www.fireworld.co.uk Reviews 69

AVOID LIKE THE PLAGUE

Extremely poor customer service, catalog of errors and you are unable to speak with anyone who can actually do something.

1) Used their Automatic service to check delivery - NEVER RECEIVED AN E-MAIL UPDATE
2) Never received any response to e-mail requests to customer service for an update
3) Went through to sales for an update sometimes they were quite helpful sometimes they were atrocious
4) Either way whatever they said never materialised
5) Just got of the phone with them now and the term used by the sales girl was 'NOT MY PROBLEM'!!!

We placed the order 13th April and still unable to find out when it will be delivered (today 30th May).

I bought a Delta Halewood electric fireplace off Fireworld recently and just wanted to comment on the product and service I received. They quoted 10 days for delivery but to my amazement I received the goods within 5 days, very good quality, well packaged with no issues with good communication. I had a few queries over the operation of the fire and I found their customer services team to be very helpful and knowledgeable in answer my questions. Their price for this fireplace was the lowest I could find anywhere and they have a good easy to understand website with a lot of information compared to other websites I visited. All in all a very good company to deal with.

I just wanted to tell others of my experience with Fireworld. I bought a hang on the wall electric fire from this company and I found them very helpful, knowledgeable, their products were the best prices I could find on the internet and the product is really good quality and does exactly what it says on the can. So to speak! I did talk to other suppliers on the internet offering the same fire but found Fireworld to be head and shoulders above the rest of them by a country mile! I have already recommended Fireworld to a few friends of mine and wouldn't hesitate to recommend them to anyone looking to buy a new fire.

I just wanted to say how pleased I am with my new fire and fireplace. I was recommended by a fried to buy from Fireworld and I have to say I wasn't disappointed at all. Their prices are the lowest on the Internet and their staff are extremely friendly and knowledgeable. I did have a problem with the fire when it was delivered as the trim had a dent in it but their customer services emailed me back after delivery and swapped it in a matter of days as they said they would. Now that's what I call excellent service! Well done guys! I have since recommended Fireworld to lots of my other friends and one I believe has just purchased from them also. It is a pity that more customers don't come forward to comment on how good service is as we can be very quick in this day and age to criticise and only write negative comments.

I recently purchased a complete fire and fireplace from Fireworld and that was before I came across this review website! I have to say my experience was second to none. From the outset their staff were friendly and helpful and the delivery was on time without any problems. Communication was good throughout the order process and I would not hesitate to reccomend this company to anyone. Looking at the other reviews on this website they do surprise me but then again there are always 2 sides to every story I suppose!!!!!

I make most of my purchases online. This purchase went very smoothly and I got my fire for a great price.

I ordered a fire through fireworld after being assured by their promises and terms and conditions on their website that it would be ok. I received the fire much later than when advised and realised that it was not what I had expected and I wished to return it for a full refund. The telephone number supplied on the website is full of long winded automated messages and at the end of each option,you cannot speak to anyone direct or even leave a message. I contacted them by email the day after delivery (they have a 7 day cooling period for returns) and to this day after 6 weeks, I have had no response to several emails I have sent them! I have contacted my card company to hopefully retrieve a refund for me, I have complained to the trading standards agency and have also contacted watchdog to try and prevent this happening to any potential customers in the future. Recently I have made contact with the manufacturer, be modern to request if they can be of any assistance. They were extremely helpful and are in contact with fireworld on my behalf to hopefully resolve this matter soon because I am completely fed up! They advised me that fireworld had informed them that they have contacted me regarding the return and that I had refused to pay a handling fee so wont return it! This is completely false and adds to the many lies that are written in their terms and conditions!please avoid this company at all costs, I hope that this will be over soon!

I ordered a FlameRite Corello electric fire from Fireworld after telephoning them for confirmation of delivery timescales - I was assured that deleivery would be WITHIN the estimated 10 day timescale shown on their website.
Delivery took 12 days (not that bad but read on!) but only after my chasing them by phone.

They have a strange policy on courier deliveries - read the terms and conditions quoted on their website! ;-)

On unpacking and examining the fire a number of manufacturing/production defects were apparent. I immediately emailed Fireworld, no response by the following day so I telephoned them and was asked to send my email again to a different email address, again no response by the following day so I phoned again and was told that someone would call me back. A further 24 hours on and not having had that call I phone again - now advised that I'll get a response to my email within 5 days!, asked to speak to the owner/manager but was refused!!

I decided to contact the manufacturer [Link] direct, bypassing Fireworlds appalling customer service/support, to see if they could be of any help. Within 15 minutes of my email I had a phone call from them, genuinely concerned to hear of my issues and arrangements made for replacement parts there and then....top marks to [Link]!
Their engineer has called and all is well again.....some of the damage was in fact due to poor handling not in accordance with the instructions they give to resellers i.e. down to FireWorld.

Two weeks and nothing heard from FireWorld, I'm not that surprised judging by the attitude of the people I spoke to on the phone!
The issues have only been sorted due my having chosen a [Link] fire and their exemplary customer service stepping in to do what FireWorld should have.....I only hope they stop supplying FireWorld!
[Link] 10/10

FireWorld 1/10..........be warned ;-)

My order was accepted and the money taken on a long since discontunued line which was still being advertised on the website.

I tried to contact customer services but they will only communicate through emails, which they never answer.

One month later I still have not recieved a refund so have had to contavt my credit card company to help me get my money back.

My advice is to steer clear of this company and go somewhere else. Be carful they trade under several names.