Firegroup

DO NOT PURCHASE... AVOID. I am still fixing the stone (£5K + fitting) fireplace we purchased from this company 2016. Although they replaced one piece of the stone after many emails and conversations / Credit Card refund threats, I still have an unusable fireplace in our home. My family are devastated that we don't have the dream room we paid for.... End 2017 and we have saved 2K to take out existing stone back wall, and put this right.... AVOID!

Great place to work and very wide range of fireplaces

UPDATED! It's not the problems that happen but how you deal with them that is good customer service. Following my review below, FireGroup got in touch to explain that this is not their standard service and the MD came out to see me which I was impressed with. We had a balanced discussion and agreed actions and a resolution which was acceptable to both parties. I am now delighted with the final look of the fireplace. Thank you!

**PREVIOUS REVIEW**
Good initial sales process - Sarah knew her stuff. Installation process and firegroup response was shocking. One day prior to installation, firegroup called and demanded remaining payment or no installation. Emails they had sent had gone to invalid email address but despite this, no leeway is given. For a very expensive fire, they initially installed hearth on top of the carpet! Firegroup maintain this is a standard installation method. Installer said cannot be taken back out so only option was for me to cut the carpet (they are not insured) and for them to try to pull out the embedded carpet then use a filler. Filler looks terrible so the overall look of the installation is very poor. Fire is lovely, installation lets it all down.

First class service from Firegroup - Trevor visited the property to advise on what would be required in terms of installing a stove; their price was competitive and the install team were helpful and professional. Would be happy to recommend

Absolutely delighted with my new fire and surround.

Staff at the Firegroup were so helpful from start to finish. A friendly bunch of people with good knowledge of what's on offer.

Installation went smoothly with Trevor Fielding and his apprentice Johnny. I don't normally like having tradesmen in the house but these guys were great. They covered everything with dust sheets prior to starting so everything was left clean.

I'm one happy customer 😊

The worst recruitment process ever! I was afforded 5 minutes if that for an interview for a customer service role and received a bog standard email literally as I was leaving the door to say I hadn't got the job. Lucky escape I think!

well i got a fireplace with a wood burning stove, the service and selection of products were excellent and i would definitely recommend to everyone...