Victorian Fireplaces

Brian and the team were fantastic to deal with our install was not a straightforward one due to the location and building construction we had. Brian was extremely helpful and patient in helping us work through the how to make it work resulting in a brilliant outcome for us. Thanks very much Brian.

Very satisfied. Ben & Travis & Team are all about customer service. Beyond grateful, thank you

My husband and I purchased a fireplace. It was the best fireplace buying experience we have had.
The sales/design rep Ben had made the whole experience very customer focused, knowledgeable and professional.
From start to finish the whole process has been outstanding.
We would highly recommend Victorian Fireplace.
Excellent service.

To ben and the team-so many thanks for assisting my elderly mother who is 87 with both fireplaces having reconstructing them and leaving her with a fantastic outcome-it was a pleasure dealing with you all and could not highly recommend ur company enough!

A huge, huge thank you Chris and Samantha for organising prompt and professional service for our gas fireplace. Your trades people were polite and efficient. Our gratitude extended to all staff to involved.

Bought our firepit from here a little while ago. Very friendly service with a lot of patience for all our questions. Delivery was quick and hassle free.

Came here earlier today interested in purchasing a Napoleon bbq, Travis was polite but didn't really seem all that keen on selling us a bbq. We were quoted RRP ($2699) with a very small amount of flex on the price. Ultimately, we left pretty dissatisfied and confused with the service. We purchased the same product from a competitor over the phone on the way home for $2339 including the matching $139 Napoleon bbq cover. Might have been an off day for them, but it wasn't a great/helpful experience and felt like we wasted our time visiting.

*Reply to below*

Since I cannot reply to your comment below directly, I'm going to edit my review and give you my reply.

I'm honestly glad I didn't spend money with you guys after seeing this reply. Travis spent nowhere near 45min helping us, my partner and I stood around your store waiting for his help for about 20min (while he finished helping another couple and sat at the front desk), the overall time actually spent helping us on our two visits to your store that day was about 15min in total, including the time we spent waiting for Travis to print out the quote (about 5mins).

I never mentioned anything about wanting a US model BBQ or vising the US Napoleon website and Travis never mentioned anything about not being able to get in US model bbqs as this conversion never took place. So I'm really not sure where you're getting that from, maybe you're confusing me with someone else that visited your store? Or maybe you're trying to make it sound like we were being fussy/unreasonable?

Travis did indeed print out the prices of 6 Napoleon Rogue bbqs on a single piece of paper (prices that correlated with the recommended retail prices and models listed on the Australian Napoleon website, the website I visited), which I was grateful for and the reason I asked if there was any wiggle on price. I was always specifically after a Rogue SE in either 4 or 5 burner with infrared side burner, so I'm not sure where this online US model confusion is coming from. Trying to make us sound difficult again?

The confusion in pricing, and the reason we revisited, was that your website listed a Napoleon 5 burner Rogue SE with side and rear burners for $2199, a full $400 less than the RRP we were quoted. I was unaware that this was an old model that had a regular side burner and didn't have infrared like the model we were earlier quoted. Travis provided us with this information that the website was out of date / the new models weren’t on your website at time of our visit and we left the store.

Now, your spiel regarding that we must have purchased the BBQ over the phone from an online store, that has no parts backup or are unlikely to help us if we have a problem, etc is incorrect. We purchased the BBQ from Woodpecker Heating, Cooling, Fireplaces & BBQ's in Mornington (whom I also recently reviewed). They are a business much like yours, with a big showroom, overheads, staff, etc. The reason I called them was their store was over an hour away and we weren't going to make it there before they shut for the day. They also had zero problems talking about prices over the phone and negotiating the great deal I originally listed, the receipt of which I'm happy to provide you with in case you are inferring I might be lying since you would be ‘losing money’ on the deal.

Honestly, I would have more than likely purchased the bbq from you if Travis had at least attempted to negotiate on the RRP price, rather than making us feel like an inconvenience.

Very generous with their time when I enquired about a mantle for my heater. Took time to go through styles, prices, work involved and other options. I'll be calling them if I need anything done again.

I'm not a Customer who will write a review right after the purchase or installation of any product.
Its now been 3 months since the installation of our Escea DS1400 and must say of the exceptional Customer Service and timely installation from all the tradesman involved, whom cleaned and removed rubbish at each stage.
Fireplace has been a blessing over these last winter months, warming a large area of our home with no issues, created a relaxing cosy atmosphere and intake of good quality wine bought from the good saving of the Gas bill.
Thank-you to all.

Have been using Victorian Fireplaces for a few years now for regular servicing of our gas heater and would highly reccomend them. Chris is friendly and efficient and the team doing bookings are also friendly and very helpful. Highly reccomend!

Team of guys swarmed our house, installed, cleaned up and were gone. Great work. Also a shout out to Ben @ Vic Fireplaces for answering an after hours email and fixing a user problem so quickly.

I wouldn't recommend using this company. Chris is what I'd consider a cowboy of a "plumber" and very rude. Dealing with him brought my partner to tears and caused me sleepless nights. He was very rude, to the point of yelling at me and called me a weirdo. The office staff weren't any better, in fact, I'd say they have an ingrained arrogant company culture.

We had our wood burning stove fitted into our house on Wednesday,
We have had a fantastic experience from Ben and the team nothing was an issue,
The guys arrived on time and we’re very well presented they carried out the installation while I was working with minimal disruption to my self.
We are so happy with the hole experience,
A big thank you to the whole team at Victorian fireplaces

The team at Victorian Fireplaces just installed my new Nectre Bakers Oven. I am so impressed with the range they offer and their assistance in helping me select the right heater for my needs. From first contact to installation five stars for prompt, efficient and professional service. Highly recommend.

Have just had installed an electric fireplace insert. Communication excellent after receiving very sound advice from their Hoppers Crossing showroom staff. Electrician and plumber both arrived at the agreed time and both worked efficiently to removed old, clapped-out gas heater (30 years old!) and replace with a safe, modern and gorgeous-looking electric heater. Our fireplace has never looked so good. Both electrician and plumber answered all my questions with expertise and understanding. Highly recommended

Victorian Fireplaces have really good sales staff, got an elite fireplace at a ripper price. Couldn't be happier.

Great fireplace, excellent service, professional staff. Despite all the challenges of 2020, Victorian Fireplaces worked very hard to have our amazing new fireplace installed and finished by Christmas. Would highly recommend.

The team at Victorian Fireplaces excelled themselves again! I would particularly like to thank Sam, Chris and Danny.

After having a Jetmaster in our previous property for over fifteen years it made sense to install one in the new property.

Victorian Fireplaces (Sam) made the whole process so easy. They are an amazing company, with great personnel. I would highly recommend them to anyone considering a Jetmaster fire.

Thank you team for a fabulous fireplace.

Recently purchased the Eureka Victorian fireplace with mantel and am very happy I did. Looks amazing and works brilliantly. Cant go past Victorian Fireplaces they are an excellent company. From the owners Sam and Chris, Ben who is the master on mantels, electricians Scott and Joel, installers Elia and Jason and of course Tracey in accounts they are great people to do business with all very professional and friendly can't go wrong. Will be highly recommending VICTORIAN FIREPLACES to anyone who is thinking of installing a fireplace. Thanks once again for a job well done.

Please don't use this company. They damaged our floors during the installation of the fireplace, and refused to fix it. The installers are very rude and dishonest with the customers. The job hasn't been completed yet, and they demand the last instalment payment. I do NOT recommend Victorian Fireplaces