With the largest selection of fireplaces, the show room is very large and well stocked, so can't fault them for that.
Generally though, whilst the staff were helpful, you get the feeling that they're constantly trying to squeeze every penny out of you, i.e. trying to convince you the front hearth should be in three separate piece in stead of one (which obviously looks nicer).
The installer (fully proposed by them) came out to do an inspection, chimney sweep, etc. - he was there for e 10 mins and it costs £214. he said that it would take c.1-2 days and Firegroup said the cost would be £500, although they try to completely remove themselves for anything to do with the installer and their activities, as we found.
When the original installer (Andrew Horn snr) was unable to get the fireplace fitted before Xmas 2014 (we bought 8th October and were promised pre-Xmas instal), another fitter Marc Anderson came to undertake a further inspection (as he was now going to do the work). Soon as he saw the job, he said he'd done one on our estate before and it took five days due tot he issues with chimney design. Having to cur further pieces out of the wall (neither of which were ever repaired and the plasterboard simply cello taped back on - good job we wanted to proceed - he advised it would be a three day job, so a further £250.
On speaking to Firegroup, the customer service was very poor, they simply said it was between us and the installer (even through they tell you which one!). when I asked what my original £214 10 mins inspection was actually for, when it was wrong, they generally didm' give much of a damn and kept giving various excuses. I asked if I would be able to get a refund of the £214, as I was now having to pay an further £250 for an extra days installation, based on the original inspection not doing a professional and/or accurate job - the second fitter even said he hadn't measured the centre of the chimney right!
Obviously, Firegroup wouldn't help or even consider something like that...to the point I just closed the call, as they didn't really care about what the customer experience was in any shape and just wanted their money.
I don't normally, every complain to be honest, but for something that is costing c.£4k now, I thought I'd share my experience.
They have a great range, but if you did proceed to buy something off Firegroup, make sure you get everything written down on the quote (to the enth degree!!), watch for their tricks around not stipulating things such as a full hearth (it's obviously cheap for them to charge you full sack and then try to used off cuts, etc to keep their costs down - but that would look rubbish for such a big investment). I'd also use you own fitter (Marc Andrerson, the second guys seems really decent guy, but deal directly)
Also get the inspection done yourself, as I feel completely ripped off of £214 by them, as the inspection wasn't done properly, which costs a further £250 and with two different installer, we've just had to suck it up just before Xmas with three kids!
I'm waiting on the fitter arriving this morning 11.30am, when meant to be here first thing, so also ensure you check that everything is 100% as per you quote, as I don't believe they'd do anything, but try to wiggle out of any problems or costs.
Feel really upset and cheated around something we saved for for a very long time and were excited about! read more
