The Fireplace & Stove Centre

2021 - Terrible after sales service. I would not recommend this company. The initial sale was good, charming, and the price was good. However, the fire that turned up was not quite the same as we had expected for some reason and when we telephoned to query it they said the supplier must have changed the design, no apology or other explanation, poor communication from them. We've had problems with the fascia not fitting correctly ( the top edge falls away) and the main ceramic base cracked within 2 weeks of using it. We had problems getting to speak with either the owner Richard or the installation engineer Tom, who is related to the owner. The gas safe certificate never arrived and turned out not to be registered despite twice being told they had done it or would check again. Each time I asked for this I was fobbed off, until I said I had contacted Gas Safe directly. The installer does not want to come back out to fit a new ceramic base and again keeps fobbing me off saying the part is on order and there is no stock with the supplier "due to Covid". I contacted the UK supplier BFM myself and they confirmed they have stock ready to be despatched on a daily basis and apologised for the faulty part or any faulty fitting. Neither Richard nor Tom have ever apologised at all for any of the issues we have had, the inconvenience or the delays in getting back to us. On the phone Richard is particularly dismissive and arrogant. I would not recommend this company. When I added this review to their Facebook page and to Thompson Local from their website, they always delete it leaving only the 5* reviews... beware (2021) UPDATE JAN 23 ..Further to this, I have just had the gas fire serviced, it's first full service since installation - and the service engineer has condemned the fire and capped off the gas to it to prevent usage, because the pre cast flue in the loft is leaking and could potentially cause carbon monoxide poisoning! I've had an engineer out today to assess the flue and he says it has not been installed correctly and will have been like this when the fire was installed. Whilst this gas fire company did non install the flue, so are not responsible for the faulty fitting, they should have done a full test and assessment of it before installing the fire, and either corrected the damaged flue or not installed the fire as it is dangerous. I now have a fire that I cannot use or a very expensive bill to correct the faulty flue. DO NOT USE THIS COMPANY.... In response to the reply below from the company - yes I did report him previously to Gas Safe, as they are well aware, and now unsurprisingly the engineer is no longer registered with them. I have found somebody to carry out the repairs to the Flue at great expense but at least it is now safe
Feb 9th, 2023

Owner friendly and not pushy showed us a few electric fires and turned them on to show have seen what we want and will be back to place order
Aug 13th, 2022

Excellent service,and knowledge of what my budget was.the fire supplied was better than expected. He even helped me carry it out to my van.
Nov 17th, 2021

Hearth, stove, liner all purchased and installed March 2019. The day of the installation was a shambles, they had real trouble installing the liner. The finish of the workmanship cosmetically around the inglenook was poor, I had to finish it myself but after having dust rubble and filth covering everything for the 11 hours they were here I was glad to get them out of my home. Any way that aside I was quite happy with my multifuel stove for the first winter. This last winter however has not been so good. The top of my stove started rust and black gunk leaked on to my lovely hearth through the plate above the stove when rained heavily. The out put when burning was poor and the fire would just go out. I had it swept Feb 22 and was informed the liner was corroded and was told not to use it as it could be a chimney fire risk. I have today had it inspected by experts and have been told the liner was not cemented into place at the top leaving holes for rain water to come through causing the rust. The liner was removed today and came out in bits, the top of the stove is rusty, corroded and has been condemned. 2,500 I paid in March 2019 What a waste of money. BEWARE!! Just been contacted by Marita from WSC and threatened with legal action if I dont take my review down. In hindsight Yes maybe I should have contacted them before leaving my review. But I really just didnt want to deal with them again and certainly do not want anything from them.
Jul 5th, 2022

Oct 9th, 2021