TitleTitle: Avoid if you are vulnerable – unacceptable service and treatment
Avoid if you are vulnerable – unacceptable service and treatment
This was one of the most stressful experiences I have had with a home improvement company.
I contacted Fire Design Studio after seeing a fireplace unit on the Homary website, as they offered delivery without installation and I needed professional guidance. I spoke with George Webb, who was confident and persuasive, despite never visiting my property before taking the order. In hindsight, this should have been a warning sign.
From the start, the experience was chaotic. The contractors who attended were clearly unhappy and openly discussed internal problems with the business while working in my home. I was repeatedly placed in the middle of issues that had nothing to do with me and was treated poorly throughout the process.
I am disabled and have mental health challenges, which were known to both the company and the contractors. Rather than being supported, I felt this made me more vulnerable in the situation. Communication was poor, boundaries were lacking, and basic care was absent.
The installation took four days and involved plaster being mixed inside my living room, creating excessive dust and disruption. The stress became overwhelming. Promises were repeatedly made and not kept — including skirting boards that remain unfinished to this day.
While the final fireplace itself looks good, that does not excuse the way I was treated. I paid a significant amount in cash and received no meaningful aftercare or follow-up once the job was finished.
I am now considering formal action.
If you are vulnerable or lack specialist knowledge, I strongly advise avoiding Fire Design Studio Newport.