The Fireplace Company

Reviews

• SM

  Samantha Major

  Mar 11, 2026
  1.0
  My advice. Do not buy from this company. Their website is very slick and the showroom is very nice. The service is shocking to the point of being non existent. They will be happy to take an order and your money, but like many others here, as soon as there is an issue or a service is required, nothing. When we went in to purchase a gas fire, we were so impressed with the couple who own the store, we ended up buying a much more expensive fire than we went in for. We did this as they promised to always look after us should there be any issues. We always try to buy locally from independent businesses, but this time we made a mistake. The fire needs a service and topping up of a spark powder. We spent weeks trying to contact them, leaving message after message, email after email wanting to get a date for an engineers visit. Finally we made contact, it didn't seem to register with the owner that we had been trying for weeks and they did not respond. On the day of the appointment, we waited, and waited. We eventually called and received the familiar "Oh sorry he is stuck in traffic, he should be there soon." By late afternoon when no one had appeared (the appointment was booked for 8am), we called again as no one turned up, to be told "sorry he cannot make it" we will call to rearrange. No apology, our call was almost an inconvenience to the lady co-owner. We are still awaiting that call. Had we not called them, as like others on here, we would still be waiting. To date, we are back on the hamster wheel of trying to contact them and all we keep getting is the answerphone. I really do not like posting negative reviews, but I want to warn anyone thinking of visiting this store or buying from this company, be aware of the service you may well receive. Our story is far from a one off, it is a consistent theme.
• TG

  Tony Garlick

  Jan 26, 2026
  5.0
  Excellent company who completed the fireplace ahead of time and charged us less due to the work taking less time than anticipated
• NN

  Nathen

  Jan 6, 2026
  5.0
  We cannot recommend The Fireplace Company highly enough. Kirstie and James were exceptional from start to finish. This is the second time we have used them, having originally purchased a gas fire from them nearly 20 years ago, and the level of care, knowledge, and professionalism remains outstanding. Nothing feels rushed or sales-driven — their advice is thoughtful, honest, and clearly comes from years of experience. Dealing with them feels more like talking to old friends than a sales process, which makes a huge difference when you’re making an investment in your home. Our new log burner is beautiful and has completely transformed the space — both aesthetically and in how the house feels. A genuinely first-class service from people who clearly care about what they do and the customers they serve.
• SF

  Sally Frisby

  Jun 25, 2025
  5.0
  Super helpful at showroom, sorted exactly what we wanted. Someone came to house to check out what we were having and made further recommendations, he was right! Work done beautifully, with not too much dust, even though we had been warned about the mess, it really wasn't an issue. They are even resolving another issue for us and coming back in days to do so. They made it painless, as I had always been reluctant to have it done! It's the service you want!
• RB

  rosemarie browning

  Jul 12, 2023
  5.0
  So glad I visited. My new fire has updated my room and I love it. Very good, friendly service and prompt installation.