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 two fire place surrounds from one supplier, that had insufficient stock and informed myself that the products were no longer being produced. I then spoke with Grate Fireplace Accessories, they sourced two of the exact same fire surrounds, were cheaper and could confirm delivery in three weeks. I just wanted to say a big thank you to Jo and the rest of the staff at Grate Fireplace Accessories, the service you provided was fantastic and the two Fireplace surrounds look amazing.
Date of experience: September 12, 2022
US
Product was chucked under my gate, poorly packaged and without any sort of delivery note. Once opened it had brown paper stuck all over it which `I could not get off without removing the blacking. It is ruined from the start. The product was also substantially smaller than described. When I complained they reduced the sizes on the website. Totally dishonest - avoid
Date of experience: September 7, 2022
US
We ordered a brushed steel fire surround and it was quite a large one. I received an email suggesting that i go a bit wider to make it stronger. I also asked for fitting advice which was given very quickly too. A beautifully made item that arrived on time and looks fantastic. Thanks!
Date of experience: June 26, 2022
Sent a completely different product, then advised that its just different packaging !
Date of experience: June 17, 2022
Love my new brass fender and brass plated fire guard. Arrived very well wrapped and protected, promptly and with a very reasonable delivery fee. Couldn’t have asked for a better service.
Date of experience: May 14, 2022
I mistakenly ordered an item. Chris at Great Fireplace Accessories helped me put things right although this was to his disadvantage. A really helpful business to deal with. Use them with confidence.
Date of experience: March 11, 2022
Purchased new tiles for my hearth. Superb price and super quick delivery. Excellent professional customer service to deal with. Brilliant all round.
Date of experience: January 28, 2022
Ordered a custom fire tray. Came in wrong size. They have agreed to resolve, but are slower than treacle doing so. They cost me £35 in gas fitter fees, before he told me they had sent wrong size, and the company are not forthcoming with what they will do about it. Once initial conversation is started, the shop are slow communicating, and even slower acting. Been waiting 24 hrs for a courier organising, when such a task should take no more than half and hour. Very poor company. Oh and btw, they told me this is the first mistake the fabricators have EVER made. That last statement right there destroyed my confidence in them. Do NOT like liars. Strongly thinking about claiming the monies back on the grounds they sent the wrong goods. They need to pull their finger out fast.
Date of experience: January 27, 2022
US
I was having difficulty in sourcing an Ash Pan for a very awkwardly shaped and size of Wood burning Stove. Eventually, after looking for many options I found Grate Fireplace Accessories. Chris at GFA was able to source the perfect Ash Pan in minutes and had it delivered in 3 days. The cost was not enough, the delivery was supersonic and the Pan was perfect. Had Chris not been able to source this he was also able to offer a bespoke made-to-measure Pan, but this was not needed. I’m so glad I found this Company. Many thanks for your help.
Date of experience: January 24, 2022
US
I was having difficulty in sourcing an Ash Pan for a very awkwardly shaped and size of Wood burning Stove. Eventually, after looking for many options I found Grate Fireplace Accessories. Chris at GFA was able to source the perfect Ash Pan in minutes and had it delivered in 3 days. The cost was not enough, the delivery was supersonic and the Pan was perfect. Had Chris not been able to source this he was also able to offer a bespoke made-to-measure Pan, but this was not needed. I’m so glad I found this Company. Many thanks for your help.
Date of experience: January 24, 2022
