Grate Fireplace Accessories receives consistently positive reviews. Customers particularly appreciate service and quality, though some mention concerns about customer service and communication.
We visited the store in April just to browse and ask a few questions. Unfortunately, there was a rather overpowering smell of stale cigarettes in the store, and as my wife suffers from asthma, we decided to leave.
I emailed my detailed requirements to their so called custom service as I couldn’t find a standard product that fitted our fireplace. After over 4 weeks and two chases for an answer they informed me they didn’t have anything that fitted the dimensions I had sent them and perhaps I would like to fill in a form and try their custom service. Absolute waste of time and useless customer service
Great selection of quality items at very competitive prices. Delivery was right on time and very quick - Customer Service Jo, got back to me straight away in the evening on an order enquiry, very impressed, Thank you
The glass arrived fairly rapidly and was fit for purpose. I would recommend these guys to a friend.
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Ordered from the company via the website - fantastic and easy. Had a query and the customer services were really helpful. Delivery of the goods were prompt - in fact quicker than stated. Had to return the fire parts (through nobody's fault) and easy to return
Date of experience: January 17, 2024
Credit where credit is due, they pick up the phone (so so many companies fail to answer - such a simply thing really) and then offer real customer service. Nice lady i dealt with.
Date of experience: January 16, 2024
Jo has been brilliant but does it take so long to get a response to simple question? ‘ What will be the overall length?’
Date of experience: January 3, 2024
A pleasure to deal with this company , excellent service throughout
Date of experience: January 2, 2024
The lady on the phone really tried to help. David
Date of experience: November 14, 2023
Excellent and polite friendly service and came up with the goods well before they said they would. Nothing short of fantastic.
Date of experience: November 10, 2023
This company were so helpful and efficient I cannot recommend them enough The girl on the phone went above and beyond to find up a fire brick to fit our woodburner and she was polite and efficient I will definitely be ordering any spare parts from them again
Date of experience: November 3, 2023
Recently had our first electric fireplace fitted with Grate Ideas. Doug was very helpful throughout the whole process from start to finish keeping us informed and up to date. Workmanship was very good with excellent communication. Just a small ripple on the wall from the fresh plastering job was noticed but corrected promptly with a second visit. Overall we are extremely happy with Grate Ideas and would definitely recommend.
Date of experience: October 7, 2023
US
Took a very long time to get a refund, the staff handling the issue was definitely incompetent. When placing the order I paid for an additional deposit with Grate Fireplace Accessories, to have also the return postage refunded, in case of return. The refund for postage (£8.40) was never issued, I was asked to provide an invoice from ENVRI which apply standard rates for drop off parcels, such invoices are only issued at the time of placing order on line, to drop off parcel. Obviously ENVRI's standard rates are easily accessible and shown on parcel which arrived at destination! I was refunded for the items purchased but I had to pay postage both ways!
Date of experience: June 12, 2023
Good service & fantastic genuine product.
Date of experience: April 26, 2023
