Fireplaces Are Us

Very poor customer service. Would not use this company again.

Terrible service. Spent a thousand pounds on a fire place to have it dumped on my front lawn on a pallet. 65kg fireplace and I've just had a hernia repair op, no idea how I'm going to get it into the house absolutley ridiculous. Apparently won't bring into house because of insurance issues. Not a problem I've had with other companies in the past. Utterly shocking!!!

If you want to buy from a company that sends the incorrect item to you and then proceeds to blame you for their fault then look no further. This company is fraudulent with no sense of human customer service!I have just had to deal with possibly the most worst customer service I have received in the many years I have been purchasing goods online. I honestly am shocked and appalled by the treatment I have received over a situation that isn’t even my fault to begin with.I ordered a Flueless Heater in CHROME from the website a week ago (this link is still live and you can still buy this!) I ended up receiving BLACK which I hadn’t realised till the plumber had installed it whilst I was away.I come home to a black heater! I double checked my order confirmation and the link and nowhere did it mention black which is why I never checked the package trusting that I would receive the colour that I had bought as you normally would!Immediately contacted customer service and had the displeasure of speaking with Karen who from the get go had an incredibly patronising and condescending tone of voice. At no point did I feel like I was a customer to her voicing genuine concern over the wrongdoing of my order but a criminal who had just done something wrong!After describing this horrendous and stressful situation I was eventually told that I would get a call back as fireplacesareus is a marketplace so they would need to contact the company directly but actually didn’t hear from them until 3 hours later. Karen very rudely just said that the company have said they don’t sell the chrome version anymore and nothing can be done and all the fault is now on me for getting in installed.So;- Why did this company fail to communicate this with me AFTER I placed the order? Surely as a reputable company you would inform your customer that the colour they wanted is no longer available Before they dispatch it?- How can this be a trusted company if I need to rely on myself to check it? I had a plumber allocated to come in and install the heater where I couldn’t be present. but as a customer I expect what I receive is the same as the description or is that too much to ask?- If the colour is no longer available why is this link still ACTIVE? So that more customers can buy it and end up getting a colour they never ordered?- When is it ok for anyone to be spoken to in a rude, arrogant and patronising way and be given the blame for this?I am seriously doubting the legitimacy of this company and I will not be hesitating to NOT recommend this website to fellow friends and family as they refuse to take ownership of their fault and instead blame the customer!

Ordered a fireplace, it took a little longer to get to northern ireland but this was due to covid 19 and lock down so I can't complain. The fireplace looks great and arrived very well packaged, the delivery charges were also very reasonable compared to other companies who were trying to make a profit off the back of the delivery as well as the fireplace.

They had eveything

I am over the noon brilliant thank u

Great staff, fireplace delivered when arrange by two helpful drivers!