Fireplace Warehouse

This company has reached their capacity to sell fireplaces and is now throwing away clients. They don’t have stock, they don’t have availability of technicians, they fail to meet their commitments, and there’s no follow-up. From reading the other reviews I can see that they have offered great service, and I assume their current issues are due to lots of success. I hope this review is valuable feedback so that more resources can be added to this growing business to retain and grow it’s reputation.

They don’t follow up ! When you in the shop they give you a price and eventually when you get you quote it’s completely different to what was discussed. And then they never get back to you when you ask why !! Pathetic service ..

Fireplace warehouse and their team are amazing. I was extremely impressed with their level of service and workmanship. Neat, ontime and very effective. I would highly recommend them.

An excellent experience. From the first call to reception to the talk with the sales person to the person handling collection it was a great experience. Everyone was very professional and efficient and all my queries were handled quickly and my order processed quickly and correctly. I would recommend fireplace warehouse to anyone purchasing a fireplace.

Herbert and Daniel installed our new fireplace today. Wonderful people and expert craftsmen. A true credit their company. From the time we met Patrick right through to installation it's been a great experience dealing with this company. Neil & Zi Marais

This is a retrospective complaint. My unit was installed approx 5 yrs ago. The heat is supposed to produce and what it actually produces is conflicting.Been to complain and the response was do a service, which was completed without any benefit to improved performance.Then got a second opinion - immediately spotted the problem. Looked at product brochure and realised the entire instalment is incorrect, and the advice given at the beginning was all incorrect. Hoping someone reads this and gets the problem can be resolved.

Contradictory information given by different sales people, lack of communication and keeping customer in loop (client must continually follow up), inability / lack of willingness to provide standard documentation to body corporate around regulations & insurance cover.Instead of having the knowledge and expertise to tell me upfront that a job couldn’t be done.The Fireplace Warehouse wasted 2 weeks of my time. As we all know time is money…Initially a salesman is sent out to my house looking at the installation and telling me all easily doable… I wait and wait for a quote.After following up several times I receive a quote three days later.On asking for additional info re installation regulators etc, he is unable to answer any of the technical questions. On asking if I can then speak to his manager, he tells me he doesn’t want my business.I contact management & have a very good, helpful conversation with Karen, who reassures me re my concerns. During this conversation I find out there were several items the salesman had been dishonest about, including tentatively booking in an installation date.The sales manager is then sent out to look at the installation & to quote. There was one technicality he needed to check before confirming installation. And I was told he’d get back to me early Friday morning.Needless to say I didn’t hear from him and followed up. He then told me there would be a technical issue with the way I wanted it installed - I provided him with an alternate option, which he agreed would work.However they ended up turning down the job. Saying he didn’t want to provide proof of insurance and simple info requested by my body corporate…Although the people are friendly and polite - Not once did anyone at this company get back to me without me following up, a lot of contradictory information given & a total disregard for my time.Wish I'd read other people's reviews before going to them...

Had some work done to eliminate a banging noise last year towards the end of the winter season. The noise has started up again this season. Trying to get them to come and have a look at. I have even sent WhatsApp videos of the sound and gone into the store to request help. Patrick advise he would come out soonest to investigate once the booked a date. That was more than 3 weeks ago. 3 weeks just to get a booking date and still nothing. I have called since then many times. I am always told they will come back to me before the end of the day. But they never do.

Relatively good selection, stock isn't always available on their imported products. Awanda is great at her job and has sold us 3 wood burning fireplaces. I would recommend not doing the installation yourself, their installation fees are not exorbitant.

After my initially been disappointed with the delays in delivery and installation, Fireplace Warehouse has managed to turn around my satisfaction with their after sales support. They have provided support and addressed installation issues timeously.