Ordered an electric inset fire from Esme. It arrived fine and I was happy with it. My issue is the after sale support. The remote stopped working shortly after and since then my experience with the company has been dreadful. I reported the fault to their WhatsApp and they promised to come back to me. After weeks of chasing them and getting no response, they blocked me on WhatsApp. I tried calling but no one ever answers the phone or returns calls. I emailed them - no response. I used their contact form and I received a brief response telling me that the remote (a small infrared remote) would cost me £45 to replace. What a rip off. They also told me to try resyncing the remote - it’s an infrared remote!! It isnt synced to the fire so that advice is absolute nonsense!! I WOULD SUGGEST YOU AVOID THIS COMPANY AND FIND THE PRODUCT SOMEWHERE ELSE!!!!
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