Focal Point Avis 62

Parent's bought a fire. Didn't last 2 years. No help at all to get fixed.

I worked there for a while and im not recommending to buy any of this bad quality fires. All fires are the same,they just changing frames and charging u for that,everything there are the same. Not recommending working there and lifting 50 kgs or even more by one person

Purchased a fire from this company in 2024 a couple of weeks ago noticed a fault on it contacted the company on the 23rd march by Fri the27th a new fire had been delivered more than excellent customer service if I could give more than 5stars I would.

I purchased a fire suite through Wickes. I have had to contact Wickes Customer Services on three separate occasions regarding the collection and refund due to damage. Each time, I was informed that the supplier would be in touch to arrange the collection and process the refund. However, I never received any communication from the supplier.

As a result, I was forced to return the item to a Wickes store myself, as I could not continue to store such a large item in my living room. I have still not received confirmation that the item has been collected from the store or that my refund has been issued.

For £168 we replaced our old fire with a new model. Firstly we got brilliant service from B&Q including carrying the fire to the car for me. Secondly Focal Point telephone support helped us solve the mystery of why the fire didn't always work - not the fault of the fire I hasten to add - and we got it sorted. Great price, great service, no complaints.

LED flame effect stopped working after about a month so used the 3 year guarantee to make a claim. Customer service responded within hours and arranged for a new fire to be sent. I would award their customer services dept 5 stars but I feel the quality of their products lets them down.

Our Willerby caravan (placed in The Netherlands, 2019) was fitted with multiple devices from Focal Point. The fridge-freezer collapsed after 5 years and could only be replaced with an expensive German brand fridge-freezer, due to form and fit requirements in the British-made caravan. Even worse: a request to sell and ship a spare remote control for the electric fire (against prepayment) was declined by the company based on the simple rationale "that is something we don't do". However, after advance payment for the order and arranging for collection through Royal Mail all by myself, things seem to be running, eventually. Now the waiting is for delivery at our home address.....

First, very surprised to read the “negative reviews”.

This was the exact opposite of our experience. We had a problem with our new fire, after an upgrade of our electrical system.

Contacted Focal Point Fires, Keiren. He offered advice and support, and replaced the fire with an immediate replacement.

Cannot fault them for their support and help.

Thanks to everyone, especially Kieren.

I contacted them to obtain a LED striplight (that forms the flame effect on my fire) it wasn’t available and to my surprise sent me a replacement fire. Ive never experienced customer service to that level ever before. Absolutely brilliant

We purchased a brand new Lodge on a holiday park in November 2021, all the white good within are ‘Focal-point’ last Sunday 08/06/25 whilst cooking Sunday roast, we smelled that horrible electric biting odour which got worse rapidly and then the electricity tripped.

Long story short, I removed the ‘under counter’ oven and proceeded to remove the back thinking that perhaps the element had burned out, which I could replace myself.
Upon removing the back I was shocked to see that the mains wires had melted into the connection block, this block had melted and shorted out against the back cover, the back was scorched and obviously there had been an attempt of a fire!

My immediate thought was that the wrong connection block had been insulated from new, a manufacturing fault.

I took photos and sent them to Focal-point customer services. They didn’t respond so I phoned and explained, they then located my email and saw the photos, I said it’s a manufactured fault that the block didn’t have the capacity to support that amount of current, and the chap agreed.
But unfortunately he said, we no longer manufacture white goods, and anyway your warranty is out of date! Which actually it isn’t.

I’ll cut to where we are now, I have involved consumer protection, who have supported my claim and agreed that the warranty is still with the 4 years.
We will await the outcome and I will edit this review accordingly!

And the final say from ‘Focal point’…..

Dear Mr and Mrs Hall,



As stated before, I’m genuinely sorry to hear how upsetting this experience has been for you. I completely understand your concerns and appreciate how distressing the situation must have felt at the time.



To clarify our position, and in line with our responsibilities under UK trading standards, our legal obligation lies with the party we sold the product to, in this case, the manufacturer or supplier of the lodge. As the oven was supplied as part of a completed unit and not sold directly by us to the end user, any consumer rights or warranty claims must be directed to the retailer or park home provider listed on your original sales documentation or purchase voucher. They are best placed to support you as your contract of sale lies with them.



The oven is now over four years old and outside the scope of its original warranty period. Furthermore, as noted, a number of external factors over time, such as usage, installation, and electrical loading, can contribute to the kind of issue you’ve described.



Although we’re unable to assist further under warranty, we strongly recommend that you have the oven inspected by a qualified white goods engineer, who will be able to assess the unit directly and advise on any necessary remedial action.



We fully acknowledge your feedback, and I can assure you that it has been reviewed internally. While we are now unable to progress this as a warranty matter, we do wish you the very best in resolving the issue and thank you for raising your concerns.

I recently purchased a gas fire from Focal Point Fires through The Range shop, and I am absolutely delighted with the quality of the fireplace. Their customer support was outstanding; they happily resolved an issue I had with ease and professionalism. I highly recommend Focal Point Fires to everyone. If you are considering them, proceed with confidence - you will not be disappointed!

I ordered 2 very expensive faucets. $1200. Site says ships in 1-2 weeks. My order sat 'unfullfilled' status for 2 full weeks. I opened the chat and questioned if it had shipped. The chat convo said it should ship in 3 days. I told them to cancel. Then they said 'oh it may have already shipped'. Mind you I have had NO COMMUNICATION for 2 weeks. I said 'CANCEL THE ORDER!' They sent my cancellation request and they have 24 hrs to let me know. I let them know if I don't hear from them I will call my bank for a chargeback. I'm not putting up with this crap. I'm so sick of online businesses playing the delay tactics. I told them I'm not dealing with them. We'll see......If it's already shipped I'd better get a tracking number. NOT PLAYING THIS GAME ANY MORE.

Excellent service from the installation guys for focal fires. I am absolutely delighted top class job guys thank you so much. I would highly recommend them to all.
Thanks again
Isabelle

Questioning whether a little used electric fire should last longer than 4 years. Code 88 indicates a thermal switch at minimal cost. Advised by their technical team that it wasn't worth it and just buy a new fire. Not very environmentally efficient from this British made product.

BUYER BEWARE!!!!!! Without any type of notification prior to purchase online they’re charging a 25 PERCENT restocking fee to put a faucet back on a shelf. And when asked about it are radio silent. Would not recommend. Obviously a shady NY company.

I bought a "wall mounted or free standing electric fire." When I emailed the company to check it was safe to use free standing on a carpet. They responded by saying "this is free standing but cannot be placed on the floor".When I asked them to be more explicit, I was told "because the heat comes from the bottom of the appliance".
To call it free standing is misleading & it certainly doesn't specify this in the manual.

Had our new fire fitted in November last year and when I was dusting the surround, I had noticed the soldering has failed on the frame.
On emailing the customer service address, l was told that I had 'pulled the frame apart with excessive force' and was advised the returns policy was broken items was only 45 days, so it was outside of the guarantee. It's frankly insulting to spend hundreds of pounds on a product, have it fail and then receive a response blaming me as the customer when it is clearly a fault with product. Regardless of their product quality, the customer service response has been absolutely appalling. I am now left with a faulty fire and no way to return this. Save your pennies and shop elsewhere!

Would give zero if I could. Fire surround panel broke within a month, solder has fallen apart completely. Customer service non existent. Buy from this company at your own risk.

bought my focal point fire about 8 years ago and i guarantee every 18 monthe i need to buy new oxipilot for the bloody thing i have now spent more money on these parts than the fire cost

I bought a Blenheim focal point fire from The Range, unfortunately the ceramic panels became sooted up within a few weeks. However, a quick email to Customer Service at Focal Point and a brand new ceramic panel kit was dispatched by Kieren L in no time at all, first class customer service! I wasnt expecting a top of the range item for the price but the fire looks good and is pretty damned warm. No complaints from me.