Customer Feedback

We think that customer feedback is vital to our success and to that end we always welcome feedback from our customers (good and bad). E-mail us your experience so we can share it with future potential customers - Here is some of our previous customer feedback:


I would like to thank you and all of your team for the help I received with my order and the special delivery circumstances involved.

It is often the case that small orders like my own are dealt with in a less efficient manner than those with resulting in greater profit or turnover, you guys however have shown me every respect in this matter and this I will reward by recommending your company to anyone I meet in the future who is looking for such items, including the chap fitting our stove.


Recently I was desperately wanting information on a certain stove - the La Nordica Isotta Forno.  I reside in the USA and I sent over 10 emails to various places attempting to get information on this stove. Even my emails directly to Nordica were ignored.

Your sales rep, Elliott, was the only person anywhere who not only responded to my email but helped answer all of the questions I had about this stove.  Elliott was professional and extremely helpful. Unfortunately this stove is not going to work out for us but I did want to let you know that I was very pleased with the assistance that was given us by Elliott.

Very pleased with your personable service there at Fireplace Products,

V. S


Wow that was quick.. Thanks Sam.. You and Sophie have been brilliant even if I did think your firm was in Bristol!




I just want to let you know how helpful and efficient Sophie was to us recently. We had to buy a replacement boiler for our Nordica Suprema and the level of customer service we had from Sophie Hedge was exceptional.  She went above and beyond to help us, keeping us informed every step of the way.  She is a real assest to Fireplace Products.

I have also posted these comments on as a Review for Fireplace Products so I hope that I've done it right and that they do appear as a review. My thanks to Sophie again for all her patience and help.



Hi – I just wanted to say what a positive experience it was using your company to source a bench for our new stove. Sophie could not do too much to help and filtered through all your possibilities to identify the most appropriate item. Throughout her communication (with payment, delivery timescales etc) was excellent. In her absence, Sam helped with co-ordinating a faster delivery and was also extremely helpful.

Thanks so much,



Thank you so much for your help with our order. The fender arrived this afternoon and is in situ.  It has been a pleasure to deal with you and we hope to return.  You and your Company are very efficient.

J. M.


Hi Elliot, Received today. Thanks for an excellent professional service.



Just a quick email to thank you and your company for handling my recent Puraflame LCD fire delivery issue with a superb aftersales service and for quickly and professionally rectifying the problem.
The replaced fire is now sitting nicely on my fire breast wall and looks superb. 
Thank you again for organising the quick replacement and keeping me fully up do date during the process. I would not hesitate to use your company again and to recommend you to family and friends.



hi got the fire surround , thanks ! 

really pleased, and fantastic service, will defiantly use again when i need something.



Hi Elliot, Just a quick email to say thank you. Got the stove yesterday as expected and the driver was very helpful and unloaded the pallet and put it in my garage before I knew he was there. All the extra’s were there and appreciated . So, thank you very much for efficient service and good product\price. 



Kota Blue - Natural Limestone Hearths - 420mm by 560mm - We've spent weeks looking at slabs and browsing the internet for hearths so we are pleased its now sorted - you've been a great help today so thanks very much!



Hi thanks for your prompt response , its been a pleasure dealing with you & I'll certainly recommend you to my friends 



Thank you, for your help, it is much appreciated. In the meantime, we have managed to get hold of the dimensions and order some replacement glass. it is also refreshing to get such good customer service!!



Elliott, you really are a star!!  Thank you so much for sorting this out for me, I'm really looking forward to getting the fire installed! I let you know when its arrived. Thanks again, I am really impressed by your customer service!



Thank you Elliott for the extra effort you have put in its much appreciated. I'm very impressed with the service and will be highly recommending you to my friends who have been looking at stoves (many liking mine) and I also will be looking for another stove in a couple of years.



Thank you very much Amy for getting back, it is above and beyond the call of duty, and I won't forget it when shopping again.



The stovax hoover is great wish I'd bought it years ago -  will use your co again



I placed an order for Stovax glass cleaner on the internet, and was surprised and delighted when it arrived in my mail box the following morning. The product is very good - and my woodburner glass is see through again!



The service I received was first class and would rate it as a five. The parts ordered were exactly right and delivered promptly. The staff member I spoke to was helpful and polite. Well Done.



Thank you for your e-mail regarding my purchase. The product is fine, the staff handled my order well. The delivery was very prompt, and so I am happy with the transaction and rate you as 5 star!



Hi-thank you for your email.  I ordered the fireplace paint online, so did not talk to anyone.  However, the product arrived very quickly, & in my view is great value for money. I would therefore rate the service as 'excellent'



I was served by Reece who was extremely helpful and efficient. He knew exactly what he was talking about and I didn’t need to wait too long for the products. Overall a very good service and would definitely recommend.



An excellent service highly recommended, fast delivery, excellent product



Good, staff were able to update me on when the item would be available, and then inform me of the delivery time



Very impressed with quality of product and time less ness of delivery



We were really pleased with the whole service from beginning to end. The product is beautiful, better than expected. I would be more than happy to recommend you to anyone. Sorry for the delay.



Quality Of Products - Delighted with the Dovre 425

Friendliness of staff - Very warm, extremely helpful nice to know there are still people out there you want to do business with.

Staff Product Knowledge - Very good, all my questions were answered to my satisfaction.

Promptness of Delivery - Your web site boasts next day delivery but I wasn't to put out having to wait a couple of days longer.

Customer Service - I only had contact with one member of staff and found them to be very professional and a pleasure to do business with.



Amy who had had initial contact could not have been more helpful. The others that I spoke to were also really helpful and very patient with me when I couldn’t find order numbers.



I would like to say that I was completely satisfied with the service and the product quality. I would have no hesitation in recommending your site to anyone interested in your products and will be buying from you again in the near future.



I’m very happy with the service we received from Fireplace Products. Your website with the online chat facility was very good and Lorenzo was very efficient and helpful, answering my many questions!  When I rung up to order the stove, I was also given lots of help and advice and everything was very efficient. Your price was the cheapest of a number that we looked at, and the inclusion of the flue pipe and 3 free items, together with free delivery, made it an even better deal. I requested that the delivery courier contact me before delivery to ensure that I could be there when he arrived – which he did, and he was really friendly and helpful too. We had the stove fitted yesterday and had our first fire last night. All in all, we are really pleased!



All great thanks - very happy with the service and products you've supplied me - I dealt with Lorenzo the whole time and he was most helpful and all ran very smoothly.



In answer to your question. yes all 5 points raised were more than satisfactory. The burner is now ensconced in its place, looks great & now have had several cosy evenings with it.



Thank you for your email regarding your fireside products. I can only say how satisfied I was, and how helpful all the staff were I spoke to. I would have no hesitation in recommending you, and, indeed have done so. My neighbour is thinking of installing a wood burner in the future, and has been to see mine. Thank you again for all your help, the stove is brilliant!



We were extremely pleased with the prompt way the order was dealt with, the polite friendly manner over the telephone and the speed of delivery.



Very helpful 4 out of 5



I was very happy with the service i received and rate a 5 out of 5



More than happy with the service/product and would say 5 on all categories stated. Thanks to everyone for making this purchase stress free.



Excellent service, thank you. 5/5



Very good on all counts



The service i received from your company could not have been better quality of products 5 friendliness of staff 5 staff product knowledge 5 promptness of delivery 5 customer service 5 as i live near carlisle which is more than 300 miles from your company i will certainly recommend any of my friends wanting a stove to you



Very pleased with your service and the product.



I am pleased to comment on the service provided by your company starting from my first enquiry staff were very helpful friendly staff and demonstrated excellent knowledge of the particular fire I was interested in. I did research the internet thoroughly and as you know following some additional concerns I had in buying via the internet (which you advised me on) I decided to go with your company. Everything went according to plan and the fire was delivered at the agreed time


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