FDC (UK) Ltd (TRADE SHOWROOM BY APPOINTMENT ONLY)

We recently received a bespoke mantel from this company and unfortunately had a very disappointing experience. The mantel was poorly packed with no support to the items. Upon opening the crate we found a chip on the frontside of the mantel, which my colleague immediately brought to their attention. However, instead of providing good customer service, Charlie Waddington (FDC) insinuated that we were the ones responsible for the damage. It's important to note that we had stored the product unopened in a crate for a long time, as we were waiting to install it on our showroom floor after removing their existing display. We understand that this situation is frustrating, but we did not expect the disregard and dismissiveness from the company. The customer service was truly disappointing, and it's concerning to see this level of indifference towards a customer who sells their products. Additionally, it's extremely disappointing to be completely disregarded despite having a relationship with the company for over 20+ years. It's sad to see this level of disregard towards a longstanding customer. As a result of this experience, we have decided that we will no longer sell their products.**Update to FDC Response**I would like to point out that the information provided is factually inaccurate. The crate in question was fully sealed and was not opened by us for inspection. As we previously stated, it was only opened once we sold the existing product that we had on display in our showroom. To continue to suggest that we damaged the product is unfounded and does not reflect well on the individual making these claims. While we have had a positive working relationship with the company overall, it is disappointing to see such a typical response from their director, Charlie.

Great fire and very approachable

Really friendly and very helpful

Paul had the patience of a Saint when he helped us choose the surround for our new fire. He definitely knew his stuff and we would thoroughly recommend FDC. It was certainly worth the 80 mile round trip!

Some lovely fireplaces and nice staff

Not very impressed ...£600 gas fire, in its third year of use and spark generator goes. Obviously out of their generous 12 month warranty, but should not have expected a unit which is used for fractions of a second to fail so soon. Then it costs nearly £200 pound to get it replaced!!!

Great place very professional