The Fire Place Warehouse (Burnley( Ltd Reviews 78

I purchased an Eko 3010 slim line gas fire from The Fireplace Warehouse and only recently opened it when my fitter was available. The fire is completely new and unused, but my fitter confirmed it is the wrong size for a standard opening, despite the model being advertised as suitable.

When I contacted customer service, I was told they “cannot accept an appliance purchased in 2023”, even though the product is unused and they still sell the exact same model today. They repeatedly ignored the fact that the issue is about the wrong size being supplied, not wear or age.

I asked to escalate to a manager and was refused. I was told to “Google” the consumer helpline and the chat was ended abruptly. No attempt was made to resolve the issue or even acknowledge my consumer rights.

Very disappointing experience and extremely unreasonable handling of a simple request for an exchange for the correct size.

Visited recently with my elderly mother looking for replacement gas fire. Salesman John was so helpful and advised of our options, making it easier to light and use, with a slide control.
Looking forward to it being fit and in use.
Store looks wonderful and welcoming. Greeted with smiles and help from all.

I'm a gas installer, with 45 years experience. I bought a gas fire from The fireplace Warehouse in August which didn't get installed for 5 weeks, so I had to store it. The box arrived damaged, so I looked inside, but did not look at every individual coal to my cost, or inside other undamaged boxes within the main damaged box. I found at installation, the frets had minor scratches on them and one coal was damaged. I contacted the Fireplace Warehouse, who told me all damages should be reported within 3 days of receiving the goods, which is indeed within their terms and conditions. It's a hard lesson learned, but as an installer, this company are of no further use to myself and I post this as a warning to other installers who won't have the time to go through each individual component. For retail customers, they're probably fine, as a householder can unwrap and inspect every individual component. I'm not going to give one star, as this is partially my own fault, but they have been totally dismissive of the issues and did not respond to my initial e mail, until I phoned them and got an answer machine, at which time an e mail magically appeared in my inbox.

Met Neil to talk through a full rip out and refurb of an old Coal & back boiler fireplace Baxi setup in a rather old Cottage. Asked if their team could install and design a Propane system. Promptly after this meeting met their Surveyor onsite plus worked with Adam directly to decide a plan. All went superbly well and all members of the team we're a pleasure to work with. The fitter grafted and left everything tidy. Absolutely thrilled with the final product and performance. Big thanks to Adam and Neil and John. Best Regards Steve

Fireplace Warehouse website quotes ‘ We build connections with our customers, ensuring your satisfaction extends long after your fireplace is set up. ’

We had a survey and media wall installed by Fireplace Warehouse. During the installation process we pointed out that they had covered all our plug sockets in the room, they responded by saying ‘that ship has sailed’. Two spotlights were missing from the original design. The Oak Butchers Block Hearth has since peeled and cracked. We followed up with numerous emails & a visit to the showroom. They assured us that they would rectify the issues raised. There was no follow up from Fireplace warehouse after our visit to the showroom and have not responded to our last email sent in March 2025.

Worked in the building game twenty years and never seen such an unorganised shambles.

Fitter tried over charging me and telling me not to speak to the Clown place ware house as he tried charging me another £600 (but keep it hush while leaving the exposed lintel unsafe.
Cancelled fitting times,dodgy fitters,still waiting for items I’ve been charged for that havent been received despite countless emails.

Shocking customer service.
I can see them going under.
Definitely give them a miss.

Our fire keeps cutting out.we hoovered the ignition as requested by fire place warehouse no joy there.rang them again and the woman on phone said she will get. Someone to it.Rings day after and met once again with a recording saying they will pass the message on.looks like my wife and i are in our sixty will be cold all weekend,yet again.after sales has been shoddy.

As soon as we walked into the Burnley shop, Neil greeted us with a friendly smile offering to help. No pushing sales, just honesty. Neil discussed with us our budget, advised us honestly which was very appreciated, answered all our many questions helpfully and happily. Neil even answered our emails whilst he was on holiday, such an excellent service. We arranged to have our media wall done by The Fireplace Warehouse. We had a very short window as we wanted it all done by Christmas, they promised to have it done and they kept to their word. They sent Daniel Townsend round to see us, a very nice and down to earth guy. He spent time with my husband going through lots of ideas for our media wall, coming up with ideas to look classy and keep within our budget. The job they did exceeded our expectations, we are very happy with the result. They cleaned up after themselves and were very accommodating and friendly people. If anyone is interested in getting a media wall, ask to speak to Neil at the Burnley branch and Dan will be the man to build it for you. You will not be disappointed. 5 star service from start to finish. Highly recommend. Dave and Serena.

I am absolutely thrilled with my new fireplace.
From sales to fitting the service has been first class.
It's exceeded my expectations.
Thank you so much

It gives me great pleasure to write this review of our experience with the Fireplace Warehouse.
The Burnley showroom was well stocked with a large variety of fires, surrounds, and accessories.
Neil, the sales manager, was both knowledgable and extremely helpful throughout and his advice enabled us to make what we thought, and still consider to be a great decision. He offered 110% support at all stages and when we encountered a small problem during assembly, he acted promptly and efficiently to resolve it to our satisfaction.
A great company to deal with, I would have absolutely no problem recommending The Fireplace Warehouse (Burnley).
Thank you

We recently purchased a British Fires New Forest 1200 from Fire Place Warehouse, Burnley. The fire itself is stunning, but the help and guidance we received to get us to the final decision was exceptional. Neil’s product knowledge and depth of understanding around our use for the fire was outstanding. We’re delighted with the end result and we cannot recommend Fire Place Warehouse highly enough!

Great staff friendly service would definitely recommend fireplace is beautiful thanks to John

100% recommend, great staff and an amazing selection to choose from. Everyone is friendly as soon as you enter the store and the prices are spot on.

Great place, friendly, knowledgeable staff and great selection. Would highly recommend.

Fabulous selection, great prices and friendly staff.

Fabulous showroom with huge range on display.
Neil guided us through all the different types of fires with the various options in a really easy to understand manner. With his superb knowledge of the industry he was able to answer all of questions and gave us some great tips and advice for installation.
We would highly recommend The Fireplace Warehouse and in particular Neil to explain everything.

Excellent variety of choices on display. We chose a media wall with a New Forest 1600.
Would recommend.

I recently visited The Fireplace Warehouse and was thoroughly impressed. The staff were very welcoming and knowledgeable when it come to picking the right fireplace for our home.

I would highly recommend!

- RYAN

Bought my fire surround from yourselves and had it delivered last week. Great and efficient service and fire looks great.

Excellent customer service from the team at Burnley. Highly recommend this shop.