Firegroup Reviews 59

If I could give a 0 star review I would! On the face of it, their Showroom and Sales team are lovely. Good sell and they can talk the talk. My experience however was very far from good. Survey went ahead on time but the 6-8 week estimated delivery went to nearly 3 months. They do tell you you need to pay the fitter separately though even though they actually drive company vans!?! I paid for a chimney cowl to be fitted but that is now lying in my front garden and I’ve had varying excuses (he didn’t have the right ladder (you’d expect the survey to take that into account) and it’s raining and too wet to go on the roof! I’ve phoned and emailed but all fell on deaf ears. Buyers beware!

I had issues with a fire I had bought online 1-2 years ago and wanted a new one. And I can tell you I am very happy with my choice to go with Firegroup.

They had a lot of selection and the Sales staff provided me with a lot of one to one assistance.

Once I went ahead and placed my order I got the fire within the timeframe they gave me and in good condition.

They also got me in contact with the installers who got it fitted for me a lot quicker than I had anticipated.

Reliable local company I would recommend.

I visited Firegroup in December looking for a woodburning stove. Staff were extremely helpful. I booked a survey for a few days later. Trevor came out to my house and went through everything with myself.
I booked my stove and hearth and the twin wall system after receiving my quotation.
This has all been installed now. It looks fantastic and I am very satisfied with the end result. I would recommend this company to anyone that is looking for a stove .

I purchased two fireplaces with stoves from Firegroup. On inspection my chimneys were not in great condition and Drew the installer, dropped two liners in freezing weather to sort the issue. The additional issue was that on installing the liner bricks and debris has blocked one of the chimneys. Drews experience allowed him to know where to open the wall and gain access to the chimney to remove the blockage. The installation took about three days and all of the fitters worked in pretty cold condition as I had not moved into the house and the heating was not working.

Despite the problems with the house, Drew and his team sorted the issues and replastered the walls, installed the stoves and ran a new gas main to each one for me. All in all it was a great job, all materials were cleared and it was left tidy and ready for the next stage of my house renovation.

Everything worked well and I was happy with the service I received, and the quality of the workmanship, this was not an easy job, Firegroup sorted the issues with my house which were causing the installation problems and I would use them again

I would avoid these guys at all costs!!!
Look at the reviews, I wish I had read them online before purchasing a fireplace from them.

Their aftercare is shocking! You dont exist to them once they have your money.

Their products are extremely over priced, I would suggest anyone that is thinking of using them, go online and get the products yourself, then find a local installer.

They supplied their own chimney flue liner, and it was about 3 times the price of online, yet the installer said it was a very cheap and low quality liner.

Service: Very poor (Sales people are conmen)
Quality: Extremely poor
Value: Horrendous

Trevor, Cameron and Jamie did a fantastic job. Very tidy, well organised and workmanship excellent.
The finished article is exactly what we were looking for and we would highly recommend.

Can't rate the sales team enough. The show room is absolutely beautiful too. Warm & Friendly welcome. Quick turnaround times from the order to installation of my stunning gas fire. It really adds the wow factor to my living room. Will 100% be back for my next one. Possibly a stove next time around. Thanks again to all.

You’ll find the showroom impressive. The installation was quick and clean. The part in the middle not so great.
We paid 50% of the £1528.20 cost for a wood burning stove in Dec 22 as deposit ie £764.10 with comment from the salesman that installation would be about £420 plus some associated flue parts. Out of the blue in early April, there was a phone call one afternoon to collect £989 for 50% deposit immediately on the ‘associated parts’. ie doubling the cost with no warning or even detail. I insisted on an email invoice to at least ensure it wasn’t a scam.
Likewise on the Thursday before delivery or installation on the Tuesday (bank holiday Monday) a series of messages/calls began to collect final payment £1753. Particularly since the contract specifies the customer must check the goods are correct before allowing installation to go ahead - not a reassuring statement - I suggested the practical solution was to make a transfer after inspection and particularly making sure the fitter had all the necessary and expensive ‘associated parts’ to hand. Consumer advice sites uniformly recommend not to pay for home improvement work before delivery. Firegroup were most ungracious on this, sent further messages for payment over the weekend (banks closed anyway) and instructed the fitter to await permission to start on site. Their only explanation for the level of demand was to say they have been in business 20 years. Well, I have a record of paying bills on time - doesn’t seem to count on that side. Just leaves an unpleasant taste and I’ll look elsewhere another time.

Made a decision to buy a wood burning stove to help with my rising energy bills. Shopped around and was told by other shops of long lead times for the stove I really wanted (I should have done this months ago). I visited Firegroup’s impressive showroom and to my joy, there was a wee mountain of stoves ready to take away that day. A good choice too. I bought a stove from the same manufacturer I had my heart set on. Knowledgeable staff and a great price. A positive experience. A happy customer!

Return customer. Looking for a new fire for in the bedroom fire place. Learnt some useful safety things about open front fires and duvets, so chose a slot in electric unit. Also saved on any install as we can screw it in ourselves as it has no safety requirements and I can hide the lead easily.
Nothing but helpful, realistic delivery date quoted for the new year. Didn't feel pressured or that I will be let down. A very happy experience as before.

Went in last month, talked to sales guy about electric flame look fire.

We all have bad days but he just seemed bored or just assumed I had no budget.

Got a quote, a scare story about the other company I was thinking of using (who have a much better Trustpilot score btw!) and some product inaccuracies. I left.

Went to another company in West Lothian, super friendly, didn't rubbish their competitors, job done was perfect and saved me over £300.

TLDR: Shop around, do not just stick to local companies!

Called in earlier today looking to buy a log burning stove and couldn't get over how aggressive and salty the staff were - no social skills and really not at all interested in selling - you must be really scrapping the barrel just now.
We can all allow some a bad day but it's like everyone in there is having a bad day...
If this is what the before service is like I would hate to see what their aftersales service is like - ouch!
Far easier to go elsewhere for a less prickly experience and better service.

Thankfully we never got past the pre-sales in our journey to buy a fire. A walk-in visit to see what they had in stock and the absolute arrogance of the guy who dealt with us was beyond belief. Rude, disinterested and keen to over quote an RRP!

We found the same fire for £200 less with another dealer in Scotland, and the customer service journey was superb. So don't just stick to Edinburgh in your search, go a little further afield and you may not just save money, but you will have a far more pleasant experience.

My experience very much echoes the previous poster. Basically the model Firegroup uses is they allocate an engineer (although I’m sure you could select your own) but given the scale of the operation as a customer you may expect they would be recommending good people.

Positives: my daughter got a better one. Negatives: my first engineer who recommended a certain fire opening size was replaced by another guy by firegroup at last minute. Second guy created a tiny opening which has proved incapable of dealing with heat from large fire. Panels buckling. I could only get him to come back and try and repair by leaving messages on facebook. He grudgingly returned no longer working for firegroup and at best described as surly. Repair awful. As Firegroup has allocated him I asked them to help but of course contract law means they’re off Scot free. I emailed their customer services guy with a photo of current state of the the 6k investment by me, and said is that the image you’d want to advertise your business and it went very quickly from ‘you’re a valued customer’ to our lawyers will be in touch.

So conclusion they recommend and allocate engineers but you may be unlucky on the day. I paid two guys circa £850 and I’m now going to pay another £500 plus to get the mess fixed.

I’d pay the extra and go to Stonecraft.

The range of fireplaces is good, however as a lot of other reviews say the after service is very poor. Once you have paid for the fireplace they pass you onto their reccommended self employed installer Trevor who is the managers son, he was very unreliable throughout installation. He failed to turn up, as did his gas engineer, he installed the baffle plate wonky, we asked him to fix it, we were ignored but received an invoice due for payment by the next day. It was only when we refused to pay until the fitting was corrected that he was in contact with us to do it on christmas eve. As we were away over christmas it couldn't be done until the new year. In early January Trevor the fitter, called in without prior arrangement, or our permission, he was able to access our house as a joiner was there doing work at the time. He then told me it was fixed with no photo to prove but demanded payment that day. When assessing for the chimney liner in the summer he said that extra work was needed so we were charged more by Firegroup, this was not eventually needed. When we were asking the shop to look into their attitude was very poor, the manager(fitters father) never available, didnt call us back. It was only when we said we weren't settling the bill to the installer until all was resolved that the shop came back to us straight away, disagreeing with us that there was an extra fee. Bearing in mind we paid a Premium (10k for 2 fireplaces) over an online price, thinking we were getting a personal and local service, that we could rely on if we had any issues, we were unfortunately wrong.
My advice to anyone thinking of buying from them is to read all the online reviews carefully, our issues are very common for their customers, and do not pay unless 100% happy, otherwise issues won't be resolved. We have two more fireplaces to get, instead of going back to firegroup, we've managed to save a lot of money by going online and getting our own fitter, we would have saved a lot of money and hassle doing this in the first place.

Edit following the call from Mr Miller... Thank you for the apology for the service we received, it is very much appreciated.

We have recently had our Gas stove from Firegroup Ltd. installed. The whole process from buying to complete installation was a great success. Staff and sales advice from Firegroup Stenhouse was excellent and reassuringly professional. The gas engineering work and stove installation teams led by Paul and Alan from First Choice Gas Services were excellent and the work was done with a very high degree of care and expertise. We highly recommend everyone involved.

We haven't bought from Firegroup as yet but can't speak highly enough of the sales rep, Mark Joyce, whom we spoke to during our visit today.
Incredibly helpful and informative. Not in the least bid pushy or aggressive.
We've been around a few showrooms recently shopping for kitchens and sofas - reps in every single store we've visited could learn a lot from this guy.

Dreadful service, unhelpful staff. They just want your money then they ignore you and treat you badly. Avoid.

We just wanted to say we are absolutely delighted with the customer service we received from Firegroup - from the initial chat with the people in the showroom through to installation they have all been first class.
Particular thanks to Alan & Paul - great customer experience - they wore protective masks etc, worked with all windows open to ensure ventilation. They worked well as a team, tidied as they went along and the final product is stunning.

No after sales support at all. Fire fitted incorrectly with no support in place for fire flue. As a result the flue moves when there is any wind. Other experts have said it was not fitted correctly. Very poor service and would not use again