Appalling service

I am not one to post bad reviews about places but can honestly say the treatment we have been given by this company has been nothing but appalling. We bought a new fireplace from them in December and were told to pay a 60% deposit upfront, even though they were about to close for December holidays and would only be able to install in early January. Which we did.

We were promised an installation early January but the first installation was only scheduled for the 18th - after the middle of the month. Ok, not the end of the world. On the 17th they cancelled the installation because rain was scheduled for the 18th. They said they would contact us with a new installation date.

A week later, *we* had to contact them to find out when they were coming to install. We were told the 3rd of Feb. The 3rd of Feb quickly became the 8th of Feb - no reason given. On the morning of the 8th, we got told the installation was pushed out a further week because they wanted to give their installer the week off. After my husband told them that was unacceptable, they scheduled an installer to come and remove our current fireplace on the 9th, and would then install the new one on Friday (the 11th).

On the 9th, they removed our current fireplace and noted we would need additional pipes to install the new one. No worries, this was noted as a possible extra in December on our quote. However, on Thursday afternoon (a day later) we were informed that they did not have stock and the supplier could only provide stock by the next week. HOW do you schedule an installation if you know you'll require stock and don't have it??? Why was the stock not ordered on Wednesday when they knew we would need it?

We were then told our installation would be scheduled the second they got the stock. This week, *we*, again, had to message them to ask when the installation would happen (no word from them). They confirm by Whatsapp it will be done TODAY. Guess what happened today? No arrival from this company.

When my husband phoned them, the initial person he was dealing with was unavailable. The second person said we were never scheduled for today, but next week. How were we told on Whatsapp it was scheduled for today if it wasn't? So now they are outright lying to us?!

I am so appalled by this level of service and treatment - and this after I had to hand over a huge amount of money. I don't have a fireplace and I have had a hole in my roof from where the old one was taken out over a week ago. I'm angry, I'm disappointed and I'm starting to feel very conned.

We've tried our best to get hold of senior management in order to escalate our concerns. But whoever we tried to contact has just ignored us and we are left to deal with sales people.

So while I absolutely hate giving bad reviews, I honestly don't know what to do anymore.