Norton Canes Fireplace Factory

David Richardson
5 Star
Excellent from start to finish. Great advice from Phil when we visited the showroom, we had been to others which bore no comparison. Easy decision, pleasant transaction, no nonsense, gave us a date well in advance, excellent fitter Scott. Not the cheapest but we enjoyed the transaction and have a great installation with no mess and peace of mind. Absolutely Recommended.
Wednesday 18th January 2023

Richard Dayman
3 Star
Had a Media wall installed by Norton Canes fireplaces. Fitted within about 4 weeks from ordering. Neil the fitter was brilliant, extremely helpful and such a nice person. The plastering leaves a little to be desired, considering the money you spend on a media wall and the plastering is part of the package (sub contracted out I believe) I was quite shocked at how it was left. I rang Phil the owner and asked him to come out (we live 5 minutes from the shop) and he said there was no point in him coming out and he would just send the plasterer back. I think he should have come out to see what his "sub contractors" are turning out. The plasterer turned up a couple of days later to rectify the issues, he spent about 30 minutes here and although it was a bit better it still was not great. Phil did call the next day to see if the plasterer had been, I didn't see the point in moaning again as the plaster obviously felt he had done enough to rectify the issues. Our painter has done some more filling and rubbing down since and it is now better. Overall we are thrilled with how it looks in the end.
Monday 9th May 2022

Mel Griffiths
5 Star
Went to look for a new fireplace & fire. We had great advice & decided to purchase both. Friendly & helpful & Scott the fitter was great too. Really happy with how they look together.
Sunday 4th December 2022

Anne Thorpe
1 Star
It’s a shame to have to give a poor review but our experience with Norton Canes Fireplace Factory was very disappointing. Last July we ordered a hole in the wall gas fire. Cost around £2.5K. Within a week it was installed. Unfortunately due to the poor attitude of this firm when there were problems, we ended up eight months later choosing to pay several hundred pounds to someone unconnected to them to put right the mess. We hung on as long as we could, but one delay and disappointment after another finally wore us down. In the end we simply didn’t trust them to get it right. Our criticisms: • no survey was carried out before accepting our order, yet when there were problems with cracked plaster the salesman who mans the showroom blamed it on our house being old (1930s). If they know that some houses are unsuitable for this type of fire the firm should routinely arrange a survey or at least ask questions about the house and warn of possible problems; • the fitter didn’t issue a Gas Safety certificate. We weren't aware of this until another supplier mentioned it. We called the Gas Safe Register who confirmed the fire hadn't been registered; • the first two times the plasterer repaired the chimney breast he didn’t use heat resistant plaster which the fire manufacturer says is essential. When asked, the salesman at Norton said they ‘always’ use it, the plasterer said they ‘never do’; • communication is slow and unreliable, contributing to the very long delays which eventually caused us to cut our losses and go elsewhere to finish the job. One of the last delays - the last straw - occurred because we left a voicemail which nobody responded to. When asked about it, the salesman said he ‘never checks voicemails’. If you want a hole in the wall gas fire, we offer this advice: don’t buy from a firm that doesn’t insist on carrying out a survey before taking your money. Second, if the salesperson doesn’t offer to tell you the benefits and drawbacks of a hole in the wall fire make sure you do your research on Google or with other suppliers – there’s plenty out there about cracked plaster and other problems created by the intense heat. As some of this is safety-related you need to be informed and aware, particularly if young children, older people who may suffer falls, or pets, share your home. Edit: I have seen the reply, below. I actually did try, unsuccessfully, to reply to the earlier message. The reason I turned to leaving a review was total frustration. The offer of some contribution to the separate repair was appreciated but a drop in the ocean relative to the stress of trying to get the work sorted.
Thursday 28th May 2020

Roy Legg
5 Star
Excellent service throughout the whole process from point of order to completion of installation. Phil came out to advise on design, measured up and gave us a competitive quote. Phil also assisted with our request to complete the install in a short time frame. Tom and Neil carried out the installation. It really was a pleasure dealing with Tom and Neil. They were very competent and efficient throughout the installation. They worked non stop and completed the installation in an impressive time. Therefore we would recommend Phil and his team to any prospective customers looking for a new fireplace at a competitive price from a professional business.
Tuesday 12th October 2021