing out that most companies had extended their exchange period, but you you ignored me and refused to forward my email to a manager. Now to add insult to injury you state on your reply that I took over 4 months to contact you . Below is a cut and paste from your one and only reply................Your order was delivered on the 26th February 2021 and your email requesting a return was sent on (13th April 2019) which is 47 days on from the delivery date which is well outside the 14 day period.
Regards
Customer Services

We have not even reached 4 months yet.
Sad when you have to tell blatant lies to make yourselves look good.

Well I have said my piece and can only hope that whoever rejected me meets the same kind of brick wall cut and paste T&C's response for themselves. Good riddance.

Look, you can try to blame me as much as you like. I also mentioned that the plumber who surveyed my property is no longer in business. Also we were in lockdown.... remember?
I could not get anyone to step inside the house. Most decent firms would have exchanged the fire as I was not after a refund, merely another gas fire of the same price, but different type of flue. Which magazine survey said that most firms had extended their exchange period to about 100 days. Your company just hid behind the internet and 14 day T & C's. You are only acknowledging my complaint now because I put it on Trust pilot. You couldn't be bothered to answer my 2nd and 3rd emails and phone calls.
I await your cut and paste "The customer is at fault. Should have had a proper survey". Blah,blah,blah.
Bottomline. Even in your own T&C's It states you would restock in exceptional circumstances, for a restocking fee min 30%. You could have helped me. but didn't. Poor show FIREPLACEMEGASTORE👎

I've read your reviews and 68% isn't that fantastic. Most of them are for products being delivered on time and in good condition. The rest are mostly complaints about poor after sales service. How can I chase up a plumber who is out of the business (which I informed you of)?
Yes I ordered the wrong gas fire, I'm a pensioner who made a mistake. I am not disputing that. I pleaded with you to consider my case telling you I was out of pcket and could not afford a £552 replacement.You just chose not to help me at all insisting that I should have followed the FIREPLACEMEGASTORE T & Cs which you keep quoting at me.
A little human kindness would have gone a long way and stopped all of this bad feeling. As I said in my 3rd email " There is nothing I would have enjoyed more than giving you a positive review". Sadly I cannot.

I ordered a fireplace from this company. When item arrived and electrician tested same on arrival it was discovered that the electric fan was very noisy and seemed to be struggling to operate. I contacted the company and they said a replacement fireplace would be sent. True to their word the faulty item was collected and the following day the replacement arrived. Absolutely perfect and all carried out with the minium fuss. A very trustworthy company. I was very pleased with the service received.

Great fireplace at a great price.

I would not usually buy an item of this size and price online but the pandemic sent me down this route.

The service received from Fireplace Megastore has transformed my buying habits, they instilled confidence in me and provided a fantastic service.

I did not read these reviews prior to purchasing. It’s sad that most people don’t take time to write a positive review and only write negative ones but human nature I guess.

Great fireplace at a great price. Would absolutely recommend.

I have recently purchased the Apex Cirrus HE 1 from this company. Communication was great when trying to place the order and through delivery. However, when I received the fire and it has been unwrapped to be checked and installed I have the vola 860HE. I searched for the right fire for months until I made this purchase of the Apex for £1397, where when I google the vola its no more than £900. I sent an email to customer services wondering if I had received the wrong fire or if it was simply false advertisement. I received a response today (only a few days later) explaining that I have received the correct fire just under a different name. I have replied still including the link to another reputable fire company showing the price difference and requesting a price match as I'm not sure the difference of approximately £400 for the same fire is even slightly justifiable (£1397 is on the website as the sale price) and slightly misleading as part of the response refers to the instructions for the fire on the website which clearly states Apex, where the instructions received are for Vola with reference to Apex and the Pinnacle. To not honour the average price of the fire would be unfair of the fireplacemegastore as it seems to be false advertisement. But I won't speak too soon, let's see what response is received.

Not a great experience. They don’t tell you that items are out of stock until after you’ve paid. You can’t telephone them which is extremely annoying. They only accept emails. I waited soooo long for my gas stove. Had to cancel fitters several times. Job had to be put back well over a month. No tracking or delivery information was ever provided and it just suddenly turned up one day! Just as well we were in! No complaints about the fire but they shouldn’t state items are in stock when they aren’t and they don’t even keep stock it seems.

I only noticed the poor reviews for the Stove Megastore after placing an order but needn't have worried! My electric stove arrived, very well packed & earlier than expected, I am very pleased with the product ( Dimplex Springbourne Optiflame stove) & 100% satisfied with the service, well done Megastore!

I don't normally write reviews but after just dealing with Fireplace Megastore & reading the negative reviews I feel the need to address the balance.
I have just ordered a Gas Heater from their site & it arrived exactly when stated & in perfect condition.
I had a phone call from the delivery company a day before it arrived even giving me a time !!!!
Shall definitely use this company again.

Easy to deal with, delivery almost next day on stock items.

Three weeks after ordering a gas fire from Fireplace Megastore which they estimated would be delivered in 3 to 5 working days, it finally arrived. I fully understood it was an estimate, but it was left to me to chase them up and find out why it hadn’t arrived as originally expected. There was absolutely no PROACTIVE customer service and this is a hallmark of this company as I found throughout my dealings with them. Even more frustrating, you can only contact them by email although it is only fair to say their emails are polite. I first received an automated email reply to my initial query telling me to “allow up to 2-3 working days” to respond. When I replied to that asking why I had to wait for an update, I was asked to provide an order number which I’d already done. They then told me they couldn’t fulfil the order just yet as the manufacturer was waiting for the pebble pack which formed part of my order and the manufacturer had not made them aware of any shortage of stock. While I appreciate issues can arise, this company took my money immediately for an item which was clearly not available at the time of ordering as I’ve subsequently confirmed with the manufacturer. I would have expected them to be proactive and tell me this, offering in a timely manner the option to cancel or place an alternative order. When I chased them up again, they pointed to the coronavirus pandemic and said response times from suppliers and manufacturers were taking longer than normal. I finally telephoned the manufacturer myself and got an immediate and very helpful response. I’m sure that if Fireplace Megastore had picked up the phone instead of emailing they too would have got a speedy reply. That call shouldn’t have been necessary as my contract was with Fireplace Megastore but it left me feeling the reference to the pandemic was disingenuous to say the least. I note that others have remarked on the returns policy and I too have been told (in red type on the dispatch email) that I have only 48 hours to report any missing parts or damage to raise a valid claim. Under the Consumer Rights Act 2015 you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund. This right is limited to THIRTY DAYS from the date you take ownership of your product, not 48 hours. Their terms and conditions that they refer to cannot over-ride the law. Based on my experience, I would strongly recommend shopping elsewhere if you want good service and avoid a lot of frustration.

Do not try to return an item to this company. The £200 electric stove I bought was tacky & unrealistic. Repackaged it the day after receipt of the item & then enquired how to return it. Was told I needed to take photos at every stage of repackaging to ensure it was being returned in the condition in which it arrived. Then there is a £29 'administration fee' (see TERMS & CONDITIONS to which I agreed when buying the item - who looks at terms & conditions??) plus the cost of collection, insurance against damage in transit & return delivery looked as if it would be between another £20 & £30 pounds. Seriously!!!
We will keep the item and our £60, but will not recommend this back room company to anyone.........

Made a website enquiry regarding a price match. Informed Fireplace Megastore of the other retailer, included a link to the product at the website of the other retailer. Received a call which refused to price match on the basis that the other company was not reputable and was not a fire specialist.

I accepted that Fireplace Megastore say they will 'endeavour' to price match but their website does not contain any terms and conditions on price matching. It does not state prices must be matched with a 'fireplace specialist' as I was told when they called. When I tried to mention this with them the representative from Fireplace Megastore made to me were unprofessional and rude in summation - good luck with ordering from x, will speak to you in 3 weeks when you don't get what you ordered.

On the basis of Fireplace Megastore's shocking customer service alone, I will not be ordering from them and will not recommend them. I was not rude on the call and fully accept they can chose to price match or not. As I said on the phone if their terms and conditions for price matching was clearer I wouldn't have wasted anybody's time by requesting a price match.

(Incidentally the other company has a better Trust Pilot rating)...

EDIT: I have answered several emails sent from the company through Trust Pilot. I provided them evidence including a copy of the email they sent me but they deny sending any email. I have refused to remove my review despite the company continually badgering me to do so. I believe it to be truthful and entirely accurate. As a matter of last resort to their constant emails I REQUESTED that the company contact Trust Pilot to raise a complaint so an official investigation could take place.

fast delivery fantastic service item delivered in perfect condition many thanks Andrew /Scotland