I have just had installed a woodburning stove which not only looks wonderful in my home but gives great heat. I had no idea there was so many rules/regulations surrounding stoves however the staff talked me through them all on the many vistis I made before making my final purchase. I was well informed regarding the process, payments expected etc and whilst I did spend more than I had budgeted for including a little more than quoted for installation this was due to picking a modern stove and the additional building work I requested the installer to do. I am so pleased with the stove and service I received that I look my parents there for their new gas fire, they were equally impressed and are delighted with the new HE fire they bought even though their fire front had a scratch when delivered. This was reported by the engineer to firegroup as he unpacked the fire and they arranged for a replacement front to be sent out and swapped over within days making the overall experience very good. I would recommend this shop to any friend of mine.
Inspect carefully everything they deliver, as per previous poster. Ordered a new slate hearth. On my return 6 months later I found they had delivered a repaired factory second. My wife thought the full width diagonal blemish was natural grain. It was a crack that had been glued together and polished over.
Installation process is poor and open to abuse. Installation is by outside contractor. They give an estimated installation cost, subject to site visit. They will only do a site visit after you pay a 50% deposit on the fireplace. In our case the site visit took place, all was discussed clearly with the installer. No added cost was notified. When he came on the day to do the installation he immediately added £50 to their quoted price before starting. Then he added another £50 to connect a pipe and then another £500+ to fit a new flue liner, not needed. This was the installer, not the Gas Safe fitter, on the day of installation and we refused to proceed. We got our own installer.
From the moment I walked into the Firgroup Edinburgh showroom I could tell immediately that they were a cut above the rest. Spread over 2 floors, I was spoiled for choice! The sales guys aren't pushy, they offered impartial advice and I didn't feel forced in to the purchase at all. Within half an hour or so I had decided on the perfect fireplace - the team quickly processed the order and it was delivered a week later. The guys from Firegroup offered to assemble the fireplace at a small cost but I decided to build it on my own. Much to my relief they offered sound advice and it took no more than an hour to put together. All in all a seamless experience - I'd recommend Firegroup Edinburgh to anyone looking for the perfect fireplace with great service to match! .
Q. When is a new fire not a new fire? A. When you buy a new fire from Firegroup.
Just to let you all know; we are now one year on and I still haven't received a new remote control or facia and the fire (2 years old when bought) is still fitted with no signs of this ever being resolved. I definately would NOT recommend this tardy outfit, never!
I ordered and paid for a ‘new’ Crystal ‘Manhatton Hole in the wall’ fire from Firegroup in Stenhouse Edinburgh on 17th March 2012. I was told it would take 4-6 weeks for the fire to arrive. I paid half the full cost of nearly £3000 up front. This was to cover the fire, install and new flue lining.
I got a call 3 weeks later informing me the fire had arrived and given an install date. They also informed me there was a problem with the facia as it had a small scratch on it but they would order a new one. The fire install went great (their outside contractor) and I thought all was ok.
When I went to register the fire for the guarantee with the manufacturer I soon began to realise it was in fact nearly TWO YEARS old! I phoned the manufacturer and they confirmed it was nearly two years old and that Firegroup had had it for nearly the full two years. I also began to realise that the remote control was definitely not new, with polished finger marks on it! On communicating with Firegroup they told me the fire was not second hand and hadn’t been used so it was fine. As for the remote control; they would send me a new one and get the facia fitted, it’s still not fitted and no new remote control. They insist that the fire is ‘brand new’, even though it was nearly two years old. After a lot of emails and when I explained to them you wouldn’t expect to be sold a car being two year old as new that had been sitting on the forecourt that long. I won’t put their response here as it would take up this whole review.
If you ask me this fire has been on display in the shop, hence the scratched facia and old remote control. They have refused to accept that the fire was ex display. It is now 1/8/13 and there has been no change. To say this outfit is dodgy is being generous is being over optimistic.
After placing my order I became slightly worried having read the low rated review below however I have to say the experience was very good for me. Its very apparent that the shop only supply the goods and contractors are used for installing as it told me on my contract and on my letter. I wanted it in for Christmas and it was touch and go if this would happen even though I ordered it mid November, I was told they were waiting on it from production with the manufacturer however it was done - just! I had a problem with it lighting but called firegroup who called the gas fitter and he has been back to fix it - easy done. I would use them again although hopefully I wont change it for a long time.
I am writing totally disappointed with a supposedly reputable firm, Fire Group Edinburgh, whose ‘after sales support’ is absolutely shocking. I sincerely hope the owners of Fire Group and anyone else who has money invested in this company reads this.
In September 2012, in good faith, I purchased, a marble fire place.
It was fitted on the Friday 2nd of November, again, in good faith signed for it.
The following Tuesday when I removed my brass fender, which the fitter had put in place, I noticed damage on the underside edge, (it was approximately 20mm long 3mm deep and looked like and felt like someone had tried to smooth it down).
When I looked at the piece of paper which I signed on completion, I noticed that I should have inspected each part prior to installation.
This was not possible as the first time I saw this piece of paper was when I was given it to sign, by the fitter, when the fire place was fully installed and my brass fender in place.
At no time was I instructed by Fire Group or the Fitter that I had to carry out this inspection.
I immediately phoned only to be told that Fire Group could not do anything until the fitter had assessed the damage.
The fitter came on he 16th November and not only agreed it was damaged, he also, without prompting from me, said it looked like someone had tried to smooth it down.
He said once you know the damage is there, your eyes are drawn to it.
The fitter said he would report back to the supplier I phoned Fire Group the following day and I was basically told, by the manager, that as far as Fire Group were concerned the fire place was fine when it left the warehouse.
I took advice from Citizens Advice Bureau who advised me to send a Registered Letter detailing my concerns and also to say that I would like a reply within two weeks. My letter stated that I would never have accepted the damaged marble if I had been given the chance to inspect it. On these grounds I asked for suitable compensation for the damage. I quoted the law which states ‘Under the Sale of Goods Act 1979 (as amended) goods you supply must be of satisfactory quality. ’.
After two weeks I received no reply so I phoned on the 12th December. I was told by one of the managers he would look into it and phone me back the following morning. I received no phone call, so I called and was put through to another manager; she said that she had sent a letter of reply, on the 27th November. When I said I had not received the letter she said she would send another one.
Again I went over my concerns with her to be told again, as far as she was concerned it was fine when it left the warehouse. I said that it sounds like, even if I had been given instruction to inspect the fire place prior to fitting, and had found the damage Fire Group would deny responsibility anyway as, Quote “as far as Fire Group were concerned it was fine when it left the warehouse.
I asked if it was inspected before it left, she said it was. I asked her who inspected it she could not tell me, I said I found it strange that she said it was inspected prior to leaving the warehouse, because they sent a marble backing that was totally different from the rest of the fire place and the fitter had to return to the warehouse to change it.
It was obvious from this fact no inspection was carried out, as it was allowed to leave the warehouse with different types of marble.
I also asked why, if all along Fire Group were not going to accept that the damage occurred in their warehouse, what was the point of waiting for the fitter’s assessment. She said it was in case it was a ‘fossil mark and not a chip’. This was total insult to my intelligence.
After listening for 10 minutes to lame excuses, basic waffle, and obvious untruths I hung up shaking my head. I am no further on with this. This is a classic, I’ve got your money so, tough luck.
I honestly don’t know what to do next. But I promise that once I receive the re-sent letter from them I will type up in full and add it as another review.
The staff at firegroup guided me through the whole process from sweeping/checking my chimney, surveying, making recommendations and arranging the installation of my fire/matle. I'm very pleased with my new fire and mantle and would recommend them to anyone.... many thanks again.
Firegroup is a great company for getting your fireplace,they swept my chimney and installed my marble fireplace and gas fire.Sales staff,customer service and the fireplace Installer were very helpful.Fireplace was installed within the timescal.would recommend to everyone. G.Brown
We were very satisfied with the fire and fire surround the installation and the service we received was extremely good.We were impressed by the range of products. we would recommend Firegroup to anyone considering purchasing a fire or fire surround.