The last few days..i have had to contact focal point fires..regarding a fire i purchased. Through b&q...the maker/distributor being focal point..the after sales were not that helpfull at all.. i definatly would not recomend them to anyone.
Don't waste your money! Purchased two fires in March, was told there would a delay of 3 months, then the fires never turned up, so contacted them numerous times only to be told they would aim to arrive in July. A total of 6 months delay! The problem is the lack of transparency or communication from the customer service at this company- if i'd known it would be a 6 month wait obviously I would have shopped elsewhere. Total waste of my time and has delayed my project!!!!
Had amazing service. I purchased the wrong fire and was outside the return date. The manager personally went out of his way to resolve this for me. I was so grateful. Thank You Phillip Wicks for taking time and going the extra mile for your customers
I m a gas safe registered engineer. Customer ordered a fire and they sent the wrong one. They eventually sent the correct one, but it s poor quality. Waited 2 months for payment off them despite 3 promised dates and they only paid after I put an inconvenience payment on my invoice! Poor quality product and disgusting customer service especially Christopher Gailey!
Very promp delivery, even with the covid 19 restrictions. I asked for more securing tape, responded with that they would send out for free. Highly recommend the fire and the company.
Their customer service is woeful to say the least.
Please, please don't blame Covid. It doesn't seem to stop you taking peoples money.
Those of us working in the real world have to bare the brunt of your shoddy service.
Although our first fire surround arrived damaged even though it was well packaged we had no problems getting in touch by e,mail and arranging a new one to be delivered and old one collected. We were kept informed of every step and I can not fault the service we received.
I cannot recommend this company highly enough. They dealt with a fault on my fire by offering an immediate replacement, delivered and now working. Faulty fire collected quickly. One of the best customer experiences I ve had for a very long while. Well done to the team
having had a focal point fire that's been in for years I decided to go a new focal point fire pebble effect, same fire but coal effect last time. I had the fire fit and within the first three weeks the base started cracking in two places... customer services told me straight away it was my fault because the pebbles were placed incorrectly even though I followed the guide supplied....poor customer service....poor installation guide....poor product....take your pick!
Had some coals & Ash pan missing from my box. Contacted them and received new ones within a couple days. Received good customer service.
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