The Fireplace Warehouse Reviews

Name: The Fireplace Warehouse
Address: 215/233 Accrington RoadBurnley, 215/233 Accrington RoadBurnley, Burnley
Rating: 4.34

4.3 Rating 276 Reviews

84 %

of reviewers recommend The Fireplace Warehouse

Company Reviews

Metrics

Info

4.3

Based on 276 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 90%
Accurate And Undamaged Orders	Greater than 94%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	4 out of 5

Visit Website

Phone:

01282 832550

Email:

neild@thefireplacewarehouse.co.uk

Location:

215/233 Accrington RoadBurnley,
215/233 Accrington RoadBurnley
Burnley
BB11 5ES

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The Fireplace Warehouse 5 star review on 26th March 2022

Anonymous

AMAZING! The fireplace we had installed last week is just simply beautiful. For many years we thought of having a gas wood burner with a new fireplace installed however we could not face the decision making and the anticipated mess! However, we were so wrong. The Fireplace Warehouse had been recommended to us by the owner of building and plumbing company I use regularly in my job; he had had an excellent experience with them and he is actually in the trade so we were happy to check out his recommendation. I think it speaks volumes when other trades recommend. On arriving at the showroom in Burnley we were guided to the fireplaces and wood burners appropriate for our home's needs and are so grateful to David Haworth who "held our hands", played referee (!) and for informing us of the different alternatives but also advising us of the most practical solutions. Once the survey was carried out some ten days after visiting the showroom, David went through everything again with us. He was so patient with me he deserved a medal! David explained the whole process and what it would involve. We were given the option to arrange some of the preparation work ourselves if we so wished - as I have excellent contacts in the trade through my job we opted to arrange to have the chimney swept, we had the scaffolding erected to allow for the flue liner to be inserted, we had a trench dug around our property from the gas box to the lounge (as we have tiled floors through out we could not go under the floor) and arranged the skip. David would have arranged these preparation works if we needed him to and for some that could be a very good option. We were advised by David the process would take two days for the installation and we should pay the installer direct. Installation Day arrived - I cannot thank Steve Dewhurst and his assistant, Micky enough. They were brilliant. Turned up at the appointed time, laid out coverings on my floors to protect them, such clean, efficient workers. They kept the mess to an absolute minimum which lets face it soot and bricks and crap are not the cleanest of materials yet they made it look effortless. They worked so hard - two long days but got it done. They managed to lay the gas pipe so it was discreet and well hidden so aesthetically you would not notice it, but within the safety guidelines. I am attaching some photos to show the height they had to climb up the scaffolding just to drop the flue liner down and did it with no complaints. They were truly amazing and I now have the fireplace of my dreams with the most beautiful wood burner, mood lighting behind and gorgeous grey tiles in the background - please see the photos taken day and night! Just got to sort the rest of the room out now - more decisions! THANK YOU DAVID, STEVE AND MICKY - SIMPLY THE BEST. Maria & Paul, Parbold

The Fireplace Warehouse 5 star review on 14th June 2016

Maria Evans

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Absolutely shocking customer service - After initial contact proved hard Ive now spent 4 days trying to contact them and still have not spoke to them. Sales department refuse to help saying its not their department. You cannot leave a post on facebook as they review every post. Had to threaten them with parking a large billboard outside the shop saying just how bad their aftersales service actually is - At this point still not had a reply Fire is 10 months old & will not start, they say because it hasnt been serviced they wont cover the fault even though the fire doesnt have to be serviced until it is 12 months old. Read reviews on other review sites and do not be fooled by facebook as they negative posts are not shown”

Helpful Report

Posted 8 years ago

Dear Mr Slater, Please accept my apologies if you feel that we haven't dealt with this issue in an appropriate manner. It is always our intention that the customer comes first, in fact our good reputation has been built on customer's recommending us to friends and family. I have checked with our customer services and they returned your call within an hour and left a message as you were in a meeting. Our phone system logs all calls and we can find no record of any further calls made from your phone numbers over the following 4 days. The next contact we had was this review and within one hour had recontacted you and we have arranged for the manufacturer to contact you direct. I believe the confusion may have arisen as the fire was purchased on the 23th October 2015 and the manufacturers state that a gas appliance should be serviced/safety checked within a 12 month period and not at the end of 12 months. John Hobson Regional Manager

Posted 8 years ago

“having had fireplace and fire fitted, which was very good service by the two guys who did the job. unfortunately after a couple of evenings with the lights on of the fireplace, they stopped working. when i rang to inform stockport branch of this , they said they would ring me back with an appointment for these to be repaired by electrician . No phone call recieved so ended up replacing transformer myself and new bulbs. five days of waiting , very poor after sales service.”

Helpful Report

Posted 8 years ago

Dear Mr Simpson, Please accept our sincere apologies, we logged your concern with our customer services unfortunately through human error we did not follow this up. John Hobson Regional Manager

Posted 8 years ago

“Excellent and outstanding service. Ordered my gas fire over the phone talked to Dave who was very friendly and helpful.”

Helpful Report

Posted 8 years ago

“ORDERED A DIABLO BERING FIREPLACE AND FIRE ON 3.6.2016, DELIVERY WAS MEANT TO BE AROUND 27TH JULY, I GOT A PHONE CALL A FEW DAYS BEFORE SAYING THE DELIVERY WOULD NOW BE AROUND 20.8.2016, I HAVE NOW RECEIVED ANOTHER CALL SAYING IT WILL NOW BE 21.9.2016. I FEEL REALLY ANGRY BECAUSE I HAVE NO HEATING AND MY CARPET CANNOT BE LAID OR MY NEW SUITE CANNOT BE DELIVERED. I ONLY HOPE THIS WILL BE THE LAST CHANGE OR I WILL BE TAKING LEGAL ADVICE”

Helpful Report

Posted 8 years ago

“Excellent service from all sections of the company. Very helpful in customer service and very prompt and friendly delivery. The delivery men worked hard to move such a heavy fireplace without any complaint and took great care not to damage the fireplace. It's not installed yet as decorating still underway but so far would highly recommend this company.”

Helpful Report

Posted 8 years ago

“Would never order from here again, very poor customer service”

Helpful Report

Posted 8 years ago

Hi Danielle, please accept my apologies that you were not 100% happy with the service. We strive to make sure that our customers get the best service possible all the time. I have looked back on our records and your order was placed on a supply on basis via our web site and was received on time and in good order. Your complaint is regarding installation which you privately arranged and any complaints should be addressed with your installer. Regards - The Fireplace Warehouse (Online Team)

Posted 8 years ago

“I visited the Fireplace Warehouse Burnley Store in May of this year and with the help of Neil the Deputy Sales Manager designed my very own bespoke limestone fireplace. The fireplace was was ordered from Portugal and hey presto! four weeks later it was delivered and installed by Glen and Liam the fireplace fitters. The Fireplace Warehouse truly did give me a one stop service from the minute I walked through the door to the minute the installers left, all in all a thoroughly pleasurable experience.”

Helpful Report

Posted 8 years ago

“My fire surround arrived very quickly, Only problem was that there was a nick in the wood. Another one arrived, again very quickly. Only snag now is getting the first one collected!”

Helpful Report

Posted 8 years ago

“As described good com's a 5* service many thanks”

Helpful Report

Posted 8 years ago

“Excellent customer service and fantastic product, I was worried as it is such a big item to buy on line however can not complain about the way I was treated, thank you and will be back to shop again.”

Helpful Report

Posted 8 years ago

“The stove that I ordered on the website was delivered promptly & on time. It is a great website, easy to use & very informative. My email enquiry was answered at 10:15pm one evening - I was not expecting that, but this made my mind up to use this company. a real breath of fresh air - Thank you, David & Louise”

Helpful Report

Posted 8 years ago

“AMAZING! The fireplace we had installed last week is just simply beautiful. For many years we thought of having a gas wood burner with a new fireplace installed however we could not face the decision making and the anticipated mess! However, we were so wrong. The Fireplace Warehouse had been recommended to us by the owner of building and plumbing company I use regularly in my job; he had had an excellent experience with them and he is actually in the trade so we were happy to check out his recommendation. I think it speaks volumes when other trades recommend. On arriving at the showroom in Burnley we were guided to the fireplaces and wood burners appropriate for our home's needs and are so grateful to David Haworth who "held our hands", played referee (!) and for informing us of the different alternatives but also advising us of the most practical solutions. Once the survey was carried out some ten days after visiting the showroom, David went through everything again with us. He was so patient with me he deserved a medal! David explained the whole process and what it would involve. We were given the option to arrange some of the preparation work ourselves if we so wished - as I have excellent contacts in the trade through my job we opted to arrange to have the chimney swept, we had the scaffolding erected to allow for the flue liner to be inserted, we had a trench dug around our property from the gas box to the lounge (as we have tiled floors through out we could not go under the floor) and arranged the skip. David would have arranged these preparation works if we needed him to and for some that could be a very good option. We were advised by David the process would take two days for the installation and we should pay the installer direct. Installation Day arrived - I cannot thank Steve Dewhurst and his assistant, Micky enough. They were brilliant. Turned up at the appointed time, laid out coverings on my floors to protect them, such clean, efficient workers. They kept the mess to an absolute minimum which lets face it soot and bricks and crap are not the cleanest of materials yet they made it look effortless. They worked so hard - two long days but got it done. They managed to lay the gas pipe so it was discreet and well hidden so aesthetically you would not notice it, but within the safety guidelines. I am attaching some photos to show the height they had to climb up the scaffolding just to drop the flue liner down and did it with no complaints. They were truly amazing and I now have the fireplace of my dreams with the most beautiful wood burner, mood lighting behind and gorgeous grey tiles in the background - please see the photos taken day and night! Just got to sort the rest of the room out now - more decisions! THANK YOU DAVID, STEVE AND MICKY - SIMPLY THE BEST. Maria & Paul, Parbold”

Helpful Report

(Burnley) - Posted 8 years ago

“Visited the Burnley shop with my husband & two young sons a couple of weeks ago. They have the best selection that I have ever seen but it was spoilt by two of the sales staff smoking electronic cigarettes on the shop floor. Not a good look & not a good example to be showing in front of four year old children”

Helpful Report

Posted 8 years ago

Thank you very much for your feedback and for bringing the issue to my attention as we have a company policy that the use of electronic vaporisers is strictly prohibited. The staff in question have been formally reprimanded and I hope you will revisit our showrooms in the near future. We can offer personalised visits at a time convenient to you, please do not hesitate to contact me to arrange one. John Hobson Regional Manager Tel: 01282 832550

Posted 8 years ago

“We bought a Dovetail Arch fireplace & a Legend Virgae gas fire from the Deputy Manager, Neil. The service that we received was second to none & nothing was to much trouble. He changed the trim colours in the showroom half a dozen times before my wife decided which she liked best. We even talked about motorbikes while she made her mind up! The fitter Dan Townsend did a fantastic job, sheeting up our new sofas & even knocked the birds nest out of the chimney pot that it was blocking up. All in all it was a great experience & my daughter has just had a quote from Neil for her new house - Well done, it's nice to see such enthusiasm & honesty nowadays - Mr&Mrs Bentley (David & Jo)”

Helpful Report

Posted 8 years ago

“We visited the Burnley branch on the 8th May looking for a new Fireplace and gas fire for our newly plastered and decorated living room. We were approached by a friendly, knowledgeable salesman, Dave Haworth. He explained where we would find everything in the showroom, advised us to have a good look around and then come back to him with any questions or further information we needed. Our questions, indecision, many trips upstairs and then downstairs, and requests for width and height measurements must have been exhausting but he was completely unfazed! When we finally made our decision and placed our order we were told that our fireplace would be arriving from Portugal on 27th May and would be delivered and fitted on the 1st June. A few days later we changed our minds about the colour of the trim for the fire and had no problems when we contacted Dave who amended our order immediately. We received a phone call on the 31st May to confirm the Gas Safe engineer would be coming after 1 pm the next day to install our purchase. Steve Dewhurst and his assistant arrived on time and did an excellent job of fitting and installing the fireplace and fire and making sure the room was fully clean and tidy before they left. We are delighted with the service we received at the Burnley showroom from start to finish and would highly recommend everyone involved. Thank you Dave and Steve for the excellent customer service.”

Helpful Report

Posted 8 years ago

“I ordered a pebble set fopr a Legend Vantage. Unfortunately some of it was broken when we opened the box. However, Neil got this sorted very quickly & we had the replacements the next day. It was brilliant service & not something you see these day - Brilliant people & I would recommend them anytime”

Helpful Report

Posted 8 years ago

“I bought a Napoli electric fire on the website in April 2016. The whole sale was so easy & I used the 12 months free finance too. The delivery driver, Tom, was so helpful when he delivered it - I would have no hesitation in using these guys. 5 star service - Thank you”

Helpful Report

Posted 8 years ago

“be aware Do not use this company After care service is terrible save your time and effort go somewhere else my mum bought a fire and fire place nothing but trouble when it got fitted they said seal was broken and they would come out nobody came I rang they knew nothing about it they eventually came did not fit the seal but cleaned the glass they said the coal bed was broken and would re order had to ring them again problems with the order they came fitted new coal bed no seal fitted then they come out again even the engineer did not know why he was there he messed with fire when my mum went to put it on the fire is loose not fitted and unsafe I've which now can not be usedcontacted numerous times asked to speak to a manager twice still waiting they do not ring back when they say they wii customer service shocking the bee all and end all is they will take your order and your money don't expect any after care service if there is any problems how can companies like this still trade How do you sleep at night this is a vulnerable adult you are doing this too”

Helpful Report

Posted 8 years ago

Dear Sir/Madam, Please accept my apologies if you feel that we haven't dealt with this issue in an appropriate manner. It is always our intention that the customer comes first, in fact our good reputation has been built on customer's recommending us to friends and family. I have checked the history of this order and according to our records we have reacted quickly to each complaint. Two different engineers have been out to the fire and rectified the faults that have been highlighted. After speaking to the second engineer I can confirm that the fire is correctly sealed and in no way unsafe. The trim of the fire however may have come loose, this is just a cosmetic part of the fire and doesn't affect the operation in any way. I will be contacting your mother today to arrange for an engineer to come out again on Friday to check the fitting of the trim and to address any other concerns she has whilst he is there. He will also talk her through the correct way of using the fire, hopefully this will prevent any further issues. I hope this allays your concerns but if you wish to speak to me directly then please call me on 01282 832550. Kind regards M. Greenwood Store Manager

Posted 8 years ago

“We love our new Abbey Oak fire surround. It's very well made, excellent quality and really good value for money. It was ordered on line on a Saturday afternoon and was delivered by the following Friday. Very pleased with this purchase.”

Helpful Report

Posted 8 years ago

“Great service & very good products. It was a nice, easy transaction from start to finish”

Helpful Report

Posted 8 years ago

The Fireplace Warehouse is rated 4.3 based on 276 reviews