Fire Group

Poor Aftersales

The range of fireplaces is good, however as a lot of other reviews say the after service is very poor. Once you have paid for the fireplace they pass you onto their reccommended self employed installer Trevor who is the managers son, he was very unreliable throughout installation. He failed to turn up, as did his gas engineer, he installed the baffle plate wonky, we asked him to fix it, we were ignored but received an invoice due for payment by the next day. It was only when we refused to pay until the fitting was corrected that he was in contact with us to do it on christmas eve. As we were away over christmas it couldn't be done until the new year. In early January Trevor the fitter, called in without prior arrangement, or our permission, he was able to access our house as a joiner was there doing work at the time. He then told me it was fixed with no photo to prove but demanded payment that day. When assessing for the chimney liner in the summer he said that extra work was needed so we were charged more by Firegroup, this was not eventually needed. When we were asking the shop to look into their attitude was very poor, the manager(fitters father) never available, didnt call us back. It was only when we said we weren't settling the bill to the installer until all was resolved that the shop came back to us straight away, disagreeing with us that there was an extra fee. Bearing in mind we paid a Premium (10k for 2 fireplaces) over an online price, thinking we were getting a personal and local service, that we could rely on if we had any issues, we were unfortunately wrong.
My advice to anyone thinking of buying from them is to read all the online reviews carefully, our issues are very common for their customers, and do not pay unless 100% happy, otherwise issues won't be resolved. We have two more fireplaces to get, instead of going back to firegroup, we've managed to save a lot of money by going online and getting our own fitter, we would have saved a lot of...

Helpful team

A wide selection of products and a very helpful team. Despite the problems of lockdown they persevered to find a good solution to our problem providing a very satisfactory outcome at a reasonable price.

Fire Group

A great choice of electric and gas fires. There are also natural wood and coal burning stoves. Anybody thinking of purchasing a new fire should make more than one visit as there is so much to see.