Charley and the team have been great in getting quotations sorted and bending to clients needs. Let's hope the install goes as well, which by the sign of things so far they will. Thank you W&H Supplies.
Paul and Brandon spent a day installing our new fire. Courteous and efficient. They even popped back to the factory to get a small piece of the marble removed.0
W&H Supplies
Brilliant service, so help, went out of their way to help me!
Super experience, I could easily spend a day here looking for heating and cooking appliance inspiration. Wood, gas and electric appliances all working and in tasteful settings. Well worth a visit.
Customer service is terrible. They installed a fire which was damaged by installers. Also fire not burning evenly and stones discolour despite being told they don't. One month on and still not resolved. They just ignore emails and do very little to assist.
I'm not sure how much detail to leave. It feels right to tell it all as it happened so for those interested enough in reading this...this is it.
When we found W&S Supplies' showroom in Arundel, we were thrilled. So much choice. We found what we wanted and took a booklet, deciding during this last lockdown to ring them to order the fire. A male salesman was keen to help by indulging us with a video call to point out the whereabouts of our chosen fire. We saw it, 50% deposit was taken and delivery advised 2 to 3 weeks.
A week or so later the fire turns up unannounced...not a problem, in fact we were chuffed at the speediness and just thankful we were home.
The problems started when a female salesperson called. Firstly she told me she was phoning to collect the balance...100% payment. When I told her we'd already paid 50% over the phone, she barked that she "couldn't find the payment". I calmly but firmly expressed my concern at this revelation. How does a company 'lose' a payment?! Then her tone flipped for the worst. I asked her name and position she tells me that she's doesn't have to tell me that. I told her how horrified her attitude is to a paying customer but she just threw blame back at me, telling me my tone is a problem, completely missing my point -(that I'M the customer whose money she wants). I was too shocked to be rude but I was embarrassed and angry. I rhetorically asked her "on what planet would she consider her disgusting attitude to a customer be acceptable" and she just snorted. There was a lot of to-ing and fro-ing during the 15 minute call, a lot of it me telling her to stop talking badly to me. She told me I didn't understand...that she works there from 7am to 9pm! I asked her what relevance that had and again she snorted.
Whether a colleague overheard her vile diatribe and mistreatment of us and advised her to calm the hell down or not, I've no idea but what followed was the most placid, bend over backwards apologetic letter. The thing is, this whole nastiness could have been avoided... she single handedly ruined the experience for us. I wish we'd been asked to pay the whole amount up front but that wasn't an option given to us.
The point of this very lengthy review is to warn any of you expecting good genuine customer service, its not forthcoming from this individual. The product is good...and I'm sure that at the selling point, she may be good with customers (when it suits) but woe betide anyone who offers the slightest criticism in her dealings or her tone of voice.
I would highly recommend avoiding her (Charly- apparently the manager) and buying direct from British Fires! She alone let's the side down.
Huge place, lots of stock to view. Brandon was very knowledgeable and helpful. Found exactly what we wanted.
Five star treatment from the assistant. She helped guide us through all our options, understood our needs and was friendly and patient throughout. Fantastic service.
A fantastic showroom with a huge range of products from Woodburners to electric, what ever fuel type you need these guys have it!
Staff are very friendly and enthusiastic they could not do enough for me I will be definitely recommending to my family and friends.
