Victoria Stone Fireplaces (Showroom By Appointment Only)

May 17th, 2022

Apr 30th, 2021

Oct 15th, 2019

I had actually forgotten to post a review for Victoria Stone after they provided a shocking service for our DRU fireplace installation 2 years ago. Despite clearly outlining how they had cost us over 1,300 in additional fees they just ignored our emails and I've given up chasing. I have summarised our experience below:- 1. Following numerous telephone conversations and a site visit in December both Jack and Tony insisted that if we placed an order before the 24th December 2017 we would receive it within 4 weeks. When this date came and went we spoke to both members of staff again and were met with forceful and robust exclamations about never promising a delivery date, that WE were lying and an attitude of "how should I know - it's probably being made in Holland" (verbatim). Not only is this sort of behaviour reprehensible when we made it specifically clear how important the time window was but due to the late arrival of the fireplace it cost us additional man days and meant that we were not able to move in to a completed house (it being the last item to be installed). 2. After numerous calls and emails Tony wrote an email to our builder stating what he needed him to do, including having to use expensive fire proof plaster to coat the surrounding fireplace. We were never made aware of this beforehand and it ended up taking 2 days more than anticipated because of the difficulty in using the fire proof plaster. After all of this when the installers came to install the fireplace, they asked why we bothered spending all that time and money as they just boarded the surrounds with a fire resistant board. 3. The two gentlemen who installed the fireplace decided to install a 12mm plasterboard surround which meant it protruded further than the actual wall/fireplace edge which was obviously an extremely stupid thing to do. This caused further delays to finishing the property as the builder could not do the finishing work he planned to do and he had to return to site on a weekend which obviously cost us more money. 4. Following the installers replacing the plasterboard with the correct width, the wall then had to be replastered a second time and sanded down after we had moved into the property. This cause the entire house to be covered in plasterboard dust whilst we were living there with small children which was exactly what I wanted to avoid. In summary nobody at this company has any idea what they are doing (the installers don't speak to the people in the shop) and they lied to get a pre-xmas order. Finally; trying to speak to anybody on a regular basis is like pulling teeth and we constantly had to chase. Nobody returns emails or phone calls. The cost from VS was c1,300 and our additional costs were an additional 1,300 due to their incompetence. Take your business elsewhere!
Sep 28th, 2019

I was most impressed with the advice and guidance I received from Victoria Stone. They helped us through the design process then handled the installation really professionally. Highly recommended.
Mar 19th, 2019