www.fireworld.co.uk Reviews 69

Save your time, energy, and stress and avoid this company like the plague. Poor customer service, hidden terms and conditions, and rude, dismissive emails. They refused a return on an unopened product, claiming there is no cooling-off period.

I buy goods as a business from many suppliers and have never had an issue returning an unopened product.

Fireworld said:
"This is not our policy but rather a widely known fact, and as such, we comply with this. It is expected that businesses understand the regulations involved in online purchases. It is therefore not necessary nor mandatory to spell it out in the terms & conditions of any website to say there is no right of return in Business to Business (B2B) transactions."

If you don’t want to waste your time and money, honestly, buy from someone else.

Plus, the delivery was significantly delayed.

Really impressed with the sales and customer service teams. I was helping my elderly mum to buy a fire and get it delivered.
They had the best prices in the country.

The company were so helpful and quick to reply to my emails and questions. They bent over backwards to help us. Thanks!

Went to place an order with this company but changed my mind. Received a phone call regarding the order and when i said I didn't want it they just hung up on me. Very rude!

I have just seen your response and the person who called me hung up on me so not only are they rude but also tells lies.

Fireworld Customer Services are brilliant

Firstly, we looked through a lot of web sites and we chose Fireworld because it ticked all my boxes. We rang their customer services and you could tell that he was very informative about the product. We asked quite a few technical questions and he answered them all very professionally. Therefore, we purchased an expensive gas fire through Fireworld. We have had the gas fire installed within 1 week, with no fuss at all. We would definitely recommend anyone buying from Fireworld.

The fitters completed fitting fire surround and gas fire, the fitters where very polite and very tidy, excellent job done, would recommend

Excellent choice of products in a spacious showroom. Competitive prices and a good range of well known manufacturers fires on display to choose from. The salesman/owner wasn't pushy in looking for business and allowed us plenty of time to make our choice without any pressure whatsoever. I appreciated the fact that I only had to pay 50% deposit with the balance being paid only when I was completely happy with the quality of the installation. The fitter/gas engineer arrived on time and treated the house as if it was his own. All areas of the room where double sheeted in order to keep any dust under control. The fireplace and balanced flue was expertly fitted within the times originally stated, and it is now the stunning centre piece of our lounge that I feel confident to show off to friends and Family. I would recommend Warm Living at Wigan. JRD.

I rang to ask a question before ordering, the man I spoke to was very rude and dismissive, I have sent two complaint emails and other than the usual confirmation message I have not yet received a satisfactory reply resulting in them losing a sale

A very trustworthy company with good customer service. Bought a free standing Gas fire at a very reasonable price. I was given good advice on local fitters and a choice of delivery times, would definitely recommend.

customer services/sales team were very helpful especially when I asked them to put my order on hold because i changed my mind. after letting know early the next day that I wanted to larger more expensive stove the Parkray Rochester 7 kw mulitfuel. Also the delervery man helped me to get the heavy stove of the pallet and into the house . Lit the stove it is fantastic

My second purchase from Fireworld as I was so pleased with the price and service, so I have bought another gas fire from them , customer service is absolutely superb and delivery was, ridiculously quick. shame a lot of other companies cannot follow this example.

The most horrendous online shopping experience in my life. I ordered a fireplace with this company at the end of 2022. After getting an email that any returns (even within a 30 day return period and even if I wanted to return the product myself) will result in a return fee, I called the customer service to confirm that the original product I ordered met my requirements. Because the fireplace was not glass fronted I asked for a replacement to be sent, underlying that I need the product in the same dimensions but glass fronted. After receiving the fireplace, I wasn’t able to install it for about a month so it was sitting in a box for just over 34 days. After unboxing, it turned out that the replacement fireplace had completely different dimensions than the one I had ordered originally even thought the man on the phone reassured me that it wouldn’t be the case. The company refused to accept the return, even though I offered to pay the return fee, called me a liar multiple times when I reiterated the phone conversation, and stopped responding to my emails until I started the legal action against them. Since then they have been more interested in questioning the credibility of the lawyer representing me rather than trying to resolve the matter which could have easily been settled by admitting the fault of the customer service representative and having a decency of accepting a return within a laughable return period of 34 days. By this point I was not only misled by their customer service, but also treated in an abusive way when trying to resolve the matter, and threatened by the police for doing that. I simply discourage everyone from dealing with these people. It’s unfortunately the perfect example how dealing with small local businesses can go wrong if people who lead them don’t give a damn about who they deal with, and care solely about getting rid of stock.

Unfortunately, the Carrier damaged a couple of the gas fire items in transit. I contacted Fireworld with supporting photos and they said that they would arrange replacements within 5 working days. True to their word, the replacement items arrived. Fireworld Customer Service have been fantastic. I would strongly recommend using this company.

I found Fire World by chance on the internet & I'm so pleased & glad I chose them, the sales team were fantastic in dealing with my order which arrived the same week as ordered. I would definitely use them again & strongly recommend this company.
Thanks again
M Howell

Hi spoke to Fire World about fitting a logburner. And within 2 week Baz and Tony came to fit it. Excellent service friendly guy's and very knowledgeable. I Would recommend this company to anyone needing a logburner fitted.
They kept everything clean and tidy.
Thanks again guy's.
Regards
Mr&Mrs J millard.

Thanks for your service

I bought a fire and surround which was fitted today I must say the two fitters that came to install it were very polite , efficient and did a lovely job .The whole job was completed to my satisfaction ,I would highly recommend Fireworld to anyone.

I ordered my gas fire two days ago and it has been delivered today.
Fireworld rang me yesterday to advise of certain things and to make sure I understood the terms of the sale.
Very helpful.
Would highly recommend

Hi,
Just to be clear I have not purchased anything from Fireworld yet, as I am still researching my options and I wanted to get some advise on media walls, gas or electric etc and Tony gave me so much useful information and advise making my decision a lot easier. If you are considering a gas or electric fireplace I would recommend you speak with Tony!

I ordered a fire with this company and later read the reviews! After reading i became concerned so emailed them enquiring about my order. I had an immediately response to my email, which was dealt with professionally. I had an update email letting me know my delivery was on its way. It was delivered the next day had a great experience with the company and looking forward to enjoying my purchase

Bought a fire, fab price, quick delivery. Thanks.