Fireplace Factory Outlet Ltd Reviews 435

AVOID AVOID AVOID
Ordered a fire and surround via eBay which was described as "slight cosmetic" wear which is defined as light scratches etc. However, the surround sent arrived damaged.

They blamed the courier even though the piece damaged had clearly been screwed in before and was at the bottom of the box with no other damage on other times.

After 1 week they agreed to send a replacmernt, gave me two options to choose from. I decided and the surround arrived today (20/10/2025.)

After opening the box, grateful that I was able to complete the fire set up, I came across a piece of the surround also damaged. I messaged these con artists again who recommended to use other parts from the other fire!!

I had a look at this and it became apparent this wasnt an option as the surrounds have to two differnt finishes.

They also claimed, upon my asking, that they can assure me they "check all items." If this were the case how have I ended up with TWO damaged surrounds?!

No doubt the saga will continue.

EDIT:

Company says the item was damaged during transit but how is it that the damaged parts were hidden under the parts that weren't damaged? In addition, you can excuse this once but TWICE the surrounds were damaged.

In my review I mentioned that the resolution offered was a replacement which arrived also damaged and the company suggested I mix and match two different sounds to make a full undamaged surround.

Finally, factory seconds... you advertised this as "slight cosmetic scratches" the items you sent are unusable and damaged. This is not how it was advertised. If it were, I wouldn't have purchased.

Company has now arranged collection of all items and will refund me.

Stay clear of this company.

The delivery man was well mannered polite and put me at ease I was so anxious fantastic service I highly recommend thank you so much

Was kept updated easy to order

Order was processed very quickly , arrived in two days,,,good correspondence, and the item was excellent,,

Great customer service, Gaynor responded to an issue with an incorrect delivery promptly.

The product came very quickly, and they messaged me to let me know, which wax very good.

Very happy with our new fire

Today 09/09/2025 i visited The Fireplace Outlet in Huddersfield, I rang Gaynor to Let her know i was here and she came over from her office to guide me through the fires, and simon was there too whom i met a week before, They were both brilliant throughout and simon guided me to the correct fire which i bought today, and it works perfect! If i ever need a fire again in the future then thats where i'll be going 10/10

Very quick shipping, product arrived next day in excellent condition.

Second item from fireplace factory and a really nice item. Can't see any faults, not fitted yet but all looks good so far.

Very quick delivery and evri parcel delivery was excellemy

Fantastic company, delivered next day, great fireplace highly recommend

Great service and prices.

Easy ordering and perfect fast delivery.. fireplace is gorgeous.. I am so pleased… first class 😊

Company acknowledged order and advised me how to follow its delivery.

The quick and easy purchase .. from online sale to delivery .

It’s finished our lounge perfectly, exactly as described. Although delivery was about 9 working days after ordering, communication was open and honest and it was delivered on time and the day they said it would be delivered.

Answered my questions. Fast delivery and a fire in perfect condition!!

Fast delivery

Goods were ordered & despatched very quickly. Was able to track order, Recieved order, swiftly & on date as stated