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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I ordered the slimline Consort 9 full set of firebricks, the delivery was much later than advised. The two rear firebricks were different sizes, I phoned up and explained the situation, took photographs as requested and was told they would contact the manufactures. This was done and I waited for my rear fire brick to arrive. It came several weeks later and this time I had been sent two smaller fire bricks! On each of the firebricks the label had the size, the label stated the same size for 3 different sized bricks. I'm now waiting for the next delivery!! I did suggest that some recompense for the trouble caused, a small discount would have gone a long way to make me feel valued as a customer, this request has been ignored and I'm left feeling like my custom is not important. My original order was placed in Nov, I think it was the 19th. It's now 2 months later. I chose this company not because they were the cheapest, they certainly wasn't, I chose to order from them as I thought they looked reliable and professional. I'm so disappointed with the service and goods I've received. How can you offer a full set of firebricks and yet not know the size of the bricks you are selling? Needless to say I'll be buying my replacements else where in the future. 02/02/22. I would now like to add that I have received a £10 discount for the poor service I received, while I appreciate the gesture my review is still valid. I'm pleased to see others have posted more positive reviews, it's always incredibly disappointing when a company fails to deliver what it promises.
Date of experience: January 19, 2022
Beautiful fender and I want to thank Jo for all her help with the order.
Date of experience: December 15, 2021
I am a new customer and am so impressed by the help given by Chris in Sales. So professional.
Date of experience: December 6, 2021
I ordered a bespoke fireplace trim on the 28th Oct and was quoted £260, I was told it would take 2 weeks so I paid immediately due to the quick process , both the payment and delivery time are on my invoice. I contacted this company just before the 2 week deadline to make sure everything was OK and was told there was a slight delay. Well its now 19th Nov well over 2 weeks and I am still waiting for a phone call. I rang them 3 times today Friday 19th Nov but no answer. Funny how other people are saying theirs have been delivered early.
Date of experience: November 19, 2021
Great customer service,very helpful and prompt. would definitely recommend.
Date of experience: November 19, 2021
Excellent company very helpful and friendly with great prices on quality items. Recommend.
Date of experience: November 19, 2021
I needed a chrome surround & fret. It was bespoke as I have a listed fireplace. Spoke to Jo in the office who has been fantastic all the way, very prompt service and she is extremely helpful & pleasant. Great result
Date of experience: November 11, 2021
Well made, good looking items. Delivery was super quick, much earlier than stated ETA. Communication was perfect at every turn. A small snag was put right immediately without quibble. Faultless overall. Recommended.
Date of experience: November 9, 2021
Even though these guys did not have the item I wanted they still tried to help me out , not many companies would do this , therefore it's a five star review for the five star service
Date of experience: November 3, 2021
