Fireplace Megastore Reviews 

After placing my order the fire arrived on time as promised, but apparently the delivery company were experiencing delays so Fireplace Megastore rang me to let me know - good customer service - but by then the fire had arrived, the chap I spoke to wanted me to check that all was as it should be in the box and call him back if it wasn't, everything was there so no problem. When the fire was fitted a few days later I was overjoyed with the look of it - fantastic. The remote control works a treat and is easy to operate and the fire really belts out the heat. Definitely 5 stars for Crystal Fires and if 6 stars were available I'd give them to Fireplace Megastore for excellent customer service

I used fireplace megastore to buy a new Flavel HE Windsor gas fire for my elderly mother-in-law. The package was ordered and delivered in 3days,arriving at exactly the time stated by DPD. The item was well packaged and upon visual inspection was exactly as ordered. Fireplace Megastore customer service were polite and efficient in their communications. We are very satisfied.

I tried contacting these people to see if they would price match as per their website and (as requested) after showing them the conversation I'd had with a reputable competitor in which they stated a lower price and a delivery date I received this:

That’s great news you now have no reason not to buy from this company if you are totally convinced/satisfied they will supply you and are happy with this price good luck with your purchase 😊

What kind of a company responds to a genuine sales enquiry like that? Imagine what they are like if you have a problem!

I would steer well clear of these people!.

I find it amazing that rather that address their issues they've tried to get my review removed as I didn't buy from them. However trustpilot allow reviews based on service, or lack of it!

I'm sure that they'll now try to say that I tried to mislead them, rather than sort out the issues that clearly exist within their organisation.

I've now purchased the item I wanted from a professional company that was far cheaper and extremely helpful.

I've just read the response below which borders on slander as I cut and pasted a conversation I had with their competitor because they asked for proof of the price.

I made no false, misleading, claims about any alleged products I could buy elsewhere and the price I was quoted elsewhere was substantiated as requested. I wanted to buy from the fireplace megastore simply because they had better reviews. As shown above the reply I received was shocking. I can't understand how they got the reviews now, although there seem to be more and more bad ones which are then always made to look like the customer is wrong it dishonest.

I say once again, appalling!

I discover. after receipt of the item I ordered, that it was not compatible with my requirements, a mistake on my part, I contacted Fireplace Megastore.
Within a day they replied, and fore warded their instructions how to return the said item..
I followed the procedure as instructed, and returned the goods. Within 2 days they contacted me after receipt of the goods in their warehouse, and informed me that they had processed the paperwork and a refund into my bank account was made.
Great customer Service at Fireplace Megastore, and highly recommended

Would not buy from these people again - gas fire bought end of last year and fitted by a gas engineer - the metal surrounding it is very flimsy and although only had the fire on around 6 times it only seems to come on intermittently and takes a lot of effort to get it to work

What a surprise the company saying I am not a verified purchaser even though I attached a copy of their invoice - quite pathetic really - I have emailed them so many times but they say they have responded but they haven’t - oh I got a phone call - telling me to get engineer in to test it although it has not worked properly from the start

Excellent customer service from Mike in sales. Very helpful when we were struggling to put the order through. Phoned and talked us through the issue. No fault of Fireplace Megastore. Thank you Mike!

Like other reviewers here, I found Fireplace Megastore customer service's attitude entrenched when it came to requesting an exchange for a fireplace I ordered for my elderly parents - because it was 5 days over their 14 day return policy. Delivered on 13/02 but because my 88 year old father only got an engineer in till last Friday (01/03), we didn't know it couldn't be fitted. Yes, they will quote that it states within their policy that they recommend a full survey prior to ordering. Yes, they will quote the terms and conditions to you and then state they won't enter into any further communication with you. Technically, they can hold their legal position but what it clearly demonstrates is a complete lack of humanity or compassion when it comes to dealing with their customers. The fireplace we wished to return was still in its box but because we were 19 days since delivery (not 14), they refused to show one ounce of humanity to do the right or ethical thing. It's sad that there are people in business like this (or even in general society) but I guess money comes before decency.

Ordered the Elko fire surround for a decorative fireplace. Their delivery company lost the shipment. While their response to my inquiry was fast (same day response), I am disappointed they did not manage the delivery (or any follow up) themselves. If I had not inquired where my item was, this might have been a very different review! I would also say to read the fine print regarding delivery, T&C for this is a bit complex and would be a challenge if something is delivered damaged!
Overall, website is easy to use, customer service quick and responsive, product affordable and looks good.

Have ordered a few fires from these guys and have always had a great service. The prices are good and had a quick delivery

would not change when surrond in poor condition

We received excellent service; would highly recommend this company

Good Item, Good Price, Fast Delivery. Recommended

I bought a new fire from this company and after a plumber had visited (took 2 weeks to get hold of) found out that the fire I purchased was not suitable for my house. I hadn't realised that the cooling off period was only 14 days (assumed 28 days). Very difficult when plumbers are so difficult to get hold off! I emailed the company and asked if they would consider exchanging the fire for one more suitable and they flat out refused on the basis of the 14 days being surpassed and I was told on the first (and only) email not to contact them again. Was very shocked by the bluntness! Apparently they state on the terms on conditions that the cooling off period is only 14 days, so they pointed out it was my own fault. I would have thought a good will exchange would have been manageable for them, but they obviously don't care about their customers being satisfied. I'm sure there are more reasonable, honourable places to shop!!!

BEWARE

Fireplace Megastore’s response to this review is untrue. I contacted them prior to placing any order to check on delivery time and only went ahead and placed the order having received confirmation that it would be delivered within the time frame I needed... they appear to have zero interest in learning how service may be improved in future and instead use Trustpilot as a platform to contradict customers who have had sub-standard service experiences. The review left was factually correct... I would also add that I have requested copies of recorded calls and a subject access request under GDPR to allow me to exercise my right to be forgotten, neither of which have been responded to.

Luckily I received a fantastic service from another supplier who genuine care about their customer... I would NEVER order from here again and would advise anyone else to think twice before you consider placing an order with this company.

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After contacting them directly via telephone to check the delivery time scales would work for us for a gas stove (we have a time sensitive project), I ordered the item online.

An email was then sent out to me to state that the item was not in fact in stock and fulfilment of delivery would take approximately a month. Their email was actually filtered into my junk but on realisation of this I contacted them via return email and asked for a call back. I did receive a call back however on answering the call the 'customer service' operative began to talk at me, rather than with me, to state that the fact they could not fulfil the order was not their fault and they didn't realise it was out of stock until they had spoken with the manufacturer.

When I had the opportunity to speak I explained that from a customer experience point of view this was really poor (especially considering I had called before hand). There wasn't much of an apology or indeed any ownership taken nevertheless I was give the options of
(1) waiting until December for the order (2) selecting a replacement (3) a refund.

I proceeded to ask that ,if we ordered a replacement, would the original price we paid be honoured - I was told 'yes, don't worry about the money'; I even then joked and said 'don't worry, I'm not going to pick the most expensive one, I just want a stove that is the closest in specification to my original choice'. At this point I felt they had redeemed themselves and this was a great compromise - this though, was a little premature.

On sending an email with the alternative model we would like, I received a response requesting the security code for my card so they could take the additional funds ( the closest in specification was £300 more). Again, I replied and explained that this wasn't what was agreed on the telephone.

The response I received was quite possibly the best example of how NOT to reply to a customer:
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Dear Mrs X,

I think you have misunderstood us.

If you choose to go for a different stove in our range rather than the original one you purchased and that is a higher price then of course you would need to pay the difference in price in order for us to supply it.

The Hunter stove is more expensive so what we are saying in order to progress this for you we need the additional funds.

The Hunter Stove mentioned in our previous email retails at £999 and the Gallery Tiger stove you originally bought was £677 hence there is a difference in price of £322.

We cannot supply the Hunter model at the Gallery price for obvious reasons.

So, the choice is yours as to what alternate stove you may pick but f there is a price difference we will need to charge for it or refund you whichever applies and there is no compromise on this.

Regards

Customer Services

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Needless to say my response was extremely direct, I have requested a full refund by close of business today - there is no compromise on this- and suggested their customer service representative take some lessons in empathy if they wish to reduce negative reviews being published in the public domain!

Also suggest that they check stock levels before advising on delivery timescales - will never use again and will be ordering from a supplier that values the customer.

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Update:

Contacted Fireplace Megastore via email numerous times to request a transaction receipt for refund - completely ignored.

Called them and told that there is no customer service contact to speak to on the phone, would not provide business owners name, managers name or indeed the name of the person I was speaking to. Will monitor bank transactions for the promised refund but having serious doubts about the validity of this company.

Again, customer service is terrible and would go as far as to say non-existent...if you are considering placing an order I would avoid at all costs.

Beware - the returns proposal offered to me included a £299 charge for the collection of the product.

DO NOT go with this company how they are in business I do not no ordered balanced flue fire 7-10 days was the reply email I got after 15 days I sent a email to customer service which has no direct call centre.
There reply was just disregard the 7-10 days it’s a busy time of the year.
I ordered this fire on the 4th November it’s now the 2nd of October

Ordered a Flavel Emberglow which was delivered promptly and efficiently. So glad I used Fireplace Megastore. Best service by far.
M Evans

Flavel fire ordered on Friday. Arrived on Saturday. No damage.
Cheapest deal by far.

I ordered my Flavel emberglow bf online. Very easy to order.I was sent an email confirming my purchase and advisin g me it would be delivered within 3 days. It arrived on time and fire now fitted. Brilliant . Thank you

When ordered fire was told it would take between 5 to 7 days. After emailing to find out delivery date as there is no direct line to customer service regarding deliveries. 3 weeks later the fire arrived. Upon arrival I noticed the pallet in which the fire was in had a sticker with model name and number. I paid £1029 for apex cirrus he but received a Vola 600 He which can be bought online for £600 however Fire Megastore have there own rebranded this fire so you can't do a price comparison online. As the fire was so late being delivered I had no option but to go with it as the project was being held up enough. I feel I've been totally conned with poor service and underhand tactics.Fireplace megastore have replied to my review with a pack of lies. I have had no contact from them since I wrote my review. Please don't trust this company with your hard earned cash. Look around and you will find the same fire else where at half the price with a different name but the same fire.