Burning Log

P%%$ Poor Customer Service – Purchasing was easy and staff very helpful abut products an the like. Quality of the product (outdoor setting) very good. However, waited 6 months for the setting only to have a bench seat not available. Have waited over 4 months to get the seat and still waiting. Latest stuff up - is now in and coming this week. Didn't come and no call. Management are useless and not worth talking too. Find the same product elsewhere and go there as you will be disappointed in after sales at this store - management just don't care.

Terrible after sales service – We bought a new Weber BBQ on 6 Feb 21. Got it home and saw that the lid and back panel was damaged. Returned to the store the following day to be told that they had no more in stock, take it home, send an email and photos of the damage and they would let Weber know. The day we bought it they had 2 in stock so not sure if they were being truthful with me on return. The salesperson has a secret conversation with the Manager that did not include me. I sent the email the following weekend followed by 3 phone calls to date. I was told I would be contacted but to date have not. The phone call today, they told my husband that Weber were annoyed with them for contacting them about damaged goods. Talk about an abrogation of responsibility. All the Weber reviews I have read say that their after sales service is very good. I would not recommend Burning Log at all.

Outstanding staff – Went to buy a bbq. Have never been asked so many times, “ can i help “. Every question i asked was answered. No pressure, just help. Wish these people worked for me.

Terrible after sales for warranty issues – I purchased a gold Ethos fireplace from the Fyshwick ACT store on 31 May 2020 which was installed 19 June 2020. I went into the Fyshwick store on 25 July 2020 to complain that paint was peeling off two of the four black grates of the fireplace and asked for it to be repaired. I spoke with Wayne and subsequently sent an email about the issue to his burning log email account the same day. I followed up this email up a number of times (including calls and another email on 31 August 2020) and on 24 September, Ray (subcontractor) came to repaint the the grates.

Unfortunately the spray paint used was the wrong colour black so doesn’t match the black on the fireplace that is already there. Also, the new paint started to bubble soon after it was sprayed on and has peeled off again. Further to this, the gold top of the fireplace is discolouring which is not happening with the rest of the fireplace so is looking brown in certain areas on the top. I emailed these issues and accompanying photos on 24 September 2020 to Les.

I didn’t hear anything and followed this email up in person, attending the burning log store and spoke to Les on 14 November 2020. While I was there, Les forwarded my email and pictures to the fireplace manufacturer, Ethos. I haven’t heard anything and followed up again on 24 November 2020. Someone was meant to call back the same day and didn’t. I called again, spoke to Chris and was told Emma (the owner) would contact me but again, nothing has happened.

The lip service from this place is painful and I would not recommend Burning Log to anyone.

3 month old order and no sign of being delivered - no communication, took money – Went to buy a fireplace insert to replace an existing one in February 19 at the Fyshwich ACT store- well before winter. Was told by sales people (and manager) to not buy any of their existing models as new ones were just shown at expo in Sydney. Approximate delivery time 2-3 weeks. Paid 50% deposit as required by Burning Log. Had the stores recommended 'only' installer come around and measure up the hearth to ensure new one would fit. In doing this they removed the 'old' fireplace to the point where it was broken and unable to be reinserted. Thats OK we thought - plenty of time before Winter. As of 23rd April still no delivery date for the fireplace and we have a gaping hole in the hearth with no fireplace.

In trying to get answers out of Burning Log - they will not return phone calls, when you do manage to get someone - you are told that they will get the delivery that week !! so you ring back and they get annoyed at you.

Do not buy from these people - they lie and tell you anything to get the money and then leave you hanging. How they can allow their people to break a fireplace and leave it outstanding fro over 3 months is astonishing and really poor service.