Firegroup - Stenhouse Fireplaces
South Queensferry2 reviews
28 February 2013
Q. When is a new fire not a new fire? A. When you buy a new fire from Firegroup. I ordered and paid for a ‘new’ Crystal ‘Manhatton Hole in the wall’ fire from Firegroup in Stenhouse Edinburgh on 17th March 2012. I was told it would take 4-6 weeks for the fire to arrive. I paid half the full cost of nearly £3000 up front. This was to cover the fire, install and new flue lining. I got a call 3 weeks later informing me the fire had arrived and given an install date. They also informed me there was a problem with the facia as it had a small scratch on it but they would order a new one. The fire install went great (their outside contractor) and I thought all was ok. When I went to register the fire for the guarantee with the manufacturer I soon began to realise it was in fact nearly TWO YEARS old! I phoned the manufacturer and they confirmed it was nearly two years old and that Firegroup had had it for nearly the full two years. I also began to realise that the remote control was definitely not new, with polished finger marks on it! On communicating with Firegroup they told me the fire was not second hand and hadn’t been used so it was fine. As for the remote control; they would send me a new one and get the facia fitted, it’s still not fitted and no new remote control. They insist that the fire is ‘brand new’, even though it was nearly two years old. After a lot of emails and when I explained to them you wouldn’t expect to be sold a car being two year old as new at full price that had been sitting on the forecourt that long. I won’t put their response here as it would take up this whole review. If you ask me this fire has been on display in the shop, hence the scratched facia and old remote control. They have refused to accept that the fire was ex display. BE WARNED!
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