Focal Point Fires LTD

What a dreadful experience it was dealing with this company. Having bought a fire surround from B and Q we were expecting it to last for many years to come. Sadly within a few months the veneer that covered the surround started to peel away. Focal Point tried very hard to convince me that the gas fire within the surround was either too powerful or that insufficient room was allowed between the gas fire and the surround. I was left with the task of having to contact the manufacturers of the gas fire and the plumbers who installed the gas fire to make sure none of these factors had occurred. Finally the surround was replaced after Focal Point had no more excuses to offer. What a joke their customer service is. Very grim indeed. Wouldn't recommend at all.

We had a fantastic experience with Focal Point Fires and would definitely go to them again if we needed another gas fire or surround etc. Their showroom is extensive with helpful staff available to answer any questions and provide advice about the different models in stock and what would be suitable for our room. The fire we ordered (log burner effect gas fire) arrived and was installed quickly at a time that suited us by friendly, experienced and tidy engineers who spent hours getting it just right so that we were happy with the final set up. Really happy with the service and product and would highly recommend!

Absolutely disgusted. I tried to sort out getting this company to honour there guarantee for my In laws who are 84 and 81. They purchased the fire in March 2018. It was only used occasionally for the first month as the weather had been very mild. It was then not used till the beginning of October. In November it started to not light and when lit kept cutting out. Focal point were contacted first by my Wife and was told what information was required. My wife told her Mum and then rang Focalpoint back with all information. My Mother in law was then contacted the next day by Focal point. They asked a lot of questions which my Mother in law whom is not technically minded didn't understand and left her confused.They said that she shouldn't use the fire more than 12 hours a day, that having no central heating made the fire work harder and that her gas fitter had said the coals were not fitted correctly. They also stated that if there fitter came out it would cost her £75 if it was not a fault with the fire. I then contacted Focalpoint and to be honest thought the person I spoke to was extremely arrogant. He would not listen to reason and literally came up with every excuse possible not to sort this problem. He stated that he would require photos of the fire before a fitter could be sent. I asked him lots of questions which he stated i was not qualified as Gas safe so what did I know. I am a Project Manager who uses Gas installers on a regular basis and also had asked several of these about this issue. I sent the photos the next day. I then rang Focal point and was told just by looking at the photos he could tell the coals were incorrect so it was not there problem.
To be honest I don't know how a company like Focal point can leave an elderly couple with no heating and to charge £75 to come and repair what is clearly a fault with the ignition on this fire. I would recommend that anybody purchasing a new fire go with a company who don't put Profit before customer service and to avoid Focal point at all costs.
Extremely disappointed.
Alan Webb

I purchased a led electric fire via the local range shop. It arrived in a couple of days. The fire looks stunning against the wall next to my mantlepiece. Highly recommended

Very low quality fires, usually arrive with factory damage or parts missing. I tried to install a fire this morning but parts were missing out of the sealed box.
When I called to ask for parts to be sent out I was told by customer services that I could purchase the missing parts!! But they would not send them for free.
The reason they gave was that the fire was not purchased from one of their authorised dealers? However it was purchased from a merchants that will only supply to Gas Safe Registered Engineers….. and presumably this merchants have been supplied by Focal Point given the fact that it is a Focal Point fire. Utterly shambolic.

I purchased a focal fire from a high street retailer. One part was damaged. I called customer service t focal and spoke to Lewis he was professional and got the issue resolved promptly. Also the couriers used to deliver the new part were really good and kept us informed regarding delivery. Well done!

Purchased a fire via Screwfix which came direct from Focalpoint. Upon installation we noticed something behind the display which detracted from the effect so I contacted Screwfix and within an hour Focalpoint has emailed me asking if I could provide a picture. This was last Friday and this Wednesday our replacement arrived, I can honestly say I have never experienced such fantastic customer service and would definitely recommend to family and friends.

Don't waste your money! Purchased two fires in March, was told there would a delay of 3 months, then the fires never turned up, so contacted them numerous times only to be told they would aim to arrive in July. A total of 6 months delay! The problem is the lack of transparency or communication from the customer service at this company- if i'd known it would be a 6 month wait obviously I would have shopped elsewhere. Total waste of my time and has delayed my project!!!!