DESIGN FIREPLACES - load of rubbish

Clive_Woody

Having ordered a fireplace and firefront from Design Fireplaces (head office in Guildford, Surrey) back in September it was delivered a month later. Unfortunately when it was installed the guy could not get it to work and we found he had ordered the wrong style of firefront. A few days later we were told we would need to have a visit from the manufacturers of the fireplace to fix the fire and they would also order the correct front.

When the guy came to fix the fire he said it had been installed in a dangerous manner (the gas inlet pipe was too high up and therefore too close to the burner). He tried to make the fire work but was unsuccessful.

We then had a third visit (over two months after the initial order) where once again they had the wrong front (wrong size this time) and at the end of the visit the fire still didn't work.

At this point I contacted Design Fireplaces and said we were rejecting the goods as we considered they were faulty and we felt they had not fulfilled the contract. I got a very snotty letter from the managing director (Richard Billington) saying he would fight any legal challenge to recover the costs and explaining that a fireplace is a complicated device and we should just be patient while his employees try and fix it. He told us as far as his records show we have the correct firefront.

The arrogance of this man is astounding, first he suggested we contact Trading Standards who he informed us supported his stance. I did just this and the man from trading standards who Mr Billington claimed to have spoken with said it had nothing to do with him as this was a civil matter. Mr Billington then said he would counter sue because we hadn’t allowed him to honour the contract.

If anybody is thinking of buying a fireplace from this company be warned. Their customer service really is appalling and if the fireplace doesn’t work first time then from our experience you have little chance of it ever working. We still do not have a working fireplace, maybe Mr Billington can arrange to have fixed in time for the summer.

mart61

I was sold an Agnews fireplace by Design Fireplaces in January 2007. I stated that I wished to retain the Baxi Pit that allows the ashes to fall into a chamber below the grate for disposal. I was assured the model sold to me would allow this. On the day of installation the fitter arrived and, on looking at the fireplace recess, advised me that the fireplace I had been sold was not suitable for use with a Baxi Pit. Neither the salesman nor installations manager admitted any liability in respect of the error. I pointed out that no less than four people from Design Fireplaces had been involved, all of whom had assured me there would be no problem retaining the pit. I was eventually offered a £275 refund, feeling forced to accept something I had been mis-sold. Both parties I spoke to at Design Fireplaces made it perfectly clear I was not going to get a full refund as originally requested. They will not see any more of my custom and I advise you to think twice before ordering from them!