Fireplace Megastore レビュー 115

Although there was a delay in receiving the item, the company communicated openly throughout the process, and every email I sent was answered promptly. When the surround arrived, it was lovely, so definitely worth the wait. Their customer service and product quality are great!

Very rude male individual rang my home on an 'unknown number' in response to my phone message query, about a price match. The man asked me where I had seen the fire I wanted cheaper and what the price difference was. I told him the other company charge £73 less for the same model and he looked it up. Despite clearly seeing it himself online he asked me if they had any stock. I replied 'Yes I could buy one right now'. He said back in a very rude manner 'Well I suggest you do just that'. I confirmed he was refusing to do a price match and he offered no explanation whatsoever. This is blatant false advertising on their website, which will be reported to Trading Standards.

UPDATE There is no doubt whatsoever this review was left for the correct company. I provided the given number I was phoned on
and the male who rang quoted the name Fireplace Megastore when he rang. Looks like a manager needs to listen to some outgoing calls. So grateful I dodged a bullet not dealing with this company, particularly in light of the other appalling reviews on here. I have contacted Trading Standards to report false advertising.

We ordered a log burner earlier in the week from their website on the recommendation of our fitter. 2 days later we received an email to say that "due to unforeseen circumstances, the order has had to be cancelled".

I will let you all know what the unforeseen circumstances are.... They put the price up by £100. Shysters.

I can see why they have such terrible reviews and I really wish I'd read them before I ordered. I have also noticed that they reply with a blame the customer culture which I hope you will all agree is reflective of their awful customer service. After all, the customer can't be wrong all the time.

I have tried to contact them over the phone (left a request for a call back which never came) and via email (ignored).

Looking forward to seeing what rubbish they reply to this with.

Just to answer the rubbish in their reply:-
1. We did not get a phone call so that’s a complete lie.
2. The fitter recommended the product not the shambles of a company
3. The exact same product was listed at £100 more as soon as they cancelled the order for no good reason. I have screen shots if anyone would like them

They are liars - hope this helps

We purchased an inset gas fire from here in February 2025 but only had it fitted in June 2025 as we have had a lot of work done on the house, when opening the boxes which had the front of the fire in and the coals in we found some of the coals which would be the display at the front of the fire were broken, straight away we emailed them and we received a replacement set of coals the next morning, we are so impressed at the help and speed of the problem being resolved and would certainly recommend them.

Bought an air conditioner from this company. Best price and speedy delivery, arrived just in time the heat wave.

Great Price, live in Highlands and phoned to enquire about delivery, was arranged over phone at realistic price and arrived 3 days later, excellent communication and service

Good selection of stoves, excellent prices, prompt and helpful communication when it came to sorting out the delivery. Stove has been installed for a week now, all good.

I ordered a fire that unfortunately as too tall due to arch on my fore surround. I emailed and explained and said I would like to return it and order a replacement . The first thing they said was I must pay for a new one and only when the original was returned in a satisfactory condition could they credit me. I tried to call but there is NO way of speaking directly to anyone dispite trying. I was charged £149 as an admin fee even though I had to arrange for a court at another £70 to collect and return the original fore. I asked by email if I could take it directly and was told I couldn't due to health and safety reasons- I did exactly as requested and had to chase 3 times for my return LESS the deductions. Obviously I didn't buy the replacement from them - be warned !!

Great customer experience, Recommended that i checked technical details for gas fire with Flavel , which was a great help. I would recommend Fireplace Megastore.

I was given great personal assistance when I asked many questions about a couple of fire suites over several phone calls. I was sent samples of different marbles. I cannot praise this company enough.

Competitive pricing, quick delivery, great comms. Flavel Diamond gas fire looks great in my living room. Thanks

I am giving this review because the service we received was excellent even though we actually did not buy anything.

I placed an order for a fireplace and had my confirmation within minutes by email.

shortly later that day I had a second email to say the fire was out of stock, but offering me an alternative

I replied, saying I did not like the design. And requested the refund.

The refund was made immediately even though it was actually after the official office hours,
I could not have had better communication or service and will definitely try them again in the future should I need fire or fireplace.

I have made this review because I had seen some negative reviews that worried me but the service was top class

Megastore. I bought a gas fire . It was by far cheaper than every other gas/electric company. An enormous saving.
Megastore are highly motivated to inform the customer of pit falls regarding delivery and conditions of delivered goods once received by advising you check inside box before your gas installer arrives. You are given 48 hours to report any damage to product and to return it if it is damaged, there is a hefty return cost if you return it after the 48 hours have passed.
They advise that some boxes may be damaged in transit some boxes not damaged on the outside but maybe parts inside are missing or damaged. Emphasis to report, check and return within 48 hour slot.

Then they explained in detail that DPD deliver to doorstep only. That’s ok. They said DPD don’t give an allocated delivery time slot you have to wait all day otherwise if you’re not at home it will go back to a depot for you to chase up.

Megastore email date of delivery.

They were super informative about the negative aspects of delivery it did make me feel anxious.

Now to the positives.
I was glad they advised check inside box. I had never done this in the past and understood their experience.
Megastore emailed a delivery date.
DPD sent a text with a one hour slot and KEPT TO THAT SLOT. Young man put the fire inside my porch’s entry and took a photo then off he went which took two minutes. So fast.
I examined inside box, not understanding the numerous parts listed on the invoice, but understanding what I had ordered. The box was perfect and so were it’s contents.
I was relieved because I’d become anxious about the possible negativity aspect of a poor delivery service.

I’ve had two gas fires delivered in the past and left them in their boxes for the gas engineers. No problems. However, Megastore dealt with the “warts and all” scenario beforehand, just in case.
My fire is just fabulous. It was over £100 cheaper than some online manufacturers so I was more than pleased to comply with their returns policy which is very fair. They guarantee to match a price if any other on line distributors who maybe cheaper, for the same model and we’re talking Eko Fire High Efficiency gas fire.
Megastore customer service was superb. I emailed and asked a couple of daft questions regarding the fire and received a reassurance by someone who obviously had an extensive knowledge of gas fire “the gas part” etc.
Why would you go anywhere else pay a fortune more for the same fire. Thanks Megastore. Eko High Efficiency fires. Check out the price difference.

Very pleased with the service and product supplied. Would highly recommend.

From 1st initial enquiries the team were very helpful. Asking what kind of fire I wanted. And helped through sizes etc. Price was excellent too. Call centre was also very helpful with regards delivery. Fire was delivered within 10days and delivery driver was also very helpful. I can recommend Fireplace Megastore for a 100% satisfactory company on all levels.

Good help on phone.Good price .Kept informed as to order progress.When coal bed broken replaced without trouble and FOC.Would happily recommend.
Steve of Ilkley

Do not bother using this company. They took our money and 2 weeks later just before I had a call to say I needed to respond to an email (I had no idea what they were talking about but found an email in my Junk Folder). This email said that before they delivered the fire I had to agree to a returns charge of £299! Admittedly this would be highly unlikely as the fire-place had been surveyed and the fire specified by a qualified installer.
However to effectively give up your statutory consumer rights for a full refund and reasonable returns charge is ridiculous. So when I declined to accept their draconian condition, I immediately received an email from their Customer Service saying that “due to unforeseen circumstances” the fire was no longer available and our monies would be returned.
I went back online and purchased the same fire same price with a competitor. Delivered in 3 days (they had 9 in stock btw).

I was offered a replacement fire brick for our stove despite it being classed as a consumable part happy days.

Good value for money, kept informed of timely delivery. Very happy with purchase.
Problem with damage quickly and efficiently dealt with by Customer Services team.
If I was buying another gas fire in the near future (probably not as only have one in the house) I would make Fireplace Megastore my first and only port of call.

Dreadful company to deal with. Customer service is nonexistent and they are uncontactable when things go wrong. Unhelpful and old fashioned. Shop around, plenty of companies that offer a better service.