Fireplace World

I purchased this item as it looked lovely. The surround was reasonably easy to install and looked good. The insert fire is another story. When I inserted into the surround it scratched the Heath badly. After further inspection the fire place is very dangerous especially if you have young children. The finish product is poor and very sharp, running my fingers along the fire was like Razor and it will cut and cause harm. After numerous emails the company are totally unprofessional and and in fact the whole shopping experience has been a nightmare. I have now contacted my credit card company to obtain a refund. Do not use this company. You have been warned.

I bought a fire surround from fireplace world, the item arrived quite quickly but was a bit too big for my living room and was exceptionally heavy (my fault i didn't read the weight in the description) i returned it(free of charge) because it wasn't right for my living room, but the item was very good quality, beautiful marble and slate and i found the customer service really quick to answer emails and very helpful, as were the delivery men. I would buy from them again and recommend them

After buying an expensive fireplace and not being able to book it to be delivered on a Sat. I took the day off work last Friday 23/11/2018 delivery was straight forward and the two guys asked if I wanted it taken out of the box. I was inspecting it as you do only to see only to see a crack between the post and the hearth. I asked them to take it back, the delivery men told me "This has been happening all day", I didn't like the sound of that so I called their head office even though the driver said I would be called in 5mins to arrange another one.

When I called them I told them I had no other days to book off work and could they rearrange for a Sat the answer was no right away. I'm fed up with companies taking mick. Then I said well the mistake is yours and clearly you have a lot of stock that is damaged otherwise your delivery drivers wouldn't be saying they have had this all day with their stock.

She wouldn't budge so I asked for a refund, however they were quick enough to take my money but I had to wait a week for it to be given back to me, I haven't checked it yet but delivery had better also be included or I'll blow my top. They shouldn't have to hold on to your money and try to get every last penny they can on interest. I had already waited two weeks for delivery from the day of the order. It's appalling service and I'm not chancing them sending me another broken fireplace four weeks after ordering the first. They should be checking stock routinely if not as a requirement of warehouse practice, then at least before shipping them to a paying customer.

The whole thing seems dodgy, steer clear