Good product MEH service. Even worse gatekeeping of real reviews on their site.

I wouldn't have put this here however they emailed me to do a review after my purchase and then responded to my review saying it goes against their website guidelines. I will copy and paste. great product, meh service and delivery The actual fireplace is great, compact but efficient. However Builders itself and their sheer lack of after sales service and communication left a bitter taste in my mouth. Zero comms after purchase, after the allocated time for deliver approached I hadn't received any updates from the online team as to whether the item had left the warehouse or if it had been handed over to delivery company etc. After contacting the customer service department I was told that the item would be delivered that day ( a friday), I made sure that someone would be at home to receive the item ,nobody arrived. Same story the following monday, then late afternoon the delivery driver whatsapped to ask if we lived in a completely different town, then ghosted us. Still customer service unable to get it together. That night the driver said sorry I am now in another town even further away and so we will try tomorrow. Customer service then still couldn't locate or give an exact day or time of delivery or get hold of the driver. Finally late on day 4 the drivers arrive with our waybill that has a completely different town as our address, crossed out with a town even further away. I checked my online purchase, my address was correct on my purchase so where they got the wrong town is beyond me. The following day I received the obligatory apology call with promises to do better, I wont hold my breath. So while the product is fine, Builders, your customer service is severely lacking.