Amazing Grates

‘I saw the fireplace……now I’m a Believer’Obviously, its natural to be sceptical about making a big purchase for the first time. I recently bought a new property and wanted a centrepiece fireplace for the family room, however have no experience and wouldn’t know where to go. On recommendation from a family member I took a huge leap of faith and visited the ‘Amazing Grates’ showroom. Jonathan and Charlotte took time to listen carefully to my needs and showed me what my options were. I was introduced to Lee and Jonny – the fitters so they could guide me on what the process would look like based on the shape and size of my room. The first words that come to mind are professional, knowledgeable, respectful, fast, efficient and available.I can sincerely say that the customer service is exemplary, communication clear, turnaround time quick, even when I requested advice on paintwork for the fire surround, they went the extra mile and sent me the Farrow & Ball paint code.The result is my family room now has a beautiful fireplace which has presence and makes impact, frequently receiving compliments from family and friends.Just in time for Christmas our house feels like a home.I would highly recommend Amazing Grates if you’re on the market for a quality fireplace with exemplary customer service thrown in. I guarantee like me - you will be a believer.

From start to finish the service was personal and efficient, they fitted around my builders and were helpful with comments and suggestions.

We bought a multiple fuel stove (wood and smokeless fuel) from Amazing Grates and have been really, really happy from beginning to end. Liz Elcombe and her team in the showroom seemed to be able to interpret EXACTLY what we wanted and carry it out to the very last detail.Mariusz and his colleague fitted it very efficiently and nothing was too much trouble. I will recommend mend Amazing Grates any time and would be delighted to show off their craftsmanship.

Excellent work Liz (the manager). The mantelpiece, hearth and stove look fantastic together and the fitter you recommended was great too. I do appreciate you've been flat out but your willingness to help me get what I wanted was clear at every stage. Whilst it took a little longer than expected, I’m very glad I waited and chose Amazing Grates to guide me through the whole process. I’m going to look at your modern options for my flat too. Many thanks to Liz, Charlotte, Jonathan and Sam. Warm regards to you all and see you again soon. Ps. If you have a trade side, I know some first class construction companies who would value your input.

Worse experience of my life!I purchased a brand new fireplace less than a year ago and have had multiple issues with it including a gas leak where it was all labeled as ‘bad luck’! & each time, i had to chase the staff at Amazing Grates for 3-4 weeks for answer/solution!I have left a review 8 months ago and the issue is remains!!Truly frustrating and disappointing!

In common with some other reviewers I have found that Amazing Grates are Amazingly Incompetent and have no regard for their customers. I should have smelled a rat when they nearly ordered the wrong fireplace and also insisted that I paid their installer separately from their main invoice. Then their installer took 3 visits over a period of nearly 4 weeks to complete the installation and even then did not sign off the commissioning log or install a new piece of skirting board as agreed. I had to chase them on numerous occasions to even get to this stage and now Liz Elcombe (who appears to be the 'manager') has washed her hands of any further involvement. These people do not deserve to be in business and I would not recommend them to my worst enemy.

From the initial site survey to the completed refurbished fireplaces we could not be more pleased with the service we received from Amazing Grates. Not only did they manage to accommodate our (unreasonably) short deadlines, the quality of the work and the way the team solved some of the tricky issues they encountered were all outstanding. Thank you so much for helping to make our new house a real home.

We bought a fireplace from amazing grates in December 2021 & how I wish we had read the reviews prior to purchase . We , like others who have left comments, suffered very poor service. Emails & phone calls went unanswered & fitting dates were changed . When our LPG stove was finally fitted by the lovely Lee they forgot to tell us that they had no gas fitters certified & able to connect this fire. We were out on our own & it took us some weeks before tracking down someone who could help us . We found ourselves bounced between the mother & daughters who run this business & each blamed the other . Our fire was finally connected just before Christmas & we have never had any communication from amazing grates to find out if we were up & running & satisfied with our fire.This at a cost of £7000 !!!I have no idea how they have survived as their customer service is non existent. Not a good look in the age of social media

Please please do not buy from this store unless you wish to waste your time and money!!!!Absolutely The worst experience ever!I wish i had read the previous reviews before purchasing my fireplace from this place!!! I have no idea how they even have any positive reviews (must be paid/bought) i spent over £6000 on my marble gas fireplace, and the second the money was paid in full all communication has stopped - i am left with a non working brand new fireplace and absolutely no clue on when the missing part will be installed. Truly disappointing!I have been chasing Liz, Charlotte, And Tabitha for over 7 weeks for an answer!!! Extremely frustrating!!

Incompetent and terrible customer service. Cut stone to wrong measurement (despite pictures, visits and countless explanation), showed up not on agreed date, sold stone different from what agreed in store and completely unresponsive after sale. The only thing they are good at is taking your money. Avoid