Had a very bad experience with this shop and owner avoid at all costs. We bought a wood burning stove and a stone hearth for over £1,000 Which we were really happy with and would work really well in our renovated lounge. However the logistics of the fireplace didn’t really work in the end and we had no need for it. So after one month of owning the stove and hearth we tried to take it back. The first time we went back to the shop to take it back we were confronted with a very angry and very pushy owner of the shop who said we could not what so ever take it back. The second time we tried to take it back we even offered to take it back at stock price or even less just to cut some of our costs (we suggested he give us a £500 refund and he keeps the stove and hearth, win win for him right?) as we would be left £1,000 out of pocket and with a stove and hearth we didn’t want. Even this was met with very strong attitude and anger from the owner who ended up pushing us out of the shop!! The reasons were that te hearth was custom built, (which it wasn’t) but even then he could re-sell both parts) we just wanted to get rid of the stove and hearth. This went on several times (over a period of 2 months) with each visit as we tried to agree further. To top it all off these were all backed up by a faulty stove door as it didn’t close properly and the owner said this was he manufacturers problem not his!!! Doesn’t even deserve a 1 star, please avoid at all costs and do not get ripped off by this angry, rude owner who quite frankly does not deserve to run a business.

We purchased a stove and were advised by our installers that it was poor quality and not fit for purpose. We returned the stove within 2 days of purchase to ask for a refund and we were met with a barrage of abuse and denied a refund. The guy we spoke to was very aggressive and he pushed us out the shop saying no refunds were permissible. Avoid at all costs!

2021 - Terrible after sales service. I would not recommend this company. The initial sale was good, charming, and the price was good. However, the fire that turned up was not quite the same as we had expected for some reason and when we telephoned to query it they said the supplier must have changed the design, no apology or other explanation, poor communication from them. We've had problems with the fascia not fitting correctly ( the top edge falls away) and the main ceramic base cracked within 2 weeks of using it. We had problems getting to speak with either the owner Richard or the installation engineer Tom, who is related to the owner. The gas safe certificate never arrived and turned out not to be registered despite twice being told they had done it or would check again. Each time I asked for this I was fobbed off, until I said I had contacted Gas Safe directly. The installer does not want to come back out to fit a new ceramic base and again keeps fobbing me off saying the part is on order and there is no stock with the supplier "due to Covid". I contacted the UK supplier BFM myself and they confirmed they have stock ready to be despatched on a daily basis and apologised for the faulty part or any faulty fitting. Neither Richard nor Tom have ever apologised at all for any of the issues we have had, the inconvenience or the delays in getting back to us. On the phone Richard is particularly dismissive and arrogant. I would not recommend this company. When I added this review to their Facebook page and to Thompson Local from their website, they always delete it leaving only the 5* reviews... beware (2021) UPDATE JAN 23 ..Further to this, I have just had the gas fire serviced, it's first full service since installation - and the service engineer has condemned the fire and capped off the gas to it to prevent usage, because the pre cast flue in the loft is leaking and could potentially cause carbon monoxide poisoning! I've had an engineer out today to assess the flue and he says it has not been installed correctly and will have been like this when the fire was installed. Whilst this gas fire company did non install the flue, so are not responsible for the faulty fitting, they should have done a full test and assessment of it before installing the fire, and either corrected the damaged flue or not installed the fire as it is dangerous. I now have a fire that I cannot use or a very expensive bill to correct the faulty flue. DO NOT USE THIS COMPANY.... In response to the reply below from the company - yes I did report him previously to Gas Safe, as they are well aware, and now unsurprisingly the engineer is no longer registered with them. I have found somebody to carry out the repairs to the Flue at great expense but at least it is now safe

Initial purchase and customer service was good. Shop owner uses brother-in-law to install wood burner and flue who is paid separately. Installation appeared good at first, Waited for the HETAS certificate which did not arrive and noticed some water leaking from the flue which made wood burner rusty. Contacted HETAS who said the installation had not been registered. Contacted the installer who had forgot to register with HETAS and had to come out and service wood burner. Also said would check out the leak another day when passing due to needing to get on the roof. Due to long dry summer did not notice any leaks until we had rain and it was still leaking.Then the metal ring screwed to the ceiling (which is for aesthetic purposes) dropped off and just missed the cat. Would have killed it if it had hit it, This had been screwed straight into the ceiling plaster without any fixing plugs. I contacted installer 2 months ago and his wife answered. She said that they did not work on a bank holiday weekend and would call back. I have not heard anything and had no call back. We had to get someone else in to fix the problems. If you purchase a wood burner from here, I would get someone else to install it. I would never recommend his brother-in-law.

Fitted a new fire for my parents and after 6 months the fire has ignition problems. Rang five times to get someone out and was promised an engineer, but still no one has been. After sales service is non existent.

Excellent service,and knowledge of what my budget was.the fire supplied was better than expected. He even helped me carry it out to my van.

I don`t normally write a review, but on this occasion I felt that the service I received from the Fireplace and their installers was exceptional. We have had problems with other trades in the past and it was refreshing to find a company that did the job as quoted and in the time stated, we had a multifuel stove, hearths, internal panels and a beam, the installers arrived on time, did the work as specified and left our home as they found it, we cannot recommend this company highly enough, we have no hesitation in recommending them to family and friends 5* service !

Good choice of Fires, even though it's quite a small place, the gentleman at the desk was helpful and knew his stuff. Came out of there with a clear head, what to do next. Seems like getting an electric fireplace might be a better choice if the decoral effect is the purpose. It would workout roughly half the price. Good place

We had a stove, hearth and oak beam fitted back in March, Richard in the shop was helpful and knowledgeable about the products, we booked a survey with the installers, they were prompt and helped us choose the best stove for our needs, on the day of the fit they arrived on time and even though we had to have the old fireplace knocked out the house was left clean and tidy, we have already recommended them to others as the whole experience went without a hitch, our new stove looks great and has made a massive difference to our home.

After looking around at many other places we were recommended to this company by friends who had recently had a stove fitted, I have to say that the service we received was fantastic, we spent a lot of time deciding which stove we wanted as we had always had gas or electric fires but loved the cosy look of a stove, we had a survey carried out and were given a variety of options with regards to the finishing off of the fireplace, eventually we decided on a multi fuel stove, a brick panel inglenook and an oak beam to finish it off. The fitters were great, they were a happy bunch, nothing was too much trouble as we had a lot of debris to remove once the old fire was taken out and they disposed of it all. they were clean and tidy throughout and most of all they were efficient and worked to a high standard, we are so pleased we chose these guys to do our job and could not be happier with our new stove etc and the service we received, we have no trouble recommending this company to both family and friends, the whole experience was a pleasure, well done guys you were stars !!!

Owner friendly and not pushy showed us a few electric fires and turned them on to show have seen what we want and will be back to place order

Hearth, stove, liner all purchased and installed March 2019. The day of the installation was a shambles, they had real trouble installing the liner. The finish of the workmanship cosmetically around the inglenook was poor, I had to finish it myself but after having dust rubble and filth covering everything for the 11 hours they were here I was glad to get them out of my home. Any way that aside I was quite happy with my multifuel stove for the first winter. This last winter however has not been so good. The top of my stove started rust and black gunk leaked on to my lovely hearth through the plate above the stove when rained heavily. The out put when burning was poor and the fire would just go out. I had it swept Feb 22 and was informed the liner was corroded and was told not to use it as it could be a chimney fire risk. I have today had it inspected by experts and have been told the liner was not cemented into place at the top leaving holes for rain water to come through causing the rust. The liner was removed today and came out in bits, the top of the stove is rusty, corroded and has been condemned. £2,500 I paid in March 2019 What a waste of money. BEWARE!! Just been contacted by Marita from WSC and threatened with legal action if I don’t take my review down. In hindsight Yes maybe I should have contacted them before leaving my review. But I really just didn’t want to deal with them again and certainly do not want anything from them.

I would never as a general rule post any negative reviews but I feel very strongly that I have had the most awful experience with this company. I have paid £2,600 (£900 pounds than originally quoted) for a fully installed Arundel wood burner. I do not believe that the installation people have an ounce of professionalism at all. I have been left with what I believe to be very poor workmanship, the fire board that has been fitted within my inglenook was cut short to show quite visibly an extra piece of board which even after painting will show the joint. The hearth that has been fitted does not fit correctly and even after trying to make contact with the the installer I have still not had any contact to rectify this problem. I visited the shop as I was told by the installer that they could not see a problem with this. The owner of the shop assured me that this would be rectified. Unfortunately this has not happened. The hearth is so unlevel that I will need to place something on it i.e. Basket/storage of some kind to hide this. I am absolutely gutted to say the least. Please avoid this company.

Absolutley appauling service, fitters were rude, left house in an absolute mess as well as the garden. Job was not finished to the standard expected, took them longer than quoted to do the job, staff are rude and unhelpful. Avoid avoid avoid

1 star is generous. What an absolute shambles of a company. If you value your money, don’t shop here. Read the reviews before making the decision to even visit this place. That was my mistake, I didn’t read the reviews. As from the reviews below, there will be a response from them trying to justify this review… I’m excited to read that and have a giggle later. They don’t seem to take fault for anything. I visited the shop a few months back, all seemed great and I found the fireplace I’d been looking for. The owner, Richard, gave me a price £3700 there abouts for the fireplace and stove. I thought this was high but it was exactly what I’d been looking for. Bare in mind, this was on sale (he also said he’s doing a big deal for me - pretty sure this is said to all his customers so not actually a deal). After paying half (deposit) and returning home I was then bombarded with calls from Marita (who’s a whole other story completely) asking for the remaining payment. We were not happy about as from experience paying for anything that needs to be installed/built, you pay when the jobs finished! However, we reluctantly paid. We were then told that there’s an additional removal fee of £300 and then another installation fee of £300!!! Making our total cost over £4K. The installation fee and removal are absolutely over priced! Anyway… here’s the juice… we paid £800 for a log burner, which was included in the final price. The company told us we could have a log burner after showing them a picture of our chimney, only to turn out that we actually can’t have one once we’d paid the full amount. We requested a refund and was told by Marita (rudely - and she hung up) that Richard doesn’t do refunds and he will not process one. Therefore paying £800 for a product we have not received but was told by this business we could have. Hilarious! We wouldn’t take no for an answer so rang Richard who immediately answered the phone saying he’s processing one for us and to send details. After sending details of the bank account (same one we used to pay the final amount), Marita again rudely told us we will receive a cheque in 14 days. A cheque!! We refused this, as customers have the right to request to have the money transferred back by the same means they paid and can refuse anything other (The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 section 34:7) We wanted a bank transfer. Marita then said absolutely not and that they don’t do bank transfers and was adamant with us that it’s a check or nothing. Again, we got onto Richard who told us he will bank transfer and to wait 14 days. We waited and finally received the money (sent reluctantly) by Richard on the day of the final installation, only because we emailed and told him we need that money to pay the fitters. However the fitters we’re getting a lot of calls from Marita that day after we sent the email requesting the refund money. The refund took 18 days. They didn’t want to send it. They’re happy to take your money but don’t refund. It’s disgusting and a business should not be allowed to operate like this. We paid £800 and only received £640 because of apparent minus 20% restock fee. (Section 34:8 The trader must not impose any fee on the consumer in respect of the reimbursement) After all of this, the fireplace was installed with 2 large chips at the front which were not there when purchased in the shop (photo evidence to prove this) After all this hassle, we can’t be bothered with the rudeness from the business in trying to get some sort of replacement or compensation from them as they will just ignore and not take the blame. Marita has absolutely no people skills what so ever, she’s an extremely rude woman and she handles all forms of communication after the deposit is paid. If she wasn’t with this business, it might have ran a lot smoother. There’s a lot of bad reviews about the fitters but from our experience they are really lovely and did a great job fitting. We will most definitely not return and only have bad things to say.

We recently bought a multi fuel burner from this store, Richard helped us buy one that was suitable for our home and needs without trying trying to make us pay more than we needed to, he was friendly and very knowledgeable. We now have the fire and fireplace fitted with little disruption. A very efficient, professional and friendly service all round. Would highly recommend this store and their fitters.