Focal Point Reviews 

Their customer service has been great but their delivery company and quality control has let them down. I’m now on my 4th fire from them. One was obviously not checked by the manufacturer as it was faulty but they replaced it with ease. The other three replacements was not actually due to them. They use DPD and each time the parcel company had damaged the fire in transit- One of the times they didn’t delivery it and just marked it as damaged at depot. They’re leaving the fires on peoples doorsteps, ignoring the safe place request, so you have the risk of them going missing and they have not turned up to collect the damaged fire, as pre arranged for yesterday. I’ve had no contact or update and had to arrange cover at work for the collection. The company would’ve got more stars but their choice in delivery company is letting their customers down. I can not be the only customer that has had issues.
I would’ve have ordered the last fire but it was purchased through a third company and I didn’t realise it was coming from Focal point.

Hi..im about to take our focalpoint fridge freezer to the tip..after just 21 months usage. This is the 2nd unit from this vendor I've had ..issues with. Shocking..would not touch any of their goods in future..not fit for purpose .£450 down the drain..disgusting.

You are all fools...you can clearly see that this company is rubbish yet you all still buy there products. You take the time to write a rubbish review but you don’t think to read the reviews before purchase... do your home work 1st.

We purchased a Focal Point electric fire (Osmington Black) from B & Q in March 2018. In December last year it developed a fault which made it unusable and we made a claim in writing, providing written evidence of purchase, under the 3 year warranty. They immediately offered to replace the fire and collect the old one.This is what has happened.
Having noted a number of very poor reviews on Trustpilot about their customer service we were initially somewhat apprehensive. All we can say is that we found their customer service was first class, and courteous. We would have no hesitation in dealing with them again or in buying another of their products - hence the 5 star rating.

Customer service is totally useless, had fire installed at the beginning of December, it is now 19th January still waiting. The fire was faulty from new, would not send engineer out.,kept saying none available. I am of ill health, and no other kind of heating in my room. This company is a total waste of time. Please check reviews. I did not and it has caused me so much stress.

WAS THINKING ABOUT BUYING ONE OF THESE PRODUCTS BUT HAVING READ THE COMENTS NO WAY

Returned a replacement handset to Focal Point (I had ordered the wrong handset and wanted to exchange) One month later I filled in their "Get in Touch enquiry form - nothing! Two weeks later I filled in another form and also sent an email - nothing!
The fire is useless without the handset.

Ordered a spare part using the Focal Point website, after two weeks I called them to find out where it was. The answer was it’s no longer available! I enquired why they were going to keep my money and not fulfil the order and not bother informing me. I was told a younger member of staff had dealt with my order.

Just unbelievable!

I now await a refund but I suspect a lengthy wait.

bought from Bandq, faulty out the box.
Thermostat or heat trip switch issue, looks cheap, feels cheap was cheap, for a reason, it’s rubbish.
Avoid.

Had to go back to BQ to get money back as no one from focal point got in touch to say when I'd receive my fire, guy from BQ was on phone to them over hour no answer, refunded me in BQ avoid focal point no one tells you how long you can be waiting terrible service avoid

Very poor customer service. Bought a Soho gas fire. Parts missing which are safety critical components. Emailed them as they've shut they phone lines due to covid. No reply what's so ever. Had to buy the parts separately.

Purchased one of their fires from well known company. Delivered by Focalpoint. Parts missing, fire did not work at all. Not able to speak to anyone by phone so emailed - no reply after 7 days. Contacted company ordered from who have apparently emailed them. Still waiting for even an acknowledgement. Have requested refund. Just wish I had read these reviews before purchasing.

Contacted Focal Point as I noted after some time the controller for the fire fitted to our holiday accommodation was not supplied. I had very prompt feedback and at no cost was supplied with a remote which although not the exact one to match the model allows for basic features to be controlled remotely. Thanks Cameron.

What an abysmal customer care, support and communication. They'll gladly take your money immediately but you cant contact them by phone, lucky if you get a meaningful email back and delivery of your order is 'how long is a piece of string'. disgraceful

Simply the worst.
They obviously follow no consumer code whatsoever !

Bought a blenheim electric fire by focal point. Didn't work correctly from day one. Thermostat kept turning fire off after a few minutes. Contacted the supplier but initially they referred me back to focal point. After several days of trying to contact them they finally answered my email.. They're response was to Be Patient while the technical department tried to work out the problem. No offer of a replacement fire or an apology.
Ten days later still nothing. Had enough of being patient.. This was a new fire which was faulty!
I decided to contact the supplier again requesting a replacement to which they agreed. While waiting for the fire to be collected by the courier I decided that I didn't want another focal point fire and requested a refund.
If they aren't interested when the fire is faulty when new don't think you've got much hope as it gets older.. Best of luck trying to claim on the 3 year warranty. Glad to get rid of it.
Don't waste your time and money buying a focal point fire.. Read the reviews of how bad this company is!

I can honestly say the after service we have received focal point is the worst I have ever encountered and would advise any one thinking of buying a fire from this company to go else where.

The engineer purchased the fire from B&Q in December sand after a few weeks the ignition kept failing after reporting this to them and waiting 6 weeks no response they said they lost paper work
Still no response as when they would fix it. In the engineer who originally fitted was so embarrassed
About the service we received he agreed for them to send part and he fit it FOC.

In all this time it left an elderly pensioner in thee 80’s with no heat.

A few weeks later and the ignition failed again and after nearly 2 months we still have not got
A date of when it will be fixed or any response to my daily emails to them.

We have had to go to B&Q who are now trying to help and will replace the fire .

If any one from focal point can be bothered to respond its incident 37742.

Only giving a 1 as cant give zero company need to look into how Hillington shop operates wouldn’t go back customer service is absolutely deplorable

No reply from online enquiry form.
No answerphone.
Poor customer service

This company score a 1 as there is no 0 available
Bought a fire via b&q. Installed it via gas registered fitter etc. Smell of gas caused us to call out emergency gas people who immediately condemned the fire as 'immediately dangerous'
B&q replaced it but this bunch of cowboys don't want to know.
Gas man said the gas was pooling and slightest spark would have set it off.
DO NOT BUY