Review Time
I would like to express my sincere appreciation for the excellent service provided by Luke.
He was extremely prompt in his responses and clearly explained the part that was required. He then attended promptly and resolved the issue efficiently and professionally. His communication and workmanship were outstanding.
Luke is a real credit to your organisation, and I am very grateful for his assistance.
Thank you once again.
I contacted the representative last week regarding an issue with my fireplace, and they scheduled a visit for Wednesday, January 14th. They arrived on time, resolved the problem efficiently, and displayed a high level of professionalism. Additionally, they took the time to explain how to operate the remote, which I had never been shown before. Outstanding service!
Even though my fire was out of warranty, I initially expected subpar service and high repair costs when an issue arose. The service's website provided clear instructions to check beforehand, but unfortunately, none worked, leading me to anticipate an expensive engineer visit. There was a slight delay due to the holidays, but once normal hours resumed, a representative contacted me via email. They confirmed what had been checked, diagnosed the issue, and provided a link to order the necessary part, mentioning that an engineer could take up to 8 weeks and incur additional costs. The part arrived swiftly, and after watching the instructional video, I had the fire functioning properly within an hour. Excellent support and guidance throughout!
I spoke with a representative last week regarding an issue with my fire. They arranged to visit on Wednesday, January 14th, and arrived as scheduled. They resolved the problem efficiently and displayed a high level of professionalism. Additionally, I was shown how to operate the remote, which I had never learned before. Excellent service overall.
Given that our fire was out of warranty, I anticipated poor service and high repair costs when issues arose. The service's website provided clear guidelines to check before contacting them, but unfortunately, none were effective, leading me to expect an expensive engineer visit. There was a slight delay due to the holidays, but once regular business resumed, a representative reached out via email. They confirmed what had been checked, diagnosed the issue, and provided a link to order the part, noting that an engineer's visit could take up to 8 weeks and incur additional costs. The part arrived within a few days, and after watching the instructional video, I had the fire working correctly in under an hour. Outstanding support and guidance!
We wanted to share our wonderful experience at the showroom. If you're seeking inspiration for a new media wall or fireplace, look no further. They offer a beautiful selection and numerous choices for surrounds, along with exceptional media wall ideas. From the moment we entered, we were greeted warmly and offered refreshments. The atmosphere was relaxed, making it easy to explore. We had the pleasure of meeting a knowledgeable representative who provided great ideas and made us feel valued. We returned multiple times, and each visit felt welcoming. We were allowed to take pictures, which helped when making decisions at home, and we received samples for fabric and paint selection. After purchasing our fire and surround, the arrangement for delivery was seamless, and the team was accommodating to our schedule. We encountered a challenge during installation, but the support we received from the team was invaluable, and we are forever grateful. This level of customer service is unparalleled!
The service has been exemplary. Typically, if something breaks after a year, it can be a hassle to get help from suppliers. However, the customer service team went above and beyond to assist with my fire repair. We encountered a couple of issues, but they were resolved without any hassle on our part.
We have two fires from this service, and I highly recommend them for value, quality, and excellent customer service from sales through to aftercare. I love my fires; they serve as beautiful centerpieces in our rooms. A reputable company demonstrates its true value through aftercare and response to issues. When one of my fires had a fault, a representative came out within days and resolved the issue in under an hour. They kept us informed and were very polite and professional. I would not hesitate to recommend this service for anyone seeking a bespoke fire with great support.
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Bespoke Fireplaces produces exquisite stone fireplace suites and premium electric fires, along with bespoke media walls and offering installation.
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