Abbey Fireplaces

Visited twice to buy a gas fireplace, cost between $8k and $12k, but on each visit, staff would not even make eye contact. Yesterday when I tried saying 'Hello', I was cut off with be with you in a minute'. Ignored for another 10 minutes before I gave up and left for elsewhere."

showroom staff didn't show much interest or knowledge. uninspiring showroom, looked like under construction in 3 visits over the span of more than a year. The subcobtracted installer himself was great, friendly and professional. But the manager at Abbeys was disorganised and I had to endlessly chase him to come back to fit a missing part. Got delayed and delayed

Never have I had to work so hard to buy something. Calls are never returned. I had to make repeated calls to organise site visit. The site visit then got cancelled a few hours before they were due to come out. I never received a call to reschedule, so again I made multiple calls to organise a new time, with promises of call backs that didn't happen. If I have to work this hard to give them my business, then I would be an idiot to ignore the warning signals and hand my money. Its no coincidence that there are many bad reviews for this business.

John & the team at Abbey Fireplaces sold me a Grand Fire BBQ/outdoor kitchen. Excellent communication through the sale process and even better after sales service when I had a slight issue. John and the team truly went above and beyond, I could not be happier, well done guys.

Absolutely brilliant. Alexandra could not have been more helpful. She was responsive over email, returned calls promptly, knew her stuff and guided me to the right wood burner for our needs (Lopi). Her recommendation of an installer (Brads Fireplaces) was brilliant - he was also superb - and we could not be happier with the service.

Hubby and I spent several winters debating the merits of a gas fire. Did a good amount of research in that time including 2 visits to Abbey Brookvale’s showroom where we viewed some options. In mid 2020 Alexandra from Abbey came to our house to help us assess the options and feasibility for our site (we required a heater that would work both in the current fireplace and in a new position after a potential future chimney demolition). Alexandra is a lovely person and really knows her stuff. Highly professional, she followed up in a timely and non-aggressive manner and the whole sales process went very smoothly. We were also very happy with the price of our new Escea DF960. Scott did the installation yesterday and having had some hair-raising experiences with tradies lately we were prepared for the worst - needlessly, because he and his colleague were also lovely, competent, experienced, clean, efficient, honest & communicated well. Whatmore can you ask?! We’d highly recommendAlexandra & Scott to help with your gas fireplace needs.

Terrible service.Best to go elsewhere if you actually need anything installed or delivered.Happy to take your money, but not interested in the service side.

Its a long story but the summary is. The team at Abbey have been great easy to deal with. We were unhappy with a Gas fireplace we purchased , it just never heated the room. I made this known to Abbey and on 2 occasions they came out to check the install and the heater its self. After the last visit it was slightly better but not good enough. Things went quiet but then after a few months I got a call from Abbey, We have been thinking about your issue and feel that we should swap out your fireplace. Within a week of the call it was complete and the new Gas Heater is brilliant. Thanks Jarrod and Team at Abbey."

We had a terrible experience with an installer who did the job in a rush and installed the fireplace in the wrong position since 'that was where most people install them'. Abbey took no responsibility for the work of the installer and we were at the mercy of a very stressed tradie who was not going to be paid again for the installation job. The fireplace hardware has worked beautifully but the installation was a nightmare. The interaction with the shop employees was very disappointing - buyer beware.

We have been waiting 8 months to have a fireplace installed. The service has been terrible, and our $16000 that we paid has produced nothing of use. There appears to be a lack of interest in ensuring customer satisfaction, constantly blaming other people for issues. Would absolutely not return to this business again