"Best in town (for arrogance and incompetence)"

A review of Focal Point by Anonymous written on Wednesday 13th of November 2013

Don't go near this company! When the salesman came out to inspect and measure our fireplace, he was arrogant and condescending when we asked questions, treating us like idiots that knew nothing. Showing him a photo of what we wanted (a red brick inset with a wooden beam mantle), he said "That's fine". Having heard nothing back from him, we went to the showroom a week or so later to check on our quote and he was a lot more helpful this time. Deciding that we were happy with the price - just under £3000 - we went ahead with placing our order. He asked if it was "scone" bricks for the inset, I said "Yes, if they're red". He showed us a display of yellow bricks to illustrate "scone" and I again said "yeah, but in red". 6 weeks later the workmen arrived to install our woodburner. Everything went well until we went in to check on the work and discovered that they had used the wrong bricks for the back wall - instead of red, they had given us the yellow. When the workman phoned the salesman to let him know, he was adamant that we'd received the bricks we'd asked for. We emailed him the photo that he'd seen on our first meeting and he still claimed that we hadn't shown him it. It took 2 weeks to source the bricks we wanted and he informed us it was £150 more. Since we were already behind schedule and just wanted the job finished before the bad weather properly set in, we agreed to the extra cost and looked forward to finally having our cosy nights on the sofa. Finally the workmen returned the following weekend and set about doing the job. The finished article was completed 9 hours later and we were glad for it to be finally done. They tidied up, including wiping down the bricks as there was a lot of excess cement, we paid them and they left. I then gave the bricks another clean and went to bed. The bricks have been cleaned a few more times since then and they are still a grey-ish red from the cement. Some of the brickwork isn't straight and the finishing is patchy as well. All in all, a pretty shoddy job from a company with supposedly many years of experience..

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