HotPrice.co.uk レビュー 

HotPrice.co.uk からの回答

2022年6月24日

Good afternoon Mrs Deaton,

Thank you so much for you generous review!

We are delighted to hear that you are happy with our service from start to finish, we endeavour to bring the best service that we can to our customers.

Thank you for choosing us.

Kind Regards,
Louise

HotPrice.co.uk からの回答

2022年3月18日

Dear Mr Lloyd,

I’m sorry you feel that way however your account of the events is inaccurate. We do not believe the survey was in anyway ‘perfunctory.’ The chosen appliance has adequate ventilation, termination was suitable, hearth sizes were fine – the only potential issue was highlighted that the lead on the meter could be causing a restriction and would need to be tested on the day, in conversation when asked if there had been any issues with the current fire we were told that when working it had a full flame and there had never been any issues previously to note. The pipe at the existing fire is 15mm copper which if everything before that was okay then we wouldn’t have had any issue. We saw lead at the meter and copper at the fire and our surveyor explained that although lead has a larger outer diameter it has a smaller internal diameter.

On order we’ve discussed the installation details where we’ve stated that the Gas would be tested on the day and any additional works would be then quoted for which is exactly as we have done. We’ve discussed doing a new gas run of nearly 30 meters, we’ve also offered to take back the stove and exchange it for an LPG version and quoted for a changeover kit, flagstone and 6m gas run at cost so I’m unsure what more you feel we could have done.

When tested alone there was 10.5mb which I way under what is required. When the pipe to the existing fire was tested in conjunction with other appliances, we were unable to test further as the fire completely cut out when running the hot water. £250.00 is not for an hours work, this is for the day lost due to existing issues on your property. A problem which was highlighted and discussed prior of which the level of uncertainty accepted on order. It is only due to the installer’s diligence that we have not installed the stove first and tested the gas at the end of the day when making the final connection which would have left you with a fitted but uncommissioned appliance.

Karl

HotPrice.co.uk からの回答

2022年3月18日

Good Afternoon Mr Richardson,

Many thanks for taking the time to send us feedback.

We're delighted that you had a positive experience when purchasing from us. It's great to hear that Hannah looked after you and was able to help you choose your fire.

Thanks for shopping with us!

Karl

HotPrice.co.uk からの回答

2022年3月18日

Good Afternoon Alan,

Thank you for your lovely comments.

Hannah will be pleased to read your feedback! So glad that your purchase was pleasant and stress free and we're glad to have been given the opportunity to help!

Enjoy your new fire!

Karl

HotPrice.co.uk からの回答

2022年3月3日

Hi Marie,

Thank you for the review.
We are glad that you found your purchase with us was easy and delivery was scheduled on time for you.

We appreciate your custom.

Kind Regards,
Jake

HotPrice.co.uk からの回答

2022年3月3日

Good afternoon Justin,

Thank you for taking the time in leaving us your generous review.
We appreciate that you understand the error with the carriers upon delivering your order and that Jake dealt with this efficiently for you.

We hope that you enjoy your new fireplace :)

Kind Regards,
Sharon

HotPrice.co.uk からの回答

2022年3月3日

Hi Shaun,

We are delighted to hear that you were happy with our service and quick delivery of your fire, It means a lot that you took the time to share your positive customer service experience.

Kind Regards,
Lee

HotPrice.co.uk からの回答

2022年3月3日

Hi David,
Thank you so much for your lovely review. We're extremely pleased that you were happy with the service we provided.

We hope that you enjoy your new fire :)

Kind Regards,
Louise

HotPrice.co.uk からの回答

2021年12月8日

Good afternoon Michael,

We appreciate you are disappointed with that delivery timeframe however, we consider your negative review is unfair and inaccurate.

We advised you that your order would leave the distributor on Monday or Tuesday and once it had left, the freight company will call you directly to arrange a suitable delivery date.

You contacted us again today to advise that you haven’t received a call regarding delivery and wanted to know why you were told this will be despatched Monday. We referred to the notes on your order and advised the distributor confirmed to us that your order was being despatched Monday or Tuesday, the suppliers gave us this information I can assure you that we do not lie to our customers.

We contacted them again for an update and was advised the carrier would collect your order from them today and the earliest delivery could take place was Monday We asked if it was possible to do a next day delivery or deliver any quicker than Monday however due to the sheer volume of freight and lack of drivers the carriers are struggling so your local depot are not currently offering this service.

We apologised a number of times for the delay unfortunately the suppliers did not make us aware they were despatching a day later than advised and again we offer our apologies for the short delay.

We can see that your order has been successfully booked in for delivery to you on Monday 13th December as requested.

HotPrice.co.uk からの回答

2021年12月7日

Dear Mr Williams,

Your libellous and malicious reviews, which you have duplicated on several platforms, are both incorrect and directed to the wrong company profile.

You visited ‘The Heat Depot’ showroom and placed your order in store. You purchased a gas fire and a hearth which were not stock items and were ordered specifically for your requirements. You were made aware by the staff member and also on your showroom order confirmation that they would be non-returnable. We discussed in store this condition on both of your visits. You placed your order on this basis.

A week after placing your order in the showroom, you contacted us to request changing to a different fire and that you no longer wanted the hearth. As a gesture of goodwill we offered to fully refund and cancel the hearth from the order as it hadn’t been made yet. The fire we had ordered in especially for you had already arrived at the showroom so we gave a cost to change to a 4-sided trim and return the 3-sided trim to the manufacturer. We offered a solution that gives you exactly what you now requested however, this does come with additional costs which we are unable to offer free of charge.

You are now suggesting that you purchased via a website for the sole purpose of taking advantage of the right to cancel a distance contract or off-premises contract so that you can get a full refund for the goods you ordered.

As for the ‘cheap and shoddy goods’ comment, you’ve yet to collect your fire and were able to view a display model in store prior to purchase. This statement simply highlights your attempts to be as deliberately deceptive as you have been with emails back and forth. These reviews read near identical to comments you’ve left for other retailers.

We’re a busy showroom but make it a priority to reply to all calls and emails in a timely manner. We called to update you confirming that the fire was here on Thursday lunchtime, you then spoke with Kirsty around 15:00 requesting to cancel the hearth, you then emailed us at 15:14 and we responded at 15:23. Our voicemail service has nothing from you at all. Every email on Thursday, Friday and Sunday has been responded to within the hour.

HotPrice.co.uk からの回答

2021年11月22日

Good afternoon Michelle,

Many thanks for your lovely review!

Hannah will be delighted with your kind words and we are all extremely pleased to hear that you were happy with the service she provided.

We strive to provide professional customer service with personal approach and it is always great to receive positive feedback acknowledging we've accomplished this.

Many thanks for choosing to shop with us!

Kind regards,

Matthew

HotPrice.co.uk からの回答

2021年11月22日

Hi James,

Many thanks for taking the time to write a review on our service on your recent purchase of a Legend Garden Cube. It's a great products and glad you like it!

Kind regards,

Matthew

HotPrice.co.uk からの回答

2021年11月22日

Reply from Flames.co.uk
4 minutes ago

Good afternoon Jody,

Thanks for shopping with us again for your new fireplace - the pictures looked amazing!!

Glad that we could help and pleased to hear that you were happy with how we performed.

Kind regards,

Matthew

HotPrice.co.uk からの回答

2021年11月22日

Hi Davina,

Thanks so much for the feedback on how we performed with your recent purchase and installation on a electric fire and media wall.

Great to hear that you were happy with our service and installation and appreciate you choosing to shop with us!

Kind regards,

Matthew

HotPrice.co.uk からの回答

2021年10月28日

Morning Matt,

Thanks for taking the time to let us know how we performed with your recent fireplace purchase.

We're happy to hear that you were happy with the service and thanks for choosing to shop with us!

Kind regards,

Karl

HotPrice.co.uk からの回答

2021年10月28日

Hi Clare,

Thanks for your feedback!

Good to hear you found ordering from us easy :-)

Kind regards,

Karl

HotPrice.co.uk からの回答

2021年10月26日

We are disappointed in receiving your review. In terms of service, we’re not sure how much better we could have done with the situation presented to us.

We had originally booked your installation date for 15th September which you postponed on the 10th, we reorganised to attend on the 28th for you without any cancellation charges or issues.

After we had discussed in store at length how to leave the flooring ready for the new installation, we attended to find none of that had been done. At your request our installer laid the hearth on a significantly raised mortar bed which took longer to go off and so couldn’t bear the weight of the fireplace on top until it had set, your fitting was only booked for a single visit. He agreed to return a second time free of charge to complete the installation for you.

The installer was already fully booked and said he would return after his other installations if they finished in good time, knowing that you were not and still are not living in the property. He kept you in the loop by text each day, he had every intention of attending if it was possible. After our phone call on Friday 1st at lunch time, we booked to attend Monday 4th at 9am as he had moved his own work around to meet this. You continued to complain, threatening to call the credit card company and withdraw all funds. We organised for a different installer to come and install the fireplace on Friday afternoon and called to book in with you for around 2pm. Despite these ‘urgent’ complaints you didn’t arrive at the property until hours after the agreed time.

Upon completion the electric fire’s trim was found to have a small dent to the side. We apologised, requested a picture, and ordered a replacement direct with the manufacturer which is unfortunately currently out of stock. Again you came into store aggressively and berated the showroom staff, shouting over her whilst on the phone. We called the manufacturer in your presence who confirmed what we had previously stated, that the trim was currently on back order and that a replacement would take until mid November. You again began threatening to withdraw funds through the credit card company.

We offered you our display model’s trim in the interim which was refused, we also looked at an upgraded fire and offered to loan that whilst the trim was unavailable which was also refused. You claimed there was another showroom selling this trim from stock who had offered to fit it the following day and that you were going to claim back half of the funds already paid. We asked for the details and offered to purchase it from this retailer directly to complete the installation at which point you told us it might not be the right one or even for the same fire. We even asked for the details to call this supplier to check it was the correct trim which you suddenly wouldn’t provide details for.

Throughout your threats and demands we’ve remained professional and continued to do our utmost. Our direct dial line comes straight through to the showroom and if we’re not at the desk there is no receptionist to take messages. We’ve highlighted this to you and asked that you correspond via email previously if you’re not able to get straight through which has also been ignored. The only message you left for us was on the 10/9/21 at 11:20 which we called back at 12:26 and at 1/10/21 at 12:40 which we called back at 13:22.

HotPrice.co.uk からの回答

2021年9月28日

Good Morning Nicki,

I would like to apologise for the issues once again with your purchase from us. Unfortunately, there have been product shortages and delays due to global supply chain problems which has led to lead times being extended and longer than anticipated.

The item you purchased is delivered directly from the distributor and we’re liaising with them with regards the issues with the delivery to ensure where possible, these are not repeated (and the subsequent collection) and also the condition of the item when it reached you.

I have looked through the email trail and we have responded to all your emails promptly and followed up with the supplier and yourself, we are disappointed that we weren’t able to provide you with the fire to our normal service standards.

I appreciate your frustration but if you were able to give us a second chance with your next order, we would be happy to offer you extra discount to give us the opportunity to show you our usual excellent service as shown with our extensive positive feedback.

HotPrice.co.uk からの回答

2021年10月26日

Hi Maureen,

Many thanks for your review :-)

We're pleased to hear that you're happy with the basket fire you purchased from us and that it arrived promptly.

Thank you for choosing to shop with us.

Kind regards,

Karl

HotPrice.co.uk からの回答

2021年8月23日

Good afternoon,

Thank you so much for your review.

We're extremely pleased that you were happy with the service we provided.

Thanks again for choosing to shop with us and we hope you enjoy your new fire :-)

Kind regards,
Sharon