Abbey Fireplaces

I purchased a Lopi 864 from Abbey Fireplaces. It was installed in 2 weeks from installation. The Abbey team is very professional and fast. I am surprised about the previous bad reviews, I had no issues with communication and customer service. I highly recommend this company.

One of the worst companies i have ever dealt with. Customer Service - absent. Rudeness - plentiful. Ability to provide accurate and timely information - non-existant. I have been waiting over 5 weeks for a part and they have no idea when it will arrive let alone be able to understand whether they have actually ordered it

I've read all the reviews and was really concerned. I had paid my deposit and they said delivery and installation in 2-3 weeks. After 2 weeks of not hearing anything I called asking when I could get it installed. That was a Thursday and they offered me the following Tuesday. Tuesday came and the team of 3 people showed up at 7:30am and started right away. They finished at 1pm. They did a fantastic job. Even modifying the fascia as it was a little too large on one side - no issues they just got the job done. Happy and would recommend no problem.

Never have I had to work so hard to buy something. Calls are never returned. I had to make repeated calls to organise site visit. The site visit then got cancelled a few hours before they were due to come out. I never received a call to reschedule, so again I made multiple calls to organise a new time, with promises of call backs that didn't happen. If I have to work this hard to give them my business, then I would be an idiot to ignore the warning signals and hand over my money. Its no coincidence that there are many bad reviews for this business.

Shocking customer experience. They were poor to deal with, sloppy at follow up and will continue to lie and deceive you along the way. They changed price on us multiple times, added in costs along the way, shifted installation dates with limited notice. For example: "Installation change due to break down of installers car" compared to the comments when i followed up that "no he just wasn't able to make it that day" I spoke to [a staffmember] regrind a change in installation cost that had increased by nearly $300 to $1620 and that she must have written it down wrong... vs the original and agreed quoted price of $1350. So I spoke to [a staffmember] (the one who wrote it down wrong) to clarify, she confirmed with her boss in the background that the price was $1350 as they'd originally agreed. Needless to say i didn't hear back from [a staffmember] regarding the new price.

Worst Customer experience I have ever had Especially given the high contract value of over $ 10,000, the way Abbey Fireplaces conducts business is outrageous and we have also made a formal complaint to the Office of Fair Trading to warn other consumers. The salesperson will show you nice photos of the finished product you will get apparently within a few weeks, but don't be fooled: 1) it took over 3 months and we had an immense amount of hassle in the process (over 40 calls and emails to organise this). 2) 2 out of the 3 months the fireplace was finished to various degrees with brickwork exposed, the raw fireplace sitting on a make shift wooden frame, the fireplace was really noisy because the mantling was not installed, building material stored in our living room for weeks... 3) the fireplace won't be completed like in the photo, because the plastering and painting of the mantling you have to organise yourself. Plus if you get a fireplace with data connection, the installation of the data is not included. We were mislead as customers and not advised before paying. Abbey Fireplaces response throughout the whole ordeal was, sorry that you are having such a bad experience, but we are just so busy and there is nothing we can do for you. ?!?!. In the end, after 3 months, the best response was however: "Why are you complaining, it's done. Because we finished it so late, we made sure it was done properly!" So what does that mean? Other people who get it in the promised timeframe get a dodgy job instead and we are so lucky because at least ours was done in good quality? Full story: Paid deposit of $2K for a fireplace on 08.04. /full price of $ 8,630 on 16.04. with the agreement of installation on 22.04. + installation of $ 2480. We obviously wanted the fireplace finished before the start of the Southern Hemisphere Winter. Due to bad weather on 22.04. Abbey postponed the installation, we were only informed shortly before which resulted in me taking a day off work. Two weeks after the promised installation date and countless calls from me, Abbey Fireplaces still had not been able to provide an alternative date so we wanted to cancel and find another company however were told to pay a 15% / $ 1295 cancellation fee (!!!). We had no choice but to proceed with Abbey and finally the date of 14.05. was agreed + fireplace will be 90% finished on that day with work taking the whole day. By this point it got really cold and we just wanted to get this done! On 14.05. when I showed the tradespeople the picture of the installation we ordered, they were neither equipped nor skilled to perform such an installation and installed only the fireplace unit, without Mantling, resulting in considerable noise issues due to the unit not being insulated adequately, apart from the exposed brick wall, ugly unit without nice framing and building material in our house. The fireplace was 30% complete, the tradespeople left at lunchtime. Also we were charged additional items which were not needed for the installation of $836. We complained in writing about the delays, wrong advice, overpayment etc. to Abbey Fireplaces and were told that they had provided us with a wrong quote and therefore they are already doing us a "favour" and no compensation for the delays will be granted. After checking with the Office of Fair Trading, this is, of course, not true, as there are no "favours" involved. They were supposed to do a site visit before the quote, made a mistake with the quote and that is completely independent from the delays. However that shows you how this company operates, providing you wrong advice which works for them. Only a month later on 10.06. was some of the mantling installed. Noise issue was better, but the fireplace still was not even nearly finished and a building site. After a few weeks on 29.06. someone came to finish the mantling and the store manager informed us that plastering and paining of the fireplace is not included. Well yet another bad surprise and more hassle On 10.07. they then came to finish the frame and the fireplace was FINALLY finished