Eden Hearth & Home Reviews 8

We bought an electric fire from this company which stopped working after 2 years. As we paid nearly £1000 for it, we contacted this retailer who stated that they are now a new company CORNWALL HEATING OUTLET and hold no previous sales records. As such they have no legal responsibility. The new company is owned by the same people as before (Tony and Tracy). (details checked on Companies House) I would avoid Cornwall Heating Outlet at all costs.

Eden Hearth & Home provided an excellent service.
I had no idea what I needed or how to go about it, but Eden helped me and kept me informed through the whole process. They were clear from the outset that they could not touch my multifuel stove, which was fine. I purchased a beautiful fire surround and hearth which was installed by Eden's recommended fitters, who did an excellent job consulting with me at every step, before final installation.
Overall very pleased with my purchase, money well spent :)

I found Eden Hearth and Home on line, then had a successful visit to the showroom. Their customer service was excellent so helpful they gave me ideas and identify what would be suitable for my home.
Their fitter visited to assess the space and plan delivery and installation. He was amazing he did such a lovely job I’m so pleased with my fireplace it’s been admired by my friends and is a real feature and comfort on a cold evening.

We purchased a media wall which included an electric fire. We are delighted with the installation which fits perfectly into our lounge diner. Everyone we dealt with from the manager in the shop to the men installing the wall and electrics couldn’t have been more helpful. Nothing was too much trouble and we would thoroughly recommend them.

I wish I had read other reviews before I approached this business,
I ordered a flueless LPG gas fire from them, as, along with many villages in Cornwall, mine has no natural gas. I could have bought cheaper on line but decided to support a local business.
I ordered from the woman assistant, told her exactly what I wanted, she filled in the order form which I signed in good faith that it contained all the info she needed, as it was her form, and paid £870. A month later I picked it up, my gas engineer fitted it and when he started it up it roared fiercely - it was a natural gas burner not the LPG I had asked her to order.
I went straight back to the shop and told her at which point she became aggressive and said it was my fault as I had ordered a natural gas fire - having lived for many years in a village with no natural gas, how likely was that! She said I had signed the order form, but her form had no box for stating what sort of gas was required so I had presumed she did not need this info recorded. If she had had any questions about my order she had my mobile number.
She refused point blank to take any responsibility saying if I wanted an LPG burner fitting for my new gas fire I could swap the natural gas burner fitting for an LPG and it would cost £150 to start with and once their supplier received the old burner £100 would be refunded - and she would be kind enough to pay the postage!
I left the shop, but went back later to try to reason with her. By this time she had come up with the excuse that the box had marking on it to show that it was natural gas and I should have seen it. I checked and there was a very small marker on the bottom of the box which did indicate it was natural gas but it was not noticeable and, anyway, I had ordered LPG, my order would have been checked on receipt in the shop, why would I expect it to be natural gas?
As it was February and I had no fire I had to comply with the woman's demands. I returned the burner immediately, paid another £100 and received the new burner within a week, but it took almost 4 weeks for my £100 to be returned.
The whole fiasco has been horrible, the code of behaviour of this shop seems to be aggression is the best form of defence - so be warned, if there is any problem it appears their motto is the customer is always wrong, do not expect any sort of customer service here.

I have to say how pleased I am that the lady who dealt with my problem with a Dimplex stove, encouraged me to fit the part myself that they had supplied. I was uncertain as to how to proceed having messed up the re-assembly and she talked me through it. I'm pleased to say that it is now working well, and I am better informed and more confident to maintain the stove in future.

Oh dear!
Very disorganised.
Ordered a fireplace then they could not get it in the stone ordered (not told this at the outset)so it was more money to get what we wanted!
Once installed the fireplace had a scratch-they said it was a fossil mark/no other fossil marks on it!!!- numerous marks left around the fire installation and 2 large cracks where joined. We were told you would not notice. In fact you could drive a lorry through them.
We also were not provided with the magnets to hold the front on. We still do not have them,
Wanted all money before installation .I wonder why!!!
The removal and installation were a total rip off.£725.
NB-The reply by Eden is a lie as I texted with photos to show my concerns yesterday, That is worse than anything and shows no integrity. I read the other review on here and they obviously accuse you of bullying/intimidation if they do not get their way.
I never leave bad reviews but this company is beyond awful

Went to Eden Hearth & Home for an electric fire and fitting in our new home.

It started with a mis-quote on the installation (it increased by 50%), that I accepted.

I had asked the builders of our home to put additional strengthening in our new home and additional electrics to accommodate the electric fire. The fitter was booked for the day after we moved in, so that we could have the fire installed ready for my housebound elderly parents. The fitter arrived and advised that the electrics didn’t meet his requirements, the strengthening didn’t meet requirements and just threw in that he didn’t like the position of the fire. Disappointing but I got the builders back, as they were meant to do this.
Electrical contractor arrived and called the fitter to discuss requirements. What he got, (I heard both sides of the call) was a tirade of verbal abuse and the fitter put the phone down on him. I have never heard anything so abusive and unprovoked. The poor electrician (a gentle guy and a credit to his organisation) was physically shaking after the call. Amongst the expletives the fitter quoted 'electrical regulations' that subsequently I have verified don’t exist. The manufacturer also described the electrics as 'about as perfect as you can get.'
The fitter later responded to my complaint admitting 'he might have developed an attitude with him' (the electrician)' but no apology has ever been forthcoming from the fitter or Eden Hearth and Home. He justified it by claiming ‘his intelligence was being questioned’. When he put the phone down on the electrician in such an abusive way, I was left with no way forward.
I therefore requested a refund. At this point for the first time they produced T’s & C’s that say fitting is nothing to do with them and no refunds! (I believe the fitter is a family member and if you visit their outlet is mentioned on the website as being able to help with quotes etc).
So, they have now delivered a fire that can’t be fitted, delivered a tirade of abuse to a contractor without apology. They have now accused me of bullying and intimidation in requesting a refund as 'I am not getting my own way’. I now have to consider legal action.

By far the worst customer experience I have ever received.

To add, in response to Eden Hearth and Home response:
They have always, and continue, to ignore the fact that their fitter was verbally abusive to the mild mannered electrician (in fact they accused the electrician of being abusive, which he most definitely wasn't). I had a builder and electrician prepared to complete any additional work required. By being verbally abusive and cutting off the call, the fitter made none of this possible. We therefore had no option but to refer to the manufacturer regarding the electrical requirements.
Eden Hearth and Home aren't quite correct, my electric sockets are positioned to be behind a removable decorative chimney breast, not a permanent structure. Furthermore I had an additional switchable spur which was outside the structure so that the sockets could be isolated if necessary. This is how most (including mine) ovens, fridge freezers, washing machines, tumble dryers etc are supplied. This, despite being recommended by other electricians, and recognised as almost perfect by the manufacturer, would not be accepted by Eden Hearth and Home.
For clarity, the wall strengthening was never requested by the fitter. It was something I requested from my builder as I thought it might be helpful.
With regard to Terms and Conditions (which were never provided until I asked for a refund), they state 'The contract is with the company for supply of goods only'. This is contrary to the way that Eden Hearth and Home market themselves (and what I had agreed with them): 'Eden Hearth and Home also supply and install all the latest ranges of gas and electric fires'.
Eden Hearth and Home weren't able or prepared to install the fire and then they refused a refund.They have knowingly left me with a fire that can be bought cheaper elsewhere and that can't be installed. I never wanted supply only. Had I wanted supply only, I would have gone elsewhere.
I genuinely believed I was going to a local company that would supply and fit the fire. I was prepared to pay a premium for this. I wasn't prepared to pay a premium for supply only and the verbal abuse that came for free!

Beware, this is a 'supply only' business despite the way they portray themselves on their website. Make sure you see their Terms and Conditions prior to purchase as they aren't on their website. If you then proceed, I wish you a better experience than mine!