We have just purchased a multi-fuel stove from By The Fire. The have a very good selection and the fire was available to take away as soon as we'd paid for it. The fire wasn't cheap. We then needed the connecting pipework - and not all of it was available there so one part had to be ordered. Whilst waiting, I rang around to see if I could get the pipe anywhere else and discovered that a) I could - and even with an overnight delivery charge of £17, it was available at £41 as oppposed to £54.15 at By The Fire. If we'd wanted to wait an extra few days - we could have got it for £28 + VAT. I'm not shocked that they charge more generally - just shocked at the actual difference!!! When pointing this out to By The Fire - the customer service was appauling. It was as if I've accused them of some heanous crime. I was only trying to negotiate on a price that was so high compared to others in the area. She (the owner I believe) didn't treat me very well at all. Most unfriendly considering they're a local business. Buy your pipes elsewhere!! read more

We bought over £500 of fire back and basket etc last year from this outfit. We thought it was expensive but couldn't order online as the suppliers sold to trade only. The assistant then seemed very helpful. Last week I went in to ask about a fire kit for another fire. Again the assistant was very helpful and suggested I did a template and bring it in, so the fire kit size could be confirmed. We went in yesterday to be NOT greeted by the owner. She was the most unhelpful and rude person I have ever encountered in a shop, and some of her comments were simply unbelievable. More or less take it or leave it - I ain't bothered. Well we did leave, and have since ordered exactly the same item online, including delivery to our house, for £20 cheaper than she quoted. In this recession I do hope all businesses make it, other than this one. They don't deserve to. I shall award it 1 star, only so my comment can be registered, but really it deserves a negative star. read more