Fireplaces Are Us - www.fireplacesareus.co.uk

Have bought a few fireplaces from here and service has been ok. Last one I bought in August I was supposed to get a "free" chimnea, upon delivery the chimnea was not there.no big deal but annoying, I called and was told some b/s about covid and Brexit supply problems but to expect it in next fortnight. I have called a few times since and been told same story.i know it's only a cheap chimnea,but its annoying the fact they went back on the deal.

I purchased a fire surround and cast iron fire place. The cast iron fire came with a strap and screws to secure the back brick, but no where for the screws to go into! they sent me a small tin of fire cement. The surround was rebated so the inside of the legs were 75mm away from the fire,(not explained at the showroom) as this was not suitable we decided to return the surround, we couldn't return the fire place because I had cemented in the back brick! The returns procedure is designed to put you off returning anything, and all at your expense too. that is after you return it by making the arrangements with a courier, taking and sending them photo's, listing all components, ensure this is done within 14 days of purchase, all packaging is returned, and must be on a pallet, subject to their approval after jumping through all their hoops. I will continue this story after I have returned the surround. I wonder why I couldn't find their returns procedure on their web site, as you can with other companies. Nightmare to be continued...……….

I purchased two fireplaces that were sold as suitable for solid fuel. Had fireplaces installed by a Hetas approved fitter. After a few months the metal fireback started to melt. Had to pay for two new firebricks and installation. Fireplaces are us refused to reimburse. I had to take the matter to small claims to get my out of pocket expenses back. I will never buy from them again. This is a real shame as this was my 3rd and 4th purchase from them but sadly my last.

Found BLACK marble hearth and back panel on website and as I never trust an internet image to be accurate I telephoned FRUS and explained to salesman that I wanted the 'jet black marble without any silver speckles through it and it must be black as black can be'. Simples? not for FRUS! What they sent was LIGHT GREY! Luckily I purchased with credit card and after lenghty dealings with such ignorant customer service, legally they eventually had to take their ugly product back and I received full refund.

Based on my experience and reading other reviews about FRUS they seem to just want sales without any consideration whether product is correct for customer or not.

I have since gone to the showroom of a 'reputable' company and after explaining what happened with FRUS they ordered in a panel and hearth for a small deposit. So there are other options out there.

Please take my advice and save yourself a lot of hassle. AVOID FRUS.

I purchased two fireplace suites from Firespleacesrus. I researched my purchase and double checked the fire type and flue that would be required. Their website said it would be suitable and three different members of staff told me it would be correct and then denied ever saying it when I provided a picture of the technical information. My builders installed the fireplaces but when the gas engineer arrived he said the fire was a higher heat input than discussed and required a different flue. When I requested an exchange they refused based on the fireplaces being installed already and the packaging being discarded due to lack of space on site. They said I should of checked with the manufacturer and that their T&C's said that nothing on their website or on the phone counted for anything. No help was provided at all and they claimed I needed to spend another £900 on replacements. When I eventually rang the manufacturers they could provide me with a part that would make the package fit for purpose for the grand total of £20. Do not buy anything from this company!

DON'T GIVE THIS COMPANY YOUR MONEY

APALLING CUSTOMER SERVICE,

They advertise on every page that you can choose a free Chiminea or Fire Pit if you purchased a 'Gallery Fireplace'. They encourage you to clink on the offer and put the gift in your basket, which we did. We were buying a Gallery Fire basket and went with them ahead of other retailers because of the offered gift. Our order form and delivery note both included a free Chiminea.

The order arrived with no free gift, so I politely emailed them asking what had happened to it. I received an unnecessary rude reply saying "As stated on the order and in the terms and conditions the free Firepit/Chiminea offer only applies to orders containing a full fireplace suite made by Gallery. As you ordered 1 x fire basket and not a full suite the Chiminea was not sent and will not be sent going forward". I suspect I am not the first person taken in by this marketing.

The offer links advertise a Gallery Fireplace and only later do they add the words 'suite'. The Gallery Suites are hard to locate on their website, buried fairly deep.

They should not let you add the free gift to your order so you think that you're getting something that you're not, this is shameless deceit. It's a shame as the items I ordered were of good quality and were well packaged and delivered promptly, hence the two stars.

Nine months pregnant and on crutches with my OAP father - the delivery man refused to take the fireplace to my door instead rudely insisting that it be left at theend if my driveway even though the fireplace could fit sideways. Customer service manager shouted repeatedly on the phone and hung up despite me calmly informing him of the delivery conditions, no apologies. Second Customer just as unhelpful with no apology made for horrible CUSYOMER experience. Second delivery man showed up with no warning, shortly after I had given birth swearing and shouting at my OAP father and husband where we felt scared for our safety. DO NOT USE THIS COMPANY, CUSTOMER SERVICE AND DELIVERY ARE AGGRESSIVE, AND MAKE UP RULES TO SUIT THEM IRRELEVANT OF THEIR OWN POLICIES.

Read the reviews after I ordered the fire and panicked because of the bad reviews.

I didn't get an email to confirm so rang them and they confirmed and sent an email with my order. Then 5 days later got a call about it being delivered the next working day and then got a phone call an hour before it arrived.

Great service and and great product, can't fault!!

Don't let the bad reviews put you off.

My ordered fireplace has gone missing and fireplaces r us have no idea where my fireplace is nor any interest in finding out. Their attitude is 'should turn up soon'! Not okay when u book a delivery day and take the day off work. Awful customer service. Waste of time, please go elsewhere.