Fireplaces Direct Reviews 5

I ordered a fire facia from here they were excellent, they kept me up dated throughout, it was delivered exactly when they said it would be. Customer service 10/10 I would definitely recommend this company

At the outset we had excellent advice from Tony about the type of fire to install. Well informed, helpful and detailed. Couldn't have asked for more. But, when it was handed over to the owner and the installers, things went badly wrong. The brick plinth was very poorly built - misaligned and shoddy workmanship - a shame we cannot post photos on Trustpilot. Then when we lit the fire for the first time last weekend the inside upper panel fell in after about half an hour on top of the burning logs. It was tricky to remove that and the burning logs but we didn't want to risk damaging the brand new/expensive fire by allowing the fire to continue without the panel in. It also meant that the living room was filled with smoke from the fire.

On each occasion I sent emails to the owner and was fobbed off - regarding the panel, he blamed it on others, suggesting someone else had been tampering. Counterintuitively he relied on the excellence of his installers - the same ones who had done such a poor job of the plinth. Entertainingly his email also suggested every customer had the company's best service. Our experience and the majority of other reviewers would disagree. So - unfortunately this is a strong recommendation to avoid. But thank you Tony.

Charlie from Fireplaces Direct did a wonderful job cleaning our chimney and our log burner looks brand new after he serviced and cleaned it. He was very neat and no dust anywhere. He also installed a new carbon monoxide alarm. Very happy with the service provided.

These guys are a sham! They only get 1 Star as that is the lowest I can give them! We bought a DRU Fireplace from them, which they came to install and left us with a fireplace that had sharp pointed edges, which were a danger hazard. They came to have a look and said they had not fitted it correctly...so they agreed to refit it. 2nd time round they have left us with a fireplace where the plaster is peeling, bits are falling off the fireplace and the sharp edges are back. When I contacted them to come back to look at it, it took them 2 months to tell me they thought they had done a good job and my expectations were to high. The owner is arrogant and rude...and perhaps unsurprisingly, having paid for one of the most premium fireplaces available, I didn't expect bits to falling off it!

Very bad customer service. While I have no complaint of the product but the services and attitude is pathetic. We had ordered an inset fireplace and the measurements given were all wrong. It not only costed more money and time...the whole experience was very frustrating and traumatic due to the attitude of the company. They just washed their hands off without taking any ownership of the wrong measurements given (I had them on email). I reconciled with the situation and paid lot of money to get the whole wall reconstructed to fit the inset fireplace. But then came across another customer who also bought the inset fireplace from the same company and they were also given wrong measurements causing the same pain I had to go through. So thought better to warn future customers so that they stay away from this company.