i ordered my fireplace last May (2012). i loved the fire place and looked everywhere online for it cheaper but didnt think it was too bad of a price, and so i ordered it. It took over 2 months to be delivered, however, it was missing the actual fire unit. i Phoned fireplaceworld only to be told that the fire was out of stock but they could send me another one with the same look. I was fine with this but when it came the fret was missing. i contacted fireplaceworld again and was informed that the fret was due to be delivered in 2 weeks. After 10 months of being told "another 2 weeks" we decided enough is enough. During this time i had to make several calls to fireplaceworld as they refused to ring me despite leaving many voicemails requesting that they call me. Also, during the latter stages of this time i was sent 3 broken frets of which fireplaceworld were blaming the courier service and not taking any responsibilty. I beleive this was deliberate in order to make it look like something was being done on their part when in fact it was just making the entire situation even more infuriating. In the end i suggested that i purchase my own fret and ask fireplaceworld topay for it. I found the exact same fret which was delivered 2 days later and cost £50. Fireplaceworld refunded me £20.