www.fireworld.co.uk Reviews 69

Fireworld were great to deal with - made the process very easy for me and I got a great deal - cheapest i could find on the internet for the particular Hunter stove i bought. Customer service and advice also first class. I would definitely recommend them and will be using them again in the future for any requirements i have. Thank you guys!

Horrendous!! Shop elsewhere, rude staff. Item advertising price reduction, screen shot this and even checked with staff beforehand and had email confirmation back as proof. I was denied the offer even with proof! They will entice you in with offers and not deliver - avoid this company

The reply did make me laugh -All Lies not embarrassing but your inability to train your staff properly is. I still have the proof do you want me to send it again?

I’m a new customer to fire world, I ordered a fire last Friday, it states 3 working days it should be with you! I had heard nothing up till this morning so 1 week! So I phoned the company to speak with somebody as you have to email the company and wait up to 3 days for them to get back to you, the man I spoke to in sales was less than helpfull ! And put the phone down on me!! then just after that phone call I get an email to say it was damaged in transit! (funny that) it’s disgusting customer care! I payed £625.00 of my hard earned money to this company to be treated like this!
May be they need some training on there customer care skills wether they are sales or not! RUDE STAFF! Never even gave me a chance to ask if I wanted a refund as my fire hadn’t arrived.

Wanting an entire log burner installation, I visited the fireworld showroom in torquay and was impressed - impressive showroom and leagues ahead of competitors. Despite some bad reviews on the web, my gut feeling was that these were the guys to go with. I have to say I’m so glad I went with them. Everything has been thorough and professional... excellent initial information from Marc, excellent inspection and quote from Steve, and a fantastic installation by Baz & Tony. Baz & Tony were friendly, professional and did an extremely good job.
If you’re considering Fireworld, I wouldn’t hesitate to recommend them. 10/10.

Worst company ever - deliver products (flue box) without any packaging and then insist it has to be returned in a box. It’s the same guy who pretends to be the “sales department” who then replies as “customer services” via email. Worst company ever. Save your money and spend money with a company who not only take your money and deliver goods but also help you when things go wrong.

Video evidence was shared with the company which showed their driver delivering without any packaging. Customer is definitely always right!

Outstanding Customer Service

I just wanted to take the time to write to you and express my complete satisfaction with the service you have
provided to me.

My new trim has just arrived and it is a perfect fit.

Thank you for your outstanding customer service!

Got our new fire from Fireworld Widnes.. Excellent service .. fitted within 2 weeks ..The fire itself is fantastic. Made up with it.. customer service brilliant.. after service great.. no hesitation in recommending this company

Do not use this company. If I could give them no stars I would. The model I ordered was no longer available so I was offered the newer version which I accepted on condition that the company confirm the dimensions were the same. No response. No response to at least further 3 emails requesting a reply to my original question or regarding a proposed delivery date. Customer service is unavailable by phone - says it all about their customer service. Then I got cold feet and cancelled my order which was within 2 weeks. Miraculously I then received a string of emails telling me they had attempted delivery, left messages on my phone to arrange delivery - all downright lies. I got my money back but I was charged for the phantom delivery which I suspect was their profit margin in the first place, and their website clearly states ‘free delivery’. You have been warned.

Order went through very smoothly and at best price . Delivered on time as well. Would recommend company.

Fireworld gave me good advice about the type of fire that would suit my apartment. It was not a straightforward installation but their fitters did a first-class job and I am totally pleased with the result. No hesitation in recommending them.

Brought a fire from this online company. Did not receive confirmation so called the office as stated in the small print (made sure I read it all before ordering due to being online company)
They had my address down wrong so that was my input error but they soon corrected that and straight away sent me out a confirmation.

5 days later I had a call the fire could be delivered a week later so not too bad on delivery time, couldn't give me a time slot but would call me an hour before delivery.

Waited in on delivery day for the item to be delivered at 4.50pm. Signed for the item damaged as stated in their terms as I hadn't got time to check it because the delivery drivers don't ever wait.

Unpacked it, found it to be faulty so rang up the office was told the customer service department would need to deal with it and they don't have a telephone number so it has to be done via email. Keen to get my £998 back I emailed straight away and it took over a week for them to agree to fetch it. Once fetched no confirmation received and took another week for the money to be received back.

A lot of chasing on my behalf and no contact number for any problems. Not the best aftercare in my opinion but I did receive my money back in full.

I would rather pay the extra £40 and get it from a shop next time less hassle

We've just had a new gas fire installed by Fireworld Torquay. The advice we received was spot on and the fitters were professional and friendly.
The fire is easy to use and very efficient, we won't know the long term verdict until we put the fire on for the winter. But so far we are very happy with everything.
Vince & Lyn Strogen
Torquay

I have just bought an amazing fire surround put it together in 30 minutes looks absolutely stunning especially with my dimplex optymist fire so well done fire world for a fantastic service

After speaking to several online retailers I found Fireworld one of the most helpful and informative as well as being the overall cheapest I would use them again in a heartbeat. Thank you for all your help, my fireplace looks wonderful.

Excellent company! Can't say much more than that. Fabulous customer care department. Kept us informed of the shipping and when our fire would be arriving, which was very quick, by the way. I am extremely pleased and I'd recommend FireWorld to anyone!

I bought a hole-in-the-wall style gas fire to install into a brick chimney breast, but on reopening the chimney discovered that it had a flue lining, which I was not expecting. I contacted Fireworld to help source additional flue connector parts to suit the firebox I had purchased. I also needed the parts ASAP since I had Trades booked in all week to do the job.

No part = delayed finish, extra cost and hassle!

The representative at Fireworld totally understood the situation (I doubt I am the first person to be in such a position!) and was really quick to find the parts I required. They also talked me through the ordering process and arranged priority delivery so that the parts would arrive in time for the fitter to install.

In my experience, such an exceptional level of customer service is quite a rare thing and should never be overlooked.

Thanks to all at Fireworld.

I recently bought a top of th range DIMPLEX SP16 ELEC FIRE from this company. The sales team were nice on the phone and it arrived quickly. Sadly I have a broken neck for the second time and on getting thennews it is irreparable I have had to re-organise the room so the fire would no longer fit. I rang the sales team again (as they don't have a customer service Line) I explained my unusual circumstances and told them th for was I pond and still in th box so requested an exchange for a smaller fire. They told me to put all of that info in an email to CS. I did this and was shocked at their response days later. They told me prior to returning the fire I would have to pay for another fire from them first...Then I would be charged a restocking and admin fee in total of £210 ( just under 50% of what I paid for the Dimplex fire!) and also that if the SP16 was found to be imperfect in any way I would not get a penny from them and would have to collect it myself from Liverpool!!!! I responded to this saying how unfair I found their offer and as a disabled person was disgusted by their lack of Cusromer care etc etc....fact I sent that email 26 times and THEY HAVE IGNORED EVERY ONE!!! They take you money then could not care less as don't even have staff to talk to to discuss any problems.....!!!! AVOID them...I CERTAINLY WISH I HAD READ THE RECIEWS FIRST!!!

excellent hassle-free service, speedy delivery by courier, helpful response to technical queries - would definitely recommend.

From the moment we placed our order right through to delivery we were kept informed of progress. The wood burner stove was an excellent price and we would recommend Fireworld.co.uk. Ben in customer service deserves a special mention.

Just received a crystal manhatton fire, received in good time as I was comunicating with the company on arrival, and they were responding to my emails within an hour or two. Partner checked fire, and all ok, I checked the fire and there were no fittings, instructions or logs, and the fire had some scratches to it, which when fitted would be concealed so not really an issue, but emailed fireworld to ask why the scratches were their and had I bought a returned fire along with a request for the missing parts,,only been a few days!! But I anticipate a nightmare trying to obtain these parts if going by other customers encounters once a cockup has been made.
UPDATE, what can I say. I got a call 3 days later, they apologised for not replying dut to I,T problems, they found my missing parts and received the next day, all is well.