Fireplace Megastore www.fireplacemegastore.co.uk

When my electric stove stopped working, I made one phone call and a replacement was sent out immediately. No quibble. Just great service.

After contacting them directly via telephone to check the delivery time scales would work for us for a gas stove (we have a time sensitive project), I ordered the item online.

An email was then sent out to me to state that the item was not in fact in stock and fulfilment of delivery would take approximately a month. Their email was actually filtered into my junk but on realisation of this I contacted them via return email and asked for a call back. I did receive a call back however on answering the call the 'customer service' operative began to talk at me, rather than with me, to state that the fact they could not fulfil the order was not their fault and they didn't realise it was out of stock until they had spoken with the manufacturer.

When I had the opportunity to speak I explained that from a customer experience point of view this was really poor (especially considering I had called before hand). There wasn't much of an apology or indeed any ownership taken nevertheless I was give the options of

(1) waiting until December for the order (2) selecting a replacement (3) a refund.

I proceeded to ask that ,f we ordered a replacement, would the original price we paid be honoured - I was told 'yes, don't worry about the money'; I even then joked and said 'don't worry, I'm not going to pick the most expensive one, I just want a stove that is the closest in specification to my original choice'. At this point I felt they had redeemed themselves and this was a great compromise - this though, was a little premature.

On sending an email with the alternative model we would like, I received a response requesting the security code for my card so they could take the additional funds ( the closest in specification was £300 more). Again, I replied and explained that this wasn't what was agree on the telephone.

The response I received was quite possibly the best example of how NOT to reply to a customer:

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Dear Mrs X,

I think you have misunderstood us.

If you choose to go for a different stove in our range rather than the original one you purchased and that is a higher price then of course you would need to pay the difference in price in order for us to supply it.

The Hunter stove is more expensive so what we are saying in order to progress this for you we need the additional funds.

The Hunter Stove mentioned in our previous email retails at £999 and the Gallery Tiger stove you originally bought was £677 hence there is a difference in price of £322.

We cannot supply the Hunter model at the Gallery price for obvious reasons.

So, the choice is yours as to what alternate stove you may pick but f there is a price difference we will need to charge for it or refund you whichever applies and there is no compromise on this.

Regards

Customer Services

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Needless to say my response was extremely direct, I have requested a full refund by close of business today - there is no compromise on this- and suggested their customer service representative take some lessons in empathy if they wish to reduce negative reviews being published in the public domain!

Also suggest that they check stock levels before advising on delivery timescales - will never use again and will be ordering from a supplier that values the customer.

Delivery service excellent. Ordered in the afternoon and courier delivered the following morning.

Delivery instructions can be intimidating, but signed for receipt of goods as 'damaged' as advised on their web-site. Goods then unpacked, which were unmarked and worked perfectly. An email to this effect was then forwarded to Megastore to clarify the condition on delivery.

Fireplace Megastore were very competitive on price, and the delivery service faultless. Their communication was good at each stage, and I have no hesitation in recommending Fireplace Megastore.

I would highly recommend Fireplace Megastore if your looking for a high quality fire at the right price with excellent service delivery. Price point was on point!!! Cheapest place when compared to all leading competitors for the gas fire I purchased. Easy transaction and swift delivery followed. Communications with their customer service department prior to and after purchase was highly professional and efficient. So what are you waiting for if your looking for a fire turn on the gas and try Fireplace Megastore you won't be disappointed. The perfect choice to keep you cosy in the winter at Fireplace Megastore.

Recently bought a gas fire, cannot fault excellent service from the Web site to delivery very good price and very helpful. If you are looking to buy I would definitely recommend you check out this site and check your price.

Fire arrived quickly, well within the time slot advised. In perfect condition and at a good price. What more is there to say other than I would recommend this store to anyone.

After first purchasing the wrong fire and being a single lady in her 70s, I became very anxious about what to do so I rang the customer service dept. and spoke to a very helpful male member of the customer service team. He explained in detail and with great patience each stage of how to return the ordered fire. Two or three emails followed from me to the team and it was responded to within a day with the information I needed. I was also delighted to recieve a further email telling me that my refund would be returned to my bank account within two days and it was!

EXCELLENT SERVICE1

I bought a favel gas fire ont the internet from this company it turned out that the order was fast and streight forward, the fire was to our amazment delivered very quickly and the driver was helpful and pleasent the fire when unpacked was good I had a small problem which when contacted solved streight the way I would use this company again it was a pleasure.

Bought this fire on the 29th June 2017. Looked at this Website and the fire looked great. Watched the video that accompanied the details of the fire. All looked good. Just what I was looking for. Unfortunately due to my moving date being delayed and work needing doing in the property I didn't unpack the fire until the end of July. My fault. The fire looks horrible. The glass fashia looks attractive and the fire is a nice size however the problem arises when the fire is not in operation. The background is orange which can be seen through the glass. This is not a classy look. What is worse though is the plastic looking coals which look like beige colour plasticine. They are actually stuck to the front of the glass and look so tacky. You don't see any of this in the photos. If you had the fire on day and night you wouldn't worry about it but of course this isn't practical. The fire is not worth £426 as far as I'm concerned. The company were no help whatsoever because it was outside the 14 day returns guarantee. I didn't expect an entire refund but they didn't want to know. My advice is to go to a showroom if you can. Don't trust the advertising on this website.

The Verine Atina 500 I ordered arrived quickly and undamaged.

The gas fitter noticed an aspect of the guarantee that was not obvious from initial sales information - namely that guarantee validity after the first year is dependent on having the oxy pilot replaced by a gas fitter each year. The replacement item it as least £25 and the cost of a fitter's visit to replace it is at least £25. No other gas unit in my house (e.g. the previous gas fire and the central heating boiler) have this requirement. So despite extravagant claims of up to 15 years' guarantee, and at least three, it is effectively only guaranteed for one year.

In view of the way that most other domestic gas appliances operate (notably central heating boilers) it seems extraordinary that the design of this fire should depend on a part that effectively only has a one year life. I put this to the manufacturers (BFM) who declared that it was a safety issue. The fitter observed that it was more likely a money-making device!