Taylor Made Fireplaces Ltd

I have had nothing but problems dealing with Tony, he visted our house on the 17th August to quote for installing a gas supply, fireplace, and surround - a complete installation! Since then I have had to chase him constantly and appreciate ours is not a simply installation of a new fire.

He does not return calls even though I have left messages AND emailed him asking him to ring me on several occasions. I feel our order is not important enough and he is too busy. I am appalled at this service and would not recommend this company as they really do not appear to care about their customers. I work in a service industry and this is the worse customer service I have ever encountered by Tony!

Be careful. The showroom is quite limited so you wont be able to see everything they say they can get. After taking a £75 deposit they send out an engineer to make a preliminary check of the site. However, we revisited the shop asking them to show us as an example of the fireplace we wanted but we felt like we were being fobbed off, all they had were photos in brochures or directed us to videos on YouTube. This did not help to make a decision as to what type of fire we really wanted. Then we got a call explaining we wouldn't need an electrical spur fitted even though the engineer they sent out said we would need one. Mixed messages and poor customer service destroyed our confidence and lead us to go elsewhere. Very belligerent on the phone too. Would not entertain even giving 50% of deposit back as a good will gesture. She just recited terms and conditions rhetoric. I would not recommend them to anyone. Theres a big shop in Leicester with much more on display.

I booked a service (and paid £95) for my gas burner stove as it was showing a lot of soot. A few days before the service i was contacted to say that the appointment would have to be rescheduled due to a job running over. I was fine with this and we agreed the next week. The day of the appointment i was contacted again and told that the appointment would have to be rescheduled due to someone being ill. I wasn't happy with this as my wife was waiting at home. I was contacted again to be told the appointment would go ahead as they had found an engineer who could do the service. We had the service and the fire looked clean and new. When i came to light the fire for the first time it cut out after a couple of minutes, so tried again and it worked for about 10 minutes. The next time i tried again it went out after a couple of minutes and kept doing the same thing when i tried to relight it. I rang Taylor Made and they arranged for an Engineer to visit which was a Friday lunch time (the weekend just gone) i phone on the Saturday to see what had happened as my wife said the Engineer said it needed a part to which i was told the report hadn't come back yet. I phoned again today (Monday) to be told that they were waiting for a price on a part to which i do not agree that I should pay for as the fire was working before the service and now isn't. I was told i would have to pay and that the fire was working when the engineer did the original survey that had been signed off. I haven't received any report or signed any documents and already paid £95 for a service for a fire that no longer works. I was told it was like going for an MOT and that the car might work as it leaves the garage but it may have a fault afterwards.!! pathetic excuse.
I will of course be taking this further and i recommend that anyone in need of a service think consider who they go to as i wont be going to Taylor Made Fireplaces again.

Be Careful.
My elderly mother was persuaded to pay for a site visit to determine what type of fire she could have. The £75.00 was redeemable if a new fire was bought from Taylors. Not all suppliers ask for a fee to do a site visit.
The engineer who came was efficient and helpful. However he mentioned that terms and conditions of payment were different to how my mother remembered them, my mothers memory is very good especially where money is concerned! The difference was the final balance had to be paid BEFORE delivery and fitting, not after. I went with my mother to the show room to ask further questions. Initially the sales representative was very amiable however when we queried the terms and conditions her response was defensive and aggressive. We were informed that Taylors are a reputable company and would always fix a problem after fitting! In my experience once a company has your money fixing a fitting issue or problem can be very difficult. A ring round of other suppliers indicated that balance of payment before fitting was not normal practice.We will not be using them to fit a fire.

Don't pay for an estimate from this company ,In January I requested an estimate from them for a gas fire & surround, They explained the cost of £75 for the estimate, which if i went ahead with the work would be taken from the invoice at the end, I was told the approx cost would be £4200 but an engineer would need to inspect the job for a final quote to be given. The engineer turned up as agreed on January 25th 2022, the £75 was paid on the 20th January but since then nothing, I am still waiting for the quote, I contacted by email some 5 weeks later on the 28th Feb to ask why there was a delay in my estimate and I got a response that The person dealing with it was not in until the Wednesday 2nd March and that they would deal with it, It is now the 20th March and still nothing !!
Keep hold of your money Folks

No communication whatsoever. I tried for longer than I should have just to make an enquiry. No response to messages; voicemails or speaking to someone-when I eventually got through:( One to avoid.

Would not consider again. Purchased an expensive gas fire in 2020 and broken already. Was under 5 year warranty but as not serviced in 2021 (due to covid restrictions) warranty not valid. Paid £95 for service and repair end of November and advised new burner required, company refused to assist with any costs all at our liability( further £150 paid) if new parts not correct, parts came and fitted mid December and fitter proceeded to break something else, then arranged for repair again 21st December. Today received a phone call to say fitter sick and parts not received (which is it I wonder) and will now be January. Not acceptable to not have a two year old fire not working for the coldest months of the year and absolutely no compassion from this company.

Would not recommend. Great quality but extremely poor service. The lack of communication made it 10x more stressful than it needed to be.

It took almost 3 weeks and 4 phone calls to get a quote sent over to us for our countertops. When we finally did, Avisa was great - she sent me over as many as we needed for different materials. We decided to go ahead and got our templating booked in. We called the templater around 5 mins after he left and said that the island countertop needed to be 40ml larger in order for it to work with our alterations - he assured us that he would sort it.

We got told that our countertops would be fitted on either the Tuesday or the Thursday and that we would receive a call on Monday to confirm so that my partner can book the day off work and be here. I emailed multiple times, called 10+ times over the Monday and even into the Tuesday to finally get through to someone and be told that they were being fitted that day. Thankfully my partner had driven back from work in Salisbury on the off chance that they would turn up.

They fitted the countertops- the sink hole was too small and the island was too small. Again, it took multiple phone calls and emails (none of which I received a response to) but when someone got back to us, they came to cut the sink hole (again my partner had to come back from work for this) and said they would look into the island.

After calling and calling and calling again about the island (which needed sorting ASAP because of flooring), being told someone would get back to us and they never did, we spoke with Louise who effectively said that the templater doesn’t remember if he spoke with us about the extra 40ml for the island, it’s his word against ours and because we didn’t get it in writing, they werent willing to do anything about it as it would cost them. We now have to bear the cost of their mistake and pay a kitchen fitter to come out again and shorten our island to get the countertop we’re stuck with to fit the island .

Would not recommend. Although the quality is really good, we wish we’d have gone somewhere that would have made it a professional and stress-free job.