Focal Point Fires PLC

I purchased a focal fire from a high street retailer. One part was damaged. I called customer service t focal and spoke to Lewis he was professional and got the issue resolved promptly. Also the couriers used to deliver the new part were really good and kept us informed regarding delivery. Well done!
Nov 30th, 2022

Very low quality fires, usually arrive with factory damage or parts missing. I tried to install a fire this morning but parts were missing out of the sealed box. When I called to ask for parts to be sent out I was told by customer services that I could purchase the missing parts!! But they would not send them for free. The reason they gave was that the fire was not purchased from one of their authorised dealers? However it was purchased from a merchants that will only supply to Gas Safe Registered Engineers.. and presumably this merchants have been supplied by Focal Point given the fact that it is a Focal Point fire. Utterly shambolic.
Oct 24th, 2022

Purchased a fire via Screwfix which came direct from Focalpoint. Upon installation we noticed something behind the display which detracted from the effect so I contacted Screwfix and within an hour Focalpoint has emailed me asking if I could provide a picture. This was last Friday and this Wednesday our replacement arrived, I can honestly say I have never experienced such fantastic customer service and would definitely recommend to family and friends.
Feb 27th, 2022

Don't waste your money! Purchased two fires in March, was told there would a delay of 3 months, then the fires never turned up, so contacted them numerous times only to be told they would aim to arrive in July. A total of 6 months delay! The problem is the lack of transparency or communication from the customer service at this company- if i'd known it would be a 6 month wait obviously I would have shopped elsewhere. Total waste of my time and has delayed my project!!!!
Nov 12th, 2021

I purchased a led electric fire via the local range shop. It arrived in a couple of days. The fire looks stunning against the wall next to my mantlepiece. Highly recommended
Aug 31st, 2021