We recently purchased a wood burner and fireplace surround and had it installed from opulence stoves. On visiting the shop the owner was helpful and came out and guided us in what would suit us. A good start! A few weeks later the builder came to install this into our home and this is where our issues begin. Unfortunately, the fireplace surround was fitted with chip in the front of it and the surround had faint mould on the front of it. Obviously when paying a sum over £4,000 this wasn't acceptable to us.
Both my husband and I are very reasonable people and understand things can go wrong and remained calm and pleasant. The shop owner came out and had a look and said they would contact the manufacturer. From this point on communication deteriated drastically. We were not contacted again, we had to contact the shop on several occasions to find out what was going on. We had suppliers not turn up, builders come on the morning they were supposed to refit the surround and say the fireplace still wasn't in.but nothing from the shopas problem after problem seem to arise. In all the issue took 6 weeks to resolve but only took the builder an hour to do when he finally came!
On final payment my husband expressed that he was unhappy with the customer care and communication from the shopthe response given was that they were very busy..maybe the builder didn't communicate well. I would like to remind the shop that we bought the surround and wood burner and paid them for installation. We got fed up with people other than the shop half heartedly communicating ad hoc with us and would have appreciated the shop to have just kept us informed and apologised along the way. The quotes on their website about customer care are laughable and I certainly won't be recommending them to anyone. This is the first time I have ever taken the time to write a review. I'm sure if everything had have gone well, which I'm sure in most cases it does, I would be writing a very different review, however the owner of the shop needs some training in customer care when that one job doesn't go right not everyone would have been so understanding and patient as us. read more
