Pine Stuff

Whilst we are very pleased with the final look of the fireplace, and found assembly and installation to be straightforward, we had, in my opinion, some very poor customer service from Graham. We're in Northern Ireland. Prior to placing the order I emailed to ask if it could be shipped to NI. I was told that was fine but that there would be a cost. That was fine with us. When I placed the order, Graham emailed to say that actually he wasn't willing to ship the package, as he'd need to complete customs forms and that was too much work. He gave me two options: he'd cancel and refund the order or we could arrange our own courier. I opted for the latter and arranged my own courier, who collected the same afternoon (with no customs forms required). Graham said that as we arranged the courier, we were responsible if there was any damage in transit. He strongly suggested that if the package was visibly damaged on arrival, that we should reject it or check the contents for damage before accepting it. The package arrived the next day. There was no visible damage to the packaging and so we accepted it. Upon opening it, one of the corbels was completely split in two. It had been packaged with the other corbel inside a second box inside the main one, with only a piece of cardboard in between them. The box was large enough for them to freely slide around in, which I presume is what happened. I messaged Graham and explained and his response was that the damage was our responsibility due to us having chosen the courier. I responded outlining my points above. He has since failed to respond to any emails and I am unable to proceed with a refund through my bank as Graham requested payment via bank transfer not via card. We were able to fix the corbel partially with glue but the crack is still visible, which is annoying. Graham's complete lack of customer service and after sales has given us a very bad experience. We have several fireplaces in the house and would have ordered again from him, but we won't be doing that after the treatment we received. Disappointed and let down!

Brilliant company; we found them on Ebay and asked if they could do a custom fire surround. Email communication was great, and the delivery time quick. The fire surround fits perfectly, really impressed, would 100% recommend.

I bought a bespoke pine fireplace surround from Graham, which I'm delighted with. It is beautifully made and was customised to my specification, along with excellent communication and speedy service...all at a very reasonable price. I would definitely go to Graham the next time I need anything in pine.

Love our new fireplaces! Thank you Graham!